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

  260 S Niagara St Lockport, NY 14094

• 

  1-800-Pack-Rat

  8 Nicholas Ct Dayton, NJ 08810

• 

  1-800-Pack-Rat

  3600 Red Bank Rd Cincinnati, OH 45227

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  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.

  Booking & Initial Agreement:On January 31, 2025, I booked a Packrats container for my move. The container was:Dropped off on February 15, 2025 Scheduled for pickup from my home on February 24, 2025 Scheduled for delivery on March 6, 2025 Packrats declined earlier delivery, stating five business days were required for transit.Repeated **************** to Deliver:March 3: Packrats informed me they could not meet the delivery date (March 6) and rescheduled me for March 10 without prior approval. They said my container would ship on March 4 and that I would receive daily compensation after March 6, but refused to confirm this in writing.March 4: My container had not moved. I called Packrats, who said it would be picked up on March 6.March 6: The container still hadnt moved. They claimed it was scheduled to load onto another shipment but assured me it would arrive on time.March 7: Packrats admitted that both forklifts at their facility were broken and couldnt guarantee delivery. They tentatively suggested March 13 but wouldnt confirm the date.Unacceptable ***************** of Service:Packrats now states they cannot provide a firm delivery date. Theyve insisted I retrieve my belongings myself, even though Ive already moved across the country. They refuse to issue a full refund, claiming services have been rendered despite not completing the delivery. No compensation for the delays has been confirmed.Significant Impact on My Family:This delay has disrupted my familys transition. With two young children, essential items like their beds and clothing are in the container. *** had to purchase replacements, creating additional unexpected expenses.I am requesting that Packrats:Deliver my container on a firm, non-negotiable date.Reimburse all additional costs incurred due to their failure to deliver.Provide a full or partial refund for their breach of contract.I seek BBBs assistance in ensuring prompt delivery or appropriate compensation.

  

  Business Response

  Date: 03/19/2025

  We apologize for the issues ******* has experienced regarding the delayed transit. We have confirmed that a member of our Team has reached out to gain more insight into the situation. Her feedback is greatly appreciated, and we are working to get this resolved as quickly as possible. 

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have reached out to me separately and my items have been delivered and a proportional refund provided. I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,I have been going back and forth with 1-800-Pack-Rat. Unfortunately, we were storing several items in one of their containers during a move. When we went to retrieve something out of our unit, the container was dropped off the forklift by a 1-800-Pack-Rat driver who was immediately suspended. We were told that he neglected to fully secure the container which is why it fell off the forklift.I have been going back and forth with 1-800-Pack-Rat about this claim. I have submitted all proper evidence. Below you will see the most recent email I have sent to them. I have heard absolutely nothing from them since rebutting their offer."I am writing to formally express my strong disagreement with the outcome of my claim regarding the severe damage to my belongings caused by 1-800-PackRats negligence. The decision to offer only $1,389 against my $5,640 claim is wholly inadequate given the extent of the damage, which is well-documented with over 70 photographs. Additionally, the denial of my appeal on the grounds of lack of evidence is both unjustified and unacceptable.The facts remain clear: my container fell due to operator error at your ********, ** facility, leading to significant property damage, including extensive mold contamination. I have provided ample documentation, and it is unacceptable for PackRat to dismiss my rightful claim without a fair and thorough review.I insist that this matter be escalated immediately for reconsideration. If this issue is not resolved in good faith, I will have no choice but to explore all available options, including filing complaints with the Better Business Bureau, state consumer protection agencies, and seeking legal recourse.Please confirm receipt of this email and provide a response detailing the next steps for a proper resolution. I expect to hear back no later than Friday, February 28th"I have over 70 pictures, which I will happily share with you. I have also uploaded the claim form.

  

  Business Response

  Date: 03/12/2025

  The claims department has provided an offer to this customer on this claim. The customer just did not agree with the amount offered. The reason a few of the items were not provided compensation was due to a lack of evidence showing the damages. Some items were also excluded because items were not properly protected. As a result,we denied the items in which we could see the damages incurred to your belongings were consistent with improper packing/loading and normal shifting in transit. Since 1-800-Pack-Rat staff did not assist with the packing and loading of your container, we have no way of verifying how well secured and properly loaded your contents were prior to transit. Despite this the 1800Packrat Zippy Shell claims department did provide a few "Good Faith ****** on several items and in fact provided the Actual Cash Vale on every item that it was applicable. The customer then appealed the claim and was provided at that point an opportunity to provide any other supporting documentation for proof of loss or value. No further documentation was provided and the initial determination on the claim stands
  
