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

  5752 NC Highway 117 S Wallace, NC 28466-8278

  
• 

  1-800-PACK-RAT, LLC

  385 French Collins Rd Conway, SC 29526-8483

  
• 

  1-800-Pack-Rat LLC

  260 S Niagara St Lockport, NY 14094

• 

  1-800 Pack Rat

  425 Timber Ridge Rd Middletown, CT 06457

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:08/05/2022

  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.

  On 07/06/22 I placed an order with 1-800 Pack Rat. I needed a contained delivered. Everything went as planned and it was dropped off as stated. On 07/25/22 I called and requested the container (full) to be picked up and housed at their warehouse. They set it up for 08/05/22. An hour later I went online to my portal to verify the information and it appeared incorrect. I called the 1-800 number provided and spoke with a representative. At that time I explained that the pickup address was wrong and that since I had her on the phone I needed to change the drop off address. She took all the information and corrected it in the system. At around 11:00 AM this morning 08/05/22 I get a call from the driver stating he was 30 minutes away to pick up container. I said thank you and immediately called him back to confirm the information. He stated he was on his way to **** ****** Rd to pick up and empty container. I explained to driver that the container was still full and still at the same location where they dropped it off. He said he would pick it up and call me back once he did. I reached out to driver since I never heard back and no answer. I logged into the website and now the date states 08/06/22 and I have a balance to pay. I called customer service and asked to speak with a supervisor and got told no supervisor was available. I chatted online and was told a request was put in. I am very upset that this container was scheduled for today. I made arrangements with the new home owner to have this container off the property on 08/05. This is very upsetting.

  

  Business Response

  Date: 08/10/2022

  We
  sincerely apologize for the miscommunications, delays, and scheduling errors
  our customer experienced. We appreciate Ms. ******* taking the time to speak
  with a team member so we could discuss a resolution and provide compensation
  for the delays. 

• Initial Complaint

  Date:08/05/2022

  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.

  Order# ******* PackRat storage unit ******** was delivered two days later than when it was scheduled to be delivered as the only delivery truck in *** ******* has broken down. Since June 18th, 2022 PackRat has been pressuring us to have the unit picked up. My area was devastated by Hurricane Ida, and my home repairs are still not complete. The week of July 25th, 2022 my wife (******* ********) received a call stating that the unit must be picked up on the morning of July 29th. We arranged for helpers on two different nights that week to help us unload the storage unit. The unit was not picked up. Upon speaking with ******, she promised to call me before close of business on 7/29 and told me to disregard any additional calls from any other PackRat Associates. She did not call as promised. Instead my wife received a text message stating that the unit pickup had been rescheduled for August 4th after 5pm. As of 6:46pm Central time on August 4th, the unit remains on my driveway. Today in speaking with *****, I asked to have the call from ****** pulled to confirm she had approved and promised two months reimbursement. The two months of refunds she promised have not been processed. He would only ask why I wanted that call and the prior calls pulled. The enclosed pictures do not show all of the items that had to come out of the unit and moved into my home. There are many more. I am requesting a full refund and that this complaint be forwarded to CEO **** *****.

  

  Business Response

  Date: 08/11/2022

  We
  are truly sorry for the scheduling issues and pickup delays our customer
  encountered during an already difficult time. We can confirm that an upper
  management team member reached out to Mr. ******** to discuss his experience
  and to determine adequate compensation. 

  Customer Answer

  Date: 08/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  This case cannot close until I received the full three months of credit promised.

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

  

  Business Response

  Date: 08/16/2022

  We
  appreciate our customer reaching out with additional information, and we
  apologize for the delays. We have confirmed that the refund has been processed,
  but it may take 3-5 business days before it goes back onto the card used or
  bank account used for the order. 

• Initial Complaint

  Date:08/05/2022

  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 experienced extreme negligence and customer misconduct with 1-800 pack rat. My container was delivered to me on June, 3rd and was supposed to have been picked up on June, 4th. The container sat at my apartment complex for 22 days and almost every day I had contacted them and spent hours on the phone with customer service trying to get them to pick it up and there was false assurances many times that it would get picked up that same day I had called them or the next day in the morning. It wasn't until my apartment complex threatened to forcefully remove it and transfer the fines to me, that I requested to speak with someone in pack-rat's legal team and also accounting team to resolve this issue. I had told them that since it had been so long, I would also be required to stay in a hotel every day until it was delivered because I had no bed, no kitchenette, and no Wi-Fi or office desk to conduct my job. After relaying this information, packrat finally sent someone out to pick up the container on June 25th. Originally, pack rat was supposed to have delivered the pod to my new address on June 27th. They stated it would be delivered on July 16th after they finally picked it up, but then they pushed it back to July 19th a few days prior and failed to inform me of that. I had purchased a permit through the city to be able to legally move the container on the street, which I had to continually go back and contact them to push it back as a result. Living without all of my items with an extreme inconvenience and created much pain and suffering during that time, but the greatest was having to spend out of pocket expenses towards hotel, food eating out everyday, and purchasing some work clothing so I could conduct my job somewhat. I was informed by packrat's escalation team that once the container arrived they would contact me to resolve and refund. At this time packrat refuses to refund me for out of pocket expenses.

