Complaints

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

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• 

  1-800-PACK-RAT, LLC

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

  
• 

  1-800-PACK-RAT, LLC

  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:03/12/2023

  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.

  THEY LIED ABOUT THE PRICING FOR MY POD, and AUCTIONED IT OFF WITHOUT FOLLOWING UP! I have been storing my things since April, I been in and out of the hospital and I was admittedly late paying on the pod, I spoke to a woman on 4/6/2023 and told her I was planning to pay for the pod this Friday and schedule a move out for 4/10/2023. She told me my pod was set to auction in 7 days, the pod had already sold when we spoke on Wednesday 4/8/2023 and when I called to settle the balance, I was told their legal team was the only people who would speak to me. I asked who the pod was sold to and if I could contact them to purchase it back or make arrangements. They wouldnt tell me, come to find out I was being charged more than the monthly storage fee that is advertised. I asked them to review the charges and they sold my pod instead.

  

  Business Response

  Date: 03/21/2023

  We are very sorry to hear about the situation the customer is experiencing. We did our best to work with this customer, and we followed all state laws and our corporate rules and policies that led to the outcome. If the customer has any further questions,they can reach our **************** Team at ************.

• Initial Complaint

  Date:02/27/2023

  Type:Billing 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.

  5 years ago I called Packrat and got an estimate for a long distance move from **** to ******* **. I was going to pay Packrat every month for storing the container in **** until I moved to ** and got settled. I never gave them an address because I wasn't moving until later. Feb 13, I called to have the container moved. The girl on the phone asked me where I wanted it delivered and I said my mailing address. Of course they have it because the payment was automatically charged to a charge card every month. She said it would take 10 days and someone would call me when the container got to the warehouse. I waited 2 weeks and hadn't heard anything, so I called this morning and they said the container was delivered to the warehouse in *********. That is 600 miles from where I live. Now they are telling me they will bring it to Palm Beach where I live, but it will cost over $2000. I already paid to have it sent from ****. They record phone calls, but won't let me listen to the original call where I said deliver it to my mailing address. Please help.

  

  Business Response

  Date: 03/01/2023

  We sincerely apologize for the miscommunications
  regarding the delivery address and the frustration this caused our customer. We
  appreciate Ms. ******* speaking with a team member so we could learn more and
  work on a resolution. We can confirm that the delivery is on the schedule. We
  look forward to finishing Norma's move on a positive note! 

  Customer Answer

  Date: 03/01/2023

  
  
  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:02/14/2023

  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 used this company to move from ** to ** with order *******. We set up service 12/22. Our container was to be dropped at our home in ** on 12/29 and picked up on 1/5. We verified with the sales manager that the container could be picked up witho** us there. On 1/5 we received a voicemail from the driver that he would be at our house to pick up the container about an hour after his call. We we're driving cross country our cell service was spotty, but we called him back ASAP. When we called back there was no answer and his voicemail wasn't set up. Since we didn't hear back and got no other communication from Packrat we assumed that everything was fine and the container would be dropped off at our new place in ** on 1/20/23. On 1/16/23 we received a message from the management at our place in ** asking when the container would be picked up. I immediately called Packrat and was informed that the driver had been unable to pick up the container. I asked why there was no communication from the company that they couldn't pick it up and was told that the driver had tried to call us twice. We have no record of the driver trying to call us more than once. We reschedule pick up for 1/19/23 and delivery for 2/3/23. We were informed that we would have to pay for another month of storage as we wouldn't have the container back within one month. After calling to try and talk to someone about our situation multiple times we finally reached someone about a week later. When asked why we didn't receive any call or notification that our container wasn't picked up we were told that the manager of the lady we were talking to had called and left us a message. We have no record of this and didn't receive a voicemail. This is also completely different than what the representative told me on 1/16. On 2/2/23 around 6:30pm the night we were informed that our container wasn't in NC and we had to reschedule delivery for 2/7/23. Our container arrived on 2/7 and picked up 2/11/23

  

  Business Response

  Date: 02/14/2023

  We
  sincerely apologize for the delays and poor communication regarding the
  container pickup and delivery. We appreciate Mr. ****** speaking with a team
  member so we could learn more about the issues that occurred and provide the
  appropriate compensation. 

• Initial Complaint

  Date:02/10/2023

  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.

