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

  1901 Treygan Rd Ste 190 Garner, NC 27529-5353

  
• 

  1-800-Pack-Rat LLC

  260 S Niagara St Lockport, NY 14094

• 

  1-800-Pack-Rat

  8 Nicholas Ct Dayton, NJ 08810

• 

  1-800-Pack-Rat

  3600 Red Bank Rd Cincinnati, OH 45227

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:01/07/2025

  Type:Product 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 2 containers to relocate from ** to **. We have been waiting 3 weeks for our containers to be transported to their destination facility and made multiple calls to request status of transportation. Each call has been met with a date that transport will occur and each time, it does not happen and we receive no notice or explanation as to why our containers have not been transported as we were told they would be. They will not allow me to speak to a supervisor and we continue to wait for our containers, full of everything for our home, to be transported and delivered. I received one explanation of delay because of holidays and weather after calling but even given time off for holidays, there has been plenty of time with no weather concerns to transport our containers. Our family spent our holidays living in an empty house, sleeping on air mattresses and sleeping bags while our containers have still not been transported. There has been little attempt to remedy the situation or even notify us of any issues with transporting.Further explanation with dates of calls and their summaries attached.

  

  Business Response

  Date: 01/13/2025

  We are deeply sorry for the delays due to hold-ups on our end, and for the problems this caused our customer over the holidays. We can confirm that a team member has reached out to the Mckinseys to discuss the new delivery date and to provide compensation for the delays and issues that occurred. We look forward to getting this resolved for them as soon as possible.  

• Initial Complaint

  Date:01/03/2025

  Type:Product 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 received a quote from Pack Rat for moving my daughter. Their original quote was $2800. It was the first quote I had received so I told the sales rep ***** that I had more quotes to get and she asked if I would be willing to give her a chance to match or beat the prices. I received two other quotes for $1500. I forwarded those to her in an email. She called me back and said that she could do it for around $1,800. I told her I was just going to go with the lower quote and she said let me see if I can get the storage fee waived. She indicated that she could get the storage fee waived which would bring the price down to around $1500. They then picked up the unit and later charged me $1,623. Then several days later they charged me an additional $327. I sent an inquiry about the second charge. Received a phone call saying that I was being charged a diesel fuel surcharge as well as the storage fee. They agreed to cut the diesel fuel surcharge by 50% but then claimed they never agreed to waive the storage fee. This is a very shady business practice of trying to claw back money from consumers by doing this.

  

  Business Response

  Date: 01/03/2025

  We are truly sorry for the miscommunication regarding the storage and fuel fees. A team member has contacted Mr. **** to discuss the billing charges and to refund the appropriate amount. He should see those funds in his account in 3-4 business days. 

• Initial Complaint

  Date:12/30/2024

  Type:Delivery 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 am filing this complaint regarding my recent experience with 1800PackRat. I originally scheduled a container delivery for December 26th, 2024, with a public permit valid only from December 26th to 28th. On the morning of the 26th, I received confirmation that the container would arrive between 11:30 AM and 2:00 PM. Based on this information, I scheduled the movers to arrive at 2:00 PM. However, the container did not arrive. Upon checking their online portal, I discoveredwithout any prior notificationthat the delivery had been rescheduled to the 27th. When I called to inquire, I was told their truck had broken down but was reassured the delivery would definitely occur on the 27th.On the morning of the 27th, I booked movers again based on their promise. I called 1800PackRat and was told the container had arrived at the facility and would be delivered as scheduled. However, later in the day, I noticed their portal had updated the delivery date to the 28th. When I called again, I was told the truck was still broken down, despite previous ************* of now, I am left without my belongings, sleeping on an air mattress, and incurring hundreds of dollars in additional expenses due to 1800PackRats repeated delays and lack of communication. The company has shown no interest in resolving this issue promptly or compensating me for the costs Ive incurred. Their lack of reliability, poor communication, and complete disregard for their customers are unacceptable.

  

  Business Response

  Date: 01/03/2025

  We apologize for the delays caused by  mechanical problems on our end. It is always our goal to provide seamless service, and we regret that we did not succeed in this case. A team member has contacted ********* to discuss the issues and work on a resolution. The proper compensation has been processed and he should see that in 3-4 business days.  

