Complaints
This profile includes complaints for 1-800-PACK-RAT, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 415 total complaints in the last 3 years.
- 99 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/07/2022
Type: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 belongings sat in a container at my residence for roughly three months from May to August 2022. During this time there were no issues with leaking during the summer storms. My container was then picked up and shipped from Maryland to Texas. Upon receiving my container at my new home, there was considerable damaged to nearly all of my belongings. The container must have been damaged during the move because when I opened my container there was rusty water all over everything. It stained and I could not remove it from my things. They took over the allowed 90 days to get back to me about my claim. They then offered me only $250 for almost 10 thousand in damages. They said they could not cover the cost because it was from water or rain. However this is ridiculous because I had no issues before they transported the container. So something damaged it and caused a leak. They then said they did a water test on the container and found no issues. I find this incredibly odd considering I sent them many photos with proof of a leak. I am very displeased with the company and find their lack of urgency outrageous and their unwillingness to cover damages done by their own company absurd. If I can not get the amount of money to cover the cost of damages, fine. However, I would at least like a refund for the cost of shipping it out here. Which is not even half of the cost of damages.
Business Response
Date: 12/07/2022
1-800-PACK-RAT
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. It was also confirmed there
were no damages found that would allow water or moisture to enter through an
opening in the roof of the container. Despite the denial of the claim,
1-800-PACK-RAT did offer some form of compensation to the customer 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: 12/08/2022
Complaint: ********
I am rejecting this response because: As you can see in the files attached, I'm confused. For one, there is a hole in my container, as well as multiple dents and damages to the container itself. I also gave my money to your company in good faith because you claimed to not only be the better company for moving and storage, but that you offer a safe container for storing my belongings and a stress-free moving experience. You have it blatantly on the front page of your own website, and yet it seems to be false advertising. The issue at hand is that my belongings were not even only wet from rain or moisture, but that the container itself also caused rust. The water dripped rust all over my things. I am dissatisfied with the responses I've received. I'm not sure how a thorough test was done and you claim to not be at fault when your "company claims" do not prove true.
Sincerely,
***** ******Business Response
Date: 12/15/2022
The 1-800-PACK-RAT corporate claims department
was contacted regarding the customer’s response. Their team reiterated that the
damage claim is being re-evaluated due to additional information being
submitted by the customer. Our claims department confirmed that 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 (888) ******** or by
emailing **********************Customer Answer
Date: 12/17/2022
Complaint: ********
I am rejecting this response because: They said my claim would be re-evaluated and I would be contacted with a final decision by no later than the end of business day 12/16/22 and I did not receive that from them. Hopefully I will be hearing from them soon. Until then, my complaint remains unsolved.
Sincerely,
***** ******Business Response
Date: 12/21/2022
The
1-800-PACK-RAT corporate claims department was contacted regarding the
customer’s response. Their team reiterated that the damage claim is being
re-evaluated due to additional information being submitted by the customer. Our
claims department confirmed that 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 (888) ******** or by emailing **********************.Initial Complaint
Date:12/04/2022
Type: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 had a terrible experience with 1800PACKRAT recently and they are refusing to compensate me for anything. I would also like to get the word out so people do not use the company moving forward. It's a long story. The short version is: My container was loaded in *** ******* in 2017 and I have been paying storage ever since. I was away working on various locations since that time. I decided to settle in *** ***** recently and called to have my container moved here from CA. Without my consent or knowledge, even though we had conversations during the last 2+years, they had taken it upon themselves to move the container to Charlotte, NC. On 8/11/22 they promised to expedite the shipping to *** ***** with the container arriving on 8/26/22. I paid them an additional $1100 that day for the transport. With my movers here and a guarantee the day before from Packrat that the container was in as Vegas, we waited and they never came. I had to pay the movers. When I called Packrat they said the container had not even left Charlotte. I had rented a house based on this moving date. I had been house/dog sitting prior to that with no rent due. The container finally arrived 15 days later. I really wasn't sure it was going to ever arrive. I have attached my compensation request spreadsheet. It has been denied and now ignored by Packrat. I had to buy things to sleep on and items to live with for the 15 days for which they are refusing to reimburse me. They also repeatedly charged me for storage in Sept. and again in October. The stress they caused me is inexcusable as well. I have long chains of emails documenting everything and would be happy to provide them to you. I hope this is something you feel worthy of investigating and I would really appreciate your help.Business Response
Date: 12/09/2022
We
sincerely apologize for the lengthy delays and the added stress this caused our
customer during her move. It is always our goal to provide a seamless move, and
we are deeply sorry that this wasn't our customer's experience. A team member
has reached out via email to discuss the situation with Ms. *****. We
appreciate her taking the time to provide detailed feedback, as we are always
striving to create a stronger customer experience.Customer Answer
Date: 12/12/2022
Complaint: ********
I am rejecting this response because: 1800PACKRAT only offered me a refund of $1100 that I paid them for the final container delivery. The one the was 15 days late in arriving. (Please refer to the email correspondence below.) That is no where near what I requested on the reimbursibles/compensation file I included with my complaint filing and that amount in no way compensates me for their poor business practices, unprofessionalism and money, time and stress that it caused me.Additionally, I have paid 1800Packrat around $15,000 dollars in moving and storage fees during our 5.5 years doing business together.
