Complaintsfor1-800-PACK-RAT, LLC

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered 2 - 16 foot shipping containers on May 7,2024 to be delivered to our home and then shipped to ********* and held in *********, until our home was ready to be moved in to. On June 15th, we scheduled our pods to be delivered to our home. The first was scheduled for June 26th, 2024 and the 2nd for June 28th 2024. Neither Container was shipped and neither arrived at our location. On June 29th, I was finally able to contact and speak to a supervisor, who assured me that both shipping containers, would arrive on July 1, 2024. We changed all our moving plans til July 2, 2024, giving us enough time to have the Pods delivered. The Pods were to be delivered to : 1048 ******* Place because there is a storage area for them. We were then hiring movers to unload the contents and bringing the contents down to our Townhouse unit at ****************************Today, the day the containers were to arrive, we tried to call 1800 PackRat repeatedly, to be sure our containers were still arriving at our home. After 10 attempts to call and speak with someone, I got fed up and posted on ********* warning everyone to never use their services as the entire contents of our home, has been missing for a week, with no resolve. It was only after my post that someone, finally called us back. Her answer to us was " There is no way your containers are coming today, and I have no idea when they will be delivered. But I promise, I will call you back at 3 pm"3 pm came and went with no phone call from Pack Rat, as to when our containers are arriving. We had to cancel our movers and now had to extend our Hotel stay once again, because we no belongings to move in to our new home. Whenever we call, we get a recording saying it will be an hour before we can speak to someone and the most horrible hold music ever.

  

  Business response

  07/09/2024

  We sincerely apologize for the delivery delays, poor communication, and the added stress this caused our customer during her move. We can confirm that both units have now been delivered, and a team member has reached out to **************** to discuss her experience. We look forward to completing this move soon. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The moving containers were supposed to be picked up on 6/29. I am unable to contact the business to obtain clarifications on why they haven't been picked up yet and the pick-up date keeps changing. It was then rescheduled for today 7/1 and then moved to 7/2 but it may not happen due to issues with the truck. Whenever I call the 1800 number I am told that I need to speak to a different department and every time I am transferred the call gets disconnected.

  

  Business response

  07/03/2024

  We are truly sorry for the delays and the lack of communication regarding the rescheduling. A team member has contacted **************** via email to discuss her experience and to confirm that the pickup was completed. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I reserved an 8 foot moving container from 1-800-pack-rat for a cross country move from ******* to **. I was quoted 3550 for cost which I was told included the first months storage. Every month there after would be ****** in **. The pod was delivered a day late, which significantly impacted my moving plans. I had to reschedule my movers, and had to miss an important appointment (scheduled months before) in order to accommodate the delivery of the container. I spoke to a supervisor and negotiated a 150 dollar discount on my quoted price due to the inconvenience that occurred. I spent significant time (over an hour) on the phone speaking to multiple representatives to discuss this. I received a lot of push back at the request for monetary compensation.A few days after the pod was delivered I was charged 326 dollars with no indication as to why. This required another phone call to a supervisor and significant time to resolve. Ultimately the charge was reversed and the mistake was acknowledged. I also expressed my frustration with the time and effort involved to remedy mistakes made by pack rat, and further discount was negotiated and applied to my quote, totaling $300 (which is less than 10% of the total cost).My container was scheduled to be picked up on Wednesday, June 26 and I received a text the night prior saying that it would have to be rescheduled to 6/27. I received conflicting information regarding whether or not I had to be present for the pick up of the container. This required yet another phone call to clarify. I was informed that I did not have to be present, and that the pick up of my container would only be delayed by one day. Now it is 4 days past the initial pick up date and I received a text that the container will not be retrieved and in route until tomorrow 7/1. Ultimately I am seeking additional discount for the poor business practices and extreme inconvenience.

