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

  12 Forge Pkwy Franklin, MA 02038

• 

  1-800-Pack-Rat LLC

  1720 Boulter Industrial Parkway Webster, NY 14580

• 

  1-800-Pack-Rat LLC

  260 S Niagara St Lockport, NY 14094

• 

  1-800-PACK-RAT, LLC

  15 Rasons Ct Hauppauge, NY 11788

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:01/31/2023

  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.

  On 1/18/23 I called Pack Rat to get a quote on moving charges. I was already booked with ****, but after speaking with customer service, they said they would beat the price **** was charging me and convinced me to switch. The delivery estimate time from **** was shorter but I thought it might be worth it going with Pack Rat with the price difference. My container was scheduled to be picked up from the starting point on 1/23/23, but I had to call and ask where they were and was told that my pickup date was actually pushed back to 1/24/23 because a truck was down. I said fine. It got picked up on the 24th and I was charged more than my initial quote because of a “fuel surcharge fee”. Even then, I said fine. My container was scheduled to be delivered to my final destination on 2/2/23, and I was called on 1/31/23 to be informed that there was a problem with a truck and I would not get it until 2/6/23. This is not ok because now I’m without clean clothes, all of my work/office supplies needed to continue doing my job and having to book a hotel from additional days because my bed is in the container! All this is costing me additional money that it would have been better had I stayed with ****. I called customer service and was offered a measly $100 which I declined! That in no way shape or form cover half of what my additional expenses are because of this company’s delay, nor does it cover what I’m losing out on for work because my supplies are in the container! Don’t promise customers a delivery date if you can’t follow through. Moving is already so stressful, and you’d think a moving company would do anything to alleviate any extra stress from customers by actually delivering their stuff on time. Either deliver my stuff on time or actually compensate me for all the additional expenses I’m now incurring because of your inability follow through. I am so frustrated.

  

  Business Response

  Date: 02/06/2023

  ******,
  we apologize for the unexpected rescheduling and the additional expense and
  stress the delays caused. Our top priority is delivering our customer's
  belongings safely and on-time, and we are truly sorry that your delivery was
  late. We appreciate you taking the time to speak with a team member so we could
  provide compensation for the issues and to make sure your container was
  delivered as soon as possible. us why here...

• Initial Complaint

  Date:01/29/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2 containers on 7-22. While loading a container received a call from an employee that their lift broke. When items came Everything was broke. At the top of the container was a huge dent where you can see the items were thrown up by a catastrophic drop. I sent pictures and asked for a resolution for the more severe products and was told they were not responsible for normal wear and tear. I didn’t understand how they couldn’t be liable when their employee admitted to fault but they dismissed my items like my business did not matter. My other container that was packed the same had zero damage by the way, the only one that was damaged was the one this company dropped!

  

  Business Response

  Date: 02/07/2023

  The
  1-800-PACK-RAT corporate claims department was contacted regarding the
  determination made on the customer’s claim. Their team confirmed that not
  enough evidence was found to support our staff was at fault for the damaged
  property. Since our staff did not assist the customer with packing or loading
  the unit, we cannot substantiate the quality of the protective materials or how
  securely they were loaded. During the investigation, no incidents were
  discovered that proved negligence on our staff’s part. No proof of mishandling
  or accidents involving the customer’s unit was reported while 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
  1-************ or by emailing **********************.

• Initial Complaint

  Date:01/29/2023

  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.

  Total paid $3969 Claim total $1479
  6/18/22 loaders were supposed to arrive btwn 8-12. arrived around 3. Once arrived, 1 worker slept in the truck as the other was loading our stuff because he said he was tired. bc there was only 1 person doing the loading, it took >4hrs. They also said they didn’t have the right kind of truck for the job& therefore had to take our stuff in their truck, then transfer it to the zippyshell(ZS) container at a different location. we didn’t get to see our lock placed on the ZScontainer& unable to ensure all of our items were transferred from the truck to the container appropriately. The loaders also didn’t have any moving equipment (dollys, carts) So they used ones that WE provided.
  We finally get our stuff &things have been damaged AND lost.
  7/25 I filled out/emailed the claim form
  9/27 finally got a response saying they needed 90days to review claim
  1/20 they emailed saying claim was denied “it has been determined that the damage incurred to your property were not caused as a result of the unit being improperly loaded, mishandled or dropped by a member”
  1/21 I replied to their claims, and they have not responded
  We moved 3x, each time packing our own items& had no broken items. However, this time our items were either damaged or missing. I don’t know how the missing items were due to“improper packing”. It’s more likely that loaders forgot to load it into the truck/ZScontainer since they were so tired/it was so late/dark by the time they were there. also, bc loaders didn’t bring any equipment to help load our heavy boxes, it’s also likely that when they were moving items from the truck to the ZScontainer, some boxes were roughly handled/dropped...breaking our items.We did have stickers that said fragile on them though I saw them treating those boxes no different. This is why I don’t think this is a far assumption that the damage was not due to “improper packing” by us. I’m not sure why we paid for protection if it did not protect us.

