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

  11640 Northpark Dr Ste 300 Wake Forest, NC 27587-3302

  
• 

  1-800-Pack-Rat, LLC

  12 Forge Pkwy Franklin, MA 02038

• 

  1-800-Pack-Rat LLC

  1720 Boulter Industrial Parkway Webster, NY 14580

• 

  1-800-Pack-Rat

  142 Ferry St Leetsdale, PA 15056

• 

  1-800-Pack-Rat

  1000 Towbin Avenue Lakewood, NJ 08701

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2024

  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.

  On July 9th I called in for several reasons but I asked the operator if switching to July 16 would be ok. He said yes. I asked because I originally had it scheduled for 7/17 but was told I'll be charged an additional month because it was my anniversary date. No problem I made arrangements so I could have the container emptied and swept for pickup on 7/16. They cancelled on that day but I would have never known if I didn't call. They rescheduled for the day I actually needed it picked up 7/17. No problem. I waited all day and there was no communication. Finally 8 something at night I received a text asking if it was ok to come then right after that I received a text that said the driver couldn't come because he was over driving hours. I understood but now I have to park my ******* that's low with rims in my grass (it floods) and my Escalade (which is fine). Then I had to reschedule my drop off for my washer and dryer because they would be blocking my private road because they couldn't park on my blacktop where packrat is occupying. I now have to reschedule (another day of work missed) and take all my comforters and clothes to the Laundromat. I told billing I am giving them the same courtesy as they give their customers and for my inconveniences I am charging them a month rent fee for storing their container on my property. I am livid they had me on the phone for hours and transferred me from escalations to billing. They also thought it was funny and kept laughing. I explained to every operator that I am recording the call. I want a month storage fee placed on my card for the snow ball affect of inconveniences you guys have caused. I have video of my cars in water and video of my property. I will take this to court if I am not compensated besides NOT charging me a pick up fee. You guys had no choice but to waive it.

  

  Business Response

  Date: 07/22/2024

  We want to apologize to ***************** for the customer experience she received. We understand that understand that during an already difficult and escalated moment, one of our staff members laughed which understandably added to your distress. We are glad that ********************* crew was able to shine a positive light on her move during this situation.
  
  Please know that this behavior is entirely out of line with our values and the standard of service we strive to provide. We are taking the situation seriously and to ensure that it does not happen again. Once again, we are truly sorry for the experience you had, and we greatly appreciate your feedback as we work to improve our service.

• Initial Complaint

  Date:07/15/2024

  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.

  I own two properties across the street. One has a driveway in front of garages which provides easier access to the front of the house and the second property has an empty 25x140 yard/lot that is accessed from the street behind it. We preferred in front of the garages but there was a concern about that space being tall enough because of an overhang so we had the back area as an alternate drop off location told the representative that there were two options for placing the container. The driver called, told us he wouldnt be delivering the container because he was too busy to fit it in front of the garages or drive around to the back of the property. He showed up and again insisted that he was too busy and couldnt deliver the container so he left. We filed a complaint about the driver and the container was supposed to be redelivered a few days later. We waited until 8:50pm on the delivery day and no one had showed up so we called. We were told that the local storage facility had not assigned it to a delivery route. The rep reviewed the two possible drop off locations and confirmed that at least the back yard/lot area met their requirements and rescheduled the delivery for the following day. The next day we get a call telling us that they will only deliver to the street in front of the house with a permit because we are not the owners of the property (we are the owners). We provided the appropriate documentation to show ownership of both properties and the facility manager still refuses to deliver the container and says that he talked to the county and they say we dont own the property. The facility manager will not talk with us directly, he wont provide any contact information or details about where or how he got his information from the county. We have had two different customer service supervisors confirm that the yard/lot area meets their requirements. We think that we are being retaliated against for filing a complaint and requesting a different driver.