  

  Business Response

  Date: 08/10/2022

  We
  are deeply sorry for the lengthy and unexpected delays our customer
  experienced. It is always our goal to provide a stress-free move, and we regret
  missing the opportunity to give Mr. ********** a seamless experience. We
  appreciate **** speaking with a team member so we could discuss the delays and
  an appropriate amount of compensation for the problems he encountered. 

  Customer Answer

  Date: 08/12/2022

  I have spoken with several customer care representatives over the past month, most recently Aug, 8th, but they would not even cover my expenses for the hotel. I offered to let all the other expenses go including the food per diem, and all other inconvenient costs. All I asked was to compensate the full amount for the hotels of $2,800 it has not been done. Even the pack-rat escalation team denied this request.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** **********

  

  Business Response

  Date: 08/16/2022

  ****, we apologize for the issues you are experiencing. Per
  the call with our Resolutions Team, we provided compensation that was seen as
  adequate by Mr. **********. We received verbal confirmation that this
  compensation was enough to resolve this complaint.

• Initial Complaint

  Date:08/04/2022

  Type:Customer Service 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 hired 1800PackRat movers to drop off a moving container and ship it from our NH home to our new home in ******* WA the quoted amount was $5200 the charged amount was $6000. The scheduled drop off of the container was 7/8/2022 with a pick up date of 7/14/2022 to then be shipped cross country to be delivered to the new address approximately 7/26-7/29. We were told it takes 10-14 business days to get across the country so we scheduled a tentative delivery date of 8/1 (day 14). The day of drop off started the issues. We were told it would be in the morning. My husband called and was told in the afternoon. He called again late in the afternoon to be told they had it scheduled for Friday morning. Friday arrived with a couple of phone calls later it arrived by 4:30pm. It was picked up Monday as scheduled with no issues. At that point we were charged $6000. We checked the website on 7/24 and saw that our container was listed as arrived in the Auburn location. We called to schedule a new and sooner delivery and were told no it has to be 8/1 they can not reschedule. Monday 8/1 arrived. We call for a time and were told in the afternoon. A second call and we are told the driver tried to call us and we were not home. Which is a lie, I can provide Verizon phone records there were no incoming calls missed or received from this company. We were there and our phone never rang. Then we are told the earliest 8/10. After speaking with a supervisor we are told we will get it the next day. 8/2 Repeat. More calls to them and text alerts from them canceling delivery. We are told we promise Wednesday 8/3 in the morning. No show another call told this afternoon. Text alert canceling and will deliver 8/4. Another phone call with no results. They charged us $6000 as soon as the container left our property. All I mean ALL of our possessions are in the container. We still do not have our possessions as of late 8/3/2022 with no idea when they may deliver.

  

  Business Response

  Date: 08/05/2022

  We
  are truly sorry for the unexpected delays and any added stress this caused our
  customer. We appreciate Mr. ***** speaking with a team member to discuss the
  delays, billing discrepancies, and to determine the appropriate amount of
  compensation for the issues that occurred. 

• Initial Complaint

  Date:08/03/2022

  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 and my wife contact 1-800-PACK-RAT, LLC about getting a 16ft container so we could pack up our house as we were moving to another state at the end of June. The CSR took our information as to what address the container was to be dropped off And when it was to be picked up and delivered to the new address. No problem so far. Container was delivered on June 18 at our house in NJ. We ordered a second on to be delivered at the same NJ address on June 24. Both containers were loaded and when I called to schedule the pick up date on the June 30, the CSR told me that we had to schedule the pick up 10 DAYS before the day we wanted them picked up. We told the CSR that that was unacceptable. We were told that the 10 Day scheduling is in the “Sales Script”, which it isn’t. They also stated that it is in the contract, which it isn’t. There isn’t even any mention of it in the message that is played while you’re on hold. We asked to speak to a manager about this problem, which took over an hour to speak to this person. Once we spoke with the manager, the best they could do is schedule a pick up for both containers on July 9. Luckily the buyers for our old house were VERY understanding of the situation. July 9 and our first container is delivered without incident. The second container, the driver claims, was overweight by approximately 2000 lbs. We “lightened” this container and tried to reschedule a pick up but was told the earliest was July 22. I hot a call from a scheduler on July 21 about the pick up, explained to him about it being overweight and he told me that the “weight limit was in the contract”. These containers are supposed to hold the contents of a 3-4 bedroom home. How is the customer supposed to know how much there contents weigh? July 22 and the other container is delivered, pick up is scheduled for Aug 3 between 9-11 am. It is now 1:30 PM and container is still in my driveway. THE WORST EXPERIENCE. Never recommending 1 800 Pack Rat to anyone, EVER!

