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
- 416 total complaints in the last 3 years.
- 99 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This was a bad idea. I should have done some research but I was grieving my recently deceased dad and the man on the phone promised things and I in my vulnerable state believed him. They have overcharged me a few times, won't explain what they are billing me for, have yet to reverse the extra charges they pulled a week ago, charge rent for when they are moving your items and you can't access them and you are paying for the transit at that point. Take a deposit but don't explain what it is for, tack on randomly (although they do take it off when you point out that wasn't in the quote, they still do it, which is shady) AND you can't locate your container once they pick it up. My items were picked up almost 2 weeks ago, I wonder if they will ever show up.
Business Response
Date: 06/21/2024
We deeply apologize for the delays and miscommunications our customer encountered and for the added stressed this caused her during an already difficult time. A team member has reached out to speak with ************************** to discuss her experience and to provide updates on the container's location. We hope to have this resolved for her as soon as possible.Customer Answer
Date: 07/23/2024
Complaint: 21863846
I am rejecting this response because:There have been so many problems with my experience with PackRat. I was quoted at $5754, although no written quote was ever sent. I was told that I would not be charged until the container was in **********. I was also told the first month was free. None of that true, I was charged when I called for delivery. Some charges had never been mentioned, a next-day day fee, which it was not next day but 2 days later, a fuel which was not mentioned in quote, and a lock key, they did not give me a lock. They only waived the fuel fee Then I had to find out they had not honored the "free first month" and argue for that. They refunded money to me, but it was NOT the first month free, it was a double charge as they had used two different accounts. I order service on 04/07/24 Container delivered 04/09/24 First Rent Charge: 04/12/24 I had not even had the service for a full month $421.98 Second Rent Charge: 05/11/24 $421.98 Third Rent Charge: 06/10/24 Charged twice in two different accounts $421.98 times two, one was returned to the credit card. Transportation cost 06/10/24 $5820 No contact about truck sched. Called and found out it was there. Made arrangements to have it delivered. They could not deliver until June 26th. My sons took time off to help me unload, truck never showed. I heard nothing from them until evening. They said they would be there the next day. I hired people for $400. Truck did not show until after 7 the following day, which was a hassle for the storage unit manager as she was off. And again there was no real contact from PR. There were more issues, the main thing is, that there was a problem every step of the way. I offered to accept half of what I paid back, I was told I was lucky to get the refund I had gotten, which was not a refund but an overcharge. I never got a free month. They owe for the lock and next day fee as well. They offered $671.98 I refused as it barely covers the amount they overcharged.
Sincerely,
*******************************Business Response
Date: 07/24/2024
Ive been in constant email with **** from 6/18/2024 until 7/19/2024. Ive attempted multiple times to set up a phone call so we can speak directly. She advised me that she did not want phone calls but only written communication from me so that she can keep a written record. Customer no longer wants to speak with me as we are remaining firm with the final amount offered of ($671.98)
First month rental was charged in error and refunded. And her Fuel subsidy was waived. All rentals starting at 5/8/2024 were indeed valid. She did not have two active orders. Her delivery was delayed by one day, and the unit was delivered outside of the *** provided. She has been advised that eta is subject to change, and the driver gave the courtesy call to the storge facility. (as requested) prior to arrival. She refused the final compensation offer ($671.98 )and declined to sign the settlement agreement. A itemized invoice has been provided. No more comp will be offered for this customer.
Please be advised that there is no further compensation that will be offered, and the customer is refusing to accept. We have done our best to satisfy this customer and have gone over the allotted compensation amount that needs to be given for this situation.
***********************
Mon-Fri 8AM-4:30PM EST.
Social Media Coordinator
1-800-PACK-RAT | Zippy Shell
*************************************************
***********, ** 27587
Initial Complaint
Date:06/14/2024
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 have a pod filled with family members belongings. The pod was picked up in ****************** ** after parents passed approx 8-9 years ago. We have been contacting the pod company to have it delivered for 3 weeks, multiple phone calls and thousands upon thousands of dollars spent on maintenance of this pod. They have returned not ONE phone call after they reported they will. We are looking to have to pod moved approx ************************************************************ *********** and no information from the company has been provided.Business Response
Date: 06/18/2024
We apologize for the delays and lack of communication our customer experienced. We appreciate ****************** letting us know about these issues. A team member has reached out to give ***** updates on the delivery, as well as the scheduled delivery dates. We hope to have this resolved as soon as possible.Initial Complaint
Date:06/14/2024
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.
