1-800-PACK-RAT Reviews

When you reach out initially you’ll talk to a wonderful person at the corporate level who will probably throw you a discount, organize your initial pod drop off and pickup, and things will go smoothly. BUT ONCE they have your items, they will hold onto them to try to charge you more months of storage. The corporate team will miraculously be unable to reach the local facility manager where your items are stored and your life’s mission will now be to call them every day and be put on hold endless times without getting anything resolved. Long wait times, none of the 'escalation managers' have call-back numbers and if your call drops (which I feel like they did to get me off the phone) you'll have to wait 30+ mins to talk to someone again.

We flew to our new home and were supposed to have our items delivered on a Friday. Luckily we called first thing when we landed that day for a status update as they won’t let you know when they delay your delivery. They moved it to the next day without telling us, saying they ‘are normally closed but were doing spillover deliveries as they were too busy Friday to get to ours.’ Then the next day when we were waiting for our pod in our empty house they admitted to blatantly lying to us and said they ‘weren’t able to get in touch with the manager at the local facility.’ So then we had to wait a few more days (mind you we just flew to our new home and have nothing as it is all in the pod) until the next available delivery slot which happened to be Tuesday only because that’s when our pod was supposed to be picked up so there was ‘room in the schedule’.

They assured us we’d be the first delivery on Tuesday and of course, there was a ‘system error’ that removed us from the initial delivery list oh and THEN there was a ‘truck issue’ that caused a further delay or as the 'escalation manager' (who can do nothing to help you besides put you on hold) said ‘a perfect storm of minor inconveniences.’ Once again, for the 5th day in a row I am being told ‘yes your items will be delivered today at a later time’ but we all know that won't happen. The ‘escalation managers’ are absolutely useless and there’s no one higher up to speak to that can help or do anything besides try to call the local managers who seem to ignore corporate. When it comes to compensating you for your troubles, you'll have to beg and all they can do is take off a ~$50 pod pickup charge.

5 days later we STILL don’t have our pod and who knows if we’ll ever get it. I will make it my new personality to ensure no one uses this absolute trash company of liars.

The driver in FL was excellent as he had a great attitude and worked with me to reposition the units to where they fit perfectly in the driveway as space was tight on our street. The driver in CO didn’t have a good attitude and didn’t put the units exactly where I wanted them but it worked out fine. The units were well built, made of all steel construction. We had no damaged items upon arrival but a lot of that was due to careful packing of the unit and protection of our items with blankets. Really impressed with the customer service and fair pricing, we will definitely use them again for our next move. We were skeptical given some of the poor reviews, especially since Pack Rat is a sister company of Zippy Shell which has really bad reviews. Zippy shell was cheaper but we went with pack rat and are glad we did. Hope this helps someone.

The initial contracted fees were easy to understand and the final expense was exactly as initially agreed upon. There were no discussions of any upcharges. I used two – 16 foot long containers which held more weight than the other leading competitor. The units appeared very strong and the end swing door was very solid. Included with the move was two locks which worked perfectly with the doors. Overall, no disappoints and a solid 5 star experience.

Early morning of 12/17, I received a call from a manager at the local facility in Auburn, WA stating that the truck broke down on the way and needed to reschedule the delivery for the following Monday (12/19) between 7:30 am and 8 am. I was taken aback but agreeable to rescheduling after rescheduling the movers. Lo and behold, I didn't hear from anyone including a driver on 12/19 until 8 am. I reached out to the manager and received a text message from him stating that I needed to reach out to the customer service as the truck didn't arrive at the local facility in Auburn?

After cancelling the movers and calling the customer service & the dispatcher department (?), I found out that the container never left the facility in Rochester. I was told that the initial driver backed out on the contract and that they are still trying to find a new driver. As of today (12/27), my partner and I are still without our stuff living day to day with minimal necessity. The level of unprofessionalism and lack of transparency & communication from the company is beyond my understanding.

Today on the date set for the container to be delivered, (3 days before Thanksgiving) they called to tell me they checked "Google Maps" and decided their truck could not maneuver the street that I lived on. I asked them to verify this by sending someone over but they were too busy to do so and had another corporate office call me to repeat the bad news.

They actually suggested for me to rent a U-Haul, pack it with my things and bring it to their location to pack the container. I was very fortunate that when I called PODS, they were actually able to have a container delivered the next day, and after a Black Friday discount were able to make the same arrangements for $1, 100 less. If you want a reputable and dependable container company steer clear of 1-800 PackRat.

There was communication from the local vendors regarding when the units would be dropped off and picked up. The initial driver who dropped off the container empty in New Jersey had a lot of great tips on the smartest way to pack the unit to be able to fit the most stuff and to prevent damage. I am happy to report that all of our items made it to our destination with absolutely no damage. I would highly recommend using 1-800-PACK-RAT to my friends and family. If I were to move again, I would use them again!

Overall I would say we had a good experience with Pack Rat. I was pleased with the communication from customer service -- everyone I spoke to was friendly, and if I called during a busy time, I was glad that I could just receive a call back at a later time so I didn't have to wait on hold forever. The containers were picked up and delivered without issue, and we found the drivers to be very nice as well. There was an instance in which we called Pack Rat to change the direction the doors on the container were facing before the container was dropped off and this change didn't happen, but it ended up being fine for us. Instructions were clear, none of our stuff was damaged in the cross-country trip, and it was easy to call and change when our containers were picked up/dropped off.

The container we had didn't look like it was in the best shape, but it was good enough and all of our stuff was okay so that's what mattered most to us. I would certainly recommend them to anyone else looking for a moving container company that's as inexpensive as possible! I was really happy that they were able to match the lower price of another company -- that was such a big deal to us since we were trying to save as much money as possible.

Despite contacting and providing photo evidence, Packrat did not fully investigate outside of a couple quick calls to the warehouse, did not acknowledge, much less take responsibility for what happened, or provide any explanation. There was allegedly “nothing” they could do and the “max they could” do is reimburse me for a locksmith - which they followed-up on. I will note that the rep was elusive and combative in approach.

I ultimately paid for a locksmith to come out to open the lock myself. I noticed some items were in different locations than before, as well as grayish gravel/dirt(?) on items not there before, and at least one item dented & scratched w/ said grayish whatever it is. I’d like to know what happened more than “we don’t know”, acknowledgement of the situation, and remedy for failure to provide the service paid for: secure transport & storage, access to my unit which was unavailable until locksmith, and without my unit essentially be accessible to unknown parties for an unknown length of time over 9 months.

On 09-03-22 I called to get a delivery time and was told 3-5 pm- NOT the morning. At 2pm the driver called and at 3pm he arrived on the wrong side of the street yelling out the window "That's not enough space. You need 4 car lengths. You have to go to the warehouse to get your stuff". Then he left. I promptly called 1-800-PACKRAT and spoke with Melody who would call me back. At 5:45pm, I received a voicemail from Carlos who said, "They do need 4 spaces to park" also stating I could go to the warehouse to pick it up myself Tuesday.

I returned the call, and spoke with Stephanie (Escalations) suggesting I go to the permit office on Tuesday 09-06-22 to try for a 4 space permit. I had a flight booked to leave Boston on 09-04-22. Ultimately I had to pay for the hotel to extend my stay 3 days, rent a U-Haul van, and drive 60 miles to retrieve my belongings (while also getting hit by a semi). Through these 4 days they called me once and made NO effort to work with me or take any responsibility for their mistake. I was only reimbursed for the unused permit $260. Nightmare is too weak of a word.

Now, it's the day we were expecting our Pack Rat container to arrive, and this morning we get texted that the container won't be able to make it at all today, but might be here Tuesday. Meanwhile, we're out for our parking spot for the pod, a couple hours driving to and from city hall for permits, and looking at a pile of fees from the moving crew. This experience has been awful, I wish we had just done it ourselves.

After calling multiple times to alert them that the container was at my house, they finally agreed to pick it up almost 10 days after the scheduled date. When I asked them what they were planning on picking up, they had no idea. They didn't know the container number (and couldn't find it in their system even after I told them the number) or how it got to my house. I was told that my complaints about these delays, confusion and numerous calls would be compensated. No call back, no compensation, no communication.

After making a decision to change the move from a long distance move to a local move, I've been on the phone multiple times trying to make sure the billing is adjusted. Each time I call (and there were quite a few times), I was told the bill would be corrected and the move adjusted to reflect the local move. Nothing ever was changed and nobody followed-up even though I was assured that somebody would call within 24 hours. I couldn't even get a solid number for the cost of the local move. I talked to a few people on my last call and received different numbers with zero explanation from each of them. I was told my move had excess mileage fees but nobody could tell me what they were in excess of. Nothing is ever in writing and the "Quote" is just an general estimate at best. An estimate that only can get bigger, never smaller. Once they have your stuff, they feel like they can do anything.

Service is questionable. Communication is limited and nobody seems to know or care what anyone else in the company has said or done. Customer service is basically non-existent and their pricing is highly suspect at best. DO NOT USE THIS COMPANY. The hours spent on the phone (LOTS of hours) are not worth the trouble. I gave 1 star today because that was the lowest choice available. They certainly don't deserve that high of a score.

They waited 19 days from the time they picked it up to begin to ship it. Which is one day from the time they were supposed to deliver it. I had been calling asking why it had not moved (5 times) prior to it shipping. Each time they said it’s on schedule and not to worry even though no one checked on it. 7days before it shipped, I calculated it was impossible for my container to arrive on time (11hrs driving limit per day which is approximately 600-650 miles and a day for transfer to local service for delivery). I called and they agreed and revised the date by adding an additional 8 days to the delivery time. 8 days later and it’s still not here. I call but there’s no urgency in their response. They keep telling me they’re sorry but it happens. It’s the busy season. The truck broke down (really). The carrier never got scheduled. Hard to believe. The family is suffering and stressed out. No idea how much longer it’ll take them to deliver.

Days later we found out the truth; our household items were still over 1700 miles away from their delivery destination, sitting in Virginia where they couldn’t find a driver! But nobody knew this including this company for a few days!!! It was one thing after another, after another. There were many frustrating conversations, with Customer Service reps who had no idea what they were talking about, (other than a few farther up the chain of command) until we finally had our belongings delivered albeit 10 days late! The stress and anxiety about the whereabouts of our belongings were worth far more than the amount they "compensated" us for the delay.

On a side note, there is a hidden cost they include that’s called a “Repositioning Fee”. You find out about it once you have been billed. However, if you contact them, they’ll refund at least some of it. Hmmm? Seems to me they are prepared for the push back on this cost and are quick to “make it right”. I have no idea about any of 1800PackRat’s competition but these guys…You’ve been warned!

We then saw two more charges on our credit card, and when these two charges were added together they added up to be close to our original estimate we were given, so we thought we would also see $500 credit on our credit card since the Pod was picked up and everything seemed good. After several days and no damage deposit credit showed up, we called and then we're told the $500 was in addition to the other charges and was not a deposit but part of the move costs. Very deceptive and misleading to say the least... Either their estimates are light to the tune of $500 to get our business, or we were lied to. We will be fighting this with our credit card company. Too bad... since everything else was really good about the service.

I phoned the company every day and every day I've received a promise of the container would be picked up and even given a pickup window last night. I've not heard anything from them and today my online account shows that the pickup date has been rescheduled without my knowledge or agreement. The mismanagement of expectations and lack of communication and follow-through is unacceptable. We could have and would have chosen another provider to move cross country if we would've known this seems to be an ongoing issue with the company. Now, how are we supposed to trust the second container will be delivered and picked up as promised, especially when there are even more time constraints and contractual obligations for moving out of the house? I can only hope they make the current situation right and do better with our next container.

Original Review: Aug. 6, 2022

I could go on for hours but I will make this brief: <1> I paid $50 for early morning delivery, driver showed up at 2:45 (14:45) with no call beforehand or heads up email that they were going to be late. Customer service we not helpful but was able to speak with a supervisor to have the $50 refunds. <2> My container pickup for delivery was delayed on canceled 5 times without any communication on 3/5 of the incidents. <3> Drop off to new location was delayed with very poor customer service.... Currently still waiting for my container to be delivered. Would not recommend this company (1-800-PACK-RAT) and I'm skeptical about their sister company (Zippy Shell) since they use a lot of the same facilities (and possibly staff).

