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, LLC

  12 Forge Pkwy Franklin, MA 02038

• 

  1-800 Pack Rat

  425 Timber Ridge Rd Middletown, CT 06457

• 

  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:01/04/2023

  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.

  Account #**************1
  Unit # ******, Unit #******
  November 10, 2022 was our initial contact to begin our 2 unit deliveries. We set up two separate deliveries and pickups of 2 units to be stored at their facility in ***** ********* ** to be sent at a later date to *********** NC. The initial drop offs/picks ups of the units went as scheduled.
  
  Contacted Pack Rat on 12/12/22 to discuss delivery to my new address. Was told they needed 7-10 business days to deliver our first unit. Followed up on 12/15/22 to schedule delivery to my new home address for 12/29/2022. We had expedited our closing on our new home by three days after learning that they would not deliver to us on 12/30 or anytime until after 1/3/23 to ensure we would have it for the first weekend in January.
  
  On 12/28/22, spoke to ******** at 1-800-Pack Rat and was told that we were on the schedule for delivery to *********** NC. After several hours on 12/29 without a call, I reached out to Pack Rat, talked to Josh, and was told our unit had not even left Illinois!
  
  Ian from Pack Rat, called me later in the evening on 12/29, he had no idea when it could be delivered. On 12/30/22, at 4:30 pm, Ian called me again to tell me our unit would not move until 1/3/23, would arrive in ********** on 1/4/23, and would be available for delivery to my new address on 1/5/23.
  
  1/3/23 at 4:15 pm, received an email from Ian saying that our unit still had not left Illinois and they had no scheduled transport and therefore would not deliver 1/5/23 (our second scheduled delivery date cancelled).
  Spoke to Ian on the phone on 1/3/23/ at 6:00, he stated they had NO IDEA when our unit would be picked up. This is only our first unit! What will happen with our second one which is also still in Illinois?
  
  $6,740.49 paid in full ($5,487.93 for transportation), and they will not compensate us for our lost time and being in our home without our belongings until after delivery of both units, but who knows when that will be!

  

  Business Response

  Date: 01/11/2023

  We
  sincerely apologize for the delivery delays and the hardship this created
  during our customer's move. We appreciate Mr. ***** speaking with a team member
  while we worked to get the units delivered and to discuss compensation for the
  issues that occurred. 

  Customer Answer

  Date: 01/11/2023

  
  
  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:01/04/2023

  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.

  We contracted for moving services, made a verbal agreement to have our goods delivered on a specific date. Goods were picked up 12/15 company accepted payment for services. Verbal agreement was for delivery on 1/3. As of 1/3 our goods are still at original point of origin and will not be delivered until 1/7. We paid the company close to $5,000 with plenty of time to deliver our goods on the specified date. Contacted company but no explanation as to why goods had not left original point of origin. We would like to receive a small refund of our original payment due to inconvenience of not having our goods delivered in a timely manner as per our verbal agreement.

  

  Business Response

  Date: 01/11/2023

  We are truly sorry for the delays and the issues
  this caused our customer. A member of our Upper Management team has reached out
  to the ******** to discuss their experience and to work on a resolution. The
  unit has now been delivered, and we look forward to completing their move on a
  more positive note.

  Customer Answer

  Date: 01/18/2023

  
  
  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:01/03/2023

  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 called for my storage pod to be shipped from ** to ** following my relocation to *******. On December 2nd, I was told my unit would ship out on Monday, Dec 5th and arrive on Dec 17th.
  As of today, January 3rd, I still have not received my container with ALL of my furniture, personal belongings, clothes etc. I have been given multiple delivery dates (4 or 5) and that is always followed up by a phone call saying something went wrong with the delivery.
  I have called multiple times and asked to speak with a supervisor or the president of the company but have been unsuccessful. I sent a certified letter to the president of the company at their NC headquarters and still have not heard. I need help with this situation. **My credit card was charged $4670. on Dec 5th although no service was received/container did not ship until (supposedly) Dec 27th. I have no way of getting real answers from this company.

  

  Business Response

  Date: 01/10/2023

  We
  are deeply sorry for the lengthy delays that occurred due to weather conditions
  and mechanical malfunctions on our end. This is not the type of experience our
  team works hard to provide, and we apologize for the disappointing delays and
  the hardship this caused our customer. We appreciate Ms. ****** allowing a team
  member to reach out and provide updates during the process. We can confirm that
  the unit was delivered and we are working directly with ********* to work on a
  resolution. 

