Complaintsfor1-800-PACK-RAT, LLC

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***** Pack Rat delivered a storage pod to their customer (not me) at a house that I purchased from their customer. The pod was to be removed from the property prior to the real estate transaction closing. The real estate transaction has been closed for over 48 hours now and the pod is still there. Despite multiple calls from myself and the home seller, *****-PackRat has still not picked up the storage pod.

  

  Business response

  10/10/2024

  We appreciate Mr. **** letting us know about this, and we deeply apologize for the inconvenience our delays caused. We can confirm the unit has been picked up and moved off the property. 

  Customer response

  10/10/2024

   
  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. Even so, I would add that 1-800PackRat could have easily handled the situation much more efficiently and avoided the need to involve the BBB. I found it difficult to reach a person to speak with (automated phone answering with multiple menu options and long hold times). When I did reach someone, I found them lacking on their follow through.  Do what you said you would do and return phones. That would go a long way towards better service.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled a state to state move on 9/24/2024. I worked with ****** and she was amazing, helpful, informative and even gave me a discount with loading the truck on 10/23/2024 with a local company! She was great to work with and I scheduled the moving with them! Thankfully my sister found a company that she is paying for to help me move and I was able to cancel and not have to pay out of my pocket! I called in the evening on 10/1 to cancel the order and was told that the group to cancel with doesnt work that late. I called during my work hours on 10/2 and had to wait about 30 min on hold to speak to someone. I waited and spoke to someone who then sent me to someone else, after another wait I spoke to a gentleman who was having phone issues but did call me back. I cancelled the order and he said I would get a confirmation email within 24 hours. I did not receive an email within 24 hours so I called back. The wait was longer on 10/3 and I spoke to a woman that said it would be 48 hours from cancellation! 48 hours from my initial cancellation call I did not get a confirmation email. It has been 72 hours without an email confirmation of the cancellation! I would like an email confirmation that my move has been cancelled and that they will NOT charge me any fees. It was easy to book but cancelling and receiving the confirmation has been stressful and has left me questioning the care 1-800Packrat has for their customers and care they would take with household belongings. As I said ****** was great! And the First ********* I spoke to was great but obviously didnt inform me correctly about the timeline. I believe I should be able to get a confirmation of the cancellation as fast as I received the initial quote. Which was immediately. Their cancellation process should be available online to avoid the calls and misinformation I have received! Pack rat does NOT have my permission to remove any funds from my account.

  

  Business response

  10/07/2024

  We are deeply sorry our customer had issues with the cancellation process. We can confirm that the order was cancelled with no fees. A team member has sent a copy of the confirmation to Ms. Gailbraith’s email address.  

• Initial Complaint

  09/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  When I received the first container, I quickly came to the conclusion that I needed one more. I asked to have it delivered on August 26 and picked up on the 29th. The delivery of the containers to the old house was good and the driver was very nice. Then everything went wrong with the delivery to the new house.On late afternoon on Friday August 30th, I received a text saying "we are not going to be able to deliver my containers and they MAY be delivered on the 3rd or 4th." We spent a total of 4 hours on hold being tossed around to several people with no answers. My daughter spoke with ***** and confirmed they should be there Sunday 9/1. We were able to get an email confirmation for Sunday 9/1. Saturday 8/31: Spent another hour on hold and spoke to two different supervisors who tried to contact the facilities. They all repeated that the containers were scheduled by someone at Pack Rat to be delivered on SUNDAY 9/1. Sunday 9/1: I did receive a confirmation text that the containers were going to be delivered on Sunday. My daughter spoke to another manager and it was confirmed. But by 3:00pm, the containers were not delivered and they said they would not be delivered. Monday 9/2: My daughter called and spoke with the supervisor (******) and was told that they were closed on Sundays and on Monday due to the holiday. The containers were not going to be delivered till Tuesday 9/3. Since the containers were to be delivered on Tuesday September 3rd, I lost the help I had scheduled. I had to then hire a company to help me unload the containers. This cost me an additional cost of $219! I paid $1173.62 for two containers. I feel the right thing for Pack Rat to do is to refund me not just for the horrific experience but the additional cost of movers! Total: $1392.62. How is it possible to have something go so wrong. Having customer service schedule delivery for days that you were not open! My move was the result of my husband passing in May 2024.

  

  Business response

  10/07/2024

  We sincerely apologize for the delays and added stress this caused our customer during an already difficult time. A member of our leadership team has been in contact with Ms. Walker to discuss the problems that occurred. We appreciate her taking the time to share her feedback as we are always working to improve our services.  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wrong size pod delivered Was not as they said over the phone my three bedroom house would not fit into the pod plus I hired also movers and they cannot speak English so I canceled the order and sent pod back and the movers and now they only want to give me $800 out of my $2600 For my refund

  

  Business response

  09/12/2024

  We sincerely apologize for the issues that caused our customer to cancel her move.A team member has contacted ************ to discuss her refund amount and process the appropriate compensation. We appreciate her taking the time to share feedback, as we are always working to improve our services. 

