Business Profilefor1-800-PACK-RAT, LLC

The container itself was great and the delivery and pickup was on time and professional. There is a lack of transparency on fees that are added on for a variety of reasons. We received a quote and setup an account. Prior to scheduling delivery, we called to change the size of the container and got a revised quote. Buried in the accounting, we found a "change fee" of $25 that we were not told about beforehand. I called and customer assistance agreed to reverse that charge. Later when we called to schedule pickup for the next day, we were told there would be a $50"next day" fee. However, we could have scheduled it at NO charge in our account on their app, as it showed that date as being Available at no charge. I explained that to customer assistance and a supervisor called back and did a "one time" refund of that fee. These fees seem unecessary/questionable and are not as transparent to the customer upfront as they should be...not burying them in the multi-page contract. Their "Chat" option was Outstanding, during the times it was up. Much better than the long wait times for the 800 #.

We appreciate our customer taking the time to leave detailed feedback as we are always working to improve. We apologize for the billing issues and poor communication he encountered, but we are thrilled to see the rest of the move went well. A team member has contacted ****************** to discuss his experience in greater depth.