ComplaintsforPackRats Movers LLC

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I heard about this company from a friends FB post who had a good experience so I contacted Packrats for my move. On the day of the move, they changed my time to complete another move then they didnt remember what size my apt was. They arrived in a pick up truck with a rented trailer hitched to it. They cleared out the apt quickly and on the way to the moving destination, they stopped to eat, but didnt notify me. I waited and later, they arrived to the apartment to unload when I noticed the Glass mirror in my curio cabinet was broken. The movers first told me it was a glare from the sun but it was not. That was Friday 3/29/24. The movers said they would replace the glass on Saturday 3/30. They took measurements before leaving Friday and reached out on Saturday to tell me that the place who cuts the glass wouldnt reopen until Monday and they asked if that was okay,I said yes. On Monday I contacted the company about the glass and received no response. Tuesday, no response. Wednesday reached out-no response. Thursday phone call, left message, no reply. On the following Monday, I texted them as well as Wednesday (texted) and Thursday (called) with no response. On 4/9/24 I reached out and there was initially no response, but then with the third call, someone answered and said they were out of town, returning soon and theyd contact me. Prior to their leaving, the company should have responded to as the cabinet is a family heirloom that remains broken with the contents that are supposed to be in it, still In boxes. On 4/18 I was told that the glass would be brought to me on 4/19 at 1pm. As of April 20th-I contacted Packrats and they havent responded. Therefore I would like reimbursement for my deceased mothers curio cabinet.

  

  Business response

  05/28/2024

  Hello several parts of this review is false.  The item was already damaged and chipped and we let the customer know that we can still move it but its already damaged and may damage more if we moved it. It was falling apart the back of the piece was not secured which was where the glass was and not stapled together. We did say we would get this repaired just because the small crack spreaded. We can still complete but the amount the customer asked for is also false. Thats the amount he paid for the move. The exact amount and also the movers did let the customer know about that they had to stop at ********* I can attached text message showing so. We cant replace the cabinet since it was damaged already but we can replace the glass although that was already cracked before moving. The crack just spreaded through the drive which is normal for a crack to do.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to preface this post by saying that I move a lot for work. However, PackRats may have offered the worst moving experience I’ve ever witnessed. Further, the movers I hired to unload at my final destination said that the way PackRats movers loaded the truck was probably the worst they’d ever seen. I reserved a smaller truck for the move but ultimately had to take a 26 footer. This was WAY more room than needed (the proof being that everything fit into a 10x15 storage unit on the other side with ease). Yet and still, the PackRats guys struggled to fit all of my items in the truck. They spread things way out and didn’t utilize space. They put heavy items at the back of the truck. My father suggested repeatedly that they should bungee things in so they don’t bounce around. The movers repeatedly declined. As a result, several of my items were damaged. My brand new bicycle ($1100) was scraped up in three areas, my trash can ($50) dented in on all sides, my utility cart ($75) dented and the wheel broken off, my Italian leather sofa (expensive!) was all wet and rubble found on the bottom of it (can’t assess damage yet because I have it wrapped), Potterybarn desk table ($1500) was scraped, and so on. I imagine there is more damage but I won’t be able to do a full assessment until I fully unpack once I move into my new home. Suffice it to say though, even with these several items listed, significant damage was done. When I contacted the mover (******** I believe) was not at all apologetic yet said he’d come out to repair items, to which I replied “if you fix items to the same degree that you pack, why would I accept this?” His next offer was to compensate me $40. This is insufficient. I’m particularly upset because again, and at minimum, he could have apologized. He could have taken the time he was paid for (3h) rather than rush to get done (they loaded my truck half assed for 2h, yet were paid for 3).

  

  Business response

  01/03/2024

  I want to start off by saying partial of this is false. The first way we started the conversation was by apologizing and trying to fix the problem. We did offer a discount and offered to repair your items. I explained insurance and wouldn’t cover much it would have covered 60 cents to $1.00 per lbs for damaged items. So I offered to repair and give discount. The couch wasn’t the movers fault since all liquids would have to be emptied out of anything being moved and on this move you had a garden table that had water in the legs of the table so when tilting the table over the couch which was on another couch upside down all the fluids leaked from the leg to the bottom of the couch. It didn’t get on any leather or anything just the bottom of the couch which was thought to have been wiped dry by the movers. Again we tried numerous times to fix this you declined our offers.

  Customer response

  01/03/2024

  
  Complaint: ********
  
  I am rejecting this response because a $40 discount is a drop in the bucket for damage done. I’ve already explained why I would not accept your offer to “fix” items since you are not a professional. I’m requesting a refund for the move and that is beyond generous on my part considering it is not commensurate with damage.
  
  Sincerely,
  
  ******* *****

  

  Business response

  01/05/2024

  Unfortunately we can’t offer a full discount due to the move being complete and nothing being significantly damaged. We can send a repairman out to repair those items but we can not give you a full discount due to these items not being a total lost. We reviews the pice of the damages they are all repairable and with insurance you would receive than that due to insurance goes by the weight. Not even a dollar per lbs with insurance. We offered a discount and repair.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired this company through another website to help me move on June 29th, 2023. 2 men arrived about an hour late, packed up my truck and were to meet me at my storage unit to unload. Had to wait around for them to arrive an additional hour and while moving my belongings, one man dropped my son's brand new dresser drawer breaking it. The other man offered to take it with him to repair but being as I never had met them before, I wasn't about to allow them to take my drawer and possibly never see it again. The man charged me an additional $130.00 on top of what I had already paid and this was AFTER I had told them to take a brand new bike my son never used after getting it as a gift to recoup some of their costs. I sent this company numerous emails, never hearing one time from them. My drawer is STILL broken and I can't seem to get ahold of this company any longer to get it repaired properly or even speak to the man's boss who was responsible for breaking it.

