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

  1901 Treygan Rd Ste 190 Garner, NC 27529-5353

  
• 

  1-800-Pack-Rat, LLC

  12 Forge Pkwy Franklin, MA 02038

• 

  1-800-Pack-Rat LLC

  1720 Boulter Industrial Parkway Webster, NY 14580

• 

  1-800 Pack Rat

  425 Timber Ridge Rd Middletown, CT 06457

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:08/13/2025

  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 called around to get pricing and 1800Packrat quoted me a price and when I said that was too high quickly said they could discount which should have been my first clue.The process was not explained at all. I was told one price for the move. I paid that amount and within a month request my pod be delivered to my new home. The website interface is very difficult to navigate.I got a call today as I wait for my pod, they want more money for another months rent!!! This is a bait and switch and I could have paid for 3 uhauls for what I paid by now. They claim I have to tell them when to deliver and they hold the pod. None of this was disclosed as I am just waiting on my pod!!!This will not go unhandled I called back to schedule the delivery, the robot told me I can wait 30 min or get a call back.I opted for the call back. They called me back and put me on hold!!!! Ive now been on hold for 15 minutes

  

  Business Response

  Date: 08/13/2025

  **** we sincerely apologize for the confusion and frustration caused during your move. A full refund of the most recent rental charge has been issued, and your delivery and final pickup are scheduled. We are reviewing our communication and billing practices to ensure better clarity and service in the future.

• Initial Complaint

  Date:08/12/2025

  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.

  How do I talk to humans in your customer service department?? Why can your company have zero wait for Sales, but for urgent situations with existing customers, there is no way whatsoever to communicate with your company? And you don't allow escalation to management? Your company has the most stress-inducing stonewall of communication between your **************** employees/contractors. Some of this may even be breach of contract, which ALL could have been remedied by simple communication with your customers.The amount of hours/days of MY time I've spent simply trying to have 1-minute conversations with your company is beyond embarrassing. Especially for urgent situations like a driver not showing up as scheduled and me never hearing from that mystery driver. After waiting 4.5 hours for a call center person to call me back and her promising me that I'd hear from that driver. Lies. Zero accountability and - worse - zero communication. WHY DO YOU LEAVE CUSTOMERS IN THE DARK?? It's our life's belongings and nobody in your company tells customers anything.Currently, you sent me an email 7 days ago because your *** was confused where the pod was supposed to be shipped/stored. Which is concerning. I ***lied multiple times and called. ZERO responses. Almost a week now. What is wrong with your company??? Does your company even know where my pod is? Why does it take SOOOOO much f**king effort to get the simplest f**king responses from your company????I tried talking to salespeople and escalating to management. They all say no. What?!? There are urgent situations!! Especially in your line of business!! **************** refuses to put you in touch with local drivers or a manager. They all say "I'll send an email". .... NO!! YOU DON'T GET IT!! YOUR DRIVERS ALREADY MISSED THE WINDOW YESTERDAY, MY APARTMENT IS YELLING AT **, FINING ME, BLOCKING ************* AND THREATENING TO TOW THE **** YOU NEED TO GET ME IN TOUCH WITH THE COORDINATOR!! ..."No I'll send an email"

  

  Business Response

  Date: 08/13/2025

  We apologize for the communication challenges ******* has faced and understand how stressful this situation has been. ********' unit is safely stored at our *******, AZ facility, and we will keep it there until he's ready to begin transit. ******* has been advised to please give us a call once he's ready to proceed with transit, and well move forward immediately. We will ensure ******** concerns are addressed promptly and transparently moving forward.

  Customer Answer

  Date: 08/17/2025

   
  Complaint: 23733696
  
  I am rejecting this response because:

  They aren't addressing the core ineptitude of their business: their incapability of communicating & responding to customers. It took me filing a complaint with through the BBB in order to fetch a response for a simple customer service question. (A question which PACK RAT initiated, ironically, and yet their customer service never responds to calls/emails.)

  It's obviously a problem with the company. Something that requires an overhaul through outside consulting or staffing or something major. A quick web search will yield many public complaints against Pack Rat from customers who went through the EXACT same pain I did: zero communication, unreachable customer service, being left in the dark about delivery for days/weeks, etc.

  Customers shouldn't have to resort to the ******************** to communicate with a company. And that's after countless stressful hours/days/weeks of simply trying to get into contact with human at Pack Rat.

  ...This is especially true when that company is in possession of your life's belongings.

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

  

  Business Response

  Date: 08/18/2025

  *******, we sincerely apologize for the frustration you've experienced and acknowledge that our communication did not meet your expectations. Customers should never have to rely on the ******************** to get a response, and were actively working to improve our responsiveness and service protocols. Your feedback is being taken seriously and is helping drive internal changes to prevent similar issues in the future. We hope that one day you may allow us opportunity to provide a different experience. 

