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
- 416 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:10/17/2022
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.
I used pack-rat pod service for my move because my house wasnt ready when i had to move. I thought it would be a week or two but turned out to be 6 months. They told me that it would be stored in a secured controlled environment. I paid extra for insurance protection. I called them to finally deliver my pod and when it arrived i noticed the lock was cut and i immediately asked the driver about it and he didnt know anything about it. I asked him to open it and i noticed that half my belongings were gone the pod had been ransacked and they took whatever was valuable. I called and spoke to the manager and they had me file a claim and i did back in March and the said i had to wait 90 days for an answer. They never reached out to me and i have been calling them and keep getting put off or put on hold when no one ever answers. I believe this happened by the people that work there. They want me to just go away but my kids childhood things are gone and they are responsible.
Business Response
Date: 10/27/2022
1-800-PACK-RAT
apologizes for the customer’s experience. Our corporate claims department was
contacted regarding the customer’s complaint. Their team advised that more
information was needed to complete the investigation due to the nature of the
claim. Despite the delay, they confirmed a claims determination was issued to
the customer in writing on 9/1/2022. Our corporate claims department is
currently in the process of reaching out to the customer further discuss the
determination. We appreciate the feedback and will be
sure to consider it as we work towards providing a better customer experience.Customer Answer
Date: 10/27/2022
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,
***** *********Initial Complaint
Date:10/17/2022
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.
pack rat has illegally parked on my property. I called them yesterday to ask for the removal of their crate. I was told they would send an email to the facility. It is still there today. I just called again. I was told that the client was emailed, but has not responded. I told the rep that the crate is the company's property, and it is not welcome on my property, and they can deal with the client, but I am dealing with them. She said that the only thing she could do is forward the info to the local facility. We went in circles for several minutes.
This business needs to take responsibility for where they are depositing their crates. The client directing them where to park their crates should have to prove that they have the legal right to the place it is being parked. Otherwise, someone could use those crates to intentionally block in a 3rd party. I don't believe this was intentional, but it is a failing on the part of the business that they parked their crate in a spot that i own without my permission. And, a further failing that they did not remove it immediately upon my notifying them yesterday. They are pushing responsibility back onto the client.
They may have a claim against that client, but my claim is against this company for failing to ensure they had the right to park there, and for failing to act when explicitly told to remove it.Business Response
Date: 10/27/2022
We
are deeply sorry for the placement issues Ms. ******** experienced with our
container. A team member has made multiple attempts to reach ***. We look
forward to hearing back soon.Customer Answer
Date: 10/27/2022
Complaint: ********
I am rejecting this response because:
The reply indicates that they have made several attempts to contact me, but have not received a reply. This is a lie. We had a few email exchanges. They did apologize for the placement, but are doing nothing to make sure it doesn’t happen in the future.There is only one email that they sent to me that I did not reply to, but only after I told them that half of my complaint had been handled and the other half was not. The half that was not handled was refused, so I saw no need to continue talking in circles about it.
After first telling me that they had a policy in place, they later admitted that they did not - after I asked to see it. They are not protecting the general public from having their property blocked by pack rat containers. They are on notice that this is an issue, and refuse to address it internally. They continually try to put the onus onto their clients.
Sincerely,
*** ********Business Response
Date: 11/01/2022
We
appreciate Ms. ******** reaching out with additional feedback. A member of our
Resolution Team has emailed her in regards to this complaint, along with a copy
of our long-distance move contract.Initial Complaint
Date:10/17/2022
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.
ZippyShell moved our belongings from ********** SC to *** ***** NV, and many items were lost or broken. I filled the insurance claim with them and had their adjusters come and assess the damage, but they refuse to answer or return any calls, emails, texts or voicemails regarding the claim. There was roughly $9000 worth of lost or damaged goods, not including the three vehicles they damaged.Business Response
Date: 10/27/2022
We
apologize for the difficulties the customer faced during the move. Zippy Shell
provided all pertinent claim forms at the time the damage was communicated - in
2021- and notified the customer that the claims process could not start until
his move balance was paid in full.