Sincerely,
****** *****FROM 1800PACKRAT (****** ******) to ****** *****
Hey ******,
Thanks for getting back to me. I do totally understand, and we can discuss through email which is fine with me. Sorry that you didn’t receive my email from yesterday my apologies. I just wanted to reach out to you to discuss your experience moving with us. We sincerely apologize for the issues you had received during your move with us. We would like to come to a resolution to resolve the case for you. I had read through your review and the PDF that was sent out also. What you are requesting is not feasible since we do not cover any outside expenses, nor hotel expenses, etc. We can refund the 1100 that was charged to you when we moved your unit to NV-Las Vegas. Would you consider this a fair resolution to resolve the case? Please feel free to email me on here if you have any questions or concerns regarding this.
From: ******* <*******@aol.com>
Sent: Tuesday, December 6, 2022 2:31 PM
To: ****** ****** <********************com>
Cc: ****************aol.com
Subject: Fwd: Follow up/****** ***** compensation/1800PACKRAT
CAUTION: This email originated from an External Source. Do not click links or open attachments unless you recognize the sender and know the content is safe.
*****,
I did not receive an email from you yesterday but see you emailed just now. I did get your messages yesterday regarding the complaint I filed with the BBB. What is your proposed reimbursement for me?
Below are most of the emails between ******** ******* and I. There is another email chain if you would like me to send that to you as well.
This is a forward of the email I sent to the Charlotte News investigating team and ***** *********.
I am not sure where you are located. I am on PST. I would rather keep a written record of our correspondence rather than a phone conversation. The phone conversations I had with 1800packrat over the years did not serve me well and there was wrong information or no information given to me during those discussions.
Sincerely,
****** *****Business Response
Date: 12/17/2022
******,
we deeply apologize for the issues you’ve experienced during your move with us.
We appreciate you taking the time to speak with a member of our Resolution Team
so that we could gain further insight into your experience. Our Upper
Management team has advised that they are open to discussing this matter in
more depth over the phone and has contacted you with the appropriate contact
information. We look forward to resolving this with you soon.Initial Complaint
Date:11/30/2022
Type: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 moved from ******* to NC recently. We hired packrat container to move our belongings. The container was supposed to be stored for little over a month at a storage location in Charlotte.
When we unloaded the container on August 13th, we noticed that our king size mattress was damaged due to mold. I inspected the container and found that the top right corner of the container had a leak and rust, it seems like while the container was in storage, water sipped in and damaged the mattress which was placed against that far wall of the container. It is very obvious that water somehow entered the container from that top rusted corner of the container and soaked the mattress causing the mold.
When I filed the claim and provided all the documents including pictures, they said the claim has been denied because the damage did not occur due to rain/hail/ storm etc.
So if they provide a faulty container or do NOT store it in safe location, everything inside can get ruined and they will wash their hands off of any responsibility. I find that hard to believe and accept.
Please see the pictures below for the mattress that was damaged in transport.
This is a King size mattress that is not even a year old.
*******Business Response
Date: 12/07/2022
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 a thorough investigation was conducted, and it was determined there was
not enough evidence to support the damages incurred due to a faulty container.
For this reason, the claim was denied. Despite our findings, the company
arrived at a mutually agreeable resolution concerning this matter, and the claim
has been settled. We appreciate the feedback and will
be sure to consider it as we work towards providing a better customer
experience.”Initial Complaint
Date:11/27/2022
Type: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.
