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:08/29/2022
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.
Ordered a pod for storage on 9/7/2021 - due to Hurricane Ida flooding - needed to clear out the basement and garage. Pod has been here since then with no issues. Went online on 8/26 to schedule a pickup date - Saturday 8/27 was available. Booked it. Got a confirmation text saying i was on the schedule 8/27 from 12-3pm. 3:30 came and went - no pickup, no phone call. Started calling 1800PACKRAT (since location has no direct #). After 3 hours of calling and getting told "it's scheduled" - at 6:15pm got a text that I had been rescheduled til Sunday 8/28. Called Sunday morning to get a time and was told that they had no further info, just that i was on the schedule. Called multiple times throughout the day for updates. got nothing. All they could say was they were trying to contact the direct location - but they aren't typically open on sundays and nobody was answering the phone. Called 8:35 on 8/29. after on hold for an hour, finally spoke to someone who still said I showed for pick up (Yesterday!), got a supervisor (Brandon) who told me they were trying to contact the direct store (*********). And if nobody answered the phone there was nothing they could do. I have now wasted 2 days waiting here for a pickup and about 5 hours on the phone. Still have a pod in my driveway and no update. HORRIBLE CUSTOMER SERVICE. I've lost work time and my blood pressure is out of control. I have a trailer being delivered, which i've already had to reschedule once because of this delay. I don't know why this place is still in business. This will definitely wil be a one-and-done for me!!
Business Response
Date: 09/02/2022
We
sincerely apologize for the delays and the difficulty our customer experienced
getting her container picked up. We spoke with Ms. ******* to discuss the
various issues and work on a resolution. We appreciate the feedback she has
provided us as we work to improve the services we provide.Customer Answer
Date: 09/07/2022
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:08/26/2022
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 Hired 1800pack rat for a move from Wisconsin to Arizonia in July 2022.
Assigned and worked with my coordinator. Was told and paid the 1st pick up fee to have pod dropped off. Loaded it and they picked it up. Emailing and messaging only with my assigned coordinator. Was told the remaining Balence is due at delivery when it gets to destination. Scheduled drop with coordinator for August 16th 2022. Called on the 12th to check on status as I hired people to unload pod and wanted to make sure of delivery date. Then told sorry the remaining balance need to be paid. They claim they tried to run my debit card but was declined
1st I asked what happened as was told payment due at delivery. 2nd as I told my coordinator that I have a limit placed on my card and have to approve big withdrawals so call when ready and I will contact bank. Anyways I checked my bank records as I can see all my transactions and there were no attempts to withdrawal money on said dates. I called 1800pack rat and their story changed and said no it was another date, and they said they tried calling and left message. I told them I was traveling to Arizona on those dates and had no service most the time. I asked them what happened as I had been emailing and working with their coordinator. Sent them the texts and messages where he stated ueap guaranteed delivery Aug 16th. Nope they said sin e payment not done they couldn't get pod their til Sept 6th. I had to pay the hired movers and go out and buy furniture and household items to have something in the house. This company will not deliver, will not refund funds as they breached their contract. I have tried numerous times to resolve this issue and they refuse. Now they are gonna also charge me for extra storage fees as its sitting in their facility. Totally wrongBusiness Response
Date: 08/30/2022
****,
thank you for bringing your concerns to our attention. Our Resolution Team has
thoroughly investigated the events that caused your delay and found that
1-800-PACK-RAT made numerous attempts to prevent any delays. These attempts
received no response on your behalf. We can confirm that the customer was
properly and appropriately informed regarding all payments and their scheduled
dates and actively acknowledged them. While we apologize for the delays that
the customer experienced, 1-800-PACK-RAT cannot accept liability for them.Initial Complaint
Date:08/25/2022
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 was having some remodeling work done on my house. So I was able not to live in it so we ordered A rat pack storage pod to be delivered to the house so we could pack the pod up with our belongings and let them take it to their climate controlled facility for our stuff to be safekeeping. Due to Covid and the remodeling took longer than we anticipated ours things were in storage for 11 months. So basically we paid over $4000 for them to store our stuff when our pod was re-delivered in February 2022 when we opened up the pod it was full of mold every bit of our items were ruined you cannot get mold out of anything like mattresses couches clothing wood etc. mold is very toxic it affects everybody differently and my spouse cannot tolerate mold at all it is in her health records. So we immediately file a claim with Rat pack we had 60 days to itemize everything from the 60 days that we turned in our paperwork they had 90 days to review it which 90 days came and went we had to resubmit the pictures numerous times finally they review the pictures and their determination is the damage is caused from water which their pod did not leak. Our items were not ruined from water or items were ruined from being in a hot humid climate which meant it was probably outside and never in a climate control so we paid them over $4000 to ruin every bit of our
Belongings. I am 50 years old and I am living like a teenager because my items are re-ruined I interested this company to keep my items and safekeeping. I could’ve moved my items to a self storage unit closer to my house for less money a month than what I paid them I wish I had of. This company is a rip off. It all they want to do is offer me is $500 for ruining my lifetime of pictures of my dead mother, mattresses, clothing etc.