The
customer's balance was not paid in full until 5/25/22. This was 9 months
removed from his delivery date and impacted the resolution timeline. Zippy
Shell will be evaluating damages based on all factors and findings outlined in
our move agreement as it pertains to content protection. Please note the
customer's vehicles were moved through a completely separate carrier. Their findings
and determinations, based on their policies, are not tied to or reflect on
Zippy Shell in any wayCustomer Answer
Date: 10/27/2022
Complaint: ********
I am rejecting this response because:
Upon completing the move, paying off the balance, and filing out the required claim forms, the only action that has occurred has been the damage appraisal team coming to access the damage. It has been several months since the last action has taken place, and ZippyShell will not respond to calls, voicemails, texts or emails to address where we are in the claim process. I have been in contact with **** ******* *or the entire process, and now I cannot reach him or get a response. I would like to remove and replace/repair the broken items from my home, and have the missing items replaced as well.
Sincerely,
********* ******Business Response
Date: 11/01/2022
We
appreciate Mr. ****** *eaching out with additional information and feedback.
All comments have been forwarded to the Claims Department as they continue to
work through *********'s claim. A team member will reach out as soon as a
resolution has been reached.Customer Answer
Date: 11/01/2022
Complaint: ********
I am rejecting this response because:
I submitted the damaged/missing claims form, as well as pictures of the damage and missing items as soon as the move was completed, which was around July-August 2021, but was told they couldn’t process it until I had finished paying off the remaining balance, which we had set up a payment plan for. The remainder of the balance was paid off and I resubmitted the forms in May-June 2022 time frame. Then they sent the damage appraisal team to look at the damaged/missing items in person on July 5 2022. They have had 4 months since their damage appraisal team came out to document the damages and missing items first hand, as well as my list that I submitted nearly 1.5 years ago with where the items were purchased, how much they cost, and photos of the damage or missing items. Why would it take this long to repair or pay for the damaged/lost items, when they have known about them for nearly 1.5 years, and “officially” started working on them nearly half a year ago? After the damage appraisal team came out and inspected and documented it first hand and submitted their findings, it’s been around 4 months. This is an unacceptable amount of time to handle a simple insurance claim, that I have provided documentation and photos of already. And of the two individuals I was in contact with at the company, one has left the company and the other will not respond to any calls, voicemails, texts or emails. I would just like this issue to be resolved, because I may be moving again in the near future and need this claim closed out; before dealing with another possible moving claim with another company.
Sincerely,
********* ******Initial Complaint
Date:10/11/2022
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.
The first time a drop off was scheduled, they never showed up. The second time, they "skipped" us that day and brought the container the next day. Causing me to miss 3 days of work. The day they came to move the container I was given a pickup time between 7-11 PM and was told they would call 1 hour prior to arriving. The driver showed up at 5pm, no phone call or any previous warning. That caused us to have to leave behind our fridge, washer and dryer. Now, they will not schedule a pickup to remove the empty container from our driveway unless we pay an additional $122.00.Business Response
Date: 10/18/2022
We
sincerely apologize for the delays and the issues this caused our customer. A
team member has been in contact with Mr. ******* via email as we work to get
this resolved as soon as possible.Customer Answer
Date: 10/18/2022
Complaint: ********
I am rejecting this response because:They refuse to acknowledge I lost three days worth of wages plus almost $3000 dollars in items, plus another $175 in added costs for the ***** needed to transport our stuff. Their mistake cost us almost $5000. The waived fees are not acceptable.
Sincerely,
***** *******Business Response
Date: 10/21/2022
We
appreciate our customer reaching back out with additional feedback. Again, we
apologize for the poor experience and the issues this caused during the move.
We have advised that the maximum compensation has been issued. A team member
has reached out to speak with Mr. ******* again but has not been able to
connect with him.Initial Complaint
Date:10/07/2022
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.
I used 1800PACKRAT for a move from ** to **. On delivery of the 2nd container there were issues where the driver damaged my property. I submitted a claim. Here is what I submitted:
I am submitting a claim for Order Number: 2412095 on Unit Number: D65362. Here is a quick synopsis:
On 7/22/2022, the driver delivered the container. He left the truck connected to the container on the passenger side, and when he went to leave he dragged the container on my driveway.
On 7/23/2022, when the driver arrived to pick up the container I explained to him what happened. He noticed the frame was bent/damaged, and once he loaded it on the truck I noticed that the container **rved and cracked my new driveway. I also submitted pictures of the damage from the incident.
I received the following from the company:
The 1-800-Pack-Rat Zippy Shell corporate claims department is currently in the final stages of processing your claim. However, we have not been able to lo**te 2 repair estimates for comparison.
I submitted 2 repair estimates as requested. 1: $6000; 2: $9500
Here was their reply:
Upon review of the facts of this matter and the terms of the Customer Protection/D**y to Insure Addendum to Rental Agreement (“Addendum”), it has been determined that your damage was not from a covered loss, meaning that the Company cannot pay you for any damaged property.
