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:05/04/2023

  Type:Sales and Advertising 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'm getting ready to move and i am taking in quotes for a packing box .upon speaking with PACKRAT for a quote they told me that they price match due to there price was very very high when i sent them (2) quotes from other companies they told me that they DO NOT price match those companies si it only leaves me with 1 option to price match sound like a scam too me

  

  Business Response

  Date: 05/08/2023

  We sincerely apologize for the price-matching issues our customer encountered when he requested a quote. We appreciate **************** taking the time to speak with a member of our **************** Team so we could discuss his experience. We look forward to working with him in the future. 

  Customer Answer

  Date: 05/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************, Spoke with customer service and we agreed with new terms . 

• Initial Complaint

  Date:05/02/2023

  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.

  We used **** packrat to move from ******* to ************ everything went well at first they were dropped off on time and picked up on time I had purchased 5 of the 16' containers and when the driver arrived they asked me to sign papers for delivery and insurance after reading I asked if I needed to list items I was putting in the container for the insurance and I was advised NO the insurance covers each container up to $100,000 I stated at that time I had purchased some valuable furniture that was expensive and I was told if I had paperwork for the items the would be insured after the containers where shipped we arrived at our new home in ************ it took about 15 days to get our containers to packrats yard in ************ after receiving a call and setting a time I was told all of my 5 containers would be dropped off the same day and this is were my problems began I received 2 containers and was advised it would be 2 weeks for 1 more and they would take 1 back then 2 weeks and they would take one so we moved in June 1st 22 and didn't not get our 4 containers delivered until August 17th after the first month I had to call and argue over the storage fees they wanted to charge me for each container for the extra 2 months I had the containers o advised them I didn't have them all and it was there fualt due to lack of drivers they couldn't deliver then on time I was only credit 1 month storage out of a total of 3 months so not happy but I and to deal with it they had my remaining containers so upon delivery of the 4th container we had a very rainy summer rained almost every day and well over the limit for the season and tons of flooding reason I say this is because they dropped 2 containers on my new lawn and damaged the grass and ground then when the 4th container arrived I had.ascked the driver where my last container was and he checked does paper's and Saud what container there was only 4 I told him no there is 5 and gave him the number from the container he said he would look when he got back to there yard and advise he's supervisor and find out what is going on so I never received a call or email from anyone and another 30 days went by finally I received a call from the driver and he said I "FOUND" your last container I set up a time and day the driver bring the container and that's when I noticed that the container was leaking water BAD I asked dthe driver what happened and he Saud the forklift driver hid the container in the back of the yard outdoors the hole time because he hit the top with the fork and ripped a 10" hole I'm the roof of the container and never told anyone well I opened the container and after several inches of water flowing put of the door I started taking all my belongings that are now ruined and destroyed from water damage and sitting for months inn the heat and stormy weather I was devastated years worth of furniture family photos kids school papers clothes almost 2 rooms of belongings gone then the worst part the hole in the roof was directly above our expensive antique furniture we had bought from a store and that i asked was insured if I put it in the container so I figured ok the driver saw everything he was there he texted me almost every time with info so I saved it all and asked him if this was covered on the insurance he's answer was o yeah furniture and all that was covered I contacted the agent for packrats internal insurance and I figured the only thing that I really wanted replaced was the furniture the clothes and pictures where all gone and couldn't get them back so

  

  Business Response

  Date: 05/09/2023

  1-800-PACKRAT apologizes for ****************** experience, and our **************** team was contacted regarding the customer claim. Certain items are excluded from coverage per the 1-800-PACKRAT Rental Terms and Conditions Addendum. In this instance, the customer items excluded were the antique/******************, and the customer stated this on the signed claim form he provided to the claims department. Even though the claim was denied based on the Terms and Conditions,we offered the customer $600.00 in good faith.
  
  If **************** has additional questions/concerns, we request he contact our **************** department directly at ************** or by emailing **********************************

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20006127
  
  I am rejecting this response because: it was not n an heirloom or irreplaceable it was an item I purchased from a store with receipts because of the cost it would be to replace the itme packrat does not want to pay for them they are aware of this I sent receipts and I also found if you look at other claims on BBB alone they offer everyone $600 just as a offering to say accept this because we will never pay you so If this is how its going to be I have a hole container full of items I will submit claims for also due to the lose of my container and the time it took to find it plus the fact I was promised in there contract they would all be delivered the same day that' they would just refund me my contract cost for the.shipping of those containers since they go by that contract so tightly they did not hold that agreement with the delivery either this was a mess on there part damaged items missing containers and over 2 months to get the first 4 so I want something done about all this and not $600 dollars that is no where near right for whT happened or was damaged 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/12/2023

  We apologize for the continued frustrations. The customer's recent feedback is inconsistent with the statements he provided on the claims form submitted in July 2022. Per the Claims Form (signed by ****************), he stated the items damaged were family heirlooms bought in ****. While our content protection plan (CPP) does not provide coverage for antique items and family heirlooms, we offered the customer $600.00 in good faith due to the nature of the claim.
  