2nd: They raised my price during the 3 months I had my container stored at the facility, which is fine. I just wish they notified us other then 1 email and it was not just a couple dollars but a decent increase. 3: Unfortunately this is where it gets crazy: I requested warehouse access to get things out of my pod two times during its time at the facility. I was remarkably shocked how un-gentle they are in moving these pods (I remember saying to myself; I really hope my stuff is safe).

4: Time to move into our new home; when I originally called in they said you can call 7-10 days in advance to get your pod delivered; no problem. So when I did they told me 3 week wait.. And no other option. So I had to take it upon myself to hire a moving company and ask Packrat to set up warehouse access to empty it. I was told that it will be ready and outside for 9AM. Upon getting to the facility with our movers the pod was nowhere to be found and the warehouse managers told me it wouldn’t be ready until 12 PM!! Now remember I’m getting billed by the hour for these movers.

I explained I called corporate over a week ago and they ensured me it would be ready and policy is that the containers that need access are all out and ready to open by 9AM (I even called in 2 days prior to confirm). The managers said that’s incorrect and corporate should not have told me that, and said they won’t be pressured into rushing and that it’s on me.. Like some customer service .. So I incurred additional 300 dollars in charges for the movers and secondly they were very upset as well as they missed their second move they had scheduled.

Now.. I called corporate back to complain and they were shocked the managers told me that and said they lied to me and that corporate policy and all facilities must follow it and that container should have been ready for me by 9AM; and they would investigate with the facility. They said they would reimburse me for the money lost and that took a month!

Now, we finally are emptying the pod and notice damages to much of our belongings including our 800 dollar TV! Totally cracked and shattered… and damages to our dinning room table and rips in our leather dinning room chairs, I thought to myself.. I knew the way they handle those containers in the warehouse was insane.

I opened up a claim to get a reimbursement for our TV as I bought the insurance; and they said normal shifting isn’t covered! I ensured them this could not be from normal shifting.. So the claim is submitted and they said it will take 90-120 days just to get a response!!! I mean this isn’t a 30 dollar picture. It’s our main living room 800 dollar TV!

I would stay away from this company; I thought I was saving by not using PODS; but with all of this inconvenience and price increase I was wrong. Moving forward; I think PODS is the way to go. I just wanted to share my experience as it was very upsetting for my wife and I moving into a new home especially in this current housing market. My wife and I are purchasing a rental property with friends and will look into other options for this move.

I insisted the 2nd container had to be picked up because I was moving on the 16th and was starting my new job 3 hours away on the 18th. They finally picked it up on the 15th. Never did they tell us that that they would not deliver our two containers to our new home 3 hours away for 2 weeks after the final pick up until it was time to schedule our container drop off. Well, our two week and 3 day delivery date was upon us yesterday, August 1st. Of course my wife sat here all day waiting and they never showed. When I got home from work at 4pm, I had to call them and was told by the 1st customer service agent "she was putting in an urgent email to get our containers delivered". However, I heard nothing back.

I called them a second time with my wife on speaker phone and was given some excuse that it is delayed with no real reason why. The customer service agent stated That "it could come tonight, tomorrow or at some point", she didn't know. After pressing her for more information than that, she said she could see our containers were not in the "Local warehouse". Do you think anyone from the company would have notified us before my wife waited all day? After all, why wouldn't they notify us when they realized they were not going to be delivered? Instead of me having to nag the customer service rep to death on the phone??

We had un-loaders from another moving company scheduled and paid for to arrive today to unload our containers since we thought we were getting our containers yesterday. I had to call the company and cancel them. Thankfully, they told me they were not going to charge me the normal cancellation fee because they too have had issues with 1-800- Pack- Rat. Finally, early evening we got a text message on the phone stating they cannot come until Aug 5th. In the meantime, we have spent the past few weeks without our belongings, clothes or furniture (besides what we could fit into our car along with our 2 large dogs because they already had taken everything else). This company is the most unreliable company I have ever dealt with. If I could have a re-do, I never would have used Pack Rat. From what I am reading so many others are having the same rotten experience from this horrible company.

5/28- Waiting at our house for the container, still not given any contact to get the container. My husband and I drive 45 minutes each way to the Dallas warehouse and ask to speak with someone. Told that we will get our container immediately. We go back to our house and wait four hours, missing our going-away party our friends threw for us. My husband drives back 45 minutes to speak to someone. Container is finally delivered to our home with my husband following behind to make sure we got it.

6/2- Pick up second container from house, told our containers would be in Cleveland (final destination) for us to access by July 1. 6/3- Charged ‘monthly rent’ ($600) on our containers even though we were sold our first month of storage free. I call to ask for a billing fix, and customer service tells me that I have to wait for the boxes to be delivered to the final destination before any billing disputes are handled. 6/12- Based on how the pick-up went, we call to make sure that PackRat knows where our boxes are and have started the move to Cleveland. They have not left the Dallas warehouse, but after speaking with customer service reps, we are ensured that they are leaving now and will be in Cleveland for us to access on July 8th and move-in on July 15th.

7/2- Charged second month of rent for the containers. 7/7- I call customer service to request access to our containers for July 8th. Told by customer service that the containers are still in Dallas. The Dallas warehouse forgot to confirm our container pick-up but she will change this immediately and rush-deliver the containers. 7/8- Call again because I have no faith in PackRat, to be told that the customer service rep was not able to update the status of the containers. I speak with three different people that tell me July 15th delivery can no longer be met, but they can be there by July 18th. 7/10- Call again because nothing has changed on the portal, to be told the reason our containers STILL haven’t left Dallas is because we weren’t charged yet for the moving fees. Hit with $4,500 charge and told the containers will be there by July 18th.

7/11- Call again, NO MOVEMENT ON CONTAINERS. My mother drives an hour each way to the Dallas warehouse to speak with someone because there ‘isn’t a direct line to the regional warehouses from customer service’. She speaks with someone and gets his personal number and we are ensured that the containers will be on a vehicle this week. She waits for his response, no communication. 7/12- My mom drives another hour each way to the Dallas Warehouse and brings A BOTTLE OF WINE, hoping that she can get some movement. She waits all day at the warehouse until the containers are placed on a flat bed truck.

7/15- Original delivery date, move into our new home with no belongings, spend $500 on air mattress & essentials to get us through the weekend. 7/18- Containers are delivered, and we are told they won’t be able to be retrieved until July 31st, even though our original pick up date was July 18th. 7/28- Empty containers sit in our driveway until July 28th, as we incur a $200 fine from our HOA. 8/1- Spend an hour on the phone with customer service escalations. Was offered $200 for being a ‘dissatisfied customer’. On hold waiting to speak with someone else.

My last phonecall was 6pm and the representative told me that the service date was changed to next month and she has no idea why it was changed. I got forwarded to another escalation representative and the guy told me, they had to cancel 5 services for 5 families the same day due to lack of drivers and vehicle shortage and they kept apologizing why they did not inform me at all! (Basically, they lied to me telling me that the driver is on the way and my family waited the entire day for nothing.) What happened next? We are stuck, the house is sold, and I don't know what to do with my household with 2 very young children and 2 dogs.

After 24hours of not sleeping and trying to figure everything out, we end up renting a small Penske truck because that's the only thing available the last minute for a one-way drop off, all our household did not fit and we had to get rid of a lot ! We drove 3000miles with whatever we can take with us and it was the worst experience possible that this company had put us through. If there was 5 family who suffered that day, I wonder how many more families were affected throughout the month, perhaps the whole year? ***This company deserves a class A lawsuit and I wish this review can be addressed and taken seriously.***

SOoo today I get a call from a sweet sounding woman who wants to resolve the (bad) situation with additional compensation and she ups the anté another $100? I refuse the offer again and I said “$400 or even $500 is not make me any happier, I’ll take my chances in court and get ALL of my money back.” She then proceeds to tell me that I have every right to seek legal help (yeah, I think I already know that). So disgusted with everything this SCAM company has done to me and many others. There is NO Resolution in Progress from 1-800-Pack-Rat. BTW I asked when will empty container be picked up since it’s been here waiting since 7/27 and today is 8/03 and her response is “tomorrow“. That Orphan Annie song pops up in my head again “Tomorrow, tomorrow!".

Updated on 07/26/2022: Soooo, I’ve expressed my displeasure and total disappointment with 1-800-Pack-Rat on this page along with other social media outlets. No e-mails from Customer Service over the weekend and as of last Friday when CS said they were not sure what was going on with the facility in this area (so IF Customer Service doesn’t know what’s going on how am I supposed to know where and when my container will be delivered?)

Like I said before, trying since mid-June to get my container to my new address 81 miles from home, nothing but delays and ** from 1-800-Pack-Rat. No response from Customer Service when I send an e-mail and say “What lame excuse will I hear next time?” CS said that the facility has called my cell and left a voicemail neither which is factual. (I send screenshots of my call log.) No word all weekend and I was promised a delivery in early July then after the 4th by the 8th then the 21st then “tomorrow, tomorrow" (I could hear that Orphan Annie song).

Today July 25th I get a from the driver and he is on his way. Container arrives finally and I don’t blame the driver but I voice my displeasure and he says “I hear it all the time and I don’t know what Customer Service does.” The driver was great and he position the container perfectly. I sign the form and write in the comments section. I get a call from 1-800-Pack-Rat offering me a $400 discount. At this point with so many glitches, I would like a 100% discount for the aggravation but I’m a reasonable man and I understand that the company has expenses so I ask for a 50% return on my $3k but he is not authorized to go that high.

I feel sorry for the guy since he’s just a cog in the sticky wheel and I reject that offer. I’ll take my chances in small claims court and I will continue to try to recover some of my losses and give this company the bad press it deserves. Coming to this page I now realize that I am not the only one affected by the inept and unreliable services of 1-800-Pack-Rat. If they were only truthful I might not be as outraged but that’s how it panned out. Buyer Beware and make sure to get an accurate quote on monthly storage, possible facility transfers (which will greatly increase price) and exact dates or you’ll end up like me. I put my faith in this company to stick by their mission statement of “#1 in customer satisfaction” and they failed me BIG TIME!

Original Review: I wish I could give this company a MINUS 5 stars. That’s how bad they are. I could go into all the details but there are a lot. I thought that I was making the right decision rather than hiring a mover to have 4 men place my belongings in a storage facility then pay those movers again plus the cost of the storage. I-800-Pack Rat delivers a 16’ container that you can fill yourself at your pace and then they pick it up and store it at $400 per month which seemed like a better alternative than the typical moving company. Boy was I wrong! I packed the unit in late February and finally found a home in mid May so $1,200 in storage is still less than 4 movers x 2 =$2,400 plus $125-$200 per month storage.

I would call 1-800-PackRat to get an estimate for if I moved to Dover DE and I was quoted that it would be considered a Local Move (70-80 miles). I call several times just to make sure and I was happy with the price (so far). Then when I decided to move to Lehighton PA 81 miles I was told that it was now considered to be a long distance move and to top it off my container could not be delivered directly to my new home but would have to be transferred by a trucking company (?) to another Pack Rat facility in Pottsville PA taking my container 40 miles out of the way and causing a 7 business day delay (11 days due to 4th of July weekend).

Not much help with agents so I called customer service and things got progressively worse. CS said my container would arrive after the 4th but not at my home but to the out-of-the-way facility and then another 7 business days? New date 7/21 but NOooo! 7/23 and no call and no container in sight? CS stated that she does not know what’s going on either? E-mails go unanswered, phone calls to main number have me on hold for 40 mins and using the “call back” never happens. CS said that I was called and left a voice mail so I sent a screenshot of my call log to show no one from 1-800-Pack Rat called or left a voicemail! I was charged not $300 but $1,500 for the facility transfer plus whatever it will cost to finally get it to my home if that ever happens.

Stay clear of this SCAM company. There was no conversation about possible facility transfers and delays in all of the phone calls that I made. One agent Eve said “This does not make sense that they would go out of the way when your home is just another 7 miles so they could just transport it directly to your home.” CS said all agents that I talked to should be trained to know all the details and all conversations are recorded. I responded “well I hope you can access those recordings so you can hear what I was told” but of course no reply. Now e-mails to CS go unanswered? This entire experience with 1-800-Pack Rat is a sick joke. Don’t make the mistake I made and look at all the other horrible reviews.

