1-800-PACK-RAT Reviews

This delay ruined my 2500-mile move plan, which was set and executed perfectly. I went without my belongings for 10 days. My family and I had to stay and pay for hotel stays, and I can't begin to describe how inconvenient and expensive this was. As if that wasn't enough, their idea of compensation for this major hassle was an absurd $100! Seriously? I went ten days without my belongings, and their solution was a paltry hundred bucks. It's downright laughable and demonstrates that they NEVER care about their customers. All they care about is receiving your money. Pack Rat is truly a fraud company disguised as a moving service. They entice you with promises of affordability and ease but ultimately deliver a horrific customer and transportation experience. ==> Do yourself a favor and save time and money — AVOID Pack Rat at all costs! I regret choosing them and wish I had gone with PODs instead!

Original Review: Jan. 13, 2025

Extremely unsecure boxes. These boxes cannot be locked with a normal size padlock. They must be locked with a miniature lock, such as a suitcase lock. The hasp holes are tiny and deeply inset to prevent the use of a secure padlock. It seems obvious this is so that you will want to purchase the highest tier of insurance from them, which they push very heavily. They explain that your box could be broken into while in transit. Really? Then, why don't you let customers lock the box with a real lock?! I have tried numerous types and sizes of locks. I've spent over $200 in padlocks trying to find one that fits. As it turns out, you can't return a padlock just because it doesn't fit, so I'm the proud owner of a collection of padlocks I don't need, all thanks to 1800 Pack Rat. What a terrible company. If you use these guys, don't use them for anything valuable. You will definitely regret it.

So, I phoned again to find out how to continue my quote. Spoke with "Mike". Mike seemed offput and said, "Didn't she offer to take your Credit Card information over the phone?" I began to answer "yes, but I am not comfortable with...." and then the phone call stopped and I was now on hold with a recorded message telling me it would be 30 minutes for the first available representative. Recorded message said to press Star to enter phone number and it would phone me back... Never happed. The phone call ended.

4. Basically being hung up on

Nope!

Please read my previous review. To any potential customers, my case has not, in any way, been resolved. It has been almost a week since my container was taken without my consent. I have no idea where it is and after months of carefully packing and cleaning everything, the container was shipped without anything secured, meaning there will likely be a lot of damage. I sent an email asking for a direct number. I wish I could add to this review without it being marked as resolved. Beware, do not update your review if your case is not resolved. It will only give a green light for the company to not put much effort into your case.

Original Review: I originally chose Pack Rat because they had metal containers and that was a way to avoid the toxic chemical build up in wood from what previous movers might spray into a pod, such as rodenticide. I also wanted to avoid mold that also contaminates porous materials like wood. At first it seemed ok, but then I realized that I would never be able to reach the person who made the sale again. While there are some direct lines, they will not call you back after the sale is made. From there, you are forced to call the general customer service line where the hold time can be well over an hour, sometimes two hours.

Customer service overall is deeply disconnected in terms of communication and, from my experience, it's a good idea to plan on something different than what you asked for or expected. It’s also in your best interest to get everything you discuss in writing. I have had a series of experiences that proved this to be true and the general approach seems to be that someone at customer service says someone will reach out to you, then no one does, then if you take the time to call again and ask why no one reached out to you the person you are talking to will say someone did reach out. Then, when you try to find out how they reached out and mention that there is no call history of that, the answer is that they may have emailed you... but there is no email. That pretty much sums it up.

The people working under corporate know there are major issues and some seemed to be doing their best to help. After a prolonged, exhausting stretch of trying to downsize an entire home to an 8-foot container, I finally moved out of my home and sent my half filled pod to the Pack Rat local storage warehouse. During this process, I stressed over and over again with witnesses and Pack Rat recording all calls that my container was not to be shipped until I gave authorization, as I was not finished packing it. I did this on more than one call because they kept repeating where it was scheduled to be shipped. I also pointed out that my destination had become a placeholder that might change.