  

  Business response

  07/03/2024

  We truly apologize for the delays and the added stress this caused our customer. A team member has reached out to Ms. ******** to provide updates on the move and to provide compensation for the problems that have occurred. We hope to have this resolved for our customer as soon as possible. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/11/2024 I contacted Pack Rat to deliver my Pod from their facility in ************, ** to my home in *******, **. They requested a 500 deposit which they took over the phone and got everything scheduled. However, on the deliver day (6/22 as promised) my POD never arrived. I called Pack Rat and they informed me that they screwed up and never scheduled the delivery. This has been a huge inconvenience for me and my family with moving into a new house and not having any of our things. It took over an hour to get through to someone on their phone system. I contacted them multiple times and was treated poorly. Their communication at this company is awful. They then charged me over 1500 dollars in advance for my pod shipment and I still have not received my pod. They set up a new delivery date for 6/28 which is today. I just called them and they said that my Pod is still in transit and wont be here today but sometime next week. This is completely unprofessional and unacceptable for a moving company. Every time I call and talk to a new person I get a different answer. They took my money and now keep pushing my dates back or saying it was never scheduled. The escalations department told me they would refund me 400 dollars but after stating I was going to speak to the BBB she said she was removing the refund and no longer refunding me any money. This company is awful and does not care about people having to sit in an empty house waiting on their belongings. I am requesting a full refund due to the extensive wait on my pod, paying for the pod in advance and not receiving it, poor customer service , lack of communication, and hardship this has caused me and my family with waiting for our belongings. They screwed up multiple times and still never delivered my pod. This company has no clue what they are doing and does not care about their customers.

  

  Business response

  07/03/2024

  We sincerely apologize for the unexpected rescheduling and delays. It is never our intention to cause any issues or added stress during an already challenging time, and we clearly missed the mark ***** A member of our ********************* has spoken with ******************** to learn more about her experience and to provide compensation for the issues that occurred. We look forward to getting this resolved as soon as possible. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a pack rat pod to be delivered on June 7th picked up on June 15th for a long distance move from ********* ****** to ****************** with an expected delivery date of July 1st. We placed an air tag in the pod and called to enquire about why the pod has not left ******** on June 25th. They told us it has been delayed to July 3rd. In a heated conversation with ************************************* he used unprofessional language and threatened to hold our pod in ********. He said we have no issue holding your stuff. Since then we got notified the pod still hadnt left ******** and it is now expected to be delayed to July 8th. We are concerned our stuff is being intentionally delayed after the heated conversation.

  

  Business response

  07/08/2024

  We sincerely apologize for the delays and customer service issues our customer encountered. We can confirm that that ***** unit has now been delivered at his new location. We appreciate ************** speaking with us as we work on getting this resolved as soon as possible.  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called 1-800-Pack-Rat to get a quote. Was told if I give my Credit card they can hold the price but nothing will be charged unless I decided to use the service. I do not need the service and they charge my card $500.00. When I called they stated that they could only give me $250.00 of it back. I did not sign anything and do not have anything in writing that says that . They said it did not matter.That is what they are doing.

  

  Business response

  06/21/2024

  We are deeply sorry for the billing error ************ experienced. We can confirm that the erroneous charge has been refunded, and a team member has contacted ***** to discuss her experience. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Packrat to move our belongings from one state to another, about a six hour distance. The first container arrived and was picked up as expected. This is how they get you hooked. We scheduled the delivery of the next container for the following weekend, as we have been traveling between our old location and the new on weekends due to work. We arrived at our departure location to find no container. We called, and a representative informed us that the container had been scheduled for SIX MONTHS later. Who would want that? What sense does that make? So we rescheduled for the next weekend, which in itself was highly inconvenient but overall doable. After loading the second container, it was picked up and we were given an anticipated delivery date for more than TEN DAYS after what we originally expected, due to their own incompetence. Weve called customer service almost daily, and they cant tell us anything. They literally tell us to call back later. Weve been living on the floor of our new home for more than a week, and no one from Packrat can help us at all. They have no remorse for the fact that their employee made an ignorant mistake, and they cant work with us at all in any attempt to fix the issues it caused. This complaint is a desperate attempt to get my toddler and elderly mother off the hardwood floors of our new home, and I hope it can serve as a warning to anyone who is considering utilizing this service. Please rent a truck, the convenience of the containers is NOT worth it, because it is NOT convenient. At the very least, choose PODS. These people shouldnt be in business, and I think we deserve an explanation and a refundnot to mention every last one of our earthly possessions, which theyre currently holding hostage without explanation.