  Customer Answer

  Date: 01/10/2023

  
  
  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:01/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired PackRat to move my belongings in their small size (8ft) moving pod, from ***** ** NM to ********** MA. I initially paid $4,900 for this move, guaranteed it would take up to 14 business days to receive the pod. There were multiple delays in receiving the pod in ***** ** (3 calls promising i'd get the pod, and then breaking those promises) resulting in a week and a half delay to even receive the pod. Then I was guaranteed 3 delivery dates of when the pod would arrive in it's destination (**********) - and was then called 5 days before the guaranteed delivery date to say that the pod had not left NM yet, and another rescheduling of the delivery. I was given $300 off for the first delay, and told I would get $50/day for the second delay. Completely unreliable company, service, and totally untrustworthy with very little recourse or solutions to the problem.

  

  Business Response

  Date: 01/09/2023

  We
  are truly sorry for the delayed transit and the issues this caused with our
  customer's move. A member of our Resolution Team has spoken with Mr. ******* to
  discuss the problems that arose on our end and to process compensation for the
  delays he experienced. We appreciate the valuable feedback and we look forward
  to finishing ******s move on a positive note. 

• Initial Complaint

  Date:01/02/2023

  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.

  11/23/22: Spoke with Packrat representative, ****, over the phone. Placed order with packrat; verbally confirmed transportation fee of $1,989.00 + storage fee of $343.69 for a total of $2332.69. **** assured us that "[this] value could only possibly go down" and would not go up, claiming that this included all fees/taxes (going as far as to state that other competitors, such as PODS, did not include taxes in their final quote). There was NO MENTION of a fuel surcharge that many sources claim packrat surprises customers with. We were also encouraged to "skip" the audio version of the contract by **** by pressing 1 without fully listening to the 2 minute audio recording.
  
  12/2/22: packrat charged storage fee of $333.68 + transportation fee of $2,248.67 for a total of $2,582.35 ($249.66 in excess of what was agreed upon). Upon contacting packrat billing, I was informed that this was a fuel surcharge, which was the first I heard of it. Their rationalization of it was vaguely predatory at best and theoretically leaves the client vulnerable to any charge amount without first being notified of said charge (AKA it just pops up on a statement without any warning). The highest surcharge I've seen reported was $1200.
  
  The representative said the best they could do was refund half, but we ran into more issues on 12/16 (already on our drive to our new location half way across the country) when they sent an automated text stating delivery was scheduled for 12/22. This was 3 days late of the agreed upon date of 12/19 as per the contract. We had an elderly wheelchair bound relative and a 10 month old moving into a now-unfurnished apartment with us. This was explained to a representative on the phone with no resolution and we were discouraged from contacting billing and instead told to wait. We ultimately received very late notice on the delay and fell victim to predatory billing tactics.
  
  In retrospect, I would avoid packrat due to a severe lack of transparency and communication.

  

  Business Response

  Date: 01/04/2023

  We
  sincerely apologize for the delivery delays, poor communication, and billing
  issues our customer encountered. We appreciate Mr. ******* taking the time to
  speak with a team member to discuss his family's experience and to allow us to
  process the compensation for the issues. 

  Customer Answer

  Date: 01/04/2023

  
  
  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:12/27/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having two containers sent from ******** to ******. They were picked by Pack Rat on 12/14 and I was told they’ve been shipped to the ****** facility. In fact, I called every other day and each time the representative told me that they are in transit (which as a lie). Now I find out one day prior to my expected delivery (12/27 as per contract) that the containers are still sitting in ********. No one is willing to take responsibility or help resolve this issue. I’ve let them know that if it is not delivered by this week I will lose about $2,500-$3,000 based on work, living accommodations, and cancellations. Again, no one is willing to take responsibility or assist in making sure their faults are addressed. I am now calling every day and it’s like talking to a brick wall. Of course, the representative were extremely courteous and helpful before payment had been received. Since then it’s been like pulling hair. That is why I’m unfortunately involving the BBB cause I see no other way to resolve this issue and I’m tired of being constantly lied too. I understand there was a snow storm and the holidays. But that only accounts for 2-3 days out of all the other days.

  

  Business Response

  Date: 12/29/2022

  We
  are truly sorry for the delays and the poor communication our customer received
  during his recent move. A team member has reached out to ***** to discuss the
  issues and updates regarding the delivery. We appreciate the feedback, and we
  look forward to resolving this as soon as possible. 

• Initial Complaint

  Date:12/21/2022

  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.