I have expressed my concern with them, as well as informed them we have contractors scheduled to come grade and clear our land on 7/25/22. This work has been scheduled since before moving and I have stressed the importance of the container being taken off the premises immediately. I have already paid deposits for this work to be done and cannot afford to cancel and reschedule months out because 1-800-PACKRAT cannot do their job. I contacted every department I could including the warehouse manager directly and nothing has been resolved. This company is horrible and cannot keep to their route schedules, or choose to only prioritize those in major city areas. Not expecting a resolution anytime soon as they are clearly already too incompetent. Completely unsatisfied!

Original Review: July 18, 2022

Cherry Hill location has to be the worst facility to deal with. I STILL HAVE A CONTAINER SITTING ON MY PROPERTY!!! It was supposed to be picked up July 12th! I called every day and was promised it would be picked up. Here it is Monday July 18 and I went back online to check it, it says it's open to schedule but nothing is available until the 26th..?? The customer service ladies try and help but no one at the Cherry Hill location ever answers the phone. The property where the container is sitting is being settled this week and all of our stuff is still there. C'mon Packrat, pick up my container today!

Pod was to be picked up July 12. I called customer service that day to verify pickup and was told by Matthew that they were too busy to pick it up that day so they would try to get it in a couple of days. And that I would have to be charged another month’s rent. I called the billing department to make sure I wasn’t being charged the extra month and was assured I wouldn’t be. Pod was picked up the next day and my bank account was charged the final amount, which was 20% more than the estimated cost. I called billing again, and they couldn’t explain the difference so they transferred me to escalation, who could not help so they transferred me to customer service, who said they didn’t have anything to do with billing.

I called another number (1-877-774-1537) and got through to Jessica in billing. She reviewed the account and agreed I was overcharged so a refund was supposed to be issued for $175.12. A few days later, instead of the refund, I am charged another $57.27. I called the billing office and was told the wait was over an hour and they would call me back. After waiting 2 hours, I called again and got the same message. Finally I got a call back and the recording said to hold for a representative. After holding for 20 minutes, the representative answered and asked for my phone number. As I was giving it to her, a recording came on saying the representative had hung up.

What did Packrat do as promised? 1) Packrat did drop off the container on June 2nd. 2) Still waiting for #2.

What did Packrat NOT do? 1) On June 5th I was informed that I wouldn't get my delivery in PA until early / mid-July. Only after I spoke with a CS rep for 3 hours and demanded that the quality department listen to my recorded sales call, did Packrat realize I did schedule a delivery for Jun 15th and paid for expedited shipping. 2) Packrat did not deliver my container on June 15th (Packrat delivered my container on June 18th, again after 3-4 hours waiting on hold and trying to talk to a CS agent. 3) Packrat did not pick up the container on June 20th. 4) Packrat did not pick up the container on July 6th (new date for pick up). 5) It is currently July 11, and Pack has still not picked up the large storage container in front of the garage. Over the past 4-5 days, I get a text each day from Packrat that says:

"Hello-This is Packrat. We are experiencing a major delay still due to having one truck and one driver with a packed schedule, as we are still playing catch-up. I wanted to notify you that we will be picking up your unit on, 7/6 (then 7/8, then 7/9, then 7/12, now 7/13) with possibility of further delay...We are trying to accommodate all customers in a timely manner that are affected by this delay. We apologize for the major inconvenience this may cause...We will keep you updated as fast as we can on your services."

I tried calling, but the wait was over 2 hours on multiple occasions.

4 - In order to avoid conflict with customers Packrat has taken the following two approaches with me (perhaps not proactively): 1) They make you hold for HOURS in order to connect with a customer service rep who doesn't have the ability to make things right, or 2) They send you form text messages continuing to push back your services.

We called the next day and were told there had been a "glitch" in the system and the container was scheduled to be picked up on July 6th from Connecticut even though they had already picked up the container over a week before. The representative told us the new earliest date the pod could be delivered was July 21st, almost 3 weeks after the day we were supposed to get the pod. We were told dispatch was out for the day and since it was a holiday weekend they couldn't give any other updates until July 5th.

When we called again on the 5th I was told the pod would be dispatched that day and was scheduled for delivery to our house on the 14th. When we saw the location the next morning hadn't changed we called again and were told the pod had been dispatched and "just hadn't updated in the system". When we told the representative we knew it hadn't dispatched because we had an Airtag in the container she put us on hold to "speak to her supervisor" but then told us the pod would be dispatched on July 8th and get to the local Colorado facility on July 11th and still on schedule for delivery on the 14th.

I don't understand the need to lie and make things up. Once we started having all of these issues and looked into it online, we saw a ton of reviews with similar experiences and 1-800-PACK-RAT also throwing on hidden fees. It seems like the company doesn't uphold their end of the contract and just does whatever they want once you pay your balance. I'm wondering why we even paid for expedited shipping when our container is probably getting here even later than standard shipping. There has been no accountability, urgency to rectify any mistakes made, or any offers of compensation and the attitude appears to be "it'll get there when it does". We are deeply unsatisfied with the service and will actively tell people to avoid using 1-800-PACK-RAT because moving, especially across the country, is already stressful as it is and no one should have to deal with having all their personal belongings delayed from filling their new homes for weeks at a time.

Containers were delivered to our home north of Seattle (three hours-plus from the Puyallup facility) promptly and exactly when promised. After three units had been filled and taken to the warehouse, we had to change our move destination to East Texas. While packing container #4, we were informed that they don’t deliver that far from their facility (even though it’s only about five miles farther than our Coupeville, Wash., home is from Puyallup). Another one of their bogus tactics to wear us down and finally give up. “We can maybe find a Walmart 50 miles from your house that will let you use their parking lot. We can park the containers there while you unload, reload, then take everything to your home 50 miles away, and unload it again.” Now that IS generous! All that AND possibly a trip to the ER for heatstroke while packing/unpacking on 120-degree asphalt. But sadly, even that tempting offer doesn’t pan out.

Only two weeks before our Texas house deal was to close, we found ourselves upstream without a paddle. What was our recourse? Have all of the containers --six at this point—brought back to our home, unloaded, and then -- what? Pack-Rat prides itself on having excellent customer service. Well, it does…if that service means employing delay tactics and deflecting responsibility—and when you can get someone besides an operator on the line. “The manager in Dallas makes all those decisions. We in corporate can’t do anything about it.” Sound familiar?

Finally two weeks ago, someone from corporate called to say they would try to deliver the pods to our home. And by the way, our case was now to be overseen by Mr. **. (Not kidding!) They would be in touch very soon. Well, no. There have been no calls/emails/texts from Mr. ** or anyone else. More delays. In the meantime, we have been paying rent for storage at their warehouse, not because we couldn’t take delivery, but because they wouldn’t deliver! This company needs to be held accountable for their unconscionable treatment of their customers, and mafioso business practices. We can’t decide if they are inept, greedy, or both. Perhaps the legal system will decide. So, if you still want to use the Rats, just remember: you’ve been warned. Good luck to our fellow movers!

I contacted the company and asked if they shipped to Oklahoma, and they said, absolutely. I had a contract on a new home, and they confirmed shipping there wasn’t problem. Everything was great, and I packed the first container. The company came and swapped the full container for an empty one. Unfortunately, the bid for the house fell through, but I was able to find another home close rather by, (only 29 miles away). This house was much closer to a major city, so I figured everything was good. That was until I called Pack-Rat to update the address.

I gave them the new zip code, they informed me that they do not ship to that zip code and transferred me to Manager Josh. I was shocked that they could not support a location only 29 miles away. I explained to Manager Josh that I was in a tight situation. I had already loaded a unit that they had already picked up, and I was about to load the second. I let him know that time was limited because I had other movers coming soon to pack the rest of my house. To which Manager Josh said, "Unfortunately, we do not deliver to that zip code."

Now desperate and asked, "Can you please contact that facility and see if a waiver of some sort was possible?" I even offered to pay $1,000 dollars on top of the $8,500 I was charged, in order to offset any extra costs that may be incurred. To which Manager Josh said, "Sorry no." He then said they had a partner company that delivered to that zip code, and I thought yes, hope...alas, no. 

I asked Manager Josh if their partner company can deliver my already packed unit and again he said, "Sorry no." Ugggh. Manager Josh told me that I would have to go to the facility and transfer my things (6000lbs) to their partner’s container to do the delivery. So after packing the unit at my home, I would, go to their facility, unpack my unit, repack everything into their partner's unit, to bring everything 29 miles to be unpacked again at the home. And, I would have to pay their moving price plus that of their partner.

This didn’t make sense to me. I was panicking now, and asked him what he would do if he were me, to which he simply said I gave you the only option. Mind you, the first unit was just picked up and was sitting in storage close by. I then asked Manager Josh if there was anyone else who I could talk to who might be able to help and he said nope, I'm it. 

Again, I was shocked. This from a company that is supposedly dedicated to customer satisfaction, there was no "let me try to figure something out", no "maybe I can call someone who can help". Just simply "no, we do not deliver to that zip code". After sitting on the phone dumbfounded for over a minute, I asked, "Can they bring back my unit?" To which Manager Josh said yes, and it would only cost me $700. To which I said wow! I will now, in total, pay $1,000 to pack my things from my garage into a unit, only to have it brought back to my same garage and unload a few days later. Again, dumbfounded. But what was I to do? 

I asked how soon can I get the unit back so I can unload it prior to our movers showing up? Manager Josh said, "It will take at least a week because we are all backed up with orders." OMG!! The unit is coming back just prior to the movers coming, and will have to rush to have everything ready. To be honest, I understand the situation. Maybe there are significant fines if their container is found in the new zip code or something like that. What really upsets me was the total lack of empathy with regard to my situation. Just matter of fact. Pack-Rat might be a little cheaper, but you get what you pay for and that is not customer service. I strongly DO NOT recommend Pack-Rat and suggest you think twice before paying them. Thanks for nothing Manager Josh. As a customer, I was completely UNSATISFIED.

Original Review: We utilized 1-800-Pack-Rat for our long distance move from Florida to Virginia. Customer service was great setting it all up. For the initial delivery of our 2 empty containers we were contacted in advance by the driver letting us know when he would be arriving. The same driver was great picking them up. That's where everything good about this move fell apart. We had a delivery date of our full containers scheduled for June 25th. Since no one called the night before, we called them the morning on the 25th. We were told by the customer service rep that she would contact the Richmond facility and that we would be receiving an email with the updated information.

About an hour later, I received a text message that stated "Unfortunately, we have had to reschedule your Deliver Full to 6/27 (both units) due to unforeseen circumstances." On 6/27, since no one called the night before, we called on 6/27 to get an ETA. The customer service rep again contacted the Richmond facility and was told that they would not be delivering the containers and did not have a date as to when the containers would be delivered. They told the customer service rep that they didn't have any trucks! What kind of moving company has no trucks to deliver the property they were hired to pick up and deliver? This is totally outrageous and unacceptable. We paid just under $5000.00 for them to move us. It was great on the pick up end but they have left us out to dry on the delivery end. We will be seeking compensation for the stress and inconvenience.

They were late for the initial pick-up despite scheduling in advance, and calling in advance and day of to confirm. We had to leave the pod in front of the house when the new family moved in. DAYS after they were supposed to pick it up. And at delivery at our new location, they delivered the pods a day late—so we had to scramble to find movers for a second day and pay movers twice.

For the final pick-up, we called relentlessly and they promised they were coming for pick-up. It’s been two days since the scheduled pick up, and despite numerous phone calls and assurances, the pod is still sitting in the middle of our cul-de-sac to the frustration now of not only us but also our new neighbors. We’re also being fined by the HOA.

Customer service is useless. Many promises, no ability to ensure follow-through or change the actions of the local delivery depots. Even the drivers acknowledge that it’s not we’ll run. If you have a big driveway, and don’t care about delivery timelines, then their shipping containers will work. But if you value prompt, promised service or even the integrity to tell you the truth about when your pods will be delivered or picked up (however late), I would suggest you go elsewhere.

Our unit was scheduled to be delivered this past week but it never showed up to our new home. We called multiple times waiting for over an hour each time to speak to a representative. The evening of the original arrival day they assured us the unit was on its way and they would let us know an hour before. The following day, still no word on delivery so after multiple phone calls and long wait times we are assured the unit is at our local facility and will be delivered on the upcoming Monday. Monday comes and still no word on delivery so here we go again on the phone with supervisors.