And this company wants to offer me $500 after they charge me well over $4000 in ruined all my items. I paid you to ruin my stuff. I would’ve done better leaving my stuff in my fl room than with your companyBusiness Response
Date: 09/01/2022
The
1-800-PACK-RAT corporate claims department was contacted regarding the
customer’s complaint. Their team confirmed there was simply not enough evidence
found during the claims investigation to support the negligence 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 container. While we apologize for
the customer’s experience, 1-800-PACK-RAT cannot accept liability for any
damages pertaining to this matter. 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 **********************.
We appreciate the feedback provided and will be sure to take it into
consideration as we work towards providing a better customer experience in the
future.Customer Answer
Date: 09/03/2022
I trusted this business to store my items safely- I paid a lot of money monthly plus all their other fees for my belonging to be absolutely ruined. How can a busy take money and provide a terrible service and get away with that? They claim their are not responsible? Well then who is?? My life belonging was stored in your pod and they were ruined. It is your responsibility. I paid you for a service and my items were not stored properly. There is no way my items should have been returned to me with mold if they were kept in climate control temperatures. So you are responsible. I am not. if your business can not provide the service they claim they have no business offering storage pods stored at your facility. I would have had better luck with my belongings left in my Florida room or I could have paid a lot less money for a self storage/climate control unit that was 3 blocks from my house. I have have used self storage climate controlled units before and nothing like this has ever happened. I am 50 yrs old a living like a 20 something year old because everything was ruined! Being 50 yrs old I found your service great that I could move items one time to the pod, you pick up the pod, you store the pod safely/correctly, you return the pod and I unload and move back in my house. Yes, I was paying more at the time I thought it was great. Now, I wish I had never ever used your company. I paid you to ruin my things which is pouring salt on an open wound. On top of that I have buy new furniture, clothes. Which at my age I should not have to do that after paying you hard earned money just to ruin my things. On top of that with inflation it is entirely to costly to buy anything. And for packrat to offer me $500.00 is an absolute joke/insult. Considering what I paid you to running my belongings plus family pictures I will never get replaced. That’s unacceptable. How would you feel if you ordered a storage pod and your items came back ruined?? But yourself in my shoes!!
Business Response
Date: 09/16/2022
This customer declined the option for our Contents Protection Plan, the denial of protection relinquishes 1-800-PACK-RAT of any liability for the damage to the customer’s items. Additionally, we have conducted a full investigation and have concluded that there is no such damage to the container that would allow for water damage to the customer’s possessions. Despite this being the case, the 1-800-PACK-RAT Claims team offered a customer satisfaction credit to the customer for her experience. The customer has since declined this offer. We have made multiple attempts to resolve this complaint, but the customer is unwilling.Customer Answer
Date: 09/16/2022
Complaint: ********
I am rejecting this response because: I am not unwilling to accept a reasonable offer of me losing all of my belongings due to mold while in your possession! $500.00 is not a reasonable customer satisfaction offer, that is a complete joke and total insult after I have paid you well over $3000.00 to ruin my belongings. You’re company is a poorly run company and complete thievery and not owning up to your mishandling.
Sincerely,
******* ******Initial Complaint
Date:08/23/2022
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.
