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

  425 Timber Ridge Rd Middletown, CT 06457

• 

  1-800-Pack-Rat

  11 Perina Blvd. Cherry Hill, NJ 08003

• 

  1-800-Pack-Rat

  3600 Red Bank Rd Cincinnati, OH 45227

• 

  1-800-PACK-RAT, LLC

  3415 Urbancrest Industrial Dr Grove City, OH 43123

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:07/21/2025

  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:07/15/2025

  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:07/09/2025

  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 
  
  
  

• Initial Complaint

  Date:07/02/2025

  Type:Product 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.

  1-800-PACK-RAT has messed up our orders multiple times in the last month.With our first container, they missed their pickup date and did not contact us. I called in, waited on hold, for an hour, and then got a *** who couldn't get ahold of the facility who was supposed to make the pickup. They finally made the pickup a day late, and it messed up the delivery of our second container, which had to overlap the grass as the first one was not gone yet.They were supposed to pick up our second container yesterday, the last day of our lease. (New tenants moved in today.). The container is still not gone, and we got no notification from them. I called in, waited an hour, and got a *** who told me the container was picked up. But the landlord just confirmed that it's not picked up yet.They need to pick up the container ASAP, then refund us for 1-2 months of storage because of how terrible their service and communication has been.

  

  Business Response

  Date: 07/02/2025

  ******, 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. Our Upper Managment Team has been aware of this situation and will be following up with this you soon in order to gain better insight and to come to a resolution. We hope to resolve this issue soon.
  
  

• Initial Complaint

  Date:06/30/2025

  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.

  3-21-2025 - Scheduled PackRat delivery of pod and subsequent pick-up for a move.Pod arrived on date promised 6-23 - but 4 hours late. Pod scheduled to be picked-up on 6-30-2025 - received NO call on time for pick-up - received no TXT message. Calls and text to dispatch phone #************ were not answered/returned.Supervisor called me at 10:22am on 6-30 (today) that they could not get a driver to pick the pod today - regardless of the fact I scheduled this 3 months ago. NOW sitting here and they have NOT returned my call as to WHEN the pod will be picked up. My call is not be answered and my TXT's are not being replied to. 100% BAD customer service. Sitting here waiting to move from ** to ** and they are holding my family up.

  

  Business Response

  Date: 07/02/2025

  ***, 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. ***** unit has been picked up, and we can confirm that compensation has been discussed and given due to the delay. We hope that one day, we will have the opportunity to provide a better, more secure customer service experience.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23537783
  
  I am rejecting this response because:

  Terrible Customer JUST AWFUL - July 14th 1 - they missed drop off time on initial drop off - no big deal 2 - missed pick-up date to take pod to new location 3 - missed delivery date of pod at final location - first time 4- missed second drop off date of pod at final location NO ONE CONTACTED ME FOR ANY OF THIS Today July 14th - pod is in **********.....supposed to be in ****** SC facility for delivery to home NO ONE CALLED WITH THIS - I had to reach out AS OF TODAY - NO ONE CAN SAY WHEN I GET MY POD DELIVERED (or exactly where it is) PackRat - CALL ME you have my number
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 07/16/2025

  ***, we apologize for the issues you experienced. A member from our dispatch team will be reaching out to you soon to 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: 07/17/2025

   
  Complaint: 23537783
  
  I am rejecting this response because:

  NO ONE HAS REACHED OUT TO ME - LAST I WAS TOLD THE *** IS AT YOUR FACILITY IN ******* ******* - NO ONE CAN TELL ME WHEN OR EVEN IF I WILL EVER SEE THIS *** AGAIN - MY CELL IS ************
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 07/23/2025

  ***, 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 are glad that your unit has been delivered. We hope that one day, we will have the opportunity to provide a better, more secure customer service experience.

• Initial Complaint

  Date:06/30/2025

  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.

  We ordered a container for a move from ***** to33573 several weeks ago. After a minor delay, it was eventually delivered.We have packed the container and had The pick up scheduled for last week Thursday 6/26. After the delay in getting it delivered, I proactively reached out to the *************** on Wednesday to ensure that we were still on the schedule. He assured me we were, but seemed perturbed that I was calling him to check. Thursday morning I called the 800 packrat number to confirm that we were still on target, as I had not yet received a window. She checked and was able to assure me that we were on the Thursday schedule but was not able to give me a window, as she said, it wasnt in the system, and was going to reach out to the depot for us. Later that afternoon, I received another phone call from the depot, indicating that they would not be able to pick it up on Thursday, but would be out on Friday or on Saturday at the latest.Fast-forward to today, Monday the 30th, and we have still not gotten any indication that it has been scheduled for pick up. After spending an hour plus on hold with the 800 number, I was finally able to get someone who told me that the pick up is now supposed to be tomorrow, but would not commit to that.I am now being told that our July 9 delivery to our new location most likely will not occur, we likely will not even have the container before our one month renewal is due, costing us several hundred more dollars.We have our beds in that container, and nearly everything we own. We have another several hundred dollar monthly rent coming due, we have movers that are scheduled to unload this on January 10 and have no clue when we can even reschedule them to, and the lackadaisical attitude that I get from customer service is oh sorry we had a truck loss, ************* can we get some ownership and get this expedited to meet commitments made weeks ago?We have movers scheduled and the confirmed wont be there

  

  Business Response

  Date: 07/14/2025

  *******, thank you for your feedback. We greatly appreciate you taking the time to leave us this review, and we will use your constructive criticism to provide a better customer service experience going **********************. We deeply apologize for the stress and inconvenience that this experience has caused, and we appreciate your willingness to discuss the situation in more depth with a member of our upper management team.

  

  Business Response

  Date: 07/16/2025

  *******, 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 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 resolve this with you.