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
- 414 total complaints in the last 3 years.
- 100 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:07/18/2022
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 ordered two containers. The order number is *******. The first unit had no issues. However the second unit was scheduled to be picked up July 12th. I called and they promised the 13th. The 13th came and no pick up. This went on until July 15th. On top of no pick up, I was charged $8,420.59 BEFORE picking up the container for transport! The property on which the container sits is being settled on this week and this company needs to pick up the container today! No one ever calls back from the ****** **** location.
Business Response
Date: 07/19/2022
We
are deeply sorry for the pickup delays and the stress this caused. We
appreciate Ms. ***** taking the time to speak with a team member as we worked
to get this resolved. We look forward to completing the rest of the move on a
more positive note.Business Response
Date: 07/19/2022
We
are deeply sorry for the pickup delays and the stress this caused. We
appreciate Ms. ***** taking the time to speak with a team member as we worked
to get this resolved. We look forward to completing the rest of the move on a
more positive note.Customer Answer
Date: 07/19/2022
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,
**** *****Customer Answer
Date: 07/19/2022
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:07/15/2022
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 used 3 PackRat pods; 1 delivered on time, 1 delivered late and 1 still not delivered. PackRat call center has repeatedly lied regarding delivery of our belongings. Supporting documents included below. Our account is under my wife's info ***** *****, ###-###-####, ************************). We scheduled final delivery online ~ 4 weeks ago. 2 pods scheduled for delivery on 7/13 and the 3rd on 7/14. Notes were included that the storage facility for delivery closes @ 530pm, so pods must be delivered by then. 7/12: **** calls to check delivery scheduled before 530. Rep says to "hope and pray" they come on time b/c "it's their busy season". **** pushed the rep to call the local facility, the rep finally did, and the rep told **** the facility confirmed 2 pods would be delivered the next day before 530pm. 7/13 @ 346pm: **** calls and Rep says that the system shows 2 pods coming between 130 and 515pm. 7/13 @ 420pm: Call from storage facility that 1 pod arrived. 2nd pod did not arrive before closing. 7/13 @ 640pm: **** called about 2nd pod status. Rep told 2nd pod to arrive by 918pm. **** asked for supervisor; was never connected. 7/14 @ 811am: Arrived to unpack Pod 1. Pod 2 had not arrived. **** talks to supervisor (******) who said 2 pods were never planned to be delivered on 7/13. Excuses like "it's our busy season" and "it's a long drive" used. Pod 2 arrived late in the day. Pod 3 scheduled for next day 7/15. 7/15 @ 832am: **** talks to supervisor (*****) who said truck is broke down. No info given on expected delivery date. ***** said we would be called back. However all previous promises that a supervisor would call back or that the drivers will call when ~ 1 hour away never occurred. Also, PackRat online billing info conflicts as can be seen in the attached documents. We are afraid PackRat will continue to delay delivery of our belongings and inappropriately charge us as other complaints have alleged against PackRat. We hope BBB can help us.Business Response
Date: 07/25/2022
We
are truly sorry for the delays caused by issues on our end. We can confirm that
a team member has reached out to Mr. ***** to discuss the problems and to work
on a resolution.Customer Answer
Date: 07/25/2022
Complaint* ********
I am rejecting this response because while I have interacted with ***** *****, a Social Media Resolutions Specialist for PackRat, I have been clear that I am not satisfied with their offered resolution and I have asked her to escalate to her management. I have also pointed out numerous billing issues where credit card charges are in excess of their quoted prices and I have not yet received a response from Ariel or another representative from PackRat yet. I’m addition, further issues trying to receive the 3rd pod with our personal belongings have arisen and those have not been resolved yet either. In summary, there are multiple issues that I have raised with PackRat that have still not been addressed.
Sincerely,
**** *****Business Response
Date: 07/28/2022
We
apologize for the continued issues our customer has experienced. We can confirm
that a Senior Management Team member has reached out to discuss appropriate
compensation. Mr. ***** provided us with further information and requested a
certain amount of compensation. However, after advising that we could provide
the requested amount, he declined the offer. Our team has offered the maximum
amount of compensation.Initial Complaint
Date:07/15/2022
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.
1800PACKRAT was contracted for 7-business-day expedited delivery of a 16-foot container from ****** ** ** ********** ** by July 1. The container was dropped off and picked up as scheduled in Texas but then all bets were off. The day before the scheduled delivery (July 1) we were informed that the shipment would be late and drop-off could be rescheduled for any date after July 6. When we contacted them to reschedule, the first available date was, in-fact, July 19. While this was eventually adjusted to July 15, it was abundantly clear that 1800PACKRAT entered into the contract in bad faith and had neither the intention nor logistic capability to meet their promised delivery date. Likewise, pickup of the empty container, which had previously been arranged for a few days after the original delivery date, will now not occur until early next month, the empty 16-foot container taking up street space for three weeks. We left our home in ***** four days after the container and arrived by car in ********* three days later, yet still before 1800PACKRAT. We have been without our household items for two weeks, to no small additional expense. While we did receive a refund for the additional amount paid for expedited service, this is insufficient given that the basic services have failed to be delivered on and accurate information about the level of service 1800PACKRAT could provide was not given.Business Response
Date: 07/19/2022
Art, we sincerely
apologize for the delays that you’ve experienced thus far. Thank you for
speaking with a member of our Resolution Team so that we could assist with your
scheduling needs and resolve this matter with you.Customer Answer
Date: 07/19/2022
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. However, it is unfortunate that I had to file a complaint throught a third-party to get the vendor to fulfill thier scheduling obligations in a timely fashion as originally contracted.