  
  The 1-800-Pack-Rat Zippy Shell corporate claims department was contacted regarding the determination made on the customers claim. The claim was re-evaluated, and it was discovered that the initial determination was correct. This is our final offer. Should the customer have any questions or concerns regarding this matter we encourage the customer to contact the claim department directly at ************** or ***********************************************************
  
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23013800
  
  I am rejecting this response because:

  It fails to present any evidence substantiating the claim that the items were improperly packed. The damages sustained to these items are clearly directly attributable to the container being dropped from a forklift during retrieval at the facility, an action performed by the fork lift operator. In an effort to avoid the necessity of legal proceedings, we are willing to accept a settlement in the amount but must account for some of the items lost.

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

  

  Business Response

  Date: 03/21/2025

  We deeply apologize for the customer's experience and have confirmed that our claims department is in receipt of the claim. An investigation is underway, and we are working to resolve this with the customer soon.  
  
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23013800
  To whom it may concern,
  Thank you for your previous correspondence and for the offer to settle our recent damage claim. I appreciate your willingness to address the issue and provide compensation.
  After carefully reviewing the extent of the damages and associated losses, I am requesting that Pack-Rat consider a revised settlement amount of $2,500. This figure more accurately reflects the actual value of the damaged items and the inconvenience caused.
  We are hopeful that this matter can be resolved promptly and amicably. If acceptable, please confirm in writing that Pack-Rat agrees to settle the claim for $2,500 as full and final resolution.
  Thank you for your time and consideration. I look forward to your response.
  Sincerely,
  ***** *****
  ************
  

  

  Business Response

  Date: 06/02/2025

  The claims department provided an offer to ***** on this claim. The customer just did not agree with the amount offered. The reason a few of the items were not provided compensation for is because the customer neglected to provide a photo of that item showing the damages. The 2nd reason some items were excluded is because, based on the photos provided by the customer themselves, the items were not properly protected. As a result, we denied the items in which we could see the damages incurred to your belongings were consistent with improper packing/loading and normal shifting in transit. Since 1-800-Pack-Rat staff did not assist with the packing and loading of your container, we have no way of verifying how well secured and properly loaded your contents were prior to transit. Despite this the 1800Packrat Zippy Shell claims department did provide a few "Good Faith ****** on several items and in fact provided the Actual Cash Vale on every item that it was applicable. The customer then appealed the claim and was provided at that point an opportunity to provide any other supporting documentation for proof of loss or value. No further documentation was provided and the initial determination on the claim stands
  
  
  The 1-800-Pack-Rat Zippy Shell corporate claims department was contacted regarding the determination made on the customers claim. The claim was re-evaluated, and it was discovered that the initial determination was correct. This is our FINAL OFFER. Should the customer have any questions or concerns regarding this matter we encourage the customer to contact the claim department directly at ************** or ***********************************************************
  
  
  

  Customer Answer

  Date: 06/02/2025

  Dear Pack-Rat Team,
  I am writing to formally accept the offer you extendedthough I must admit, it is with a level of reluctance I didnt anticipate in light of how my items were damaged.
  While the terms are, at best, marginally tolerable, and the process leading up to this point has left much to be desired, I recognize the necessity of moving forward. Let this email serve as confirmation of my acceptance, though I hope in the future, your company accepts responsibility for damages that have been done by your employees.
  Regards,
  ***** *****
  

• Initial Complaint

  Date:02/20/2025

  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.

  We booked a 16ft moving container and was told our final price would be $5600 with no additional fees. Then at the end of the call, the *** said we need to listen to a 20 second recording and press 1 if we agree. The message was about 2 minutes long, and halfway through, it stated that we would have to pay additional subsidies after the $5600 we agreed to. This was misleading information. Also, when the *** was setting up the order, he issued us a username and password for our online account with them, and the password had the word "sneaky$" as their "generic" password. Everything seemed fishy and fraudulent after that and we immediately cancelled same hour, same day. We received no confirmation of our cancelled transaction. We tried calling their 800 customer line during business hours and no one would pick up after many minutes after being told less than 2 minute wait time. We felt baited and switched and violated by this company. Feels incredibly fraudulent and we would appreciate some sort of recourse for this. If nothing else, confirm transaction has been cancelled per our written request in our email we sent.

