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.
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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:08/13/2022
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 Scheduled a delivery of a 16’ storage container to my home from pack Rat Thru their online website. Paid with credit card, Got a confirmation date a couple days ago and scheduled help and movers this Friday evening… but no container. No call, no show of the container, no call back from anyone. I tried multiple times and can’t get thru to the customer service and they don’t offer a direct email for customers like myself. So The first attempt, at calling and waiting Thru all the prompts, I opted for the call back option because the wait time was 10+ minutes. Then, after 45-1 hour passed, I tried the same 800 number again and the wait time said it was over 55 minutes. I’m currently on hold, 20 minutes in BTW, and I went back into the website and logged in to the pack rat account I set up to check status that way and they’ve CHANGED my delivery date to tomorrow, 8/13/2022. I have proof from my email confirming the delivery on 8/12/2022 if need be, but not happy at all and very disappointed with the lack of communication and no options to actually talk to someone. Leaning towards canceling because it’s 6pm and no container, and no way at this point to really do anything but cancel.
Business Response
Date: 08/17/2022
We
are truly sorry for the delays and the lack of communication our customer has
experienced. We appreciate Mr. ******* speaking with a team member so we could
go over some of the issues that have occurred. We look forward to the rest of
his move going smoothly.Initial Complaint
Date:08/12/2022
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 have used the service of packrat and everything was ok until the pick up of container from my property. The container was supposed to be picked up from my property August 4th 2022. I have made many calls to have the container picked up and they gave me multiple dates and never showed up. I was promised a last time that they would pick up by 8 am August 12th and again nobody showed up. I have specifically asked to have it removed as I'm having my driveway redone August 12th. And now I don't know what to do as packrat hasn't showed up and is illegally storing their container on my driveway.Business Response
Date: 08/15/2022
We
sincerely apologize for the pick-up delays and the problems this caused our
customer. We appreciate ******* speaking with a team member so we could provide
compensation for the issues. We can also confirm that the pick-up has now been
completed.Initial Complaint
Date:08/11/2022
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.
Container was supposed to be dropped off 08/06/2022. It was pushed off now 4 times. They will not drop my stuff and I have NOTHING in my new home. No clothes, no beds, nothing. They’re refusing to bring the container.Business Response
Date: 08/18/2022
We appreciate our customer alerting us to these
issues. We sincerely apologize for the delays and any hardship this caused as
she moved into her new home. A team member has reached out to Ms. ****** to
assist in getting the unit delivered and to process compensation for the
delays.Initial Complaint
Date:08/11/2022
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.
We contacted zippy shell for a quote, and after telling them exact dimensions of our storage unit and capacity information, signed a contract for cross continental move for 3620. Upon pick up of items we were told that was incorrect and were charged more than 10,000. Following many challenging and fruitless phone conversations, we were offered a reduction to 9100. We were then charged random amounts exceeding the “discount”. When our items arrived at the holding location we were informed we needed to provide two weeks notice for scheduled delivery. We provided three weeks notice, expecting delivery on 7/29. After the company refused to confirm delivery, we sent a certified letter demanding refund of overages exceeding the original 3620, and confirmed delivery on 7/29. Delivery was not completed on 7/29. The company co firmed delivery would be 8/5. Delivery was not completed on 8/5. After taking both of these days off to receive delivery, adding to our losses more than $2000 of wages, delivery did not happen until 8/6, and it was only partial. The original contract included two certified movers on either end of the move. The two people who arrived with our items had been hired off of Craigslist that very day, and a uhaul truck rented. Items were loaded haphazardly into the truck, and several items were broken or damaged. The remaining items removed in similar condition on 8/7. Zippy shell has consistently denied responsibility for issues, have refused return of what we consider stolen or fraudulently obtained funds, and violated terms of the contract on multiple points. They did offer a $1917 refund after receiving our letter, which does not come close to compensating for damages, and we have yet to receive.
We have partially disputed charges through our credit card company and are unsure how to proceed. We feel beyond violated.Business Response
Date: 08/18/2022
We
are truly sorry for the delays and other issues our customer experienced on
their recent move with us. A member of our management team has reached out to
discuss the problems that occurred, but has been unable to reach the Forreys.
We have left a voicemail and sent an email regarding the billing and claims
issues. We look forward to speaking with them soon.Initial Complaint
Date:08/11/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Zippy shell company: moved across states, was told in my initial sales call that first month storage container would be free, then was charged for it. Took me a serious phone call to get a refund.