I called the main Pack Rat number to schedule the warehouse to pull my container out for a few days so I could start loading again. I was not sure how much time I'd need. That seemed to go okay and I was still clear on nothing being shipped until I gave authorization. When I went to the container, the warehouse manager was great and said to just let him know when I wanted it put back into storage. I started doing some loading, then got sick and was about to pick back up again with help when I received a message from that manager that my pod had been shipped...

It seems the last woman I spoke to checked a box that said I wanted it shipped on the 3rd day it was out of the warehouse. I never asked for this, as I was not sure how much time I'd need. No one from Pack Rat called me to let me know this was happening. It just happened. The warehouse manager was gone when it shipped, otherwise, I’m guessing he would have stopped it or at least called me.

The worst part is that my container was a little over half full and I had unstrapped everything to do some rearranging. What this means is that my container left with boxes stacked and nothing was secured. I had loose items up front that were supposed to go into boxes...There was glass...You get the picture.... In addition, I had all of my clothes and travel items that had been meticulously organized over months for a cross-country trip stored in there. What this means is that I will need to replace all of that in a matter of days, which is not really possible. My packing supplies were also all in there. This is any mover’s nightmare from hell. I don't know if Pack Rat intends to reimburse me or when.

Now, I have no idea when I'll have access to my belongings again and I will not know just how damaged everything is until I get to it, wherever it ends up. I dread the process, especially because I know how much of a deeply painful and time consuming project it is to get anywhere with this company. I was supposed to hear from someone about this disaster but it's been days and no one has even bothered to call me.

Upon my request, they did, though the warehouse manager, give me a new pod on the day I found out, so at least there was that, but the whole situation sucked the remaining life out of me and caused me to derail from a very tight schedule incurring the further expense of staying in town longer. I had to call again today to request a call, but it is midnight and I have not gotten that call. This whole process drained me to the bone and I feel sick again. It has made it difficult for me to get on the road on time.

All that said, I would not recommend this company. There are some really good and decent people mixed in there who want to help and are truly customer service oriented, but the communication issues are deeply problematic. If you go with this company, you might just be the next one to pay a very big price. What I want to see in terms of a resolution is for Pack Rat to act in a truly honorable and decent way, taking full responsibility and going above and beyond to make things right. Moving is already a painful undertaking. The moving company should help, not compound the difficulty.

In regards to cost. It was $262 upfront, they gave me a few dollars for my inconvenience (did not cover the cost of the movers rescheduling). Then I was told pickup was $100 plus another 360 even though I just paid the second month rental of $262 a few days prior. Since my was pick up never made it on Friday night, I called Saturday morning and a prerecorded message told me the wait time was over an hour, then disconnected me. Apparently they are not available on weekends for calls. If you want to avoid a headache, as moves are already stressful enough. Save your time and money and go with a more professional company.

I've called customer service, billing, etc. The pod is unless for me at this point. Refunded all but my delivery fee. Said it won't be refunded because it was delivered even though it was delivered wrong and I can't use it. But they claim they offered for someone to come and turn it around for free 6 days away. But why not turn it around the first time and not charge me the extra 100 to do was requested from the beginning. We I tell you I will not rest until this pod is out of my driveway and I receive all of my money back.

Upon drop off of the pod instantly I know things were missing and broken. My claim was denied because they said my items weren’t packed properly and they claimed the driver didn’t see anything fall out. Also the proof I sent them of the items (which followed their guidelines) was not enough. They said there was no proof it was ever on the truck. After months of waiting for this to resolve they simply said they couldn’t take responsibility. Boy aren’t those words as true as can be. Go with a company that CAN and WILL take responsibility for their actions and will look out for their customers. This made an already hard move a nightmare. Still considering taking them to court.

These conexes are small & in disrepair. Nothing is how it should be. I started with 1 box, it was too small so I ordered another 16ft box. I was quoted one price of 320 for two, then after I got the other box I was told I would need to pay 355.00 for ONE BOX! LA Last month they robbed me for 1600! Last month I told the manager to cancel my move & l just want to pay my rent & just get my stuff. This manager has been doing OUTRAGEOUS STUFF TO ME!

