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

  5752 NC Highway 117 S Wallace, NC 28466-8278

  
• 

  1-800-PACK-RAT, LLC

  385 French Collins Rd Conway, SC 29526-8483

  
• 

  1-800-PACK-RAT LLC

  533 Rotterdam Industrial Park Schenectady, NY 12306

• 

  1-800-Pack-Rat

  11 Perina Blvd. Cherry Hill, NJ 08003

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:08/07/2023

  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.

  This company is stealing money. I was quoted $****.00 for my move. **** for the actual move, 1 month free storage, then 350 a month for 4 months. A grand total of **** dollars, this was to beat the deal I had with Pods. I had called in a few times and was told I would be charged a ****** deposit, then they would pull the remainder of the MOVE cost when the pod was picked up. When the pod was picked up I was charged almost **** dollars bringing my total to ****.00 not including any of the storage. I called in and they started that the **** I was quoted was just for the move and it had nothing to do with storage even though that was the only reason I switched it from Pods to **. I looked in my gmail account for the quote and realized that if you delete an email it is permanently deleted after 30 days. I called in and explained the entire situation and the ** phone rep refused to send me a copy of the original quote because it clearly shows they are STEALING MONEY. All of the phone calls are recorded but they refuse to pull the call showing I CLEARLY was quoted something different than what they are trying to force me to pay now. Now my total cost is almost ******* for the same service

  

  Business Response

  Date: 08/08/2023

  We are truly sorry for any billing issues and frustration that occurred during our customer's move. A team member has reached out to ************** to discuss and process the proper compensation. We appreciate the feedback that was provided as we are always working to improve.

• Initial Complaint

  Date:08/03/2023

  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 booked two containers online and both were delivered in the scheduled day with no problem. Since then, we have had nothing but problems with the company picking up the full containers for storage. We booked the pick up for a week ago. We now are to the point where we no longer own or reside on the property and there is still one container there!It was to be picked up ****. No one showed up or contacted us. When we called that evening, the wait time for a call was two hours. At that time I was told it was rescheduled for 7/28 (without contacting us). I was told the facility had to be contacted and a supervisor would get back to me. No one got back to me. I called 7/27 and spoke to another supervisor and was told both containers would be picked up 7/28. Only one was picked up. Still no contact from anyone to tell me the other was rescheduled. The other has been rescheduled everyday with only one text. The person on that text will not return my calls. I have called to ask for resolution as this is not our property and no one will get back to me. I looked on the website today and it is showing rescheduled again (again, no contact). We are at the point where we need to have this towed off the property.

  

  Business Response

  Date: 08/08/2023

  We appreciate ****************** taking the time to let us know about the delays and the problems this caused during her recent move. We are deeply sorry for the added stress that was caused by these delays. A team member has reached out to discuss the issues that occurred and to process compensation.

  Customer Answer

  Date: 08/09/2023

   
  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:08/01/2023

  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 was told to schedule a time for storage container pick up. The driver showed up over 2 hours early and took the container refusing to wait. I was not finished loading my fathers items in the container and was forced to dispose of expensive items such as a new mattress, tools, lamps, furniture. The container was over a week late in delivery. I had to change my parking permits.The container did not show up the date it was scheduled to be delivered when I had movers hired and waiting. No one called to tell me. I called to find out where it was. The manager said it could not possibly be delivered that day because the driver did not have it yet and he could not talk to me about any type of compensation. The delivery driver came a day later and told me he had called that manager the day before just 10 minutes after he talked to me and said he now was able to deliver the container that day. The manager did not respond. I had movers waiting the day before but was unable to get them for the day it was delivered. I have called for days trying to speak to someone about compensation and have been disconnected and not called back over and over.

  

  Business Response

  Date: 08/04/2023

  We appreciate ********* taking the time to let us know about the issues that occurred, and for speaking with a team member so we could learn more and issue compensation. We are deeply sorry for the early pick-up and delivery delays. It is never our intent to cause any added stress or frustration during a move, and sincerely apologize for any hardships that were caused by issues on our end.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20406007
  
  I am rejecting this response because:
  I was refunded $700 out of 
  $2,299.78. I asked for half of my payment back and they said they can only ever refund up to $700. They currently have a 50% off coupon on their website as a banner and are unwilling to offer me what I think would be fair compensation for items lost. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/01/2023

  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.

