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

  5752 NC Highway 117 S Wallace, NC 28466-8278

  
• 

  1-800-PACK-RAT, LLC

  385 French Collins Rd Conway, SC 29526-8483

  
• 

  1-800-PACK-RAT LLC

  533 Rotterdam Industrial Park Schenectady, NY 12306

• 

  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:08/12/2024

  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 used 1-800-PACK-RAT because they gave me a good deal when I tried to cancel and go with PODs. However, they have failed on every instance. First, I ordered an 8ft container and when it was delivered, it was a 16ft container. This was so large I could no longer park it on the street as planned, and had to park it in my driveway where it blocked parking for my roommates. I scheduled it to be delivered to my home in *********** on 7/27 and picked up 7/31. However, it was not picked up on the 31st, and despite being told after speaking with a supervisor that it would be picked up first thing on 8/1, it was not picked up until the evening of 8/2. I was told this didn't matter because it wouldn't ship until the following day anyway, ignoring the inconvenience caused to my roommates. I scheduled delivery to my ************* apartment for 8/10, and it was not delivered. I was not told a time, just that I would be called an hour before it was delivered. It was not. I called and was on the phone for over 2 hours on Sunday asking where my things were and why it was not delivered, and couldn't get an answer from the 6 people I spoke to. The only option I was given was to schedule it for 8/17, however this is unacceptable because I do not have my bed, furniture, or school supplies, and is not what I scheduled and paid for. I said that it had to be delivered today, 8/12, as I need my furniture and school supplies (i'm a teacher and the school year starts the 13th) and was told I could not do anything until the storage facility opened today (8/12). I did not receive a call or any contact from them. I have called over 3x and told I would get a call back in an hour. It has been two hours and I have not received a callback. I have to report to work this week so will have to call out of work to move, and will now need to hire additional movers to help me move my property because my friends and family cannot help me during the work week. This is disgraceful and I don't know what to d

  

  Business Response

  Date: 08/15/2024

  We are deeply sorry for the delays and the hardships this caused our customer as she started her new job. A team member has reached out to ************************ directly to discuss her experience. We appreciate the valuable feedback she has provided us as we are always looking for ways to improve our services.  

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22128734
  
  I am rejecting this response because the representative said sorry and did nothing to fix the situation. Apologies are not useful, actions are. I would like a full refund. I was refunded $600 after calling over and over and spending hours on the phone with different people who knew nothing about or had no intentions of solving the issue.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/23/2024

  We sincerely apologize for the continued frustration our customer has experienced.We appreciate ************************ taking the time to provide additional information and feedback. Our team takes all feedback seriously as we are always striving to do better. 

• Initial Complaint

  Date:08/07/2024

  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.

  We entered into an agreement with Pack Rat Moving. Moving from ********, ******* to *********** ****. Pods were delivered on July 15th, 2024 and picked up July 23rd, to be delivered to *********** August 1, 2024. We received a phone call stating their trucks were broken down and we wound not receive our things until August 2nd. We were then called back and told that our things could not be delivered until August 7th, again, there was an issue with their trucks. I spoke to three different Pack Rat employees and received a voice mail from one on August 6th, because we received another message stating we would not receive our things until August 13th. First ****** I spoke to on the 6th of August stated we would receive the smaller pod on August 7th, the second ****** who I was transferred to, stated she would ensure we would not be charged another month rent, due to their delay and other customers were experiencing the same issue. The third ******, I spoke to said, both pods would be delivered on the 12th of August and they would be picked up on the 23rd of August and hopefully, we would have them unloaded and not incur another month rent. Each ****** states it is a problem with their trucks being broken down. Needless to say, I am concerned about my household items sitting in a parking lot somewhere, potentially unprotected maybe even vandalized and damaged.

  

  Business Response

  Date: 08/15/2024

  We are deeply sorry for the unexpected rescheduling due to mechanical issues on our end. We can confirm a team member has contacted **************** to discuss the new timeline and compensation for the frustrating delays. We hope to have this resolved for her as soon as possible. 

  Customer Answer

  Date: 08/18/2024

   
  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

  Date:08/05/2024

  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.