So, I had to take yet another day off work and wait the entire day on Tuesday. Once again, at 4 PM, after a maddeningly long wait on hold, I was reassured that the delivery was on its way. However, after 5 PM, I received a text from the driver with an ETA of 6-7 PM. When 7:30 PM rolled around with no sign of the container, I tried calling and texting the driver, only to be met with silence.

Calling customer service yet again, I was once more assured that the delivery would happen. I was horrified to be told that deliveries could go as late as 10 PM! What reputable company thinks it's acceptable to cause such a disturbance on a residential street at 10 PM on a Tuesday? After calling back at 9:30 PM, I was finally told they couldn’t get a hold of anyone at the facility and had no idea when the container would actually be delivered.

This was the absolute worst experience I’ve ever had with any company. There was no accountability, no respect for my time, and clearly, no concern for customer satisfaction. It’s no wonder they don’t allow reviews on Facebook or comments on their social media posts—probably because they know they'd be flooded with negative feedback. DO NOT HIRE THIS COMPANY unless you absolutely don’t care when or if they ever show up. They are unreliable, unprofessional, and a complete waste of your time. Save yourself the headache and go with a company that actually values its customers.

Fast forward to the end of July, beginning of August my mom purchased a new house that was only 60.9 miles (about 1 hr and 15 minutes) from the location of the house we were selling and the pods. We hired movers to clear out the house and finish loading up the house which there is a pending sale on now. I called to set up a time to get the pods picked up and moved to the new house when I was told that they don't service that area?

The customer service rep was polite and apologized and she even told me that the location the containers came from (MD-Baltimore) was a mistake and she transferred me to someone who would help get everything updated. The person she transferred me to was extremely rude and ended up hanging up on me after telling me that I could just get a U haul and hire more movers to pay to empty the pod and then pack the U haul. I called back and the customer service rep again was nice and everything but I asked to speak to a supervisor cause I could not understand why a company who advertises long distance moves couldn't move these 2 16ft pods a little more than an hour away from where they currently are?

I couldn't get a straight answer on a way to fix this so now the only option I have is to pay movers again to come unload the containers and then pay for a Uhaul to move my mother before the end of the month which is the deadline for the sale of my grandmother's house. The most I was offered was the pickup cost of 1 of our 2 16 ft containers to be waived but in my opinion this is not good enough.

You advertise customer satisfaction and a quick and simple move for both local and long distance moving. Well why can't they move containers a whole m hour and 15 minutes from where they are at? This isn't considered "long distance," I am not even leaving the state we are just moving to a different county. I am now currently waiting for a callback (was told my wait time was 30+ minutes) from them to set up time at the end of the month to come pick up their EMPTY containers as we had no choice but to do what they said and empty the containers into a Uhaul and use that.

When I spoke to Christopher ** who is a higher-up in the company on the phone about the delay he was unprofessional and made a comment about how I shouldn’t have waited to the last minute to pack everything and threatened to hold the pod instead of delivering it. After this conversation, I felt scared that my stuff would be held hostage. Also the delivery driver backed into my house and damaged my gutters. When confronted the driver denied crashing into the house and assured me the damage was already there. Pack Rat did agree to cover the damages for the gutter repairs.

My takeaway? Pack-Rat should specifically advise their customers to have enough funds in their accounts to accommodate up to 20% increase from the quoted price, in order not to be dinging their customers with bank charges. My initial experience with delivery of my container was fraught with difficulties. At first, the driver didn't think the truck & container would fit into the parking lot behind my new residence, so Jaice, my connection in the Franklin, MA Pack-Rat office where my container was sitting until it could be delivered, recommended I get a permit from the city to park the container on the street for a few days.

The permit application was expensive & a bureaucratic nightmare, but Jaice was my lifeline through this Kafka-esque experience. When I couldn't get answers from City Hall &/or the Department of Public Works, Jaice found phone numbers & emails for relevant city officials, & even stepped in & made phone calls himself. When the city finally denied my application, he was willing to send a driver over just to see if by chance the truck & container actually WOULD fit into the back parking lot after all, & HALLELUJAH, they did! Everything was smooth sailing after that.