  My husband and I decided to use 1-800-pack-rat for a long distance move as unfortunately there was a gap in our move out/in dates. Both containers were delivered late and they attempted delivery once of the wrong size container delaying an additional day. When it came to pick up, no one arrived the day of pick up. No answer from corporate after a 2 hour phone wait. 4 days later, 4 > 2 hr phone calls, and 2 formally rescheduled pick up dates, the containers still are not picked up. Now we are on the hook for a lost security deposit and the containers are at risk of being towed. Still no answer/response from the regional manager.Would not recommend. The **********, ** location is a disaster. Only redeeming factor is the drivers are kind and apologetic on behalf of something they have NO control over. Would not recommend. This has been an absolute nightmare and still no guaranteed resolution in sight. Regretful we still have half of a move remaining with this company.

  

  Business Response

  Date: 08/04/2023

  We are truly sorry for the pick-up delays and the issues this caused. A team member has reached out to ****************** to discuss the details of her move and to provide compensation. We look forward to completing this move on a better note.

• Initial Complaint

  Date:07/31/2023

  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.

  My units were dropped off 6/9/2023 and picked back up 6/16/2023. These interactions were the only positive ones i have had with this company. We moved from ** to NY. For starters i was told on the phone my total would be $**** and then $340 per month if unit was needed for more then 30 days. To my surprise i was charged a total of $6079.15 initially. A charge of ******* instead of **** and then ****** for storage right away. While i now understand since I've talked to multiple people however when initially talking to the man who set this up for me i was lead to believe i would only be charged the storage fee if i had the units more then 30 days. He lead me to believe $**** included the first month so right off the bat i was charged $965.15 more then i was lead to believe i would be. Then my units go to a facility that apparently doesn't deliver to my area. So for weeks now I've been trying to get my belongings delivered, I've been charged another month rent of $******. While i understand it is not ideal my belongings went to a facility that doesnt deliver to my address but their cut off is less then 5 mins down the road why am i being treated as tho i dont matter and im being treated like any one is doing me a favor. I've been without my belongings for a very long time now and i shouldnt have to beg to have my stuff delivered. So in total i have now paid ******* (******* more then quoted) I still dont have my belongings as of 7/31/2023 and in less then 2 weeks they will charge me another ****** even tho i dont need the storage i want my stuff. It is soley this companys fault my stuff is still in their units as i keep getting the run around and told they are working on it. So super cool I've been charged $******* more then i budgeted for and i am spending more money every day because i have to purchase items my family needs to survive because all of our stuff is in one of their facilities and they are in no hurry to assist me and deliver my stuff.

  

  Business Response

  Date: 08/09/2023

  *******, thank you for taking the time to share your experience with us. We deeply apologize for any miscommunications that you may have experienced. Thank you for speaking to a member of our Resolution Team so that we could gain more insight into the situation. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you.      

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20400852
  
  I am rejecting this response because: this company called me after they received my complaint acting as though they were concerned, and they cared. They agreed to refund a portion of the bill that was wrongfully taken.  So I was pleasantly surprised and was okay with that response. However then I was told that they cant refund me because my card is saying declined. It wouldnt except the refund so theyd have to request for a check to be sent out and processing will take 30 days.  So again at this point I was aggravated but I guess Ill eventually get some of my money back so I moved on hoping one day Id actually see a refund from them. Lets fast forward to today. Today I open up my statement and not only has this company not refunded me yet they decided they would take an addition month storage out of my account. Yes took more money from me the money I needed to pay my bills this month. So I call to say hey I need that money back. The account is closed yall have your units, they place me on hold and come back and the man tells me it looks like your account never got closed out, but I see both units have been returned. He says let me get ahold of someone and get you a refund. He comes back and tells me theyll issue this refund via check with the other one.   So of course Im super upset at this moment and this gentleman was very pleasant to speak with I believe his name is ******* he has probably been the only person with this company to have an ounce of empathy. He transferred me to the escalation department in which the woman I spoke with there proceeded to tell me I will have to wait for the refund as the account never got closed out. I said that is not my fault that your company didnt close my account out properly. Its not my fault your company messed up. I shouldnt be penalized for it. Yall cant just take all my money and then tell me I have to wait 30 days to get it back. Is ****** going to pay the interest that accrues on this amount? The answer to that is highly unlikely. Is ****** going to pay the bills that are autogenerated to come out of this account and will now be rejected as money isnt there now because ****** took it because someone forgot to close my account out. Is Pakrat going to pay my late payment fees on those bills as well? Nope Im sure they arent and wont. This is all bad business. You cant offer me a refund for poor service then not refund me forget to close my account out charge me more money because you forgot to do your job and then tell me I have to wait for the money that NEVER should of been taken out to begin with because our contract our deal our agreement was completed and done!!!!  You didnt have permission nor authorization to debit my account any more money yet you did. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/17/2023

