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 has 78 locations, listed below.

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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

  1720 Boulter Industrial Parkway Webster, NY 14580

• 

  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:07/30/2022

  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 secured Zippy (Pack-RAT) for 4 moving pods to be delivered on 4 different dates to support the move out of my house. Zippy did arrive as desired for the first pod with no issue or concerns, loaded the pod and took it away. When the 2nd pod was supposed to arrive, it did not show. Whenever i called Zippy i waited a minimum of 45 minutes for someone to answer. (i've had to call them at least 10 times). The person who answered could never help me. After talking to a supervisor, i was guaranteed a new date for pod delivery. The new date arrived, and again the pod did not show. I continued to get no definitive answer from Zippy on what has happened and why no pod arrived. At this point, they have put the closing of the sale of my house at risk, as i am unable to get my stuff out of the house. In addition on day 1, they charged me storage for all 4 pods, even though i only have had one delivered and filled. I contacted them regarding this issue and they said they would correct it. I waited 2 weeks and no refund. I then contacted them again and they assured me i would receive a credit and still nothing. This company is very hard to deal with, supervisors say they will look into it and call you back and they never do call you back. I have since told them to cancel the remaining 3 pods.

  

  Business Response

  Date: 08/01/2022

  We
  are deeply sorry for the delays and the issues this caused our customer during
  the sale of their home. A team member has reviewed the account to ensure the
  proper refunds are processed. We were unable to reach Ms. ******** at this
  time, but have left a voicemail detailing the price adjustments and refunds. 

  Customer Answer

  Date: 08/01/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I am not in agreement with the terms they left on my voicemail.  They also left no direct number for me to call them back to discuss my concerns.  When I called the normal zippy phone number, no one was able to assist me.
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 08/03/2022

  We
  appreciate the additional feedback and the opportunity to speak with our
  customer regarding the issues experienced. We can confirm that a team member
  was able to reach Ms. ******** to discuss the situation and work on a
  resolution. 

• Initial Complaint

  Date:07/29/2022

  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.

  We hired Zippy Shell earlier this year for our move from NJ to NYS. We were told by a friend how good they were and I should have checked on here first. That's my mistake, I know. The amount of complaints on here (and all over the Internet from what I've seen this week) paired with the fact that the company is still in business is frightening. Customer Service is fine, the people are usually friendly but they are never on the same page. I've had to call, wait forever, then confirm things multiple times because it's all so unorganized and they aren't great at staying on top of things. We tried to reschedule our initial pod filling day because my mother in law was sick that week. They said they couldn't and still came. She died that weekend and we could have been with her more but because we had to stay and pack the pod, we couldn't. We were overcharged a few times, which I had to call about each time. There was a delay with our moving into the new house and they were at least understanding about the delay, they make a ton of money on storage.. so why would they care about delay. Fills their pockets anyway. We finally get our date and I call to schedule the delivery, all good. We are told a time slot and then the day comes. They never came. We had to call multiple times that day to find out what was happening! The first 2 times we called, they didn't know anything! How do you not know? The third call to them they said we were skipped, the guy said we could have extra time to unpack the pod when it finally comes in a few days. Don't hear back for a few days then they tell me they can only give us 2 days with it.. we paid for 3 and they messed up.. yet we only got 2 days. I called and called to speak with a manager.. nothing. I asked a few people for a refund. They said all they could do was give $50 back, which we have not received! We paid $1500!! They made our move so stressful. They shouldn't be in business! I want the money they promised us, but we should get more.

  

  Business Response

  Date: 08/03/2022

  We
  sincerely apologize for the delays and the poor communication our customer
  experienced during her move. It is always our goal to provide a stress-free
  move for our customers, and we regret that we did not succeed in this case. A
  team member has contacted ******* to discuss the situation and to determine the
  appropriate compensation for the problems she encountered. We appreciate the
  feedback as we work to create a stronger customer experience. 

  Customer Answer

  Date: 08/03/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the person who contacted me didn't really care (which is a key problem with this company) and did the bare minimum. She stated they would give me some money back, even though I was told weeks ago I would get some and still haven't. They are all talk and no follow through. I was suppose to get an email as confirmation of the refund, and I of course never got that either. This company is the worst of the worst. They just have people talk circles until upset customers give up. It's horrifying. 
  
  
  
  Sincerely,
  
  
  
  ******* *

  

  Business Response

  Date: 08/04/2022

  We
  appreciate our customer providing additional information and feedback in
  regards to her recent order. We apologize for the ongoing issues and
  frustration. A team member has processed the refund and emailed a copy of the
  transaction to the email address on file. 

  Customer Answer

  Date: 08/08/2022

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

  they continuously lie. I was not emailed a receipt and I know they have the correct email on file. I don't know why they would say they sent a receipt when they didn't even send the refund yet. As the refund is not yet pending or appearing in our bank record. Once we get the money they promised me, I will accept their response because I'm tired of dealing with this horrendous company. But they need to do what was promised first. 
  
