Complaints

This profile includes complaints for 1-800-PACK-RAT, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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1-800-PACK-RAT, LLC has 80 locations, listed below.

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  1-800-PACK-RAT, LLC

  11640 Northpark Dr Ste 300 Wake Forest, NC 27587-3302

  
• 

  1-800-PACK-RAT, LLC

  1901 Treygan Rd Ste 190 Garner, NC 27529-5353

  
• 

  1-800 Pack Rat

  425 Timber Ridge Rd Middletown, CT 06457

• 

  1-800-Pack-Rat

  142 Ferry St Leetsdale, PA 15056

• 

  1-800-Pack-Rat

  8 Nicholas Ct Dayton, NJ 08810

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/05/2023

  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.

  I had a scheduled delivery for my POD 6/2/23, I received a text after the delivery window that they would not be delivering that day. I was given a time frame the following day from 7 to 11 am. I canceled my plans and my help for loading and rescheduled for 6/3 when I was told it would be delivered. I waited, and waited, then when it did not arrive and I did not receive an update I called and was on hold for 40 minutes! I hung up and called back and just put in I was a new customer and shockingly as a "new" customer I immediately got hold of someone, just to be told they could not help me. When I finally reached someone who could, I was angry, and to add insult to injury I was told the **** time was an estimation, never was I told this, and I felt it was rude and was an attempt to diminish their culpability. The person on the line then told me since it did not arrive in that window she was seeing on her end an arrival of the pm hours, again I was not happy. Move forward to the pm and never received a call or an update and I again had to outreach this company. To be put on hold and passed around and eventually be told that they would not be delivering today either, and it would be Monday. I demanded retribution as this whole experience has been the definition of unprofessional. At which point to be told it would be a $200 discount. I feel strongly that I was wronged in this and only looked at as a upset customer when in the end they are 100% in the wrong and my anger and upset is justified. Not only did they not stand by their agreement, they did this x3 and I was put out for two complete days of my weekend without consequence to the company. I am the one who had to reach out to get updates, totally unprofessional and only when I demanded retribution was a measly $200 offered to me. If they have to many customers they need to stop taking on new clients. This is about quality and not quantity and I feel more stressed as a result of this companies poor customer care.

  

  Business Response

  Date: 06/07/2023

  We are truly sorry about the delivery delays, lack of communication, and the long hold times our customer encountered. A team member has reached out to *************** directly and will be working with her for the remainder of the move. We look forward to finishing the relocation on a better note. 

  Customer Answer

  Date: 06/13/2023

   
  Better Business Bureau:
  
  The business responded via the phone and the woman who I spoke with understood me, and responded in such a way that I felt heard and feel she will make sure things go smoothly from this point on. The response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a shipping container to move our belongings across the county from ******* to ****. As of this writing, we have been promised our container would be delivered to our place of residence multiple times. We have been on the phone with multiple representatives over the past few weeks with promise after promise of having our belongings delivered turning out to be false. We were again promised our belongings today. All day, we have been trying to learn the status of our shipping container. All day, weve been receiving the same response fromZippy Shell representatives. that they were unable to reach representatives from the warehouse, so the status of our container is unknown.

  

  Business Response

  Date: 06/06/2023

  We are truly sorry for the lengthy delays and the poor communication our customer received throughout the process. We appreciate ************************ taking the time to speak with a team member as we worked on a resolution. We can confirm the unit has been delivered and the move is complete. 

• Initial Complaint

  Date:05/31/2023

  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.

  I am writing to file a formal complaint against ZippyShell regarding the damage caused to my sofa during a recent move. I believe that providing you with detailed information about this issue will assist in facilitating a resolution between myself and the company.On 7/20/2022, I engaged the services of ZippyShell to handle my relocation to a new residence. Unfortunately, during the move, my sofa sustained significant damage, including extensive scratches and overall deterioration of the upholstery. I have been attempting to address this matter with ZippyShell for several months, but my concerns have been met with repeated delays and unfulfilled promises.I have already made numerous attempts to contact ZippyShell's customer service department through email, sending more than ten emails in total. However, the responses I received were generic, indicating a 90-day processing period. Despite the passing of several 90-day periods, there has been no progress in resolving my complaint.I want to emphasize the urgency and frustration surrounding this issue. I expected ZippyShell to handle my belongings with care and professionalism, but their negligence and lack of responsiveness have left me with a damaged sofa and no resolution in sight.I am seeking compensation for the damages incurred during the move and an apology for the inconvenience and stress caused by ZippyShell's inaction. I firmly believe that their failure to address my concerns promptly and adequately warrants intervention from BBB.Providing you with this information allows you to understand the gravity of the situation and the lack of cooperation I have experienced from ZippyShell. I trust that with your assistance, we can work together to resolve this matter satisfactorily.Thank you for your attention to this complaint. I look forward to your assistance in facilitating a resolution between myself and ZippyShell.