  

  Business Response

  Date: 02/26/2025

  D, we apologize for the issues that you experienced, which caused you to cancel your move with us. Thank you for bringing this matter to our attention, so that we can use your experience to better our customer service experience going **********************. We can confirm that an email confirmation, has been sent over to Mr. ******* confirming the cancellation, and a team member has attempted to reach him. We hope to speak with him soon

• Initial Complaint

  Date:02/17/2025

  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.

  I hired zippy shell - now pack rat for a move from my home in **. I contracted with them for a container be delivered to my home 3 days prior to the move. At the last minute they told me they did not have a container available in the correct time frame so they offered to provide 2 movers at no cost to load the container for me on the same day. I had moved all of the items into one room and had measured out the container on my floor in preparation. I asked them to load it as it was in my living room. Instead they took all of the small items on the side and loaded that first then proceeded to work randomly loading the rest. I asked again for them to rethink the packing as I was not comfortable it was being packed well to protect my belongings or so that all of my items would fit. I was told they were professionals and politely to mind my business. I removed myself from the process and rushed to find a solution for the items that did not fit as I feared. I did not look closely at the final product as I was too upset. I paid for the full insurance for the move. As my plans changed my container was placed in storage until I decided what to do with them. I paid for the storage and insurance the entire time. I visited the container once shortly after the move and found that the protection around my 1800s Chinese cabinet had been removed and one of the doors was broken. I was assured it would be fixed. I finally opened up the container this summer only to find not only was the cabinet not fixed it was in pieces and nearly all of the other furniture was damaged beyond use. I was told to file a claim which I did. I was told that it was not their responsibility and that I did not provide proper protection for the movers to use. I provided multiple blankets and furniture pads that were not carefully placed. My claim was denied. When I emptied the container I had habitat restore come to take the rest but even they said many were too damaged. They ended up in the trash

  

  Business Response

  Date: 02/24/2025

  1-800-Packrat apologizes for your experience. The corporate claims department was contacted regarding your review. The claims team confirmed a thorough investigation was completed. Based on the results of the investigation, it was determined there was simply not enough evidence to support any negligence on the part of our staff. There was only evidence to evidence to substantiate what is normal shifting and improper packing. For this reason, the company cannot accept liability for the damages incurred.  
  
  
  If there are additional questions/concerns, we request the customer to contact our corporate claims department directly at ************** or by emailing ***********************************************************
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22951210
  
  I am rejecting this response because: I agree there was improper packing and representatives of your company did the packing.  If I had no control over the quality of the packing how am I solely responsible for the results? There must be some accountability for the negligence on the part of people working for your company who cause considerable damage to my belongings, especially after I paid for insurance every month for 4 years.  Claiming no fault is not acceptable.  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/28/2025

  We thank Ms. ******** for taking the time to bring this issue to our attention and we apologize for the issues she has experienced. Our claims team is aware of this issue and is currently working towards a resolution, we hope to resolve this issue with Ms. ******** soon.  
  
  
  

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22951210
  
  I am rejecting this response while I await their review and proposed solution. Until I receive action I cannot close out the complaint. I look forward to the proposed solution. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 03/07/2025

  We have reached out to the crew, and their team confirmed insufficient evidence was found to support our loading crew was at fault for the damaged property. During the investigations claim, only evidence was found to support that the customer provided minimal protective materials. The photos provided by the customer of the items themselves also are indictive of minimal proactive material. Additionally, there was no proof of mishandling or any accidents involving the customers unit reported by warehouse management. The damages were determined to be consistent with normal shifting that can take place in transit. While we apologize for the customer's experience, we cannot accept liability for the damages incurred.  If the customer has any additional questions or concerns regarding the determination, we encourage then to contact the 1-800Pack-Rat Zippy Shell corporate claims department directly by phone at ************** or by emails at *********************************

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22951210
  
  I am rejecting this response because: I know the crew that did this work is no longer associated with zippy shell. I tried reaching out to them and they were no longer available. In the photos provided you can clearly see the blankets and other soft materials that were provided that if the furniture was loaded properly would have protected it from normal movement.  The sons of the woman who owned the warehouse where the container was stored loaded the container at the last minute because they couldnt deliver the container when promised for me to load it. They had no expertise, or interest in taking care of my belongings and just threw everything in the container with no care or thought to get it over with as quickly as possible.  If they were experienced staff hired by the current company I do not believe this would have happened but this is a left over from a company you decided to no longer work with for a reason. I should not be the one to suffer for poor subcontractors. I wanted to pack it myself but that option was taken away by your company and this is the result. Please take responsibility.  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising 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.