  

  Business Response

  Date: 08/04/2022

  We
  are sorry to hear about the pickup delays and issues that have occurred. We
  appreciate Mr. ******** speaking with a member of our Resolution Team so we
  could provide compensation for the delays and provide scheduling updates. We
  look forward to the rest of the move going smoothly. 

• Initial Complaint

  Date:08/03/2022

  Type:Billing 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 had previously used packrat to move myself a year ago. They price matched me for a total move price of $2000.00 flat charge. I called this year because I needed to move my sister out here. Same move from Florida to Colorado. I called and asked for the same deal as I was given last time. They said because of the fuel surcharge they couldn’t match 2k but could do the total move for $2,259.00. I was like, okay that is fair I can do that. They charged me the $259 before the container drop off as the deposit, instead of the normal $500. So I assumed great they will charge the additional $2000 when they pick it up. Instead, they charged me $2,836.65. When I called the first time they said it was because I called back and changed the direction of the placement of the pod which I did not we confirmed it. They then claimed it was additional because of the fuel surcharge but that was the additional $259 I agreed on. I took it to escalations and they are now saying the additional charges included the fuel surcharge and the monthly rental of the container. My first move, they discounted the cost of the monthly container to adhere to the price match and they are saying because they price matched themselves it doesn’t apply. It is still a price match. I asked for the same deal and already discussed fuel surcharges and are not helping to resolve the problem at all. A price match is a price match wether it be another company or yourselves. I never received a phone call, email, or text for the additional $836.65 they overcharged me for these fees that were supposed to be included in the original price agreement. That is rent! I very luckily had the money to cover it at that time or id not have been able to pay my bills. And now after two weeks of calling back and fourth all they say they can refund is half of the additional fuel charge which is only $200 maybe, I never received an itemized receipt for the charges they were charging me. I want refunded the full additional $836.65

  

  Business Response

  Date: 08/04/2022

  We
  apologize for the billing issues and miscommunications our customer
  experienced. We appreciate Ms. ****** speaking with a team member in order to
  determine the appropriate compensation. We look forward to finishing this move
  on a more positive note. 

  Customer Answer

  Date: 08/05/2022

   
  
  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:08/03/2022

  Type:Customer Service 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 had a very unprofessional and frustrating move with Zippy Shell, Inc. from ***** OK to **** ****, NY, that began in November 2021, included storage in their website, and delivery in March 2022. We were quoted an amount less than we ended up paying, no one was able to answer questions as they arose, they sent a delivery driver without a valid driver's license to delivery our stuff on a military installation, resulting in them asking us to unpack our things in a ******* parking lot into a Uhaul to delivery ourselves. When this was not an agreeable solution, the truck containing our good was impounded for the weekend and unable to be delivered until a week later. Our stuff was delivered late, damaged, and the entire experience was unprofessional, especially from upper management, which was nearly impossible to reach.At any point, having an employee truly apologize and seek to resolve issues could have saved all of us so many headaches. Instead, we received false understanding and continued hassles, as they tried to shift blame and refused to acknowledge any wrongdoing in the situation. At this point, we are seeking settlement for the items damaged during delivery ($3,365.43), if not full compensation for inconveniences and neglect during this situation ($7,254.43). If it is not resolved through the Better Business Bureau, we will be filing a lawsuit in small claims court against Zippy Shell, Inc.Please see attached for entire timeline, account, and reimbursement and claim requests sent.

  

  Business Response

  Date: 08/04/2022

  We
  are deeply sorry for the delivery issues and any damages that occurred during
  our customer's move. Our Corporate Claims Department has been made aware of the
  customer's complaint and is working with Ms. ********* as they review the
  situation. We hope to reach a resolution as soon as possible. 