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/16/2025 the storage container was delivered to my new apartment, I hired movers to unload the container, as boxes were brought into the new apartment it was noted that ants were crawling out of multiple boxes, hundreds maybe even thousands of ants, I did not want an ant infestation at my new place so we put the boxes on the porch, I stopped the movers from moving anything else in. I called customer service at 1800 pack rat and the guy I spoke with stated they were sorry and had not run into a situation like this before, he said since we stopped the movers and were going to do pest control around the boxes and the container unit they would reimburse the cost of movers and pest control. I sent the pictures and videos, and fill out the claim form. I called on 7/17 and spoke with a representative and again for assured that they would cover the cost of pest control and reimbursement for movers coming out again. I sent the receipts as requested and claim form and they denied the claim saying they were not liable. We did not have ants before moving our stuff into the container, and both representatives voiced 1800 pack rat was liable and I would be reimbursed.I paid out of pocket for the pest control and for movers to come out again, thinking I would be reimbursed, as promised but it was denied.

  

  Business Response

  Date: 08/07/2025

  We sincerely apologize for your experience and appreciate you bringing it to our attention. Our corporate claims department has confirmed that your claim was resolved directly with ******** on August 6th. If you have any additional questions or concerns, please dont hesitate to contact our claims team at ************** or via email at **********************************

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23692105
  
  I am rejecting this response because:
  
  after filing complaint with BBB, I received an email from 1800packrat claims department that the claim would be paid but I needed to sign something stating I would not file a complaint with BBB, the complaint had already been filed,  the reimbursement has yet to be paid as promised. 
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 08/13/2025

  We can confirm that our claims department has received ****** signed settlement agreement and her refund has been processed. Funds are expected to be issued within 7-10 business days. If **** has any additional questions or concerns, please contact our ***************** directly at claims@1800pakcrat or call ************.
  

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23692105
  
  I am rejecting this response because:
  
  my name is ********, not ****,  I contacted the claims department and they told me they were not handling the claim, that it was sent to another department and it would take up to 30 days to resolve. I would just appreciate to know if the claim is going to be paid out as promised . 
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 08/19/2025

  Thank you, ********. Our claims department confirmed that your signed settlement agreement has been received and processed for payment. Funds are expected to be issued within 7-10 business days. 
  If you have any additional questions or concerns, please contact our ***************** directly at claims@1800pakcrat or call ************.
  
  Thank you!

• Initial Complaint

  Date:08/01/2025

  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 had scheduled for a second container to be delivered and the first container at my address (************************************************) to be delivered Thursday July 31st in the afternoon, opting to secure the ** delivery window (a $50 fee). While at work that I received a call and text from the delivery operator at 9:18am. When I told him that I had opted for the ** delivery time so I could be present for placement, and he said "it's on my route and I'm ahead of schedule so I'm delivering it now so it's done". Then asked how I wanted the containers arranged. I told him to hold on so I could reach out to my renovation team and have them get someone out there to assist because I was at work. When I attempted to call him back he didn't answer.I had to use 3hrs of PTO to leave work in hopes of catching him at the house before he left. When I got there it looked like he had been gone since our phone call. Now the pack-out has potentially been delayed because the items that are to be loaded into the second container are fragile and may get damaged when the containers get moved.When I called the support line for assistance, I was told that the facility "wouldn't have someone to move the containers until this Saturday." The operator has delayed renovations, disrespected my time and work schedule all because he decided to ignore the ** delivery because he was "ahead of schedule and wanted to get it done."This is completely unacceptable and his relaxed tone while doing it suggests this isn't the first time he has done this.

  

  Business Response

  Date: 08/04/2025

  Thank you for bringing this to our attention ********, and we sincerely apologize for the inconvenience caused by the delivery experience. To help resolve the issue and acknowledge the disruption, we have waived applicable fees related to your order. We appreciate your feedback and are taking steps to ensure better service moving forward.

• Initial Complaint

  Date:08/01/2025

  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.

  Not sure how pack rat is able to maintain a business the way they are running. There is absolutely not one positive thing I could say about the service they have provided. The only reason this cross country move was closed with them was the promise that we would have the container delivered to us on or before the 8/1/25. Now they are saying that we are scheduled for 8/7/25 with no recourse. My wife and I have a 2 year old and a dog with us, its been extremely stressful trying to get by without our belongings. The people on the phone basically tell us to just sit and wait.