  Pack Rat had a discount of 50% promo running for their pods. I ordered the $199.00 pod -16 foot container- at the discounted price of $99.50. They charged me $209.23 on 12/23/2024 which included Insurance, delivery & taxes, which I expected. However, on January 21st 2025, they charged my Mastercard $241.02. I called them on the 23rd & they insisted that the 50% discount was just for the 1st month. I advised that I read the agreement thoroughly & it should be for each month I had the pod. When I asked them for the agreement I'd electronically signed listing the agreed monthly charge, they provided me with packrat rental agreement of the monthly insurance. They said they were not able to provide anything else, including documents of the 50% promo. Please request of Pack-Rat to eliminate their bait-and-switch and to adhere to what was initially offered, which was 50% off their Pod each month. It is severely Unacceptable that they're taking advantage of myself and others, whilst we're trying to get our homes repaired due to the aftermath of Hurricane ****** and ******. If I'd known this was just for a month, I would chosen Red-Rover, which had the same size container at that time, for $145/month, no discount. Please investigate.

  Customer Answer

  Date: 02/03/2025

  Tell us why here...When I enter my Quote Number ******* on their website
  ************************************************ with the previous 50% offer, it shows Quote expired. It does,  however,  show on their website that customers save 50% by applying for services online. It does not indicate that it's only for one month nor does it shows (not even in fine print) that it is only for one month. Bait and switch. The only document I received after signing the agreement for 50% and fir insurance,  is the one I've already sent to you. Thank you.
  

  

  Business Response

  Date: 02/05/2025

  ****** we apologize for the issues you experienced. Thank you for speaking to a member of our Team so that we could gain more insight into the situation. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you.

• Initial Complaint

  Date:01/31/2025

  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 have a current long distance move in progress with PackRat and they are now telling me that our new home is outside their delivery area, and they will not deliver the storage containers containing our household goods. We have packed up our belongings into 4 shipping containers that are currently stored in *************. Since we did not have a new address that we were moving to when the containers were packed and stored, we used the storage facility in ****** as the destination to get our shipping quote as recommended by PackRat. Now that we are ready to schedule delivery of our containers, PackRat has informed us that their delivery area is only 2 hours from the dallas storage facility. Our new house is 2.5 hours away (148 miles). They are refusing to deliver our goods.

  

  Business Response

  Date: 02/06/2025

  We are deeply sorry for the serviceability issues that arose during our customer's move. A team member has spoken with Mr. ******** and determined a resolution.We appreciate him taking the time to speak with us and provide feedback for our team.  

  Customer Answer

  Date: 02/07/2025

   
  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:01/27/2025

  Type:Order 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.

  Movers moved me on 09/03/24 from ******************. They brought my things on 09/30/24 to my address in *****. Many things were missing and many things damaged. I paid for a pod so that this wouldn't happen! I sent them an itemized letter and pictures of damage and lost items. I asked for a much too low price of $778.00. They refuse to pay me ANYTHING. I found many other items lost and damaged after I sent them the letter but I wasn't allowed to add anything more. I've been dealing with this since October. There are so many very similar complaints on **** for this fraudulent company! They also blocked me from contacting them which is so unprofessional! Here is the information you will need: 1-800-PACK-RAT | Zippy Shell **************************************************** Zippy Shell Service: ************

  

  Business Response

  Date: 02/03/2025

  1-800-PACK-RAT/Zippy Shell sincerely apologizes for our customers experience. We appreciate Ms. ******** speaking with a member of our ***************** as we worked on a resolution.We can confirm that both parties reached an agreement.  

  Customer Answer

  Date: 02/04/2025

   
  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:01/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a $200 refund in November and December 2024. I've called Pack-rat on at least 20 occasions, sent detailed emails, and left detailed phone messages on multiple occasions. I've received no response to my emails and voice mail messages. When calling them and going through the numerous prompts, the phone often disconnects. I requested a refund because they were three days late delivering my storage unit to VA, and they broke multiple items. Because they were late, I had to make arrangements to stay somewhere else, and I could not use the free help that was scheduled to help me unload the unit on the weekend. I paid movers approximately $800 to unload during the week. The storage unit was mishandled as evident by the damaged lock when it was delivered. I put a brand new lock on it when it left my former home in **. The items damaged are listed below. Kitchen utensil holder Spoon rest Pottery bowl End table from ***** Chest of drawers End table w/ charging ports

  

  Business Response

  Date: 01/22/2025

  We are truly sorry for the delays, damages, and poor communication our customer experienced. Our team works hard to provide the highest quality service, and we apologize for missing the ***** A team member has spoken to Ms. ***** to discuss her situation and to provide the appropriate compensation. We appreciate her feedback and the opportunity to work on a resolution.  