In summary, lowball overall cost quote: BAD! Jaice in Franklin, MA office: GOOD! I can't in all honesty recommend Pack-Rats, but I think they'd be a good service if they were upfront about how their actual charges will be hugely increased from their initial quote. And I can't fault their handling of the container -- my Celtic harp & large mirrors all came through without damage.

OR You are willing to invest 8+ hours of your time to micromanage PackRat to do its job as they promised. They have 8 levels of supervisors fyi for anyone waiting on hold.

Original Review: This company is the ABSOLUTE WORST! I have never experienced such terrible customer service! I called 6 MONTHS IN ADVANCE to schedule my storage container and yet I ended up having so many issues. Everything was smooth with the delivery of the empty container. It was then scheduled to be picked up 3 days later which was a Thursday. I got a call on Wednesday telling me that they wouldn't be able to pick it up until Friday. Friday came around and by 6:00 pm I still hadn't received a call about when they'd pick it up. I called in and waited on the phone for an hour and they told me that I was no longer on the schedule for that day and that they wouldn't pick it up until Saturday between 3:30 and 7:30pm. I don't end up getting a call from the driver until 8:30pm and he tells me he's on his way to pick it up.

At 9:00pm he gets there and says he can't pick it up because he doesn't have enough clearance for the truck and that they won't be able to come back until Monday and they'll have to try again. After that I decided to cancel the entire order altogether and just decided to use a moving truck. I spent literally 5 or 6 hours on the phone with them in the span of 3 days trying to figure this out and the customer service people I spoke with couldn't give me details of what the issues were and they only wanted to refund me $150 for a $3500. I feel like when you pay this much and aren't receiving the service you were promised, you should be compensated a lot more than what they were offering.

The customer service was TERRIBLE and pretty much everyone I spoke to didn't do anything to help or resolve my concerns. STAY AWAY from this company at all costs!!!! Pay more money and go with another company like PODS or better yet, just get a moving truck and do it yourself so you don't have to worry about these types of things happening, or worse, them not delivering your full container to your final destination when scheduled!

I assume the next problem was my fault for not reading the contract carefully. They DO NOT PRORATE!!! So, our last month we paid the full monthly amount for just 3/4 days of use. Pay attention to how long you need their container and read carefully! What made us really angry though was that they did not come to pick up the container on the day scheduled. I had scheduled multiple workers that week, in order to get our home back together before family came to visit. The container removal was necessary for all to go smoothly.

Yes, we had an email pickup confirmation from 1800 PackRat. No, we did not pay the extra $50 to specify morning or afternoon pick up. We did however unexpectedly need to have our old HVAC system replaced and the container was in the way. I phoned on the morning of the scheduled pickup to find out approximately when we should expect someone; they could not tell me, said it could be anytime before 9pm. No one came for the pickup, HVAC installers (here from 8am until 7:30 pm) had to walk around the container all day.

At 9pm I phoned 1800 PackRat again and was told our pickup had been moved to the next day. No, they never called, texted or emailed us. I asked for the manager, expressed displeasure & requested that they come early the next day. I had people coming to do some work in the garage, the container was in front of the garage. We were told they did not know when it would be picked up. So again, the workers had to go around the empty container all day. The container was finally picked up at 3pm. I phoned the company and again asked for a manager. I expressed my frustration and spoke at length, he eventually agreed to not charge me for the pick up and gave an empty apology. To summarize, they are not a better deal when their service is poor and they do not prorate!

Also, calling to get it delivered/find out why it wouldn't be delivered/ find out how to get my belongings was a COMPLETE runaround. TERRIBLE customer service. (I don't say this lightly, I'm a very patient person) I was hung up on multiple times, transferred for no reason, and kept on hold for very long periods of time. (20-30 min) It took me over an hour of being transferred/ hung up on just to find out what was going on with the pod. It was almost like if the representative didn't have an answer for me, they just hung up. Hopefully next week my container will be there when I go to unload it with the uhaul. I don't hold much hope though.

