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
- 413 total complaints in the last 3 years.
- 96 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:07/26/2022
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.
We arranged for a storage container from 1-800-Pack-Rat to be delivered to our driveway. We would be storing furniture during a home remodel. Received container on 6/18. When we were finished, I contacted company on 7/5 to arrange for now empty container to be picked up. I was given a pick up date of 7/23 (soonest available they said) and received email confirmation of this "appointment". It was not picked up on 7/23. When I called them that day, they said we were scheduled for 7/24 (no email or text of this at all) between 4:15 and 8:15. This time came and went. When I called them on 7/25, they said we were scheduled for 7/26 (again, not email or text of this prior to be calling). I called this morning 7/26. I was told that "loaded containers are a priority; not pick up of empty ones". So since 7/5 we have had a gigantic empty pod in our driveway. We are receiving complaints from our neighbors and are getting notices from our homeowners association. This container needs to be picked up asap. Communication with the company is one sided (me calling). I have not received a text, phone call or email from them since 7/5 confirmation of 7/23 appointment.
Business Response
Date: 08/03/2022
We
sincerely apologize for the pickup delays and the issues this caused with her
HOA. We appreciate Ms. ******* ****** the time to speak with a member of our
Resolution Team to schedule pickup dates and to discuss the appropriate
compensation for the delays.Customer Answer
Date: 08/05/2022
Complaint: ********
I am rejecting this response because: pack rat has still not acknowledged their mistakes and taken responsibility for their errors. And, we were not compensated. We were only refunded what was erroneously charged to our credit card. We were being billed for another month of storage, “next day” pick up, etc. These charges were incorrect and were not authorized. We had been assured by more than one customer service rep that no additional charges were due. There was no communication about delays in service. We had already waited nearly three weeks for the pick up. The company was not up front or proactive in notifying us that they were unable to provide services as scheduled and rescheduled and rescheduled. There was not miscommunication. There was NO communication.
Sincerely,
***** *******Business Response
Date: 08/08/2022
*****,
we sincerely apologize for the lack of communication that you experienced.
Although facility delays are unexpected, we do apologize that you experienced
them. We appreciate you taking the time to share your experience with us so
that we can learn from our mistakes and continue to build a stronger customer
service experience for all customers. Thank you for allowing us the opportunity
to discuss this matter further and to make the proper billing adjustments.Initial Complaint
Date:07/23/2022
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.
On May 18, I contracted Zippy Shell aka Pack Rat to do a move from ********** ** ****** ** **** ** *****, 16 foot container.
Drop off date for c16 ft container was scheduled for 7/22/2022. On 7/22/2022, I called 3 times inquiring about the ETA. I kept getting the same response, sorry, we are trying to contact the facilities in charge of your delivery but they are not picking up. We cannot give you any update at this moment. I have yet to hear from them and the business day is over.
I am concern as my move out date is approaching and the company is unresponsive. I wish for a manager to look over my case and ensure prompt delivery of the container. In addition, I would like a price adjustment as they did not honor their drop off date in which I had to take off work to accommodate.
Below is a copy and paste of the information on the agreement contract:
CUSTOMER INFORMATION
Name: *** ** Phone Number: ###-###-####
Email Address: ********************** Number of Containers: 1
Container Size: 15 Foot Container (7x7x16)
PRICING DETAILS
First Payment: 920.00
Second Payment: 920.00
Content Protection Plan: Damage Waiver Plus $49.95
TOTAL PRICE: 1,840.00
Credit Card Ending In: 0050
Monthly Storage (per container): 219
Rental Start Date: July 22, 2022
ORIGIN INFORMATION
Delivery Address:*** ****** *** ***** ****** **** *********** ******* Container Drop Off Date: July 22, 2022
Container Pick Up Date: July 25, 2022
Container Loading Period: 3 Days (Self-Load)
Type of Residence: House
Loading Help Requested? Self Loading
Storing at Origin? No Storage/Ship ASAP
DESTINATION INFORMATION
Delivery Address: *** * *** ** ***** ****** **** ***** ******* Total Distance: 719 Miles
Estimated Transit Time: 8 - 10 business days
Container Loading Period: 3 Day (2 Overnight)
Type of Residence: House
Loading Help Requested? Self Unloading
Storing at Destination? No Storage/Deliver ASAPBusiness Response
Date: 07/28/2022
We
apologize for the delays and the problems this created for our customer's move.
A team member has reached out to *** ** to discuss the situation and to provide
the requested compensation. We appreciate the feedback we were provided as we
are always working to create a stronger customer experience.Customer Answer
Date: 07/28/2022
Complaint: ********
I am rejecting this response because:Zippy Shell did not explain clearly what happened. The resolution was for me to cancel, and they refund my money. But this does not account for the time I lost, and being so closed to my move date, making it increasingly more expensive to find another mover.
