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

  8 Nicholas Ct Dayton, NJ 08810

• 

  1-800-Pack-Rat

  1000 Towbin Avenue Lakewood, NJ 08701

• 

  1-800-Pack-Rat

  11 Perina Blvd. Cherry Hill, NJ 08003

• 

  1-800-PACK-RAT, LLC

  3415 Urbancrest Industrial Dr Grove City, OH 43123

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/14/2025

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

  

  Business Response

  Date: 07/16/2025

  *******, thank you for taking the time to share your experience with us. We deeply apologize for any miscommunications that you may have experienced. Thank you for speaking to a member of our team so that we could gain more insight into the situation. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you.  
  
  

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired this company to move from ************* to *******. They are refusing to pick their unit up from our driveway. We are living in an ************* and are not allowed to have things in our driveway for more than 5 days without getting a letter from our HOA about the unit. It has been here for 11 days so far and they still have not picked it up. It is blocking my car in the garage and I need my vehicle for work, they do not care. I have called multiple times and have been on hold for literal hours each time only to be transferred to a different department to be put on hold again and again and then told there is nothing they can do. They are deliberately leaving their unit on my property and using my driveway as their own personal storage area! I need this thing gone and they dont care at all. I have now read other reviews and this seems to be a common occurrence. What will it take for this company to be shut down for fraud and trespassing! They have no customer service AT ALL and will keep you holding for hours, and if you leave your number for a call back, it takes hours for the call back as well. Absolutely terrible company and something needs to be done about their blatant lack of business ethics!!!

  

  Business Response

  Date: 07/02/2025

  *******, thank you for taking the time to share your experience with us. We deeply apologize for any miscommunications that you may have experienced. We are happy to know that we were able to pick up your unit and complete your move. We hope that one day, we will have the opportunity to provide a better, more secure customer service experience.
  

• Initial Complaint

  Date:06/24/2025

  Type:Sales and Advertising 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.

  The initial process with pack rat for our cross country move was good. My salesman was lovely. The trouble came once I got to my destination and my pods hadnt arrived as scheduled. looked on my account and the business had deleted my contract for my 16foot pod entirely. When I called and told them only one pod was on the account they say thats all they had record of and it was coming delayed. Luckily the *** was able to review call notes to determine I should have indeed had 2 pods on my account. However they had no way of telling what pod was mine and full of my stuff or where it was located. Luckily I had put an AirTag in the pod and was able to tell them where it was. Also we scoured our photos and was able to tell them the exact pod number. They had to recreate entirely a new contract for the difference. They charged me but failed to account for the deposit I had already paid and additionally charged me a storage fee that I had already been told I wouldnt be charged. I have emailed almost daily a manager there and she is not responding. I have also called and its hard to reach a person once you are actually a customer. If you havent signed a contract they call you persistently, but once they have your business they ignore you. The delay this has caused is affecting my work as all my computer equipment is in this pod they lost so its financially impacting my life. Additionally our important documents are in there and its preventing our son from gaining employment. I cannot get anyone to respond to me or refund the overcharge they were not supposed to take. It isnt my fault they deleted an entire contract and lost my pod. I shouldnt be charged any sort of storage fee for their mistake and negligence.

  

  Business Response

  Date: 07/02/2025

  Rachel, we deeply apologize for the issues you experienced during your move.  A member of our Resolution Team has attempted to contact you so we could discuss the events that transpired during your move. We are happy to confirm that your unit has been delivered to your new address and can confirm that a refund has been issued on regards of the inconvenience with your move. We hope that one day, we will have the opportunity to provide a better, more secure customer service experience.

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23506963, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Rachel Haney

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired 1800PACKRAT to move our stuff from ********, ** to **********, **. The moving pod was supposed to be delivered between 5/27-5/28. When it did not arrive on 5/28 my husband called. He was told the forklift was broken and that it would be delivered 6/4. It was not delivered on 6/4 and my husband called again. He was told they were still having issues and it would be a bit longer. It is now 6/24 and we still do not have our stuff and no one from the company has contacted us. Also, they CHARGED ME an additional $356 on 6/16 for the pod that should have been delivered 5/28. I would like my stuff, a refund of the $356, and a partial refund of the original moving amount ($2,332).

  

  Business Response

  Date: 06/26/2025

  Allison, we apologize for the delay you experienced. Thank you for speaking with a member of our team so that we could provide proper compensation to you for the delay. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you.