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 2/7/24 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.

Finally after waiting 11 days I called in and was told, "Yes. Your container arrived." Still online it showed Open, could not schedule delivery. I had it dropped off the following Monday and picked up two days later because they were unable to come back the next day. They still charged me for a whole month of storage and will not pro-rate the unused portion of the month. I was told back in October that they would and it seems convenient that I wasn't notified that my container had arrived when I was still within their precious 5 day grace period. I feel like they scammed me out of $340 for misinforming and then not informing me of the delivery. Escalated customer service is completely useless. They are like the mafia. Take it or leave it. I'll never do business with them again (and I move A LOT) and will continue spreading the word so no one else uses them either.

I called Packrat and asked for the second pod to be delivered so I could pack the remaining item in the house. I now know my final destination so I tell the Packrat agent, "I know where I am moving, Spokane Wa so let's set up a delivery date." They ask me for the zip and then proceed to tell me they do not service that area!!! So they had at least two opportunities to tell me, "Hey you keep saying you may move to Spokane but guess what - we don't service Spokane". Nope, no one bothered to check and they blamed me for that, I guess I should know that their operators read from a script and if I don't have them explicitly check with a zip code they carry no blame. So now I have to pay them $500 to have the pod I already loaded brought back to my house so I can unload it. They charged the original drop-off, then pick up to storage, then drop back off so I can unload it.

Also if you like waiting online for 30 minutes to talk to someone this might be the company for you. I am not saying I am totally clean on this but neither are they. Their only concern was covering their own ** and putting all the blame on me. I should have known... Funny thing is I called U-Pack and gave them the same scenario I wanted to see what happened. First thing she did was check both my possible locations. No lie she said and I quote, "first let me check and make sure we service both those areas".

I will never give 1-800-Packrat any of business again and I will certainly not recommend them. I should have checked yelp and consumer affairs before I gave them my business they have horrible reviews and now I know why. Oh and to get the POD back to unload and have them pick up the empty took me hours on the phone to accomplish. These folks are the absolute worse!

So I made sure to keep reaching out if something was explained a little differently. I was met each time with consideration and respect and was left a little less anxious after each call. Numerous representatives gave me the same info on delivery/pick up from old address and delivery/pick up from new address. The portal that PackRat makes available to their customers shows the exact final price that was given to me.

There have been no hidden charges that I see so far, and everything appears to be on the up and up. Now, Pack Rat told me that the driver will call before drop off of empty container. I have made the decision to take that day off of work. I DO NOT want to miss that phone call! It was stated to me, CLEARLY, by each representative, that because their bookings are full, the driver will move on to the next delivery if I don't answer that phone call by the 2nd try. Check your portal to make sure they have your phone number listed correctly and and any other #s they can reach you at if for some reason you might not be able to answer the primary #.

To those reading some of the negative reviews, this is the area that APPEARS to be where things could get delayed and/or pricey.... that, accompanied with, changing pickup and delivery dates after you're on their calendar already. Ok folks! Hope my review has helped those looking into long distance moving! I will reach back out mid December to let everyone know how it all concluded.

Original Review: Nov. 4, 2023

Our 2 pods were promised for delivery on August 30th, and we waited all day for them to arrive. At 4 pm, I called to see where our pods were and the customer service agent told me that they were still on the schedule, but would be delivered early morning of the 31st. We waited all day, AGAIN, for no pods to show up. We were promised that they would arrive on the 1st of September. One pod showed up, but the driver told us that a fork truck broke down at the distribution center. Why couldn't customer service contact us and tell us there was an issue? We had to wait for 2 extra days for half the order to arrive. When I asked the driver if the second pod was coming that day, he replied that there was only one scheduled on his work order. Add insult to injury, our driveway is on a steep incline and the pod had to be delivered on the yard "for safety".

