1-800-PACK-RAT Reviews 1.403

Do not use this company. They have hidden fees, they don’t tell you about like diesel fee. Then when you try logging into your account you don’t have access because their site is always having technical issues. The pod that was delivered to me had rust and holes, the guy said sorry that’s all we had. The seal is hanging off, I took plenty of pictures. It’s hard to get someone on the line to assist you. I ask them to send me a new email with a breakdown with all fees and they say they send and no emails. Don’t do it. Read all reviews from all sources.
My phone is 661 4548566. You can call me

Rat Pack service department doesn't do anything it says. Basically, we were supposed to be called ahead of time for delivery. They did not call and then left the container in the wrong spot. For pick up, there were supposed to call and they didn't and they came early and took off before we were finished moving furniture into the house, and they brought it back as we called as they were driving down the street with our furniture. The furniture was damaged when dropped back. To file a claim is so labor intensive, I didn't bother. They moved it again to a new location and I scheduled a pick up and they said I could pro-rate it, to coordinate pick and then after they picked up, charged a full month. Alesia on the phone was useless and promised to check into it and call me back in 24 hours. 4 days later I called and was told by another person after being on the phone for 25 minutes hold, they would issue the refund in 4 days and if I didn't get it, it meant the billing department did not approve. I asked to the billing department and was put back on hold and after 30 minutes I hung up. DON'T EVER USE PACK RAT.

Dealing with Pack Rat was a very good experience up until my when me container was supposed to be delivered to my new house. The original drop off on 2/20/24 at my address in IL and then pick up on 2/26/24 went just fine. However, I received a call from pack rat on 3/4/24 stating that my container has been delayed. They told me that the driver that was supposed to drive my container down to Florida bailed out of the job at the very last min. My container was suppose to leave the storage facility in Bartlett IL on 2/27 and I was not notified of this issue until 3/4. It has been over a week and Pack rat still can't find a driver to drive my container down to my new home in Florida. How does this company not have a backup plan in place for when this stuff happens? I've called in to the support line for the past 4 days and have been very calm with them as I understand it does no good yelling at a customer service rep for something that is not their fault but there is still no improvement on them finding a driver. I was under the impression that Pack rat moved their own containers then find out that they actually source a 3rd party moving company to do it. How does this company not have a back up plan for when drivers back out last minute or use a handful of 3rd party companies to do this job??? Our container was supposed to arrive at the new address on 3/7/24 and they have no idea now when it will even leave IL to get down to FL. Everything I own is in the container and my wife and I are sitting down here now waiting on a undetermined time of when our belongings will arrive at our new home, this is unacceptable. The only reason why I went with Pack Rat was because of the rate they gave me, at this point I feel like I should have just gone with PODS or a different moving company. This issue needs to be resolved ASAP!

We rented 2 pods from PackRat. They were to be picked up, stored, then redelivered to our new home once we purchased it. While the service was fine, this is the worst company I've dealt with when it comes to their bookkeeping abilities. Every time I spoke to someone, or received a bill, the amount due was wildly different from what I was quoted, and from the information on their online portal. When I would call, they'd always fix the errors I found, but calling them every few days was not helpful during the stress of a tri-state move. The entire job ended up costing $1200 more than the original quote.

I received a "Past Due" letter from them today. I had been on automatic payments and paid in full upon final delivery of our pods last week. When I called, the representative confirmed that I have a $0 balance. This is just the most recent example that's fresh in my mind, but the whole experience has left me feeling taken advantage of by a highly disorganized company. If you're going to hire them, keep a close eye on the costs/indescrepencies, ask for everything in writing, and prepare to be on the phone with them A LOT while you try to protect your money during an already stressful time.

I recently had an incredibly frustrating experience with Pack Rat that left me feeling disappointed and disheartened. From start to finish, the company's lack of communication, incompetence, and unprofessionalism were evident.

It all began with Pack Rat's failure to pick up the container on time. Despite their promises of punctuality, they caused unnecessary delays and inconvenience. To make matters worse, when I reached out to Parker, an employee of Pack Rat, he assured me that my order would be back on schedule. However, his promises turned out to be empty and misleading.

