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

  1901 Treygan Rd Ste 190 Garner, NC 27529-5353

  
• 

  1-800-Pack-Rat LLC

  1720 Boulter Industrial Parkway Webster, NY 14580

• 

  1-800-Pack-Rat LLC

  260 S Niagara St Lockport, NY 14094

• 

  1-800-Pack-Rat

  11 Perina Blvd. Cherry Hill, NJ 08003

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:03/11/2024

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

  

  Business Response

  Date: 03/13/2024

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

• Initial Complaint

  Date:03/07/2024

  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.

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

  

  Business Response

  Date: 03/12/2024

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

  Customer Answer

  Date: 03/12/2024

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

  

  Business Response

  Date: 03/15/2024

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

  Customer Answer

  Date: 03/18/2024

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

  

  Business Response

  Date: 03/28/2024

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

  Customer Answer

  Date: 03/29/2024

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

• Initial Complaint

  Date:02/27/2024

  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.

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

  

  Business Response

  Date: 03/01/2024

  1-800-Pack-Rat Zippy Shell sincerely apologizes for the customers experience. Our **************** Department was contacted regarding the customers complaint. Their team advised a thorough investigation was conducted, and it was determined there was not enough evidence to support that the damages incurred resulted from a faulty container. Based on the investigation results, there was not enough evidence to support any negligence on the part of our staff. There was only evidence to evidence to substantiate what is considered to be normal shifting and improper packing. For this reason,the company cannot accept liability for the damages incurred. 
  
  If there are additional questions/concerns, we request that the customer contact our **************** department directly at ************** or by emailing *********************************.

  Customer Answer

  Date: 03/06/2024

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

  

  Business Response

  Date: 03/11/2024

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

• Initial Complaint

  Date:02/22/2024

  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.

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

  

  Business Response

  Date: 02/23/2024

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

  Customer Answer

  Date: 02/27/2024

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

• Initial Complaint

  Date:02/19/2024

  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.

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

  

  Business Response

  Date: 02/20/2024

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

• Initial Complaint

  Date:02/16/2024

  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.

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

  

  Business Response

  Date: 02/20/2024

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

• Initial Complaint

  Date:02/16/2024

  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.

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

  

  Business Response

  Date: 02/21/2024

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

  Customer Answer

  Date: 02/22/2024

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

• Initial Complaint

  Date:01/26/2024

  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 do not want to do business with pack rat. I contracted red rover for my portable storage unit. A few months later they sold to pack rat. As I stated I do not want to do business with pack rat, so upon notification of the business changing hands I asked red rover to remove the unit. Almost 4 months later I still have a portable storage unit that Ive requested be taken away by red rover and pack rat. Ive called 5 times spoken to a number of agents and supervisors. They will not take the unit back unless I sign a new contract with pack rat. I dont want to sign a contract because I dont want to do business with pack rat. I just want them to come take their property back. They do not respond to my calls and emails and so Im filing a complaint.

  

  Business Response

  Date: 01/30/2024

  We sincerely apologize for the account and pickup issues our customer has experienced. A team member has attempted to reach ******************** to discuss the situation and learn more. We hope to speak with her soon. 

• Initial Complaint

  Date:01/04/2024

  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.

  I ordered a pod on Nov 29 th 2023. Pod was dropped off Friday, Dec 1 2023. I closed on my home and moved Pod to new location and pod was empty the end of Dec 29th...I called the 30th, Sat , but due to holiday, they were not answering phones, so I went online and ordered pickup. Couldn't get pickup until Jan 2 because they were closed for ***************** was picked up first thing Tues the 2nd, and they charged me for another month. I think this is terrible , and the woman I spoke to on the phone was not helpful, basically told me that they would not reimburse me for the Month because was the beginning of a full month and for missed pickup by the 1st...I am so disgusted and will never use them again, and will tell everyone I know not to ever use them...How can you charge someone for a full month when had the pod empty and sitting , awaiting for pickup, and the company was closed for the holiday. How is that my fault? Very upset ...

  

  Business Response

  Date: 01/08/2024

  We sincerely apologize for the issues our customer had with scheduling the pick-up during the holidays. A team member has reached out to discuss the situation and has processed a refund for the monthly rental. We hope to speak with ****************** soon.

• Initial Complaint

  Date:01/02/2024

  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.

  I booked for two months with one 800 pack rat. It was from October 2 to December 2. I then called them to see if I could push the date back for a pick up to December 11. The person I spoke with mentioned, there would be transportation charges which I agreed to. He then proceeded to tell me that if I did this within the first six days it would be free of charge. I then explained to him that I still needed this to be picked up on December 11. I also said I would pay a prorated cost knowing it was a week and a half into a month cost. He never explained to me that I would be charged for the full month. I emailed them when I received the $80 quote asking if somebody had to be at the house when they picked up which I did receive a response stating no. I received a charge for $325 to my account which bounced and did not get fully Received. I sent them an email asking about that also wondering why it was for the full cost and not the $80 that they quoted me. Never received a response. Then a few days later, I did receive a $425 charge on my account which did go through. I have since emailed them six times trying to get a credit back to my account, or at least an explanation as to why the whole month was charged and not explained to me that I would be charged for that and no one is responding on email. I cannot get anybody to speak to me on this matter and I have asked them to send me emails so I have documentation. Im just asking for a cut back of whatever the prorated cost would be for the month. I have an email stating the receipt of $80 for transportation which was quoted , Im not sure what to do on how to get my money back.

  

  Business Response

  Date: 01/10/2024

  We are truly sorry for the any confusion or miscommunications surrounding the charges during our customer's move. A team member has attempted to reach ************ multiple times. We hope to speak with her soon to discuss this in further detail.