• Initial Complaint

  Date:08/02/2022

  Type:Billing 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 main complaint is I hired pack rat to deliver my personal belongings the Saturday of Memorial Day May 26th and they let me sit all day till 10:00 p.m. that night waiting for it to be delivered knowing the whole time it was not on its way. I called customer service several times they told me it was on its way and the driver would call me when he was an hour away. I had also called several times to ensure that the Pack Rat being delivered Memorial Day weekend was not going to be a problem. Well I later found out that the driver had been called to deliver another pack rat in a completely different City 4 hours away. I had people waiting at the rental house to help me unload and had to go back to work a couple of days later so didn't have all week to unload. I had driven 12 hours from another state to be there on time for it to be delivered that Saturday and no one at pack right ever bothered to tell me it was not on its way. I had no bed to sleep in, no way to take a shower, no pots to cook in, nothing in an empty house for 5 days. This was a huge inconvenience and had I known the Pack Rat was not going to be delivered when they said it would I could have made other plans. I think I'm most bothered by the fact that I was lied to by more than one person when they told me it was on the way when they clearly knew it was not and all they had to do was tell me it's not going to be delivered for another 5 days and I would have not had to stand around an empty house all day waiting on something that was never going to happen. I also found out later while unloading my belongings that some of my containers and items were wet. These containers are supposed to be watertight and that's why I chose pack rat over another company specifically for that reason. I did speak to a manager at a **** ****** North Carolina location and he did refund me $400 but after spending $1,900 to get my items delivered I think I'm owed more than that and also an apology which I never received.

  

  Business Response

  Date: 08/10/2022

  We
  are truly sorry for the delays and the problems this caused our customer as
  they moved into their new location. A team member has reviewed the issues with
  upper management and has attempted to reach Ms. ************ to discuss
  compensation. We look forward to speaking with her soon. 

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair 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 been dealing with 1800packrat for 7 months now. At first they were ok but when it came time to pick up their containers, they were horrible and on their own time. I was scheduled for an exchange of containers on June 4. Pick up a full one and drop off an empty one. I was scheduled for Saturday. By 8pm, I had no one at my home and the only way to get someone on the phone was to call 1-800-pack-rat and get some customer service person who is sitting at home. They told me someone could come to my home until 10pm. Well, as wrong and inconsiderate as that is, still no one showed up. I was still not able to get ahold of anyone. They finally came on Tuesday! 3 days AFTER i was scheduled. NOW, after the move, I was scheduled for an empty container pickup on Saturday, 7/30/2022 and someone contacted me to confirm the container was ready for pickup. I responded yes and STILL no one came. Now, it's Monday, I was rescudeuled to August 9th (which I did not approve of) and I have tried numerous times to contact someone to get this container out of my posession. Even the customer service people could not get ahold of the local office responsible for picking up. This is horrible customer service and I refuse to pay for the 2 months that I was stuck with this container because THEY can not clear their schedule to pick up an empty container. They are charging me for posession and I don't need it or WANT it any more! Customer service in HORRIBLE!

  

  Business Response

  Date: 08/04/2022

  We
  appreciate our customer alerting us to these issues. We sincerely apologize for
  the unexpected delays and the added stress this caused. We can confirm that a
  member of our Resolution Team has contacted Mr. *********** to provide updates
  and the appropriate compensation. 

  Customer Answer

  Date: 08/04/2022

  
  
  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,
  
  
  
  **** J ***********

• Initial Complaint

  Date:08/01/2022

  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.

  There aren't enough characters for me to actually include all of the issues I encountered.
  
  05/27 - First box was supposed to be picked up and our second container was supposed to be dropped off for loading. I waited at the house the entire day, spent 2.5 hours waiting for customer service rep, only to be told they don’t have direct access to the regional warehouses. Once I realized it was not coming, I called to cancel our movers for the morning. With late cancellation, I had to pay full price of movers, $320.
  05/28- Waiting at our house for the container, still not given any contact to get the container. My husband and I drive 45 minutes each way to the Dallas warehouse and ask to speak with someone. Told that we will get our container immediately. We go back to our house and wait four hours, missing our going-away party our friends threw for us. My husband drives back 45 minutes to speak to someone. Container is finally delivered to our home with my husband following behind to make sure we got it.
  06/02- Pick up second container from house, told our containers would be in ********* (final destination) for us to access by July 1.
  06/03- Charged ‘monthly rent’ ($600) on our containers even though we were sold our first month of storage free. I call to ask for a billing fix, and customer service tells me that I have to wait for the boxes to be delivered to the final destination before any billing disputes are handled.
  06/12- We call to make sure that PackRat knows where our boxes are and have started the move to *********. They have not left the Dallas warehouse, but after speaking with customer service reps, we are ensured that they are leaving now and will be in ********* for us to access on July 8th and move-in on July 15.
  
  Ran out of room, but I have 7 additional bullets of problems.

  

  Business Response

  Date: 08/04/2022

  We
  are deeply sorry for the delays and rescheduling our customer experienced
  throughout her move. We appreciate Ms. **** speaking with a team member so we
  could gain further insight and determine the appropriate compensation for the
  issues that occurred.