Sincerely,
*** **********Initial Complaint
Date:07/14/2022
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 hired pack rat in the beginning of June as we were moving cross county. The company agreed to beat out all competitors and the agreed upon price all in rental, transport, and fuel charges of $3999. However, once the unit was picked up on June 11, we were then charged $3999 + a rental fee+ a fuel surcharge. The original drop off date to our new home across the country was July 2. However, we called throughout the day and were told "you are on the schedule," on our fourth attempt at 9pm we were advised that we should probably go get an air mattress. On July 5, we called customer service again requesting an update and we advised our stuff never even left the California warehouse. We ended up googling around and finding the warehouse's number and called, they gave us the dispatch's number. Dispatch advised they would assist with customer service in getting it placed on a truck. We after 11 days of dealing with dispatch and customer service finally received our Pack Rat on July 13. In the distress of the whole wait of almost 2 weeks Pack Rat advised the most they can offer is $50/day for a combination of our distress and reimbursement of having to go out and buy dishes, towels, sheets and air mattress. $50 a day is a joke.Business Response
Date: 07/21/2022
******,
thank you for bringing these issues to our attention. We sincerely apologize
for the delays and miscommunications that you’ve experienced thus far. We can
confirm that a team member has made multiple attempts to reach you regarding
this matter. Would you mind providing your best contact information? We look
forward to hearing from you soon.Initial Complaint
Date:07/14/2022
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 Nov. 12, 2021 I signed an agreement to hire 1-800-Pack-Rat, located at ***** ********* **** **** **** **** ******* NC to drop off a 16'L x 8'W (box #********) and a 8'L x 8'W shipping container at *** ** ***** *** ** ******** ****, CA. This is a contractor's business address with a small "yard" in front. Both boxes were dropped off Nov. 12. The 16' box was dropped off inside the property gates/fencing and the smaller 8' box was dropped off on the street at the curb. Both boxes were picked up on Monday, Nov. 15th.
However, when 1-800-Pack-Rat picked up the larger box, their operator, and area manager, ****, hit an existing masonry wall with either his truck, or the box, and heavily fractured the wall, knocking down some of the blocks.
On Tuesday, Nov. 16th. I sent an email to my Pack Rat sales rep., ******* *****, notifying him of the damage.
I also sent him photographs of the damage in that same email. Later that afternoon, on Nov. 16th. I received an email from the Move Coordination Team at Pack Rat, that also copied their Claims Dept. and their Commerce Dept., telling me someone from the Claims Dept. would "reach out to me regarding resolution of the damages". On Nov. 19th. I sent Pack Rat a signed claim form. On Nov. 22nd., I received an email from Pack Rat telling me that they received my claim form (for order 2294915) and that I should allow 90 days for a "determination". It was not until March 15, 2022 that I received an email from the Pack Rat claims dept. where they asked me again for photographs and two estimates to make the repairs. I sent the photographs again on March 15th. and sent two estimates on April 7, 2022.
I followed-up with emails on May 7th., May 11th. and June 8th. Pack Rat did respond on May 11th., telling me that my claim was in the "final stages" and that a determination would be made in the "near future".
Tomorrow it will be 8 months since Pack Rat damaged the wall. I've waited long enough. They were paid in full many months ago.Business Response
Date: 07/22/2022
The
1-800-Pack-Rat corporate claims department was contacted regarding the
customer’s complaint. Their team advised the claims evaluation process has
concluded and the customer has been provided an update on when to expect a final
resolution. We apologize for the customer’s experience, and we will remain in
contact until this matter has been resolvedInitial Complaint
Date:07/13/2022
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.
Date of transaction - 03/26/2022
The amount of money I paid to 1800PackRat - $3836 (313+3208+315)
The amount 1800PackRat paid back because of their negligence - 315
What the business committed to provide me - Deliver a container from our home in Fremont, California to our home in ******** Washington on July 2nd, 2022
What the nature of the dispute is - Container not delivered to ******** Washington as of July 12, 2022.
Whether or not the business has tried to resolve the problem - I have tried calling them almost every other day asking for an update, and they keep on updating the order that container will get delivered next day and it never gets delivered. They are also continuing to put pressure on me about picking up the container back in unreasonable times e.g., They want to pick up the container next day of delivery or 3 weeks after delivery both of which are unreasonable as it will either not give me enough time to empty it OR will continue to keep my drive way and possibly my neighbor's drive way blocked. This behavior does not allow me to plan anything as everyday I keep on waiting for the container which does not get delivered. I am suspecting they have lost the container and buying time.