  

  Business Response

  Date: 08/12/2025

  We apologize for the inconvenience and stress caused by the delay and facility availability during your move. We can confirm that the drop-off and pickup of the unit have been completed, and the move is now closed. We understand how difficult this situation has been for your family, and we regret that our service did not meet your expectations. Your feedback has been shared with our team to help improve future customer experiences.

• Initial Complaint

  Date:07/30/2025

  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.

  I called Packrat to move my furniture and belongings from my storage in ******,** to ** where I currently live. They said that don't go there but would get ZippyShell to move it to their warehouse till it could be shipped. I told them I need them to pack the containers and paid for two people to pack as per requested along with more blankets and packing materials to make sure everything would be done properly. On March *******, three men arrived at my storage units to pack the containers. I asked if they should remove the table top from dining room table before putting it in the containers they said it would be fine. They proceeded to put my buffet on top of my dining room table and other things under the table. They covered my jewelry box mirror up with foam and cardboard but nothing to protect the bottom. When it was delivered to us on April *******, there were two gentlemen unloading and they were the ones that took the pictures of the damaged table legs before removing so they would not be held responsible for the damage. I made a claim on the damaged furniture to Packrat and sent them the pictures, it went to their insurance co.for review and investigation. They concurred that it was not their fault. I have sent you a copy of the letter they sent me as well as pictures of damaged furniture and claim. when going over Packrat's payment. We paid them$11,763.61 and ZippyShell $597.77 which is more than stated in their letter from the Insurance Co.Not only did I get damaged furniture but overpayment was taken out on my husband's credit card also

  

  Business Response

  Date: 08/07/2025

  Thank you for bringing this to our attention ******. Our claims department is actively reviewing the details of your complaint, including the documentation and photos youve provided. We understand how frustrating this experience has been and will provide you with an update as soon as the investigation is complete.

  Customer Answer

  Date: 08/09/2025

   
  Complaint: 23673380
  
  I am rejecting this response because: they broke the columns on my dining room table which is Amish built and only want to give me $340.00 which is 20 percent of the original amount I paid for it years ago because it depreciated, they said they would try to find someone to come and see if they could fix it but haven't heard back from them yet.
  
  Sincerely, ****** Garrabrant 
  
  ****** **********

  

  Business Response

  Date: 08/14/2025

  We can confirm that an offer agreement has been sent to ******, and once we receive the signed copy, we can confirm that this matter is handled. We appreciate your cooperation throughout the process. If the customer would like to speak with us further regarding the claim process, they can contact our Corporate Claims Team directly at ****************, or by emailing ***********************************************************.
  

• Initial Complaint

  Date:07/30/2025

  Type:Order 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 1800packrat for a moving quote to move my dads belongings from ******* to ******* and I negotiated a price of $2100 with the saleswoman. We agreed to this price after she went to her supervisor and they agreed to beat PODS price. She then sent a quote that said estimated total $2100 so I assumed I could trust the company and I agreed to use them. The container was dropped off July 11 and we had to pay $352.82 which I assumed was part of $2100. The container was picked up with all my dads belongings July 14 and I was contacted a couple of days later and told I needed to pay $2282 to have the container shipped to *******. I was shocked and explained to the employee that I had a quote of $2100 total and after being transferred a couple of times and spending approximately 1 1/2 hours on the phone they told me they would review my phone call and get back to me. They called the next day and told me that they couldnt honor the $2100 quote they did agree to remove $182 miscellaneous charge they were adding but I had to pay the additional $352.82. I feel like it was a bait and switch scheme where the saleswoman got me to agree by giving me $2100 quote on phone I was never told it was going to be $2452.82 until they had my dads belongings and we had to pay whatever they asked for or we would not be able to get his stuff back. I paid the additional $2100 to get his belongings but I feel I was duped.

  

  Business Response

  Date: 08/01/2025

  ******, we apologize for the issues you experienced. Thank you for speaking to a member of our team so that we could provide proper compensation to you as well as gain more insight into the situation. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you.

  Customer Answer

  Date: 08/07/2025

   
  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:07/29/2025

  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.

  I booked service with Pack Rats to move my family long distance. The container was dropped off on time, but after that, everything has been terrible. Our container was supposed to be picked up on 7/15 so we could be out of the home we sold at 9:30am on 7/16. The truck broke down and never showed up. We were never contacted to tell us; I had to call customer service to find out. The next day they didnt show up until 11:30am. We stressed that we had a verbal agreement with the buyer to be off the property by 9:30am. I spent hours on the phone with customer service who struggled to get ahold of the local facility, who I was told would regularly ignore CS calls. When a driver finally showed up, he never called ahead like he was supposed to. They offered my a $100 discount, but when I was charged, it was not applied and was more than I was quoted in the first ******** the new house, our container delivery was rescheduled from 7/28 to 7/29 without my consent or notice. I again had to call in to find out. We had to reschedule with everyone who was coming to help us unload. They have offered to talk about compensation when it is picked up on 7/30. I am expecting they will tell me again that all they can offer is $100 for a one day delay. Please help me. This has been very stressful and inconvenient and a $200 discount does not cover that. I believe they should reimburse me at least 50% of what I was charged because things were messed up on both ends.