• Initial Complaint

  Date:06/23/2025

  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 contracted with 1-800-Pack-Rat to move a 16 ft container containing all my possessions from ****, ** to **********, **. I was initially quoted a price of $3,300 for the entire move (It was going to cost $3,300 for transportation, and an additional ~$300 for one month storage, but they agreed to waive the storage fee). The following string of poor services occurred:- Container was to be delivered on June 13. At 3:30 PM the container was still not delivered. I called and they assured me it would be there that day. It did not show up that day, and no communication was given about this until I called them the next morning, at which time it was delivered.- Once container was picked up it was held at their storage facility for 3 days, at which time I called them asking why it had not been shipped. They claimed to have been instructed to keep the container at the facility until a move was requested. I was frustrated at this, as I had specifically asked for it be shipped immediately on initial booking, and at no point was any communication given to me of this. This fact was not clear on their website either, and I was unable to request transportation on website (button did not work).- Because of the above, my container will be delivered a week after the initial date (initial pickup was June 18, allowing 10 days for transportation as per contract would give a delivery date of June 2, instead they now tell me it cannot be scheduled until June 8.- I was charged a total of ~$4000 for services, including the ~$300 storage fee I had told would be waived, and $400 of additional "transportation fees" that were not included in the initial quote (despite the agent giving me the quote assuring me all fees were included). I felt this was a bait and switch, as they raised the price after they had all my possessions essentially held in ******. Multiple calls to multiple representatives did nothing to remedy the above problems.

  

  Business Response

  Date: 07/01/2025

  Connor, we apologize for the issues you experienced. Thank you for speaking to a member of our Resolution 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: 07/01/2025

   
  
  Complaint: 23501071
  
  
  
  I am rejecting this response because:

   

  While I am somewhat mollified by the price being reduced back to the original price, I remain unsatisfied because of the continued delay in receiving my items. As of July 1, my items are in the storage facility at the final destination, but I am being told that my items cannot be delivered to my home for another week. This is unacceptable, as tomorrow marks 2 weeks from the initial pickup date (aka tomorrow is the day my items were to be available), and it is unacceptable that it takes a week to deliver a container to a destination within the same town. Furthermore, when I spoke to a representative last week they told me that if my items got to Orlando early the container would be delivered to my home early, but now representatives have gone back on that promise. 
  
  
  
  Sincerely,
  
  
  
  Connor Woodward

  

  Business Response

  Date: 07/02/2025

  Connor, thank you for taking the time to bring this issue to our attention. We apologize for the experience you received during your move with us. We can confirm that you are set for the soonest date for the delivery of your unit.Our team works hard to provide customers with the best support possible and we apologize that this wasn’t your experience. We hope that one day, we will have the opportunity to provide a better, more secure customer service experience.

  Customer Answer

  Date: 07/03/2025

   
  
  Complaint: 23501071
  
  
  
  I am rejecting this response because:

  Issue was only partially resolved, as follows:

  Billing adjustment issue was resolved. The bill was adjusted back to the initial quoted value. I am satisfied with that.

  However, Packrat failed to deliver my container on time (14 days from initial pick up, aka July 2). This was despite having my container in the town of destination before 14 days were up. My container arrived in Orlando the evening of June 30, but they then were unable to deliver my container for another week (scheduled on July 7), despite being just across town.

  
  
  
  Sincerely,
  
  
  
  Connor Woodward

• Initial Complaint

  Date:06/16/2025

  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 have had a storage container with pack rat for over a year now. I have been paying the monthly $365 for the unit while waiting to buy a new house. We purchased a new home on June 2nd, 2025 and had called Pack Rat a week prior, May 24th to schedule our container being brought to the new house. When we called to schedule, we paid over $2000 for the transportation fee, as we expected to do, and they scheduled us to receive the container on June 5th. On June 5th when the container didn't show up I called pack rat and after waiting 4 hours for a call back I was informed about a wall collapsing at the warehouse. It didn't damage our unit but they said they couldn't go in to get any units. After looking in to it, the collapse happened over a month before I called to schedule my shipping. Pack Rat did not inform us of this when we called to schedule and had no problem taking our money, knowing we would not be getting our stuff on time. There had been no communication about when to expect our container. We have seen news articles of others recording theirs from the facility but still haven't gotten ours. I have had to spend hundreds of dollars replacing items we already own, just so my family has beds to sleep on, dishes and cookware to make food. This is ridiculous and horrible business practice.