When I escalated my concerns to Chris, a supervisor at Pack Rat, his attitude was absolutely appalling. Instead of empathizing with my situation or attempting to find a solution, he displayed a dismissive and condescending tone. This kind of behavior is simply unacceptable and reflects poorly on the company as a whole.

The lack of professionalism and disregard for customer satisfaction demonstrated by Parker and Chris is deeply concerning. It raises serious doubts about Pack Rat's commitment to its customers and their overall reliability as a service provider.

I strongly advise anyone considering Pack Rat's services to think twice. Their incompetence, unprofessionalism, and lack of communication will only lead to frustration, wasted time, and unnecessary expenses. Look for a company that values its customers, takes their commitments seriously, and provides the level of service you deserve. Pack Rat is clearly not that company.

What can I say, the incompetency here is mind boggling. Or possibly, a calculated and formalized business process incorporating intentional misinformation. Whatever you are told by ANYBODY in this company, make sure you get it signed in writing, because the left hand and the right hand must be speaking disparate foreign languages to each other.

When they quote they do not tell you there will be a fuel surcharge. Its in the fine print though. And when they send you the bill for $4,500 there is no detail in that bill. No indicating how the amount was arrived at.

When they give you ANY date for anything make sure they verify it in writing via email and then call the next day to re verify the validity of it. Isn't this utterly ridiculous?? Well no, it's the reality of day to day business experience with 1-800-Pack-Rat

I was told the 16th. I lined up labor 4 the 16th. When I called back in to talk about the youtube video on the undisclosed fuel surcharge, subsequent conversation revealed, well NO the 16th was NOT going to happen and the earliest date now was the 18th, but I could call in early next week and possibly they might be able to schedule the 16th. But we will put a request in to waive the Fuel Surcharge. I reorganized my labor for the 18th with a hold on the 16th. Then I got the bill and called back early in the week. Now its, sorry, we cannot do 16th and now cannot do 18th either, earliest now is the 22nd. And when asking for the detail on the bill it turns out they did charge me the fuel surcharge in spite of telling me they would not. I am funny about some things, when someone repeatedly sticks a needle in my butt I get angry. Angrier still if that same someone tells me I am out of line getting upset. I reschedule labor for 22nd. the morning of 22nd I call in and am told its scheduled for 2:45 - 5:45 but that its not certain. Later my machine gets a message that the Container has not yet Arrived and therefore cannot be delivered. Are You Kidding!!! they could have told me that when I called in the morning.

I call in to talk to customer service and the first CS rep tells me not to holler at her, I ask her to escalate to someone who has more experience and understands NOT to tell an angry customer that he is out of line being angry. the next CS person, Ian, hangs up on me. They have $5,200 of my money and are repeatedly NOT doing what they have said they will do and I am the one out of line. Screw them, I have NEVER seen this level of utter incompetence and complacency about their incompetence. I am 68 yrs old and this company is BY FAR the Worst I have ever seen. I will tell this story over and over and over and post it everywhere and anywhere I can. What a major mistake I made here - don't you do the same.

Whatever Business rating you see for this incompetent business, check out the multitude of negative reviews. It takes time and energy to write a review re telling a story like this. That alone ought to give you an idea of whether it's a fair and credible story.

I wrote all of the above on or around the 22nd of January - in fairness I did receive a phone call from a quite good representative of the company a day or so later and though she did most everything well to mollify me, by that point the damage is past recovering. She offered me a $300 credit and all that did was insult me. I told her to keep the $300 as I did not want anyone from the company to be able to say that they made it all OK with the customer. Since that time they have on two more occasions NOT called the correct number to alert the appropriate person that the container was being delivered and two more times when I called in quite angry I was hung up on by customer service so it appears that they actually prep their CR people to just hang up on any really angry customers.

Again I will say, I am 68 yrs old and this company is THE WORST I have encountered - DO NOT GIVE THESE PEOPLE YOUR CREDIT CARD!!

#1. They did not place the storage unit where we asked.
#2. My wife is physically mute due to voice box removal due to cancer. When I called to get the pack rat picked up, the customer service rep would not speak to me since My wifes name was only on the account. I tried to explain the situation, and the rep refused. Which...I do understand, but when I asked for a supervisor, She refused to let me speak to them. We even just asked basic questions and it was like pulling teeth to get her to answer. This is by far the worst online customer service I have ever had. I would not recommend pack rats to anyone!