I requested a container be removed from my property 20 days before the end of the billing cycle. I contacted 1-800-pack-rat to request a refund for the days we will not be using it and was referred to a supervisor named ****. He informed me that had I called before the month was paid (9 days ago) he may have been able to provide a partial refund but because I didn’t, he would not provide any refund. I was never advised of this policy when I signed up for service nor during any of my interactions with the company and let **** know this. He said I had to ask about a refund before I would be given this information. I told him that was an unfair policy and again asked for a pro-rated refund for the remaining days and he declined. He also said he was the highest in command and there was no one else who could help me. This is a deceptive policy and bad business practice. I would like assistance in recouping the refund for the remaining days, but I also want to advise BBB and warn potential customers of this deceptive policy and the general unwillingness of a company supervisor to offer a customer any solution other than accepting it.Business Response
Date: 08/25/2022
We
sincerely apologize for the billing issues and miscommunications our customer
experienced with us. We appreciate Ms. ******** taking the time to speak with a
member of our Resolution Team so we could learn more about the problems she
encountered and provide the appropriate compensation.Initial Complaint
Date:08/23/2022
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.
This company is horrible to hire for your moving needs. They were delayed delivering the original Container. They were delayed picking it up; having us have to wait to leave. Then, we were on the road, from Colorado to Florida. On the 16th of July, I received an email, from ******** *******. It said my card was declined. "Remember," it said, the 10 to 14 day guarantee doesn't begin till it is paid for." I did not receive the message till the following day, the 17th. I also had a message from my bank. They flagged it as a fraudulent charge. I fixed the situation with the bank; and explained that to them. The card was fine. I checked with them, part way through the trip. They were still holding our belongings in *****r. My bank shows, they did not run the card till the 26th of July.....10 days later! Now they said, because of the delay; our things would not arrive till August 13th. Then they did not come; and said , not till August 20th!
Then again, put off till the 22nd, which was today. They never came again! Even if the departure was the 26th; which should not have happened; it has been almost a month.....not 10 days to 2 weeks! We have been camping g out in our new home for 3 weeks now, with none of our things. We have no beds!!
I am a breast cancer patient; this is totally unexceptable!!!
My husband called them; they kept him on hold for an hour and a half. Agent finally came back, answered like it was a new call. She just totally forgot about us, after we told her all this. She didn't even remember who was on the phone, and asked, "so, what was the problem?"
She apologized, then disconnected him. This move was $5300 +......
Now they've charged my card, without asking, another $335???, for another months rent on the container. And where is our container??? We are so far from that 10 to 14 day promise. I want compensation. I have considered reporting our things, stolen.
Thank you, Sonia ********rBusiness Response
Date: 08/31/2022
We
appreciate our customer reaching out to let us know about the problems she
encountered. We are deeply sorry for the delays and the poor customer service
that occurred. A team member has attempted to contact Ms. ********r to discuss
the situation. We look forward to speaking with her and getting this resolved
as soon as possible.Initial Complaint
Date:08/22/2022
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.
We has used PackRat to store our items while we remodelled our garage. We initially scheduled our full container to be returned on 8/10/2022. It did not arrive and online was updated to 8/11/2022. It did not arrive. We called and got it scheduled for 8/12/2022, which was the day we had schedule our empty pickup. We rescheduled that for 8/15/2022. We got a call from an unknown number that if we didn't call back in 5 mins, it would not be delivered. We missed this 5 minute window. When we called back, no one answered. We called to reschedule it again for 8/17/2022. No one came for the pick up. We called at got it scheduled for 8/18/22, no one came. We called again for 8/19/2022 - no one came for pick up. We spoke to someone who confirmed it would be delivered 8/20/2022 between 12pm-3pm - no calls and no one came. I called 8/21/2022 - they did not know it was not picked up and could only schedule it for 8/23/22. I asked for escalation, I was routed to an extremely rude and disrespectful agent who did not answer my questions, told me I was irritating and that it is not 8/23/22 yet, so they could do nothing. The agent, *******, agreed to call the local pick up spot to "try" to schedule for 8/22/22 and would call back. I'm not optimistic this will occur given the history and how disparaging ******* was to me on the call overall. The worst I've been treated as a customer ever. Regardless of the lack of professionalism, we need the container picked up. The storage container continues to block our driveway and prevent the completion of our construction project. It appears to be continuing to accrue rental fees each day it sits unused in our driveway. Packrat needs to "finish this job" and pick up their container.Business Response
Date: 08/24/2022
We are truly sorry for the pick-up delays and
the problems this caused our customer during their remodel. We can confirm that
the unit has now been picked up and a team member has spoken with Ms. ********
to gain more insight into the matter. We appreciate the valuable feedback as we
continue to build a stronger customer experience.Customer Answer
Date: 08/24/2022
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. The business went above and beyond to resolve this matter with me, I am satisfied with the current state. I appreciate their response and the ultimate resolution.