  

  Business Response

  Date: 06/24/2025

  Chris, we apologize for the issues you experienced. Thank you for speaking to a member of our dispatch 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 were able to deliver your unit and resolve this for you. Thank you!

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23475186, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Chris Forsyth

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a storage pod and paid the initial fee. Then I went online and extended the unit a couple more weeks, playing the remaining balance upfront. The screenshot attached specifically shows Estimated Future Transportation Costs: $0.00; however, the lady I spoke to on the phone today told me I owe $95.23 upon pickup on Saturday.When I told her I paid the remaining balance and told her it showed no future costs, she was dismissive and unprofessional in her rebuttal and proposed solution. She said she cant control what the app says but told me I owe the money and shell send me an email. When I told her again that the website indicated no additional money was due, she continued to be abrasive and dismissive. If this is a system glitch own it. Dont place blame on the consumer for your companys technological hiccups. I paid the balance indicated.I was also told I would get a text reminder the day before pickup which never happened, resulting in the pod not being empty during the original pickup date. When the driver called, she asked if it would be ready the next day and I said absolutely. Then all of a sudden the lady I initially talked about called me today and said there are no pickups and I have to wait until Saturday. I better not get charged for your inefficiencies in processes and or being short staffed, because I didnt get get a text reminder as previously advised.I welcome you to pull the call and feel free to retrain your staff on de-escalation and conflict resolution.

  

  Business Response

  Date: 06/12/2025

  ******, we deeply apologize for the issues you experienced during your move. Thank you for taking the time to speak with a member of our team so that we could discuss the events that transpired during your move and provide adequate compensation for your experience. Please let us know if there is anything further that we can do to assist 
  
  

• Initial Complaint

  Date:06/11/2025

  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.

  Booked date of 03/19/25 for a long distance move from ******** to ******* - One 16ft Pod. Scheduled delivery of on the of 30th of May.After ******* to pack the pod for the long distance move to ******* to meet our deadline and making sure with customer service that they could pick up on 06/06/25 and shipped with the timeline of 10 business days. On the original pick date, I logged into my account and seen that the pick up date changed to 9th without my knowledge. I called customer service and spoke with someone who stated that the drivers couldnt get that day and it needs to move. So it need got moved to the 9th, a little frustrated I accepted and was promised it would be picked up on the 9th. The 9th came, and after sitting around all day, I called customer service again who stated it would be picked up between *******. Again frustrated I said okay and waited, 730 came and still didnt get picked up.I called customer service AGAIN who stated they couldnt get to it today but they will be there on the 10th first thing in the morningThe 10th came, still no one showed up I called customer service again who stated I called the driver and they assured me your pod will be picked up between ******* again I waited from 12-2, no one showed up or called. Called customer service Again who stated pick up times are subject to change Then comes back after putting me on hold saying no is answering so you have to wait. My POD is still hasnt been picked up 5 days after the original scheduled appointment. This company is horrible, the customer service is trash , the communication is terrible, they dont help you and just push you off to the customer service agent.

  

  Business Response

  Date: 06/19/2025

  Zared, 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 your unit has reached the destination facility and is now scheduled to be delivered to your new home! We are happy we could resolve this with you.
  

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were promised a deliver of anytime on 6/6. When they failed to deliver our pod as promised, they promised by 8am on 6/7. When we ***led we were told sorry it will be there 12-4, next recorded *** reveals a quote of 3-7. Then we received a ***l saying it will arrive at 2:30. Now we ***l at 8pm and have heard nothing and spent the day waiting for its arrival at the empty home. Original delivery date was 6/6. We want compensation Pensaran for canceling movers twice and time spent waiting two days in a row.

  

  Business Response

  Date: 06/16/2025

  ********, we apologize for the issues you experienced. Thank you for speaking to a member of our Resolution 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: 06/16/2025

   
  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:06/09/2025

  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.

  This business wont help me remove a container that was supposed to be picked up yesterday. The driver never showed up and when I call I get transferred to a supervisor who never answers. When I ask them to come pick it up they tell me I will have to schedule a new pick up day. But I have a HOA who wants it moved **** is and going to fine me 500 dollars. ***** Pack Rat is unwilling to help me

  

  Business Response

  Date: 06/13/2025

  ******, 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 and complete the pickup of your unit. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you.
  
  

  Customer Answer

  Date: 06/16/2025

   
  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,
  
  ******* ******