  The 1-800-PACK-RAT Zippy Shell claims department confirmed that they re-examined all claims-related documents from **************** and found no receipts. We ask *************** to re-send the receipts directly to 1-800-Pack-Rat Zippy Shell **************** department. Once received, the claims department will re-evaluate your claim and work towards a mutually agreeable solution. 

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20006127
  
  I am rejecting this response because:I'll send them the receipts again and if they would have read and listened from the beginning I bought and paid for these items from a store after searching for them the belonged to family and were takin from the home after death plus I told them that I have a hole container flooded with water from a hole they punctured in the container so tvs couches Playstation stereos and tools so I will give then all the receipts for everything that was damaged instead of just the furniture and I'm willing to bet that it still won't be covered because this is what this company does they treat your item like garbage then the blow u off for months at a time and tell you that nothing is covered and they don't reimburse for time lost or container not delivered correctly so I will do this again and I bet will come out with the same results no coverage for items 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/27/2023

  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.

  1-800-Pack Rat charges are very unclear. I asked for a quote and received what I thought was a disclosure of the full charges. Unfortunately, all charges were not included in this quote. Fuel charges were added which I was never informed of. They claim to have told me on a call but this is not true. There is a very small print at the bottom of an email saying there may be additional fuel charges but this is very unclear and was never pointed out or revealed to me. It is not listed or informed in the actual quote. Additionally, they provided an account which does not clearly list charges in the "charges" area of the account and the payments shown there are less than what I was actually charged. Overall, the service for the actual delivery was good but the charges are not transparent and include additional charges that are not clearly discussed up front. I will not use Pack Rat again without a VERY clear invoice of charges and agreement that there will be no hidden charges or fees.

  

  Business Response

  Date: 04/27/2023

  We apologize for the billing issues that occurred during our customer's move. We appreciate ************** speaking with a team member to discuss the experience. We have provided the proper compensation, which should be visible in 3-5 business days. 

• Initial Complaint

  Date:04/25/2023

  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 used the moving service to move my family from ** to MO in December of 2022 and had my *** delivered and unloaded 11 Jan 2023. Packing the *** was easy and a breeze I used a hired service to pack the pod and then the pod was picked up. I finished closing on my house in MO and set for the *** to be delivered to the new house, this is where the problems start. First when the pod was dropped of the truck driver was not pay attention to where he was driving and while pulling out of the drive way ran over my bushes and landscaping killing 3 bushes. Next when my professional movers showed up they cam to grab and and wanted to show me before they too the lock off that the door to the pod was damaged, the left side door was bent at the bottom like a fork lift or something bent the door. After showing me this they opened the *** and everything looked like the pod had been rolled. While unloading the pod the movers came and got me many times to show things were damaged. My leather couch and love seat were destroyed alone with our dinning set, kids bed frames, and many other things including a custom painting of my wife's and my vows that was done by an artist. I thought ok well I will file a claim and it is what it is. Now this is the bigger problem I filed the claim on the 12th of Jan, I sent pictures documented everything thought it would be super simple. I get a response that I would have my claim done in 90 days. I called back 4/18 to find out my claim had "slipped" through the cracks and was never worked on but they would take care of it right away. 4/21 I open the email saying my claim is complete and that I would only be getting $200 when I claimed almost $5000. They quoted section 6 saying they are not responsible because it doesn't cover loading a pod. I very clearly showed them that the pod was loaded correctly and because of the broken door and the way items where that this was due to their company mishandling the pod. I plan to take this to court if I need to.