Now, I’m trying to have my containers delivered. I set up delivery of one pod for august 9th 3 weeks in advance. The morning of, I hadn’t heard from them so I called to confirm. Customer care said they’d contact the service center but yes it was scheduled. No delivery happened. My husband had taken off work, my house was torn apart and workers were waiting for items in this pod. I called that night and talked to a supervisor who said logistics had messed up and scheduled delivery of both pods for the 26th and they’d get back to me. They never did.
Next day I called again. Said it had been rescheduled for the 17th, no one notified me of the change and I need the pod now! Supervisor **** said he’d get back to me that night, never did. I’m now on day 3 of no delivery, no communication follow-up and no compensation. After almost $8000 and a very simple job expectation, I’m extremely disappointed in zippy shell. At the very least, I need delivery ASAP and compensation.Business Response
Date: 08/15/2022
We
appreciate our customer letting us know about the delays and poor communication
that occurred. We are truly sorry for the frustrating experience. We can
confirm that a team member has reached out to schedule the delivery and to
discuss compensation.Customer Answer
Date: 08/15/2022
Complaint: ********
I am rejecting this response because: a team member did reach out and I accepted the compensation promise, however the wrong pod was then delivered 2 days later. It is full of furniture that wasn’t supposed to be delivered for 2 more weeks and I have new floors being installed this week so I had to unload it in my garage.
I still do not have the original supply pod I needed, and now have no place to unload it anyway. Also, no additional calls have been returned when promised, I’ve had to call again twice and they rescheduled the second pod without telling me the date, I only found out when I called again the next day to tell them the first pod was unloaded and they could pick up. Eagerly awaiting the second pod on Saturday so I never have to deal with this company again.
I also haven’t received any of the promised refunded compensation yet.
Sincerely,
******* *****Business Response
Date: 08/18/2022
We
appreciate our customer letting us know about the delays and poor communication
that occurred. We are truly sorry for the frustrating experience. We can
confirm that a team member has reached out to schedule the delivery and to
discuss compensation.Customer Answer
Date: 08/19/2022
Complaint: ********
I am rejecting this response because:the first pod was supposed to be picked up and the second pod was supposed to be delivered today by 8pm.
I called to confirm delivery and they confirmed. At 8:06 pm there had been no call and no pickup/delivery. I called and talked to Manager ****. He put in an urgent request to delivery.
30 minutes later I received a call from delivery stating that they’re at the end of their driving hours today and ‘they’ll see if they can fit me in another day’. I replied this is the same pod that was supposed to be delivered 10 days ago and I need to be a priority tomorrow morning. Driver responded that he would pass that on to his manager, but no promises.
At this point in this egregious mess, I’m requesting at least a 50% refund on my entire service. The only part that has gone right is the original pickup in my last state. The next step will be a letter to the attorney general’s office and next will be a small claims court for the full amount if this is not settled by this weekend.
Sincerely,
******* *****Business Response
Date: 09/07/2022
We
apologize for the continued delays and frustration our customer has
experienced. We can confirm that the order has been completed and compensation
has been processed. We appreciate Ms. ***** reaching out to provide additional
information and feedback.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:08/10/2022
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 damaged my driveway on July 9, 2022. I did not have a contract with them my tenant ****** ****** had a contract with them and when they dropped the pod they cracked my driveway and my sprinkler system is damaged. I am seeking restoration for the damage that has been done to my property. ****** ****** is not the owner of this home I am, she is a tenant that pays rent. Attached you will find pictures of the damage done by their Pod. They also damaged my sprinkler which had to be cut off because water is coming out of it.Business Response
Date: 08/11/2022
The
1-800-PACK-RAT corporate claims team has been notified of the
damage to the customer’s driveway. While we apologize for any issues the
customer has experienced during her move, due to Section 4 of the terms and
conditions in our contract, we would not be able to accept liability for the
damage. In addition, we have relayed this information to the customer and
attached the section of our contract. We appreciate the opportunity given to
set proper expectations with the customer regarding our contract and the
feedback provided.Customer Answer
Date: 08/11/2022
Complaint: ********
I am rejecting this response because:
I ********* ****** never signed a contract with this company it was my tenant which has nothing to do with me So they’re section 4 or paragraph four in their contract has nothing to do with me I’ve never signed a contract with them
Sincerely,
********* ******Business Response
Date: 08/16/2022
*********, we are
unable to assist in the matter due to you not having an account with us. In a
previous discussion with the owner of the container that was on the property,
we were able to set proper expectations as well as gain insight into the same
matter you are discussing. Our resolution was with the customer directly. We
appreciate the feedback and apologize that we are unable to assist you in this
matter.Initial Complaint
Date:08/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My long-distance move has 2x16-foot containers.
