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

  1901 Treygan Rd Ste 190 Garner, NC 27529-5353

  
• 

  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:07/28/2025

  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.

  I was charged an additional ****** without my approval. My payment history has disappeared from the re website and return calls are being ignored

  

  Business Response

  Date: 07/29/2025

  The customer accepted a refund for the charge listed. He was notified of the adjustment and confirmed satisfaction with the resolution. Our team works hard to provide customers with the best support possible and we apologize that this wasnt your experience. We hope that one day, we will have the opportunity to provide a better, more secure customer service experience.
  
  

• Initial Complaint

  Date:07/21/2025

  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 am writing to express my frustration with several aspects of your service and to offer constructive suggestions that could benefit both your customers and your business operations.Current Service Issues Despite your claims of "unmatched customer service," my experience has been far from satisfactory. I have encountered several significant problems:Extended *********** It takes hours to reach customer service to schedule container drop-offs. This creates the perception that you prefer customers to avoid retrieving their belongings, thereby extending storage rental periods and increasing revenue at our expense.Poor Container Tracking: Throughout my time as a customer, I was never able to determine the location of my container. This lack of transparency made it impossible to plan for retrieval and added unnecessary stress to an already difficult situation. It's particularly frustrating that your sister company Zippy Shell offers tracking for car delivery, yet you haven't implemented this basic feature for container delivery - a service that costs significantly more and involves customers' entire households of belongings.Inefficient Billing Resolution: When erroneous fees appeared on my bill, your agents could only "put in a request" rather than process corrections directly. This forces customers to make additional calls to follow up, prolonging resolution and increasing your cost per call - the opposite of efficient customer service. The cynic in me wonders if this is intentional, hoping customers will simply forget about disputed charges rather than endure more hours on ************** Impact: I have paid over $6,000 in storage fees, which has caused me significant financial hardship. The cost of container delivery is approximately half of what I've already paid in storage fees.Requests A 50% refund in the delivery charge which is $1500. I got a call from someone who refunded the incidental fees but completely ignored everything else I had emailed

  

  Business Response

  Date: 07/22/2025

  ********, we deeply apologize for the issues you experienced during your move. Thank you for taking the time to speak with a member of our team so that we could discuss the events that transpired during your move and provide adequate compensation for your experience. You will see the refund amount back on your card within 3-5 business days. Please let us know if there is anything further that we can do to assist.
  
  

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23628320
  
  I am rejecting this response because: I don't understand the response in terms of what is being refunded, because I never paid for the fee's waived.  Please and Thank You... I just want to understand what is being refunded and where before I hit accept if you can provide more detail. I appreciate anything and all you did.  Have no problem accepting it I'm a why person and can't accept something I don't understand.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 07/28/2025

  *********, thank you for reaching out, we completely understand your need for clarity. An email has been sent explaining that no refund is being processed, as the waived fees were preventative and not previously paid. 

• Initial Complaint

  Date:07/21/2025

  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.

  I had a stroke, which put me behind on my bill I addressed this and ask them to work with me, I was attempting to get a loan so I could get my bill up to date but instead they were rude and put all my personal stuff for auction everything I own as a disabled Handicap person, everything I own , my safes with personal stuff, my expensive glass, collector items, furniture, medication pumps, bed , multiple items and they had no heart to work with me but be rude and not understanding and lost over *********, which I can't be replaced, and I need help into this matter please.

  

  Business Response

  Date: 07/22/2025

  *******, thank you for taking the time to bring this issue to our attention. We apologize for the experience you received during your move with us. We have made our billing team aware of this issue, and they will be working with you in order to resolve this issue. Thank you 
  
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23624620
  
  I am rejecting this response because:

  I told them I'm working on a loan been in touch with them but they have done nothing to work with us still claiming they are auction our stuff, I'm 64 years old got behind do having a stroke and I'm not avoiding taken care of this but they not giving us time to get things fix, they truly don't care, I'm losing everything I own, safes with personal documents that someone can do identify theft on us, medications, medical pumps, multiple other things, 2 urns and yet you think they give us time, but they are not, I'm on a fix income, disabled Handicap person, and not one person could try help us at this company but got no problem auction my stuff instead trying help us fix this issues
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/29/2025

  Were truly sorry to hear about the difficulties Mr. ******* has been facing and understand this is a very challenging time. Billing reached out in March with an offer to set up a payment plan, but to date, we have not received proof of funds or confirmation to proceed. Without that, and given the time that has passed, there are no further options available to delay the process. We recognize the personal nature of the items involved and empathize with your concerns. However, we must follow the policies and procedures in place. We hope that one day, we will have the opportunity to provide a better, more secure customer service experience.
  
