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:08/21/2023

  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.

  Ordered a container in May. Asked numerous questions about the process and received answers. Turns out every concern I had was warranted and everything they told me was a lie. There were issues dropping the container off, picking it up and I swear they dropped it during the move. The container is covered in dents that werent there when I loaded it and my stuff was tossed all around that pod even stuff tied down moved and I still cant figure out how other than it was dropped. The bars that the container sit on were damaged in one place and after 5 hours on hold got someone who didnt care like the majority of their workers. This company has lied to me, damaged my stuff and the only thing theyve done right and in a timely manner is charge my card and take my money. Also their quote isnt accurate. You can add $500 in hidden fees if youre brave enough to use this company. I wouldnt use this company again if the service were free. Im going to the BBB now but if that doesnt work I will be hiring an attorney and brining legal action towards this company.

  

  Business Response

  Date: 08/28/2023

  Our **************** department was contacted regarding the customers complaint.They have confirmed that a claim form has been sent to the customer. ********************** apologizes for any inconvenience this process has caused the customer. Should the customer have any questions or concerns regarding this matter, we encourage the customer to contact the claims department directly at ************** or **********************************

• Initial Complaint

  Date:08/17/2023

  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.

  My first pod was loaded on July 28th, without care and no concerned, the boxes were labeled with fragile and glass on a lot of them and the pod was packed like it was a game a Tetris. I did not receive my lock nor was my belongings locked in my presence, which added concern, I called and informed customer care of such and was supposed to receive a form for damage. The second pod came on the 08/01 this is when I was informed that the first pod was still in ********** although I had scheduled for it to be delivered to the destination on the 12th with customer care. I did not request for the pod to be held and shipped together nor was I informed. My pods did not leave ********** until the 8th, 7 days after the second load. On the 16th I called to inquire about adding unloaders and the date was confirmed for the 19th after paying $7772 my date changed to the 21st. I have paid a total $10,272 for this move and even after confirmation nothing is confirmed.

  

  Business Response

  Date: 08/24/2023

  Our **************** department was contacted regarding the customers concerns, and they confirmed that the claim form has been sent to the customer. **********************/********************** apologizes for any inconvenience and frustration this process has caused the customer. Should the customer have any questions or concerns regarding this matter, we encourage the customer to contact the claim department directly at ************** or **********************************

• Initial Complaint

  Date:08/17/2023

  Type:Product 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.

  Spoke to Sales Manager ***************************** in April. Moving ***** to *********, but need 2 containers moved ***** (April 18) to relatives address in ******** (July 1). My biggest concern was confirming delivery for July 1 weekend because we do not live in ******** and would be traveling there that weekend to receive. He said no problem July 1. He said containers would be immediately moved to ******** and waiting there for ** to request delivery. He said they only need 48 hours notice for delivery.June 7 called to re-state my request (3.5 weeks ahead) for July 1. Was told July 1 is fine. I then bought flights (non-refundable $1,011.44) for wifes parents to fly ********* to ********* to care for daughter and pets while wife and I travel to ******** to receive.June 8 Zippyshell called saying ******** facility is full and unknown if they can do July 1. Surprisecontainers still in *****.After multiple calls, the week of the July 1 weekend they finally give me a definite statement July 1 isnt happening. Wifes parents already flown to ****. As planned since ****** were in ******** that weekend. For nothing.Told Zippyshell we could make a second trip July *****. No response.July 11 they call asking can we receive next Monday July 17. I live in ********* and have a job, so could not travel to ******** on their convenient day Monday July 17, but the next week I called back and said boss was giving me a 3-day weekend so I could go to ******** that weekend July *****. Third time requesting delivery well in advance of 48 hours notice. Again they declined.July 18 were charged $537.90 for another month (July 18-Aug 18) storage for 2 containers ($219+$219) plus content protection ($99.90) despite Zippyshell not meeting original date and 2 subsequent dates.Ultimately had to call sick and travel to ******** 2nd time on August 11 to receive when convenient for Zippyshell. I seek refund of July-August $537.90 despite having incurred well over a thousand additional in costs.

  

  Business Response

  Date: 08/22/2023

  We are truly sorry for the delays and poor communication our customer faced during his move. This is not the type of experience our team works hard to provide,and we sincerely apologize. A team member has reached out to ************** to provide compensation for the issues that occurred and to learn more about his experience. 

