Complaints
This profile includes complaints for 1-800-PACK-RAT, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 334 total complaints in the last 3 years.
- 62 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/20/2025
Type: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.
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,
**** *******e, but was in a completely different county. I spoke to a supervisor who took the lead on this issue. Over several emails, I was informed that my pod was set to delivery on Saturday and once it was delivered, I would speak to someone regarding compensation (pictures attached). I have emailed the agent twice today (May 19th, 2025) after being told to reach out to discuss this, and have not received a response. Terrible communication, terrible customer service, terrible experience.
Business Response
Date: 05/20/2025
****, 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!Initial Complaint
Date:05/12/2025
Type: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.
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,
***** *****, I called around 10 or 11 and was put in the cue for a call back, received trainee call so I heard everything that the trainer said to her. She told the agent this is ********* she has to be transferred and we only see a pick up date of the 10th. I did state to the agent how is there a pick up date with no delivery date. The trainer stated you need to transfer her the new agent 5-I spoke to a supervisor that advised me that she spoke to the warehouse and that I would have to move my stuff into one of their containers as they could not move *********. No one called to tell me anything in regards to this as I did call and confirm on the 6th. She then stated that I would have to pay for pick up and delivery regardless of my contact that should be honored by them from *********. I then asked to speak to her supervisor as this was unacceptable. She sent an email to her higher up Who called basically I moved items over to their container and I still have yet to receive my containerBusiness Response
Date: 05/19/2025
*****, thank you for taking the time to share your experience with us and speaking with a member of our team. We are glad that we were able to complete the delivery of your unit in order to complete your move. We deeply apologize for any miscommunications that you may have experienced. We hope that one day you may allow us opportunity to provide a different experience.Initial Complaint
Date:05/06/2025
Type: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 ordered and paid a deposit for a container from this company on 2/18/25. I was given a quote stating the cost would be $442 for delivery to my old home, pickup from that home and delivery and subsequent return from my new home. I ended up having the container moved to an even closer location than previously thought my new home would be yet the cost in the end doubled! This company completely bait and switched me. I currently have my invoice from them showing I have paid ******. That is more than a little discrepancy in cost. Had I known the price would be double I would have never gone with the service. When I log into my account, my contract still shows active and there is no credit card on file yet they continued to charge it. Feels like a total scam. We have contacted them several times and they continue to say the charges are correct. I want the extra money returned my bank immediately as I never authorized to pay this much. This was a local move from one town to the next town over and the cost is insane.Business Response
Date: 05/09/2025
******, 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.Initial Complaint
Date:05/05/2025
Type: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 paid an additional $100 to have both of my pods delivered between the hours of 8a-12pm and only one pod was delivered before that time. The 16 foot pod was not delivered until 2pm causing my movers to have to wait and me having to pay an additional fee to them. Ive called multiple times to get this rectified and everytime they go to transfer me to the Escalated Team they hang up on me. The wait times to even talk to a *** are over an hour each time.Business Response
Date: 05/07/2025
*******, we want to 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.Initial Complaint
Date:04/23/2025
Type: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.
April 14, 2025.On Monday April 14, 2025, I called 1800-PackRat, and scheduled pick up of an empty container blocking my drive-way. The pick up of the container was scheduled for April *******.On April 21, 2025, I received a text and a voicemail, stating that due to an issue with a track the container cannot be picked up on April 21, 2025. I called the scheduling department of 1800-PackRat, they assured me that the container would be picked up on April 22, 2025. On April 22, 2025, I received a text that stated that the container would not be picked up on April 22, 2025: Hello. This is 1800-PACKRAT. We are having trouble with a couple of trucks this morning and unfortunately we are unable to pickup the container today. If you have any questions please reach out to us. Thank you! . This time, there is no alternate date was offered for the pick up!What type of business schedules a pick up date and does not execute on its scheduled date?Business Response
Date: 04/28/2025
*******, 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, we are happy to confirm that the final pickup of the unit has been completed. Your feedback is greatly appreciated. We hope that one day you may allow us opportunity to provide a different experience.Initial Complaint
Date:04/21/2025
Type: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.
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. Thank you so much for taking the time to speak with me and make this right.
Sincerely,
****** ****Business Response
Date: 04/28/2025
******, 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 assistInitial Complaint
Date:04/07/2025
Type: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.
Complaint: 23164001
I am rejecting this response because: the businesss response as unsatisfactory.
While I did speak with a member of their Resolution Team, the compensation offered a total of $300 is not an adequate resolution for the extensive issues, delays, contractual breaches, and additional costs we incurred due to PackRat's mishandling of our move.
To summarize:
Our original delivery was delayed, forcing us to rehire movers at significant cost.- We paid double moving fees due to this delay, of which the compensation covered only a fraction.
- The pickup was delayed by multiple days, resulting in extra rental charges, legal complications with the home sale, and a violation of our scheduled closing.
- The pickup was eventually conducted without our consent or presence, despite contractual terms requiring our presence and a call from the driver neither of which happened.
The total compensation we received does not even come close to covering the actual financial burden and emotional stress caused by these failures. The companys response did not acknowledge or address the specific breaches of contract or the serious impact on our closing process, nor did they offer a meaningful resolution beyond a generic apology and several hundred dollars.
longer on our property. No driver ever called, which was written in our contract, a complete breach of it. The unit, which was supposed to ship from ********* on Thursday 4/3/25 and arrive in ************ on Friday 4/4/25, was instead tracked via my airtag with no movement. After calling, I was told it would ship on Friday 4/4 and arrive Saturday 4/5 due to delays but as of today, Saturday, it still hasnt shipped. Their dispatch center was extremely rude. I demand a full refund for the additional moving costs and fees acquired. I also request that 1800 Packrat guarantee the units delivery on the morning of April 11 2025, as we cannot accept delivery any other day. In addition to the continuous breach or contract, the lack of communication, delays, and rude customer service are completely unacceptable. I request the BBB investigate and take action against 1800 Packrat for their failure to fulfill their obligations.
I am requesting further review by the BBB and appropriate escalation. I remain open to a resolution, but not one that overlooks the scale of damages incurred, I am requesting a minimum of 1000$ refund on this 2900$ order + additional fees incurred due to PACKRATS delays and lack of professionalism.
Sincerely,
******** *******Business Response
Date: 04/14/2025
Savannah, 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.Business Response
Date: 04/21/2025
********* we apologize for the issues you experienced. Thank you for speaking to a member of our Team so that we could rectify this issue and gain more insight into the situation. Your feedback is greatly appreciated, and we hope to resolve this issue with you soon.Initial Complaint
Date:04/01/2025
Type: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.
In February you all dropped a unit on my driveway and picked it up to be moved to *********. I scheduled my unit to be dropped off on the 15th of march but wasn't until the 19th yall took care of that issue but my pick up date I was assured that because of all of this I was still in my 5 day ***** period and would not be charged ****** a few times. Yall called me 48 hours before pick up to tell me yall have to reschedule my pick up because the truck didn't have room. On 3.26 I was charged today is 4.1 and I am still trying to get my money back. My account is over draft my rent is due and I will be charged a late fee . I keep calling about the status of my refund no one wants to help i ask for a supervisor they wont speak with me . I've contacted my bank and you all have to release it for them to give me my money. Im a single mom this isn't right !!! Im being over draft right now !Business Response
Date: 04/01/2025
*****, 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.
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