  

  Business response

  06/21/2024

  We appreciate ************ taking the time to let us know about this. We are deeply sorry for the delays and the added hardship this caused him and his family during their move. A member of our ********************* has reached out to discuss his experience and confirm that one unit has been delivered and the other is currently in route. We look forward to resolving this as soon as possible. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The business agreed to provide long distance moving services (clothing, furniture, and assorted home goods) from ***********, ** to ************, ** on September 1, 2024. The business cancelled the morning of 9/1/24 and rescheduled for 9/8/24. $714.59 in personal emergency funds had to be spent on lodging because of their failure to provide services on the agreed upon date. I was also charged an additional $219 for a storage unit due to this delay.The business delivered approximately two-thirds of the items loaded in ** to the final destination in **. Clothing and furniture items with an estimated value of $9,747.29 were not delivered and these items have not been located since they were placed in the moving shell (which the company acknowledged was damaged). After 6 months of phone and email inquiries, I received a response from the business and was instructed to complete a claim form. I submitted the claim form on 4/22/24. The business responded on 5/3/24 denying liability for the loss.When I inquired what their investigation entailed, I received a series of incoherent replies. The business has since stopped responding to me.Zippy Shell's absolute failure to deliver on their commitment to provide a moving solution and content protection on 9/1/23 has resulted in nearly $11,000 in personal expenses and personal property losses. This figure does not include the $3,916.53 that the business charged for the alleged moving solution and content protection.The flagrantly incompetent and unethical manner in which this business operates is astonishing. I trusted them to fulfill a basic commitment but have instead been left with approximately $15,000 in losses that will take me years to financially recover from.Account #******

  

  Business response

  06/25/2024

  1-800-Pack-Rat Zippy Shell sincerely apologizes for the customers experience. Our corporate claims department was contacted regarding the customers complaint. Their team advised a thorough investigation was conducted and it was determined there was not enough evidence to support the items became missing as a result of our staff. For this reason, the company cannot accept liability for the damages incurred. If there are additional questions/concerns, we request the customer to contact our corporate claims department directly at ************** or by emailing *********************************.

  Customer response

  06/25/2024

   
  Complaint: 21866532
  
  I am rejecting this response because: no evidence of the alleged thorough investigation has been produced, leaving me with no reason to believe an investigation even occurred. Liability for the loss also isnt limited to staff given that I was provided with a shipping container that the company itself acknowledged was broken. 
  
  Sincerely,
  
  *************************

  

  Business response

  06/28/2024

  1-800-Pack-Rat Zippy Shell sincerely apologizes for the customers experience. Our corporate claims department was contacted regarding the customers complaint. Their team advised that a thorough investigation was conducted and that there was not enough evidence to support that our direct staff were at fault for this missing property.  It was also confirmed there were no signs of forced entry into the customers unit and no other reports of theft or break-ins at any of the contact facilities. The claim was denied due to the lack of evidence found to support the contents went missing while in our possession. For this reason, the company cannot accept liability for the damages incurred. If there are additional questions/concerns,we request the customer to contact our corporate claims department directly at ************** or by emailing *********************************.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a pod filled with family members belongings. The pod was picked up in ****************** ** after parents passed approx 8-9 years ago. We have been contacting the pod company to have it delivered for 3 weeks, multiple phone calls and thousands upon thousands of dollars spent on maintenance of this pod. They have returned not ONE phone call after they reported they will. We are looking to have to pod moved approx ************************************************************ *********** and no information from the company has been provided.

  

  Business response

  06/18/2024

  We apologize for the delays and lack of communication our customer experienced. We appreciate ****************** letting us know about these issues. A team member has reached out to give ***** updates on the delivery, as well as the scheduled delivery dates. We hope to have this resolved as soon as possible. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

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

  

  Business response

  06/18/2024

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

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