  Dear BBB,
  
  This is the review I have posted on several of top websites that have reviews for them, I have also sent this review to their claims department verbatim as of yesterday. As of today, I have received an email stating that they will open an appeal on my claim and respond back in 7-10 business days. I received a voicemail from their social media department stating that they will refund the $100. I have asked them for a check in the mail and all correspondence in writing. Below is the review and includes all of the information pertaining to the order for a container from them which was supposed to arrive on 10/1 and arrived on 10/22.
  
  See attachment below.
  
  Best,
  ***** ********** 

  

  Business Response

  Date: 02/10/2023

  1-800-PACK-RAT
  Zippy Shell apologizes for the customer’s experience. Our corporate claims
  department was contacted regarding the complaint. Their team confirmed that the
  damage claim is being re-evaluated due to additional information being provided
  by the customer. Our claims department advised the customer was contacted and
  informed of the re-evaluation in writing. If the customer would like to speak
  with us further regarding the claim appeal process, they can contact our
  Corporate Claims Team directly at 1 ***** ******** or by emailing ***********************

  Customer Answer

  Date: 02/10/2023

   
  
  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:02/09/2023

  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 10/15/2021 I schedule a move and storage with the company. They quoted me a price, or $2230 down at pickup and $2230 at drop off. I signed the agreement and all was fine. A year later when I needed my items dropped off, the company turned around and stated I would owe $7,060.99. They never communicated a change in cost or sent me another agreement. They just said "too bad, well keep you items and charge you storage fees until you pay the full amount. They sent me an "itemized" receipt and it showed "initial 50% deposit - $2,230" and "final 50% deposit - $6,690" Also adding a "transportation subsidy - $370.99" (stating this was due o increasing cost of fuel). They leveraged my belongings in order to double to agreed upon cost and were completely unable to explain why this happened when I called. I have tried multiple times to settle over the phone with them, but they refused.

  

  Business Response

  Date: 02/14/2023

  We
  are truly sorry for any confusion around the billing and expected charges. We
  have resent the initial communications that included the pricing. We appreciate
  Mr. ******* allowing us the opportunity to look into the issues and for
  providing us with valuable feedback. 

• Initial Complaint

  Date:02/08/2023

  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.

  I have had many problems with Pack Rat which I have tried to address by contacting them, i.e., not showing up to pick up container and damage to my property. They did address not picking up their pod which got me in trouble with my new landlord. I tried to file a claim for the damaged table and requested a claim form. They told me they would send one, but never did. I contacted them again and they told me to take pictures and file the claim online. I did so, even though you can't fill out the form like other sites; you have to print it, fill it out and then resubmit it. I did file documentation, pictures and told them of all the packing precautions I had taken to prevent damage, wrapping the table, putting pillows between the legs, laying it on a blanket and wrapping it again in a quilt. I can only imagine how much shaking could have caused this damage or if the pod was dropped. The pictures detail the damage. I would very much appreciate any help the BBB could provide. Thank you. PS I tried attaching some pictures, but they would not upload. I can send them directly to your email, if you want.

  

  Business Response

  Date: 02/15/2023

  1-800-PACK-RAT
  Zippy Shell apologizes for our customer's experience. Our corporate claims
  department was contacted regarding the customer's complaint. They have
  confirmed that the customer was issued a claim form in August 2022, but there
  is no record of the claim being received. An investigation was completed, and it
  was determined that the claim form may have been submitted to the wrong
  location. They have reached out to the customer and are currently working with
  them to ensure the claim is submitted and processed. We appreciate the feedback
  as we are always working to improve our services. 

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 19365022
  
  I am rejecting this response because:

  I received a response from the company that they were processing the claim and would contact me within 90 days. I have not been contacted since.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/22/2023

  1-800-PACK-RAT sincerely apologizes for your experience. Our **************** department was contacted regarding your review and confirmed they are working with you to arrive at a mutually agreeable resolution. If you want to discuss settling the claim further, don't hesitate to contact our **************** department directly at ************** or by emailing *********************************.

  Customer Answer

  Date: 06/22/2023

   
  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 just received a settlement offer from Pack Rat which will cover the repairs needed for my table and I have accepted it.
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/08/2023

  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.

  Absolutely horrible customer service and they do a bait and switch! I signed up to have my belongings picked up in ****** then taken to **********. I noticed in my account it said that the pick was in ********** and to be taken to ****** (switched). I told them and the changed the pick up address. When it came to having the drop off everything, they told me it would be an additional $1250 to switch my account to long distance because it was never long distance. After being on the phone for over an hour, I got no where. No empathy, no concern, no ownership of the issue and when I asked to speak to management was told that they were the manager and no one else could help me. Absolutely horrible and I have filed a complaint with the Federal Motor Carrier Safety Administration.