  My husband, **** ********, filed a property damage claim with Zippy Shell, a division of 1-800-pack-rat. Our furniture and personal belongings were packed in Zippy Shell metal cage containers (supposed to be shrink-wrapped at final destination) in ********** in 2030 and transported by 1-800-pack-rat to a long term storage facility in **********. Upon delivery of our two cage units, both were partially wrapped in plastic and out furniture, appliances, mattresses, and personal items (hand crocheted baby blankets, military uniforms, family heirlooms) were covered in black dust/soot and were visibly damaged by a rat infestation. Much of our property was destroyed due to rat urine and feces. Dead rats were inside. We rented a dumpster to dispose of a majority of our property because it was unusable. A property damage claim was filed within the 60 day time period and included over 200 photos depicting the extent of the damage. Zippy Shell stated the claim review takes 90 days. The claim took 9 months for them to review. We finally received a response yesterday, 12/19/2022, stating the damage was due to food (****** candy bars) being packed in our container. We have never purchased that type of candy bar ever and never packed it with our personal property! The picture Zippy Shell is using to demonstrate our fault in this matter shows a ****** wrapper inside a box of Christmas decorations. Why would we pack candy bars with Christmas decorations?The candy wrappers are from the facility in which our cages were stored. Because the cages weren’t completely shrink wrapped as promised, rats were able to enter and exit freely and our property was subjected to two years of dirt and dust within the building. We honored the contract with Zippy Shell and purchased additional insurance to protect our property Our denied claim is worth nearly $40,000. We want the full claim paid to compensate for damages and the costs associated with disposing of those items.
  More pictures available

  

  Business Response

  Date: 12/28/2022

  1-800-PACK-RAT Zippy Shell apologizes for the customer’s
  experience. The corporate claims department was contacted regarding this
  complaint. Their team confirmed a thorough investigation was conducted and it
  was determined there was not enough evidence to support any negligence on the
  part of our staff. According to our records, our team was not hired to assist
  with packing or loading the customer’s unit. There was sufficient evidence to
  support that the food items were packed with the customer’s belongings, which
  we strongly believe attracted the rodents. There were also no other reports of
  rodent damage or infestations from other customers who also had units stored
  with us at that time. Despite the denial of the claim, 1-800-PACK-RAT Zippy
  Shell did offer some form of compensation to the customers for their
  experience. If the customers are interested in taking advantage of the offer,
  we request they contact our corporate claims department directly at
  ************** or by emailing **********************.

• Initial Complaint

  Date:12/20/2022

  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.

  Contract and quote stated that $279 charge was $446. Received two calls asking to swap out the unit as I was charged incorrectly.

  

  Business Response

  Date: 12/27/2022

  We are truly sorry for the billing issues our
  customer encountered. A team member has made multiple attempts to reach Ms.
  ******. We hope to hear back from her soon so we can discuss the charges and
  work on a resolution.

  Customer Answer

  Date: 12/27/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have returned calls with no response. In addition to the billing issue I have been contacted several times to swap out units when i only called to inquire. The initial unit was delayed 24 hours without notice. I called the 1800 number and that was how I found out. The representative was in remorseful causing me to ask for a supervisor or manager. Upon speaking to a manager they confirmed the delay was unsure why I was not called and the best she could do was to ensue delivery between 8-12. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 12/28/2022

  We
  appreciate our customer providing us with additional information and feedback.
  A team member had the opportunity to speak with Ms. ****** and go over the
  various issues she experienced during her move. We are working to get this
  resolved as soon as possible. 

• Initial Complaint

  Date:12/14/2022

  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.

  I was quoted in September $3400 for a long distance move. I was told the first month rent was waived and I only had to pay the $500 deposit and $2900 for transport. I was charged an extra $302 for the monthly rent I was told was waived. I've contacted this business many times after September to confirm that the total amount for the move would be $3400. I've asked to listen to the calls so I could verify what was told but was never forwarded a copy of the call. I was told I would not be the refunded the $302 rental fee.

  

  Business Response

  Date: 12/19/2022

  We
  apologize for the billing errors our customer experienced and the delay in
  getting this issue resolved. A team member has reached out to Ms. ***** to
  discuss the problems that occurred and to process the appropriate refund. We
  appreciate ****** taking the time to speak with us and to provide us with
  valuable feedback as we are always working to improve our services. 

  Customer Answer

  Date: 12/19/2022

  
  
  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:12/14/2022

  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.

  In August of 2022 1800packrat was delivering pods for the house next door, at *** ********** **** *** ********** **** *****
  The driver of the truck drove onto my property and destroyed 2 large Chinese Privet bushes, the driver did not come to tell me he had done this, but luckily my husband, myself and the 2 neighbors who did hire the company, came outside and found the damage. At this point the driver said. "Its already been turned in as a claim"
  Here is where I made a mistake, I believed he had turned it in and believed the company would take care of my property. I did have a representative contact me, I sent pictures and an estimate from a reputable landscape company. Waited the 90 days they said it would take. Now they are telling me that I have no proof it was thier truck driver that damaged my 2 bushes and my claim is denied.
  I am shocked at this!!!
  He admitted he did it.
  Pictures show the damages.
  Witnesses were present.
  I'm hoping 1800packrat will step up and do the right thing for me and future situations like this.

  

  Business Response

  Date: 12/27/2022

  We
  apologize for the experience and can confirm that the claim was re-evaluated.
  We are pleased to have arrived at a mutually agreeable resolution concerning
  this matter and have closed the claim. 

  Customer Answer

  Date: 12/27/2022

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