  Customer Answer

  Date: 01/22/2025

   
  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:01/16/2025

  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 name is ****** K. *******. I rented a storage unit (Unit # D*****) in September of last year and emptied it using paid movers. After cleaning out the unit, I promptly notified the company that it was empty and could be retrieved immediately. I was contacted multiple times by a Pack-Rat driver for directions, but it seemed the driver may have had the wrong address. I waited for the driver to arrive at my location at ****************************************************************************. After a couple of hours, I informed the driver that I had to leave, and since the unit was empty, I would be removing my padlock. The driver then contacted me, stating that due to a vehicle parked across the street, he was unable to retrieve the unit. He called me again to double-check that the unit was empty, and I assured him it was. He mentioned that he had attempted to retrieve the unit but the vehicle was still parked there. He also stated that he damaged the unit while trying to retrieve it and was concerned about a small animal potentially entering through a rip in the unit.The following day, I followed up and took photographs of the damaged unit while still at ************************************************************* Despite this, Pack-Rat continued to charge me via auto-pay for the storage of an empty unit. I made numerous attempts to explain this situation while still having money deducted from my bank account every month. When I called Pack-Rat on April 18, 2024, at approximately 4:10 PM and spoke with someone named *****, he refused to stop the auto-payments.I have a log of most of the calls I made and the people I spoke with in an attempt to resolve this issue. Most of the call center operators were rude and dismissive. I visited the warehouse and spoke with an employee who pointed out Unit # D ***** on the warehouse floor, which had its door wide open and contained a few unknown items. (photos attached). I would like a refund for the invalid storage charges incurred after the removal of the unit please. Thank you

  

  Business Response

  Date: 01/24/2025

  ******, thank you for taking the time to share your experience with us.We deeply apologize for any miscommunications that you may have experienced. We have confirmed with the facility that the unit was not empty during the time period you've listed. We hope that one day you may allow us opportunity to provide a different experience. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22816213
  
  I am rejecting this response because:
  I have repeatedly tried to explain that the storage unit was completely emptied and swept clean by professional movers paid by me.  I remained at the site of the padlocked storage unit, and was contacted by a person identifying themselves as a 1800pakrat driver.  The driver stated during two separate telephone calls that they were having issues locating the address *********************************** *********. I informed the driver that I had other obligations and could wait no longer.  I removed my padlock from the storage unit and left the area.. after waiting over an hour. I received another call from the driver, regarding an unknown parked vehicle that made it difficult to retrieve the unit at this time.  The driver called me again asking if the storage unit was empty, and I told him it was definitely empty.  The driver stated he struck the unit and small animals may be able to enter the storage unit through the damage incurred. I do not know who, put what inside of the unit in the multiple days it was left unlocked.  The paid movers can attest to the fact that they even swept, and the storage unit was completely empty. I was forced to locate the storage unit, finding it wide opened and unsecured at the front of the warehouse. I also interviewed the pakrat employee on scene regarding the storage unit. I have went on to document most of my correspondences with pakrat employees, be it in person or by telephone.  This evolving situation was totally out of my control and I should not be made to pay for company errors and mistakes.   
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/30/2025

  We have reviewed ****** complaint and would like to clarify that, based on our records and supporting documentation the unit was fully occupied while in our facility. We deeply apologize for any miscommunications that ***** *** have experienced. We hope that one day ***** *** allow us opportunity to provide a different experience.

  

  Business Response

  Date: 01/30/2025

  Clarification (typo): We have reviewed Dwaynes complaint and would like to clarify that, based on our records and supporting documentation the unit was fully occupied while in our facility. We deeply apologize for any miscommunications that ****** may have experienced. We hope that one day ****** may allow us opportunity to provide a different experience.
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22816213
  
