Complaints

This profile includes complaints for 1-800-PACK-RAT, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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1-800-PACK-RAT, LLC has 80 locations, listed below.

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  1-800-PACK-RAT, LLC

  11640 Northpark Dr Ste 300 Wake Forest, NC 27587-3302

  
• 

  1-800-PACK-RAT, LLC

  1901 Treygan Rd Ste 190 Garner, NC 27529-5353

  
• 

  1-800 Pack Rat

  425 Timber Ridge Rd Middletown, CT 06457

• 

  1-800-Pack-Rat

  142 Ferry St Leetsdale, PA 15056

• 

  1-800-Pack-Rat

  8 Nicholas Ct Dayton, NJ 08810

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/29/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled the storage unit be removed from my home on 8/26 which was completed through the online scheduling and confirmed by me via phone. No one showed to pick up the unit on 8/26 so I called and was told it was rescheduled for Sunday 8/27 which is unusual. Of course no one showed up on Sunday 8/27. I have spent the better part of today 8/28 trying to get an answer from the company and received a bill where they charged by credit card for pickup. The container is still in my driveway. Now the company want's me to sign another agreement with my credit card so they can put me back on their schedule for pickup without telling me when that will be scheduled.

  

  Business Response

  Date: 09/01/2023

  We apologize for the poor communication and the pickup delays that occurred. A team member had the opportunity to discuss the issues with ************** and work on a resolution. We appreciate the feedback we received as we always strive to improve our services.

  Customer Answer

  Date: 09/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Do not recommend. Tried for 3 weeks to schedule a pick up date prior to my next billing cycle. Conveniently, there were none until 4 days after. They now refuse to prorate that month, so I paid $378 for 4 additional days of rental. When I called to confirm my account was closed ******* told me they WOULD prorate it. 3 weeks and no refund later, I called again, to be told they would NOT. Additionally, ******* who promised to call me back the next day took 5 days to call and tell me they were keeping my money. Avoid at all costs!

  

  Business Response

  Date: 09/01/2023

  We apologize for the issues the customer experienced during their move, and a Resolution Team member has attempted to contact the customer to discuss the events that transpired. The customer has received compensation for the experience and if there is anything further that we can do to assist, we encourage the customer to reach out.  

• Initial Complaint

  Date:08/28/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spring of 2023 I contracted with PackRat to move our household goods from *******, ** to *********, ** at a cost of about $6100. Since we were house hunting in ** our goods are stored in WA and will be moved to the PackRat facility for final delivery to our new house.In contacting them for the long distance haul and final delivery I gave them my new address in ************, ** and was informed that they will not deliver as the zip code is not serviced. This address is 30 miles and less than 30 min by interstate from the initial town I contracted for. I was informed my only option was to arrange to hire another mover to unpack my container at the PackRat ** facility and deliver them to my home. No other options, not even for additional fees.So I will have to pay over $1000 to ************* 30 miles.Throughout the entire process, including a total of 4 hours on hold I was given no opportunity to escalate the issue to discuss a possible resolution. I was told this decision was at the discretion of the "** Operations Manager." When I asked for contact information for the ** office (the only publicly available number is the toll-free line) I was told they would not provide me with any contact in ** as "they all just use their cell phones."No opportunity to discuss my issue, no interest in solving my problems, no deviation from "the computer says we don't deliver to that zip." No opportunity to discuss it with any employee empowered to make a decision.So now my goods are essentially held hostage until I find a mover and funds to go get them from PackRat.Never, ever again.

  

  Business Response

  Date: 08/28/2023

  We are deeply sorry for the serviceability and communication issues our customer experienced. We are glad to know the local facility was able to resolve this with you and schedule the delivery. A member of our Resolution Team was able to speak with *** to learn more about his experience and gather valuable feedback.

  Customer Answer

  Date: 08/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  PackRat reached out to me and committed to delivering to our requested address.We discussed the issues with PackRat front-line customer support.

