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:06/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with 1 800 Pack Rat for 2 Pods to be delivered to my home 6/27. Movers were scheduled to arrive at 8 am to pack the pods. The driver that brought one of the Pods over an hour later on 6/27 said my driveway was too steep to bring up the pod; however, another POD company was able to bring up 2 large pods in the past without an option. I asked the driver what our options were and sugeested we call their office to figure it out and the driver kept saying there were no options and it was not his problem. He was extremly rude, There was also a large gash in the side of the pod which would have caused moisture to enter the Pod. I tried to talked to the driver and he drove away without attempting any resolution although he could have left the pod in another location, My movers are now coming at noon today and the company won't commit to putting me back on the schedule to have two pods delivered today. My movers arrive at noon today and will have nothing to pack additionally, I have non-refundable plane tickets to fly out tomorrow, Please contact this company this morning to attempt resolution ASAP. I was on the phone for 5 hours yesterday and they still have not resolved the issue or commited to put me back on the schedule this morning to have two pods delivered before my movers arrive at noon, I think it could help if you contacted the corporate office this mroning, I spoke to a supervisor yesterday, *****, and he did not care at all about the situation and didn't seem to even believe me that his driver just drove away without trying to find a resolution. This company does not care about their customer or the fact that it will cost me $600.00 for movers and a $200.00 change fee for the movers to come today with no pods to pack and I will be out the cost of 2 nonrefundable plane tickets if my son and I are not on the plane tomorrow. I am requesting that you call the corporate office of this company asap. Additionally, please call me if you have any questions.

  

  Business Response

  Date: 06/29/2023

  We sincerely apologize for the issues with the driver and getting the containers delivered on-time. A team member has spoken with ********** to arrange the delivery and to process compensation for the delays. We look forward to completing this move on a positive note. 

• Initial Complaint

  Date:06/27/2023

  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.

  Filed claim on 1/4/23. Storage tank roof was rusted out and leaked on my furniture causing the furniture to mildew. Furnishings include leather living room set- leather sofa, leather love seat, leather arm chair, leather ottoman, and leather recliner; 1 vanity chair; 2 cloth arm chairs, and 1 beautyrest 16" plush pillow top mattress. Pictures and description of damaged furniture was provided to 1-800-Pack-Rat.They have offered $1,900. I requested $21,049 in order to replace the damaged furniture. I made an appeal and it has been denied.

  

  Business Response

  Date: 07/03/2023

  1-800-PACK-RAT apologizes for your experience. The **************** department was contacted regarding your review. The claims team confirmed a thorough investigation was completed. Based on the results of the investigation, the claims team advised the issued settlement offer was fair based on the documentation submitted by the customer and the completed claims investigation. If the customer has any additional questions or concerns regarding the offer, we encourage them to contact the 1-800-PACK-RAT **************** department directly by phone at ************** or by email at *********************************.

• Initial Complaint

  Date:06/27/2023

  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.

  I recently did a long distance move through 1-800-PACK-RAT, and have called, and emailed multiple times to request a detailed invoice showing total amount paid, and weights of both containers. I did inform them I was requesting the invoice due to a requirement for me to provide that document to my employer (Military move). I am simply seeking a complete and detailed invoice, and I am not able to get in contact with an employee that is able to email one to me. I am approaching my deadline to turn my documents in to my employer and I would really appreciate a response from the company as to why they are unable to send me a invoice. My account with the company is: *******. Please let me know if you have any questions.Respectfully,*****************************

  

  Business Response

  Date: 06/29/2023

  We are very sorry for the delays in getting our customer the requested invoices and weight tickets. We can confirm a team member sent ****************** the documents and reached out to discuss his experience. We appreciate the provided feedback and the opportunity to work on a resolution. 

• Initial Complaint

  Date:06/27/2023

  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.

