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.

close

Find a Location

1-800-PACK-RAT, LLC has 80 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  533 Rotterdam Industrial Park Schenectady, NY 12306

• 

  1-800-Pack-Rat LLC

  1720 Boulter Industrial Parkway Webster, NY 14580

• 

  1-800-Pack-Rat LLC

  260 S Niagara St Lockport, NY 14094

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:12/02/2025

  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 contacted 1800Packrat back in February. My online quote said that my monthly storage container price would be $149/month. I then began getting charged $214 a month. It was explained that those were state and other required fees. That's over $60 more, and it was frustrating, but it gets worse. Now for the past 3-4 months they've been charging me $241. It is not possible to get someone at the phone, their estimated wait time is ALWAYS at least 50 mins. If you request a callback, the automated system calls you and placed you back on hold for so long that I can't wait any longer. This is absurd to me because they are definitely charging enough that they should hire more help. This bait and switch is illegal and very inconvenient. My husband is a disabled Air Force Veteran, and moving is not a frivolous purchase. PackRat is causing undue harm and distress to a Military family and they should correct this right away.

  

  Business Response

  Date: 12/04/2025

  REMOVED, we sincerely apologize for the miscommunication that occurred during your move. We are happy that a member of our team has spoken with you directly to discussed an appropriate discount to address the concerns raised. Our team values your feedback and takes it seriously as part of our commitment to improving service. We hope to better assist you in the future and provide a smoother experience.

• Initial Complaint

  Date:11/26/2025

  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.

  On October 1st I called to get an initial quote in order to check prices to a potential sale of a piece of equipment which would be shipped from REMOVEDto REMOVED. I was given 7 days to cancel the order. Upon speaking to potential buyer he was not ready to commit so I canceled the order within the time frame provided. A month later on November 24th I received two voice mails from a number I did not know only to find it was a pack rat driver who was sent to collect the machine at 6pm without any warning of any kind. I received no prior emails, text messages or phone calls about this attempted pick up. When I attempted to call 1800packrat, I was prompted to punch in the extension of the person who initially took and canceled the order. When I punched in the extension I was told it was not valid. I feel I have made a mistake by calling them in the first place as I have heard nothing from the company nor do I know why this driver was sent out without any prior contact or prior authorization by myself or the potential buyer.

  

  Business Response

  Date: 12/01/2025

  REMOVED, we apologize for the confusion regarding the attempted pickup after your order was canceled. A confirmation email has been sent verifying that the move is canceled, and you will not be charged. We regret the inconvenience and have taken steps to prevent this type of error in the future.

• Initial Complaint

  Date:11/18/2025

  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.

  Shipping Pod arrived with cockroaches. I had to have an exterminator come to my house to spray. I will pay the bills for this moving forward, I just want them to cover the initial cost of $311.00 for the first visit, bulk of treatment.

  

  Business Response

  Date: 11/18/2025

  REMOVED, we sincerely apologize for the condition of the unit upon delivery and understand the inconvenience this caused. Weve issued the appropriate refunds to address the situation. We appreciate your feedback and the opportunity to make this right.

• Initial Complaint

  Date:11/14/2025

  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 am writing regarding the mishandling of my pod shipment, repeated unauthorized billing attempts, and the unauthorized relocation of my pod. This situation has caused significant hardship, unnecessary delays, and a complete lack of access to my own belongings. As a result, I have been denied timely access to my belongings and asked to pay long-distance fees caused entirely by Pack Rats error.On 10/27/25, I scheduled my pod to be moved from the REMOVEDfacility to the REMOVEDfacility. I was advised to set a shipment date of 11/10/25 so that I could explore alternative options and avoid long-distance charges. I was clearly told that no charges would be made until 11/10.Despite this agreement, Pack Rat attempted to charge me starting 10/28/25, directly contradicting what your representative assured me. Then, on 11/7/25, when I called to request that my pod remain in REMOVEDso I could unload it locally, I discovered that Pack Rat had already moved my pod to REMOVEDwithout my authorization. Your staff acknowledged that there was no internal communication and no notification sent to me regarding this move.Because of Pack Rats errors, I still do not have access to my belongings, and I have repeatedly been told I must pay long-distance charges that resulted solely from your companys negligence. Each time I call, I must re-explain the situation to a different representative, and no one has provided a resolution.This situation is unacceptable.

