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

  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

  260 S Niagara St Lockport, NY 14094

• 

  1-800 Pack Rat

  425 Timber Ridge Rd Middletown, CT 06457

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:07/24/2023

  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.

  This business is a FRAUD: I canceled my container but they charged me $500 and cannot get in touch with anyone to reverse the charge because 3 email addresses for 1-800-PACK-RAT do not deliver and the phone number I was given ****************** says that extension doesnt exist.7/19/23: I reserved a container on for my long distance move. I was immediately charged $500 on my credit card.I was told I was going to get log-on information for MyPackRat account to view details online. I did NOT receive an email with log-on information, but I did get 4 other emails from them.6 hours later I try emailing ******************************** ****************************************************** and ************************************ per my contract. All emails come back Delivery Status Notification (Failure).Then I call **************: wait time is > 30 min so I give my phone number for a call back. 1 hour later I get a call back and explain that I cannot log in to my account and no email goes thru and I want to cancel. After walking the agent thru the steps, he keeps asking why do you want to cancel? and I say, because I cant contact your company. He says they will reverse the $500 charge on my card.7/24/23: My card still shows the $500 charge so I call ****************** per the email titled Meet Your Move ****************:We look forward to working with you on your upcoming move!The Move **************** with 1-800-PACK-RAT *************************************************** ****************** and the voicemail says that extension doesnt exist and hangs up on me. Then I call ************** then pressing 1 several times to get to billing, says wait time is over an hour and cycles me thru the prompts again. I press 1 several times, states wait time and hangs up on me!!!Summary: they charged me $500 and I cant get in touch with anyone about it.

  

  Business Response

  Date: 07/27/2023

  We are very sorry about the difficulty our customer had with reaching us regarding the billing error. We appreciate ** speaking with a team member so we could get that charge reversed. This can take 3-5 business days to update. We are happy to know we could reach a resolution for our customer. 

  Customer Answer

  Date: 07/28/2023

   
  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 with regards to the refund. I'm not sure if those phone numbers I reported are still non-existent or actually work now, but I did my part to help them out as a company - it's up to them to fix it and followup with themselves.

  
  Sincerely,
  
  JJ

• Initial Complaint

  Date:07/24/2023

  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.

  We called to schedule pick-up of our container 3 weeks ahead of when we needed it picked up. They told us they would pick up the container on 7/21 between the hours of 7 am and 10 pm. We were available the entirety of that time window. They called on 7/21 and told us they would be arriving between 6pm-8pm. They never showed up. I have been trying to reach them and have been on hold a total of 3 hours and 17 minutes between two phone calls. They have hung up on me both times without anyone answering. I cannot get a hold of anyone to get assistance, so at this point I'm not sure what to do. We have had to delay other services because the container is in the way, so at this point it is costing us money because they have not fulfilled their services.

  

  Business Response

  Date: 07/25/2023

  Unfortunately, we have not been able to locate your order based on the information we have at this time. If you could update your post with more information, such as ********** or order number, we will investigate this right away and follow up with you directly. Thank you!

  

  Business Response

  Date: 07/28/2023

  We are deeply sorry for the delays and the issues this has caused. A team member has attempted to reach out to ******************** to discuss their experience. We look forward to speaking with him soon. 