  Date requested the service. 06/17/2024 Price we agreed on $4850 Price was charged. ******* Promise to deliver on 08/05/2024. I requested the service on 06/17/2024 and we agreed on $4850.00 over the phone and I specifically ask them twice if there is any hidden charges that I need to be aware of. And I was was told no this is the final amount. 2nd we agreed on the driver will drop off the container to my address on July 07/18/2024 and when I have packed everything up and was ready to go I gotta call 07/17/2024 stating that they cannot send the container to my address and they are going to cancel. Or I have to give them a new location somehow I ask for friend to help and let me park the container at his place. Which cost me double the labour and u haul truck first load and the load again to the container. They refuse to compensate me. After that they picked up the container on 07/20/2024 Now they call me they cannot deliver the container at my new address on 08/05/2024 instead they will deliver on 08/09/2024. And refusing me to compensate me for the 4 days that I will be without my stuff and have to find a place to live. They over charged me $564.04 And refusing me compensate me for the four days and extra run around for u haul truck and labour I have paid for

  

  Business Response

  Date: 08/07/2024

  We deeply apologize for the delivery issues and delays that our customer encountered. A team member has spoken with ***** to provide updates on the move and to discuss compensation for the issues he experienced.We appreciate the feedback he has provided us as we are always striving to do better.  

• Initial Complaint

  Date:08/02/2024

  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 made a reservation for a cross country move with Zippy Shell/Pack Rat movers to include loading for July 12, 2024. They gave me an arrival window of 8 am - noon. After contacting them multiple times after noon to find out where they were, finally at 4pm a member of the executive management team, ****, took my call to inform me that they would not be coming that day.. **** swore to me that there WOULD be a truck and moving team at our house by 10am the next day, Saturday July 13. They did not come on ************ had to call Zippy, and ask for **** (who wouldnt give me his last name or direct line) who informed me that they would not be coming until Monday the 15th. I canceled with them.We were supposed to turn the house over to the buyer on the 12th and had to file an extension, missed $979.12 in hotel reservations between ********** and *******, I had to spend the entire afternoon finding a mover who was able to come on Sunday, July 14, I had to reschedule the closing on our new house and reschedule appliance deliveries. I was quoted a price of $6,381.94 by Zippy. I had to pay a last minute mover $10,007.00 I want to be reimbursed for my missed hotel reservations & the difference between the movers: $4604.18

  

  Business Response

  Date: 08/05/2024

  We are deeply sorry for the unexpected delays and the problems this caused our customer. We can confirm that a full refund has been processed. We appreciate **************** speaking with a member of our ********************* while we looked into this. 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22080018
  
  I am rejecting this response because: Zippy Shell/Pack Rat did not honor their agreement to move our belongings - TWICE. Refunding for services NOT RENDERED is no compensation for our trouble & stress over waiting for HOURS/TWO DAYS for them to NOT arrive, lost reservations, increased moving expenses, tension between us and the buyer of our house, the stress of finding a new mover who would come next day. HOURS, thousands of dollars, and energy spent scrambling because Pack Rat didnt fulfill their agreement - didnt even have the decency to reach out to let us know there were problems either day or offer to help locate a substitute mover. 

  I am only asking to be compensated for lost hotel reservations and the extra costs incurred due to a last minute mover booking. I believe that is fair to us both.

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2024

  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 contracted three containers to move from ****** to *****. I paid $125 extra for empty and full weight tickets to turn in for compensation (military move). Once I received my weight tickets, I found they failed to collect one empty weight ticket and listed the wrong container number on another full weight ticket. This cost me $5,175 on my PPM voucher. After a month of numerous calls and hours on hold, I was told by a 1-800-PACK-RAT customer service manager there was nothing they could do other than write an email in an attempt to explain the error. That's it. I am just out $5,175 because the company did not hold up their end of the contract.

  

  Business Response

  Date: 08/12/2024

  ******, we apologize for the issues you 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 hope to resolve this issue with you soon.