  In essence they acknowledged the issue and made it right. While unfortunate that it took a complaint to the BBB to move things forward I really can't ask for more than PackRat addressing and correcting things.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would not suggest using this company for any moving needs!!! Of course during the sales call the gentleman (************* was so responsive and polite. Once I confirmed the container size, price and delivery dates this person was out of the picture. I had his email address but he just ignored me.The container was dropped off without the 1 hr call to confirm but luckily I was available. Getting it picked up was exhausting. I tried contacting company but was on hold for too long multiple times. Leave a call back number and it would take hours to hear from someone. **************** once reached are extremely helpful and polite. They even felt bad for me and said I should talk to a supervisor. I waited in their queue one night for 1 1/2 hrs and no one ever picked up or contacted me. Finally it was picked up days late (promised each day but they just don't show up) and was promised to arrive in time as we needed our belongings. As it was being delivered to a condo, the association needed an insurance certificate. Many calls and emails and no one would get this document. After pleading, ***** sends me the insurance document from a prior customer. Completely useless and never heard from again. If you press for Billing you get someone pretty quick. I would practically beg these people to help me but of course they put you back in the customer service queue.Guess what? Dispatch called and said it was now going to be delayed. Then we needed same day pick up. Trying to schedule this was also very trying. Ok so the date is set for drop off and pickup. I get a call from the facility in ** that truck can't deliver to condo. They didn't want their truck getting stuck in this busy area. What?!Wouldn't this be discovered in the sales process? They wanted us to pick up our belongings at their facility 30 minutes away. We don't have a car or truck. Wanted me to rent a truck!After more phone calls, it was settled and delivery was made. Unbelievable!STAY AWAY FROM THIS COMPANY!!!!!

  

  Business Response

  Date: 08/31/2023

  We are deeply sorry for the delays and the difficulty our customer had with reaching a team member. We appreciate ****************** taking the time to speak to a representative so we could discuss her experience in a greater depth and work on a resolution.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20523927
  
  I am rejecting this response because:
  Their response is not adequate to me.  Speaking to upper management does not resolve the time and effort I spent dealing with this company to receive our belongings.  I would think they would offer compensation and come up with a plan to help future customers. Very shameful to take advantage of customers.  We were at their mercy ever since we approved the sales order.  Hoping no one else has to go through this nonsense. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/05/2023

  We appreciate the additional information our customer has provided us. Our team takes all feedback seriously as we are always working to improve our services.A team member has attempted to reach ****************** via phone and email to discuss her experience in further depth. We hope to speak with her again soon. 

• Initial Complaint

  Date:08/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 25th, I called PackRat for a quote on moving my storage POD either to ********** or ******. The operator suggested I make a reservation in order to save $300 of whichever move I chose. I was told the reservation was free and no changes would be made to my account as I had no idea if I was going to do the move. 7 days later I called back to cancel the reservation. PackRat changed the monthly rent I was paying from $253.54/month to $343.68/month saying that my inquiry had changed the status my POD in storage from a local to a long distance move --even though I had done nothing, moved nothing, changed nothing. I have called 6 times to ask why this is and ask that my rent be returned to last months fee and they refuse.I was never warned or notified that making this "Free" reservation would cost me $100/ month more in fees.

  

  Business Response

  Date: 09/01/2023

  We deeply apologize for the stress and inconvenience this experience has caused the customer and appreciate the customer's willingness to discuss the situation in depth with a member of the Resolution Team. We will use the constructive criticism to provide a better customer service experience going **********************. 

• Initial Complaint

  Date:08/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of my old house 6/1. I did not yet have a new location and I paid a reasonable price for the service until the storage went over a month. A whopping $499 for one month inaccessible storage. I was unable to contact them because of poor customer service for over a week when they added another month. We are now at about $1000. For two months of storage, willing to pay that but not another when they cannot be reached. They do not negotiate any billing. So I informed them that my entire families original US birth certificates are in the container.. what will become of them? They will be sold to the highest bidder! US birth certificates! Six of them! They will be sold to the highest bidder. I have to report all six to the credit bureau, my Graddaughter is not even six yet and they are selling her Birth Certificate! What will they do with them? Sell them to terrorists perhaps when they realize nothing in the container is worth a ****. I never even had real wood furniture. They will likely pay thousands for this container of old beat up c*** and sell those birth certificates to make up the $$$$$. Those who profit on others misfortunes are not the types to leave personal items behind. Those ppl bow to the God of Greed

  

  Business Response

  Date: 08/29/2023

  We are deeply sorry for the trouble our customer has had with reaching someone. Our billing department has been made aware of the situation and will follow up with *****************
  

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20520131
  
  I am rejecting this response because:  the billing department has called me yesterday.   I was working so only minimal conversation was available.  The billing department confirmed in a recorded conversation that they do not negotiate.  I was informed that they call me back today as I offered my original offer of paying one month, zip back four days to take off the second month, thats $800 that they want and 400 that I offered.   They promised a call back at 9:30 am.  I did not receive the call.  I am still very concerned with the legal situation of knowingly selling US birth certificates of an entire family including small children.   I see it as a national security issue as well as fraud happening to each individual whos birth certificate will be sold.   
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/01/2023