  

  Business Response

  Date: 02/09/2023

  We
  are truly sorry for the billing issues that our customer faced. We appreciate
  Ms. ****** speaking with a member of our Upper Management Team so we could look
  into this and work on a resolution. 

  Customer Answer

  Date: 02/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like for upper management to reach out to me. I had the Marketing Specialist reach out to me. She started the conversation by saying she was only reaching out to me because I was going to go to the BBB. She said I know you want someone to take accountability but you guys didn't put the information in there, and in small print at the corner of the page it said local, so I should have known. I then finally accepted it moving for $1,000 because she said "well, we have cost too so you can take it or go with someone else" 

  At this point, I don't expect any money back. Your company has made it clear, after talking to multiple people stating they were from management, that this company sees this issue as an annoyance and not something actually looking into or resolving. 

  So, if I could get someone to reach out, apologize and actually look into the situation - that would suffice.

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

  

  Business Response

  Date: 02/14/2023

  We
  deeply apologize for the continued issues our customer has encountered. A
  member of our Upper Management team has attempted to reach out to discuss this
  further. We look forward to speaking with Ms. ****** soon. 

• Initial Complaint

  Date:02/08/2023

  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.

  Timeline of events with my 1-800-Pack-Rat experience:
  - 1/17/23: Picked up my container to be shipped from ********, OR to ***** ****, MN. Was told it was take 10-14 days.
  - 1/31/23: Container did not arrive and no notification delivered regarding transport/arrival.
  - 2/2/23: Called for status update. Was told a storm caused the delayed shipment. Advised delivery was originally supposed to be on 1/30/23. New delivery date was set for the following day, 2/3/23. When asked where my container was, they would not tell me.
  - 2/3/23: Container did not arrive and no notification delivered regarding transport/arrival.
  - 2/4/23: Called for status update. Was told there the truck broke down causing further delays. New delivery date was set for 2/6/23. I asked to speak to someone who could escalate the issue further but was denied, and told there was nothing to do but wait for the container to arrive. When asked where my container was, they would not tell me.
  - 2/6/23: Container did not arrive and no notification delivered regarding transport/arrival.
  - 2/7/23: Called for status update. Was informed the container arrived. No notification prior was received despite being repeatedly told we would receive notice of arrival.
  
  No recompense was offered during these numerous calls. Customer service quality was poor and not solution-oriented. Highly disappointed with the misleading delivery times, and for being charged for services that did not deliver as advertised or informed. I was ready to call the police as I was worried they may have stolen/lost my property and were unwilling to tell me, since they wouldn't tell me where my container was during my multiple calls.

  

  Business Response

  Date: 02/13/2023

  We
  sincerely apologize for the delays and the poor communication that occurred
  during Mr. *****'s move. We appreciate him taking the time to speak with a team
  member so we could provide compensation for the delays and work on a
  resolution. 

  Customer Answer

  Date: 02/14/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I find the offer to compensate by waiving storage costs for two months satisfactory.

  Additional feedback provided: They were "unable" to waive the cost of the delivery due to the container being in storage (vs being dropped off at a home). This appears that they were unable to resolve issues directly (cost of delivery) due to semantics rather than doing what's right by their consumer. The amount for compensation requested was not met (50% of the delivery cost), but we settled due to their unwillingness to provide additional compensation. Only days later, we received notice they are raising the cost of storage. Overall poor experience and outcome.

   Their social media rep was very considerate and kind to our circumstances.

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

• Initial Complaint

  Date:02/06/2023

  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 did finally receive the weigh ticket for our 1st container #******* on 01/27/2023 (empty and full weights).HOWEVER, It was clearly stated on our paperwork at each drop off and pick up in October and November 2022 that weigh tickets were to be done for BOTH containers.*
  Our order number is *******. 1st unit delivered 10/16/22, paperwork showed we need empty & full weigh tickets for a military move.The driver did not get an empty container weight when the 1st unit was delivered to us.We had a 2nd unit delivery at a later date, he said they could get 2 empty weigh tickets when the 2nd empty unit was dropped off & they picked up the 1st full unit; they would take the 1st (full) unit to get a full weigh ticket.The 2nd unit delivered on 11/01/2022, paperwork showed we need weigh tickets, again driver did not get any empty weigh tickets, but left the 2nd empty unit & took the 1st (full) unit to get an empty weight (from a random empty container at the storage facility) & then a full weigh ticket for our 1st unit. This was not done.On 11/11/2022, they picked up our 2nd (full) unit & again we were told they would get the weight of 2 empty containers from the warehouse, then take both of our full containers to be weighed & we would be receiving the weigh tickets within 10 days.Basically, we paid $150 for weight tickets for our military move and we have not received our weigh tickets.I have called almost every week to ask about status of the weigh tickets & I get the run around from customer service. I'm told they call or email the warehouse,and/or they spoke with warehouse manager, warehouse is aware that weigh tickets are needed, they had equipment break, staff shortages, etc but will get to it when they can.I tired of the excuses for the past 3-4 months.Our next step after this is to contact our lawyer.At this point my repeated calls & even visits to the warehouse are getting us no where.