• Initial Complaint

  Date:07/21/2023

  Type:Sales and Advertising 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 used this business for my move from *********** ** to ********, ** on June 28th, 2023 and from the start it was issues. I called at 7am to confirm the container was indeed coming by 10am but when the driver came he asked where is the container and I said "what container?" then he had to drive an hour away to get one, which in turn made another hour to return it. I had hired two taskrabbit helpers to load and had to pay them although their was nothing to load into...so they essentially got paid for doing nothing but sitting in there air conditioned cars. I lost $150 via Priceline for a hotel I had paid for believing I'd be out of ** by then on my route to ********, thus I had to pay for another hotel within ** due to this mishap or breakdown somewhere. The driver just wanted to assure me it wasn't his fault he does what he's told and felt horrible, so much so he even came back that late afternoon to retrieve the container as my new tenant was moving in as I was supposed to be long gone. Unfortunately, due to my mother's sudden death, I had the unfortunate mishap of handling all of my mother's affairs in ******* and emailed ******************************? my initial sales rep who didn't reply but wanted to communicate with this business to relay delay in my container until after the funeral. I called today July 20th and was told that my container would be delivered on July 27th and then retrieved on the 29th of July. Then later told that it wasn't true as the agent didn't give me correct information as I had believed and was so excited about after such an overwhelming month. I'm a disabled Navy Veteran and scheduled my first appointment here in ******** ** on July 31st, most of my Paperwork is in a box inside that container but now I have to reschedule due to the fact I don't have what is needed. ******* is the only one that handled me with care, got my$150 credit, given correct info and yet I am disappointed Aug 3rd is new date AFTER telling me the initial date of Jul 27th.

  

  Business Response

  Date: 07/24/2023

  We are truly sorry for the delays and the additional stress this caused our customer during a difficult time. A team member has reached out to discuss the issues that occurred. We hope to have this resolved for **************** as soon as possible. 

• Initial Complaint

  Date:07/20/2023

  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.

  I scheduled for my full packrat container to be transported today to our new address. They were a no show. Around 4:30 I called to confirm that someone was still coming. **************** said yes, but no one ever came and we were never notified of a delay. We have another empty container scheduled to be delivered tomorrow and transported on Saturday that we have email confirmations for, but when checking the portal for any information it no longer shows those dates. I tried calling customer service this evening and could not get through. I am hoping this can be resolved before we close on selling our home Tuesday.

  

  Business Response

  Date: 07/25/2023

  We are very sorry for the delays our customer has faced during their move. A team member has reached out to ************** to discuss the situation. We will stay in contact until the move is complete. 

• Initial Complaint

  Date:07/18/2023

  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 have had nothing but problems with this company. First time they promised to have our containers delivered by a company employee in the resolution department twice that my containers would deliver them on time. We received a call from the driver saying he couldnt get here on that date and because they were supposed to deliver on Thursday then Friday and didnt they couldnt deliver it until Monday. We had storms on Thursday and were without power in very high temperatures . Because them not telling me until Friday we had to sleep in a 100 degree house when if we had known we would have gotten a hotel. Very frustrating to say the least. Now we have two contenders sitting in a driveway that we no longer own that if the new owners want to they can have them towed off of their property. There is absolutely no communication from that company. I have called several times and put in for call back per them and have never heard back. I call back and they say its an hour and I still cant talk to anyone.

  

  Business Response

  Date: 07/19/2023

  We are deeply sorry for the delays and the lack of communication our customer experienced during their move. We work hard to provide a great moving experience for all our customers, and we sincerely apologize that we missed the mark ***** A team member has reached out to speak with ********************* regarding the problems that occurred. We look forward to getting this move back on track. 

  Customer Answer

  Date: 07/25/2023

  Our move is still in progress We do not wish to reject or accept the businesss solution at this time. Once the move is complete, expected completion date August 7 2023. We will then review the proposed solution from the business and make a decision at that time.

  

  Business Response

  Date: 08/01/2023

  Thank you for the additional feedback, ****. We look forward to completing your move on a better note. 

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20338402
  
  I am rejecting this response because:
  We are still in progress of receiving and unpacking and we will consider closing after we are done with the process which is scheduled to be on monday august 7th. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/08/2023

  We can confirm that the move has been completed. Again, we apologize for the issues that occurred throughout our customer's move. We appreciate the feedback we have received and will use the notes moving forward.

• Initial Complaint

  Date:07/13/2023

  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.

