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 has 80 locations, listed below.

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  1-800-PACK-RAT, LLC

  11640 Northpark Dr Ste 300 Wake Forest, NC 27587-3302

  
• 

  1-800-PACK-RAT, LLC

  15 Rasons Ct Hauppauge, NY 11788

• 

  1-800-Pack-Rat

  142 Ferry St Leetsdale, PA 15056

• 

  1-800-Pack-Rat LLC

  191 S Keim St Pottstown, PA 19464

• 

  1-800-Pack-Rat

  3600 Red Bank Rd Cincinnati, OH 45227

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:06/14/2024

  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.

  ***** Packrat refused to deliver my storage unit even though that was part of the ***** dollars I paid for a cross country move. ON TOP OF THAT, I had to hire a moving company to go get the furniture and unload the pod from their distribution center. They claimed they were unable to drive the pod into the parking spaces of my apartment building. Which is confusing considering all of my neighbors had their pods delivered here as well. So why is my situation different. My pod is even smaller than the ones delivered. Extremely disappointed. You pay thousands just for the driver to refuse to deliver.

  

  Business Response

  Date: 06/18/2024

  We are deeply sorry for the delivery issues and the problems this caused our customer during her move. We can confirm that a team member was able to speak with **************** to discuss her move and compensation for the problems that occurred. We hope to have this resolved as soon as possible. 

• Initial Complaint

  Date:06/11/2024

  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.

  I scheduled a long distance move with PackRat from ********** DE to **********, **. The issues began when I could not get my things delivered. Initially the delivery was for June 5, 2024. I was told the forklift broke. ( so you are a **************** and you only have one forklift? ). Next delivery was scheduled for June 10, 2024. I called and called. I was told the forklift scenario about 4 times before I complained someone called me the previous Friday to say the forklift issue was resolved and delivery would be Monday. Monday comes and I am told the driver was stuck in traffic. Really? And the driver could not call and tell someone?? This is unacceptable. I need to be compensated for the stress this has caused, not to mention time from work!

  

  Business Response

  Date: 06/17/2024

  We appreciate ******************** alerting us to these issues. We are truly sorry for the delays and the problems this caused her. A team member has reached out to speak with ****** and to go over the compensation amount. We hope to have this resolved as soon as possible. 

• Initial Complaint

  Date:05/24/2024

  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.

  On May 23, 2024, at approximately 12:58 PM, we received a call from the driver of Pack Rats, ************, informing us that the truck broke down and they did not know when they will be able to fix it. It took them that long to notify us that there was a problem. I spoke with ************ at approximately 1:00 PM, in Pack Rat resolution department and she said that the only thing she could do was waive the relocation fee of $140. I asked her if they had another truck because we needed to be out of our other home and she stated they only had 1 truck. It is hard to believe 1 truck for an entire company. We hired helpers from Hire a Helper l, whom Pack Rat is partnered with and were charged a cancellation fee of $170 because we had to cancel the movers that were going to unload the Pod. I called the resolution department back at approximately 1:45 PM and spoke to *******. I informed her that I had to pay an extra $170 for Hire a Helper cancellation fee. She apologized and said that there was nothing they could do and that they already waived the relocation fee. I asked to speak to the manager and she said there was no one I could speak to. I asked for the CEO's information and she would not provide me the information. Basically, I am not getting anything in return and paying more for their mess up. They refuse to help me and I still don't know when the Pod will get here. I need to be out of my home, not to mention I had to take off of work from a job I just started.

  

  Business Response

  Date: 05/28/2024

  We apologize for the delays and the problems this caused with our customer's scheduled movers. A team member was able to speak with ******************** to discuss her experience and provide compensation for the issues that occurred. We appreciate the feedback as we are always striving to improve our services. 