  

  Business Response

  Date: 08/01/2025

  *******, we sincerely apologize for the repeated delays, lack of communication, and the stress this move has caused your family. While additional compensation has been provided and is now final, we truly regret the disruption and appreciate your feedback as we work to improve reliability and transparency for future customers.

  Customer Answer

  Date: 08/07/2025

   
  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:07/29/2025

  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.

  I scheduled the company PackRat to deliver my pod from ************ to ************** with an arrivial on Thursday,July 24th I was here and no one showed up no called. I called Friday morning to find out what happened to the pod, and they told me the driver ran out of time, but he would be there today. On Friday, waited all day Friday, no one showed up called that night said where's my pod? They said oh well, the driver called out sick today. We have nobody to bring it to you we'll bring it Saturday morning, waited all day Saturday morning, no phone calls and then someone shows up mid-afternoon with a pod, puts it in my driveway, only to find out that it's not my pod with my home furniture, It's just an empty pod, I call back, speak to a supervisor they inform me that someone will be right over to remove the pod and give me my pod. No one shows up. I call first thing Sunday morning, they say I'm the top priority. I'm on the list, they will be there within the hour. I wait all day long only to have a phone call from them saying that the driver called off he has an emergency today and it'll be Monday, now Monday comes and they finally deliver a pod. My pod. Thank God,between 12 and 1 now in the interim, I've had to hire a 3rd party company to to have them unload the pod for me. On the 24th of July that Thursday, I've had to cancel twice, reschedule them and I've been charged each time for doing this and I expect them to reimburse me, they informed me that they do not reimburse, they will only reimburse me for the days that were **********'s not their problem that the driver's called off and they have no drivers.I'm looking for the compensation that I put out for this third party company to help unload this pod.

  

  Business Response

  Date: 08/04/2025

  ***** thank you for sharing your experience, and we sincerely apologize for the multiple delays and confusion surrounding your delivery. While we are unable to reimburse third-party expenses, we recognize the inconvenience and concern caused by the delayed delivery and have provided an adjustment to help resolve the matter. We appreciate your patience and are committed to improving our service to prevent similar issues in the future.

  Customer Answer

  Date: 08/07/2025

   
  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:07/29/2025

  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.

  POD was picked up in ******, ** on 7/16/25. Delivery was scheduled for 7/28/25 in the AM to ******, **. I paid an extra $50 for an AM delivery. They did not show up and did not call or notify me. I had to call in and get bounced around to different customer service people. They could not tell me anything other than my POD did not arrive and dispatch could not give an update. I requested a call back today with an update. I was told a call might not happen but to watch for an email. I did not receive an update. I pre paid for movers this afternoon that could not complete their job. I flew into town and was in a hotel to unload the **** I have to fly back tomorrow with absolutely no clue how this is going to get resolved. This is going to cost me an additional round trip flight and more nights in a hotel and more time off work. I would like for a real update and to be compensated for this. The sales guy did a wonderful job of telling me how much better you guys are than a full service moving company. I now disagree. The full service movers updated me along the way and showed up on time. I am very disappointed in this and worry about how this is going to impact my work.

  

  Business Response

  Date: 08/07/2025

  We sincerely apologize for the inconvenience caused by the delay in Tanyas delivery and lack of communication. After speaking with ***** directly, we offered $550 as compensation for the disruption, which she accepted as the final resolution. A confirmation email is being sent to document the agreed amount. We hope that one day you may allow us opportunity to provide a different experience. 

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23666675
  
  I am rejecting this response because: They gave me no other option but to accept the $550 in compensation. I was out over $1000 in direct cost due to this delay. I asked if they could come up to $750 to meet in the middle on this matter and was told no. They let me pick the delivery window and pay to have that time slot, so this failed delivery expectation was set by them. I would not have incurred any of the additional cost if the agreed upon delivery window was met. 

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

  

  Business Response

  Date: 08/12/2025

  We apologize for the inconvenience caused by the delayed delivery and understand your frustration. While we appreciate your request for additional compensation, the amount previously offered will be the maximum. This was determined in accordance with our policies and the specifics of your case. We value your feedback and remain committed to improving our service.