  

  Business response

  08/30/2023

  Hey this was your movers we completed a move for you and got a complaint through the BBB. You said you offered a bike as a discount on time when you asked me while we were at the apartment if i wanted it since you bought it for your son and he never rode the bike. You never said anything about time off of your move and at that time you didn’t even know we were going to follow you 45 minutes to unload until I offered that. After getting to your first storage they sent you to another one we’re the dresser drawer slid out and was lightly damaged  and I offered to take it to Home Depot to repair it and bring it back and you said no you had a warranty on the dresser. I still gave you 2 hours off of your move for inconvenience. We started at 2:52 and didn’t finish until almost around 8:12 I gave you a discount  because of the dresser drawer why would you go and leave that false review after that you even said you was going to send an additional tip when you got more money. This was an false review. I attached the time we arrived  and the $130 an addition hour and half you sent to my cashapp showing the time stamp so you see when we finished. You paid 2 hours online then 1 and a half additional hours which would of gotten you to 5:52 but we didnt complete until 8:12 that’s really 2 additional hours.

  Customer response

  08/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: Dresser drawer is still broken, no insurance from company is offering to fix the drawer, regardless if the drawer has warranty, it was the mover who broke the drawer. I'm NOT giving my item to a complete stranger to get fixed as I explained in my complaint and possibly never see it again. I thought I might see some professionalism from the company and the insurance offer to fix the drawer and just have the complaint be settled. Like I said I emailed you TWICE with NO response so we are going this route. I was trying to handle it without having to leave you a bad review. Movers do carry insurance in case items are broken, correct? So, please can we get this handled that way and be done?  The bike would have given you extra money to compensate you in addition to what was paid. I didn't know I had to spell that out to professionals, sorry. I'm pretty sure you made more money on that brand new bike then you did on what I paid for the move. If you did not want to continue helping at the unload location, a simple conversation would have solved that between adults as we both were. I guess when you made me wait for an additional hour after I arrived, I should have known. I shouldn't have to pay you for driving around though. 
  
  Sincerely,
  
  ******** *******

  

  Business response

  09/01/2023

  If you like I can return the bike. You gave me the bike because you said your son didn’t want it anymore. You didn’t say it was a discount or we wouldn’t have accepted due to not needing the bike I still have it never used it. Also I discounted you $220.00 for the dresser drawer which was 2 1/2 hours off. If you like you could pay the discount that was giving I can return your bike and we could take care of the dresser drawer for you. The discount was for the dresser drawer. If you would like to do this we can get this done immediately for you.

  Customer response

  09/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Does your company not have any insurance against damage that your movers cause? That's all I really need to know. No discounts, no negotiations needed at this point. It's been too long, your ignoring my normal emails and your not giving me any insurance information and you certainly are NOT just taking my property from me after what happened. If your a reputable company, you would have insurance against damaged property, period. End of story.

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

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Occured on July 29, 2022. I paid $260. It was $65 per hour for a mover helper. I paid for 4 hours. Mover helped and then at almost 2 hours said that he was only there for a 2 hour job and had to leave but he would make sure the company sent someone over to replace him. No one ever showed up, so I am due a refund for the remaining 2 hours I paid for and nobody was there helping. I originally called that evening and was told I would get a refund that evening through *****, but never received it. I called the next day and was told I had to go through moving ******** website because I reviewed PackRats online. And was hung up on. I filed a dispute and after a week, contacted moving ******** and they said it was the PackRats responsibility to refund the money. I called back again and PackRats told me that moving ******** would help me and hung up on me again. I just want my $130 refunded for the 2 hours that they failed to provide a mover. My dispute case# with ************** is *****

  

  Business response

  09/01/2022

  [BBB Transcription via Phone

  In her contract it stated that we don't do refunds if we finish early. The job was complete. 

  Customer response

  09/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: 

  The job was not completed early. The worker walked out on the job. The company was paid for 4 hours of work. At 2 hours we were still moving when the worker informed me he was only sent for a 2 hour job, but he would have another worker sent out to replace him. No one ever showed up and we were forced to complete the remaining hours that I paid for on our own. I even called the manager that evening and he said he would send me the refunded amount through ***** that evening. When I didn't receive it the next day, I called to inquire and was informed by woman that since I gave them a review online that they were not going to talk to me anymore. They continue to ignore me and make up stories that make it sound like they did nothing wrong. The company is at fault and is ripping me off for the complete 4 hours I paid for when they failed to provide services for the amount of time that was needed and paid for.
  
  Sincerely,
  
  **** *********

  

  Business response

  09/12/2022

  [BBB Transcription via Phone]

  I will be in contact with the customer. 

  Customer response

  09/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I know this company will not contact me. They just give vague responses to make it sound like they are handling this like a professional business. They continue to ignore my numerous emails I constantly send them regarding returning the money they owe me. And I'm tired of them just being ok with ripping off their customer and not being interested in making things right, especially when they are at fault.
  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. ↩