  

  Business Response

  Date: 02/07/2023

  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 * ***** ******** or by emailing ***********************

  Customer Answer

  Date: 02/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company responded to my email to them only after receiving the BBB complaint. They said in the email that they would re-evaluate the case and respond to me in 5-7 days, which has long past. Therefore, in response to the BBB question of if I am satisfied with the response by zippyshell, the answer would be no unfortunately.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 02/20/2023

  The
  corporate claims department was contacted regarding the customer’s complaint.
  They advised that a final, thorough investigation was conducted, and it was
  determined there was not enough evidence to support that our direct staff or
  any contracted loading crews were at fault for the damaged or missing property.
  Despite the claim denial, the customer has been offered compensation for the
  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 **********************. 

• Initial Complaint

  Date:01/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called 7 times this weekend with an automated response…. 5 emails…. I requested a quote then when found out price it’s twice as much. I requested my information be removed two different time. REMOVE MY INFORMATION

  

  Business Response

  Date: 01/25/2023

  We
  apologize for the difficulties the customer encountered and for any
  inconvenience it caused. A member of our Resolution Team has spoken with the
  customer to gain more insight into the situation and has resolved the concerns.
  We greatly appreciate the customer's feedback. 

• Initial Complaint

  Date:01/23/2023

  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.

  5 days before my scheduled move Zippy Shell calls me to tell me they overbooked and that I will need to cancel or reschedule. I told them I am unable to do either and that i would like the service we agreed upon. They were unapolgetic and refused to take any responsibilty. I freaked out, this gave me a pain attack. francaially tried to find abnother company but was unable.
  They called me the next evening to tell me they miraculous worked it out. On the day of the move they delivered a cage that was too small for the promised 2 bedroom it would hold. I had to get rid of thousands of dollars worth of belonging.
  
  They could promised a delivery date and couldn't tell me where my belonging were for over 2+ weeks.
  
  They again called to say they had a mess up and that they would need to upload the storage unit on to a truck and then unload that truck at my home. I explained that cost more and opens them up to more liability since they are moving my stuff twice in one day. they refuse to be helpful
  
  I find out that my storage wasn't locked by Zippy Shell/Pack Rat as stated and was left open since 6/11/22!
  
  The movers were ill prepared to move- the truck was too small, and they didn't have a dolly to move my stuff. It took the movers 6.5 hours to move a small one bedroom. The move damaged a vintage bike, and hybrid bike, broke a 20-year-old antique ****** Snow globe, stained my brand new couch, and almost every piece of furniture was damaged. I filed an insurance claimed, they denied it after 6 months of investigating.

  

  Business Response

  Date: 01/31/2023

  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 cl********************.

  Customer Answer

  Date: 02/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There hasn't been a solution they merely stated they would review the claim. After 6 months of dealing with 1-800- pack rat/zippy shell I need more consideration. They would often ignore my emailed inquiries or complaints and they took over their 90 day claims review process to deny me, but offered me a $250.00 customer satisfaction refund which right there should tell you they know they provided a terrible service and lied throughout the process. I would like to keep the complaint open until they have fully resolved my issues, please. 

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

  

  Business Response

  Date: 02/06/2023

  The
  1-800-PACK-RAT Zippy Shell corporate claims department was again contacted
  regarding the determination made on the customer’s claim. Their team confirmed
  that there was not enough evidence found to support our loading crews were at
  fault for the damaged property during the final investigation. There were also
  no incidents discovered that proved negligence on our staff’s part. There was
  only evidence found to support little to no protective materials being provided
  by the customer to our load team, which is the customer’s responsibility.
  Additionally, no proof of mishandling or accidents involving the customer’s
  unit was reported while in transit. While we apologize for the customer’s
  experience, we cannot accept liability damages incurred. The customer was
  contacted, and the reason for our decision was explained. 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 1************* or by
  emailing *****************t.com.