  

• Initial Complaint

  Date:07/15/2025

  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.

  AGAIN, we were to have a pod delivered to our home today and it was not delivered. This is now the SECOND time we have had this experience this Summer. There has been NO communication about where our pod is. We went through the EXACT same experience in June when we had our first pod promised delivery and it showed up 7 days later than they told us. The hold times on customer service sometimes range between 45 minutes to 1 and half hours. Where is our pod and when will it be delivered?

  

  Business Response

  Date: 07/22/2025

  We sincerely apologize for the repeated delays and lack of communication regarding ******** delivery. Due to issues at our facility, ******** unit is now scheduled for the next soonest available date, and weve waived the next monthly rental, and additional compensation will be offered once the delivery is completed. We understand ******** frustration and we are working to improve our service and communication moving forward. We hope to resolve this issue soon. 
  
  

  Customer Answer

  Date: 07/23/2025

   
  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:07/14/2025

  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.

  Service Issues Business Name: 1-800-PACK-RAT (P-rat)06/04/2025 Location: **********, ********************* I hired P-rat for storage and moving services. The experience was frustrating and costly due to repeated service failures:Pickup was delayed by 6days. I requested a 6/17 pickup, was told it would occur 6/19, but it was retrieved until 6/24. This delayed my home listing and disrupted my moving schedule.Drop-off in ***********, ** was also delayed. Requested 6/09 but told no. I paid $50 extra for an 8am delivery on 6/10. No call/show, and delivery finally happened around 5 p.m. on 6/11. This impacted coordination with their affiliate, Hire A Helper, who then tried to charge me a $350 rescheduling fee even though their crew was no show. When I pushed back, they offered to lower the fee. I declined, as unloading was included in my PACK-RAT contract.We ended up unloading most of the contents ourselves. Movers came the next day, worked for an hour, then texted me requesting payment. I had to call Hire A Helper and reference my contract to resolve the issue. Completely unprofessional.I couldnt schedule pickup via the P-rat website. Requiring hours on hold over several days to sort.Pickup was delayed another five days, interfering with planned construction. With a single-lane driveway, the *** blocked subcontractor access, causing further delays and cost.The only helpful contact was *****, a supervisor who waived the $50 early delivery fee and gave me a $500 credit. She was supportive but lacked control over local operations. Her efforts were appreciated but didnt cover the financial impact:Missed opportunity to list my home before July 4 ****** and dining expenses while waiting (receipts available)Delayed hot water heater install, fence (for five dogs), and framing work for a family bedroomcosts still accruing Desired Outcome:Refund for services not rendered as contracted (including delays and improper handling of delivery/unloading)

  

  Business Response

  Date: 07/22/2025

  *********, thank you for taking the time to share your feedback. Our team works hard to provide customers with the best support possible, and we apologize that this wasnt your experience. Thank you for taking the time to speak with a member of our Team so that we could discuss the events that transpired during your move and provide adequate compensation for your experience. We hope that one day, we will have the opportunity to provide a better, more secure customer service experience.
  
  