I appealed an this was their response:
Based on the supporting documentation you submitted and the results of our investigation, there was simply not enough evidence found to prove our staff was liable for the damages sustained to your property. Despite the denial of your claim, 1-800-Pack-Rat team would like to increase your Customer Satisfaction Credit payment to $500.00.
This is completely unacceptable. I submitted the proof of damage. Only thing missing is a video.
I am simply requesting to fix their error. This is a new build house/driveway ruined by negligence.Business Response
Date: 10/14/2022
The
1-800-PACK-RAT corporate claims department was contacted regarding the
customer's complaint. Their team confirmed estimates are always requested with
submissions where a customer has claimed property damages were incurred due to
a staff member. The claims department further explained that after a thorough
investigation was completed, there was not enough evidence found to support
negligence on the driver's part. For this reason, the company cannot accept
liability for the loss, but compensation was still offered to the customer for
their experience. The customer has now been offered an increased credit for
their experience even though the claim was denied. If the customer is
interested in taking advantage of the increased offer, we request they contact
our corporate claims department directly at ************** or by emailing **********************Business Response
Date: 10/25/2022
The
1-800-Pack-Rat corporate claims department was contacted again regarding the
customer’s complaint. The claims team advised several investigations were
conducted and that the determination made on the customer’s claim will stand
due to the lack of evidence found to support negligence on our driver’s part.
If the customer is interested in taking advantage of the increased Customer
Satisfaction credit offer, we request they contact our corporate claims
department directly at ************** or by emailing **********************.Customer Answer
Date: 10/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mediocre at best. I believe that I have no other option but to accept this offer, find my own repair for the damage caused, and ultimately move on.This is not the outcome that I wanted using 1-800-PACK-RAT. They did everything correctly until the end by not taking responsibility for their actions for the damage they caused to my property.
I will not recommend this company to the the active duty military members that I work with, or anyone planning a move in the future.
Sincerely,
***** ********Initial Complaint
Date:10/06/2022
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 placed a phone order with the business to move our household goods from Las Vegas to ************* for a negotiated price of $5,000. Only one document - a Move Order - was signed by me at that time.We asked if there was any other documents to sign and the rep said there was not. Using a Debit Card, we paid $2,500. Once the goods reached *************, we would be informed and the Balance was due.
We did not receive any notification. Our Bank informed us that there were transactions from the Business which were declined due to insufficient balance. we found that the amounts were for odd amounts and sometimes in excess of $2,500. Twice the transactions went through - total amount $2,000 ($500 + $1,500).
We contacted the business asking them why they were trying to withdraw more than the due amount - to which they referred to a "Contract" - which we had NEVER SEEN NOR SIGNED.
We had signed only a MOVE ORDER FOR A TOTAL PRICE OF $5,000. we had specifically asked the rep if additional charges would be applied and he had said no other charges would be applied.
Now the business is demanding an amount far in excess $500 and holding our goods to ransom.
What the business has indulged in so far is bait and switch, extortion, attempted theft and is holding our goods to ransom.
The attached documents have:
1) An email we sent to the business.
2) A full chronological description of all that has transpired.
3) A copy of the signed Move Order.Business Response
Date: 10/13/2022
We
apologize for the billing issues and the frustration this caused our customer.
A team member has spoken with ***** to discuss the charges that occurred and to
provide a pricing adjustment. We are truly sorry for the inconveniences, and we
look forward to the rest of the move going smoothly.Initial Complaint
Date:09/30/2022
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.