  

  Business Response

  Date: 06/07/2023

  1-800-PACK-RAT sincerely apologizes for the customer's experience.The **************** department has confirmed that a claim determination was sent June 2, 2023, to the customer.  If there are additional questions/concerns, we request the customer contact our **************** department directly at ************** or by emailing **********************************

• Initial Complaint

  Date:05/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked 2 16 foot units to be delivered 5/27/23 to our home outside of ******* **. We confirmed 3 times in week prior to delivery. We called am of delivery and was told scheduled after 6pm. At 8 pm we called and told we were rescheduled for 5/30/23. After speaking to 4 people we were told it was 5/31 actually. They refused to give ** ******* Regional Manager phone/email and actually lied to ** on why not delivered. ***** broke down Overbooked Not confirmed we spoke to *****, ****** and ***** who all gave ** a different excuse, going so far to say they didnt know who their Regional Manager was for *******.

  

  Business Response

  Date: 05/31/2023

  We are very sorry for the delays and the poor communication that caused our customer to cancel their ************. We appreciate the feedback as we are always working to improve. 

• Initial Complaint

  Date:05/28/2023

  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.

  On Nov 7 2022, I got a contract with Zippy Shell (Pack Rat) for my move from ******* to Raleigh with an invoiced quote of: $3100.00 This includes all expenses and moving stuff out and into the new home as well.But I was charged a total of : *******. I reached out to Zippy several times on this disputing the charges. I was told someone will reach out to me on this case. But I never got any calls or any response from them.I have the contract with them clearly stating my total expense would be not more than: $3100.I tried reaching them several times but no help. Please help me on this case.Thank you in advance.

  

  Business Response

  Date: 06/05/2023

  We sincerely apologize for the billing issues our customer encountered. A team member is reviewing the charges on the account and will reach out to ******* to discuss. We look forward to reaching a resolution as soon as possible. 

• Initial Complaint

  Date:05/24/2023

  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.

  On April 20th 2023 I called **** packrat to set up my long distance move from **************** to ******************. I told them I need 2 16 foot storage containers for my move and we set up dates for the containers to be dropped off and picked up. I was charged $1000 prior to the containers being dropped off. I was then charged another $743 dollars when the containers arrived. I asked for the containers to arrive on May 10th. I was told that would be fine. May 10th came and went. No containers. No phone call. No explanation. I called the **** number to get some type of ****************** tell me they are on their way. Well 2 days go by. NO containers. I finally get a call to someone at the **** number after about 15 phone call attempts. I waited on hold for 2 hours and they simply pick up the phone and hang up on you right when they are closed so you cant call back. I needed 7 full days to load the two pods since I was doing the loading myself. I lost two loading days since **** pack rat never dropped the pods off on time. I was then told I couldnt schedule a later pick up without being charged more money even though it was their fault they didnt deliver the pods on time. When it was time to drop off got a call from a rude man in the parma location saying I should be lucky he was dropping off the pods since they only had one truck & were behind with ********************** When i told him I was upset with the service he said i was lucky he would do anything for me at all. When it came time to pick up my pods once again **** pack rat was no where to be found. Never showed up. N0 phone call or anything. I called for 3 days to get them to show up to get them. Now i am in ******* and my items were suppose to be delivered today and they text'd me at 4pm on the delivery date stating transportation issue and that i will be charged another $75. I was charged over $4500 and still dont have my belongings. I cant reach anyone on the phone. I want a full refund.

  

  Business Response

  Date: 05/30/2023

  We sincerely apologize for the delays and poor service our customer encountered during her recent move. It is always our goal to provide a smooth and timely move, and we regret that issues on our end caused unexpected delays. We appreciate **************** speaking with a team member so we could learn more and provide the proper compensation. We look forward to finishing her move on a better note. 

• Initial Complaint

  Date:05/23/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up a long distance move. I was initially told ***** days. I was not told business days until afterwards. I also wasnt told until Thursday 5/11 that the pods only transit Monday thru Friday. On Thursday May 18th to check the status of the Pod and I was told by ****** the Pod would arrive on Tuesday May 23, 2023. When I called today I spoke with a Representative who told me Saturday May 27, 2023 but how? I was told they dont transport on Saturday? When speaking with representatives Im not being told completely honest answer and nothing is straightforward. I feel like my items are being held hostage and its been weeks. We ordered an additional Pod with Uhaul that wasnt picked up until Monday the following week and its arriving within 7 business days. Had Zippy Shell been full transparent from the start I wouldve went with another company that wouldnt have taken 40 days and 40 night and who were honest and open with providing accurate information. This is has been less than satisfactory!

  

  Business Response

  Date: 05/30/2023

  We sincerely apologize for the container sizing issues and for the delays our customer experienced. A member of our Management Team is in contact with Tobetria as we work on a resolution. We appreciate all the feedback we have received so far as we are always striving to create a stronger customer experience. 

• Initial Complaint

  Date:05/19/2023

  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.

  PackRat Storage container dropped in driveway without my permission and they refuse to remove it. This container is not mine nor did we have any business with this company.

  

  Business Response

  Date: 05/23/2023

  We are truly sorry for the issues ************ experienced. The container has been removed and a team member has reached out to learn more. We appreciate ******* making us aware of the situation. 

