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 80 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

  533 Rotterdam Industrial Park Schenectady, NY 12306

• 

  1-800-PACK-RAT, LLC

  15 Rasons Ct Hauppauge, NY 11788

• 

  1-800-Pack-Rat

  11 Perina Blvd. Cherry Hill, NJ 08003

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:11/14/2024

  Type:Order 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 been paying save October. And they want 986

  Customer Answer

  Date: 11/19/2024

  We gave them 1200+. We started the order on May 20. And they claim we owe 982.+ More. I don't know how. They want 2100+. At a rate of 311 monthly.

  
  

  

  Business Response

  Date: 11/22/2024

  We apologize for any miscommunications regarding billing that our customer received. We have been unable to reach Judge to discuss the account. A team member has sent over the details of all charges and payments for the customers records. We hope to speak with them soon.  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22552247
  
  I am rejecting this response because:

  We contacted the business and was told our account was under review and someone would be contacting us soon. And instead they went into our account and took all of my wife SSI as soon as it was deposited. Over 1250+. So now we have them over 2400+ for 5 months of service.

  Sincerely,
  
  Judge Hill

  

  Business Response

  Date: 12/04/2024

  We appreciate our customer providing additional feedback and information, and we apologize for the ongoing frustration. We can confirm that a ledger of the account showing the charges has been sent over to Mr. ***** and a team member has attempted to reach him multiple times leaving voicemails with more information. We hope to speak with him soon.  

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22552247
  
  I am rejecting this response because:
  
  Sincerely,
  
  Judge Hill

• Initial Complaint

  Date:11/04/2024

  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.

  I ordered a pod for delivery today with the pod doors facing the front of the house. When it was delivered the driver said it will be a extra ****** turn it around to face the house even though that's what I requested. If its coming from the warehouse then she can face the doors to my house but it was coming from another job it can't but for 100 it can. I called customer service. I was transferred to another ***** Which this lady was rude saying it takes the driver 1 hour to turn it around. I then said why ask where I wanted it place she stated that have to ask the customer that but doesn't mean they will do it. I told her I want a refund and to come and get the pod. I'm disabled and I can put totes down the driveway when I can push them straight from my garage to the pod. So after talking to several people about when will they come and get it and refund my card I then learned I won't get a full refund..im being charged for the delivery even though it was delivered wrong but they would've sent someone back out for free and turned it around. But why wasn't that done in the beginning instead of wanting to charge me a extra 100. I've never experienced anything bad business like this before . I've spoken with so many people through their 800 number and explained but they won't do the refund. But will come and pick up this pod until 6 days away. I'll never use this place again and will continue to voice my concerns until I get aFULL refund INCLUDING ALL DELIVERY FEES. I'll even go to small claims court for my refund because this is ridiculous

  

  Business Response

  Date: 11/07/2024

  We sincerely apologize for the container placement issues and the poor customer service Ms. ******* experienced. We work hard to provide the best service and support possible, and we apologize for missing the ***** A team member has attempted to reach ****** to discuss what happened. We hope to speak with her soon. 

• Initial Complaint

  Date:10/29/2024

  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.

  Company came in the end of August to pick up the pod I rented I asked for a month extension they ended up putting me on a reoccurring payment charge and putting my account online on hold. I tried to reach them was quoted over a hour Wait time. I finally got a hold of somebody today 10-28-24 to my account, they charged my account another month on the 27th and will pick it up on the first and I will not be refunded the amount they charged me.

  

  Business Response

  Date: 11/01/2024

  We apologize for the long hold times and any confusion regarding the billing cycles our customer experienced.  A team member has attempted to reach Mr. ********** to discuss the charges. We hope to speak with him soon.  

• Initial Complaint

  Date:10/17/2024

  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.

  1800 packrat delivered my shipping containers, to my new house in *************, **, today. In doing so they turfed my yard creating massive and long ruts that need repaired. Today is October 16th, 2024. I want these repaired.