  In December 2022 I reached out to Pack Rat to gather some information about their storage containers. I asked several very specific questions. I received generic reassurances. The only reason we chose this company over its competitor was because they offered me a teacher discount.1) I asked about the clearance the truck would need and if they would place the container on our lawn behind the house. I was assured that their trucks could drive on the lawn and then it would be no problem to have the container place where we wanted. When the driver came to drop off the container, he refused to place it anywhere but our front driveway turn around. When I called to complain, packrat remedied the situation by offering to move the container free of charge, however we had to spend a weekend creating a gravel driveway for the driver. 2) Three months into our contract they spontaneously upped our monthly rate from our contracted rate. I was unable to reach anyone in customer service to gain clarity or resolve this issue.3) They bill forward and so I specifically asked about a credit if our container was picked up prior to signing a contract. I was assured that it was no problem. I also asked what kind of notice they would need for container pick up and to receive a credit. I was repeatedly told to provide 2 to 5 days notice. This was not the case. Our container was picked up a week early. However, I was told by billing that in order to be eligible for a credit I needed to schedule my pick up and notify them within 10 days of my billing statement. This is absolutely absurd to me. I strongly feel that I was told whatever I wanted to hear to get me to sign a contract. Any subsequent calls identifying myself as an existing customer routinely resulted in wait times of more than an hour. The customer service is atrocious and I feel as though I was deliberately mislead in order to sign a contract. I believe I am owed a credit for a week and for the rate change.

  

  Business Response

  Date: 07/03/2023

  We are truly sorry for the placement and billing issues our customer experienced.We can confirm a member of our ****************** has reached out to ***************** to rectify the billing errors and process compensation. We appreciate the feedback, and we are happy to know we could reach a resolution. 

  Customer Answer

  Date: 07/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

   I was not contacted by anyone in customer service or billing as the response suggested. I received a credit to my bank account to address the early pick up and price increase. As a result, I find that this resolution is satisfactory to me.

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

• Initial Complaint

  Date:06/26/2023

  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 signed a contract with Zippy Shell for a moving container on April 12, to be delivered on June 23. At the time I informed them that I only had on-street parking and lived on a one-way street. The person I made the arrangements with checked the location on ****** maps. On May 8 I received a requested bond letter from Zippy Shell in order to get a right-of-way permit to park the container on my street from June 23 to June 26. On June 23 at 1 pm they informed me that they cannot deliver the container and canceled my order. They refunded my deposit but not the permit fee of $200. In addition, because of their last minute cancellation, and because I had to find another company last-minute, I was forced into a situation that cost me an additional $2600.

  

  Business Response

  Date: 06/28/2023

  We sincerely apologize for the issues that led our team to be unable to service our customer's needs. We can confirm a full refund has been issues. We appreciate ********************************* taking the time to leave valuable feedback as we are always working to improve our services. 

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted services with 1800packrat for my move from ******* to ****. The delivery and pick up of the container in ******* was done how it was planned. The delivery in **** scheduled for 6/8/23 was not done. It was finally delivered the afternoon of 6/10/23. I had to pay for 2 nights of hotel because my stuff wasnt delivered on time. The worst is now, the pickup of the container was scheduled for 6/13/23 and I am still waiting for pick up. I had complaints from the association where I live. The container is blocking 1 car in my ********* called multiple times, and they push it back 1 or 2 days every time. I really dont know what to. I am thinking of seeking legal help or call the police.

  

  Business Response

  Date: 06/27/2023

  We are deeply sorry for the delivery delays that resulted in a hotel stay, as well as the pickup delays. A member of our Resolution Team has spoken with ******* to discuss his experience. We can confirm that our team has picked up the empty unit and we have processed compensation for the delays. 

• Initial Complaint

  Date:06/26/2023

  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.

  Pack rat took my $7,000.00 I owed them and I still dont have my household items. It was supposed to be delivered June 21st. Then they called saying the 22nd. Then they called and said they 24th. Now today is the 24th, no call from pack rat and I have been on hold for over 1 hour trying to find out where my pod is. If I dont hear from so just today, I will be getting an attorney and they can answer to him. This is completely ridiculous and I will be taking them to court if I dont get my stuff soon.

  

  Business Response

  Date: 06/27/2023

  We sincerely apologize for the delays and the problems this caused for our customer's move. We can confirm that a team member has spoken with **************** to discuss his experience and compensation for the issues that occurred. 