  

  Business Response

  Date: 11/25/2025

  We sincerely apologize for the inconvenience and frustration this situation has caused. The unit has been shipped back to REMOVED, and the customer has now scheduled the out in order to complete the move. We are pleased that this matter has been resolved and will continue to work toward better communication to prevent similar issues in the future. 

• Initial Complaint

  Date:11/14/2025

  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 contracted 1-800-Pac-Rat for a long-distance moving service. The overall experience, from scheduling to delivery, has been deplorable and constitutes a pattern of operational failure.1. Critical Failure to Deliver Personal Belongings (Current Crisis)My storage container, holding all of my essential personal belongings, was scheduled for delivery on [Original Scheduled Delivery Date]. As of today, [Filing Date], the delivery is three days late.Lack of REMOVED: Despite multiple contacts with customer service, I have been provided with no Estimated Time of Arrival (ETA). I am currently living without access to my necessary items.Unacceptable Excuse: The company has cited a "broken down truck" as the reason for the delay. This is an unacceptable operational failure for a moving service, demonstrating a complete lack of contingency planning.Demand for Action: I have formally emailed the executive team demanding immediate resolution. The failure to secure alternative transportation and provide a definite timeline is a critical breach of contract and basic service expectations.2. REMOVEDFailure (Incompetent Hired Helper Packing)The problems began before delivery. I utilized your REMOVEDfor packing. The contracted movers performed the job so poorly and inefficiently that my belongings, from a non-fully furnished two-bedroom apartment, did not fit into the reserved container. I was therefore required to rent a second, unnecessary storage unit at my own expense to accommodate the improperly packed items.This entire customer journey reflects dishonest and deceptive business practices, culminating in my family being left stranded without our possessions. I demand the immediate actions listed above. I will also be filing comprehensive reviews on REMOVEDand other platforms to inform consumers of this experience.

  

  Business Response

  Date: 11/25/2025

  REMOVED, we sincerely apologize for the inconvenience this situation has caused. An appropriate compensation amount has been issued in regard to the challenges experienced during the move. We are pleased that we were able to resolve this matter and will continue to aim for improved communication in the future.

  Customer Answer

  Date: 11/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/12/2025

  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.

  I spoke to REMOVEDon the phone at the headquarters in REMOVEDon October 1, 2025 and we negotiated a contract that would match that of its competitor, REMOVED. I agreed to pay a $500 deposit on October 14, 2025 when the REMOVEDwas delivered to REMOVEDand the remaining balance of $2550 when it is picked up. Instead, I was charged $2,736.98. I am seeking reimbursement of the overcharge amount of $186.98.

  

  Business Response

  Date: 11/12/2025

  REMOVED, thank you for bringing this to our attention. After reviewing the account, appropriate refunds have been issued to address the discrepancy in charges. We appreciate your feedback and remain committed to ensuring transparency and fairness in our billing practice. Thank you for taking the time to speak with a member of our team today. Your feedback is important to us, and were committed to ensuring a positive experience

• Initial Complaint

  Date:11/05/2025

  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 was promised by a sales associate that my quote and booking would include a promotional deal they were offering for 3 hours of moving labor. I have the name of the agent and email. He said just call them back to book the labor. When I called back to book the labor they have no notes on my file that this was promised to me. Furthermore, they offered to pull my phone call with the agent to verify what was said. They called me back and said they cannot load the phone call and then refused to honor what had been discussed and promised.

  

  Business Response

  Date: 11/17/2025

  REMOVED, thank you for bringing this to our attention. Weve issued the appropriate refunds to your account, and the delivery and final pickup of your unit has been scheduled. We sincerely apologize for the miscommunication and will use your feedback to improve how we communicate with our customers REMOVED.

• Initial Complaint

  Date:11/03/2025

  Type:Service or Repair 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.