  I am rejecting this response because:  1800 packrat can not hold me responsible for their errors, mistakes and incompetency.  I totally emptied and swept the storage unit and even waited for the company driver to arrive.  The company driver damaged the storage unit and left the unlocked storage unit for multiple days.  I informed the company driver that the unit was empty and only needed to be retrieved.  I don't know who may have put items in the storage unit, after the removal of my padlock.  I did absolutely nothing wrong and should not be penalized.  1800 packrat is the Sole reason the storage unit remained at the site.  I informed the driver that I was removing my padlock and could wait no longer for his arrival.  My business with packrat was done and I was never notified regarding any items in the storage unit.  ** I would never had removed my padlock, if I had left anything in the unit.  This issue can be easily cleared up by interviewing the packrat driver.  In addition to the paid movers who completely emptied the storage unit, multiple people were also on site and can attest to the fact that the unit was empty.  Packrat has taken a great deal of money from my account.  I was as diligent as I could in trying to contact and discuss this issue with Packrat.  What I consistently got was rudeness, **** passing and promises of a returned phone call from Supervisors that never came.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/10/2025

  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 signed a contract with 1800 Pack Rat for a Long distance move from *********************** to ****************** with an 8ft Pod on Dec 19. They delivered the Pod in ** on Dec 20 and they picked it back up on Dec 21. It was orginally supposed to be picked up same day, Dec 20, but they had to delay it (1st time) to pick up the next day. They have had it in their possession since then with an original delivery date of January 3rd. On December 31, I happened to log on to my account online and saw my delivery date was now Jan 4th (second delay) but this time they did not even bother to call me to notify me. When I called them for an explanation, they said their driver simply didn't pick it up. It would not be delivered on Jan 5th. I had hired movers to help me and I had to cancel them out of pocket and reschedule for the 5. On Jan 2, I received a call at 4:42pm saying my Pod was yet again NOT picked up by their drivers and would now be delivered either Jan 7 or Jan 8. (third and fourth delay as neither of those dates happened). On Jan 3rd, I received another call from Pack Rat stating another delay due to drivers missing or not picking up the Pod (which is simply their job). On Jan 6th, I received another call stating that due to "Weather" this time, my pod would now be delayed again further to Jan 11 or Jan 14. (fifth delay) There was weather in ******** BUT no weather in ******. At this point ****** had still had my Pod since Dec 2. On Jan 8, I called to make sure I was all set as I had previously been told on the 6th that the Pod was going to be picked up either the night of the 7 or early on the 8. I called and was told it was not picked up due to no drivers or missed pick up on BOTH dates (sixth delay). I was NOT informed of this by pack rat themselves - I only know because I called them. Coby who I talked to on the phone even said "oh, I don't know why we didn't call you", Now it will maybe be delivered on Jan 14. There is no excuse for this mess. Please help.

  

  Business Response

  Date: 01/15/2025

  We are sincerely sorry for the lengthy delays and the poor communication regarding the issues on our end. We appreciate Ms. ***** speaking with a team member so we could learn more about her experience and provide compensation.  

  Customer Answer

  Date: 01/18/2025

  Complaint: 22792943
  I am rejecting this response because, while I did speak with ****** on Wednesday, January 15th, during which she stated she had received approval for an additional $400 refund (bringing the total refund to $1,000), I did not realize this was intended to serve as the final resolution to my complaint.
  I originally paid $2,354.00 solely for the transport of the pod, in addition to $316.38 for "monthly" storage. Its important to note that 1800 Pack Rat was only supposed to store my pod for 13 days (or 12, given that the company picked it up in ****** a day late from the very outset - very foreshadowing).
  The challenges I faced during this process were unreasonable and avoidable, and the companys conduct fell far below acceptable standards of service. Specifically:
  Persistent Delays: The transport was repeatedly delayed without adequate explanation or accountability.
  Unprofessional Conduct: ****** behavior was rude and dismissive, further compounding my frustration during an already stressful process.
  Lack of Communication: There was no clear communication, empathy, or transparency throughout the experience.
  Failure to Deliver as Promised: The company and its contractors failed to perform the basic service I hired them to do within the agreed-upon time frames.
  Given these significant issues, a refund amounting to just 37% of the fees I paid is both insufficient and unacceptable. At a minimum, the transport and storage fees should be reduced by half to account for the substantial inconvenience, emotional distress, and subpar service I endured.
  I expect 1800 Pack Rat to take this matter seriously and provide an appropriate resolution.
  Sincerely,
  **** *****

  

  Business Response

  Date: 01/24/2025

  ****, we apologize for the issues you experienced. Thank you for speaking to a member of our Resolution Team so that we could provide proper compensation to you as well as gain more insight into the situation. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you.

  Customer Answer

  Date: 01/27/2025

   
  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,
  
  **** *****