We both called the day before our pods were scheduled to arrive to confirm the details. Details of how I wanted my delivery were taken at this time & confirmed that the measurements of the street and our driveway were within 1-800-Pack-Rat's requirements for delivery on 5th August.
On 8/5, the driver arrived with our first container on the phone and clearly flustered. My husband stood in the driveway & tried to talk to her, but she refused to address him before driving off. She returned 10 minutes later, continuing to refuse to talk to my husband while still on the phone. She started to back into our driveway but missed the driveway & drove through our lawn, breaking our sprinkler system and access to our water main. She adjusted her truck & ended up on our driveway. However, she was so flustered that she drove off without talking to us.
I called the customer service line to let them know what happened and to file a claim for damages, and asked if they could redeliver since they were in our driveway but our address was marked "undeliverable". Customer service was informed we also had permission to place the pod on our street, but because the pods were 'undeliverable', we had to come to the service center.
We tried to resolve the situation by:
- Trying to help the driver successfully back into the driveway, which she eventually did.
- Offering alternative drop-off locations, including the street & the neighborhood parking lot.
- Discuss these options with the customer service center and escalations teams.
Ultimately, we paid long-distance movers for loading/travel/unloading at the service center and were pointed at [email protected], which goes to a management email alias, with no recourse for the customer.
Upon receipt of our items, many of our goods were damaged due to this event, including large furniture pieces that need great force to break.Business Response
Date: 08/17/2022
1-800-PACK-RAT
apologizes for the customer’s experience. Our corporate claims department
contacted the customer and issued a claim form. Once the claim has been
submitted, the claims team will work to get the customer’s damage claim
evaluated as soon as possible. If the customer would like to speak with us
further regarding the claims process, they can contact our claims department at
###-###-#### or by emailing [email protected]. We appreciate the feedback and will be sure to
consider it as we work towards providing a better customer experience.Customer Answer
Date: 08/17/2022
Complaint: ********
I am rejecting this response because:While 1-800-Pack-Rat has given me an email to send details of the damages, the cost is in the tens-of-thousands of dollars and rising daily and the repairs have to be made now, but 1-800-Pack-Rat says it will take up to 3 months to evaluate, with no guarantee for compensation.
Sincerely,
******** *****Initial Complaint
Date:08/06/2022
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.
I purchased a move with Zippy Shell that included pick up and delivery from ****** Texas to ************ PA. My complaint is about the very poor communication with drop off as I have yet to receive my belongings. I called Zippy Shell on Monday Aug 1st and Tues Aug 2nd to confirm my delivery date for August 5th. My apartment complex notified me on Monday that the only time available for move in was 4-7pm on Friday. I relayed this message to Zippy Shell on both occasions with reassurance that my belonging would arrive in that time frame. Zippy Shell refused to give me contact information to the movers and did not allow me to directly communicate with them. As I was driving to my new home I received a call from the movers stating they were arriving at noon on Aug 5th. I told them I had talked to customer support 2 times and notified them that my loading dock and freight elevator was only available at the earliest at 4pm. They stated “ok we will turn around”. I asked “will you deliver my belongings at 4pm” and they responded “yes”. I hung up thinking this was the end. Customer support called and said it would be $400 more to move my belongings at 4pm as this was past normal hours. They called at 1:25pm and 1:45pm and stated the moving company could still my belongings before 2pm if I agreed. I said, yes, if that meant I did not have to pay an additional $400. shortly after I receive a call saying I will not receive my belongings until Saturday from 10am-12pm. I stated that would not be possible as there is no loading dock availability at this time. I was told sorry and that nothing else could be done. I called my credit card company to file a dispute. I spoke with a manager who stated she did not know the next steps. I talked to a senior manager who informed me they had done nothing wrong and understood this was frustrating. He offered to reimburse me $50 for an air mattress. I slept on the floor overnight and still have no idea when my belongings will arrive.Business Response
Date: 08/10/2022
We
apologize for the difficulty scheduling the delivery and the poor service our
customer received. We appreciate ****** speaking with a team member to discuss
all the issues he encountered and to determine the appropriate amount of
compensation. We have also sent the necessary forms and information in regards
to the damaged items we discussed.Customer Answer
Date: 08/11/2022
Complaint: ********
I am rejecting this response because: I have yet to receive compensation for my damaged good and the compensation for delayed delivery. Until this occurs, I will keep this complaint open.