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a full month additional rental and I only had the container for 2 days of a new month. When I contacted customer service they assured me that I would be prorated and to speak to the billing department that was closed for the weekend. Then I attempted to contact billing on that Monday which then they stated that only a billing manager can approve any prorating and assured me that the billing manager will call me before the close of business day(********). She failed to do so and then when I followed up the next day they told me she was out and there was no covering supervisor. Then the next day ******** did call and stated thats its the policy even though no other agent stated so. This was the worst customer service I have ever received. I feel like this company stole my 300 dollars and the explanation and reasoning was not understandable. If they do this to all of their customers they are making so much money from non used services. Then I explained if I knew I would have kept the container for more days and got my monies worth. Then to top it off nobody knows the corporate contact and the billing manager stated that she was the highest person. Ultimately I have to fight it with my bank and possibly go to court. I want to warn everyone not to use this company they will rip you off blind with no remorse.

  

  Business Response

  Date: 05/10/2023

  We are truly sorry for the billing issues and miscommunications our customer encountered. We appreciate ************** providing ** with feedback regarding her experience and her patience as we worked on a resolution. 

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against PackRat regarding our recent move. Throughout the process, we were repeatedly told by the Logistics Team that we could not have the container dropped at our home, in our driveway (they claimed it was impossible to get the trucks up our drive). This caused needless months of worry, stress trying to figure out how to make this work, & added expense/inconvenience only to learn it was possible all along. This made it feel like a scam. See how long they could store our 3 containers before we figured it out. In addition, we suffered over $21,000 in property damage (heirlooms I had just inherited from my Grandparents) from a thoroughly damaged container that had huge holes ripped in both sides. The damages (water/temp/force) was completely unacceptable and could have been avoided if proper care had been taken during the move. We and Corporate (who advised this was absolutely something that should have been reported to them) were never made aware of whatever happened to cause this damage to the container. Given our first 2 containers and their contents were fine, we can only conclude that the damage was caused by the battered container. Given these issues, we are requesting a full refund for all of our trouble and personal distress. Between the stall tactics on delivery, the unforgivable condition of the container and my familys heirlooms which will never be restored to their beautiful condition, and in needless extra-expense of being forced to furnish the basics in our new house since all our property was locked up in *****, **; we feel this is the least they should do. Corporate knows this is serious. They immediately refunded $2,500 and offered an additional $500, but I'd have to sign a waiver that all was good after that. This is not nearly enough.We hope that this complaint will be taken seriously and appropriate action will be taken to ensure that other customers dont have to face similar issues.*More pics avail

  

  Business Response

  Date: 05/10/2023

  1-800-PACK-RAT sincerely apologizes for our customer's poor experience and we appreciate ***************** providing ** with detailed information and feedback regarding the issues that occurred. Our ***************** received the filed claim on May 6 and has started the process. A team member will reach out when a determination has been made. 

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20032795
  
  I am rejecting this response because:

  We are writing in response to your recent communication regarding our claim for the damages caused to our property during the relocation process. While we understand that the ***************** has a responsibility to conduct a thorough investigation, we must emphasize that your response fails to address several crucial issues that have deeply affected **.
  
  Firstly, your investigation solely focuses on addressing the damages to our property, which we appreciate. However, it completely disregards the fundamental concerns we raised regarding the information provided to ** repeatedly. We were explicitly informed by PackRat representatives that our driveway would not accommodate the containers, and yet this information was grossly inaccurate. This misrepresentation resulted in unnecessary stress, inconvenience, and expense.
  
  Secondly, we were never informed by PackRat that a major incident occurred during the relocation process. It was only after discovering the damages to our property that we became aware of the extent of the mishap. This lack of communication is deeply concerning, as we believe that as a customer, we have the right to be promptly informed about any significant incidents that impact the safety of our belongings and the integrity of our property.
  
  The distress caused by these combined issues, including the false information provided and the subsequent damages, will not be addressed by the ***************** (at least not from our understanding of it). The claims process, while vital for addressing the physical damages, fails to acknowledge the logistical errors, incompetence, or even willful misleading that occurred during our interaction with PackRat. These issues have resulted in emotional distress and a loss of trust in your company's ability to fulfill its obligations.
  
  We kindly request that you reconsider your response to our claim, taking into account the broader implications of this incident. It is crucial that PackRat acknowledges and rectifies the errors made in providing inaccurate information and failing to communicate the severity of the situation to ** as your customer. We expect a comprehensive resolution that not only covers the damages but also addresses the emotional distress and inconvenience caused by PackRat's logistical errors.

  
  Sincerely,
  
  ***********************/***********************

  

  Business Response

  Date: 05/17/2023

  We are deeply sorry for the miscommunications regarding container placement and the poor service our customer received. It is always our goal to provide a seamless move, and we truly regret we did not succeed in this case. We appreciate **************** providing further feedback regarding her move. Our **************** team has provided the maximum compensation for the unexpected issues and the additional stress and hardship these problems caused. Our ***************** is continuing to work on the processed claim and will reach out to the customer once they have reached a determination.