Sincerely,
**** ********Initial Complaint
Date:08/19/2022
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 had 2 containers in local storage in **********, NC with pack rat since 6/3/21. On 2/28/22 I placed the order for them to be moved to ***********, NM. To be delivered on July 8,2022 and the empty containers to be picked up on 7/12/22. As we are driving from NC to *********** I got a call from the local delivery pack rat that my containers wouldn’t be there to be delivered on time and I’d have to call customer service to find out why. After 3 attempts to get help and waiting on hold at least 30 minutes each time. Someone finally seemed to be able to help. He said my containers had not ever been transferred from local storage and were still in NC. He said he could expedite them but I still wouldn’t get them til 7/26. 1 container was delivered on 7/26 but then the local pack rats truck broke and the second wasn’t delivered until the 27th. He said he couldn’t pick them up until 8/6. On 8/6 he called to say his truck was broken again. And would pick them up on 8/9. Which he did. We had to live in an empty house for almost 3 weeks and I had to purchase many things to live because all of our belongings were in the containers. Pack rat failed to meet their promise to deliver our things . I was told by customer service to save my receipts for things I had to get and that I would be compensated for my trouble. I was offered $500 from customer service but she said they don’t reimburse for things you have to buy. I asked to speak to someone else but she said there was no one else. Everything was done over the phone so I don’t have any documents. I went to my pack rat account but there are no details there and I believe they updated things with the revisions when the first order never transferred. They also sprung the $1,100 transportation fee on me at the last minute which I had never been told about before. I did receive a reduction in that fee because I had never been told about that before. help would be appreciated.Business Response
Date: 08/24/2022
We are very sorry to hear about the delays and
the problems this caused our customer. A team member has reached out to Ms.
***** to discuss the situation and to provide compensation for the delays. We
appreciate ******** providing us with valuable feedback and allowing us the
opportunity to work on a resolution.Customer Answer
Date: 08/25/2022
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:08/17/2022
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.
We hired Zippy Shell for a Long-Distance Move June 2nd 2022 - Completed Move July 16th 2022.
Agreed price was $4,370
My Credit Card was charged three additional fees for a grand total of $5,001.87
Disputed Amount of Unauthorized charges $631.87
I have attached all quotes, invoices, receipts and correspondence with Zippy Shell which establish a fee of $4,370 for contracted service. All contact (verbal or hardcopy) established a fee of $4,370. After reviewing my Credit Card statement, I called vendor directly to dispute unauthorized charges and was brushed off by customer service rep. I attempted to call my contact *** ******* directly but discovered that a false phone number was given - see 'final invoice' document.
Appreciate any help in holding business accountable to their own contract -- unauthorized credit card transactions and additional fees without notification -- are unprincipled at best. Otherwise, their service was perfectly fine. Pls help.Business Response
Date: 08/22/2022
We
apologize for any miscommunications or errors regarding billing that occurred
during our customer's move. A team member has had the opportunity to speak with
********* and process the appropriate refund. We appreciate the feedback as we
are constantly working to build a stronger customer experience.Customer Answer
Date: 08/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and find this resolution is satisfactory to me. They contacted me promptly and credited me back unauthorized charges in a matter of days.Your help in soliciting a response was greatly appreciated.
Appreciate it!
********* ******Initial Complaint
Date:08/17/2022
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.