  

  Business Response

  Date: 05/03/2023

  1-800-Packrat apologizes for your experience. The **************** department was contacted regarding your review. Their team confirmed a thorough claims investigation was completed. Based on the investigation results, it was determined that the damages incurred to your belongings were consistent with improper packing/loading and normal shifting in transit. Since 1-800-Pack-Rat staff did not assist with the packing and loading of your container, we have no way of verifying how well secured and properly loaded your contents were before transit. Additionally, the claims department contacted the transportation managers and confirmed that there wasn't any incident/accident involving your unit. For this reason, the company cannot accept liability for the damages incurred.  
  If there are additional questions/concerns, we request the customer contact our **************** department directly at ************** or by emailing *********************************

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19978787
  
  I am rejecting this response because: It was very clear that when the *** was picked up the door and the pod were in great shape. The moving company that packed the *** from Hire-A-Helper (the company recommended from the business) can verify that the *** was not damaged in anyway. The moving company that unpacked the *** can verify that once the *** was delivered that the *** was damaged and the door was broken. This is a very clear evidence that the *** itself was damaged during the transit which is the responsibility of the company. Also while explaining the insurance on their website and when the sales person goes over it when placing the order both state that your items are protected by the insurance while your items are under their care. To say to a customer well all your stuff got broke while we had it but it is not our fault is beyond the worst customer service I have ever seen. So based on this response I am going to give the company till 5/8/2023 to address this complaint to a mutually agreed solution or I will be working with my lawyer to file the case in St. Louis county court and I will serve the business next week. I think there is beyond enough evidence to prove my claim. If the business does not address this by the close of business on 5/8/2023 I will open the court case and *** for damages, legal fees and the cost for not having my items. 

  To add to this and what makes it worse is the fact that after my claim was filed the business ignored it for over 90 days before responding, then when they did respond I was told oh it fell through the cracks. So to claim that a full investigation was done is a flat out lie! I say this because no one even looked at my claim for over 90 days it took me emailing and calling many times to get my claim even looked at then once they did look at it with in 48 hours they presented their offering. So when I filed the claim I was told it would take 60 to 90 days to conduct the investigation, but my was completed in less that 48 hours so mine was rushed and not fully investigated. 

  You have my response with a clear outline of my intent on how to handle this please respond with your suggested next steps, if we don't have a resolutions on or before 5/8/2023 I will use a judge to review the this as needed. 

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

  

  Business Response

  Date: 05/09/2023

  While we sincerely apologize for the delay in determining the customer's claim, time was taken to conduct a thorough investigation and have found no evidence of an incident/accident to the customer's unit during transit. There was only evidence to substantiate normal shifting and improper packing. The 1-800-PACKRAT claims team confirms that the unit has since been rented with no issue reported by the current occupant. If the unit had been picked up by the door as per ****************** assumption, then the door would be crushed and unable to be opened or closed based on how our equipment operates, thus making the unit un-rentable. 
  
  Despite the denial of the claim, 1-800-PACKRAT apologizes for the customers experience and asks **************** to contact our **************** department directly at ************** or by emailing ********************************* to discuss the settling of the claim further.  

  Customer Answer

  Date: 05/11/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/09/2023

  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 March 27, 2023 I ordered a unit/ Pod through Zippy Shell to arrive at my previous address on 03/31/2023 as it would give us the allotted 3 days to pack it, then it would be retrieved on 04/01/2023 ( 3 days) . In my confirmation it stated that on Date of delivery my charge was $106.12 then $185/ month for storage there after. Well, I was contacted on March 28th, stating that a driver was about an hour out for delivery. I informed the representative that I had ordered it for Friday, as no one would be home to even being packing the unit. They kindly rescheduled the delivery for Friday. Upon delivery on Friday 03/31/23, 1-800-PACKRAT, attempted to charge my card $465! I then called and was told that Zippy Shell and pack rat are newly being integrated and they weren't aware of the pricing difference. I then explained my prime purpose when booking through zippy shell was the rate was much better as we are moving due to financial reasons anyway. On that day I Spoke with Faith, she stated that the rate would be changed and I could pay the $106 then there would be the additional charges for storage and taxes, which would be $226, I stated that was fine but I would need a couple days to pay the remaining $226. She noted my account and on Wednesday 04/05/2023, I called to make my remaining payment, only to be told that the new amount due was $308!!!! Excuse me? How did we get from initial quote of $106 on delivery to now over $400? All I received upon booking was a confirmation number as well as what I was quoted. I asked for my ledger to be sent to me, the itemized list is a whole bunch of charges I was never told about, ************ is scamming people. I even made it very clear day of delivery that if charges were going to keep adding up then the unit could be gotten because I could not afford it. Now all of my family's belongings are in a warehouse somewhere and I CAN NOT AFFORD TO PAY THE STORAGE BECAUSE I AM BEING CHARGED FOR THINGS I NEVER GAVE CONSENT TO BE CHARGED FOR! THIS IS A SCAM!!!!