  

  Business Response

  Date: 10/29/2024

  The 1-800-Pack-Rat Zippy Shell corporate claims department was contacted regarding the determination made on the customers claim. Their team confirmed a through investigation was completed. During the investigation, the claims team confirmed that there was no evidence of the truck or unit being mishandled, or any accidents or incidents discovered that proved negligence on our staffs part. While we apologize for the customers experience, we cannot accept liability for the damages incurred. 

• Initial Complaint

  Date:10/10/2024

  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.

  ***** Pack Rat delivered a storage pod to their customer (not me) at a house that I purchased from their customer. The pod was to be removed from the property prior to the real estate transaction closing. The real estate transaction has been closed for over 48 hours now and the pod is still there. Despite multiple calls from myself and the home seller, *****-PackRat has still not picked up the storage pod.

  

  Business Response

  Date: 10/10/2024

  We appreciate Mr. **** letting us know about this, and we deeply apologize for the inconvenience our delays caused. We can confirm the unit has been picked up and moved off the property. 

  Customer Answer

  Date: 10/10/2024

   
  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. Even so, I would add that 1-800PackRat could have easily handled the situation much more efficiently and avoided the need to involve the BBB. I found it difficult to reach a person to speak with (automated phone answering with multiple menu options and long hold times). When I did reach someone, I found them lacking on their follow through.  Do what you said you would do and return phones. That would go a long way towards better service.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/07/2024

  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.

  I scheduled a state to state move on 9/24/2024. I worked with ****** and she was amazing, helpful, informative and even gave me a discount with loading the truck on 10/23/2024 with a local company! She was great to work with and I scheduled the moving with them! Thankfully my sister found a company that she is paying for to help me move and I was able to cancel and not have to pay out of my pocket! I called in the evening on 10/1 to cancel the order and was told that the group to cancel with doesnt work that late. I called during my work hours on 10/2 and had to wait about 30 min on hold to speak to someone. I waited and spoke to someone who then sent me to someone else, after another wait I spoke to a gentleman who was having phone issues but did call me back. I cancelled the order and he said I would get a confirmation email within 24 hours. I did not receive an email within 24 hours so I called back. The wait was longer on 10/3 and I spoke to a woman that said it would be 48 hours from cancellation! 48 hours from my initial cancellation call I did not get a confirmation email. It has been 72 hours without an email confirmation of the cancellation! I would like an email confirmation that my move has been cancelled and that they will NOT charge me any fees. It was easy to book but cancelling and receiving the confirmation has been stressful and has left me questioning the care 1-800Packrat has for their customers and care they would take with household belongings. As I said ****** was great! And the First ********* I spoke to was great but obviously didnt inform me correctly about the timeline. I believe I should be able to get a confirmation of the cancellation as fast as I received the initial quote. Which was immediately. Their cancellation process should be available online to avoid the calls and misinformation I have received! Pack rat does NOT have my permission to remove any funds from my account.

  

  Business Response

  Date: 10/07/2024

  We are deeply sorry our customer had issues with the
  cancellation process. We can confirm that the order was cancelled with no fees.
  A team member has sent a copy of the confirmation to Ms. Gailbraith’s email
  address.  

• Initial Complaint

  Date:09/30/2024

  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.