  

  Business Response

  Date: 07/23/2024

  We sincerely apologize for the delivery issues and delays our customer has experienced. A team member has been in contact with ********************** to discuss the problems that have occurred. We can confirm that the delivery has been scheduled and we will continue to stay in touch with *******. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21987953
  
  I am rejecting this response because: While the container was eventually delivered the employees continued to retaliate against us and the driver who delivered the container threatened us. When presented with the continued retaliation and threats the company representative made every effort to down play and minimize them and offered an insultingly low compensation amount in consideration of our time and experience.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/29/2024

  We appreciate our customer providing further information and feedback. A team member has attempted to reach ********************** to discuss her experience in greater detail. We hope to speak with her soon.  

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21987953
  
  I am rejecting this response because: A team member did call to let me know that there is nothing further they are willing to do to resolve the situation.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/02/2024

  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.

  We ordered 2 - 16 foot shipping containers on May 7,2024 to be delivered to our home and then shipped to ********* and held in *********, until our home was ready to be moved in to. On June 15th, we scheduled our pods to be delivered to our home. The first was scheduled for June 26th, 2024 and the 2nd for June 28th 2024. Neither Container was shipped and neither arrived at our location. On June 29th, I was finally able to contact and speak to a supervisor, who assured me that both shipping containers, would arrive on July 1, 2024. We changed all our moving plans til July 2, 2024, giving us enough time to have the Pods delivered. The Pods were to be delivered to : 1048 ******* Place because there is a storage area for them. We were then hiring movers to unload the contents and bringing the contents down to our Townhouse unit at ****************************Today, the day the containers were to arrive, we tried to call 1800 PackRat repeatedly, to be sure our containers were still arriving at our home. After 10 attempts to call and speak with someone, I got fed up and posted on ********* warning everyone to never use their services as the entire contents of our home, has been missing for a week, with no resolve. It was only after my post that someone, finally called us back. Her answer to us was " There is no way your containers are coming today, and I have no idea when they will be delivered. But I promise, I will call you back at 3 pm"3 pm came and went with no phone call from Pack Rat, as to when our containers are arriving. We had to cancel our movers and now had to extend our Hotel stay once again, because we no belongings to move in to our new home. Whenever we call, we get a recording saying it will be an hour before we can speak to someone and the most horrible hold music ever.

  

  Business Response

  Date: 07/09/2024

  We sincerely apologize for the delivery delays, poor communication, and the added stress this caused our customer during her move. We can confirm that both units have now been delivered, and a team member has reached out to **************** to discuss her experience. We look forward to completing this move soon. 

• Initial Complaint

  Date:07/01/2024

  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.

  The moving containers were supposed to be picked up on 6/29. I am unable to contact the business to obtain clarifications on why they haven't been picked up yet and the pick-up date keeps changing. It was then rescheduled for today 7/1 and then moved to 7/2 but it may not happen due to issues with the truck. Whenever I call the 1800 number I am told that I need to speak to a different department and every time I am transferred the call gets disconnected.

  

  Business Response

  Date: 07/03/2024

  We are truly sorry for the delays and the lack of communication regarding the rescheduling. A team member has contacted **************** via email to discuss her experience and to confirm that the pickup was completed. 

• Initial Complaint

  Date:07/01/2024

  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.

  I reserved an 8 foot moving container from 1-800-pack-rat for a cross country move from ******* to **. I was quoted 3550 for cost which I was told included the first months storage. Every month there after would be ****** in **. The pod was delivered a day late, which significantly impacted my moving plans. I had to reschedule my movers, and had to miss an important appointment (scheduled months before) in order to accommodate the delivery of the container. I spoke to a supervisor and negotiated a 150 dollar discount on my quoted price due to the inconvenience that occurred. I spent significant time (over an hour) on the phone speaking to multiple representatives to discuss this. I received a lot of push back at the request for monetary compensation.A few days after the pod was delivered I was charged 326 dollars with no indication as to why. This required another phone call to a supervisor and significant time to resolve. Ultimately the charge was reversed and the mistake was acknowledged. I also expressed my frustration with the time and effort involved to remedy mistakes made by pack rat, and further discount was negotiated and applied to my quote, totaling $300 (which is less than 10% of the total cost).My container was scheduled to be picked up on Wednesday, June 26 and I received a text the night prior saying that it would have to be rescheduled to 6/27. I received conflicting information regarding whether or not I had to be present for the pick up of the container. This required yet another phone call to clarify. I was informed that I did not have to be present, and that the pick up of my container would only be delayed by one day. Now it is 4 days past the initial pick up date and I received a text that the container will not be retrieved and in route until tomorrow 7/1. Ultimately I am seeking additional discount for the poor business practices and extreme inconvenience.