  We deeply apologize for the billing errors that occurred, and for the issues this caused our customer. A team member has spoken with **************** and can confirm the checks are being sent out as soon as possible.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20400852
  
  I am rejecting this response because: this company is just down right awful. They do just enough to try and make it seem like they rectified the issue when in reality theyve done nothing. Super so they have agreed to send me a check for the money they wrongfully took off my card. My contract was complete. My account should have been closed and because of their negligence for not ensuring my account was closed on their end I was charged again. Yes they have agreed to mail me a check. A check for the amount they took out illegally. However they dont seem to care that since they cant refund my money immediately I will end up paying interest on this before I actually get a check and they refuse to pay for that portion. Why should I have to pay additional money because this company put their hands in my account where it didnt belong and cant pay me back for 30 plus days. To top it off my normal bills that I do have contracts with apparently they dont matter as long as ****** got money that doesnt belong to them. Im not rich so to think I can afford to pay extra bills each month is absurd and to think it makes sense I have to pay the interest on hundreds of dollars this company took out of my account doesnt make sense either.  I just want it to make sense and it doesnt. So yes they have spoken with me but they havent fixed anything they havent made anything right. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair 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.

  On 07/18 I placed a request for services with 1800packrat to drop off a container on 07/22, to pick up the container from *********, on 07/29, and drop it off at the final destination in **********, ** on the same date. We would be charged as we went, drop off charge and monthly rent first and then the remainder after the services were completed ($422.20). The 07/29 came and no one contacted me to pick up the container, business hours are **** pm, I waited until 11pm for someone to notify me of anything and called various times throughout the day with no concrete answer given. My boyfriend and I have been sleeping on the floor of our empty apt which we have to be out of by the 1st. The next morning I received a text message stating trucks have broken down and all Saturday and Monday deliveries would be rescheduled but not when. I called Sunday, the whole day to get some answers. I finally find out that I have been rescheduled for 08/02 without notice and agreement from my part. I try to speak with someone to guarantee my container is moved before the 1st and they are unable to provide answers. Since Saturday, *** spoke to about 9 different ***** ************ and billing agents who were able to provide a few discounts but they are still charging me for services that will not be rendered (about $300 and something -they havent provided clear answers) I have canceled the order and understand being charged for initial drop off of container to *********. I am now renting a Uhaul and completing the move on my own. I still need to remove things from the Pack Rat container and move into the Uhaul. Moving is stressful enough and I had to deal with this company and their inefficiency to fulfill what they do as a business which makes this a really bad experience.

  

  Business Response

  Date: 08/02/2023

  We sincerely apologize for the issues that occurred during our customer's move. We appreciate ****************** speaking with a team member so we could learn more about her experience and provide compensation.

  Customer Answer

  Date: 08/02/2023

   
  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:07/31/2023

  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.

  1-800-PACKRAT was scheduled to be dropped off at our house on July 24th. The 24th came and went with no containers. Both my wife and I took time off of work to get the containers packed but wasted the entire day since the containers were not delivered. After calling customer support on the 25th, I was able to get them to add us to the schedule and drop the containers off that evening. This only left us with a stressful 3 days to pack our entire house into the containers. The containers needed to be picked up on July 29th since we closed on the sale of our house this morning (July 31st). Saturday the 29th came and went.... containers are still there. I called customer service and told them that these containers need to be gone no later than the 30th as this property will no longer be ours as of the 31st. They assured me that the facility would have them removed in time. It is now July 31st and we are no longer the owners of the property and these containers are still there. I need these containers to be picked up and removed. We've lost both time and money due to the inconvenience that this has caused us. I don't know if I can trust the company to deliver our containers to the new home at the time that they scheduled since they haven't been on time with anything thus far. Please remediate and stick to the schedule that we agreed upon at the time of signing our contract.

  

  Business Response

  Date: 08/07/2023

  We are deeply sorry for the delivery and pick-up delays that have occurred. We appreciate ************ taking the time to speak to a member of our Resolution Team so we could provide compensation for the issues and work on a resolution. We look forward to completing this move on a better note. 

  Customer Answer

  Date: 08/14/2023

   
  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:07/31/2023

  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.