When I first booked with Pack Rat, I had an excellent sales representative who could not match our rate from Pods- but did one better and included all taxes, fees and first months rent for us for the price of 3500$ to move from NY to CA. This reps name was Amanda and I give her 5 stars for her helpfulness, kindness and friendly banter.
As soon as my 8ft container arrived it was too small. I immediately called and asked for a bigger container. The next size up was double the size at 16ft. BUT it could not get to me for an additional 4 days. I told them forget it I will make do with what I have because my husband was leaving that day for California and he wouldn’t be here to help me load the heavy furniture. They sent me out a container anyway even though I had told them to forget it- so the driver showed up at my house with a new container and I had to tell him I never ordered it. No big deal right? WRONG. Because of this, my original scheduled date was canceled and changed to the day of the new pod being delivered (that I never asked for). I called 12/21 to confirm pick up for 12/22 which was my original requested date where they told me they couldn’t pick it up that date because they were booked. Then it was the weekend and Christmas. The soonest my container could be picked up was 12/28. Now my things will arrive 6 days late, and I have a 1 year old so now I will have no bed pots pans basically nothing.
I called for compensation and they told
Me they’d look into it. Quality insurance reviewed my call and said I never scheduled pick up for 12/22, that I scheduled for 11/27 (the day they tried to deliver the bigger pod)- so they couldn’t do anything for me and told me they wouldn’t compensate me.
Yesterday my container was picked up and I was charged a 2nd months rent and $4032. I called today to see why and apparently when “everything was included” on booking- that didn’t include gas? They said they sent me an email that states about gas but my email says nothing about gas- instead they sent it while I was on the phone with them. They offered to refund half my gas which I accepted but I am still unhappy as I wasn’t told about gas upon booking.
For all of this trouble I would have went with Pods or basically any other container/moving service. The employee I spoke with, Amanda who refused to give me a last name, was very rude on the call and said I was accusing them of lying to me when I said “I think quality assurance made a mistake and reviewed the wrong phone call because my original call I specifically stated pick up for 12/22”. So I had to tell her I never called them liars I said I think they made a mistake. I would give 0 stars if I could. Also, they do not return phone calls because I’ve been waiting for a call back since 12/21 about if they could schedule me for an earlier pick up date since my things are going to picked up and arriving 6 days later than scheduled. And now the extra fees? Extremely disappointed with PackRat especially considering this is my second time using them and I am a return customer.

Very easy to schedule at front end with the sales person, but he did not mention the diesel surcharge. When the final charge went through, it was about $500 more than quoted. I called and was first told of the surcharge for diesel over $3.25/gal. Diesel was nowhere near that price a couple weeks earlier when I booked. I was told the pickup driver at my origination city would call an hour before arrival. I ran an errand and when I returned, he was loading the pod before I locked it. I received no call. Had I returned much later, the pod would have shipped unlocked. The worst (non)communication was failure to notify me when it arrived on the other side of the country. When I became concerned and called, their first available destination drop off was day 30 from initial drop off, one day before they would begin charging an additional storage fee. Not notifying me when the pod arrived cross country sure seems like a ploy to run up storage fees. On a positive note, the drivers on both ends were very professional otherwise. Pod was sturdy and in great condition. Inside tie down hooks were adequate. Nothing shifted, broke or disappeared. Pod has latch for 2 locks.