The driver backed over our wellhead, causing 750 dollars in damage and us to be without drinking water for 24 hours in our new house. The second pod finally showed up the following day, after calling customer service AGAIN, only for them to tell us our job ticket was complete. We had to argue with the agent that half of our stuff was missing, only for them to realize that there actually was another pod on the work order. Every time I had called customer service, they wanted to confirm that they could pick up the pods on the scheduled date. How could I confirm the pick-up date if I didn't even have the pods delivered yet?!?!

I had to reschedule all of the help I had lined up for the move and inconvenience their schedules because Pack Rat couldn't communicate and keep track of our order. I submitted a claim form for the wellhead about 6 weeks ago, and I still have not heard a determination on whether or not they will pay for their damage they caused to my property. I will change my review if I get paid for the damage.

Original Review: Oct. 25, 2023

Wow Pack Rat…. They are something. When requesting a container, the service was amazing and prompt. I called on a Friday afternoon and they delivered the next morning. I needed a container to begin for a move with an unknown closing date this was in August. Now we are in October. Just after paying my 3rd months’ rent on the container (which was totally fine as it was how long the process took for us) I had now given this company over $700. Finally, we were ready to move, so I called the day I found out our closing date for both the current and new home - unfortunately it was only 5 days into the future. I know it was short notice, but it was something we could not help.

While speaking to a main rep I was told that they had nothing available the Monday we closed on my old home, and in fact nothing until the following Monday. They also informed me nothing was available prior to Monday (if I wanted to quickly pack it up). I was then connected to my local warehouse manager who repeated the same information. He told me I should have called sooner and basically what did I want him to do about it. They were overbooked already. I told him I would empty to container and to just come get it. He said that would still be that Monday at the earliest (10 days in the future). I asked to be connected to billing as I just paid another $243 for this month’s rent for a container I could no longer use. He said sure he would connect me, but they don’t offer refunds. I was upset to say the least and said I would call back as I had no desire to speak to anyone at that point.

I then had to text the new owner and ask if I could keep a useless container in his single car driveway for a week. He was very accommodating and understood this was an unforeseen issue. My wife called back later that day to see if there was anything that could be done (which there wasn’t), but before locking in the date a week after closing (10-23) the main operator said let me see if the local manager can do anything. She tried to reach him, but no answer, so she said she would have him call my wife back. He never did.

Later that night I attempted to just lock in the date (10/23) on their website which was now booked for the day. I now had to select to the next day. I did call the next morning and again spoke to main hub, who said that yes, the earliest date is now 8 days after my closing (12 after initially requesting a pickup). I inquired why the local manager did not call us back. There was not any solid answer. I essentially felt at this point if I was anything less than accepting of what they would offer me I would never get this thing picked up. I locked in the day 8 days post-closing and happily agreed to pay a $52 removal fee. I rented a U-Hall and emptied the container into truck along with the rest of my house and moved on Monday the 16th.

Fast forward to the Tues Oct 24th (Pickup Day) after getting a call the day before confirming a pickup time between 330-5pm I text the new owner and asked if he could not park in his driveway during that time so they could come get it which he was fine with. At 6pm the day of the pickup I again text new owner to make sure all went well. Guess what??? it did not. The Container was still there.

Time for yet another reach out. I called local number, and no one answered. I called main line and the system asked if I wanted a call back when rep was available, so I said yes. 15 minutes later I got a call back at which time I was placed on hold for over 20 mins before a human spoke to me. He could see the notes that said driver ran out of time for a pickup, but nothing about a reschedule. He seemed surprised no one reached out to me. He called local manager and was told it would be picked up by 9am the next day, but I would get a call beforehand. I never received a call, but I was able to confirm from a family member driving by my old home that the container is indeed gone. Kudos to the worst service possible.

Now if you would like to agree with local manager that said, "Like a plane gets booked so do we and you should have called sooner". I would counter with why? They still didn’t come when they were supposed to. If I had changed my closing to the 1st date available for Pack Rat to pick up and drop off my Container (A move 1.8 miles in total distance). If I had asked all parties - buyers, sellers, lawyers, and banks to use the date the storage bin company can move our stuff – (literally their sole function) they still would have failed because they did not come the day they were supposed to.