• Initial Complaint

  Date:07/26/2024

  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 16 ft unit, delivered on June 18th, set to be picked up on June 28th, and delivered to our new home July 6th. We were moving in on July 3rd and planned on being without key things for 3 days.We realized we needed an 8ft unit. At no point in the conversation were we told that ordering the 8ft would then delay the final delivery of our 16ft.July 2nd. I looked online and saw that we no longer have a delivery date for the 16ft unit. I called and learned that both would now be delivered July 15th.I spoke with several people to express frustration and concern for extra expenses we are now having to spend no one tried to do anything to fix it.No where in the contract, or online, was there was mention about changes if you need a 2nd unit. This means they're relying on agents to explain this. Finally, we were told to call dispatch July 8th about earlier delivery.July 8th -- They said it should be delivered on July 12th it depends on if the driver picks up the load. July 9th, we find out it's delayed until the 13th. They mentioned compensation due to the single day delay and our units would be delivered between 8-12pm July 13th. The 8ft was delivered close to 12. Due to another delivery, the 16ft was delivered at 3pm. Both empty units were scheduled to be picked up on Mon, July 15th. The 16ft was picked up. At 8:30, they called about delaying pick up for the 8ft. They planned for Wed, but would try for Tues he said if we dont need it, itll be Wednesday.On Wed, the unit is still there. No contact from anyone. I call Thurs morning. After confirming my pickup, he sent an email so they contact and provide a better ETA. At 5:30, its still there. I look online to see pickup is now planned for Fri, July 19th. I called again. The guy couldn't reach anyone, replied to the email and copied the Regional Manager.Friday morning, the 8ft was picked up 4 days after it was originally scheduled.July 21st. Emailed company about experience. No response.

  

  Business Response

  Date: 07/29/2024

  We are truly sorry for the delays and the miscommunications regarding the delivery our customer experienced. We appreciate ************** speaking with us while we are working to get this resolved as soon as possible.  

  Customer Answer

  Date: 07/29/2024

   
  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

  Date:07/24/2024

  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.

  Complaint Against PACK RAT STORAGE Dear Sir/*****,I am writing to formally lodge a complaint against PACK RAT STORAGE regarding the inadequate service and poor customer experience my husband and I have endured. The details of our complaint are as follows:On July 16, 2024 , I contacted PACK RAT STORAGE to schedule the pickup of our storage container. I was assured by two different supervisors and three representatives that the container would be picked up between 2:00 PM and 6:15 PM.on July 23, 2024. I even made a follow-up call at 4:00 PM to confirm this arrangement and was told that I would receive a call within an hour to notify me of the pickup.At 6:11 PM, I contacted PACK RAT STORAGE again and spoke with Supervisor *****, who informed me that the truck had broken down and they would need to try to fit me into the schedule but could not confirm a specific day or time. ***** also mentioned that the driver could only work a limited number of hours for a local move. Later, at 7:00 PM, Supervisor Asia assured me that the container would be picked up before the night was over, stating that she had contacted operations to ensure this.Despite these assurances, no one from PACK RAT STORAGE contacted us, nor did they come to pick up the container. Consequently, my husband and I had to sleep on the floor as our bed, along with all our clothes, were in the storage container. This situation was especially critical as we had sold our house and needed the container moved to our new home. Our movers were unable to assist us due to the absence of the container.The lack of communication and failure to provide the promised service has caused significant inconvenience and distress. A supervisor offered us a mere $50 off, which is grossly inadequate compensation for the ordeal we have experienced.. We seek fair compensation for the inconvenience and distress caused and an assurance that such incidents will not happen in the future.-

  

  Business Response

  Date: 07/26/2024

  We appreciate ****** taking the time to provide detailed feedback regarding her recent move. We are deeply sorry for the delays, lack of communication, and the added stress that occurred. We can confirm that the delivery is complete, and a team member was able to speak with **************** to discuss her experience. We look forward to completing this move soon.  

• Initial Complaint

  Date:07/22/2024

  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.

  1800packrat forgot me Monday, 7/15, and didnt pick up until Friday, 7/19. When they FINALLY found a time to pick it up, after me calling almost daily, they assured us our delivery to ************** on July 27 would not be affected by this. I just got a call from dispatch, and they are now telling me it cant be delivered on time even though they said it would be. We have people to help us on July 27, a SATURDAY, now theyre saying theyll deliver Wednesday, July 31, and pick up Friday, August 2, which is impossible. We work, and I have a herniated C7 vertebrae so, I have to have the help.

  

  Business Response

  Date: 07/29/2024

  We are genuinely sorry for the unexpected delays and the problems this caused our customer with the movers. A team member has reached out to **************** to discuss the rescheduling and to provide compensation for the issues. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you.