***** Packrat refused to deliver my storage unit even though that was part of the ***** dollars I paid for a cross country move. ON TOP OF THAT, I had to hire a moving company to go get the furniture and unload the pod from their distribution center. They claimed they were unable to drive the pod into the parking spaces of my apartment building. Which is confusing considering all of my neighbors had their pods delivered here as well. So why is my situation different. My pod is even smaller than the ones delivered. Extremely disappointed. You pay thousands just for the driver to refuse to deliver.Business Response
Date: 06/18/2024
We are deeply sorry for the delivery issues and the problems this caused our customer during her move. We can confirm that a team member was able to speak with **************** to discuss her move and compensation for the problems that occurred. We hope to have this resolved as soon as possible.Initial Complaint
Date:06/11/2024
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 scheduled a long distance move with PackRat from ********** DE to **********, **. The issues began when I could not get my things delivered. Initially the delivery was for June 5, 2024. I was told the forklift broke. ( so you are a **************** and you only have one forklift? ). Next delivery was scheduled for June 10, 2024. I called and called. I was told the forklift scenario about 4 times before I complained someone called me the previous Friday to say the forklift issue was resolved and delivery would be Monday. Monday comes and I am told the driver was stuck in traffic. Really? And the driver could not call and tell someone?? This is unacceptable. I need to be compensated for the stress this has caused, not to mention time from work!Business Response
Date: 06/17/2024
We appreciate ******************** alerting us to these issues. We are truly sorry for the delays and the problems this caused her. A team member has reached out to speak with ****** and to go over the compensation amount. We hope to have this resolved as soon as possible.Initial Complaint
Date:05/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 23, 2024, at approximately 12:58 PM, we received a call from the driver of Pack Rats, ************, informing us that the truck broke down and they did not know when they will be able to fix it. It took them that long to notify us that there was a problem. I spoke with ************ at approximately 1:00 PM, in Pack Rat resolution department and she said that the only thing she could do was waive the relocation fee of $140. I asked her if they had another truck because we needed to be out of our other home and she stated they only had 1 truck. It is hard to believe 1 truck for an entire company. We hired helpers from Hire a Helper l, whom Pack Rat is partnered with and were charged a cancellation fee of $170 because we had to cancel the movers that were going to unload the Pod. I called the resolution department back at approximately 1:45 PM and spoke to *******. I informed her that I had to pay an extra $170 for Hire a Helper cancellation fee. She apologized and said that there was nothing they could do and that they already waived the relocation fee. I asked to speak to the manager and she said there was no one I could speak to. I asked for the CEO's information and she would not provide me the information. Basically, I am not getting anything in return and paying more for their mess up. They refuse to help me and I still don't know when the Pod will get here. I need to be out of my home, not to mention I had to take off of work from a job I just started.Business Response
Date: 05/28/2024
We apologize for the delays and the problems this caused with our customer's scheduled movers. A team member was able to speak with ******************** to discuss her experience and provide compensation for the issues that occurred. We appreciate the feedback as we are always striving to improve our services.Initial Complaint
Date:05/21/2024
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 purchased a moving pod through Zippy Shell/ ***** Pack Rat and it was supposed to be delivered on the 14th of May. It didnt show up for two days with very little communication. It then was supposed to be picked up on the 17th, I waited all day, called twice to ensure they were coming and they never came. I contacted them once again and they said they were going to get it picked up on the 18th, never came.They were supposed to come pick it up today, May 20th and I get a phone call that they cant pick it up because of the way it was delivered which it was delivered by the same company so Im not sure what the problem is.Business Response
Date: 05/28/2024
We apologize for the delays that have occurred throughout our customer's move so far. The container is in transit, and we have scheduled the delivery with the customer. We appreciate ********************** taking the time to speak with us as we work to get this resolved as soon as possible.Initial Complaint
Date:05/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 3, 2024, I contacted Rat Pack Moving and Storage as I am pricing moving companies for an upcoming move. Having explained my move to a Representative (*******) I was given a quote and asked for a credit card. I was told I could cancel at any time up to 7 days prior to moving, in September 2024.I contacted several other companies and chose another.On May 6, I called Pack Rat to cancel. After 5 calls and being routed to the cancellation department 3 different times and waiting for over 25 minutes, I was connected to the cancellation person . He took my info and stated he would email me the cancellation that day. I have not received the cancellation and fear that this is a tactic to eventually change my card.Quote ID. *******Business Response
Date: 05/08/2024
We are truly sorry for the difficulty our customer during the cancellation process. We can confirm that ************************ move has been fully cancelled with no fees. A team member has spoken with **** to discuss the issues he experienced and to confirm the cancellationInitial Complaint
Date:05/06/2024
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.
