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, LLC

  12 Forge Pkwy Franklin, MA 02038

• 

  1-800-PACK-RAT LLC

  533 Rotterdam Industrial Park Schenectady, NY 12306

• 

  1-800-Pack-Rat LLC

  1720 Boulter Industrial Parkway Webster, NY 14580

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:07/07/2023

  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.

  Ordered online and need to cancel bur there is no way to do this except by phone and phone calls are not returned. I want the ordered canceled.

  

  Business Response

  Date: 07/11/2023

  We apologize for any issues that caused ************ to cancel his order with us. We can confirm that the move has been successfully cancelled. 

• Initial Complaint

  Date:07/06/2023

  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 a pod with Zippy Shell in April for a move on June 14th 2023. The pod was picked up after charging me about $1600 for half of the move and $219 for storage of the pod, even though I wanted it moved immediately. I found out on the day of delivery that zippy shell and pack rat merged, so I got a zippy shell cage in a pack rat container. I was told it would be delivered at the warehouse in the state I was moving to in **** days. Then I was informed this is **** business days. On day 11 I was told it was delayed, but that it would come that weekend or early the next week. I got an email the next day, June 30th, that it would be delivered on Wednesday June 5th. I contacted the company because I got no confirmation or charges for the final delivery. They told me that the pod is still in ********** and they dont know when it will be delivered. I dont know if they have stolen or lost our belongings and have paid partially for a service that has not been rendered.

  

  Business Response

  Date: 07/12/2023

  We are truly sorry for the delays and the issues this caused our customer. A member of our Resolution Team has reached out to ************** to ensure the delivery is scheduled and to issue compensation for the delays. We look forward to completing this move on a better note. 

  Customer Answer

  Date: 07/12/2023

   
  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:07/06/2023

  Type:Order 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.

  Their quoted "total price" became an "estimate" after I signed the contract. **************** is non-existent after the initial sales call. I believe it was a miracle that I actually received my belongings.The most egregious wrongdoing is that the salesperson on the phone promised and ASSURED me that my quoted price was the total for my move, which was a barefaced lie.I specifically said, and I quote: "$1628.00, that's the total price for the whole move, and there are no extra charges after that?"To which the salesperson (****************) reassured me that this was indeed the ******* price of the move.I wish I could obtain a recording of that call. But I know that Zippy Shell would never provide it.I was wary of being ripped off, but not wary enough.There are monthly rental/storage fees of $219.00 assessed, as well as a "transit subsidy" that was not mentioned before the contract was signed. That added another $193 past the agreed-upon price.The container itself was adequate, but clearly had seen better days. It functioned as advertised. I must commend all of the drivers that move these units around, as everyone I dealt with was professional and timely. I believe I got lucky there, as others have had nightmare scenarios of their belongings being stolen or lost.This whole experience will surely serve as another hard-learned ****** for me to carefully read any contract before signing.

  

  Business Response

  Date: 07/07/2023

  We are truly sorry for the poor communication regarding billing that our customer received. A team member has reached out to ************** to discuss the issues and provide compensation. We appreciate the feedback as we are always working to create a stronger customer experience. 

  Customer Answer

  Date: 07/11/2023

   
  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. 

  I was given a refund of $412, which covers the overage in the original complaint. 

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

• Initial Complaint

  Date:07/05/2023

  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.

  Tenant leaving attached rental property rented a Pack Rat container. Tenant is now gone with lease expired and the Pack Rat container remains in the middle of the lawn. Pack Rat will not confirm that they have a scheduled pick up date for this container, which needs to be gone from the property immediately.

  

  Business Response

  Date: 07/11/2023

  We are truly sorry for the extended pick-up delays and the added stress this has caused. We appreciate ********************** reaching out so we could work to get this resolved as soon as possible. 

• Initial Complaint

  Date:07/05/2023

  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.

  We contracted 1-800-Pack-Rat Zippy Shell for a Long distance move. Four mesh containers were used. Additional insurance was purchased.Unloaders discovered damaged furniture. Feet broken on two antiques, and a vintage console mirror was destroyed. NOTHING was tied to the mesh cages.We filed a claim - one month later our claim was denied and only offered a Customer Satisfaction Credit of ********** explanation of denial: Section 6 of the Addendum states: 6. Exclusions: We do not assume liability for damage caused directly or indirectly by any of the following, regardless of any other cause or event contributing concurrently or in any sequence to loss: or (xii) damage caused by improper packing, normal shifting or intentional acts. (please see attached rental agreement terms/conditions) Based on the terms of the Addendum, this is not a covered loss.Additionally, the Loading/Unloading Help section of your attached signed rental agreement advises that 1-800-Pack-Rat Zippy Shell does not provide packing assistance or packing materials. It is the customers responsibility to supply such items if they wish them to be used during the loading process. The claims team reviewed the documentation enclosed within your claims submission and spoke with the loading team. They confirmed that an in-adequate amount of protective loading materials was provided.WE HAVE APPEALED THEIR DECISION BASED UPON:1. We purchased over 12 Husky tie-down straps.2. We purchased over 20 heavy-duty moving blankets 3. We supplied ample tape.4. All boxes were packed and taped.During our initial communication with the Zippy Shell salesman ****, he emphasized the feature of the mesh cage was that items would be tied down. We were sure to make straps available. When we offered them, the loaders said they didnt need them. Our assumption was they had their own. Upon our unloading experience, we discovered nothing had been strapped to the mesh.