  Customer response

  09/12/2024

   
  Complaint: 22274407
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  PackRat was to pickup and deliver our 16ft box from the initial location to our new location. No timeframe was given and after 2 calls and multiple waits on line I was told at 730pm that a driver should be there within the next 10 minutes or so. I wasted my full day and lost a days wages. Its now 9pm and still no driver or call to advise on pickup. Absolutely horrendous customer service experience. I asked to speak to supervisor and was transferred to another line and robo said 2 minutes wait, I waited another 30 minutes without any one answering and dropped.

  

  Business response

  09/12/2024

  We are truly sorry for the delays and poor communication our customer experienced.A team member has reached out to ************** to discuss the issues that occurred and a discount amount. We can confirm that his move is now complete. We appreciate **** taking the time to share details of his move. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had storage pod delivered to my previous residence in *******, **. I loaded it up, moved to ******** and when I got into my house tried to have it delivered. I was told that they tried and it was too heavy. I got some people together and we got some stuff out. I ended up having surgery (Im a disabled veteran) and got behind a couple months on payments. They had no problem picking it up to repo it and bring it to their facility in *********, **. I called to set up delivery once again after getting caught up on payments and the lady in the phone said there was a note saying that it was too heavy. I explained that things were removed and it was transported just fine between ******* and *********. She went ahead and set up delivery for August 3rd. The day before I got a call. The lady said that they couldnt deliver it because the driver said it was too heavy. I ONCE again explained that I had removed stuff and that it had already been moved once the way it is. She said that shell let the driver know and he will call me and let me know what time it would be there the next day. I heard NOTHING! I still have yet to receive everything and have had to spend money buying little odds and ends for the house. I have tried to call NUMEROUS times just to get the run around or get set up for a call back that no one calls me back on. This has gotten ridiculous!! I just want the pod to be delivered to my house and to have my items.

  

  Business response

  08/28/2024

  We sincerely apologize for the delivery issues and the complications this caused our customer. A member of our Resolution Team has contacted ******************** to discuss the situation. We hope to have this resolved as soon as possible. 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a storage cube to be delivered to Fl from **. The cube was to arrive in ** on July 17. 2024 which I confirmed the day before, This was already a day late from the needed date. However, no one showed or called. I had hired workers to help load the cube. When I called later in the day, customer service called th3 facility who then stated they didn't have a truck for delivery. There was no reason given for my not being notified of that.The next day a man came at 6 AM and pretty much just dumped the unit and left. When I tried to close the door later, I found that the door to the unit would not close leaving the unit unsecured on a busy street, I called this company at 10 least 10 times trying to get this resolved with a minimum 30 minute wait time each time. Each time I was told they would call the ******** facility ot email them but no one ever followed up. I called again the day before leaving to notify them that I could not shut or lock the door. They said the driver would do that when he picked it up. That morning, I got a call at 5:12 AM from a man yelling on a speakerphone that, "I am on my way to your house and I do not know why." I tried to tell him to shut and lock the unit but he could not understand me. Again, there was zero follow up.The unit was delivered to me yesterday with the door shut and lock intact. I opened the door with no issue but again, the door WILL NOT SHUT AND CLOSE. Again, I have to leave this unit unsecured. I cannot empty it within a week. I can see that at least 1 item is missing from the unit.I have spent literally hours on the phone with this company. I just spoke was a *****, after 47 minutes of hold time, He said he was unable to help me, The customer service and condition of this unit is unacceptable, They should never have rented out this unit,

  

  Business response

  08/20/2024

  We sincerely apologize for the delays and the container issues our customer encountered. A member of our Resolution Team has contacted ************ to discuss her experience and compensation for the problems that arose. We look forward to completing her move soon. 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used them for storage and moving. My daughters bedroom furniture was ruined by exhaust soot or some kind of greasy substance from their pod or vehicle. Their claim **** said it was caused by how it was loaded or unloaded. No way !!

  

  Business response

  08/26/2024

  1-800-Packrat apologizes for our customer's experience. The corporate claims department was contacted regarding the complaint. 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. It was also determined there was not enough evidence to support the damages incurred were because of a faulty container. We encourage ***** to reach out to us directly if they would like more information or would like to discuss this matter further.
  

  Customer response

  08/26/2024

   
  Complaint: 22154741
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  08/15/2024

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

  Customer response

  08/21/2024

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

  

  Business response

  08/23/2024

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

• Initial Complaint

  08/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

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

  

  Business response

  08/15/2024

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

  Customer response

  08/18/2024

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

*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. ↩