Please note, I called and enter into an agreement with zippy shell on May 18, 2022 for a July 22, 2022 container drop off date. This more than 60 days notice. Then come the date, no one showed up. Repeated calls was just answered by customer service stating, sorry we can't get a hold of our warehouse there, and cannot provide an update.
I felt I was at least owed a curtesy call for the delay. Maybe a manger could contact the warehouse manager or have some form of communication. yet all I got was the run around and a very unacceptable response of, "sorry, I cannot get a hold our warehouse".
In conclusion, I am dissatisfied with zippy shell and their provided reply. I do not request any thing else from this company but to leave a record of this as a negative complaint and review to BBB.
Sincerely,
*** **Initial Complaint
Date:07/23/2022
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 boasts “1-800-PACK-RAT offers a level of customer service & quality that ****** ******* & others just can’t match”, “Pledge to complete customer satisfaction.” This service failed at all points. Hour-long wait times & rude. I was charged for this failure of service on 6/27/2022, $5321, plus rent- They still have my stuff
The online portal did not update when we requested the transport. We called to confirm our transport request. We got verbal confirmation from a customer service representative (CSR) that it was in transit from ****** *****, Ca to *********, PA. We called to set the delivery date. Our container was still sitting in ****** *****. Our container was NEVER IN TRANSPORT. We were blamed for not setting up a delivery date to the apt. Transporting the container from ****** *****, CA to *********, PA location, is an entirely separate process from transporting the container from the *********, PA facility to our apartment in **** *******, PA. According to CSR, 7/23 was the earliest it could be delivered to our apartment.
The “solution” was to “expedite” the container & delivery. This took the same amount of time. We called to confirm that our container was indeed in *********, the CSR then assisted in us having access to our container from 9 am to 12 pm on Saturday, 7/16 to pick up some of our things. She stated that she contacted the ********* facility & confirmed that someone would be there. According to the CSR, the ********* facility does not have a direct line. We drove almost 40 miles to *********. There was no one at the ********* facility. We saw a driver as we were getting ready to leave. He allowed us to locate our container. Our container was stacked atop another container. We have pictures to prove that our container was unreachable. Today we received a text message that our container would be delivered on Monday, 7/25 after was scheduled for Saturday 7/23. Again, this delivery date was an “expedited” date as a courtesy.Business Response
Date: 08/01/2022
We
sincerely apologize for the delays due to issues on our end. We can confirm
that a team member has reached out to discuss the scheduling issues and to
determine the appropriate compensation. We appreciate the feedback as we work
to create a stronger customer experience.Initial Complaint
Date:07/22/2022
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.
ZERO STARS!!!! Awful customer service. I booked a long distance move with this company in June to transport my belongings from AZ to FL. Our container was dropped off and picked up in AZ initially and was delivered to us in FL. The container was to be picked up in FL from our home on 7/11/22 and for some reason, it is still sitting in my yard as of 7/22/22.
I have contacted this company 6 times in the last week and a half via phone and spoken to various reps who all tell me the same thing-- they will send an email to the warehouse and someone will call me. NO ONE has called me. We are living on undeveloped land and the container is sinking into the sanded lot, I have also expressed to them that we have contractors scheduled to come grade and clear our lot on 7/25/22 and the container needs to be taken off the premises immediately. I have already paid deposits for this work to be done and I cannot afford to cancel and reschedule the work on our land for months out. Someone needs to come and take this container off my land before 7/25. I have contacted every department I can including the warehouse manager and nothing is being resolved.
I have told the company that if they do not come remove this container then I will be forced to remove it myself using my own towing vehicle and I will leave it in a random location. Not my issue when it is stolen or something happens to it. I cannot afford to forfeit my work deposits because this company is horrible and cannot keep to their route schedules. I want this resolved immediately!!!!Business Response
Date: 07/25/2022
We
apologize for the pickup delays and the problems this has caused our customer
in her new home. We can confirm that a team member has reached out to provide
an earlier pickup date. We appreciate the feedback as we work to create a
stronger customer experience.Initial Complaint
Date:07/22/2022
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.