The location in ************ ******* illegally stole my pod and did not follow up notification protocol then lied about putting it on their auction which they did not do according to the company they use. I sent complaints to the legal department and they did not reply and literally blocked my email address after a few attempts. I have asked for corporate information and the woman ******************************* claims she wears all the hats and refuse to provide me with any information I don't know who I can turn to besides a lawyer. I was toldcthat I would be able to pick up my personal items and they refusing contact. My lifexwas in the *** lately my credit account along side my emails have been tampered with and it could possibly be due to everything I own in the pod. Can you help me to reach out to the actual owners?Business Response
Date: 05/08/2024
We appreciate our customer taking the time to leave detailed feedback regarding her experience. Our legal team has been made aware of the situation and will be following up with ****************.Initial Complaint
Date:05/01/2024
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.
We hired Zippy Shell to provide moving and storage for our move from ** to **. They inexplicably failed to initiate the transport of our items for several weeks, resulting in us living on the floor out of a few suitcases for more than a month.Then, when the items finally arrived in **, we were informed shortly thereafter that our items could not, in fact, be stored in ** in a suitable manner, requiring additional time and expense from us to add a step to our move of finding a local storage unit, and then, eventually, having to hire a truck and laborers to reload our items, and then unload them. An additional re-load and unload.Then, after we were informed that they could not store our items for an additional month, we were charged for that full month anyway. This is why we are filing the complaint. We are seeking reimbursement of the final month's storage fee of $219.00.Our entire experience with this company has been a nightmare. I can't express how many times I've had to call them, how many hours have been spent on the phone trying to work out errors, etc.I also believe that they have muted or blacklisted my phone number, as I have been unable at times to get through to them from my phone, while I have been able to connect immediately from my wife's phone.This company is not serving its customers in anything approaching a competent manner.Business Response
Date: 05/01/2024
We appreciate our customer letting us know about the issues he experienced during his recent move. We deeply apologize for the delays and billing issues. A team member was able to reach **************** to learn more about his experience and to provide a refund for the billing issue.Customer Answer
Date: 05/01/2024
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:03/27/2024
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.
Back in the fall of 2023 September I rented storage container unit #****** from this company I paid the rental agreement which included insurance I was told to protect the container outside and my belongings inside, made payments on time each month for about four months. From September thru December 2024 until I had the company to deliver the container unit#****** with my stuff inside to retrieve my belongings in December 2023 I unloaded the container and notice some of my stuff was damaged a mower and a wooden credenza I took, pictures and contacted the company and was later told it was not their fault. But was the fault of my own or I intentionally damaged my belongings!! Now I paid this company in good faith each month as per the agreement as a honest dealing!! All I'm asking is that they help make things right!! Not anything more just let's make things correct. Thanks for your help. Thanks Again!Business Response
Date: 04/04/2024
1-800-Packrat apologizes for your experience. The **************** 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 considered to be 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 **************** department directly at ************** or by emailing *********************************Customer Answer
Date: 04/04/2024
Complaint: 21490238
I am rejecting this response because:
Sincerely,
***********************Customer Answer
Date: 04/05/2024
Complaint: 21490238
I am rejecting this response because: I have tried to work with this company about meeting me half way on the repairs of my damage belongings. I got no response from them!!I'm willing to listen to what they have to say.
Sincerely,
***********************Business Response
Date: 04/12/2024
1-800-Pack-Rat Zippy Shell sincerely apologizes for the customers experience. Our **************** 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 damages incurred were as a result of a faulty container. 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 considered to be normal shifting and improper packing. For this reason, the company cannot accept liability for the damages incurred. However, we would like to offer you a customer service credit in the amount of $500.00 Please complete the e-sign as soon as possible.
If there are additional questions/concerns, we request the customer to contact our **************** department directly at ************** or by emailing *********************************.Customer Answer
Date: 04/12/2024
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 and Thanks,
***********************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.