  On 10/16/2025 we hired pack rats to deliver a pod to us for our move to REMOVED. My husband was informed that once we pack the pod that we had to call pack rat to schedule a pick up. We were told we have the pod for one month in total and once pod was packed they would pick up and it would be stored with them for a week before delivery to NC and the week they store it would not count for the month we have it. The pod was then delivered October 18th. On the 31st of October my husband and I were out running errands when he received a call from pack rats stating they were on route to come pick up the pod. My husband explained that we didn't call them to schedule pick up and that we weren't even home and that we still had to put a few more things in it. My husband asked the gentleman if at all possible he could come later in the day and the gentleman advice is he could not that we need to call the office. Well when we got home a little after 4pm we called pack rats and spoke to REMOVED. We explained everything that happened and she was not accommodating or of any help whatsoever. It was Friday a little after 4pm and everything in her voice and attitude let up know that. She then told us that she couldn't get it picked up until 11/13/2025 and then delivered to it's destination in REMOVEDuntil 11/24/2025, with an additional $384 charge. For there mix up! This is absolutely unacceptable. Why would we agree to a time and date and not be there. Not to mention the fact pack rat never called a few days ahead of time to confirm a 10/31/2025 pick up (WHICH WE NEVER AGREED ON) This inconvenience has set me back with so many things regarding my move, both personal and professional.

  

  Business Response

  Date: 11/06/2025

  Hello REMOVED/REMOVED/REMOVED, we sincerely apologize for the inconvenience and miscommunication you experienced during your move. We understand the impact this situation has had and appreciate your patience throughout the process. Weve come to a resolution to address your concerns and have taken steps to ensure your service is properly supported moving forward. Thank you for bringing this to our attention.
  

  Customer Answer

  Date: 11/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED/REMOVED/brown

• Initial Complaint

  Date:11/03/2025

  Type:Product 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.

  REMOVED-pack rat did not disclose charges other than rent and moving fee with a total of $3956. When asked if there was other surcharges to be aware of they denied other charges would be made other than what was already stated previously. They then charged additional fees when requested the container to final destination. The additional charge was $294 which are fees never mentioned prior. Additionally, a month of rent was charged ($359.81) due to extended storage when REMOVED- pack rat did not update portal stating delivery or availability to update information on the portal. They claimed I didnt call, however, I was told the portal would be updated and I didnt need to call to schedule final delivery of container. Once the container was scheduled for delivery, they also managed to input the wrong information. I scheduled Oct 13 for delivery at final destination and pick up Oct 15 and they put wrong dates. Having me miss more days of work necessary. I am in the military and needed my equipment earlier, however, they never updated my portal that was their responsibility. This has by far been unprofessional and unethical. This is why Im requesting a refund due to their lack of transparency and $673.81

  

  Business Response

  Date: 11/06/2025

  We sincerely apologize for the inconvenience and miscommunication you experienced during your move. We understand how frustrating the unexpected charges and scheduling errors must have been, especially given your military obligations. Appropriate refunds have been issued. Were committed to improving our service and appreciate your feedback in helping us do so.

  Customer Answer

  Date: 11/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/16/2025

  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.

  10/15/2025 I hired Zippy Shell (sister company to 1800 pack rat) to move my stuff across the country. When they packed my stuff at the origin, they locked the container and handed me the key. When they came to unload the stuff, the key did not work on the lock. The delivery people (3rd party) told me they would talk to zippy shell and work it out. Zippy Shell then charged me $640. I called them, and they told me that I would have to pay no matter what. I tried to talk through it with them but they gave excuse after excuse. They even suggested I should have rented a sawzall to cut the lock myself.They did tell me that they would try to have someone call me back and I told them I would file a complaint in the meantime.

  

  Business Response

  Date: 10/16/2025

  REMOVEDthank you for bringing this to our attention, and we sincerely apologize for the inconvenience and frustration you experienced during your move. After reviewing your account, we see that you have spoken management, and we can confirm that the charge has been voided. We appreciate your feedback and are taking steps to ensure better communication and accountability moving forward.