  
  
  Sincerely,
  
  
  
  ******* *

• Initial Complaint

  Date:07/28/2022

  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.

  1-800-pack-rat not picking up there container as scheduled and has been sitting on the property already over 2 weeks. I just recieved a text saying its delayed again. I have tried several times to call but the wait time is well over an hour or more.

  

  Business Response

  Date: 07/29/2022

  We
  sincerely apologize for the delays and the unexpected rescheduling our customer
  has experienced. We appreciate Ms. ******** speaking with a member of our
  Resolution Team to discuss the situation and to determine the appropriate
  compensation for the problems that occurred. We look forward to resolving this
  as soon as possible. 

• Initial Complaint

  Date:07/28/2022

  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.

  I rented a pod, was not done at the prescribed time and was billed for the next month. I finished approximately 2 days after the new billing cycle. They first wanted to charge me a 85 pick up fee and take my month payment even though I call them on July 28,2022.
  They agreed to waive pick up fee but kept all of my monthly payment with out pro-rating it.

  

  Business Response

  Date: 07/29/2022

  We
  apologize for any billing issues our customer encountered. A team member has
  reached out to Ms. ******* to gain more insight and discuss compensation. We
  appreciate the feedback as we are always striving to create a stronger customer
  experience. 

• Initial Complaint

  Date:07/27/2022

  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.

  Hello. Last year in September we called 1800 packrat to get a pod. While on the call we were informed of the price it would be to get a pod and send our belongings to another state.
  We were not explained that if we had to store the pod (which we didn’t have to at the time and was never discussed to my recollection ). Had we been told we would have to pay a monthly and what it was we wouldn’t not have moved forward. Upon policy once the driver arrived with the pod they are supposed to provide us a contract to sign. That never happened. I never received one in my email or the mail. To this day I still do not have or seen a contract. I have tried to explain this to the representative. We never agreed to an almost 300$ a month rental. Nor did we sign for one. So after 4 months they reach out and tell us we owe almost a 1000$ are they will sell our stuff. I have asked for my contract over five times. They won’t let me see it. They are threatening to sell my family and Mine belongings.
  I think this is the order number ******* but again I don’t know because I don’t have a contract to look over.
  I have email communication from the company stating they can’t give me a contract , and they they don’t have any information from the phone call either.
  I’d like to be able to pay our principal off and get our stuff out just go pick out stuff up at this point. But paying over 1000$ for rental that doesn’t even go towards our principle balance is insane. Especially when I never agreed to do so.
  Thank you very much.

  

  Business Response

  Date: 08/01/2022

  We
  appreciate our customer bringing these issues to our attention. We apologize
  for any confusion or frustration caused by miscommunications on our part. An
  upper management team member has reached out to **** to adjust the charges and
  work on a resolution. 

• Initial Complaint

  Date:07/27/2022

  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 had 2 containers 16" foot scheduled on June 13th to be delivered on July 18th 2022 and picked up on July 21st 2022.
  They were both delivered as expected, one was picked up on 21st. The second one is still seating on my driveway.
  I called on July 22nd 2022 to have them finish their job, had my case escalated, spoke with Supervisor ******* and he told me that they had an issue with the truck and will finish the job on Saturday July 23rd.
  
  I explained him that the container is blocking my driveway and access to the garage. I just moved in and some contractors cannot access the driveway/garage to install some stuff, plus I live in a community covered by HOA. So parking my cars in the street is a violation of HOA policy that can lead to fees.
  
  From there to end of day Monday July 25ft, no one shows up or call to let me know what is going on.
  On Tuesday July 26th I called them again and spoke with Customer Service Supervisor ****** and was told that she's working on get that resolve by end of day and will give me a call back that never arrived.
  
  By missing all their scheduled pickup, my account went into a new billing cycle and there's a charge of $350 due in my account. Spoke with billing and the told me I'm on not billing list. But with all the mess that's going with the company, I cannot just take their word for it.
  
  Today July 27th, it's about a week from the date scheduled to have the container picked up.
  I know that the excuse being given to me is just pure BS. Because from the initial delivery of the 2 units(April 2022) to load my stuff in to the final pickup, I saw 4 different drivers. So the company has multiple trucks available. They just don't care about some customers. I think have prime customers that keep being prioritize over someone that scheduled the service more than a month ago.
  
  I thought after missing the pickup time on the 21st, that should be their priority on the next day.
  At this point I want them to pay for using my driveway as the storage.

  

  Business Response

  Date: 07/29/2022

  We
  appreciate our customer letting us know about the problems he encountered
  during his move with us. We apologize for the pickup delays and the added
  stress this caused. We can confirm that a team member has reached out to Mr.
  ****** to correct the billing errors and work on a resolution. 