  Customer Answer

  Date: 08/22/2023

   
  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:08/17/2023

  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 an appt for 8/9/23 to have an empty container picked up and returned to packrat.-8/9: no one shows, no contact from the company, called and was told that my pickup was scheduled for 8/10 because their trucks broke down, and they only had one truck to service the area. Apparently this is a recurring theme when reading the complaints on packrat's social media sites.-8/10: no one shows (again); tried calling customer service and abandoned the call after having wait times over an hour long..-8/11: get a text message from ******* ************ stating that the pickup would have to be rescheduled to 8/12 due to "unforeseen circumstances"-8/12: no one shows again -8/13: no one shows again -8/14: no one shows again -8/15: no one shows again -8/16: no one shows again; when checking my packrat account online it shows pickup date as 8/15. Finally got through to customer service and they confirmed that I was left off the schedule for 8/16.. She could not help put me back on schedule and promised to transfer me to someone that could assist. This person is also supposed to be able to put me on a "no charge" list so that I don't get charged another month due to packrat's incompetence. At this point I've been on hold, for that transfer, for over an hr. Why is it so hard to get help? I just want this container out of my driveway.

  

  Business Response

  Date: 08/21/2023

  We sincerely apologize for the delays and billing issues that occurred during our customer's move. A team member had the opportunity to speak with **************** to discuss his experience and provide compensation. We can confirm that the unit has been picked up. We appreciate the valuable feedback we have received as we are always working to improve. 

  Customer Answer

  Date: 08/22/2023

   
  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.  All issues have been addressed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/17/2023

  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.

  I made a request for a container, they delivered the container two days late, had to call them many times was on hold for over an hour, when I finally spoke to a supervisor or dispute supervisor was told that they were contacting the local office. The local office finally called me and then I was told that they didn't have the size I requested which was a 12ft container. This put the work done to my house behind 2 days and then to be told that they didn't have my container size was very frustrating. After talking to many people I was given a discounted price for the container. Now it is the day for them to pick up the container I asked again to speak to a supervisor was told that they could give me 7 additional days and they would prorate the amount for pick up. Today I looked at my account and was charge a full months rent. Person I spoke with to extend the container and not be charged a full months rental was *******. Today I called and spoke with a ******* who told me that I was charged 2 pick up fees and a 1 month rental. He told me he would credit me one of the pick up fees however ******* who I spoke to about the pro-rated amount did not note the file and that he has to wait for the recording to be reviewed before he could do anything with what they are charging me. I have had nothing but a horrible time the employees were very rude and no one I spoke to did what they said they would do for me as a customer. I am never going to do business with them ever again and would like my money back for all the stress and money that I have to deal with. They need better customer services representatives and more supervisors that we as customers can speak to. I was denied the opportunity every time I requested one. Here my order number 788380807/11/2023.

  

  Business Response

  Date: 08/22/2023

  We sincerely apologize for the delays and customer service issues our customer encountered. It is always our goal to provide a stress-free move, and we are deeply sorry that this was not ***'s experience. A team member has reached out to Thu directly to discuss the issues in further depth and to work on a resolution. 

• Initial Complaint

  Date:08/16/2023

  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 set up a pick up and cross country delivery from ******** on July 30 pick up and a August 14th drop off in ********. I called on Aug 9th to check when my container would be delivered. I was told it was never picked up on July 30th and no one even tried to contact me. So the agent I spoke with said they tried to pick it up but didn't so it was still sitting at my old address blocking parking spaces. I said I understand these things happen and she said it would be delivered on Aug 22nd. On Monday August 14th I called in again and spoke with an agent named ***** so I could make sure that the delivery was on schedule and he said it wouldn't get there by the 22nd but it may get there on the 28th, who passed me onto ****** his supervisor. Who told me that August 22 was never going to happen. I said that was unacceptable as I started my new job on Aug 15. I told her I could make the August 22 date work, but Aug 28th was out of the question. ****** said all she could do is escalate it up to her supervisor. ***** the other supervisor kindly called me back the same day and said there was nothing she could do, and offered me $200 for the late pick up. I asked to have the container to please be expedited since I was string my new job and needed my tools and clothing and she said no that it wasn't their fault and the best I could do is accept the $200.What can I do in order to right this wrong?