  ***** has not emptied the unit to cease these rental charges, and it is confirmed that she was advised of the proper charges. Per her rental agreement contract with 1-800-PACK-RAT LLC., we reserve the right to place a Lien on her container and its contents if she does not pay the agreed Monthly Rental. Currently,there is no active Lien on her container, to which the customer has been advised. We also reserve the right to auction off said container if it gets to that point, regardless of the unit's contents. This is detailed in the contract that Miss ***************** signed on 5/14/23 before even coming into ownership of the unit or having the unit placed on her property. She has tried negotiating her debt; however, we are not willing to negotiate this at this time, as 1-800-PACK-RAT LLC. holds no fault in this dispute and has maintained clear and consistent communication throughout the term of her complaint.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20520131
  
  I am rejecting this response because:  ************ previously made arrangements with me after a complaint with the BBB. They immediately took away the arrangement before I could sign, raised the agreed upon amount and auctioned off my entire familys birth certificates, knowing very well exactly what they were selling to the highest bidder, I believe selling US Birth Certificates to the highest bidder is a national security concern. They do not negotiate and continue to charge during negotiations
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/18/2023

  *****, thank you for reaching out. Please refer any further questions or concerns to our legal department.

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repeated missed promises regarding delivery and now pickup of the empty container. The container is currently sitting in our driveway and was promised to be picked up on 8/22. That never happened, so we called 8/23 first thing and were told they scheduled it for pickup with priority on 8/24. Now 5p evening of 8/24, we are told they will be moving it to tomorrow. At this point we have been unable to use ********** for the entire time it blocks our drive, and we have to get it off our drive for lease compliance.

  

  Business Response

  Date: 08/25/2023

  We appreciate ********************** reaching out to let us know about the delays he experienced. We are deeply sorry for the problems this caused him and his family. We can confirm the container has been picked up and a team member has contacted ******* to provide compensation for the delays.
  

• Initial Complaint

  Date:08/23/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1800Packrat which is a moving container business charged $338 for use of their pod for one month. They then charged me on **** to move the pod across country from ***************, ******* to the metro Detroit area in ********.Problems that occurred with move1- picked up filled container one week late with no contact.2- dropped off container 3 days after scheduled date. Charged $25 for changing date but waived. Did compensate $200 for delay.3- three days late picking up empty container, the container is still in front of the apartment. The response that I get is there is nothing they can do about it. It will be picked up when they can and they cant get a hold of anyone at the distribution center.I am making a complaint because *********** is not holding up their end of the contract. The container should have been mine for only two weeks, but due to delays I am three days short of being charged for another month with the pods still sitting in front of my apartment.

  

  Business Response

  Date: 08/28/2023

  We deeply apologize for the delays and poor communication regarding the unexpected rescheduling. We appreciate ************ taking the time to give us details about her experience and allowing us the opportunity to work on a resolution.

• Initial Complaint

  Date:08/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Raised the rate almost ******* at the time of pick up. Was told total was **** instead they charged ****. We can't get our stuff shipped that's already in the container unless we pay a lot extra.

  

  Business Response

  Date: 08/22/2023

  We are truly sorry for any miscommunications regarding billing that our customer experienced. A team member reached out to **************** to discuss the charges and issue compensation. We appreciate her taking the time to let us know about this issue and providing our team with valuable feedback.

• Initial Complaint

  Date:08/21/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired the services of 1-800-Pack-Rat for a long distance move. I utilized two 16ft units for my move from Virginia to ************. For the first part of the move both units were delivered and pickup on time although one of the units had multiple holes and I had to patch them.Once in ************, I called with several weeks in advance to schedule the deliver of my property. The units were first scheduled for deliver on 8/18. I waited and waited with no communication from the company about the status of my property. I ended up calling later in the afternoon at which point I was just informed that the driver would give me a call with an estimated ETA which could be as late as 10pm. Within an hour of making that call, I received a text message from the company (I assume it was the driver) informing me that my property would not be delivered as scheduled and instead that it would be delivered today 8/20 between 8am and 12pm. So today, 8/20, I wait and I wait and there is no communication from the company as to the status of my delivery. I ended up calling four different times. Each time getting the runaround. During one of the calls I was informed that the regional manager would call directly to the local offices to see what was delay and that the manager would then communicate with me as to the delay and estimated eta. The entire day passed and no communication from the company. It is past 10pm right now and my property was once again not delivered. I am very concerned and do not understand the lack of communication or care about their failure to delivered my property. Was my property lost or stolen?This has caused tremendous stress and anxiety. Especially since we have no beds to sleep on. I spent a lot of money hiring this company for my move. The least they can do is communicate and make efforts to solve this situation.

  

  Business Response

  Date: 08/22/2023

  We are truly sorry for the unexpected delivery delays and the additional stress and hardship this has caused our customer. We appreciate ******************** speaking with a member of our Resolution Team so we could discuss the timeline of his move and provide compensation for the issues that occurred. We look forward to completing this move on a better note. 

  Customer Answer

  Date: 08/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************