The container that held my belongings had a leak in the top that looked like it happened before and they tried to fix it. It was raining the day it was delivered and I just happened to notice water dripping. Thank goodness I did because I would have closed it and left it overnight to empty the following day. Then everything would have been damaged. I sent photos of the leak and they have done nothing for compensation. I struggled to empty the container by myself to save my belongings. I paid alot of money to have my things stored with them and they won't even acknowledge the inconvenience or offer me any kind of compensation. I managed to wipe down my things and save my tables and couch. Terrible customer service and they make you feel like you are on trial when I clearly stated what happened and sent pictures. Then they asked me for my account number because they couldn't find it! I sent them all of the info and they STILL didn't respond. Horrible company.Business Response
Date: 12/01/2022
We
are deeply sorry for the container issues that occurred and the problems this
caused our customer. We appreciate Ms. ********** speaking with a team member
so we could further discuss her experience. The feedback is greatly appreciated
as we are always working to improve our services.Customer Answer
Date: 12/01/2022
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:11/22/2022
Type: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.
When the container was delivered the truck delivering the container broker many bricks in my driveway. I put in a complaint with an estimate for the repair, as they requested. They said it would take no more then 90 days for response. After 90 days I called a few different days. In the end they said no. They will not take responsibility for the damage they caused.Business Response
Date: 12/01/2022
The
1-800-PACK-RAT corporate claims department was contacted regarding the
customer's complaint. Their team advised that due to the damage's nature and how
it occurred, there was not enough evidence to support equipment failure
concerning the truck or any negligence on our driver's part. While we apologize
for the customer's experience, we cannot accept liability for the damages to
the driveway.Customer Answer
Date: 12/01/2022
Complaint: ********
I am rejecting this response because:They are saying that they do not have enough evidence. There driver told me the damage was do by their truck.
Sincerely,
***** *******Business Response
Date: 12/06/2022
The
1-800-PACK-RAT corporate claims department was contacted regarding the
customer's response. Their team confirmed that based on the investigation
completed; there was not enough evidence found to support equipment failure
concerning the truck or any negligence on our driver's part. The company cannot
accept liability for the damages incurred to the driveway.Initial Complaint
Date:11/18/2022
Type: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 has pushed the pick- up of my container back 5 times. They assured me the would pick up on 11/17 after I called to complain. They didn’t show up and without informing me pushed my pickup date to 11/22. I was only made aware when I called to ask why they hadn’t picked up yet. I don’t trust that they will pick up when they say they will. I’m not able to take delivery of large items required for a kitchen remodel and cannot reschedule as this container remains in my driveway with no end in sight. Order number is *******Business Response
Date: 11/21/2022
We
are truly sorry for the pickup delays and the lack of communication our
customer experienced. We appreciate Ms. ******* speaking with a team member so
we could get the pickup completed and provide compensation for the delays.Initial Complaint
Date:11/17/2022
Type: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.
9/21/22 Signed up with ****** *****, was told (1) 7’x7’x16’ container would be sufficient for 2 bed home, container delivered to driveway 9/24, Zippy Shell movers to load/drive off, container shipped and stored in *********, WA.
9/22 Paid 50% deposit for 1 container.
9/24 Container scheduled to arrive - no show, no call. When WE called on status we were told movers were having truck issues, and that they couldn’t deliver until 9/25.
9/24 Charged 1st Mo. storage - no container, movers hadn’t even arrived.
9/25 Saturday, no show, no call. Called on status, we were told that they couldn’t get movers to deliver a container, that the movers would come in a moving truck, and then put our belongings in the container located in Dallas. Reluctantly agreed, since we’ve already paid half up front and our back was against the wall.
*Note: First we were scheduled with ********, then Hire a Mover, and finally ***** Moving.
9/26 Movers arrived 1.5 hours late (were guaranteed between 8-9am). They came with small ****** truck, then realized everything wouldn’t fit, had to do 2 runs, when they came back for 2nd load and took back to zippy facility, facility was closed - as of 9/27 we still don’t know where our 2nd load of belongings are - Neither did ***** Movers! Movers left sofa pillow from first load exposed on top of a shell storage unit, which was not packed properly. Movers and Zippy facility took it upon themselves to pack remaining items in a 2nd unit, without our approval. Movers pressed husband for a tip, (said not to tip through office because they take 75%) and to buy lunch because “that’s what the ****** ******* did for them”. One of the Movers **** * **** in our toilet, (did not ask) left skid marks and did not clean up (we had just cleaned because we closed on our home).
9/27 Called to speak with VP or Owner.
There’s more, just not enough room. Facility still has our belongings, is demanding we pay another $2500 on top of the $5000+ we’ve already paid.Business Response
Date: 11/21/2022
We
sincerely apologize for the container delivery issues and the problems our
customer encountered with the movers. A team member has reached out to Ms.