One supervisor tells me there was a mishap with printing the label, and it shows that our unit left the local facility and he is having the local manager check and make sure our unit is actually there in order to get it on the truck and delivered to our home as soon as possible. I get a text in about 2 hours that our POD will be delivered on Friday (a week later) due to a truck break down.

So I call back again, speak to second "supervisor" who had zero empathy, refused to transfer my call to anyone who could help me in this matter and the kicker - tells me our unit is not at the local facility but in transit and will not be delivered till Friday at best because they are still waiting to receive the unit. I tell her multiple people have confirmed our unit is at the local facility and she then changes her story to say yes she thinks it is there but won't be delivered till Friday due to truck issues as our text states. I ask her to please confirm our unit is at the local facility as the previous supervisor was waiting for conformation our unit was there in the first place. She then said, she never told me our unit wasn't there, and as a sound medical professional my jaw is now on the floor. So now I'm worried they have lost our unit altogether.

I get off the phone with this supervisor as she solved none of our issues and only made this process that much more of a nightmare by providing conflicting information. We again are waiting for a return call or some sort of information and no contact is made so begrudgingly we call back a third time and yet another supervisor confirms our unit is at the local facility and the quickest they can get it to us is Friday. So we ask what type of compensation they provide as our family is now staying at a hotel because our only option is sleeping on a bare floor and after paying over $4000 to this company, we expected our belongings on time. They tell us the best they can do is $50 a day. I AM MIND BLOWN. I'm cramming my family in a small hotel room because it is around 200$ a day for one room and all they will provide is compensation for $50 a day until the unit arrives.

Also, that compensation doesn't extend till Sundays because they're not open yet I'm still paying for a hotel regardless. I tell her when we asked why their price has tripled in 2 years, they told me it is due to inflation and gas prices. Well yes, we are all feeling these prices so maybe you should adjust your daily compensation fees if you're going to hold your customer's pods for a week longer than promised. And that week is assuming our Pod will actually arrive on the new stated date. We feel so defeated and all of our belongings are sitting who knows where. Please take note before booking with this company, you may end up in this nightmarish situation like us and it is not worth it. I will be telling everyone I know especially for military moves to steer clear of this company.

It finally got to the facility and I was able to schedule the delivery. I went to the site right away and there were no openings for about another 10 days. I scheduled them all for June 11th. They had originally promised they would arrive on May26th. They delivered 1 on June 11th. They came with the next one on June 12th and left the first empty container in my driveway. I tried to call customer service several times and put my phone on speaker when I was put on hold. I listened to their music for hours and never got to speak to anyone.

I went to their website and the open days would not allow me to schedule a pickup. I then posted about this on their Facebook page. They then contacted me and I was able to speak to someone on the phone. At that point I had paid the next month's rent on the first container and about to pay for another month on the next container. They said they would pick it up when they dropped of the next container. They came and took it away when they dropped it off the next day. It put me over the 30 days so I paid another month's rent.

I got the number from the driver and called the warehouse directly. I was able to schedule the next container right before the rent was due and the other before the 3rd month's rent was due. A day or 2 before the pickup they sent an text saying they changed the pickup date. The new date put that container over 30 days. They said I would not be charged but I was. They are supposed to pick it up today. The last container is scheduled for June 28 the. I have very little confidence that it will actually be picked up on that date. I expect I will be paying a 3rd month's rent on that one. I don't know if this company is run this badly or this is how they make more money. What should've been a 2 week move is coming up on 3 months now. I have never felt with a company this bad in my entire life. Do not use this company!

Ethan would not give any confirmation that he would be able to get a hold of the facility or promise any delivery date or time. He certainly did not mention they the following day a Sunday they don't even deliver. I found that out calling today the 19th the facilities were closed and they could send an email and they would put me down for a Monday morning delivery. I have wasted my entire weekend over this and now have to take time off work to unload a trailer during the week that was supposed to be here for me to do this weekend. No part of this is acceptable.

My pod was also delayed FOUR times and I had to reschedule my movers over and over, it was ridiculous. I paid $600 for expedited 7-day delivery, but then it was a full week late, beyond even their standard shipping timeframe. And yet I had to argue for 25 min for them to refund the $600 expedited fee for not actually providing that service. There was also a hidden $100 "premium delivery fee"(?????) or some such, which, after I filed a BBB report, they also refunded "because your pod was delayed", so I guess if it wasn't, you'd get some random extra $100 charge even though you're already paying $5000 for the move.

Oh, and I paid for a "guaranteed" AM pickup of our pod, and he arrived at almost 2 pm, and I had to cancel another truck service that was supposed to come that day, because they couldn't get in because the pod wasn't cleared out of the driveway. Absolutely terrible all around, and I am embarrassed that I was in such a stressed rush on my move that I didn't catch all of the reviews similar to the one I am posting now warning others of all of this.

When I do get someone it's because I call as a new customer and then get transferred around and magically anyone who answers cannot fix the issue and just transfers you again. I want a refund! I have wasted countless hours on hold trying to get this situation fixed. I have missed business calls and this is time I could have spent working and growing my own business. This is no way to run a business. You can't just go and stick surprise gas charges in. Everyone is paying more for gas. That's the cost of doing business. I could have gone with pods for $2245.25 and had none of this headache and received a fully metal airtight/weather tight container as advertised. This business is run like a scam.

Original Review: June 13, 2022

We had our container picked up in Oakland and did not have a final destination as we were still looking for a home. We clarified the areas we were looking around the greater Los Angeles area including where we ended up (Ventura) and the sales rep said no problem. Now 6 months later we are trying to have our stuff delivered and they said. "Sorry we don't service that area" even though they service within 10 miles of it. They literally won't go the extra mile. The option they gave us is to come pack our stuff into another company's container and have them deliver it! I've been on the phone for 2 hours at this point trying to get them to deliver our stuff to us!

Original Review: This company is not worthy of my business. Will never use again!!! Scheduled a delivery for June 10--no show, no call, no anything. Called and spoke with a Sidney **. Claimed she knew nothing about how the schedules were organized and said I am scheduled for the 14th. Asked to speak with a supervisor. Put me on hold for 45 mins. I had to hangup. I received an email from Sidney saying they would add me to a priority list so if they have any cancellations they will get you scheduled. She could not give me any information on delivery until the freight supervisor arranged the schedule.

This company is a complete disaster and I will continue to let the world know how poor their service is--actually there is nothing close to service!!!. I really don't know what to do, I made this booking back in March 6th. Please before booking make sure you book with respectable company because moving is a lot of work and no one should worry about the moving company.

Original Review: May 23, 2022

100% DO NOT RECOMMEND especially military moves. We moved last summer. They missed the pick up of our empty unit, no contact… Got pushed back a few days with no follow up from their end. Ended up costing us extra $$ with our local storage unit because we couldn’t unload with the empty unit in the way before they charged our next month here. I called and at that time was promised a refund of $337.50. Well this negative balance has been sitting on our account since August. The person who promised this didn’t make proper notes and they are still holding my money. How a negative balance isn’t a credit is beyond me but the “supervisor” says that’s not the case. RUN FAR AWAY and find another way to move your items.

Not just one, but up to five every 24 hr. period. Thinking something was wrong I called and was put through to the regular sales line where a random salesperson picked up. I explained I’m getting all these urgent text messages about my quote and they said “yea they’re just reminders”. I emailed the salesperson back and said this is a good way to “lose” customers rather than gaining. Who came up with “this” system? Badgering after a quote is agreed on? She offered to take my phone number off the system and this stopped the spamming.

Issue #2: Near the end of March, now one month before the move, I checked in again by trying to call her as she said to contact her directly in her previous email. Her email signature closing includes her number and extension. When I call I get “this extension is no longer in use”. Ok, not a big deal but it just adds to the growing list. We speak through email and I find out that quotes are only good for 7 days. Ok, I will call and place the order within 7 days of my requirement. In the meantime, I’m offered a “My PackRat account” with a login ID and password. I try logging in and the “copy and pasted” password is rejected.

It’s now the last week of April, five days before I require the container. I waited so the quote would remain valid through the 7-day limit. I call and get a random sales associate and put my order in referring to all the details I’d gone through over the past two months. We agreed on the Friday of this week I would receive a 16 ft container by 10 AM.

I gave her my Credit card and received a confirmation email. Two days later I noticed while reviewing the confirmation that the destination address didn’t have a name, instead the street address was repeated on two lines. Not wanting to have a problem with the delivery I called back to get this corrected. Once again a random sales associate (no way to talk to the same person) checked it and it was correct in the “system” but for some reason not in my email confirmation.

Issue #3: When I said I was looking forward to receiving the container this Friday the salesperson said “I don’t see that your order is in”, What???? “Yes there’s a quote but there's no order to deliver”. I said, “You've got to be kidding!" She entered the order and I said, “I’m sure glad I called”. It’s now Friday morning 8 AM, I’m on site waiting for the container that’s scheduled to be delivered before 10 AM. I have to leave for the airport by 2 pm to fly out of state so time is critical. 10:00 comes and goes and no container, I’m not surprised at this point the way everything else has gone so far. My phone has been on and there’s been no calls from the driver. I don’t have my computer but only a smartphone now so I bring up the website and see a chatbox.

Issue #4: “I hope you’re ready for this one.” I put my name in and a person comes back right away. I typed my order number and explained that the container is late and I’ve heard nothing from the local company. The person types back that the order reads “anytime delivery”. What???? I typed back “you've got to be kidding!" (This phrase is starting to take on a life of its own). In the middle of this an apparent automated response comes up that reads “We haven’t heard from you in a while, do you want to continue this chat?” I look at the previous message timestamp and it's only 1 minute old. This deserves an issue of its own so we’ll make this #5.

The person types back that they will try to find out what the schedule looks like for the driver that’s supposed to be delivering. As I’m typing back my issue with time today, a message comes over the top that says “We haven’t heard from you in a while, would you like to start a new chat session?” And with that, I’m cut off, literally 60 seconds since the last message! Who would put a stopwatch function on a customer service chat window? Especially when you’re trying to type each word on a phone. I want to talk to “THAT” person! It’s now 11:30 and I get on the phone, a random salesperson picks up and once again I go through my whole story.

Issue #6 (wait for it… here it comes.) He explains that there’s three time windows you can choose from; morning, afternoon or late afternoon/evening. There’s a $50 charge to make a selection, otherwise to save the $50 you can choose “anytime”. “I don’t care about the $50.” I said, “Why did three previous salespeople not tell me about this?” “Why am I only hearing this today after it's too late? Why did the last person select “anytime” when I clearly said 10 AM or earlier? The salesperson had no good reasons for any of this and I think he sympathized with me. So on top of not knowing about a preferred time of delivery that I could have chosen, and not receiving a call from the person who’s supposed to be delivering today even just to tell me “anything” about a possible time, the salesperson now gives me the grand finale; issue #6.

He says it appears there’s a problem with the dispatch yard that services this area and no containers are available today, perhaps next week. There’s a long silence on the phone, I’m thinking to myself “I’ve been dealing with this company for two months setting this up, they know it's not a simple house move across town that could be done “anytime” but instead a cross-country move that requires coordination between the pickup location and drop off and it's now come down to this… No container and I have to leave the location where my stuff is in just two hours”. At least there wasn’t a 60 sec. timer this time because it was probably a whole minute before I composed myself to came back with a response. “So what am I supposed to do?” I said.

He again stated perhaps next week they can get one here. I said I would have to put my things in storage but with only two hours even that’s going to be a challenge because my parcel is over 2000 lbs. He offered to cancel the order and there would be no charge (Oh that’s nice to know). Ultimately I was able to arrange alternate shipping that same day and confirmed with Pack-Rat over another call that I wished to cancel the order. The salesperson confirmed that it was cancelled and asked for a reason for the cancellation. “Wow, where do I begin” I said. I tried my best to do a 60 sec. synopsis of this whole mess and when finished she had the nerve to say “So the company did not meet your expectations”.