Order number - *******
Desired resolution - Finish the job by July 12, 2022
Additional desired resolution - Monetary compensation for all the inconveniences and expenses resulting from not finishing the job as promised.Business Response
Date: 07/15/2022
We
apologize for the delays that occurred and the frustration this caused our
customer. We appreciate **** speaking with a team member to provide feedback as
we work to resolve this as soon as possible.Initial Complaint
Date:07/12/2022
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.
OMG where to start. This is an add on to an original complaint filed in June. After the container was finally delivered a pick up date of 7/6/2022 was confirmed by e-mal. The 6th came and went and today, 7/12/22 I contacted the company and was told the pick up would be 7/17/2022. My homeowner’s association is not pleased and neither am I. The number of complaints filed against this company is unimaginableBusiness Response
Date: 07/15/2022
We
appreciate Ms. ***** providing feedback regarding her move. We sincerely
apologize for the delays and the added stress and frustration this caused. A
team member has reached out to discuss compensation for the issues. We look
forward to finishing out the rest of the move on a more positive note.Business Response
Date: 07/19/2022
We
appreciate the additional information and feedback our customer has provided. A
team member has reached out to Ms. ***** to discuss the situation and to work
on a resolution.Customer Answer
Date: 07/19/2022
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:07/11/2022
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.
I called up PACK RAT on Jun 18th 2022 to get a quote for containers to facilitate our move from CA to WA and was provided with a verbal quote of ~$5500, when the agent realized I've already got a quote from a competitor, she offered to price match after getting approval from her manager and confirmed that the quoted price matched $4798.00 covers everything, however after the moving containers has been picked up, we saw the following charges to ur credit card instead.
1) $313.82 billed on June 25th
2) $280.30 billed on July 1st
3) $4985.74 billed on July 9th
We were surprised with the charges as the agreed total amount was $4798.00, but even before our containers were delivered to the destination, we are already billed a total of $5579.96 a $781.96 unexpected increase compared to what was originally committed.
I called up Pack Rack today - July 11th to clarify what's going on, the customer service from the billing department mentioned they will raise a case and listen to the recording of my conversation with the first agent. They got back 3 hours later and insisted they stated clearly the first 2 charges were the monthly rentals and were outside of the total price match quote that was quoted to me and there is no recourse.
The other problem is they also changed the agreed upon delivery of the first container on July 16th to August 2nd without our approval, after calling up to complain, they then agreed to bring it forward to July 23rd instead.
We are not impressed with how PACK RAT is conducting their business by bait and switching us especially when moving is already such a stressful period of time. We would have just gone with the original provider since PACK RAT's pricing is even higher now.
Key takeaways:
1) Bait & Switch pricing (Fake price match)
2) Did not commit to agreed delivery timelines
3) We are helpless as they charge my credit card directly, and fear PACK RAT might retaliate by holding our possessions ransom.
Order Number: ***************Business Response
Date: 07/19/2022
We
are truly sorry for the delays and miscommunications on our part that our
customer encountered. We appreciate *** speaking with a team member to provide
further information and feedback as we work to get this resolved as soon as
possible. We look forward to the remainder of the move going smoothly.Initial Complaint
Date:07/09/2022
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 cannot express what an absolute nightmare this experience is. Last year I moved from Washington to Georgia and the incompetent mover I had did not have a truck big enough to move all my stuff forcing me to put it in storage. Fast forward to January (1/12/22) where I contact 1800packrat to see about getting a storage container to load the rest of my items from storage and move it across the country. The sign up process was great, easy, and the beat the other quotes as promised. I booked the container for 7/2. I flew out for 5 days to receive, pack, and have have the container picked up. No container arrived on 7/2. I called on 7/3 and asked for an update and was told the container would be delivered that day. It wasn’t. I called again that evening and was told they don’t deliver on Sunday and didn’t understand why the first CS representative told me that. They promised it would be delivered Tuesday. I called my airline and paid a lot of money to push my flight out and extend my stay since I was supposed to fly out on Tuesday. Come Tuesday I get a text message saying the container will be delivered Thursday. Wednesday another text assures me I will get the container. Thursday comes and I get a text saying they will not deliver the container and call me to reschedule. First thing Friday I call and I am promised the container will be delivered Saturday. That’s when my flight is and I couldn’t afford to move it again so I arranged with a friend to be available to receive and pack the container. I just got a text from my friend that it won’t be delivered today. I am at my wits end with this company. The corporate office makes promises the local office doesn’t keep and there is no repercussion when it happens. There is also no communication unless you call. I asked for financial compensation because of the cost of the flight that was for nothing and they offered me $350 when they deliver it. I have zero faith that will ever happen or that it will ever be delivered.Business Response
Date: 07/15/2022
We
appreciate our customer alerting us of the problems she encountered. We
apologize for the delays and the hardships this caused during the move. A team
member has reached out to Ms. ******* to discuss the situation and work on a
resolution. We look forward to completing the move on a more positive note.
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