  

  Business Response

  Date: 08/22/2023

  We sincerely apologize for the unexpected delays and the problems this caused our customer as he started a new job. A member of our Resolution Team has reached out to ********************** to update him on the delivery timeline. We look forward to reaching a resolution soon.
  
  
  

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20475124
  
  I am rejecting this response because:

  The company did not pick up the moving container when promised then forgot about it until I reached out. Even after I reached out took them 3 days to pick up the container that had all of my belongings. The delivery was supposed to happen August 14th when my new job started and today is August 23. I have no bed, none of my tools and books for my new job and nothing to cook with or eat with. I have the extra expense of buying clothes, an air mattress and other sundries in order to accommodate. Moving and a new job already take a toll on a person's, the anxiety and stress are very real. But then to not have any of the things that you need adds to helplessness. The trama you have caused me and my family is immeasurable and unforgivable. After seeing other reviews on line it seems that this is a common practice by Pack Rat and I don't want other families to suffer the way we have.

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

  

  Business Response

  Date: 08/23/2023

  We appreciate our customer providing additional information and feedback. We are truly sorry for the continued frustration ********************** has experienced. We have reached out to discuss the issues and provided compensation. We can confirm that the container was delivered, and we look forward to completing the move soon. 

• Initial Complaint

  Date:08/14/2023

  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.

  Scheduled a pick up of my container from my driveway several weeks before on 8/12/23. My house is scheduled to be photographed & listed for sale on 8/14/23. On 8/12, after receiving no call about the container and no one picking it up, I called at 5pm to ask about the status. I was assured that a truck was in route and my pick up window was 5-7pm. No one came. On 8/13, I began calling customer service at 7:30 am mst and was hung up on 5 times after being put on **** min holds. Finally, I got a manager who said that all the trucks were broken down and the drivers had called out, so the earliest they could reschedule was 8/15. I explained that this was unacceptable and I needed the container picked up, and whos to say that on 8/15 it wouldnt be pushed back to 8/16, 8/17, whenever!! And I was charged on 8/10!! I do not trust this company with my belongings because they cannot handle logistics and I do not believe I will ever get my stuff back once they do actually come and pick it up (if this ever happens.) I am going to lose money on selling my house because I have to reschedule everything because of this! I explained this and all they could do was write an email to the facility asking if they could possibly add me to Mondays schedule, but the manager said Monday was overbooked. I do not expect to hear anything back. I want my money refunded and I want compensation for the money Im losing right now. We have a signed contract and they are not keeping their end of the bargain!

  

  Business Response

  Date: 08/17/2023

  We are deeply sorry for the delays and the problems this caused while our customer is listing their home for sale. We appreciate **************** speaking with a team member via email so we could learn more and work on a resolution.

• Initial Complaint

  Date:08/14/2023

  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.

  June 2023 hired Zippy Shell to pack & ship 2 containers from AL - NM. Each container insured $10,000. I purchased plenty of boxes, padding, shipping blankets, tape, ratchet straps as instructed by Zippy Shell for them to pack my containers.June 6 They arrived to Load & were very difficult to work with. They did not want to use any of the packing supplies. My lockbox with personal information has disappeared causing BIG headaches as I did not have required documents to start my new job, costing me a last minute flight ****** to ***** to get it, hotel ****** and rental car *****. Now costing me $6 identity theft monthly fees (2 yr requested) to monitor my information. Time off from NEW job $423. Total $1,381.76 Upon receipt of my containers in NM, Zippy shell movers unloaded my containers per the agreement. They told me the 2nd container was the worst packed they have EVER seen in over a decade. I had furniture in this container that was 8 month old purchased NEW! Everything was broken beyond repair. They did not send enough people to help get items from the other container up ************* accidentally damaged the wall in a house I am RENTING! But the people they sent were very apologetic, polite and helpful.I IMMEDIATELY sent pictures and complaints to Zippy shell customer service & received an automated response they would respond to my email within 24 hours. Same as all my subsequent requests & I have not heard anything. I have called and have been unable to get anyone to answer the phone. PAID 6-7 438 6-6 ******* **** ******* 7-8 ***** Total $9,183.72 half requested $4,591.86 U shaped wooden desk $1965 Glass cabinet wooden Buffet $1521.28 Wooden shoe bench (included in above)Professional Guitar ***************** $2000 Total $5,486.28 Damage to wall unknown amount I will have to take 3 days off work for Professional repairs, 1 for estimates, 1 day for them to patch, 1 day for them to finish and match paint $500, time off from NEW job $635.Total $1135

  

  Business Response

  Date: 08/15/2023

  We are truly sorry for the damages that occurred and the additional stress this has caused our customer. Our ***************** has been unable to find any information regarding a claim from **********************. A team member has emailed him a claims form. Once we receive the claims form and requested documentation, we will begin the claims process immediately. Please do not hesitate to contact us directly at ************** or *********************************.
  