• Initial Complaint

  Date:07/18/2024

  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 July 9th I called in for several reasons but I asked the operator if switching to July 16 would be ok. He said yes. I asked because I originally had it scheduled for 7/17 but was told I'll be charged an additional month because it was my anniversary date. No problem I made arrangements so I could have the container emptied and swept for pickup on 7/16. They cancelled on that day but I would have never known if I didn't call. They rescheduled for the day I actually needed it picked up 7/17. No problem. I waited all day and there was no communication. Finally 8 something at night I received a text asking if it was ok to come then right after that I received a text that said the driver couldn't come because he was over driving hours. I understood but now I have to park my ******* that's low with rims in my grass (it floods) and my Escalade (which is fine). Then I had to reschedule my drop off for my washer and dryer because they would be blocking my private road because they couldn't park on my blacktop where packrat is occupying. I now have to reschedule (another day of work missed) and take all my comforters and clothes to the Laundromat. I told billing I am giving them the same courtesy as they give their customers and for my inconveniences I am charging them a month rent fee for storing their container on my property. I am livid they had me on the phone for hours and transferred me from escalations to billing. They also thought it was funny and kept laughing. I explained to every operator that I am recording the call. I want a month storage fee placed on my card for the snow ball affect of inconveniences you guys have caused. I have video of my cars in water and video of my property. I will take this to court if I am not compensated besides NOT charging me a pick up fee. You guys had no choice but to waive it.

  

  Business Response

  Date: 07/22/2024

  We want to apologize to ***************** for the customer experience she received. We understand that understand that during an already difficult and escalated moment, one of our staff members laughed which understandably added to your distress. We are glad that ********************* crew was able to shine a positive light on her move during this situation.
  
  Please know that this behavior is entirely out of line with our values and the standard of service we strive to provide. We are taking the situation seriously and to ensure that it does not happen again. Once again, we are truly sorry for the experience you had, and we greatly appreciate your feedback as we work to improve our service.

• Initial Complaint

  Date:07/15/2024

  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 own two properties across the street. One has a driveway in front of garages which provides easier access to the front of the house and the second property has an empty 25x140 yard/lot that is accessed from the street behind it. We preferred in front of the garages but there was a concern about that space being tall enough because of an overhang so we had the back area as an alternate drop off location told the representative that there were two options for placing the container. The driver called, told us he wouldnt be delivering the container because he was too busy to fit it in front of the garages or drive around to the back of the property. He showed up and again insisted that he was too busy and couldnt deliver the container so he left. We filed a complaint about the driver and the container was supposed to be redelivered a few days later. We waited until 8:50pm on the delivery day and no one had showed up so we called. We were told that the local storage facility had not assigned it to a delivery route. The rep reviewed the two possible drop off locations and confirmed that at least the back yard/lot area met their requirements and rescheduled the delivery for the following day. The next day we get a call telling us that they will only deliver to the street in front of the house with a permit because we are not the owners of the property (we are the owners). We provided the appropriate documentation to show ownership of both properties and the facility manager still refuses to deliver the container and says that he talked to the county and they say we dont own the property. The facility manager will not talk with us directly, he wont provide any contact information or details about where or how he got his information from the county. We have had two different customer service supervisors confirm that the yard/lot area meets their requirements. We think that we are being retaliated against for filing a complaint and requesting a different driver.

  

  Business Response

  Date: 07/23/2024

  We sincerely apologize for the delivery issues and delays our customer has experienced. A team member has been in contact with ********************** to discuss the problems that have occurred. We can confirm that the delivery has been scheduled and we will continue to stay in touch with *******. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21987953
  
  I am rejecting this response because: While the container was eventually delivered the employees continued to retaliate against us and the driver who delivered the container threatened us. When presented with the continued retaliation and threats the company representative made every effort to down play and minimize them and offered an insultingly low compensation amount in consideration of our time and experience.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/29/2024

  We appreciate our customer providing further information and feedback. A team member has attempted to reach ********************** to discuss her experience in greater detail. We hope to speak with her soon.  

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21987953
  
  I am rejecting this response because: A team member did call to let me know that there is nothing further they are willing to do to resolve the situation.
  
  Sincerely,
  
  *********************************