  First, I booked a Quote with *****************************. We had a good 45 minute conversation about my needs, how the process works etc. I then called PODS and got a better price. ****** called me and spent another half hour chatting with me, beat PODS quote, and earned my business. I called 2 weeks later to update my delivery address AND SHE HAD NO RECORD OF OUR CONVERSATION. Had no memory of me. The quote was no longer valid. I had to raise h*** and get a manager to go back through the phone recordings to prove I'd even talked to ******. Next, they were a day late picking up our load. Their excuse was that their drivers keep quitting without notice (HUGE RED FLAG).Containers were picked up July 15th and scheduled for delivery July 29th. I was assured multiple times, including the day of delivery that they would arrive in time. I had movers lined up for 9am on the 30th, and because this is the busy season, I would not be able to reschedule them. 5pm on the 29th I call the 800#. After holding for nearly 2 hours (this isn't an exaggeration, they're hold times are literally the worst) acompletely clueless lady answers and tells me she has "no idea" where my delivery was, or why it didn't arrive. Says she has to transfer me to another company (??). The recording at that company says the hold time is 5 minutes. I waited an hour and no one picked up.Called again 7/30. Was transferred and told they had no idea why my shipment wasn't delivered, that maybe it would come tomorrow.I still have no idea where my belongings are, when or if they'll arrive, and Pack Rats customer service couldn't care less. This company failed to deliver on multiple promises. I'm demanding a refund.

  

  Business Response

  Date: 08/04/2023

  We are truly sorry for the scheduling issues and delays our customer experienced.It is always our goal to provide a stress-free move for our customers, and we apologize for problems that were caused by issues on our end. We appreciate ******************* speaking with a team member so we can learn more and provide compensation for the delays. 

  Customer Answer

  Date: 08/04/2023

   
  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:07/29/2023

  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.

  The company was contracted on 14July 2023. It was selected from a multitude of competitors. The company representative lower its quote price to $4,098.00 which was cheaper than several other bid. Container was delivered on 22 July 2023 and the company charged a first month rental fee of $343.68. The filled Container was picked up on 26 July 2023 and the company charged the credit card $4,517.99. The charged amount ($4,517.99) is $419.99 more than the than the $4,098.00 price list on their Order Number LDM-RET-******* dated 14 July 2023. Copy of the company 0rder Number is an uploaded document. Called company representative today (28 July 2023) about the $4,517.99 charge appearing on credit card and further stated the amounted charged exceeded the contracted price of $4,098.00. Company Representative summarized tha complaint as being fruitless the company wins.

  

  Business Response

  Date: 08/01/2023

  We apologize for any billing issues that occurred during our customer's move. A team member has spoken with **************** to discuss the charges and provide compensation. We appreciate the feedback and the opportunity to work on a resolution. 

• Initial Complaint

  Date:07/28/2023

  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.

  This place has given me a horrible experience. Units were supposed to be delivered yesterday and they refused to deliver because the traffic and a patch of grass. The driver said they were going to deliver at 8:30am and I told him to call me if anything was wrong. Did not hear anything until 3pm and customer service called to say they couldnt deliver and she would be reaching out to a manager and get back to me. 6pm comes around and still nothing. So I called them myself and back and forth with representatives until 10pm at night. Meanwhile I hired movers to come the next day at 8am. So the next day roles around and I call in the morning going back and fourth again to get to a supervisor, spoke to ****** finally and she said we could not get any refund from what we paid for storing the units and that we still had to pay for the delivery. Then proceeds to say that we have to come to the facility to unload all our stuff out of the units to then put in uhaul to then deliver to our new home. Its been a nightmare. I have paid a lot of money to these people and then had to dish out all this other money to move my own stuff. Do not recommend this company at all. There customer service is the worst Ive ever had to deal with. Id like a full refund of the $500.00 I paid for storing and the $38.00 delivery fee that is charged, also I am requesting to get my money back for paying the uhaul, which was $176.95 and the gas to put in it which was $50.00.

  Customer Answer

  Date: 07/29/2023

  This is a picture of the 26ft uhaul in our driveway where the unit was supposed to be delivered. There is no reason a 16ft unit would not have fit in this driveway. 

  

  Business Response

  Date: 08/04/2023

  We sincerely apologize for the issues that occurred due to the driver being unable to place the unit. A member of our Resolution Team has reached out to ************ to learn more about his experience. We appreciate the feedback he has provided as we are always working to create a stronger customer experience.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20389777
  
  I am rejecting this response because:

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