I would not have had all the essential items I would have needed to sit, sleep, eat, and just live on because it still would have been sitting on the new owner’s driveway. No one called to explain what happened. No one offered any sort of compensation. Honestly, I truly believe if I even raised a complaint, they would still not have picked this thing up. I could not think of a worse company to use, and I recommend any other option available to you it must be better. They are the worst.

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.

So it was a huge surprise to me when on October 1st, my debit card was charged $312.10, which I assume to be October rent. I of course called and the response would be absolutely laughable if it wasn't for my frustration of their logic...so these are their "two" explanations that both end with "the payment is valid and will remain."

1. Supervisor Tammy stated that I would only be responsible for October rent if the container was returned un-emptied, and that I asked on several occasions during the phone call that I would not have to pay October rent and Supervisor Tammy assured me I wouldn't. This is not in dispute, as the call was recorded.

2. We both agree this last payment was an October payment...but, I'm beginning to believe, since they take payments out on the last day of the month, it was an August payment and they don't want to fess up on that my 1st month wasn't waived...I don't care, as long as I get my refund!

So the 1st scenario played out like this: My payment on August 31st was for August, and this payment was for September, October will be paid on October 31st if the container comes back un-emptied, so "payment is valid and will remain."

Well, hold on... In my agreement with 1-800-PACK-RAT the 1st month was waived, was that not the case? Was our agreement not held up as per my contract? Hmmmm... So the 2nd scenario played out like this: Container was dropped off on July 31st and the fee was waived until August 30th, and on August 31st you were charged and yes, that was for September rent, the $312.10 just debited from your account was for October 1st - 31st "payment is valid and will remain." WHAT???

Now, I may not be seeing something, but the calls are recorded on their part, I filed a dispute with Bank of America, the Better Business Bureau, and Call To Action (local TV channel). I hope this company will do better...soon!

I get it. It’s chaos out there. And my life also feels and reflects that. Especially right now. Because I have one day to get everything out of my apartment and into this giant box and then deep clean everything and then drive 10 hours to reach my halfway point of my moving destination. My partner has leukemia. She is exhausted, I am too. We are moving away to be closer to family during this time. It’s just us, so basically it’s just me. I am pretty light-hearted and easygoing individual but I am so exhausted and this has reduced me to tears.

I have read like 400 one-star reviews this morning so I have some questions while I’m waiting for the “24 hour call center guarantee” to open at 8 am.

Every one-star review says that “the truck broke down” or “there weren’t enough drivers”. How are you scheduling a pickup or a delivery if you don’t have drivers. Did you know that before scheduling and like assume someone would be hired in time?

I had the ability to extend my lease by a week if I gave at least 48 hours' notice. That window has closed, where am I supposed to go and where do I put my stuff?

I’m very frustrated I actually am like really poor and literally can’t even afford to figure this out any other way. I don’t know what to do.

Please, like just help resolve this. I will absolutely change my review upon resolution.

Are we supposed to just sit here all day in case the fool doesn’t call like he is supposed to do? He illegally parked on the street and blocked all traffic. And then took him multiple back ups where he trampled all the neighbors’ yards because he would not do what the previous driver had done. He refused. When I called to complain, I was told it would be a two minute wait, but it was in reality over 30 minutes. When I told her about the driver, she said, "Well what do you want me to do about it." I don’t think I would use these people again.

They told me I should have called 7 days in advance which is in the fine print of the contract. This is inaccurate. It says to call days in advance of pickup. Not that their hold times are so long you will need to call days ahead in case you do not get through. Despite the call, the pickup wasn’t scheduled until 12 days later. Then, they missed the pickup date and showed up the next day, 13 days later. They made many mistakes and never rectified it. The rep on the phone was so abrasive in her tone and she said there is “no way I would get a refund for another full month I didn’t use.” I asked her if this happens all the time and she said yes.