  When I received the first container, I quickly came to the conclusion that I needed one more. I asked to have it delivered on August 26 and picked up on the 29th. The delivery of the containers to the old house was good and the driver was very nice. Then everything went wrong with the delivery to the new house.On late afternoon on Friday August 30th, I received a text saying "we are not going to be able to deliver my containers and they MAY be delivered on the 3rd or 4th." We spent a total of 4 hours on hold being tossed around to several people with no answers. My daughter spoke with ***** and confirmed they should be there Sunday 9/1. We were able to get an email confirmation for Sunday 9/1. Saturday 8/31: Spent another hour on hold and spoke to two different supervisors who tried to contact the facilities. They all repeated that the containers were scheduled by someone at Pack Rat to be delivered on SUNDAY 9/1. Sunday 9/1: I did receive a confirmation text that the containers were going to be delivered on Sunday. My daughter spoke to another manager and it was confirmed. But by 3:00pm, the containers were not delivered and they said they would not be delivered. Monday 9/2: My daughter called and spoke with the supervisor (******) and was told that they were closed on Sundays and on Monday due to the holiday. The containers were not going to be delivered till Tuesday 9/3. Since the containers were to be delivered on Tuesday September 3rd, I lost the help I had scheduled. I had to then hire a company to help me unload the containers. This cost me an additional cost of $219! I paid $1173.62 for two containers. I feel the right thing for Pack Rat to do is to refund me not just for the horrific experience but the additional cost of movers! Total: $1392.62. How is it possible to have something go so wrong. Having customer service schedule delivery for days that you were not open! My move was the result of my husband passing in May 2024.

  

  Business Response

  Date: 10/07/2024

  We sincerely apologize for the delays and added stress this
  caused our customer during an already difficult time. A member of our
  leadership team has been in contact with Ms. Walker to discuss the problems
  that occurred. We appreciate her taking the time to share her feedback as we
  are always working to improve our services.  

• Initial Complaint

  Date:09/12/2024

  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.

  Wrong size pod delivered Was not as they said over the phone my three bedroom house would not fit into the pod plus I hired also movers and they cannot speak English so I canceled the order and sent pod back and the movers and now they only want to give me $800 out of my $2600 For my refund

  

  Business Response

  Date: 09/12/2024

  We sincerely apologize for the issues that caused our customer to cancel her move.A team member has contacted ************ to discuss her refund amount and process the appropriate compensation. We appreciate her taking the time to share feedback, as we are always working to improve our services. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22274407
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/06/2024

  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.

  PackRat was to pickup and deliver our 16ft box from the initial location to our new location. No timeframe was given and after 2 calls and multiple waits on line I was told at 730pm that a driver should be there within the next 10 minutes or so. I wasted my full day and lost a days wages. Its now 9pm and still no driver or call to advise on pickup. Absolutely horrendous customer service experience. I asked to speak to supervisor and was transferred to another line and robo said 2 minutes wait, I waited another 30 minutes without any one answering and dropped.

  

  Business Response

  Date: 09/12/2024

  We are truly sorry for the delays and poor communication our customer experienced.A team member has reached out to ************** to discuss the issues that occurred and a discount amount. We can confirm that his move is now complete. We appreciate **** taking the time to share details of his move. 

• Initial Complaint

  Date:08/26/2024

  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.

  Had storage pod delivered to my previous residence in *******, **. I loaded it up, moved to ******** and when I got into my house tried to have it delivered. I was told that they tried and it was too heavy. I got some people together and we got some stuff out. I ended up having surgery (Im a disabled veteran) and got behind a couple months on payments. They had no problem picking it up to repo it and bring it to their facility in *********, **. I called to set up delivery once again after getting caught up on payments and the lady in the phone said there was a note saying that it was too heavy. I explained that things were removed and it was transported just fine between ******* and *********. She went ahead and set up delivery for August 3rd. The day before I got a call. The lady said that they couldnt deliver it because the driver said it was too heavy. I ONCE again explained that I had removed stuff and that it had already been moved once the way it is. She said that shell let the driver know and he will call me and let me know what time it would be there the next day. I heard NOTHING! I still have yet to receive everything and have had to spend money buying little odds and ends for the house. I have tried to call NUMEROUS times just to get the run around or get set up for a call back that no one calls me back on. This has gotten ridiculous!! I just want the pod to be delivered to my house and to have my items.

  

  Business Response

  Date: 08/28/2024

  We sincerely apologize for the delivery issues and the complications this caused our customer. A member of our Resolution Team has contacted ******************** to discuss the situation. We hope to have this resolved as soon as possible.