  

  Business Response

  Date: 07/03/2024

  We truly apologize for the delays and the added stress this caused our customer. A team member has reached out to Ms. ******** to provide updates on the move and to provide compensation for the problems that have occurred. We hope to have this resolved for our customer as soon as possible. 

• Initial Complaint

  Date:07/01/2024

  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.

  On 6/11/2024 I contacted Pack Rat to deliver my Pod from their facility in ************, ** to my home in *******, **. They requested a 500 deposit which they took over the phone and got everything scheduled. However, on the deliver day (6/22 as promised) my POD never arrived. I called Pack Rat and they informed me that they screwed up and never scheduled the delivery. This has been a huge inconvenience for me and my family with moving into a new house and not having any of our things. It took over an hour to get through to someone on their phone system. I contacted them multiple times and was treated poorly. Their communication at this company is awful. They then charged me over 1500 dollars in advance for my pod shipment and I still have not received my pod. They set up a new delivery date for 6/28 which is today. I just called them and they said that my Pod is still in transit and wont be here today but sometime next week. This is completely unprofessional and unacceptable for a moving company. Every time I call and talk to a new person I get a different answer. They took my money and now keep pushing my dates back or saying it was never scheduled. The escalations department told me they would refund me 400 dollars but after stating I was going to speak to the BBB she said she was removing the refund and no longer refunding me any money. This company is awful and does not care about people having to sit in an empty house waiting on their belongings. I am requesting a full refund due to the extensive wait on my pod, paying for the pod in advance and not receiving it, poor customer service , lack of communication, and hardship this has caused me and my family with waiting for our belongings. They screwed up multiple times and still never delivered my pod. This company has no clue what they are doing and does not care about their customers.

  

  Business Response

  Date: 07/03/2024

  We sincerely apologize for the unexpected rescheduling and delays. It is never our intention to cause any issues or added stress during an already challenging time, and we clearly missed the mark ***** A member of our ********************* has spoken with ******************** to learn more about her experience and to provide compensation for the issues that occurred. We look forward to getting this resolved as soon as possible. 

• Initial Complaint

  Date:07/01/2024

  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 ordered a pack rat pod to be delivered on June 7th picked up on June 15th for a long distance move from ********* ****** to ****************** with an expected delivery date of July 1st. We placed an air tag in the pod and called to enquire about why the pod has not left ******** on June 25th. They told us it has been delayed to July 3rd. In a heated conversation with ************************************* he used unprofessional language and threatened to hold our pod in ********. He said we have no issue holding your stuff. Since then we got notified the pod still hadnt left ******** and it is now expected to be delayed to July 8th. We are concerned our stuff is being intentionally delayed after the heated conversation.

  

  Business Response

  Date: 07/08/2024

  We sincerely apologize for the delays and customer service issues our customer encountered. We can confirm that that ***** unit has now been delivered at his new location. We appreciate ************** speaking with us as we work on getting this resolved as soon as possible.  

• Initial Complaint

  Date:06/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called 1-800-Pack-Rat to get a quote. Was told if I give my Credit card they can hold the price but nothing will be charged unless I decided to use the service. I do not need the service and they charge my card $500.00. When I called they stated that they could only give me $250.00 of it back. I did not sign anything and do not have anything in writing that says that . They said it did not matter.That is what they are doing.

  

  Business Response

  Date: 06/21/2024

  We are deeply sorry for the billing error ************ experienced. We can confirm that the erroneous charge has been refunded, and a team member has contacted ***** to discuss her experience. 

• Initial Complaint

  Date:06/19/2024

  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.