• Initial Complaint

  Date:07/09/2025

  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 hired 1-800-pack-rat to move belongings in container from *********, ** to **********, **. The pick up date in ********* was scheduled to ensure belongings would be available in ** location 6/19/25. When I booked the delivery, the agent informed me they would not be able to deliver to the address of residence due to degree of incline of street. So the delivery was scheduled to their facility in *********, **. The plan is for me to rent a van to pick up contents from facility. So far so good...I purchased roundtrip flight, rented a van, arranged for care for elderly parent, arranged work schedule all based on this scheduled date of 6/19/25. On the evening of 6/18/25 a representative notified me that there is a delay and my container would not be delivered to ********* until 6/25 and would not be available for me to pick up until 7/2/25. They notified me of this on the night before the scheduled pick up time! I had already flown to ********** and rented van. The representative informed me that once my delivery has arrived, I can call ************** and speak to them about compensation. He assured me also no additional costs to me.Very difficult to get through to a human at the number provided. On 6/30 after being on hold 50 minutes I was able to schedule my "terminal unload" from ********* facility for 7/23/25. On 7/8/23 my credit card was charged an additional $318.67. This is after I was informed no additional charges to me. I called again **************, no human available, I then waited 1.5 hours for a "call back", couldn't wait any longer, then emailed the supervisor whom I corresponded earlier. It is now 7/9/25, I have not received a response from my email. Had they notified me of their delay sooner, I could have changed my initial flight and van rental plans. They waited until night before, now I had to again make arrangements for flight, van, care for parent, work schedule. This matters. The disputed amount is the total amount.

  

  Business Response

  Date: 07/16/2025

  ******, we deeply apologize for the issues you experienced during your move. Thank you for taking the time to speak with a member of our Resolution Team so that we could discuss the events that transpired during your move, and provide adequate compensation for your experience. Please let us know if there is anything further that we can do to assist 
  
  

  Customer Answer

  Date: 07/17/2025

   
  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:07/07/2025

  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.

  Im beyond frustrated with 1-800-Pack-Rat, which is refusing to deliver my storage container despite confirming a delivery date and accepting ********** October 2023, I was notified Pack-Rat had acquired *********, my storage company, which stored my container at ********************************. After the takeover, they closed the ******** facility and moved my unit to *********, ** (42 miles away). Since then, *** paid $254.74/mo.On June 9, 2025, I scheduled redelivery to ************************* for June 26, with pickup on June 27to avoid July storage fees. They confirmed this. I paid $78 to Extra Space Storage to reserve a unit and cleared my schedule. I was told Id receive a one-hour courtesy call before delivery.On June 26, no one arrived or called. At 3pm, I called customer service and was told delivery was still on. At 5pm, I called again and was told the delivery would not happen and that a *** would follow up to reschedule.Instead, on June 29, a *** called and claimed the company doesnt do deliveries over 800 miles. I corrected him: this move is under 50 miles and within the same borough the unit was picked up from. After placing me on hold, the *** returned and said they would not deliver and that Id need to retrieve my belongings myselfcontradicting both their contract and advertising.We deliver your container to your next locationYou dont have to do any unnecessary drivingGuaranteed delivery time windowsWe bring the moving and storage to youTheyve accepted payment, refused service, and left me without access to my propertywhile continuing to bill. This is unacceptable.I request that Pack-Rat:Redeliver my container to a ******** facility at their expense Reimburse $78 paid to Extra Space Storage Compensate $400 for June 26 and $400 for time off for rescheduled delivery Waive all charges after June 30, including July delivery fees OR compensate $3,478 for the estimated value of my belongings, missed work, and storage fee

  

  Business Response

  Date: 07/14/2025

  *****, thank you for taking the time to share your experience with us. We deeply apologize for any miscommunications that you may have experienced. Thank you for speaking to a member of our Resolution Team so that we could gain more insight into the situation. Your feedback is greatly appreciated, and we are happy to know that we could deliver your unit to you. 
  
  

• Initial Complaint

  Date:07/07/2025

  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 scheduled a pick up of the containers for 1 July. It is 5 July & the container is still here. I have called everyday & asked for it to be picked up. I was well pick it up when we get to it. I live in a subdivision with a HOA & now getting warning notices from my HOA. Pack Rat is being unresponsive. This is costing me hours of my time to resolve. I would like the container picked up & compensation for my time.

  

  Business Response

  Date: 07/14/2025

  ******, thank you for taking the time to share your experience with us. We deeply apologize for any miscommunications that you may have experienced. We hope that one day you may allow us opportunity to provide a different experience. 
  
  

• Initial Complaint

  Date:07/03/2025

  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.