I scheduled a delivery for my 2nd container on 7/21, and at 10:29pm I am writing this and NO ONE has contacted me to tell me where my delivery is. When I made my order over the phone I had 2 separate container deliveries scheduled for AM delivery. The first one arrived as scheduled, today at 11:30am I called to inquire about my delivery and was told it now would be 2:30-4 and I would get an hour heads up of delivery. I heard nothing. Called back between 3-4pm to inquire again, now it was bumped to 6pm. This continued every time I followed up within the end of the window. It went from 2:30-6, to 6:30, to 7pm, then 9/9:30, then to 10pm, then the last update it move till 10:30pm. Your office closed at 10pm, I called at 10:01pm, unaware of this, and now at almost 10:30pm, still no call from anyone! I had movers scheduled for the next day and now I have no idea when my unit will arrive. I am more then frustrated, I am also tired waiting up for a delivery that I keep being told would come that never showed after hours of waiting and now I have to deal with rescheduling movers, but I have no idea when my unit will come because there was NO communication.Business Response
Date: 07/25/2022
We
are truly sorry for the delays and the lack of communication during this stage
of the move. We appreciate Ms. ****** speaking with a team member to discuss
the situation and to work on a resolution. We look forward to the rest of the
move going smoothly.Customer Answer
Date: 07/30/2022
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:07/21/2022
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 promised a pick up and delivery date that was much shorter than the current amount of time. The company has not failed to charge me the entirety of the amount for the move, but has yet to deliver my belongings to me. They have delayed the delivery and failed to contact me about expediting the delivery. There has been no contact on their part as to the whereabouts or scheduled time of delivery; each time I call they inform me that they are waiting for confirmation from their dispatching location. My belongings were picked up on July 1st and should have been delivered between July 13th -16th. It is now the 20th and I am still without confirmation of delivery. Delivery promised within 8-10 business days of pick-up. It's now 5-7 days beyond their promised delivery time. I'm not sure why they cannot give me a solid answer or fixed delivery time.Business Response
Date: 07/28/2022
We
apologize for the delays and the added stress this has caused. A member of our
Resolution Team has reached out to Mr. ***** to discuss the issues he
experienced. We look forward to this being resolved as soon as possible.Customer Answer
Date: 07/28/2022
Complaint: ********
I am rejecting this response because: this response does not resolve the issue. It's simply an apology and well wishes. Neither of these things result in the return of my belongings, which at this point should be considered theft, nor does this compensate me for the absence of those belongings. Without a washer and dryer i have incurred the cost of a laundromat. Without pots, pans or normal dishware I cannot cook for myself, so I have incurred the cost of dining out regularly. Without my regular bed I have lost sleep and not been able to perform well at my new place of employment. These are inconveniences that I had not accounted for. What I absolutely cannot and will not tolerate is the absence of my home furnishings that would have given comfort to my pet. In the period of my move, the health of my pet deteriorated. In the twenty-some days without his pet bed he had to sleep in blankets on the floor each day until he finally passed away. He did not recognize the empty home I had placed him in and was not given the comfort of his own bed, which he had since he was a puppy. This transaction as gone beyond cruel and unusual, the absolute incompetence of this company and their 3rd party delivery member is totally and completely unforgivable. This business should at the very least lose its accreditation if it has any. The people who work for this company should be embarrassed and ashamed of their affiliation with this company.
Sincerely,
**** *****Business Response
Date: 08/01/2022
We
are truly sorry for the hardships our customer experienced as a result of the
delays. A team member has reached out, but has been unable to reach Mr. *****.
We hope to speak with him soon to discuss the issues he encountered.Customer Answer
Date: 08/02/2022
Complaint: ********
I am rejecting this response because: It is my opinion that this company misrepresented themselves and made false statements as to the charges/payments and terms of service. The agreement, which I signed, indicated two half payments to complete the total cost of the move. Furthermore, a charge for monthly storage would be added if I specified storage. The agreement clearly indicates that no storage will be required, but I was charged a fee of $219 for storage. Additionally, the second payment I made should have equaled the first payment I made - it was not equal. I was charged $2,210 up front and then $2,394.38 a week prior to me receiving my belongings (a difference of $184.38). The agreement terms do not clearly detail these "third party" charges. I was also lead to believe that a reimbursement amount of -$50 for each day the furnishings were late would be accounted for after my belongings were returned, this was not upheld. When i contacted Zippy Shell I was given a reimbursement estimate in the neighborhood of $300. Conservatively, the reimbursement of $219, $184.38, and -$50 for each late day (17days: $850) comes to $1,253.38. Lastly, I will not accept anything less than full reimbursement of $4,823.38 and a written apology. I believe Zippy shell made false statements in order to gain my business and then broke their own terms of the agreement and have refused to reimburse me. During this time I have also incurred several other expenses, such as laundromat and dining out. I have also had emotional and physical distress. I have decided to pursue other avenues for settling this dispute.