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20458651
  
  I am rejecting this response because: it has not been resolved. I finally received the form letter to file on the insured move of 2 containers, they packed and damaged. I sent them the form the same day and have been told it will take 90 days for them to review.  But I am out a lot of money in a waste of paying for the move of 1 container and contents, as well as loss of work time at a new job and concerns about my personal information in a missing lockbox. If this is closed and the case is not resolved per my request, I will be required to file a complaint on the next step of the process. I would have been much better off donating all my new furniture that was destroyed. I am being very reasonable in the financial reimbursement requested. I had 2 ******** guitar cabinets damaged that need replaced and look at how expensive they are now! $1599 EACH!

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

  

  Business Response

  Date: 08/22/2023

  Our **************** department was again contacted regarding the customers complaint. They have confirmed that claim information has been received and are actively working on it. An actual claim resolution is unavailable because the claims department needs an appropriate amount of time to evaluate the claim. 1-800-PACK-RAT Zippy Shell apologizes for any inconvenience this process has caused the customer. Should the customer have any questions or concerns regarding this matter, we encourage the customer to contact the claim department directly at ************** or *********************************.
  
  

• Initial Complaint

  Date:08/11/2023

  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.

  First, the delivery of the unit was five days late. Then Unit was supposed to be picked up August 1 and I have called every day sense and they keep promising to pick it up. It has been ********************************************************************************************** that it would be picked up today the latest its still in the driveway. I want a full refund for all of this ridiculous. Nobody knows whats going on and nobody is taking action or responsibility.

  

  Business Response

  Date: 08/15/2023

  We are deeply sorry for the delivery and pick-up delays that have occurred during our customer's move. A team member has reached out to **************** to discuss her experience and to process compensation for the issues that occurred. 

• Initial Complaint

  Date:08/10/2023

  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.

  We were scheduled to have a 16 foot pod delivered to our address (by Pack Rat) the evening of 8/1 and this pod was to be packed by movers, we had hired, on the morning of 8/2. The pod was then scheduled to be picked up by Pack Rat on the evening of 8/2. We paid an additional fee to have the unit delivered during a guaranteed time window of ****pm on the 1st and then another additional fee to have the unit picked up between the hours of ****pm on the 2nd. On the evening of the 1st around 7pm we placed a call to Pack Rat to check on the status of our unit. We waited on hold one and a half hours before reaching an individual. Once we reached someone at Pack Rat, an individual told us our unit was still scheduled for delivery between the hours of 8pm-12am. We expressed concern that we had paid for a guaranteed delivery window and asked for a refund of our guaranteed delivery fee. We were told by a Pack Rat representative that they would not be issuing a refund because it would still arrive tonight, even if not in our guaranteed window. We had already moved our furniture out of our home and were living somewhere else with the expectation that we would finalize moving boxes into the pod on the 2nd. However, despite the fact that we had no furniture at our home, we wanted someone to be home to take delivery of the pod when it arrived so my husband stayed at our house expecting a delivery before 12am, at which time he would come back to our new home. 12am came and went without a delivery or a call back. After sitting on hold again without answer, my husband decided to sleep at the home, on the floor, incase the pod was delivered overnight. The morning of 8/2 came, and no pod had been delivered. I sat on hold for 2 hours before finding out the the pod could not be delivered until 2pm since it was "lost". I asked for a cancellatin and refund. I have yet to be refunded. I was forced to secure a storage unit ($258.00) and pay our movers and additional $1100.00. Order #*******

  

  Business Response

  Date: 08/15/2023

  We sincerely apologize for the delays due to issues on our end, and for the problems this caused our customer. We appreciate **************** taking the time to speak with a team member so we could learn more about her experience. We take all feedback seriously as we are always working to improve.