  Customer Answer

  Date: 06/27/2023

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

• Initial Complaint

  Date:06/26/2023

  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.

  Our pod was supposed to be delivered this coming Saturday. We are moving 12 hours away so we planned to drive through the night with our 2 kids and hired movers to meet us there that morning to help us unload. We received yesterday to tell us a truck broke down and they will not be able to deliver until Tuesday. We tried to resolve this over the phone with multiple people. They offered $150 discount for the month of storage and that there was no way they would be able to deliver earlier than Tuesday no matter what.We had upper management call us back and they stated that they would deliver Monday instead of Tuesday and refund us $324 for the month of storage we had. Now we have nowhere to go for 3 days as our previous house is already closed and sold - our new house is an empty new build house with nothing to put in it and I have a 2 yr old and 4 yr old as well. They should at least have at least reimbursed me the cost of what it will be to stay in a hotel if need be until they drop off our things 3 days later and now have to reschedule our movers as well. The refund should be 1/2 of what we paid.On the date the pod was initially dropped off to our previous home the truck driver was supposed to arrive in the afternoon to drop off but did not get there until about 9pm. Then was not able to get the truck/pod up our driveway because they said it was too steep they so had to leave it at the bottom by the mailbox leaving us to walk every piece of furniture, boxes etc to the bottom of our driveway in the road. When they picked up the pod we had already moved out but found out that they pulled our mailbox out of the ground and did not put it back in so when our buyers came for their walkthrough they had taken photos and thought the mailbox was broken.

  

  Business Response

  Date: 06/27/2023

  We are sincerely sorry about the delays and the added stress this caused our customer and her family. We appreciate the Toledos taking the time to speak with a team member. We can confirm that compensation has been processed for the delivery delays. We look forward to finishing this move on a much better note. 

• Initial Complaint

  Date:06/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need to cancel my order and have tried to call the business several times. I have been on hold for over an hour each time, each call back takes forever and when someone finally calls I am transferred to another department and my hold time starts over again. I need to cancel the order 10 days prior to drop off and feel like this is intentional on their part. I am at a loss as of what to do and can't think of any other way to get through to them. When I called to schedule I got right through in no time at all. This is just crazy.

  

  Business Response

  Date: 06/27/2023

  We are truly sorry for the lengthy hold times and the difficulty with cancellation our customer encountered. A team member has spoken with ******************** to discuss her account and to ensure that everything is up-to-date. 

• Initial Complaint

  Date:06/16/2023

  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.

  Spoke with sales team to set up an initial schedule for payment, they advised me that I would receive first month free and that second month would be included in transit fees for second month and as long as I got my items out of storage by end of second month there would be no additional fees. When containers arrive they were both severely damaged and had duct tape covering holes and gouges and you could clearly see where water had been gettin in! Contacted customer service and they advised that they would send out two new units next day to replaced damage ones. When truck drive arrived I addressed concerns with him and he stated that he would advocate for us and get better units. He then dated he would be back in a half an hour. 3 hours later still no drive at witch time I reached out to drive and he advised me that he had been fired for advocating for us, I was dumbfounded! There were no communication after that then a driver shows up later that day with new containers out of blue. Fast forward two days I get a monthly charge for two containers because service department made clerical error and didnt add our free moth as advertised. After settling that dispute I payed transportation fee that was supposed to include my month rent and they wanted an additional ****** for fuel charges that were undisclosed! Apon pick up if my units witch I paid extra for smaller pick up window they dropped one of containers after picking it up due to not have cable properly installed.Lastly I have just been charged another month rent that was supposed to be included it transportation fee and when I disputed charges manager talked over me and argued with me about contract. I have filed a complaint with FMCSA and will expect to be addressing with layer if company does not right there wrongs

  

  Business Response

  Date: 06/20/2023

  We are deeply sorry for the container and billing issues our customer experienced.We can confirm that a team member has been in contact with ************ and has processed compensation for the problems that occurred during the move. We look forward to finishing his move on a better note.