I couldn’t believe it, she tried to make this sound like it was “my” fault. That “my” expectations were too high to expect not even one out of three salespeople could tell me that I have an option to select a time of day if I need a specific time even though I said I did. And I’m expecting too much for my order to be placed into the system even after I pay with a credit card and we both agree to a drop-off time and location. And I’m expecting too much to receive a phone call when no container is available on the day of delivery, instead, I have to call. All I can say is “WOW”. This company completely dropped the ball and lost a $2700 sale for what should have been a very simple transaction. Buyer beware.

Then I was told I was not actually charged for an expedited delivery but there would be no refund because the charges were for the fuel surcharge. I was well aware of this possibility but was not informed in any way that my card would be automatically charged for any amount. Nor was I provided an itemized breakdown of the additional costs before my card was charged. I have been told I need to wait a couple of business days to see the itemized receipt. At this time, I waiting to see that itemized bill to understand how it totals $700.

Original review: I rented from PackRat for my son when moving out of college. He wasn't sure where he would go next (same city or different city). Not a problem says PackRat... They lie. It's a big huge expensive problem. If you want the container delivered to a different city, you would expect them to quote you some changes, but have the ability to make it happen. No, they do not. You have to get the container delivered to the "service area" of the warehouse storing the container. Now, ask them to tell you what that "service area" is, what zip codes, and THEY CAN'T TELL YOU. So you never know if moving across town, to a new town, or across the street if you will be able to get your stuff. So now the only resource is to hire a truck and go to their warehouse to get the stuff and drive away. For this, you are still paying HUNDREDS of dollars in fees.

We then got a call from our tenant the day of moving that the mover did not show up with any moving blankets (which we have a recording of the sales individual saying that they would show up with packing material ie tape, boxes, etc). Our real estate agent helped us in a big way and ran to Home Depot to supply zippy shell with all of those items. Later, we got a call from our tenant stating that the mover forgot ALL of our porch furniture and a TV hanging on the wall (all of which were signed off on by the movers that they had packed). I called ZippyShell and they said they'd send the movers out the next day to grab the TV & the porch furniture as the shell was still in Denver... This pickup never happened either- we had to end up giving the buyers of the home the porch furniture ($700) and TV ($650).

Things got worse.... When I met ZippyShell to unload the shell in October, I was met by very friendly (3rd party) movers. As they were unloading, they mentioned our $1600 Dining Room Table had a bunch of scratches and was chipped based on the way it was poorly packaged into the ZippyShell... They said take pictures ASAP and send in to 1-800-packrat. Upon unboxing everything else, we noticed that they Scratched/cracked our 85" TV ($2000) and completely scraped a mattress to the point that it tore. (We have photos from our tenant the day of loading showing that these items were in pristine condition so that he received his damage deposit back.)

We submitted the claim to ZippyShell on Oct 19th, 2021 and they claimed it would take 90 DAYS!!! No one ever came to look at the items for the claim or contacted us. Keep in mind we PAID for their moving insurance as well... Following this, we received an email from their claims dept on Dec 31, 2021 stating that they wished to offer us $575.15 vs the claimed amount of $5,534.34. When we said we want to appeal their claim decision, we received the below email: "The 1-800-Pack-Rat Zippy Shell claims department has received notice of your desire to file an appeal regarding the determination provided on your claim. The claim will be re-evaluated by our leadership team and a final determination will be provided within 7-10 business days." Since then, we have received no correspondence from Zippyshell and it's been over a MONTH!!!

We are going to spend the $$ to make sure that this company makes this right for us. We want to make sure we leave this review EVERYWHERE we possibly can to warn individuals from using Zippyshell (AKA PackRat). We are in discussions with attorneys and will be approaching ZippyShell ASAP with legal action should we not hear back from them in 48hrs of our last email. BEWARE!

This is a management issue and we cannot take this out on employees of a badly run company. The supervisor told me she needed to find out what happened. I told her I would stay on the line. She informed me that she is required to email the facility to get an answer. Do you believe this? In the end no one called me back. I advise you to look elsewhere for this service. You don't know if they will ever show up. Now I know what kind of response this review will get. Owner: "I'm sorry this happened to you...Blah...Blah...Blah." Again, Buyer beware.

My container was on my property since 12/30/2021. 1800 Packrat was closed from 12/31/2021 - 01/03/2021, so they could not pick up my container. Additionally, the bad snowstorms caused the delay in them picking up the container timely. The packrat customer service team is rude and unprofessional. They are also heartless and money-hungry and only cared about charging me for a full month of storage that I had not used. They refused to refund even a partial amount of the fees. I hate this company and will never do business with them again. They are unscrupulous and greedy. Fast forward to yesterday and they charged me another $87, for which I am not sure about. They are criminals and should be sued out of oblivion. They siphoned over $500 in fees from me for January for a container they have in their possession, which I am sure they will rent it out if someone needed it. They are corrupt and have no conscience. Very unethical company.

1) Getting quote/scheduling --> pretty straightforward, I have to admit they were very pleasant and responsive till the end of this part. Once you shared your credit card information and booked then it will take forever to reach out to them over the phone and I have a screenshot of my cell phone for how long they keep me waiting on hold till someone respond, still the representatives are not very helpful at all, they keep sending you from service to billing back and forth and funny while they are doing it they are asking if there is anything else they can help me with, well- you didn't help at all in the first place for one thing you are responsible to do, why keep asking this Q!

-- I was initially told by (Zack) the driver's working time is between 7 am till 5 pm. I was told the drop off is between 7 am to 1 pm on the scheduled date for my address (if there is a delay, it won't be past 5 pm). This time frame was working well for me, so I didn't pay extra 50$ to fix it a AM or PM delivery.

-- Emails with the details of the plan and charges sent over me and asked me to create an account, for any possible changes I can do it myself (it never worked, so I had to call them over and over and after long holds, they can find other available time for you.

It is a delivery day and no show up, all my unit stuff moved to the front of the complex and we kept waiting, after 1 pm when they didn't show up and didn't even care to communicate that on Saturday Nov 27, I called and was told the driver will be there between 3:45 -7:45pm and they send a message to the facility to let them know that we are waiting. It was cold and we were tired and had to ask the mover to leave as it was passed their time. Called them at 7:30, I was told there is no delivery for that day and they actually working from 7 am till 10 pm so no other driver can do it for that day! Shocked by the way they respond and never apologize for all inconveniences- After complaining this issue with the manager "Carlos"- he said he will send an email and try to see if they can deliver it tomorrow but no definite time frame provided. I had to leave my stuff in front of the complex overnight hoping nothing will happen!

In the morning I called 5 times to make sure they will have the delivery for that day as my lease ended and I couldn't stay longer in there. Now I scheduled the drop off the container that they stored in their facility for a month to the new address. While we are waiting in the new apartment, after we were told that it's on schedule for today they didn't show up and once we called them again- they said their facility is not working that day.

I had to extend my stay in the hotel as I don't have access to my stuff to stay in the new apartment. And Of course they don't try to make it up for the next day delivery, they told us they don't have access to the facility plan and had to schedule it to MONDAY! Another 3 nights added to my bill staying in the hotel plus forgetting that I paid the mover to unload my container in advance and have to pay them again for rescheduling it for another day! So RUN from this company!

Next, the pick up of the container for transport to Georgia was scheduled for 12/24/2021. On that day the driver texted well past 9:00 PM (which we missed the text because it was late & the house was asleep) saying he was on his way. Then received another text saying he was rescheduling the pick-up due to a car parked in front of the container. Mind you it was past 9:00 PM & were we not even given the chance to get the car moved for the pickup. The next day I called, with no answer, & text the driver to ask when they would arrive to pick up the container. He texted back it would be sometime that day. He never showed. I again called, with no answer, & text the driver to ask when they would arrive to pick up the container. He texted back it would have to be the next day (that would be 12/27/2021, 3 days after the agreed-upon pick-up date).

On 12/27/2021 I again called, with no answer, & text the driver to ask when they would arrive to pick up the container. I never even received a response. On 12/28/2021 I called 1-800-PACK-RAT, & spoke to a woman who was very rude but said she would email the local location to see what was going on & the location manager would call me back. Never received a call back just an email stating that the pick up would happen 1/3/2022 & our agreed delivery date of 1/17/2022 in Georgia would be 1/22/2022.

Today, we were charged an additional $628.25! So upon contacting customer service we were told that the discount was applied & the additional cost was for fuel. Which was never disclosed or agreed upon. We asked to speak with a manager where he stated that we have to wait for the container to be delivered to request a refund for the late delivery but we should have been told about the fuel so there is nothing he can do. So now we are stuck paying for an additional $628.25 because they can keep our belongings if we dispute the charge. This manner of business is unacceptable & we are now going to contact an attorney to see if this is even legal.

When we initially booked we were told that we needed to call a couple of days in advance when we were ready to move, reached out today as soon as we got our closing date and they cannot pick them up until 10 days later. Again we were told that someone would contact us and we did not hear from them. They allow the booking to take place acting as if it would be an easy transition and that misrepresentation cost us time off from work and no resolutions. We are now sitting with two full 16' containers and no way to move them. We are heading into a holiday weekend and we are older, leaving us stressed and still waiting for a call and a resolution.

Eugene is Oregon's third largest metropolitan area. It is not unreasonable to expect them delivered to our home. We paid $6700 to them for moving and delivering them. That's in addition to the over $22,000 we paid for them to store our units for the last 22 months. That's a lot of money they've gotten from us. They are willing to reimburse us $100 per container for lack of home delivery, seemingly a whole $300 makes up for their lack of service. So wrong. Now we have to pay even more to try and get our stuff home. To say we are disappointed, frustrated and angry feels like understating our experience.

The gentleman on the call immediately thought that couldn’t be correct and stated he would try to remove the fee. However he came back on the call with a different and horrible attitude. He stated that the fee would remain. I informed him that this was not a “pickup” as the replacement POD was still onsite. At no point when we called in about the damaged POD did anyone mention a fee for a pickup. And nobody charged us to have the replacement POD delivered in the first place. It’s not our fault they were unable to pick up the POD at the time of replacement. However now we’re being charged because they are treating this as a pickup. The gentleman continued to state that we would be charged for another month rent, which is ridiculous since this is a damaged POD they were unable to remove originally. He refused to allow me to speak to anyone else, claiming he was already the supervisor.

I asked who he 'spoke to when he first tried to remove the fee" and he couldn't answer. He continued to state that I could talk to whomever as there has to be a charge for pickup. Again, this makes no sense as the policy is to replace and remove a damaged POD at no cost. It just happened that they were unable to remove the damaged POD at that time...so why is this now becoming a returned POD? And why am I being told I'll have to pay for another month for it? This is complete insanity and I honestly regret that we also used them to store our belongings when we sold our house (but before this new home was completed). Your company started with wonderful service and now has lost a customer and I'll forever tell everyone to NEVER use 1-800-Pack-Rat.

On 10/15/21, I called once again to find out a delivery window and was told the container never left the origin facility. At that point, I was transferred to a manager Brandon who gave me a series of excuses, including "we misread information," and there was "some kind of issue trying to get dispatched." Apart from that, he offered no additional information, explanation or reassurance. A new delivery date of 10/26/21 was scheduled, as this was the best he could offer, and promised me that the container would be shipped from the origin facility that day (10/15/21). I requested that the storage fee to be charged for the upcoming month of November be waived.

I contacted the origin facility warehouse manager on 10/19/21 as I had not received any updates and was told the container had still not shipped. Upon speaking to another "manager" I was told that he had to email the warehouse to verify that I was not lying. I demanded additional remediation and to be escalated to a Director, but according to Dennis, he is "too busy." The final offering was a $50/day reimbursement, but not including Sundays. This has been the most stressful and upsetting experience I have had with a company, and this is not my first long distance move. My husband, 10 month old and I have been living out of suitcases for the past 3 weeks with no real assurance from the company holding all of our belongings hostage. 1-800-Pack-Rat has the most abhorrent business practices and need to be held accountable for their complete disregard for their customers along with the breach of our contract.

Everything was good the quote was all in writing all good to go. That is when Pack-Rat made their mistakes. When I called the Pack-Rat and like anyone would double Check on the time for delivery to our new home which we paid extra for early pick up to our new house. They said, "I’m sorry. We do not deliver on weekends." I have it in my paperwork invoice that they would pick it up on the Weekend.