  I ordered a 16' container from 1800PACKRAT on 5/31/2023 for the purpose of performing my final military move after retiring from the ** Navy. I did not select a military move when placing the order since I was unable to honestly select the "I am an ******************* Member" when ordering the move since I retired earlier this year.An empty container was delivered to my old home on 6/11/23 without incident.A full container was retrieved from my old home on 6/17/23 without incident.On 7/11/23 I called the company to request weight tickets be added to my contract. I was informed (via a service agent) that weight tickets were successfully added to my order and that my container would be weighed prior to delivery on 7/12/23.On 7/12/23 @ 8:06am I was informed the full container would be delivered to my new home by 9:30am.On 7/12/23 @ 11:00am I scheduled movers for 5:00pm at a cost of $500 (non-refundable).Due to constant long phone hold times, I started a chat session @ 1:17pm on 7/12/23 to verify the container was weighed prior to delivery. While waiting for a reply, I informed her at 1:12pm that the container would need to be picked up, weighed, and redelivered prior to 5:00pm if it was not already weighed. At 1:37pm the agent informed me that the container was delivered WITHOUT being weighed. I told this agent and four others that the company would either need to weigh and return the container to be by 5pm on the 12th, or that they would need to refund my entire amount since they were in breach of contract. They told me the earliest they could weigh the container was 7/15/23.I am out-of-pocket for those expenses since I am required to furnish full and empty weight tickets to prove my claim and be reimbursed for my move expenses.At 5:00pm on 7/12/23 I unloaded of my container. I was unable to delay this due to numerous scheduling conflicts.I was offered an insufficient credit (~$80) which I declined. I request a full refund of all expenses incurred.

  

  Business Response

  Date: 07/19/2023

  We are deeply sorry for the issues our customer had with getting the necessary weight tickets. Our team works hard to provide the best support possible, and we sincerely apologize that we did not succeed in ******************** case. A team member has reached out to discuss the situation further. 

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20316138
  
  I am rejecting this response because:

  1800PACKRAT did reach out to me on 7/19/2023 but not to offer me a refund for unkept promises. Instead, they only sought to verify I received a Weight Ticket Letter(attached).  They are mistaken by believing that a generic letter would provide proof to the US GOVT that I moved X,*** lbs of household goods.  This letter only stated that the container was dropped off full, and returned empty.  There was no tare ore weight information within this letter.  When I contacted the company previously, they declined to refund my expenses for the container rental.  I have since filed a dispute with my credit card company for the breach of contract.  My credit card company sided with my findings and issued me a full refund.  This filing could have been avoided if 1800PACKRAT fulfilled their contract OR at least refunded my purchase when they didnt provide their contracted services.  I have again re-learned my ****** that cheaper is not better.  I wish I had paid more to utilize a more reputable company with better services and customer service.  Its clear that through this experience and other BBB filings that I will NEVER contract this company again.  I hope others can benefit from my experience and the countless other BBB filings made against this company.

  Very Respectfully,
  ***********************

  

  Business Response

  Date: 07/21/2023

  We appreciate the additional feedback our customer has provided.  We have ************************ the updated information to our ******************* Again, we are very sorry for the problems **************** encountered during his move.

• Initial Complaint

  Date:07/13/2023

  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.

  Completely disorganized and they have no idea how to handle logistics, which is kind of important for a moving/shipping company. We went ahead and reserved 2 containers even though we weren't sure of the move date because the sales person on the phone told me we could move it as much as we needed. Great, first date was a few weeks away and we weren't ready so we pushed the date back. The morning of the original move date, their warehouse called me to confirm delivery because the driver was on his way. I advised them we had pushed the date back and apologized for the inconvenience. We had to push the date back one more time and the same thing happened the second time. Today (7/12/23), the containers were both supposed to be delivered and their driver showed up with only 1. I called customer service and was told they messed up on the scheduling. I advised them I had paid $1000 for movers to come load both containers and if the second one was not there by tomorrow, it would cost me another $1000 for them to come back out. He placed me on hold to call the warehouse and came back on and told me they likely couldn't have them there by tomorrow but maybe Friday. I asked if they were going to cover the extra $1K this was going to cost me that I don't have and they offered me $100 off the final bill. He fully admitted this was their mistake but they are not willing to do anything to fix this or give any acceptable type of concession for their HUGE mistake. This is a move across several states so it's not like we have a huge amount of time or money to play with. I doubt this will be answered in time for our move, compensation for the extra we have to pay movers due to Pack Rat's mistake is expected. they have done or offered absolutely nothing to make this right. I don't even know if we will get the second container, but we've been charged for it.