  On June 19, 2025, I engaged 1-800-Packrat for a portable storage unit. The initial delivery proceeded smoothly, and I loaded my belongings. Crucially, the pickup of the loaded pod was scheduled for June 30, 2025. This date was non-negotiable, aligning closely with my real estate closing timeline However, the promised pickup on June 30, 2025, did not occur. Instead, I received an unexpected voicemail from Packrat, notifying me of an initial delay. While frustrating, I acknowledged this first change.The situation escalated on July 1, 2025. I received direct notification from *****, identified as the Operations Manager for the Boston/******** ******, confirming yet another rescheduling of my pickup to July 2, 2025. This second, consecutive delay, coming directly from local management, was concerning, but I maintained hope for an imminent resolution.Despite these assurances, the pod remained in my driveway throughout July 2, 2025. With no further communication from 1-800-Packrat by the morning of July 2, 2025, and my anxiety mounting due to the critical nature of the situation, I proactively messaged Jaice at 11:31 AM. My message respectfully requested a follow-up or at least a specific time window for the overdue pickup. It is absolutely imperative to note that this message was read by Jaice, indicating full awareness of my pressing inquiry, yet no response, update, or acknowledgment was *********** a desperate attempt to obtain concrete information and finally resolve this escalating issue, I then resorted to calling the main 1-800-Packrat customer service line at 2:30 PM on July 2, 2025, remaining on hold for 45 minutes until 3:15 PM before finally speaking with a representative. I was vaguely advised that my pickup was still tentatively on the schedule for between 6:00 PM and 10:00 PM on July 2, 2025. As of July 3, 2025, the pod remains in the driveway of the property with no *** for pick-up. Threatening the contents due to humidity and sale of my home.

  

  Business Response

  Date: 07/15/2025

  ******,thank you for taking the time to share your feedback. Our team works hard to provide customers with the best support possible, and we apologize that this wasnt your experience. We hope that one day, we will have the opportunity to provide a better, more secure customer service experience.
  
  

• Initial Complaint

  Date:07/02/2025

  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 July 1, 2025 I called PackRat to pay for my storage and transportation costs. I called around 3:00pm the recording indicated that I would be on hold for more than 10 minutes. It indicated that I could receive a call back saving my place in order of the call. The callback came 57 minutes later when I was in a meeting unable to take the call. I called again at 5:02pm in which the recording indicated that I would be on hold for more than 20 minutes. It indicated that I could receive a call back saving my place in order of the call. I called again at at 6:22pm I spoke with ***** who had earlier transferred me to the transportation department. I decided to wait on hold due to the issues with the system time calling me back. Unfortunately, I received a call back while on hold waiting for an agent, when I clicked over the call. It was too late to speak with anyone as the call had disconnected. I have been on hold since calling at 6:22pm. I have now been on hold ***************************************** to pay $351.87 on the next business day despite me attempting on several occasions to complete my transaction. This is unacceptable and the worst customer service that I have ever received. I do not expect to pay a storage fee when the customer service was poor. I am required to pay $2973.59 to relocate my belongings which have been in storage for a long period of time. I need to receive my items as soon as possible. I have now been on the phone on hold for for two hours and 40 minutes. I will continue to hold on until I speak with someone to clear up this matter. But it looks as if no one plans to answer. I remained on hold for over 3 hours in which the call disconnected on its own. I called again the time now was 9:30pm in which the system indicated that I would be on hold for more than 20 minutes. I selected the call back feature, I confirmed my phone number in the system. I was then disconnected.

  

  Business Response

  Date: 07/14/2025

  *****, we apologize for the issues you experienced. Thank you for speaking to a member of our Resolution Team so that we could rectify this issue and gain more insight into the situation. Your feedback is greatly appreciated, and we hope to resolve this issue with you soon. 
  
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23545855
  
  I am rejecting this response because: I have not spoken to the person to discuss resolution yet.  I have no direct way to contact her.  I am hard of hearing in one ear and deaf in the other.  I dont hear the phone and miss calls at times.  I use a caption service to support phone calls with others. I want to speak to the dispute resolution representative to discuss.  Please provide a phone number for her that I can call.  Otherwise, if she can email me a date and time to expect her call that works best.  Because its hard sitting around waiting for a callback without an appointment or a direct contact number for that person.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/16/2025

   *****, we deeply apologize for the issues you experienced during your move. Thank you for taking the time to speak with a member of our Team so that we could discuss the events that transpired during your move, and provide adequate compensation for your experience. Please let us know if there is anything further that we can do to assist