In the meantime we have the 16 ft van loaded and 12 people planning to-come over and unloading the van. Everyone coming over work working people and that was the only date available. Pack-Rat said “They said they see where the dates were made for the weekend and the employee must of had a glitch in the computer system”. They apologized but said we would have to bill you for the delivery to our old house. I told them it was their mistake not mine. So I had my daughter come over with her friends and unload the Pack-Rat. All my friends came over on the10 as it was scheduled and took the stuff from the van and moved it over with trucks and cars.

Pack-Rat did offer to move everything on Monday but between me in a wheelchair and my wife with hand problems we could of never got it done at all. Remembered this was a scheduled date and paid for time. We told Rat-Pack to come pick up their Pod on October 11th. They can not remember if they picked it up or not, finally on October 13 they came up and took it to the Pod Storage area In Issaquah. They took almost $500.00 from my card. Then after that they took off $150.00. How could you honestly ask for any money and not fill the responsibilities that were written in writing?

They told me that they were sorry and they were wrong, someone should of caught this, but still needed to charge me. I have asked for managers until I’m blue in the face. So the lesson learned do not Trust Pack-Rat in the state of Washington. Order number **. Also contacted the BBB. This Pod sat empty since Sept 10th because Pack-Rat after signing the contract could not fulfill their written requirement.

They were three days late picking up the container for the long distance move. This is totally unacceptable and is not the way to satisfy customers. In fact it is deplorable to LIE. They have people looking at screens in one state and the actual physical movers are in another and not connected very well. After a day of delay they claimed truck breakdowns, not before the scheduled delivery, not good customer communication. I had to call to get my money refunded, otherwise they would have kept it. When I inquired about rental costs, the rep hung up on me midstream in a sentence, after blurting out "Read your contract". It will be an easy decision to use someone else next time.

Read the other negative reviews, many have the same problem. Bottom line, if you need your property sent in a timely manner, and expect a company to provide answers, then please, please, please, use somebody else. If however you never want your property again, or perhaps your mother in law is inside (just kidding on the mom in law part), then this is without doubt the best company to use.

On Friday the 8th, we called to verify that the container would be delivered on the 9th like they promised and they said yes. Three hours later while I’m on the way to the City of Oakland to get the new permits, they called to say that the container had not left Chicago, and now we aren’t expected to get it until Saturday the 15th. We also had to pay them the total amount upfront and we don’t know when we will get our stuff, this is a very stressful feeling situation to be in because there is nothing we can do except hope that our stuff shows up one day.

We are a family who has experienced financial hardship and challenges from COVID, a move, caring for our 10 month old son, and having to live in an extended stay hotel for months. I discussed my concerns with three agents and a manager who appeared apathetic and stoic when I expressed said concerns. This company and its employees were not empathetic to these extenuating circumstances and did not show compassion or care to consider offering the prorated rate. We have paid over $2500 plus $900 in storage fees…The $298 a month storage fee is quite high and if it were prorated we’d only pay 1/3 of that amount which is a life saver for us. Yet, this company is clearly focused on only serving corporate interests and putting those said interests above customer welfare.

I will never use this company again for any move in the future as I do not wish to support a company whose tenets rest on greed and uncaring, apathetic attitudes towards their customers who rightly need to be treated with more gratitude, care, and compassion depending on their individual situations and circumstances. PLEASE STEER CLEAR OF THIS COMPANY and put your business in one whose tenets take the customers concerns seriously and with empathy, care, and compassion.

Original Review: Oct. 1, 2021

Email to Packrat Administrators. I hope your evening was good because ours has been filled with stress. I am emailing you since you were the first contact at Pack Rat and helped me to make the decision to utilize Packrat instead of PODs. Which I now regret because of the horrible service. I have attempted to send several emails and attempted to locate my personal belongings in the unit I paid over $3,100. It was supposed to be delivered today after Packrats many emails with instructions to follow.

We were told delivery was to be between the hours of 2:00 pm and 5:00 pm. It is now 11:35 pm with no call or explanation of why the no show or the simple courtesy of a phone call. I called two times today and was on hold for over 60 minutes each time. I was able to speak with a nice person named **** that was very apolgetic, however after telling me that it would be delivered as late as 9:45pm. I had people that I paid here waiting to help unload this unit waiting all day. No show, no call, no email. This is disrespectful and arrogant on Packrats part to think we have the time to just wait around. You get paid as well as your CEO Mark Kuhns and Marketing Director James Burati by people who utilize your services. I see on your website that Packrat is competitive with PODs.

I have also utilized PODs after trying to get another unit from Packrat and was charged for it then couldn't get a confirmation on the date it was supposed to arrive, so after another hour on the phone, I went with PODs. I have documented every date, time, person, hours I have spent on the phone and contacted the Better Business Bureau, I also filed a complaint.

I'm also posting to Google, Reddit, Pinterest, Instagram, Facebook, Twitter, Yelp, LinkedIn, and other social media outlets about the lack of disrespect and horrible service. I don't want anyone to have to deal with this disrespect and add insult to injury, the high prices charged. I'm going to post the charges and differences between Packrat and PODs.

$2,633.53 was the quoted price. How did the bill and up being over $3,100 and I still don't have my personal belongings. PODs did the same EXACT services for $1,613.13. And my POD was already delivered, unloaded, and being picked up tomorrow. So there's the competition. I will be requesting a partial refund. This email will also be sent to CEO Mr. Kuhns, Marketing Mr. Burati, and Customer Service Ms. Sandra **, top executives in this multi million dollar company that people willingly gave their money to utilize Packrat and could literally have chose from the dozens of any moving/storage.

My move was interstate and I had planned around the dates they had scheduled. They delivered 3 days late, picked up 1 week late. I just called to verify it will be delivered as I scheduled 2 weeks ago and they can’t even find the container. It is supposedly still at the original facility and never was moved to my new city. The rep reached out to the facility but they don’t even know if they have it. My delivery date is in two days so that is obviously out the window. Their inability to keep to any scheduled date has cost me thousands of dollars in additional hotels and flights. I just want my belongings and to be done with having to deal with them.

We loaded up our units and had them ready to go on pick up day and they came to get them and then said one of them was too heavy so we would have to get another unit or move stuff from one to another. We had 3 units and they said they had already loaded the lightest one on their truck so they won't leave that one and we would have to figure it out with the other 2. We of course had no way of knowing how much every box and everything weighs so we took pretty much everything out of both, got rid of any bigger heavier items like our fridge and freezer which was half of the reason we wanted to have our stuff moved, so we could like keep our stuff, and mixed them evenly between the 2.

At this point, it was just a few days before escrow closed on our house since we obviously had them picked up right before we moved so we'd you know, have beds to sleep in as long as possible. I had to spend hours, literally, on the phone to get them to pick them up again before escrow closed on my house. After they finally picked them up, they were supposed to take them straight to their Nashville location and I was to call them with an address as soon as we got to Tennessee to schedule them to be delivered. They said it would take 3-5 or so business days for them to be delivered after scheduled.

We got to TN and I called them with an address and they said that they hadn't even shipped the units to TN and it would take about 5 weeks before they could schedule for them to be shipped here and delivered. After spending about 5 literal hours on the phone on hold and being transferred around, I finally talked to someone who said they could have them delivered in 14 business days, so about 3 weeks. We were in a completely empty house with nothing at all for 3 weeks with 4 children under the age of 5. We had to spend thousands of dollars buying things to get by when we already spent $12,000 for them to send our stuff.

Fast forward to the actual delivery, when they arrived, they gave us a new set of keys, saying in California for some unknown reason they had to cut off one of the locks and get into one of our supposedly private units and they couldn't tell us why they were in our stuff. Then, even though they claim they keep the units flat when loading and unloading, and we tightly tied everything down, they had shaked them up so much that most of the tie down straps were broken or came off and most of our stuff was broken. After spending over $12,000, a huge chunk of our stuff went in the trash.

Finally, the price we had originally agreed on was $9,000 for 3 units. After all was said and done and they added extra fees and this and that, we ended up paying about $12,500 total for the privilege of having all of our broken stuff nearly a month after arriving at our destination. We could have bought everything we own all over again for the cost and it would have been much less hassle and we wouldn't have had to sleep on the floor for a month. I would definitely never recommend Pack Rats.

We called at 10pm (drop off is 7am-10pm) and we were told it was delayed for an unknown time frame. Were they going to inform us? For two days, no PACK-RAT representative at the call center or managerial level could get a response from the storage facility to resolve the cause of the delay. After 3 days and our 3xday calling to check on the status of our container, we were informed the container would be arriving one week late due to a "broken forklift at the storage facility". We were told we would receive text messages or calls about updates, but this never occurred and we had to consistently call and check. We were fortunate that we had that extra week to pack and move out.

Three weeks later, we are now in our new home awaiting the pod on the agreed-upon delivery date. We called late again the evening of the scheduled drop-off because it had not arrived during the 7am-10pm time frame and were told it was not going to arrive only after calling and inquiring. Would they have called or messaged us? The container arrived one day later at the new home due to "a broken forklift". Seemed like a coincidence the same issue occurred at two different facilities 2,000 miles apart. Seems like a viable excuse that is hard to challenge since it's imperative for the whole container operation. I lost trust in the company.

Instead of sleeping on the floor of our new home with our pets and child, we moved to a hotel. It is apparent the pack-rat team members and the storage and shipping facilities do not communicate and there is no accountability for the storage/shipping facility to inform the pack-rat reps of the status. I should have gone with PODS. It was a very frustrating experience and only after asking numerous times, did we receive some minimal compensation towards the cost of the total. The reps were always polite when we called and that was appreciated, however no one had any answers and resolution. I would not recommend using this business.

We were then told that none of our containers were actually in San Antonio (!) and had been rerouted to Austin because of a ‘forklift breakdown’. (As you’ll see in other reviews here and on the web, the ‘forklift breakdown’ is pretty much a catch all excuse for delayed deliveries here in the Texas area.) It’s now been a week, and our containers still haven’t been delivered - we have none of our belongings or furniture, our 2 years-old daughter is sleeping in a travel crib on the floor, and we’re sleeping on an inflatable mattress that we picked up at Target.

It’s been a disaster and we may have to file an insurance claim for loss/grand theft as no one in customer service can provide any proof whatsoever of where our containers actually are - no one in the delivery centers answers their calls (clearly a major issue at many of their sites) and no one has actual tracking status that they can view. (It’s 2021, not 1921…) If you’re considering PackRat for a move, you need to run! Run away now and never ever consider them for your move!

Finally got my 2 containers delivered to the new house after speaking with 3 different supervisors. That is after waiting over an hour on hold multiple times!! Now the containers are empty and for the last 3 days I have called and called and spoke with multiple people to get these out of my yard and I am told they can't be moved until my 30 day contract is up!! I AM NOT PAYING FOR EMPTY CONTAINERS TO KILL MY GRASS!! It seems that with each person I talk to the attitude gets more nonchalant!! Not to mention that I am being charged 2 separate and different prices for 2 identical containers. This company is absolutely the WORST company I have ever dealt with. AVOID THEM AT ALL COST!!

The Good

- It was easy to get a quote and schedule a pod delivery.

The Bad

- The delivery of the empty pod was delayed by about a day and a half. We were on a tight schedule to get out of our house and this threw a major wrench in our plans. It took us about a week to fully recover our schedule, and probably two to recover the lost sleep from late nights and an all-nighter to adjust for the delayed delivery.

- The delivery of the full pod was delayed by four days. We had much less time pressure on this side of the move, but this still was very inconvenient for us.

- The communication was almost non-existent. We called about half a dozen times the day the pod was supposed to arrive, and were told that the pod would be there that day. By 8 PM, they were still saying it would arrive that day, but that if it didn't it would arrive first thing the next morning. After it didn't arrive in the morning, we called again, and they had no new information. We were eventually told that it would arrive no later than 4 PM. The pod finally arrived at 5:15 PM or so.

The Ugly

- Customer service ghosted us after we requested that this additional charge be reviewed. We haven't heard from them in two weeks after being told they would look into it further.

The problems we've described may be common in the industry -- we've seen similar reviews for other services. Just be aware that PackRat may disrupt your tight schedule, may charge you hundreds more than they quote you, and will likely be difficult to communicate with throughout the process -- especially if they've already gotten your money.

