Complaintsfor1-800-PACK-RAT, LLC

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  04/04/2024

   
  Complaint: 21490238
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  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

  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 response

  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,
  ***********************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We called requesting a quote only. They asked for a credit card to hold the rate and said we could cancel up to 8 days seeing as we needed other quotes. We told them we found a different provider of services. They proceeded to charge my card 2400 as a down payment. We cannot afford the other moving company who we have an actual contract with. We are in serious financial distress and have no money to even get a Uhal.

  Customer response

  03/25/2024

  I have to reschedule our move past our closing date because we do not have the funds to cover the move we OFFIALLY scheduled.  This will cost us cancelation fee, expedited fee (tbd) and money off our closing of the house (will be determined once closing procedures are completed.) 

  

  Business response

  03/26/2024

  We are truly sorry for the billing errors and the added stress this has caused ******************* during his move. We can confirm that the full refund has been processed as of 3/25.  A team member has spoken to ******* to inform him that he should see the amount back on his card within 3-4 business days. 

  Customer response

  03/26/2024

   
  Complaint: 21482962
  
  I am rejecting this response because: it will cost me thousands and potentially risk my closing date.  A refund won't cover damages associated with this "clerical error"
  
  Sincerely,
  
  *******************************

  

  Business response

  03/28/2024

  We appreciate the additional feedback ******************** has provided our team. We take all feedback seriously as we are constantly working to improve our services. It is always our intention to provide a seamless move for our customers, and we regret that we missed the mark ***********

• Initial Complaint

  03/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have had a box stored with packrat for 4 months now. On the website it said $89 due at delivery. I spoke to someone at packrat on 3/13 regarding how much I would be charged to deliver my box. They said $89. I set up a delivery date for 3/14/24. I spoke to a customer service rep who now said it would be $125 to drop off my unit and $212 to pick it up. I said ok. Today 3/13 I reached back out to customer service because the amounts didn't make sense. I chatted online with ******. She gave me the reason for the totals. I told her I was thinking about cancelling the delivery and send it to a different address closer instead. I told her I would think about it for a bit and then reach back out. I reached back out to ****** about 20 minutes later. I asked her for a quote on how much it would be to deliver it to a new address. She said it would be only the $89 delivery charge. I told her thanks I would reach back out again in a few hours. I started doing to math and realized it was cheaper to get my things from the storage facility with my own uhual. I called in to speak with a live person to set that up. The live person said it was free to come to the facility to *****************. I said great. She then said there was a balance of $71 that was on the account due to a delivery already being set up on the account for the new address. I told her that was incorrect I never agreed to the new delivery I was just asking about a quote. We were incorrectly charged for an order I never agreed to. All of this information should have been documented in my live online chat through the pack rat website. Please have packrat go back and look it up.

  

  Business response

  03/15/2024

  We sincerely apologize for the confusion surrounding the charges on our customer's account. A team member had the opportunity to speak with Ms. ******* to discuss the charges and the remaining balance. We appreciate the feedback she provided our team as we are always working to improve. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I started working with 1-800-PACK-RAT in December of 2020. I paid around $4,000 to have the pod shipped to ******, ** but my move fell through. In February of 2022 I paid another $3,400 to have the pod shipped back to *******, **. They did not ship it back and when I call they couldn't figure out where my pod was. They assured me they would rush getting it to me from ***** and it was supposed to be delivered March 8th. They did not deliver my pod. I have had to pay cancellation fees for movers and have paid pack rat over $20,000 total and still don't have my belongings

  

  Business response

  03/13/2024

  We sincerely apologize for the delays and billing issues our customer encountered.We can confirm that the container has been delivered and team member has spoken with **** to discuss the issues that occurred and to provide compensation. Thank you 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dealing with Pack Rat was a very good experience up until my when me container was supposed to be delivered to my new house. The original drop off on 2/20/24 at my address in ** and then pick up on 2/26/24 went just fine. However, I received a call from pack rat on 3/4/24 stating that my container has been delayed. They told me that the driver that was supposed to drive my container down to ******* bailed out of the job at the very last min. My container was suppose to leave the storage facility in ******** ** on 2/27 and I was not notified of this issue until 3/4. It has been over a week and Pack rat still can't find a driver to drive my container down to my new home in *******. How does this company not have a backup plan in place for when this stuff happens? I've called in to the support line for the past 4 days and have been very calm with them as I understand it does no good yelling at a customer service rep for something that is not their fault but there is still no improvement on them finding a driver. I was under the impression that Pack rat moved their own containers then find out that they actually source a 3rd party moving company to do it. How does this company not have a back up plan for when drivers back out last minute or use a handful of 3rd party companies to do this job??? Our container was supposed to arrive at the new address on 3/7/24 and they have no idea now when it will even leave ** to get down to **. Everything I own is in the container and my wife and I are sitting down here now waiting on a undetermined time of when our belongings will arrive at our new home, this is unacceptable. The only reason why I went with Pack Rat was because of the rate they gave me, at this point I feel like I should have just gone with PODS or a different moving company. This issue needs to be resolved ASAP!