  

  Business Response

  Date: 07/13/2023

  The 1-800-PACK-RAT Zippy Shell **************** department was contacted regarding the determination made on the customers claim. Their team confirmed insufficient evidence was found to support our loading crew was at fault for the damaged property. During the claims investigation, only evidence was found to support that although the customer provided some protective materials, there were not enough protective materials supplied by the customer to our load team. The customer had a large number of items, and the crew did their best with the materials on hand.  Additionally, there was no proof of mishandling or any accidents involving the customers unit reported by warehouse management. The damages were determined to be consistent with normal shifting that can take place in transit. While we apologize for the customers experience, we cannot accept liability damages incurred. Despite denying the claim, the customer was offered compensation for their experience.If the customer is interested in taking advantage of the offer, we request they contact our **************** department directly at ************** or by emailing *********************************. 

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20276111
  
  I am rejecting this response because:

  Adequate packing material was provided. Two of the teams brought their own ALL of their own material paper wraps and did a good job. NOTHING WAS SECURED TO THE **** even though we had 20 heavy-duty tie-downs. The packers rejected them. We thought they had their own. On the fourth load, what kind of professional packer would throw a heavy stepladder on the top of the ************ in front of a standing mirror? The unloaders were shocked at what they saw.

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

  

  Business Response

  Date: 07/21/2023

  1-800-PACK-RAT sincerely apologizes for our customer's experience. Our **************** department was contacted regarding the updated review and confirmed that the claim was resolved directly with ************** on July 18, 2023.
  
  If there are additional questions/concerns, we request the customer to contact our **************** department directly at ************** or by emailing *********************************.

• Initial Complaint

  Date:07/05/2023

  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.

  6/15/23-ongoing -1-800 Pack Rat *** long distance move -paid $2,392 -order # ******* -talked to many representatives prior to make sure if picked up in ******** on the 19th it would be delivered on the 29th. Last minute it was moved to July 1st (had to last minute reschedule movers), then it was rescheduled to the 5th (I still do not have my stuff)-I have called this company so many times and been on hold for 30 min to an hour. I have not gotten call backs/check ins when promised. I was HUNG UP on by a supervisor (we were still asking a question and said we were not ready for the call to be ended). The same supervisor LIED and said when we talked previously I told her we could reschedule for the 5th (which is not true I was livid and said if I did not receive the *** on the 1st I expect a refund and to write that down). I was told by 4 supervisors that they could not make contact with the warehouse. I had people come into town to help move and they had to sleep on the floor. I had to reschedule movers twice. My phone bill will be astronomical with all the phone calls with this company and holding time. We have no way to cook and so have spent a fortune on food. We have important medicines in there and are running out. We have work supplies in there that we need. We had to buy an air mattress. We moved in a day early to be here for the *** (we were told to be here when it showed up but given no time of the day). -I want my *** and I want a refund. Between the delays, lack of communication, disrespect of supervisors, and everything else I just want my money back. I was told they have to pay their employees so a refund is not possible by anyone in the company. I was told they cannot guarantee our *** will be here until on the 5th. I was offered $300 which is not enough for all the problems we have had.

  

  Business Response

  Date: 07/07/2023

  We are deeply sorry for the delays and the problems this caused our customer during her move. We appreciate ************** speaking with a member of our Resolution Team so we could provide compensation and work on a resolution. We look forward to completing this move on a positive note. 

  Customer Answer

  Date: 07/07/2023

   
  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:07/03/2023

  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 placed an order for a 16 foot moving and storage container with 1-800-PACKRAT on March 22, 2023. The order was for the container to be delivered on July 1, 2023. At around **** EST on June 30, 2023, I received a text message that there was going to be a delay and that my container was not going to be delivered until July 4, 2023. When I logged into my 1-800-PACKRAT account, the order said that the container was going to be delivered on July 5, 2023. This delay caused a ripple effect and I had to extend my U-Haul truck as well as my storage contract with Extra Space Storage. I would like 1-800-PACKRAT to reimburse me for the additional charges from U-Haul and Extra Space Storage because of their delivery delay. I would also like this complaint posted on the BBB website so other consumers would take heed of this situation.

  

  Business Response

  Date: 07/05/2023

  We sincerely apologize for the delays and the problems this caused our customer.We appreciate ****** speaking with a team member so we could provide compensation and to make sure the move is back on track. 