  

  Business Response

  Date: 04/13/2023

  We sincerely apologize for the billing errors due to issues on our end, and for the unnecessary stress this caused our customer. A team member has spoken to ****************** and rectified those errors.We look forward to completing this move on a better note!

• Initial Complaint

  Date:04/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved at the end of 2021, choosing to use Pack Rat for storage and long distance transportation. At the time of agreeing to go with Pack Rat, I did not have my set final destination, using an approximate zip code, and chose Pack Rat based on their availability and willingness to price match. They easily accepted my price match, which included about $600 off my final transportation costs. My items remained in storage about 15 months and I am now ready to have them delivered to my final destination. When calling to arrange delivery, I updated my zip code and was told my price match was no longer good. And that they also would not honor any new price match since my order was already in process. While my final destination has changed, they said this was no problem initially, and just to call and adjust later on. My overall agreement with them was based on a price matched rate. One that could easily be transferred over to my new destination, but they are unwilling to honor this initial agreement and discounted rate.

  

  Business Response

  Date: 04/11/2023

  We are deeply sorry for the price-matching issues our customer encountered. A team member has reached out to ********************** to work on a resolution. We look forward to completing this move on a positive note. 

• Initial Complaint

  Date:04/04/2023

  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.

  After hiring Zippy Shell (Packrat) to move my home from ********** to ***** (total cost for move $4,250 + $186.34 for a transportation subsidy, fuel charge), paying for monthly storage in ******* ($49.95 x 12 months for content protection, insurance), paying a grand total over $5,035 only to receive destroyed furniture and contents upon final delivery.I filed the insurance claim within the time frame required. There was a total of $3,600.98 in damaged items due to rat urine and items covered hazardous ***** matter (mattresses were double wrapped/waterproof moving bags for top protection. Other items damaged as well from rats that needed to be thrown away due to health concerns. The movers who were hired from Zippy Shell for the final delivery in *****, cut and damaged some items with box cutters in addition, images were also attached with the claim. It has been over the 90 days for a response, not a single response from the claims department, no email nor phone call. Claim was filed back on 12/22/2022. Today is 4/3/2023, past the 90 days for them to determine a response. This claim should have been handled immediately since the items were clearly damaged in their storage facility, images were attached of the Zippy Shell unit upon delivery with rat f**** and rat urine all over the floor of the unit, all over my items, items chewed through and damaged. There is no doubt about this claim that Zippy Shell is responsible and insurance, protection coverage was paid for. I need to be reimbursed for the $3,600.98 in damaged items. Claim Filed: 12/22/2022 Delivery Date: 10/25/2022 Load Date: 10/29/2021 Pickup *************** Delivery ***************

  

  Business Response

  Date: 04/11/2023

  1-800-PACK-RAT sincerely apologizes for ******************* experience. Our **************** department was contacted regarding the complaint and can confirm that the claim was resolved on April 4th. If there are additional questions/concerns, please contact our **************** department directly at ************** or by emailing *********************************

• Initial Complaint

  Date:04/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Damage to property while in Pack Rat pod..pieces of concrete fell on items and over $5000 in damaged property..Pack Rat refusing to acknowledge there was an accident or turn over of pod..no concrete in pod when pod was loaded in CT..

  

  Business Response

  Date: 04/11/2023

  1-800-PACK-RAT sincerely apologizes for your experience. Our **************** department was contacted regarding your review. The claims department confirmed that a thorough investigation was conducted, and it was determined there was not enough evidence to support any negligence on the part of our staff. The claims team checked with the transporting facilities and confirmed that the unit was not involved in any incident/accident. There was only evidence to substantiate what is considered normal shifting and improper packing. For this reason, the company cannot accept liability for the damages incurred.  

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19882133
  
  I am rejecting this response because: Chunks of concrete damaged belongings not improper packing.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/14/2023

  1-800-PACK-RAT sincerely apologizes for your experience. Our **************** department was contacted regarding your rebuttal. A team member has reached out to discuss the claim.  If there are additional questions/concerns, don't hesitate to get in touch with our **************** department directly at ************** or by emailing **********************************

• Initial Complaint

  Date:03/23/2023

  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.