Driver finally showed up and he was friendly enough. We figured out the best place to put pod and make level and went from there. I called and scheduled the pick up and honestly I don’t know when they got it but it was gone by when I came to sign paperwork to sell my home in Nashville TN. I was told whenever I wanted my belongings to be dropped off to call 10 days in advance. Two months later I called to schedule by drop off in Chattanooga area and they said it wasn’t 10 day window but rather 15 days. I said ok and pushed it two more days so it would be on a Friday and I could just unload my stuff on that weekend. The unit was dropped off late afternoon, it was not leveled like before. But at this point I was just wanting to unload my belongings to get into my new home.

First thing the following morning, Saturday, I called to schedule the pickup. They said it would be 14 days. I told them I had already discussed with my HOA that it would be there 10 days max but I would try to get it gone faster... They said they would send an email to the local supervisor to see about getting it scheduled sooner and someone would either call or email me Monday. Monday came and went. So I called again Monday evening to see what the status was. The CSR put me on hold and called over to the local facility. Said she spoke to supervisor and someone would call me to see if they could accommodate my HOA as they were very familiar and understood my predicament. No call Tuesday or Wednesday so I called back that Thursday to see what the status was. The CSR put me on hold and called over and once again told me someone from local site would call me.

At this point I figured whatever... guess it would be picked up the following Friday... 14 days from scheduled delivery. Well on day 12, Wednesday I receive a text saying they had a truck breakdown and my container would be picked up Sunday. So now it’s 16 days. I wait around all day Sunday and nothing. So I call a little after 6pm because customer service closes at 6:30pm. She informs me that I’m scheduled to get my unit picked up that night between 7:00-11:15pm. I didn’t have to be there but did have to answer the courtesy call. So I stayed awake until 11:30pm waiting on this call so that I didn’t accidentally sleep Thru it... and as one can guess. There was no call.

So at 8:15am on day 17 I call to see what’s up and the CSR says the driver timed out at 14hours. I completely understand that they don’t want their drivers driving and moving these containers past a certain amount of hours for safety. I then asked what I feel is an obvious answer but just wanted to confirm... “I’m moved to the top of the list for today to pick up the container correct?” The CSR had no idea. She once again called the supervisor. After being on hold she comes back and said “The supervisor will see what he can do about putting me back on the schedule” Are they serious? How did I ever get off the schedule? I would think that I would be at the top of the schedule.

I asked the CSR, so I’m definitely going to get a call from the supervisor about when it will be picked up. She replied “He should call you... but if he doesn’t then he won’t.” I literally got Forest Whitaker eye when she said that. I told her that was unacceptable and that I needed resolution. I had a trailer scheduled to be dropped off at 6pm that I scheduled a while ago that gave plenty of buffer for them even tho there really should t be a buffer required. She said that she would email the supervisor and then she would call me back whenever she hears anything... 2 hours later and of course no call back...container still in my driveway.

The only reason I’m not giving them a 1 star rating is because the initial call and set up was that great. I swear she was the greatest CSR on the planet. And because after reading other reviews 1800 pack rats always ask... My customer order #**. My phone number is in my customer account.. At this point I just want the container out of my driveway!!!

We didn't hear back from anyone after this point. Since then (over 24 hours ago) no one has been able to tell us where our crate is or when it will be delivered. At this point we've lost a ton of money and time not being able to stay at our new apartment, cook our own meals, etc. And for all we know, our shipping crate could be on the side of a highway. We will absolutely never be using this company again and will not be recommending that anyone else use it.

Don't be fooled by how quickly the sales department picks up. As soon as you are already customer and not a new potential customer, the wait times are in excess of 45 minutes to talk to customer service. Try the phone number and see for yourself before you commit to a large purchase. Classic bait and switch. The original dropoff and pick up of the containers went smoothly. I placed airtags inside the containers as cheap insurance to know where they were. They are at the destination facility within the quoted timeframe.

Today was dropoff day at the destination booked over two weeks in advance. My dates have been strategically laid out to stager my containers and get them unloaded and picked up before being charged for a second month rental. Beware, they will not prorate so if you go one day over they will charge you for a full month of renting. Around 2pm, I had not heard anything from Pack Rat. I called and after reaching a customer service representative after an hour on hold they told me I was on the list for delivery and they could deliver as late as 10pm. 4pm rolls around and I get a text (no phone call) that my container has been rescheduled for the next day. As a customer who paid over $8000, you would think a simple phone call would be appropriate as a courtesy to let me know they screwed up. Nope, absolutely no regard for you as a customer.

I'm glad I didn't book movers as so many others I've seen in the reviews do only to face the same delay. After waiting over an hour on hold to reach a customer service representative to reach some sort of resolution I gave up. I'll just have to hope it shows up tomorrow and unload everything in a day instead of two to keep my pickup date. If you try to move the dates at all you'll be stuck with moving them several days/weeks out to the next available date.

Separately, their web portal is pretty abysmal. Think late 2000's in terms of usability. No ability to edit or change billing information (a pretty critical feature IMO for a service billing you for so much money). Receipts for charges have no details on them - just the amount sent in an email. Payment history does not even exist under the View Payment History section of the portal. Bottom Line: Stay away. I wish I read the reviews before I placed an order with Pack Rat. I went with them because of the higher weight capacity and a slightly lower price than their competitor. If I knew what I know now, I would have gone with the competitor and sold off more stuff to reach the lower weight capacity. Compare reviews between 1-800 Pack Rat and their competitors and you'll see Pack Rat is the worst. I'm dreading having to deal with two more dropoffs and two more pickups. I'll update this review depending on how those go.

7/12: Pod delivery day. Was called at 8am by driver to say it would be there by 4pm. Does not arrive. Called driver x2, no answer. Called Pack Rat, they said driver has until 11pm. 7/13: Called driver, who said her route was changed and she was not my driver anymore. Called packrat several times and they eventual acknowledge they were not sure where the pod was (hadn’t been checked in to receiving facility). 7/14: Called Pack Rat, they continued to “send e-mails to the facility”. 7/15: Called Pack Rat, they called facility and my pod had been there the entire time just not marked entered. Planned for delivery on 7/17.

7/17: No calls from driver so called Pack Rat. First person says no one answered at facility, so they sent an email to confirm my container was there and a delivery date. Read reviews online with similar stories as my own so got fired up and called again. This time they stated the forklift was down and affected all the customers. They confirmed they thought my pod was there. Drove to this facility at 4:30 pm – no one there despite being open until 10 pm. Moving company to help move another customer’s stuff from the pod said a driver left at 4 and wouldn’t be back until Monday. Could not locate my or pick-up people’s pod in outdoor pods.

7/19: Drove to facility again. Supervisor there was actually super great and helpful - he allowed me to see my pod (too high to be accessed), confirmed the forklift was broken and they were being sent another. They were 3 days and approx. 70 deliveries behind. Provided me his number for further updates. 7/20: Still no forklift. 7/22: Called Pack Rat and was told I would be contacted with a new delivery date. 7/25: Charged another month of rent even though I was assured I would not be. 7/26: Called, they promised to refund my account for the rent in 3-5 business days (which they did) and scheduled pod drop off on 7/27. Scheduled a new empty pick up date for 8/7 because that was the earliest day (only really needed the pod for 12 hours).

7/27: Things arrived!!!! Remember, this is 14 days late. 8/3: Called for refund d/t delivery being late. They hadn’t actually scheduled a pick-up date. 8/4: Did actually get the $50/day refund which still left me paying several hundreds of dollars more than my original quote in addition to having to buy clothes/ housewares until my things showed up 2 weeks late. 8/7: Empty pod was picked up, and I was officially free of this company. In summary, don't use this service. It's that simple.

I was promised delivery initially on 8/10. Then lied to 4 times. The only resolution I want from this complaint is my container delivered to the OR by 8/16 at the latest. Failure of the company to deliver by 8/16, and I will file a Consumer Protection complaint with the Attorney General offices of both MI and NC (company HQ). The complaint will direct them to the reviews and complaints on BBB, Consumer Affairs, Yelp, Google, etc… The company is legally obliged to respond to these complaints, costing them money.

Issue 1: They said they would pick up my full container on May 25. When I texted the dispatcher late that day, he said it was updated to the 26th due to truck issues. It was picked up some time on the 28th. Meanwhile all my belongings sat in a hot container instead of an environmentally controlled warehouse.

Issue 2: I logged onto the portal to schedule the delivery of the full unit to my new house. My container was not associated with my account and therefore I could not schedule a delivery date. I called the phone number and was on hold for about 2 hours. The customer service rep told me that he could not give me any information on the storage unit because it was associated with someone else's account. This was due to customer security. A bit ironic since someone else could have had my storage unit delivered to the location of their choice at that time. After several more conversations and me sharing paperwork, text messages from the dispatcher, and a picture of the full unit, they were able to determine that the storage unit did indeed belong to me. At some point during the discussions, they weren't even sure what facility the the storage unit was in. After about 10 hours of my time over the course of 2 days, this was resolved.

Issue 3: The supervisor that I spoke with committed that I would not be charged the next storage fee. He apparently didn't have the clout or didn't follow through; I was charged the full fee. As of 8/10 I was told that this fee would be reimbursed; we'll see if that happens.

Issue 4: On June 16, I scheduled my storage unit to be delivered to my new house 6 weeks later, on July 29. The pickup date for the empty container was set for the afternoon of July 30. I hired movers to help with unloading and scheduled them for July 30. At around noon on the 29th I initiated a chat session from their website to confirm delivery. They confirmed that it would be delivered. The same process occurred at around 2:30pm on the 29th with the same confirmation.

I called the 800 number around 4 and received a call back once again confirming delivery. At 5:35pm I received a text message from the dispatcher saying that they had rescheduled delivery of the storage unit to 8/2 because their trucks were down. This was a pretty big deal: I had movers scheduled who needed to be paid. I had a plane ticket for 8/1 to visit my parents that I now had to cancel. I had to reschedule vacation time. Not to mention that my family did not have most of our belongings. Their response: "I'm sorry I wish I could do more. If you have any other issues call 1800 pack rat." No one bothered to check with me regarding when I'd like it to be delivered. No apology. No proactive communication.

Issue 5: The storage unit was delivered on 8/2 at around 5pm. The pickup of the empty unit was scheduled for 8/5. As of today, 8/10, the storage unit is still on my driveway. Why? Because their trucks are down. It's currently scheduled for pickup on 8/11.

Summary - This is by far the worst customer experience I've ever had. They don't do what they say they're going to do. They don't communicate that they've decided to change delivery or pickup schedules. They can't track who a storage unit belongs to. And you can't reach them because the hold times are 2+ hours. And when you do reach someone, all you get are the same tired lines such "your unit is scheduled for delivery (or pickup) today." On several occasions I asked to speak with the person's supervisor. I did get through to a supervisor on a few occasions, and once even to a second level supervisor. When that person couldn't resolve my issue he told me that there was no one else I was permitted to speak to; he was at the highest level that customers were permitted contact with. No wonder this company is so dysfunctional.

While they have offered to reimburse a portion of the money I've paid them (again, we'll see if that actually happens), it is nowhere close to adequate given the time, frustration, and negative impact they've had on me and my family. I have the names of all the supervisors I spoke with. If anyone from the Pack-Rat executive team wants to get a glimpse of how their people are failing customers, give me a call. My order number is **; I'm sure you can find my contact info.

I called to confirm they would be here and was promised yes they would be here. Around 7:00pm still no containers, so I call back and sit on hold for an hour before I decide to call back first thing in the morning. So today I got up and called at around 7:30. After sitting on hold for an hour someone finally answered. When I explained that our containers have not shown up, they contacted the facility they are at to find out what's going on. After sitting on hold for another 20 minutes he came back and told me no one is answering at the facility and he could call back. I asked to talk to someone who could find out where our containers are. He said he would transfer me to a supervisor.

After sitting on hold for another half hour someone who said they were a supervisor came on. I explained everything to her. She put me on hold again. After a few minutes she came back and told me she can't get a hold of them either, and she would call back when she heard from them. About 30 minutes later someone from their Oklahoma City facility called and told me that there is something wrong with their forklift and that they can't get them to me until the 24th. I told him I can't wait until the 24th. All we have with us are 2 lawn chairs, an air mattress and a week's worth of clothes, and I need my containers delivered today. He said, it's not going to happen, and feel free to drive 2 hours to Oklahoma City to pick them up myself then hung up.