  

  Business Response

  Date: 02/13/2023

  We
  are deeply sorry for the extended delays our customer experienced with the
  weight tickets. A team member has been in communication with the ******* and
  has made sure they received the requested weight tickets. Again, we apologize
  for the frustration this has caused, and we are happy to know we could resolve
  this. 

  Customer Answer

  Date: 02/13/2023

   
  
  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:02/03/2023

  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.

  On 06/10/22 I contracted with Zippy Shell to move a pod from a NY storage facility to Fl including 2 men to load in NY. I made an initial deposit of $2050 on 07/22 with remaining funds of $2221 (fuel surcharge added)pd on delivery. Two men arrived onsite in NY with a metal cage(not a pod).I was never told I’d received a cage. All the emails from my sales agent ****** ***** stated a container. I was inquiring about a pod. The men had just drove20+ hrs from fl to ny b4 they reached me. They were exhausted and wanted to load as quickly as possible. They were breaking containers before they were loaded. When they showed up 1 smelled of alcohol & 1 was bleeding all over on his hand. He disappear to get medical assistance in the front office & was gone 45 min of the three hours window I pd for. They had no knowledge how to load a pod. They were drivers not loaders. Knowing a lot of my stuff wasn’t going to make it in the pod I chose to do it myself. Using moving blanket, rugs, plastic wrap, bubble wrap, straps I secured the load. Then they had no lock to assure my belongings were secure. I was mailed keys weeks later. Upon arrive in FL I had severe damage to most of my furniture. All of the damage was mostly on one size of the cage. The metal cage was severely damaged. Obviously, something happened. I have before & after videos/photos of the cage. Also, the measurements of the cage are much smaller than the contract stated I would get. 7x7x16 vs 80’x80”x15’ which is why some of my items were left behind. I waited 90+ days for the claim decision for them to say I didn’t pack it well. If this isn’t resolved I will be pursuing other options. I pd extra $50 for content protection-damage waiver plus. They offered me 500. I have witness in both NY and FL of the events discussed here. some of videos, contracts, emails, photo's are attached. I can provide more if needed.

  

  Business Response

  Date: 02/10/2023

  1-800-PACK-RAT
  apologizes for the customer's experience. The Corporate Claims Department was
  contacted regarding the determination made on the customer's claim. Their team
  confirmed there was not enough evidence found to support our loading crew was
  at fault for the damaged property. During the claims investigation, there was
  only evidence found to support the customer's lack of protective materials for
  our load team, which is the customer's responsibility. Additionally, warehouse
  management reported no proof of mishandling or any accidents involving the
  customer's unit. The damages were determined to be consistent with normal
  shifting that can take place in transit. While we apologize for the customer's
  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 corporate claims department directly at ************** or by
  emailing **********************

  Customer Answer

  Date: 02/10/2023

  
  
  Complaint: 1*******
  
  
  
  I am rejecting this response because: I have photos showing the damage that occurred to the steel of the cage. The kind of damage that was created would surely do damage to my belongings inside. I will be seeking further assistance in this matter. 
  
  
  
  Sincerely,
  
  
  
  ******** ***

  

  Business Response

  Date: 02/15/2023

  The
  1-800-PACK-RAT Zippy Shell corporate claims department was again contacted
  regarding the customer’s complaint. Their team reiterated that there was not
  enough evidence found to support negligence on the part of our staff or to
  support an accident that occurred while in transit. There was only evidence to
  substantiate what is considered normal shifting and a lack of adequate
  protective packing materials used by the customer. For this reason, the company
  cannot accept liability for the damages incurred. Compensation was offered for
  the customer’s experience. If they are interested in taking advantage of the
  offer, we request they contact our corporate claims department directly at
  1-888-722-9228 or by emailing [email protected].