Been dealing with Pack Rat since May 12, 2022 when we got our first container. Got second container on September 4, 2022. We were told delivery cost once we moved to new home would be about $50-$100 per container as long as delivery was within 250 miles round trip. This fee was for delivery charges..understandable. We inquired about a long distance move on September 23, which we were first told was not doable unless we used a third-party company costing us over $4600 or we could come unpack our containers ourself at their facility free of charge and drive our stuff off their property (still true but why did we even store them in the containers if they couldn’t be delivered, completely defeats the purpose of using a storage/delivery company). After our own research we found a Pack Rat company out of state and called Pack Rat back to ask why they couldn’t just use that facility to ship our containers to. Thankfully the lady we had, Kenya, was very helpful and clear with us when trying to see if long distance deliveries were possible without the crazy third-party costs. She was able to give us a quote which was under $2500 to transfer our containers from Kansas City, MO to Tulsa, OK. We did not go with it in the end but when we called to have our local delivery set up Pack Rat charged us $720. So not only were we charged $250 round trip for their truck to deliver one container they also charged us an additional $120 for supposedly over mileage fees but yet they said mileage was 115 one way which make it under the 250 miles round trip mentioned initially even though google maps say their facility to our new location is 53 miles one way, so where’s the overage? Then a new supervisor tried explaining costs just to switch the amount saying $500 of the $720 was for surcharges and deposit charges and overage fees due to long distance delivery which just became a bunch of none sense. I want a breakdown of every cent they took and why on top of money back for the delivery.Business Response
Date: 10/03/2022
We are deeply sorry for the billing issues and
the miscommunications Ms. ***** experienced during her move. We appreciate
******* speaking with a team member to discuss the charges and giving us the
opportunity to work on a resolution.Initial Complaint
Date:09/26/2022
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 business cancelled my scheduled delivery the day of service. As a result I incurred expenses. I spoke to their customer service and they promised partial compensation after reviewing the expenses I submitted. I have not received any compensation. Due to lack of response I am seeking reimbursement for all of my documented expenses due to their failure to provide services.Business Response
Date: 09/27/2022
We
are deeply sorry for the delays due to issues on our part and for any added
expense this caused our customer. We appreciate ****** speaking with a team
member so we could gain more insight and provide compensation for the problems
that occurred.Customer Answer
Date: 09/30/2022
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. I spoke to the social media manager and she authorized a reimbursement of expenses that satisfied my complaint. I consider this case resolved now.
Sincerely,
****** *******Initial Complaint
Date:09/23/2022
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.
Hired a company called Zippy Shell (sister company of 1800PackRat) to move our home belongings from Seattle to Springfield Illinois. The "Pod" was rented and labor was included to load and unload the pod when delivered to our new home. Zippy Shell charged us $6010 for this service. After the unloading of our possessions at our new home we were informed there would be and additional charge of $525 because of heavy items which they say were a washer and dryer and electronic piano. None of the items weigh over 200 pounds. In their contract it states "Charging of Additional Fees - $500.00 Or Less: In the event that there are additional fees added to
your original moving quote, Zippy Shell reserves the right to charge your credit card in the amount of
$500.00 or less. If there are fees in excess of $500.00, Zippy Shell will request written consent from
you to apply said additional charges." I paid in full the $525 because I have a stellar credit rating. I then informed them their own contract says they need written consent to apply said charges. They then dropped the price to below $500 so they could get around their own contract wording of additional fees. I feel they breached the contract and then tried to cover their mistake by lowering the heavy item fee to $400. I never was informed that additional fees were to be charged even when I mentioned the washer and dryer would need to be included in our move. At no time until after the unloading process did I find out about extra hidden fees that could be added at their discretion. I tried but to no avail to get them to drop these fees. Requesting refund of $400.Business Response
Date: 09/27/2022
We
sincerely apologize for the billing problems our customer encountered. We
appreciate Mr. **** taking the time to leave us a detailed review, and for
allowing a team member to reach out and work on a resolution.Customer Answer
Date: 09/30/2022
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,
******* ****The $400 credit has not appeared yet on my credit card. Zippy has sent an email to me promising a credit will be issued in 1 or 2 days. I will take this as a good faith promise that they will deliver this credit to my account. If the credit is not received I will open another BBB complaint.
Initial Complaint
Date:09/23/2022
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.
Pack Rat was weeks delayed in delivering the pods to my new address. They were weeks delayed in picking up my pods. The former has cost me several thousand dollars as I had to buy new house hold items due to the delay. The latter issue almost lost me all my personal property as the new buyers of my previous home had closed and take possession of my previous home. Furthermore Pack Rat has been unable to complete any request and given a multitude of reasons as to why they were severely delayed. Finally after weeks of calling I was able to speak with an agent from escalation department. At which point I was told the entire delay was due to their call center agent inputting the incorrect delivery date. She then said they’d use this as a teach opportunity, which I appreciate. However it’s cost me thousand of dollars extra and they refuse to compensate or refund for their delay. Lastly, they have charged me for container rental even though the container has spent the last three and half weeks in their possession.
From my experience I would consider this a poorly run company, and does any thing but making moving easier.Business Response
Date: 10/03/2022
We
apologize for the delays our customer experienced and the problems this caused
during his recent move. A team member has made multiple attempts to reach Mr.
**** to gain further insight into the issues that occurred. We look forward to
hearing back from him soon.
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