  

  Business response

  03/12/2024

  We sincerely apologize for the continued delays our customer has experienced. Our team works hard to provide a seamless and stress-free move, and we are truly sorry this was not Mr. ******* experience. A team member has stayed in contact with ******* to provide updates on his move. We look forward to having this resolved as soon as possible. 

  Customer response

  03/12/2024

   
  Complaint: 21398173
  
  I am rejecting this response because: I was told that my unit would be arriving to the ***** facility on 3/11 and was scheduled to have it delivered to my address on 3/12.  As of now this is not happening since there has been another delay, and was told that the unit will now be arriving today (3/12) to the ***** facility later this afternoon.  I do not understand who you guys can't give me an exact timeline on when my container will be arriving to your facility.  I made arraignments for 3/12 to be available at the house for the container drop off which I have wasted time doing.  In today's world you guys should have many resources in order to properly track these shipments instead of leaving me here guessing.  Now, even if my unit arrives today at the ***** facility it wont be able to be delivered till 3/14 because the facility is closed on Wednesdays.  This has been a nightmare of an experience with your company 
  
  Sincerely,
  
  *****************************

  

  Business response

  03/15/2024

  *******, we apologize for the issues you are experiencing.We appreciate your willingness to discuss the situation in more depth with a member of our team.  Your feedback is greatly appreciated, and we hope to resolve this issue with you soon.

  Customer response

  03/18/2024

   
  Complaint: 21398173
  
  I am rejecting this response because:  Your company keeps feeding me scripted responses which do not help!  I'm getting better information from one of you facility managers, I was told the the driver quit on the job and took my container along with others to *********** and whatever carrier you guys used needs to be reported as well.  We are ******************************************************************************** when my belongings will be at the ***** facility.  I was told that another driver was found and my container was supposed to arrive in ******* by Saturday which didn't happen.  This morning now I'm being told that you guys had to find another carrier company to go pick up these containers from *********** and drive them to ******* and they are supposed to arrive there today.  I can't trust this information as you guys have been feeding me this same story for the last week!  Your company is full of BS and lies, I should have never used your company.  Your reviews online on every creditable site are absolutely terrible, I should have just paid the extra money and used your competitor PODS.  I've asked for proof that my container has even left IL and you guys can't give me that simple information?? 
  
  Sincerely,
  
  *****************************

  

  Business response

  03/28/2024

  We appreciate ****************** providing our team with further information and feedback. We can confirm that the move is now complete, and a team member has been in contact with ******* regarding compensation for the issues that occurred during his move. 

  Customer response

  03/29/2024

   
  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

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a 1-800-Pack-Rat container for our move from ************* to ******* in August 2023. It was advertised on their website that the containers are built with steel frames, walls, and doors to provide durable protection that wooden and plastic storage containers just can't match. The all-steel construction prevents water absorption and makes our containers the most weatherproof portable storage containers in the industry. This container was absolutely not weatherproof. As soon as we opened our container in *******, a pool of water streamed out from the top of our mattress cover and it was clear that the containers top was leaking and as we looked at our belongings my Ampeg Rocket Bass box was soaked on the top. Additionally, our Pack Rat driver literally started throwing around our boxes marked as fragile from the back of the truck claiming to help. We told him to stop but he continued to throw around our boxes. I called Pack Rat to tell them about their faulty weatherproof container and this irresponsible driver and I was immediately emailed a claims form. They determined that the damage sustained to our belongings was not due to their container, but it was due to our improper packing. What about the driver who threw down our belongings? What about the container itself that was leaking? They are clearly trying to protect their own interests and just signed off the rejection of the claim with **************** Coordinator so that they can volley around responsibility. How is it that you can make us pay over $5000 for a container that is the direct opposite of what it advertises? And to not even acknowledge their drivers behavior? Completely gaslighted by their response. Do not use Pack Rat. Rip off. They engage in false advertising and will 100% deflect blame onto the customer for their faulty containers and the drivers they hire who have no respect for the personal belongings of customers.

  

  Business response

  03/01/2024

  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 that the damages incurred resulted from a faulty container. Based on the investigation results, there was 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 that the customer contact our **************** department directly at ************** or by emailing *********************************.

  Customer response

  03/06/2024

   
  Complaint: 21351686
  
  I am rejecting this response because: this response feels insufficient - there has been no acknowledgement of the PackRat driver's behavior whom I think should be held accountable.
  