  We hired Packrat to move our belongings from one state to another, about a six hour distance. The first container arrived and was picked up as expected. This is how they get you hooked. We scheduled the delivery of the next container for the following weekend, as we have been traveling between our old location and the new on weekends due to work. We arrived at our departure location to find no container. We called, and a representative informed us that the container had been scheduled for SIX MONTHS later. Who would want that? What sense does that make? So we rescheduled for the next weekend, which in itself was highly inconvenient but overall doable. After loading the second container, it was picked up and we were given an anticipated delivery date for more than TEN DAYS after what we originally expected, due to their own incompetence. Weve called customer service almost daily, and they cant tell us anything. They literally tell us to call back later. Weve been living on the floor of our new home for more than a week, and no one from Packrat can help us at all. They have no remorse for the fact that their employee made an ignorant mistake, and they cant work with us at all in any attempt to fix the issues it caused. This complaint is a desperate attempt to get my toddler and elderly mother off the hardwood floors of our new home, and I hope it can serve as a warning to anyone who is considering utilizing this service. Please rent a truck, the convenience of the containers is NOT worth it, because it is NOT convenient. At the very least, choose PODS. These people shouldnt be in business, and I think we deserve an explanation and a refundnot to mention every last one of our earthly possessions, which theyre currently holding hostage without explanation.

  

  Business Response

  Date: 06/21/2024

  We appreciate ************ taking the time to let us know about this. We are deeply sorry for the delays and the added hardship this caused him and his family during their move. A member of our ********************* has reached out to discuss his experience and confirm that one unit has been delivered and the other is currently in route. We look forward to resolving this as soon as possible. 

• Initial Complaint

  Date:06/18/2024

  Type:Sales and Advertising 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.

  The business agreed to provide long distance moving services (clothing, furniture, and assorted home goods) from ***********, ** to ************, ** on September 1, 2024. The business cancelled the morning of 9/1/24 and rescheduled for 9/8/24. $714.59 in personal emergency funds had to be spent on lodging because of their failure to provide services on the agreed upon date. I was also charged an additional $219 for a storage unit due to this delay.The business delivered approximately two-thirds of the items loaded in ** to the final destination in **. Clothing and furniture items with an estimated value of $9,747.29 were not delivered and these items have not been located since they were placed in the moving shell (which the company acknowledged was damaged). After 6 months of phone and email inquiries, I received a response from the business and was instructed to complete a claim form. I submitted the claim form on 4/22/24. The business responded on 5/3/24 denying liability for the loss.When I inquired what their investigation entailed, I received a series of incoherent replies. The business has since stopped responding to me.Zippy Shell's absolute failure to deliver on their commitment to provide a moving solution and content protection on 9/1/23 has resulted in nearly $11,000 in personal expenses and personal property losses. This figure does not include the $3,916.53 that the business charged for the alleged moving solution and content protection.The flagrantly incompetent and unethical manner in which this business operates is astonishing. I trusted them to fulfill a basic commitment but have instead been left with approximately $15,000 in losses that will take me years to financially recover from.Account #******

  

  Business Response

  Date: 06/25/2024

  1-800-Pack-Rat Zippy Shell sincerely apologizes for the customers experience. Our corporate claims department was contacted regarding the customers complaint. Their team advised a thorough investigation was conducted and it was determined there was not enough evidence to support the items became missing as a result of our staff. 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 *********************************.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21866532
  
  I am rejecting this response because: no evidence of the alleged thorough investigation has been produced, leaving me with no reason to believe an investigation even occurred. Liability for the loss also isnt limited to staff given that I was provided with a shipping container that the company itself acknowledged was broken. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/28/2024

  1-800-Pack-Rat Zippy Shell sincerely apologizes for the customers experience. Our corporate claims department was contacted regarding the customers complaint. Their team advised that a thorough investigation was conducted and that there was not enough evidence to support that our direct staff were at fault for this missing property.  It was also confirmed there were no signs of forced entry into the customers unit and no other reports of theft or break-ins at any of the contact facilities. The claim was denied due to the lack of evidence found to support the contents went missing while in our possession. 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 *********************************.