• Initial Complaint

  Date:07/02/2023

  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.

  Order number 2705383.The delivery of my container has really impacted my family. I am hoping that someone can assist me with making this situation right. When I originally scheduled my delivery, it was due to arrive on June 30th. I actually called into the call center several times over a few days to verify that the date was indeed set. I explained each time that I was traveling to TN specifically to receive and unpack the container and had to travel back to ** immediately thereafter. After I arrived at my TN address on the 29th, I received a call stating that nobody at your company verified with the local delivery company that the 30th was available and that the 30th would no longer work. This was a major issue for me as I had scheduled my return trip back to ** on July 1. I was then informed that the new date for delivery was July 1 and that the empty container would be picked up on July 3. I asked specifically if July 1 was locked in as I needed to change my travel (and take another day off of work to be here to receive it), and I was told emphatically yes. As I write this note on July 1, I just received another phone call at 8:30p that they are sorry, the container cannot be delivered today, and since Sunday is a day off, it wont be delivered until Monday July 3!! And furthermore, that there is no date known for when it can be picked up. This is a MAJOR issue for me as not only will this be another change in the date, but now I have to once again change my schedule to return to **, take another day or two off of work to be here to receive it as well as incur additional cost on my end. I am simply trying to see what can be done to assist my family and I in this difficult time as this will now be the third date that is set. These continuous changes have impacted our travel, work and caused financial burdens in a few different ways. I do not feel that the way we have been treated has been fair. The promises made have not been kept. Please help.

  

  Business Response

  Date: 07/05/2023

  We are truly sorry for the unexpected delays and poor communication our customer experienced. It is never our intention to cause any added hardship or stress to an already stressful situation, and we sincerely apologize. A team member has reached out to ************ to discuss the events that transpired. We will stay in contact with him as we work to complete his move. 

• Initial Complaint

  Date:06/29/2023

  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 wife and I recently moved from *********, ** to ************* on 6/16/2023. We signed an agreement to have a shipping container to be dropped off on the 13th of June and picked up later that week on the 15th which did occur. We signed the agreement for the move and use of the service on 5/20/23 for an upfront half cost of $2,000, which was paid via credit card on 6/9/23 and scheduled another $2,000 for a total of $4,000 after the delivery was complete.The agreement was that the delivery would be **** days from the pick up date, with the customer service rep stating that arrival should be the 26th of June. On June 26th, we received a text message from them stating that "Your belongings are in transit to the destination warehouse. We have an airtag in the container and the delivery unit is STILL in *********. " (6/28/23)After contacting their customer service line after failed responses from 3 email sent by us, we were told that the earliest the unit would arrive is the 29th. This was a problem due to us being out of town starting that date for a wedding. Due to the delay in promised delivery, I had to go out and purchase multiple articles of clothing for the wedding, including a new suit that I was expecting to have by the 29th.We were told by the rep that the delay was due to a lack of drivers available, even though our agreement and date was set over a month ago!Now we are finding out that the unit won't arrive until July 3! We requested that the unit be delivered on the 6th and they are telling us that the earliest they can deliver it is the 25th of July. After calling their line again, they changed the date to the 17th of July. That is over a month that our items have been held in storage, and almost seemingly hostage during a very stressful move in which the company promised ease, transparency, and support.

  

  Business Response

  Date: 07/05/2023

  We sincerely apologize for the lengthy and unexpected delays our customer has encountered. It is always our goal to provide an efficient and stress-free move for each of our customers, and we clearly missed the mark ***** We appreciate ************ taking the time to speak to a team member as we work to get this resolved as soon as possible. 

• Initial Complaint

  Date:06/28/2023

  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.

  We paid for the pod on the 18th of ********** pod was delivered on June 20th. We have been trying to schedule a pickup for days now & are getting the run around. We are being told that our pod has to sit there for 2 WEEKS bc of overbooking and no one to pick the pod up. My HOA is threatening to have the pod towed bc its a violation for it to sit more than 7 days. This pod will be there a total of 3 weeks if it is left as the July 11th pickup. I keep getting passed around to people who keep saying the company is overbooked. How is this company able to overbook some but not others. All of my belongings are sitting in a hot pod on a black asphalt driveway in South ******* heat. My stuff is now going to be cracked and ruined due to extreme heat. How can a company take someones money and then treat customers this way. At this point we have now called daily and still no resolution other than just leaving the pod there. My lease is up on July 6th and this company thinks its ok to leave a pod sitting there 5 days AFTER my move out date!!!!! I NEED HELP BEFORE MY POD GETS TOWED!!!! But yet Im on hold and just being passed around.

  

  Business Response

  Date: 06/29/2023

  We are truly for the delays and the added frustration this caused our customer. We can confirm that the container has been picked up, and we look forward to finishing this move on a better note. 

  Customer Answer

  Date: 06/29/2023

   
  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,
  
  *****************************