Date of Transaction: 8/12/22
Total amount paid so far: $4,144.06
PackRat committed to provide us with an 8x8” container for us to fill with our belongings in NY, and for them to safely transport to LA. The container PackRat provided is damaged with a 2.5” slice in the metal of the container. We requested a replacement through customer service, and we were told that a new container would be arriving on 8/12/22. After they failed to do so, we called customer service and were informed another container would arrive between 8am-12pm 8/13/22. We received an online confirmation on our My PackRat account that a new container was scheduled to arrive. The container did not arrive and we have subsequently paid out of pocket to patch the hole in the container so we can meet our moving schedule. The container was picked up on 8/15/22. Customer service offered us a $100 credit to our account for the container not arriving over the two days, and refused to acknowledge that they delivered a defective container. We do not believe $100 is sufficient to cover the cost of: extending the Uhaul, patching up the hole, money and time taken off work that we lost due to waiting over two days for the replacement container that never arrived, and the fact that our belongings are in a defective container patched with flex tape moving cross country. We have sent photos to the company, to no response. We have used their online contact form, to no response. We have spoken with multiple people at customer service who were rude and unable to provide any significant help. None of these methods have resulted in an adequate partial refund, an acknowledgment of the issue or a non-damaged container. Our belongings are now at the mercy of PackRat, who have done nothing to remedy the issue.
Account# ************** ***** * ******* **** ** ******Business Response
Date: 08/22/2022
We
are deeply sorry for the container issues our customer experienced, and the
added stress this contributed to her move. We appreciate ******* allowing a
team member to reach out to gain more insight and to provide compensation for
these issues. We look forward to the rest of the move going smoothly.Customer Answer
Date: 08/22/2022
Complaint: ********
I am rejecting this response because:I have just been charged an additional $500 by PackRat instead of being refunded for their lack of care and professionalism.
Sincerely,
******* *******Business Response
Date: 08/25/2022
We
appreciate the additional information our customer has provided, and we
apologize for any further issues that occurred. A team member has reached out
to Ms. ******* to discuss the refund and the additional charge. It was
determined that the refund was processed and the additional charge was a result
of a banking error. We appreciate ******* taking the time to speak with us as
we worked to resolve this.Customer Answer
Date: 08/25/2022
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:08/17/2022
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.
I ordered from 1-800-Pack Rat on 5/6/22 and reserved a 16ft container to transport my household items from ******* ****, CA to **** ******, NC. On 7/11/22, I confirmed the order with **** *** at Pack Rat and set container drop off for 7/21 and pickup on 7/28. Isis at Pack Rat assured me multiple times during that call that it would arrive by 8/17 since there was 20 days for transport and delivery. She stated that it took 10-14 days for cross country delivery. The container was picked on the 28th and it sat in the ***** ****** *** ******* ** ***** location of PackRat for almost 3 weeks until around 1pm PT on 8/16.
I checked everyday since it was picked up on 7/28 using a location device I put in my container. I contacted Pack Rat multiple times from 8/2-8/10 (2 chats) and (3 calls) to ask why it hasn't moved and was assured each time that the container would arrive on 8/17. Each time I contacted them, I was assured it was scheduled to arrive on 8/17.
But when I called on 8/10 they said it would not arrive on 8/17 and a carrier to transport my container was not yet assigned. **** *****, the dispatch manager I spoke to admitted that it should have shipped much earlier and that it was an oversight. Another representative Ian, left message apologizing and saying he would personally monitor the situation on 8/11.
On 8/12 I called and spoke to ****** who confirmed the container had still not moved. It remained in ******* until 1pm on 8/16. It is currently in transit but the new revised date is 8/25.
I Paid $7989 (7889 + $100 fuel surcharge) for this in addition to what I will be charged for the monthly container rental ($317). My family and I are without household items and living with only a air mattress and some folding chairs and have been for 2 weeks. Pack Rat will be 8 days late for no other reason than an oversight even after 5 inquiries from me. I am requesting delivery of my items and a refund for the delay from my payment.Business Response
Date: 08/24/2022
We
deeply apologize for the delays due to issues on our end, and the hardship this
caused during our customer's move. We appreciate Mr. ***** speaking with us to
discuss the problems as we work to get this resolved as soon as possible.
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