For starters we used "zippy shell" which is actually this company. Salesman was very polite and seemed to listen. Gave us a price that would save about $1000 from using that big company with the red logo. What a deal! The day the pod showed up we saw it had a cage inside of it. What is this? Goodbye the extra square footage that we needed. Ok strike one. Packed it like absolute pros and everything was neat and tidy, ready for the move. We asked that they store the pod for about 3 weeks while we looked for a place to live. Once we found it and I called to set up delivery I spoke with the local representative who was fairly abrasive but did schedule it to get there the following weekend. When it arrived is when the actual fun started. We unpacked and noticed half of our bed that was strapped to said cage was missing and one of our bicycles had bent/destroyed handlebars. We called and when we spoke again to that same local representative we were met with a very condescending tone and muttering under the breath of, "well what did you expect strapping things to the cage." OK great, so now we're out a $700 bed and a $500 bicycle. We were made aware that they aren't responsible for said items so right there we've already lost the money we thought we saved from going with the "other" company. Now we move on to the real fun part. We had said from the get-go that this was a government move or PCS. They understood this and had us pay extra for weight tickets which are required for reimbursement. Same condescending local representative told me for several weeks there was a "mistake" and they didn't have them. We went back and forth for about 2 weeks until we finally got them. All in all I think the 1 star is fair because we did in fact get most of our stuff moved, but the money you think you're saving with these guys is NOT worth it if you value your stuff. Being talked to condescendingly by their representative is also very unprofessional and I'm shocked they don't monitor calls to prevent or reprimand that kind of behavior. If you're military or DOD or just someone moving across the country who expects professionalism and getting what you pay for, do yourself a favor and avoid these guys.

It’s been 2 weeks I don’t even have a bed . This company is the worst ! Do yourself a favor and book with a diferent company you will regret

I scheduled a long distance move from Washington State to Utah. I had to have the pods delivered to friend's house because my driveway and street where on a hill. I scheduled the first pod to be delivered Tuesday Aug 22nd, and for it to be picked up Tuesday Aug 29th. I received a call Tuesday afternoon, saying they had over booked pickups and wouldn't be able to get to us until Thursday the 30th . I told the operator I needed the pod to be picked as it was at a Neighbor's house, and they were headed out of town for the weekend and the pod was blocking their UTV and trailer. She informed me they could not do it Wednesday, and the soonest it would be picked up Thursday first thing 8AM. Well that didn't happen the driver showed up at 12:44PM. the second and third pods went a lot smoother. After getting all 3 pods filled, they were transported to Utah. I scheduled delivery for October 12th. On Oct 11th I called customer service to ask what time I could expect the delivery. I was informed that not every facility gives you a window. I was told I would get call 1 hour before delivery. Well Thursday Oct. 12th 9AM, I hear a truck pull up in front of my house and honk. My husband had to go out and rearrange cars, so the pods could be set in the driveway due to our HOA. While backing the first pod into the driveway the driver hit our tree and took down a pretty large branch. My husband informed the driver it wasn't a big deal, and the branch was hanging low. We asked the driver when we could expect the 2nd pod. He said he had some stuff to do, and he would be back. Around 2 PM he returned the same way no call and a honk when he arrived. I then scheduled the pickup of both empty containers for Oct. 16th, by calling customer service. I advised the operator of the no call to let me know when they were coming, and the honking. I asked if he would note my account to please call 1 hour before arrival. 8:45AM Oct. 16 the same driver shows up to pick up the empty pods. The driver backs up and starts to load the pod. As he is bringing the pod back to the truck, the pod gets stuck on a tree branch. it very well could have been pushed up and then it would have been fine. Except the driver showed no regard that the pod was causing the limb to break. The driver gets the pod on the truck and acts like nothing happened. I asked why he didn't stop and let me move the branch? He proceeded to say, " It's your husband's fault for not being there to help him". I very well could have helped him. The driver then said your husband said it was no big deal to break the tree. I told him it was not a big deal the other day as the branch was hanging low. However, it is a big deal today as now the tree is very bare on one side. The driver proceeded to talk very loud at me. I had HVAC guys at my house and, even they said, "what the heck is this guy think he is doing, and who does he think is talking to a customer like that". it was VERY unprofessional and a very poor example of customer service. The driver then said "When he returned with my last pod, he was going to set in in the street". This statement made me so mad as we have an HOA and NO parking on my side of the street. I went inside and tried to call customer service. I spent 47 minutes on the phone talking to a representative, and being transferred to a supervisor, that I never talked to. I hung up and called back to spend another 13 minutes on the phone without talking to a supervisor. I called back and 54 min to get the same result. I called back again and spent another 27 min on the phone. This time I told the representative I didn't want to be transferred. She informed she didn't have a supervisor available. She would email them and have someone call me back today. When the driver showed up at 1:30PM, again with no call. He said nothing to me, put the 3rd pod in the driveway and took the 2nd empty one. I finally received a call from a supervisor at 5:30PM. the supervisor said if I wanted to file a for the broken tree, he could get the paperwork to my landlord as we are renting. he then told me he could compensate me $100 for the situation. This to me seems like an insult. I feel like none of this should have ever happened. I would not recommend Pack Rat for your moving needs, especially the Utah location.