  Customer Answer

  Date: 01/03/2025

   
  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:12/16/2024

  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 rented two pods from 1-800-Pack-Rat back in June 2023 for a move from *********, ** to ***********, **. When we rented these we purchased extra insurance on them for any accidents or issues to arise. We had issues from day one, when they would reschedule drop off times/dates. We even had a delay in both pick *** from our home to go to the storage facility in *********. These were arranged when someone would be there which required time off from work. Which resulted lost funds as well.After we paid the shipping sum the two pods were scheduled to be shipped to the ***** site for holding until we had our new home address available to deliver. We received a phone from ************ stating they had received our 2 pods and one of them was damaged during transportation. That the unit was dropped and then they sent email with pictures of the damage to the pod. We received the damaged pod on 8/23/2024 and the unit was ratchet strapped together due to the damage and our lock was the only thing holding the doors closed.We filled out their claim form with damaged goods and amount to be claimed $3440.33. Included pictures of damages to pod, the email from their facility when the damaged was first told to us. I also included pictures of damaged goods.They have denied our claim stating it wasn't their fault and there was nothing they could do to help us. I appealed the claim and after 3 weeks they still came back denying our claim.

  

  Business Response

  Date: 12/26/2024

  1-800-Packrat apologizes for your experience. The corporate claims department was contacted regarding your review. The claims team confirmed a thorough investigation was completed. Based on the results of the investigation, it was determined there was simply not enough evidence to support any negligence on the part of our staff. There was only evidence to evidence to substantiate what is normal shifting and improper packing. For this reason, the company cannot accept liability for the damages incurred.  
  
  
  If there are additional questions/concerns, we request the customer to contact our corporate claims department directly at ************** or by emailing ***********************************************************

• Initial Complaint

  Date:12/06/2024

  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.

  On May 26th, 2024, I began storing my household goods with Zippy Shell of ********* because I was leaving for months-long active duty training with the military. I had my household goods returned to my new address on November 11th, 2024. When I received my storage unit from Zippy Shell and opened up my storage bin, I discovered that my entire household goods were covered in rat feces, rat urine, and they had chewed up a lot of items. I had to throw away any fabric items due to extreme health concerns and risks. The owner and operation manager of Zippy Shell of ********* were very dismissive of the severity of the situation and extremely difficult to reach. I "filed" a complaint with their claims department over a month ago. Now, both the owner and operational manager are avoiding my calls, texts, and emails. I have had nothing but unprofessional interactions with this very poorly and disrespectfully run company. I had to spend well over $3,000 to buy new furniture and cleaning supplies, etc. This has put a hardship on my life and mental health stress. No one should be treated so poorly by an organization, when they put so much trust in someone to watch their belongings.

  

  Business Response

  Date: 12/18/2024

  We deeply apologize for the customer's experience and have confirmed that our claims department is in receipt of the claim. An investigation is underway, and we are working to resolve this with the customer soon.  

• Initial Complaint

  Date:12/03/2024

  Type:Product 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.

  -Pack Rat 3089468-Unit ID B60292-Ordered 09/03/2024 -Issues: oI was promised a price match I emailed details on 9/3 to ****** ***** I never received a reply - I emailed 2 additional times no reply difference in cost for price match was $501.73 Remedy = Refund me $501.73 oI was charged a container rental fee of an additional $348.93 this was never explained to me Remedy = Refund me $501.73 oScrews falling out of the container resulted in 2 flat tires 1 of 2 = $410.22 oScrews falling out of the container resulted in 2 flat tires 2 of 2 = $512.14 oTotal of price match / unexplained container rental / 2 tire replacements = $1773.02

  

  Business Response

  Date: 12/04/2024

  We sincerely apologize for the price-matching and billing issues our customer encountered. A member of our ********************* has reached out to ********* to discuss the issues that occurred. We appreciate him taking the time to speak with us and giving our team an opportunity to work on a resolution. 

• Initial Complaint

  Date:12/02/2024

  Type:Delivery 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.