There was no consideration or kindness as a paying customer and it feels like they are scamming customers out of money for unused materials with long hold times as they trap people into auto payments with their credit cards. I will never use this service again and I suggest no one does. Other services are much more respectful of their customer's time and money.

My client waited outside his home until 11AM this morning waiting for someone to arrive... No one did. After another round of being on hold, they once again promised that they had just one more customer to help before getting to our place, and that the ETA would now be no later than 1PM. At 2PM, there was still no sign of them. Third round of waiting on hold for a supervisor, and apparently there are now 7 clients ahead of us that they plan on helping before getting to my client's house. ETA changed to 8PM tonight, but I'm not confident that they will fulfill this promise. Pack Rat has put my clients in an extremely difficult situation, and they are yet to follow through on the promises they have made. In my 5 years of business I have not experienced such a lack of professionalism and accountability from a moving company. I would highly recommend choosing another company.

We had upper management call us back saying they would deliver Monday instead and refund us $300 which is completely unacceptable. I understand that things happen beyond our control but these companies should be prepared for this. Now we have nowhere to go as our house is already closed and sold - our new house is an empty new build house with nothing to put in it and I have a 2 yr old and 4 yr old as well. They should at least have at least reimbursed me the cost of what it will be to stay in a hotel until they drop off our things 3 days later!! Not to mention that we already had movers booked for Saturday, appointments and deliveries scheduled for the house Monday and Tuesday etc. We paid over $4000 for what? More of a headache than anything.

At drop off the truck driver was supposed to arrive in the afternoon to drop off but did not get there until about 9pm. Then was not able to get the truck/pod up our driveway because they said it was too steep they so had to leave it at the bottom by the mailbox leaving us to walk every piece of furniture, boxes etc to the bottom of our driveway in the road. When they picked up the pod we had already moved out but found out that they pulled our mailbox out of the ground and did not put it back in so when our buyers came for their walkthrough they had taken photos and thought the mailbox was broken and hit by a car. $300 reimbursement is a joke! Our entire move has been a disaster from start to finish. We deserve 1/2 of our money back not to mention the $1k I'm sure that it will cost to book a hotel until our stuff gets dropped off. Will never use or recommend to anyone!!

Original review: We ordered a container to put our furniture in while new flooring was installed. Everything was completed on may 20 2023. I called to have the unit picked up. Was told next available was June 1 2023 so I agreed. It is now June 10 2023, I have been told everyday that I’m in the schedule but no one shows up! Get this container out of my driveway!

Oregon Trail Movers showed the following day to load the last of our things in the 16 ft pod, half way through, they said we will need another pod. I was completely caught off guard, and asked what happened, both movers got aggressive in their tone with us and said it was not their fault and we'll have to find another way. Mind you, I have my new buyers that I supposed to be moving in that evening. People make mistakes, but to get ZERO HELP from 1-800-Pack-Rack, and to deal with UNPROFESSIONAL, AGGRESSIVE, MOVERS - OREGON TRAIL MOVERS, was completely unacceptable.

UNFORTUNATELY, the 800 Pack Rack has our pods in storage, so will have to play this out with them, but please JUST GO WITH Pods Company. They actually told us the correct amount of pods to order which is why we checked and tripled check with 1-800-pack Rack to make sure what they were saying was true. It wasn't and even worse, to try to order another one was out of this world the most frustrating experience I have ever had. If you do choose to chance going with this company, DO NOT USE OREGON TRAIL MOVERS. They left cigarettes butts everywhere and their professionalism throughout was incredibly disappointing. 1-800-Pack Rack is cheaper than Pod company, but there's a very good reason.

Everyone to whom we spoke--both office workers and truck drivers--was pleasant, courteous and helpful, even when we needed to change our initial delivery/pickup dates. AND, when we left a missed item in the pod, PackRat even sent someone to check out the pod days later to see if the item was still there and actually followed through by contacting me with the answer (sadly, they did not find it, but it was our fault for missing it). We had an excellent experience with them and were very pleased with their service and customer care. I recommend them!

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.