Great experience. I was quoted a price by Relocation Manager Mimi Majors, that was correct throughout the move. Our move was from Central Florida to Southern California. The process exceeded my expectations and was a lot smoother than I expected from unit drop-off and pickup and to my final destination. I liked that the unit would be put in storage until we were ready, and we could access it with 24-48 hours' notice if we needed to remove anything. The move to our final destination was very smooth, and the drivers were friendly and courteous. I would definitely recommend this service for long distance move.

They added more than $50 per month in bogus taxes about which we NOT informed at any time (and the sales tax percentage in our state is 6% , not 25%.

The company rescheduled the empty container pickup 3 different times and never told me. I called numerous times throughout the process to make sure the container
was still going to get pickep up and was ensured each time that it was until it wasn't. I had to rescheduled other deliveries and projects because the container sat in my driveway for over a week empty. Worst customer service. No one seems to know anything except what's on their computer screen. They can't even call the drivers to see what the issue are. The drivers are lazy and seemed bothered that they actually have maintain a schedule. Worst experience ever. Spend the extra money and go with PODS. The container is still sitting in my driveway blocking everything as I type this. Absolutely horrible company.

Horrible. 0 stars. Completely unprofessional. Confirmed delivery of our pod on the phone yesterday and today they no-showed (meanwhile we reserved building elevators and hired
movers for this time). We paid $50 extra for morning pod drop off as well as $50 for same day pick up - apparently neither of these services actually exist, they just took our money for literally nothing. We will be reporting the company for fraudulent practices. Moving is already a stressful experience and their incompetence has made it so much worse.

They missed the pick up date by two days (so far), so our stuff still sits in the driveway of the house we just sold unlocked. Fortunately the new owners are ok with it, so far.

We're still in the middle of this, so I can't wait to see if they meet their September 19th drop off date.

30 minute+ waits when calling into customer service
No ability to call or email the local store
Web information is helpful, but vague.
The "chat" function is a quicker way to get to "we're contacting the local store", but they can't do anything.

If you're ok with leaving your storage unit unlocked and being in the dark about when, what, where and long wait times for "customer service" that doesn't really give you any further detail, this is the place for you.

I should have listened to all the other negative reviews about this company. I booked their services over a month ago and went through the lengthy process of confirming everything including my address and the fact that I lived on an incline. The person I spoke to over the phone (Chris) checked the address on Google maps and assured me more than once that my location would not be a problem. At 8pm the night before the unit was due to show up, I got a text from Jaice at the Franklin, MA location to let me know that they would be unable to deliver the container. He told me that he had tried to call me, but I received no missed calls. He ignored all of my calls, telling me he had poor service despite texting me back immediately. He then cancelled my order without warning, leaving me stranded without anywhere for the movers to put my stuff. I was LUCKY to get a next day container service with another local company that assured me their unit (like the many others people have used when moving up this hill) would have no problem. 1-800-PACK-RAT's service was extremely unprofessional and I would steer clear of their business when there are better and cheaper options.

They dropped the container off two days early which was fine.. they then picked it up on the designated day on the 14th. It is now the 28th and it’s still in the original areas location. They keep saying they need to push back the delivery day when it was suppose to be on 30th originally. Now they’re saying it’ll be 7 days to transport because they need to find a driver. So you have my stuff for over two weeks now when it should’ve already been in the area of drop off at least a week ago. So due to this they can’t “compensate” me until I receive the pod.. what if it never even shows?! So now I have no furniture, clothes, or anything for my family to have. This business is nothing but FRAUD and they need to be shut down.
Order # 2758340

Container not picked up for 2 days despite 4 phone calls a 4 deceptions by customer service reps that promised it would be picked up. No phone calls explaining service failures, no satisfaction, just lies. Extremely sorry I choice Pack Rat over PODS. Will never use again or recommend to anyone!