Sincerely,
****** *****Business Response
Date: 08/17/2022
We
appreciate Mr. ***** reaching out to provide more information about the issues
he experienced. A team member has discussed the situation with ****** and we
can confirm that we have sent a claims form in regards to the the damages that
occurred. The claims department will reach out once the form has been completed
and sent back in.Customer Answer
Date: 08/18/2022
Complaint: ********
I am rejecting this response because:I have filled out the claims form and a response has been given that it is under review. I will await a response for acceptance or rejection of claims form prior to resolving this complaint. Additionally, I was told I would be refunded $230 for storage fees due to the late delivery, but this has yet to be received.
Sincerely,
****** *****Business Response
Date: 08/23/2022
1-800-PACK-RAT apologizes for the customer’s
experience. The corporate claims department has received the customer’s damage
claim submission, which is currently being evaluated. A determination will be
provided as soon as possible. In addition, the billing department has issued a
refund for the agreed-upon amount.Customer Answer
Date: 08/23/2022
Complaint: ********
I am rejecting this response because:While I received the agreed upon refund, my damaged claims has not yet been processed. Once that is processed and I receive appropriate compensation for my damaged belongings, I will resolve my complaint.
Sincerely,
****** *****Initial Complaint
Date:08/06/2022
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.
On 7/7/2022, I booked a zippy shell with the promise of it arriving to my driveway for loading and unloading for our cross country move. They were unable to drop it off which resulted in me having to rent a uhaul for $161.31 and gas for $50 to transport the items to their facility and load the items myself at the facility. I was not offered reimbursement for these costs. I was told then that it'd be okay once it gets out to Florida that when it arrives they'd call me. I did not receive a call on expected arrival day. On 8/5/2022, I called them asking where it was at and that's when I was told it arrived. I asked for drop off immediately as it's already running late. They tell me it will be an additional week possibly 2 weeks for drop off. This is resulting in us acquiring another uhaul for $89.50 and gas for $30 just to get our items. I then showed up after spending this and now they are refusing to give us our items. I am beyond livid. I need my stuff ASAP! I am seeking full reimbursement for truck rental, gas, and initial transaction due to services not being rendered as initially promised resulting in additional money and time spent. Along with my stuff being delivered ASAP to my address.Business Response
Date: 08/15/2022
We
are truly sorry to hear about the delays and the unexpected issues that arose
during our customer's move. It is always our intention to provide a smooth and
stress-free move, and we deeply regret that we did not succeed in this case. We
can confirm that management has reached out to get a crew assigned to the
drop-off and they have left a message in regards to the requested billing
adjustments.Initial Complaint
Date:08/06/2022
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 ordered a storage unit from this company. When we received it back with our stuff in it after almost 2 months, all the items in there were wet and moldy. We called customer service immediately and they didn't provide any assistance and told us that we needed to document the issues. I wanted someone to come look at the unit and damages so they couldn't say later that it wasn't from the unit. We took photographs of the extensive damage as well as documented everything in an excel spread sheet (see attached). We also had paid an additional $49.99/month for coverage up to $10,000 for any damages to items we were storing. (see attached receipt). After providing all of this documentation to the company (over 150 pictures), they have denied our claim and say that they are not liable to reimburse us for our loss. They did this right at business close today so we were unable to speak to anyone. I also received a call today from their billing department trying to get us to pay a ballance for the unit that they thought we still had at our house but had been picked up on July 18th. I don't understand how they don't know where their units are located especially one that they should have been inspecting for damage 3 weeks ago. There appears to be no recourse. We have spent a lot of money to safely store our belongings. We relied on the company to do that and are at a large loss because they did not keep up their end of the deal. I would like help getting a resolution on this. I don't believe they should be allowed to charge for insurance if they will not reimburse from it. They also need to not advertise their units as weather proof and free of moisture and mold.Business Response
Date: 08/15/2022
The
1-800-PACK-RAT corporate claims department was contacted regarding the
customer’s complaint. Their team advised the claim was initially denied due to
feedback provided by facility staff and the lack of evidence submitted to
support leakage of the unit. The damage claim is currently being re-evaluated.
We apologize for the customer’s experience and will remain in contact with the
customer until the matter has been resolved.
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