So I call back and was on hold for another hour and a half. Someone finally answered. I explained what happened. They transferred me to someone from the resolution department or something like that. All they can tell me is they don't know when our containers will be delivered, and they will call back. So now we're sitting here in our new house with nothing but 2 lawn chairs, an air mattress, and a few clothes and still don't know when our containers will be delivered. DO NOT USE 1800 packrat!!

Original Review: Aug. 10, 2021

CONSUMER BEWARE! I used Pack Rat for a long distance move. They have been a colossal disappointment. Their delivery of my unit is going on two weeks late ... which can be expected for long distance moves. My issue is that I have no idea of when the unit left its destination, where the unit is located or when it will arrive. They have also charged me a monthly "storage" fee for my unit which has yet to be delivered and would not have been charged had the unit been delivered on time. Delaying delivery of my unit appears to me like a scam or a fraudulent business practice designed to ratchet up monthly storage expenses. They refused to refund my "storage" fee when I complained. The lack of transparency and unethical (possibly fraudulent) charges have convinced me to never use them again.

The drop off went well at my old house in PA as well as the pick up but the day we were driving to CT we were made aware our pods would be 5 days later than expected. When the day finally arrived we got one pod delivered but our second never came. I called, scheduled call backs- never heard anything about the pod. Then I look from my email and I had gotten a sketchy email from an unmarked number as an email address that it was my driver and they tried with no avail to contact me and my pod would now be put in hold. They said they tried multiple numbers, many times. Myself and my partner are the only two who are on the account and we didn't get a single call. They never contacted us once.

It has been over the time they promise the units by and I'm so sick of this company. As a consumer it feels like they only do their job long enough to get paid and just phone in completing the job their customer paid for. They are completely unresponsive, unable to resolve any issues and I truly feel like I was scammed by paying thousands of dollars for this service. Now on top of all this their pick update falls three days past the month mark for new charges because THEY have no availability. They are charging me for the days. For three additional days because THEY have no pick up dates.

Spent another 2 hrs on the phone waiting for someone to know something, around 8:30 pm they said they weren’t coming and had no answers as to why and didn’t know when they were coming. The next morning my day once again started with calling them and waiting on hold again for hours. Still attempting to get a delivery because I had movers coming. First girl Said they would be out at 4-5 pm. I then asked them To reconcile what had happened the night prior, they told me they couldn’t. I asked to speak to a supervisor they placed me on multiple holds again. Supervisor told me a forklift was down and they weren’t coming again and they didn’t know when they would “maybe Monday or next week”. I told them I missed a day of work, I had to cancel My Movers And lost money on that and we had to be out of my house! They still Refused to reconcile anything! They have ruined my Entire move. I wouldn’t waste your time with this company at all.

I asked them what they could do to ensure their customer's confidence in them and to make me feel safe giving them more money, Steven said he could not do much but ensure my stuff got there. My stuff was supposed to arrive on 7/29/2021. It's now been almost two weeks that I noticed my order was canceled and me trying to get my possessions moving to no avail. They are taking money from my account and not providing a service. I'm still trying to reach management. Their mistake is costing me money. I've had to buy new equipment for school, work, and living. USE A DIFFERENT SERVICE. Just happened now 7/31 charged a $100 fuel charge for peeking season since they had to create a new order during this time, even though I booked in non-peak season.

I spoke with woman from their NC office and asked for an ETA and she never called back. Called at around 2 EST and she must have gone home for the day. Called another one and was told on Day 2 there would be a 4-8 PM for delivery. Supervisor told me they would be here at 5. (It’s now 625pm). All because one truck broke down…. You have no backups or backup plan so everyone gets screwed? I will not stop pestering this company until they make this right if I need to go to the CEO himself. Worthless company. I have no other stronger word than worthless or I would use it. If you go with them, beware…. You will spend countless hours on the phone and since they already have your money, good luck…

35 min later I finally get a call back and he informs me that the pod that was supposed to leave San Antonio on July 10th (3 weeks ago) hasn't moved at all. His words "the ball was dropped." So I ask what is going to be done about it. He says he can expedite the shipment to get it to Colorado in 5 days, but can't tell me when they'll be able to deliver. I ask about a discount, he says they can give me $50 per day that it's late. When I bring up the fact that it will cost me more than that to get temporary furniture for however long he says he can go to $75 per day now but that's "the most I can do." I agree even though it will still put me out of pocket more money. He then asks for the full payment!

Keep in mind I have no reason to trust them at this point, he won't give me a date of when I will receive my household goods, and won't apply any discount up front. Says they'll refund it after I get my products. I ask to speak to someone higher up, he says he'll put out a message to his bosses and they should get back to me today.. That was yesterday. I'm now going to have to buy a plane ticket back to San Antonio, then rent a U-Haul so that I can be sure that I get my stuff. This is after paying them $3500. I would recommend using anyone else, even a horse and buggy could have had my stuff to me by now. They absolutely suck and the only thing that sucks worse than their competence is their customer service...it's absolutely horrendous.

8 days in a row, and I still don’t have an answer. The only thing they’ve done is reschedule me for the next available time 3 weeks from now. This, as anyone can imagine is unacceptable. This means I’ll have 2 empty units in my driveway for a month. Given the fact that I call everyday, and the service team can’t get answers, I have no trust that they’ll actually show up in a couple of weeks! Any advice? When are units considered abandoned? When can I sell them? When can I charge storage fees to Pack Rat? This is beyond frustrating to my family and I.

At 8AM that morning my partner called just to verify that it was being dropped off and asked for an ETA. The customer service representative stated that it would be dropped off anywhere after 8AM that day, but there were no notes that they had left yet. 6PM rolled around and we called again. This CSR stated that the storage container would not be dropped off until 07/12/21. No one had ever called us, no one had ever emailed us, and there were no notes as to why the container was going to be 2 days late! We had our pets with us, no furniture, no blankets, no kitchen supplies....nothing except a few changes of clothes. Honestly, if they had simply contacted us with at LEAST 24 hours notice this would not have been such an issue!

My partner asked to speak with a supervisor, as we would then have to check in to a hotel last minute or buy supplies to hold us over. He asked for a refund, as this was an inconvenience (not a complete refund, just a partial). The supervisor said he would authorize less than what we were, asking, but okay...that's fine. The refund not only NEVER came in, but the shipping container is STILL in our driveway! My partner called back on 07/16/21 to follow up on when the container would be picked up and to follow up on the promised refund.

They were not even aware the container was still there, and they said there were no records of a refund being promised. My partner told them to schedule a pick up time and insisted the supervisor had promised a refund. They said they would have to go through the call logs to verify that the refund had been mentioned. He asked when they would call back. They said 07/17/21. He verified that this was true. They said yes. Guess what? On 07/17/21 no one called us, so we called them and no one answered because...they were closed!

I called on 07/24/21 and left a message following up on all of this. No one has returned my call, so here I am on 07/26/21 calling them back to follow up on the call log/refund. I spoke with Briana, who told me her supervisor Maliki (or Malachi), told her they hadn't gotten around to going through the call logs, as they promised to do on 07/16/21 (10 days later). I asked her to please ask him for an estimated time he could do it. She sighed in frustration and put me on hold then got back on only to tell me he said they couldn't give me an estimated time, but they'd get to it when they get to it.

Clearly this refund is a ruse to pacify us because of their horrible customer service. They want your money, but they lack the common decency to provide the service you are paying for. In fact, they lack the common decency to even communicate with you! We are pretty patient people, and we would have understood if they had simply contacted us to begin with, but they didn't. And they haven't. SAVE YOUR MONEY! Go with Uhaul, Pods, honestly anyone else. This company is a scam.

My timeline was not ambiguous. I gave a specific date I was leaving Salt Lake City (June 30th) and that I would arrive in Miami July 3rd. Pod drop-off, pick up, and transportation could happen anytime around those 3 days. I only needed 3 days. *My* mandatory timeline for pick up and drop off was less than a week. They dropped the POD off June 23rd, and picked it up June 28th and due to *their* timeline they said the POD could not be delivered until July 14th and * at the latest* would arrive in Miami on July 21st and they could drop the POD right in front of my complex to be unloaded. This was their second and third lie - I'll expand on that shortly.

Alright, so here's my deposit of $500 that goes towards the $3436 and includes the first month rental of $265 (with taxes) and the only additional fees would be for gas if prices went up for some reason. Sounds good. Deal. Enter the first lie: The day after they picked up my POD after I loaded it (June 29th) I was slapped with a withdrawal of $3,943.40 on my account. I called them and asked why I was charged that and where it came from? Because following basic math $3436 total charge - $500 deposit = $2936. So certainly a thousand dollars more than what I was expecting was shocking.

I called them, $500+ for "gas prices that changed" + $265+taxes for a monthly rental fee....and the rest? No one knows. The price just changed. But they already had nearly everything I owned and there was nothing I could have done. I was leaving the next morning to drive my whole life across the country for 3 days with a thousand dollars less in my pocket than what was planned and there was nothing I could do. They had everything but my dog, some clothes, a blow up mattress, and a pillow of mine held for ransom...and there was literally nothing I could do about it. The POD with all my stuff and an extra grand was gone. Absolutely horrifying.

I called them and they offered a 50% credit on the extra gas charges as a "courtesy". I arrived in Miami July 3rd as predicted and picked up my apartment keys. During the tour of my apartment the manager asked where "all my stuff" was. I explained it's coming in a POD. I asked if it could occupy a parking spot. (Enter lie #2) She explained, "Miami is not a city that allows PODs to be dropped into parking spots and 1-800-PACK-RAT already knows that because they do business here all the time". Cool. Cool.

Contacted them again. Had to schedule the POD to be dropped off at the 1-800-PACK-RAT facility 20 miles away. It is guaranteed to arrive exactly on the July 21st now, not as early as July 14th and as late as July 21st, but that it will be arriving the morning of July 21st before noon - which is great to know a for sure date and time...they also informed me that if I left it there for any additional days past the 21st that I would incur additional charges per day. Cool. Super cool because I also don't have a truck that would fit half of those items to haul them across town to my apartment. Don't worry, they gave me a "preferred moving company" to help with that part. Hire-A-Helper.

Called them up, because I can't move that myself. Nope. They don't do service in Miami. Sweet. Cheapest and most reasonable movers quoted me at $755 to haul everything from my POD at the facility to my apartment 20 miles away. I have no other choice. I literally don't unless I want to spend another $500-$1500 for the alternative options. Booked the movers with a deposit. Coooool. Enter 3rd lie. July 20th, 4:45pm local time. I received a call from 1-800-PACK-RAT. They informed me that my POD would not be delivered on July 21st as promised. There would be a delay. I asked how long of a delay and why it is delayed.

"There is a forklift problem in Salt Lake City. It has not left the facility in Utah. So it could be a week or more. We don't know. Someone will call you tomorrow to let you know more details. We just wanted to let you know."...! "So you are calling me at the end of the day, the night before it is supposed to arrive from across the country to tell me it won't arrive tomorrow morning because it hasn't even left your facility 3 days away? Do I get a refund? If I get charged by the movers because I have to cancel less than 24 hours are you paying for that too?" - "No, if it takes longer than the 21st to arrive we will give you $50 credit per day and if you even hired movers you're going to need to provide us with a receipt to prove you were charged and we can take a look at it on a case by case basis."

I called the movers I hired for the 21st, their office is closed. I canceled the PTO I had planned for the 21st to spend the day moving. I am flying out of the country on the 23rd. At this point, I don't even want to come back. I don't have anything here anyway. Thanks 1-800-PACK-RAT, in the last 15 years of 9 separate moves across the country I have never had a worse, more horrifying experience where I've been at the literal mercy of such an incredibly negligent company who has taken so much of my money so carelessly. If I could dispute all of this with my bank or sue you, I absolutely would and I've never made the threat to sue a company in my life. Congrats on being the first. I'll be looking into it.

Word to the wise: Don't do business with 1-800-PACK-RAT. Don't get a POD. Ever. Sell everything you have and start over new. It will save you money, preserve life in your years, and not cost you endless headaches, stress, and unhappiness.