• Initial Complaint

  Date:05/21/2024

  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 purchased a moving pod through Zippy Shell/ ***** Pack Rat and it was supposed to be delivered on the 14th of May. It didnt show up for two days with very little communication. It then was supposed to be picked up on the 17th, I waited all day, called twice to ensure they were coming and they never came. I contacted them once again and they said they were going to get it picked up on the 18th, never came.They were supposed to come pick it up today, May 20th and I get a phone call that they cant pick it up because of the way it was delivered which it was delivered by the same company so Im not sure what the problem is.

  

  Business Response

  Date: 05/28/2024

  We apologize for the delays that have occurred throughout our customer's move so far. The container is in transit, and we have scheduled the delivery with the customer. We appreciate ********************** taking the time to speak with us as we work to get this resolved as soon as possible. 

• Initial Complaint

  Date:05/07/2024

  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.

  On May 3, 2024, I contacted Rat Pack Moving and Storage as I am pricing moving companies for an upcoming move. Having explained my move to a Representative (*******) I was given a quote and asked for a credit card. I was told I could cancel at any time up to 7 days prior to moving, in September 2024.I contacted several other companies and chose another.On May 6, I called Pack Rat to cancel. After 5 calls and being routed to the cancellation department 3 different times and waiting for over 25 minutes, I was connected to the cancellation person . He took my info and stated he would email me the cancellation that day. I have not received the cancellation and fear that this is a tactic to eventually change my card.Quote ID. *******

  

  Business Response

  Date: 05/08/2024

  We are truly sorry for the difficulty our customer during the cancellation process. We can confirm that ************************ move has been fully cancelled with no fees. A team member has spoken with **** to discuss the issues he experienced and to confirm the cancellation

• Initial Complaint

  Date:05/06/2024

  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.

  The location in ************ ******* illegally stole my pod and did not follow up notification protocol then lied about putting it on their auction which they did not do according to the company they use. I sent complaints to the legal department and they did not reply and literally blocked my email address after a few attempts. I have asked for corporate information and the woman ******************************* claims she wears all the hats and refuse to provide me with any information I don't know who I can turn to besides a lawyer. I was toldcthat I would be able to pick up my personal items and they refusing contact. My lifexwas in the *** lately my credit account along side my emails have been tampered with and it could possibly be due to everything I own in the pod. Can you help me to reach out to the actual owners?

  

  Business Response

  Date: 05/08/2024

  We appreciate our customer taking the time to leave detailed feedback regarding her experience. Our legal team has been made aware of the situation and will be following up with ****************. 

• Initial Complaint

  Date:05/01/2024

  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 hired Zippy Shell to provide moving and storage for our move from ** to **. They inexplicably failed to initiate the transport of our items for several weeks, resulting in us living on the floor out of a few suitcases for more than a month.Then, when the items finally arrived in **, we were informed shortly thereafter that our items could not, in fact, be stored in ** in a suitable manner, requiring additional time and expense from us to add a step to our move of finding a local storage unit, and then, eventually, having to hire a truck and laborers to reload our items, and then unload them. An additional re-load and unload.Then, after we were informed that they could not store our items for an additional month, we were charged for that full month anyway. This is why we are filing the complaint. We are seeking reimbursement of the final month's storage fee of $219.00.Our entire experience with this company has been a nightmare. I can't express how many times I've had to call them, how many hours have been spent on the phone trying to work out errors, etc.I also believe that they have muted or blacklisted my phone number, as I have been unable at times to get through to them from my phone, while I have been able to connect immediately from my wife's phone.This company is not serving its customers in anything approaching a competent manner.

  

  Business Response

  Date: 05/01/2024

  We appreciate our customer letting us know about the issues he experienced during his recent move. We deeply apologize for the delays and billing issues. A team member was able to reach **************** to learn more about his experience and to provide a refund for the billing issue. 

  Customer Answer

  Date: 05/01/2024

   
  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:03/27/2024

  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.

  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

  Date: 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 Answer

  Date: 04/04/2024

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/25/2024

  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.

  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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/14/2024

  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.

  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

  Date: 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.