  Pack-A-Rat made an error on their end and did not notify me that they would be closed on Wednesdays. I had made this order on 01/30/2023 and was assured thru *************************** that my drop-off at destination would be on 03/22/2023 and pickup would be on 03/24/2023. Now, the new drop-off date is supposed to be today (03/23/2023) and pickup date is 03/27/2023, yet Pack-A-Rat is continuing to tell me they are delayed. This is unacceptable as Pack-A-Rat is failing at their obligation to deliver my goods.I have called numerous times and spoken to: **** on 01/30/2023, Jailene the week of 01/30/2023, *************************** (on phone & email, emails start on 02/28/2023), Sharity on 02/27/2023, **** on 02/28/2023, ****** on 03/21/2023, ******* on 03/23/2023, and **** on 03/23/2023.Now, I am unsure if my goods are even arriving today (03/23/2023), as every time I call, Pack-A-Rat keeps pushing my time back despite them being the ones who made the mistake of not telling me their facilities would be closed on Wednesdays.Pack-A-Rat also failed to properly notate my notes for drop off at destination causing further confusion on their end.I require that my goods be delivered today (03/23/2023) and that I get a refund of $750 for Pack-A-Rat's failure to deliver as agreed to via email & for their continuing delays on my delivery of personal items.

  Pack-A-Rat is trying to short me $250 (off of $750) due to their
  failures of:
  Failure to provide notice on the UT site being closed on Wednesdays.
  - Failure to mention this in the beginning of my order.
  - Failure to update me on making the change without my approval.
  - Failure to reach out to me about the change.
  - Failure to properly inform the driver who called me on Tuesday 3/21.
  Failure to properly annotate my notes resulting in multiple calls.
  Failure to call me at the correct number in UT.
  Failure to update the UT driver on my notes.
  Failure to adhere to the original agreed upon delivery date in UT.
  Failure to update my notes for both CA and UT.
  Failure to have record of my notes for the UT delivery.
  Failure to answer my call on 3/24.
  Failure to repay me $750.
  Failure to pick up the empty container today (3/27) at the agreed upon
  time (the driver was late to pick up the empty container by *****
  minutes).
  
  
  Now, Pack-A-Rat is *lying* about why my delivery in UT was late. First,
  *************************** told me it was due to "prep for peak season", now ******
  ****** is saying it was due to "low driver headcount". Pack-A-Rat went
  from being stupid & incompetent to being stupid, incompetent, &
  lying.
  
  See Complaint #******** from 3/23.
  
  I demand to be refunded $750. This matter is NOT resolved until the $750
  is refunded & repaid back to me.
  ****** said she & Pack-A-Rat want to "make this right", perhaps they
  should pay me $750 - that is making it right.

  

  Business Response

  Date: 03/31/2023

  We are deeply sorry for the delays that occurred and the inconvenience this caused our customer. We appreciate ********************** speaking with a team member so we could discuss his experience and reach a resolution. We look forward to finishing the move on a better note. 

• Initial Complaint

  Date:03/23/2023

  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 purchased Zippy Shell services for moving from ******** ** to ***************. I got a quote for it, and I thought that was it. However, a few days before delivery I was hit with a hidden fee for fuel ($108.5) which they never mentioned when agreeing on the cost of this service. Also, a couple of days before delivery they charged me for a full month of storage rental ($219), and on the day of delivery again with a content protection fee ($49.95). I must mention that they never gave me a copy of our contract until I asked for it (March 20) after I saw all these new charges. All I saw before this was a page on their website where there was some information about the service provided, the 'agreed' cost for the service, and fields where I had to input my credit card information. I should also mention that there aren't even 30 full days between February 18 at 4 pm (when they initially delivered the empty container at my address in ******** **) and March 20 at 10 am (when they unloaded the container at my address in ****** **). So, charging me for a full month of rent plus insurance (starting on March 18) feels very harsh from Zippy Shell. In addition, such contract mentions that they had to deliver the container within **** business days (which they didn't fulfilled!). The contained was picked up on February 21 from ******** and delivered in ****** on March 10, which by my counts is 13 business days! This delay (for which Zippy Shell is responsible) complicated things even more because I was out of town for work-related reasons from March *****, and I couldn't schedule a delivery before Friday March 17, giving Zippy Shell the perfect excuse to charge me with another month of rent plus insurance before they could deliver on Monday March 20. I can see that there is certainly responsibility on Zippy Shell for the delays and for not fulfilling what they mention in their contract. Also, I don't see anything about a fuel charge anywhere (and they didn't mention it either).

  

  Business Response

  Date: 03/24/2023

  We sincerely apologize for the billing issues and poor communication regarding the charges. We appreciate **************** speaking with a team member so we could discuss the charges and work on a resolution.