  PACKRAT WAS CONTRACTED TO STORE AND SUBSEQUENTLY MOVE 3 CONTAINERS FROM *******, ** TO *********, **. DELIVERY TO MY NEW ADDRESS IN **********, ** HAS BEEN ATTEMPTED SEVERAL TIMES FOR 3 WEEKS, AND PACK-RAT INSISTS THEY HAVE NO DRIVERS TO DELIVER MY PROPERTY. THEY HAVE REPEATEDLY STATED THEY WOULD NOT BE CHARGING ME STORAGE FEES AS THEY ARE NOW DOING. I WANT MY PROPERTY DELIVERED AS WE HAVE ALREADY AGREED TO WHILE I HAVE PAID WELL OVER $17,000 FOR IN TOTAL.

  

  Business Response

  Date: 12/06/2024

  We are truly sorry for the delivery delays and any problems this caused our customer. A team member spoke with Mr. ****** to confirm that his units were delivered and to provide compensation for the issues. We appreciate him sharing feedback with our team as we are always working to improve our efficiency and service.  

  Customer Answer

  Date: 12/09/2024

   
  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:12/02/2024

  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 called the schedule a moving pod on October 31st, they originally quoted me at $4900. I told them I had a budget of $2600 and so we negotiated the price down to a flat $2900 for the entire move.I was told I needed to make an initial payment when I called and reserved, then a partial payment would be made when the pod is dropped off for loading and then the remaining sum would be withdrawn upon delivery of my pod to my new place. Nov. 11th I was charged $500.00 Nov. 22nd I was charged an additional $302.64 November 23rd I was charged $2792.64 They took the first payment from me and made the reservation before sending me a contract which was completely blank with no information filled it.I have not received my property, I have made numerous attempts to call and when told there are wait times greater than 5 minutes or an hour they hang up on me. I messaged them via their website and have heard nothing back yet.I dont know where my property is and I have been charged $683 more than what was agreed upon.

  

  Business Response

  Date: 12/06/2024

  We apologize for the billing issues, delays, and lack of communication our customer encountered. We can confirm that the unit has been scheduled for delivery and a team member reached out to Mr. ******* to discuss his experience, as well as provide the appropriate compensation. We appreciate him giving us the opportunity to work on a resolution. 

  Customer Answer

  Date: 12/09/2024

   
  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:11/25/2024

  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.

  see Attached document

  

  Business Response

  Date: 12/09/2024

  We are deeply sorry for the issues our customer experienced. While we have established standard procedures, our team went above and beyond to create a customized packing solution to accommodate the unique configuration of our customer's items. Despite advising against shipping due to potential risks, we worked diligently to align with our customer's preferences. We believe the fees charged, including packing materials, are fair and reflect the services provided. We encourage Zirui to reach out to us directly to discuss this in further detail.  

• Initial Complaint

  Date:11/19/2024

  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 - As soon as Pack-Rat takes your money the communication ceases 2 - When you do call for updates their employees lie about the location of your container 3 - Don't actually believe the employee when they schedule day/time for pickup and drop off - They seems to always get it wrong! 4 - They prefer to point fingers at other departments within the company rather then owning their mistakes, apologizing and providing alternative solutions like refunds or expedited support!Paid to have our container moved from ***********, ** to *****, ** They messed up the pick up in LA, called and the 'system' dropped the pick up date so they had to come out two days later then the original agreement but was told container would arrive in ******* 7-10 days later.Roughly 2 weeks go by - no call, no updates - so we call and are told the container has made it Tampa and to call back in a day to schedule drop off. We call back as told -- Container IS NOT IN *****!20 days go by from new start frame and finally the container is ready for drop off, we agree to AM time slot because we had to schedule with our landlord to make space available - we were told if we do not receive a call from the driver by 8am to call for status update... 815am call the # and was told we chose 'anytime drop off' - another 'system' issue. Finally in the afternoon the driver comes and lets me know 'were lucky to have even had a drop-off today' - Wow.The pointing of fingers and blaming other teammates is a poor example of customer service and teamwork. I lost days of work because of their mistakes, had to pay to replace items because the delay in arrival was beyond what they promised. Do not make promises you cannot keep, I am out over $1000 because of lost wages and replacing items - disappointed is an understatement.

  

  Business Response

  Date: 11/21/2024

  We are truly sorry for the delays and the poor communication our customer received throughout her move. A member of our ********************* has reached out to Ms. ******** to discuss her experience in further depth and to provide compensation for the issues that occurred. We appreciate her allowing us the opportunity to address her concerns.