• Initial Complaint

  Date:01/16/2023

  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 ordered a container delivery from UT to NJ. The whole process was very stressful. When I spoke with the sales agent, I double checked and triple confirmed with the agent the container will be delivered by Jan 5th and Jan6th through expedited service which incurred extra cost. I then planned my trip with that information. The customer service also confirmed the expedited transit and fuel charges waiver in writing by email. Before I leave, I also spoke with the customer service and I was informed that the container will arrive in NJ on Jan 3rd. Few days before I arrive in NJ, I was informed that the container will arrive in NJ by Jan 9th which is later than what was confirmed by the sales agent. When I arrived in NJ, the customer service informed that the transit showed standard transit rather than expedited transit and the arrival time switched to Jan 13!! This delay incurred extra hotel costs and changed my move-in plan. In addition to the last minute transit time change, the company charged extra fuel charges despite the sales agent and the confirmation email from the customer service. I'm very disappointed at the quality and the inconsistency of Zippyshell's customer service.

  

  Business Response

  Date: 01/23/2023

  We
  are truly sorry for the delays and issues this caused our customer. A team
  member has reached out to discuss the situation and to process compensation for
  the delays that occurred. We look forward to completing this move on a positive
  note. 

  Customer Answer

  Date: 01/27/2023

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

• Initial Complaint

  Date:01/13/2023

  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.

  Under CCPA I have contacted this business to remove my data and they have not responded back within 10 business days. They also collected my credit card information to generate a quote and I sent them an email that I do not approve the quote for services and they have not confirmed receipt of my response to ensure my credit card will not be charged.

  

  Business Response

  Date: 01/17/2023

  We
  apologize for the communication issues and the inconvenience this has caused.
  We can confirm that all credit card information has been removed and the quote
  is closed. 

• Initial Complaint

  Date:01/12/2023

  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.

  The transaction was started on 8/27, which was when they loaded our items into the moving vehicle.
  
  I have emails with a correspondent from the company indicating what would be covered by the quote I was given and accepted. The week of the move, pack rat told me that the work order did not include stairs and disassembly/reassembly of furniture items, even though I had this in writing from their correspondent that it would be covered. The supervisor ******, who was supposed to look into the matter, never contacted us again.
  
  After that we had the displeasure of dealing with ****, who is a terrible supervisor and human being. He saw what was listed in the emails and chose not to honor the agreement. In addition to the terrible employees we worked with, the third party contractors who were responsible for loading and unloading our items actually stole a few of our items. Items that were in their original packages. We don't know if it happened during loading or unloading, but we think it was during loading because they parked a little farther away from our driveway, so we could not see the truck as clearly. These third party movers where contracted through someone named ****** ***** located in Southern California.
  
  After filing a complaint with Pack Rat, they took over 90 days to 'conduct an investigation' and then said there was no fault on their end. When asked for the report, they have refused to provide it, which leads me to believe no investigation was actually conducted. The business and all of their employees are dishonest, lazy and very fitting with their company name 'Pack Rat' since they provide vermin level service.
  
  I want the 'investigation' report that was conducted, and I want to be compensated for the items that were stolen. I provided receipts and pictures that these items were in our possession, so I have done my part. They continue to NOT do their jobs appropriately.

  

  Business Response

  Date: 01/20/2023

  1-800-Pack-Rat
  Zippy Shell sincerely apologizes for the customer’s experience. Our corporate
  claims department was contacted regarding the customer’s complaint. Their team
  advised that a thorough investigation was conducted and that there was not
  enough evidence to support that our direct staff or any contracted loading
  crews were at fault for this missing property. It was also confirmed there were
  no signs of forced entry into the customer’s unit and no other reports of theft
  or break-ins at any of the contact facilities. The claim was denied due to the
  lack of evidence found to support the contents went missing while in our
  possession. The customer was contacted, and the reason for our decision was explained.
  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: 01/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There was no forced entry because the items were likely placed in the front seat of the truck prior to the truck being locked. We were never contacted during this 'thorough investigation' and despite it being so 'thorough' they cannot provide a report. If I had known how under-handed this company was, I would have filed a police report immediately. I had a good experience with them in the past where my claim was filed and responded to in a timely manner, but clearly their ethics have changed. And yes, we were offered a $450, but they never sent an updated settlement agreement with that amount. We have only received the settlement agreement with the amount $250, so they are impacting my time frame to accept this so called reimbursement by not even sending appropriate paperwork. They also do not respond to emails in a timely manner. I have to email multiple times to even get someone to respond. 
  