Sincerely,
**** *****Business Response
Date: 08/17/2022
We
apologize for the ongoing issues and continuing frustration our customer has
experienced. A Resolution Supervisor has tried to reach out multiple times and
has been unable to reach Mr. *****. We hope to speak with him soon so we can
gain further insight and discuss the problems he encountered during his move
with us.Customer Answer
Date: 08/17/2022
Complaint: ********
I am rejecting this response because: this is exactly why businesses are allowed to get away with their unethical business practices; there is no accountability for deceit and incompetence. Zippy Shell/ 1-800-PACK-RAT is an incredibly poor company with poor service and poor management. After seeing all the other reviews on ********** * *********************************************** * it's obvious that this is their standard business practice. They promise the customer a short window for simple pricing and then wash their hands of the whole fiasco when nothing gets done on time or at the promised price. I'm disappointed that the BBB did little more than file the complaint. It is my hope that the increase in complaints filed against this company will lead to its eventual discreditation and bankruptcy. I remain fully committed to making others aware of this experience and directing them to file complaints with BBB.
Sincerely,
**** *****Business Response
Date: 08/19/2022
We
appreciate the additional information our customer has provided, and again
apologize for the issues that arose during his move. Mr. ***** has been
provided with the maximum compensation we could provide.Customer Answer
Date: 08/21/2022
Complaint: ********
I am rejecting this response because: I have not been compensated for any reasonable amount. 1-800-PACK-RAT has offered me a seemingly random small sum that does not account for any of the actual fees I was wrongly charged. The agreement I signed was based of a false statement their employee made; this is automatically a breach of contract. Additionally, the agreement clearly states two half payments to complete the transaction. A hyperlink at the bottom of the contract directs you to a secondary form (which is not part of the signature form) and indicates a fee from a third-party moving company they employ; this is the very definition of a hidden/undisclosed fee. Lastly, I was told by their own employee that a reduction of $50 per late day would be deducted from my bill. By my estimation it is well more than the amount this company as estimated. 1-800-PACK-RAT is blatantly lying to consumers in order to gain their business and is not upholding their agreements. This is Fraud, they are commiting fraud. I'm not finished arguing this incident and will continue to look for more platforms to air my grievance.
Sincerely,
**** *****Initial Complaint
Date:07/20/2022
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.
March 18, 2022 called Pack Rat for pricing on their pods. After speaking to a representative I scheduled a 16 ft pod with a cost of $288.34 a month to be dropped off on March 25th. March 20th I called back for an additional pod a 12 ft pod with a cost of $278 a month which was dropped off on March 26th. The pods were picked up on March 30th. The pods were stored from March 30th to July 9th. Called on June 30th and scheduled both pods to be dropped off on July 9th. On July 9th they only dropped off the 16 ft pod. The driver said he was going to go and get the second pod and would be back but he never came back. I called at 10:30pm to find out why he didn't bring the second pod I was told they wouldn't be bringing the 12 ft pod out until July 27th. I advised them that was unacceptable because I called and scheduled my drop off for July 9th. I felt like they were trying to make me pay fees for another month instead of bringing my pod as scheduled. I called the CEO **** ***** ###-###-#### and left him a message. I called Pack Rat's customer service and asked for **** ***** email address and was advised they don't give out that information to customers. I received a call back from **** ******* who stated he worked for **** *****. I explained the situation to him. He called the ******* Florida office and told me the 12 ft pod would be delivered on July 11th. The driver ****** dropped the pod off at 12:15pm on the edge of the driveway and cracked it. (pictures attached) As she was backing up to drop the pod her right tire was breaking up the driveway. ****** advised me to fill out a claim form. I called **** ******* and advised him of what happened and he stated they were not responsible for the damage to the driveway. The 12 ft pod was picked up today July 19th. This is not my house it belongs to ********* ****** *** ***** ******. Pack Rat needs to compensate the owners for the damage that has been done to the driveway by their employee *******Business Response
Date: 07/25/2022
The
1-800-PACK-RAT Zippy Shell corporate claims team has been notified of the
damage to the customer’s driveway. While we do apologize for any issues the
customer has experienced during her move, due to Section 4 of the term and conditions
in our contract, we would not be able to accept liability for the damage. We
have relayed this information to the customer, as well as attached the section
of our contract. We appreciate the opportunity given to set proper expectations
with the customer in regards to our contract, as well as the feedback provided.Initial Complaint
Date:07/19/2022
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 used PackRat for a long distance move at the beginning of June from CA to WA. Shortly after my packed container was picked up, I was charged $2,551 ($439 more than I was quoted). I spoke with someone from Packrat, who said it was a fuel charge due to gas prices. Before my move, I spoke with multiple Packrat reps to confirm the price and details of my move, I was told multiple times over the phone that the cost of my move would be $2112, a fuel charge was never mentioned.