  

  Business Response

  Date: 07/18/2023

  We sincerely apologize for the unexpected delays and the problems this caused during our customer's long-distance move. We can confirm that the move has been completed. We appreciate ******************** taking the time to provide valuable feedback as are always working to improve our services. 

• Initial Complaint

  Date:07/12/2023

  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.

  Dates on or about6,3,2023 and 6,17 2023

  

  Business Response

  Date: 07/21/2023

  We apologize for the delays and the issues this caused our customer. We appreciate ************ letting us know about his experience. A team member will be looking into this and reaching out.

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20309841
  
  I am rejecting this response because: As of this date 8/1/23 I have not heard from ******************.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 08/10/2023

  We appreciate our customer providing additional information. We can confirm that our ****************** and Resolutions Team has made several attempts to contact the number on the account. A refund has been processed. We hope to speak with ************ soon. 

  Customer Answer

  Date: 08/15/2023

   
  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:07/11/2023

  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.

  The unit was to be picked up the day we sold our house on June 30th.it was not. Then it was to be picked up today ..the 10thagain it wasn't. It is sitting on property we no longer own and the new owners are threatening to have it towed off ...it needs to be removed

  

  Business Response

  Date: 07/12/2023

  We sincerely apologize for the pickup delays and the problems the delays caused the new homeowners. We can confirm that the pickup is on the schedule and compensation has been processed for the issues. We look forward to completing this move on a positive note. 

  Customer Answer

  Date: 07/18/2023

   
  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.

  the co. rep 
  ******************* was pleasant and accommodating..she handled the problem to my satisfaction

  they still have to deliver and remove the unit ,, i guess we will see how that goes. i stand by that after my experience i will not use or recommend this company ..

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

• Initial Complaint

  Date:07/07/2023

  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.

  I've had several issues with ****-Pack-Rat for a singular transaction/service. I was moving locally in ********* from a single family home to another single family home. I was shopping for temp storage container services for a drop off of an empty container at the existing home and have it shipped to the new home. The date of delivery to the existing home and then pickup/dropoff to the new home were 6/23/23 and 6/30/23, respectively. Of the several temporary container services, ****-Pack-Rat was the only company advertising that they could meet the dates I requested. I booked a 16' storage container rental with them on 6/21/23. I requested the container be dropped off at the existing home as close to the back of the driveway as possible (nearest the garage). The container was dropped off at the front of the driveway closest to the street. On the evening of 6/28/23, I checked my account portal to verify the pickup time on 6/30/23 and learned that the pickup was not scheduled for 6/30/23. The next available pickup was 7/12/23. This did not work for me as we were moving on 6/30/23. I called the next morning on 6/29/23 and was on hold for 1 hour. I talked with the initial customer service rep who then ************************ me on to the ******* *********** That individual mentioned that a mistake had been made and that she needed to contact the local branch to rectify. She said she would call be back that day. 10 hours past with no call back. I called on 6/29 evening for an update. There was no update. 6/30/23 came and went and the container remained at the old house. On 7/1/23, I called again with the same customer service process and was hung up on after 30 min on hold. I called again and was on hold for 80 minutes before talking with a supervisor. She scheduled the 1st pickup/dropoff for 7/6/23 which actually happened. I scheduled the last pickup from the new house on 7/7/23 with the supervisor. On 7/7/23, ****-Pack-Rat texted me saying they cannot pickup the container on 7/7/23.

  

  Business Response

  Date: 07/10/2023

  We are truly sorry for the container placement issues and the delivery delays our customer experienced with his local move. A team member has reached out to *********************** to discuss the issues that occurred and schedule the pick-up of the empty container. We look forward to completing his move on a positive note.