  
  
  Sincerely,
  
  
  
  ******* **********

  

  Business Response

  Date: 01/31/2023

  Our
  corporate claims department was again contacted regarding the customer’s
  complaint. They confirmed the offer was issued by ******** on 1/12/23 and
  re-issued on 1/26/23. If the customer is interested in taking advantage of the
  offer, we request they accept the terms of the ******** forms or contact our
  corporate claims department directly at 1************* or by emailing **********************. 1-800-Pack-Rat
  Zippy Shell apologizes for any inconvenience this process has caused the
  customer. We appreciate the feedback provided and
  will be sure to consider it as we work towards providing a better customer
  experience going forward.

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company to provide a moving service for loaders and transporters of my household goods from *** ***** California to ******* California. They assured me my items would be packed and transported. They moved my items using outsourced contractors, which then had to unload/reload my items several times via trucks and fork lifts. Upon arrival 5 weeks later, I had a few items broken. Pack-Rat assured my everything was insured, so I filed a claim for a broken TV stand and screen, lamp, and speaker. I provided pictures with the claim. After 90 days, they rejected my claim, basically said they are not responsible for transporting them. This business contracts out a ton of labor and trucks and these contractors are not trained or know the procedures to operate under, hire labor really doesn't care and Pack-Rat almost can operate as just a **** app, just connecting a client with a contract labor source and collecting the fees. I paid over $4,000 to move a 1 bedroom apartment items 300 miles. I tried calling the owner, filed a claim and now plan on taking them to small claims court if I cannot get this resolved. Can you assist in any manner. My claim is only $1800 to replace the items.

  

  Business Response

  Date: 01/09/2023

  Our management team
  has reached out to Mr. ******** regarding his previous move experience. We were
  able to amicably resolve all his concerns & have confirmed his satisfaction
  as well. We thank Mr. ******** for his business and look forward to working
  with him again in the future.

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair 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.

  My name is ******** ******. My husband, ***** ******, and I scheduled 1800PackRat to help us in our move from * ******** *** ***** ***** *** *****, to our new destination; ***** * **** *** ******* ** *****. (account #: ****RET-2569830). First off our bin was delivered December 12, 2022 and was to be picked up Dec. 15, 2022. 1800PackRat PROMISED us that our bin would be in ** on Dec 31, 2022. PackRat failed to communicate until several days later when we called that they didn’t have the correct truck to lift the bin onto the truck Dec 15, but will send someone else to be there Dec. 16 while still promising our delivery date of 12/31/22. On 12/28/22 we called to confirm that the bin will be delivered 12/31/22, and upon speaking with multiple people trying to locate our bin (we were told our order was canceled, lost, and unable to be tracked) we did not find out anything until the following day, to find out it was at the Indianapolis warehouse. They said due to the holidays they will not open and be able to get someone to move our bin until 1/3/23. On 1/3/23 we called and first spoke with ****** who said that the fork lift was down and they weren’t going to be able to move our bin. We were then transferred to ****, and he never mentioned anything of a fork lift down and we asked him to transfer us to a dispatch manager. However, the transfer line did not work apparently, and we were told ***********, the manager, would call us immediately after the phone call. Over 5 hours later we didn’t receive a phone call and we called 1800PackRat and spoke with the other dispatch manager, ********, who was inconsiderate and of no help to our situation. We explained how we have had to spend more than we are capable of for this move, having to stay in extended hotel stays, not having any of my personal belongings that we’re promised to be here weeks ago.

  

  Business Response

  Date: 01/11/2023

  We
  sincerely apologize for the delays and the problems this caused our customer.
  We have spoken with Ms. ****** to discuss compensation for the issues. We are
  also working to get the empty unit picked up as soon as possible. 

  Customer Answer

  Date: 01/13/2023

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