  Sincerely,
  
  ****************** *********

  

  Business response

  03/11/2024

  1-800-PACK-RAT sincerely apologizes for your experience. Our **************** department was contacted again regarding your rebuttal. We would like to advise you that your concerns and comments regarding the driver has been communicated to the facilitys manager. Any coaching, feedback or disciplinary action regarding any employee would be handled internally and not subject to the general public. Should the customer have any questions or concerns regarding this matter we encourage the customer to contact the claim department directly at ************** or email us at *********************************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is in regards to order number *******. I have filed a complaint with the company through the representative *******************, and I have had no response. We paid $3400 for an 18 foot pod to be delivered to **********, ** ***** on Feb 2, 2024. This was completed without issue and the pod was picked up, as scheduled, on Feb 5, 2024. The pod was scheduled to be delivered to *******, ** ***** on Feb 16, 2024 and this is where the issues began. ***********************, whose name is also on the order, and I flew from ******** to ***** on February 16 expressly with the intent of beginning to unload the pod on the 16th. The driver of the pod called at 6:15am (I was told on Feb 15 when I called Pack Rat that delivery would be between 9am-9pm) and I informed him that no one would be available to meet him at that time for drop off. He said he would call back at 10:00am. He did not. He called back at 12:00pm and was met by the manager of the apartment building where the pod was to be dropped off. The manager (as witnessed by 2 employees) walked the driver to the drop off spot and said nothing. Later, the manager returned to check on the pod and it was not there. They informed me of this and I called Pack Rat. I was told there wasn't space for the pod (I have a photo of the space provided, which was more than adequate) and when I asked why the driver didn't say something at the time, they said they didn't know. This was all at 3pm, leaving plenty of time for the delivery to be completed. The phone representative and warehouse representative both refused to complete delivery on the day it was scheduled and said it would have to be rescheduled for the next day. When I asked to speak to a manager, I was told that was not possible. Consider that $3400 were spent just on the pod itself, not including the cost of 2 flights and the time lost, I expect some sort of financial compensation for the huge inconvenience this caused, due to no fault of ours.

  

  Business response

  02/23/2024

  We are deeply sorry for the drop-off issues and the hardship this caused our customer. A member of our Resolution Team had the opportunity to speak with *************** directly to learn more about her experience and to provide compensation for the issues that occurred. We appreciate her taking the time to speak with us and provide valuable feedback for our team.  

  Customer response

  02/27/2024

   
  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

  02/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company spams people to death - multiple attempts have been made to them to no longer contact my cell phone. they don't care, i've spoken to management, supervisors - it's like they punish people for not doing business with them

  

  Business response

  02/20/2024

  We deeply apologize for any unwanted communication and greatly appreciate the feedback so we can work to provide a better customer service experience going **********************. We can confirm that the customer's number has been removed, as requested, and apologize for any inconvenience.  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Zippy Shell to move from ****, ** to *********, **. They broke *multiple* items including shoving the legs of our couch into the gates of the shell causing them to break off and we couldn't even get it out when it got here. I called, they said to fill out the claim form and they would go from there...we heard nothing and GOT NOTHING. Thousands of dollars in damage. I've called over 20+ times and been given the runaround. "Oh we'll pay your claim." "We'll be refunding you" Blah Blah Blah. I've heard and received NOTHING.

  

  Business response

  02/20/2024

  We apologize for the customer's experience and the frustration it has caused. The **************** has confirmed a claim form has been sent to the customer.Should the customer have any questions or concerns regarding this matter, we encourage the customer to contact the **************** directly at ************** or **********************************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called 1-800-PACKRAT on November 6, 2023. We were moving and wanted to save money on the movers, so we planned to fill a pod with our stuff and then have the movers just move the big furniture. We told them we needed a pod and that we weren't sure if we would ************* the 24th or the 27th of November. They assured us that was fine. They charged us $324.83 when they brought the pod and told us we would need to pay more when we moved it to the new house. On the 15th of November I called them again and told them we would need the pod moved on the 24th of November as the movers were coming on that day as well. I called them back on the 16th of November to see if we could get a time of arrival. They weren't sure of a time, but told me for $50 they could make sure it was in the morning. I agreed to pay the extra and scheduled it. On the 23rd of November they called and said they couldn't move it until the 27th of November. I told them that was not an option as we had already filled it with all our stuff and the movers were coming the 24th. They tried to tell me they couldn't speak to me about it because my husband's name was on the credit card, but they had no problem taking the credit card info and charging it when I was the only one they had ever spoken to. My husband called as well, but they still weren't going to do anything about it. We had to call the moving company and tell them we need them to remove the contents of the pod and move it as well as the furniture. They (the moving company) had quoted us $1900-2200, but with another ************** movers it cost $2888.66. We changed our debit card so as not to be further charged for a pod that did us no good. They (1-800-PACKRAT) are still calling us to try and charge us for removing the empty pod.

  

  Business response

  02/21/2024

  We appreciate ********************* taking the time to leave detailed feedback about her recent experience, and we sincerely apologize for the delays and billing issues that occurred. A team member had the opportunity to speak with ***** and come to a resolution regarding the balance on the account. 

  Customer response

  02/22/2024

   
  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,
  
  ***************************

*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. ↩