• Initial Complaint

  Date:07/27/2022

  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 hired them to move me long distance. I was given a quote and paid all of the funds prior to getting my pod.
  I was debited an additional $814.44 for gas and they charged me an additional $50 for undisclosed and documented fees.
  
  I called and asked what the $50 fee was and they refunded it to me but the $814.44 they said was the gas charge above the $3.15 per gallon of gas. Per their disclosure it says that I would be charged .01 cents a mile per container for every .05 change in fuel. The $814.44 is excessive fees.
  
  I asked them to tell me how much they charged me per mile and for an itemized bill at least 3 times and have never been provided this.

  

  Business Response

  Date: 07/29/2022

  We
  apologize for our customer's billing issues and any miscommunications regarding
  the charges. We appreciate Ms* ****** taking the time to speak with a team
  member to discuss appropriate compensation and for providing valuable feedback. 

• Initial Complaint

  Date:07/27/2022

  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.

  We used pack rat for a recent move. When deciding on how much space we would need we were told that a 16 foot box would be enough for all of the items we listed in our inventory. Buyer beware on this, they will tell you it's enough even if you give them all the dimensions for the items being moved. Not the point of this complaint but figured it would be a good cautionary tail for these moving boxes that are NEVER big enough for a house move.
  
  We had professional movers come to pack the unit we purchased, like I said there was way too much for the box to fit everything so most of the things in the house needed to be sent to an additional, traditional storage unit close to the house. My point is this thing was packed like ******* We had mattresses wrapping the refrigerators, and blankets over everything. After Pack Rat dropped off the container to the new house something strange happened. One of the refrigerators didn't work.
  
  We purchased the insurance policy (witch didn't feel optional) so when I called to ask about the issue they said to file a claim. After a month of follow ups the determination was "I didn't pack the item correctly."
  
  We were asked to send a picture, we sent a picture of the refrigerator. Not sure how that would help this investigation.
  
  I have emailed them 3 times since this "determination" or "investigation" was finalized. This rat company is not going to pay up when it's their fault. The refrigerator is not new or anything. I would like some compensation so we can replace it. And the verdict is essentially a line in the agreement that says they aren't responsible for broken items in shipping if they are packed wrong. Like I said it was professionally packed by movers.

  

  Business Response

  Date: 08/03/2022

  The 1-800-PACK-RAT corporate claims department
  was contacted regarding the customer’s complaint. Their team confirmed our
  staff did not assist with the packing or loading the customer’s unit. There was
  also no evidence to support any incidents during transit. While 1-800-Pack-Rat
  apologizes for the customer’s experience, we cannot accept liability for the
  loss. However, we appreciate the feedback provided and will be sure to consider
  it as we work towards providing a better customer experience in the future.

• Initial Complaint

  Date:07/27/2022

  Type:Delivery 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.

  ZippyShell is legitimately the worst company I have ever dealt with. We paid for their pod service to move my family from Michigan to Texas. Every step of the way they have missed deadlines, lied about it and blames their third party affiliates.
  
  Currently, they have had my pod at their **********, Texas, facility. They have no-showed or cancelled all 3 delivery dates. They charged me an extra $400 on the promise of an expedited delivery and has since made it impossible for the 3rd party to do their job.
  
  At this point, I want my pod delivered. I will deal with the rest of the issues in Federal Court when my General Counsel returns from Ireland. My family has been in Texas since July 12th and ZippyShell has our pod and its contents in their facility and refuses to coordinate a delivery.

  

  Business Response

  Date: 08/01/2022

  We
  are deeply sorry for the extended delays our customer has encountered during
  their long-distance move. We appreciate Mr. ***** speaking with a team member
  as we work to get his container delivered immediately. We look forward to this
  being resolved as soon as possible. 

• Initial Complaint

  Date:07/27/2022

  Type:Delivery 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.

  Hi. We utilized this company for a long distance move. We booked months in advance and they cancelled our delivery the day before, requiring us to cancel our moving plans. They picked up our storage container on the 30th and they have been unable to locate it, provide an eta, or actually confirm who’s possession it is in. We’re being charged for rent for our storage pod yet we’ve spoken with five supervisors who cannot confirm or actually locate every single thing we own. Our contract states it would be delivered in 8-10 days and at this point it’s been 30 days and has not left Louisiana. We have to call every morning to talk to someone despite every supervisor saying they will call us back in the same day. We have been lied to, deceived, and actually truly are concerned that every single thing we own is missing. We have asked what our options are including resolution, compensation, or even just to go back and find a new moving service since we have nothing we own, yet we are told there is nothing we can do and that they are working on it. We spend an average of 20 minutes a day dealing with this company to try and get answers regarding all of our belongings and truly do not know what else to do.

  

  Business Response

  Date: 07/29/2022

  We apologize for the delays and the problems
  this caused for our customer. We appreciate ****** taking the time to speak
  with our Resolution Supervisor to work on a resolution. We look forward to
  finishing the move on a more positive note.