******* to learn more and to ensure her experience ends on a better note.Business Response
Date: 12/01/2022
1-800-PACK-RAT
Zippy Shell sincerely apologizes for our customer's poor experience. Our
Corporate Claims Department has been contacted regarding the customer's damaged
property complaint. A team member will contact Ms. ******* to advise of the
claim submission process. We appreciate the feedback and will remain in contact
with the customer as we look into this.Customer Answer
Date: 12/01/2022
Complaint: ********
I am rejecting this response because:Our entire move was a nightmare, I expressed my concerns with Zippy from the beginning and they did nothing. Now we have to deal with this? My expectations are extremely low. No one has called me about this, just an email. Zippy Shell shows no sympathy or concern about their customers, just generic responses.
Sincerely,
**** *******Initial Complaint
Date:11/11/2022
Type: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.
Over the phone, on September 12th 2022, I agreed to pay a $219 per month to store my stuff in one of their pods at their location. They dropped off the storage pod at my house that day (September 12th, 2022). The pod was at my house for 6 weeks. During which I had multiple calls and interactions with them to schedule and then reschedule the pick of the storage pod. They picked up the storage pod once it was full of my belongings on October 19th 2022. I spoke with driver and company many times.
I called them on November 1st a few times and spoke with three different people about visiting my POD at the storage facility to get a few items out of it. They confirmed a date I could visit the pod. Today (November 10th, 2022) they called and have told me that they want to create a new contract and that my $219 month price is no longer valid and that they will not allow me access to my things or allow me to end our relationship until I pay them a yet decided amount of money for a new contract.
I would like to continue to pay them the agreed $219/month or end my relationship with them and get my stuff and move it somewhere else.Business Response
Date: 11/18/2022
We
sincerely apologize for the pricing and billing issues that occurred. A team
member has attempted to reach Mr. ******* to discuss a resolution. We look
forward to hearing from him soon.Customer Answer
Date: 11/18/2022
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. They have agreed to allow me to pay for the single pick up I used ($250) and keep my monthly storage rate at ($219). I think this is fair. Thank you for the help.
Sincerely,
******* *******Initial Complaint
Date:11/07/2022
Type: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.
Their insurance protection is useless. Weatherstripping on their unit was damaged while in transit and my furniture was soaked. They denied the claim and offered me a $250 customer satisfaction payoff for the thousands in damage due to their faulty container. I have pictures showing the damage to my property and the holes in their unit.Business Response
Date: 11/15/2022
1-800-PACK-RAT
sincerely apologizes for the customer’s experience. Please note that the
customer has provided additional documentation that was not submitted with the
original claim. For this reason, the customer’s claim is being re-evaluated. We
appreciate the feedback provided, and we will remain in contact with the
customer until this matter has been resolved.Customer Answer
Date: 11/18/2022
Complaint: ********
I am rejecting this response because: It's not an offer, just a response stating they will review the claim.
Sincerely,
***** ****Business Response
Date: 11/19/2022
The corporate claims
department was contacted regarding the customer’s response. Their team
reiterated that the damage claim is being re-evaluated due to additional
information being submitted by the customer. Our claims department confirmed
that the customer was contacted and informed a final determination would be
provided in 7-10 business days from 11/14/2022. 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 **********************.Initial Complaint
Date:11/04/2022
Type: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.
Please do not use this company, this is the worst company I've ever dealt with.
This company and their partnering company Zippy Shell STOLE FROM US. We moved across the country at the end of 2021 and were told we had to use both companies to get our stuff moved. They assured us we had the only key to our lock.
Our pod was delayed by almost a month, and when it finally arrived, the lock didn't work. After my partner's dad cut the lock, we noticed our ropes looked odd. I had tied several bundles of ropes in our pod, and much of it was missing.
After going through our belongings, we found several thousand dollars worth of items missing. Items that could only have been strategically removed by someone with time, who was able to take a look around. Mementos from dead family members I will never get back.
Our pod was sitting in their supposedly locked warehouse almost that entire time, where it was supposed to be safe.
It's been 9 months of calling and them pretending they are taking care of it. And today, they told us our claim is denied and they'll give us $250. That's hush money!! We will not back down, but please don't let this happen to you.
If it's not your fault, why were we told our pod was moved and sitting outside for a week or longer? Why was a new lock put on our pod?
They hire criminals and support them by letting it happen. They don't care one bit about their customers.Business Response
Date: 11/09/2022
1-800-PACK-RAT
Zippy Shell apologizes for the customer’s experience. Our corporate claims
department was contacted regarding the customer’s complaint. They confirmed an
investigation is currently being conducted, and a team member has attempted to
reach the customer by phone with no success. Written correspondence has also
been issued, and we will remain in contact with the customer until a mutually
agreeable resolution has been reached concerning this matter.
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