June 18th was the day that Packrat was supposed to deliver the moving container to my new WA address. I called to confirm this date multiple times. Each time I called, they stated it was still planned for that day. The container was never delivered on June 18th.
On June 19th (Sunday), I called Packrat, they stated that there aren't deliveries on Sunday. They stated the entire week was full and they didn't know if they could deliver my container until the following week. I asked if I could access my container at their storage location. They stated I could on June 22 at their ******** location. I called Packrat after this to confirm that I could access my container at the location on that date.
June 22nd, I rent a uhaul and drive to the ******** location. It was an industrial park with no Packrat containers, nobody in the office, no phone number to call. I read a **** review saying they have a location in ******. I drove to ****** and was able to find the Packrat office. They had no idea that I was trying to access my container that day but were able to make it available to me so I could get my belongings.
July 18, I called Packrat requesting a refund, they stated they would only be able to refund $200.
I am hoping for a refund of the fuel charge as well as a refund for the inconvenience/stress/time spent and uhaul rental charges.Business Response
Date: 07/27/2022
We
apologize for the billing issues and delays our customer experienced with us on
her long-distance move. We appreciate Ms. *********** speaking with a member of
our Resolution Team to provide more information and giving us the opportunity
to provide compensation for the issues that occurred.Customer Answer
Date: 07/30/2022
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:07/19/2022
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 originally contacted Packrat as I was moving across country from the ************ Florida area to Washington state.
I Arranged to have shipping containers delivered to my house , we were responsible for loading them and packrat would pick them back up transfer them to Washington state and then deliver them to my new address. My belongings were picked up by packrat on May 28, 2023, and I was advised it would take 10 to 14 business days for them to arrive in Washington state for delivery. A pre-scheduled delivery date of June 16 was arranged. On June 16 instead of my belongings arriving I was not contacted by packrat and my containers did not come. I did contact Packrat on the 6/15/2022 to verify that my shipment was available to be delivered and they verified it was. I contacted Packrat on June 16 after I had not heard from the company about the delivery and they also verified that I was on the list to be delivered and should be expecting them later in the day. The shipment never came . After initial delivery date passed I contacted Packrat to get more information. At that point they said they couldn’t verify where my belongings were located, they weren’t sure if they had made it from ************ to ******* although they stated that they were picked up in ************ on June 2. They stated they weren’t able to reach the local ******* warehouse after they relocated . After multiple phone calls they were able to finally locate my belongings and they could schedule me for delivery. Since then I’ve been scheduled at least 7 to 8 times at which point I’ve never been contacted by the packrat facility in *******, my shipment has yet to be delivered. I have been transferred to the escalation team who reported they have talked directly to the facility manager Michael multiple times without resolution.
Today, Josh with the escalation team told me the best way to get my belongings is for me to hire movers to come to the ******* facility to empty out my containers.Business Response
Date: 07/28/2022
We
are deeply sorry to hear about the delays our customer experience and the added
hardship this caused. A team member has reached out to Ms. ****** to provide
updates and to discuss compensation for the issues she encountered. We look
forward to this being resolved as soon as possible.Customer Answer
Date: 07/29/2022
Complaint: ********
I am rejecting this response because:
The compensation that was offered is not acceptable due to the extent of the delay, the false statements from the company, threats that were made from the company, and the expense and hardship that has burdened my family due to Packrats inability to provide the services we paid for. In addition the amount offered in no way conforms to their policy
on compensation.
Sincerely,
****** ******Business Response
Date: 08/04/2022
We
appreciate the additional information and feedback our customer has provided.
An Executive team member has made multiple attempts to reach out to discuss
appropriate compensation. We look forward to speaking with ****** soon.Initial Complaint
Date:07/18/2022
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.
Scheduled a move from **** ***** ** ****** NH on June 30th, to be delivered in 10 business days. Because of a holiday, July 15 should've been the date. On the 15th, I was notified that my container arrived at the warehouse facility. So I scheduled delivery to my home on Monday the 18th, with Tuesday as an alternate. At that point they overcharged my credit card by $220! Then they notified me that my container couldn't be delivered until July 28! Customer service said there was nothing they could do, so basically they're holding my belongings hostage. I never expected to wait nearly 30 days for my belongings to be delivered. I was misled or lied to throughout this whole process!Business Response
Date: 07/21/2022
We
apologize for the unexpected delays and billing errors Mr* ****** experienced.
A team member has processed compensation for the issues and is working to get
an earlier delivery date. We hope to have this resolved as soon as possible.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.