1-800-PACK-RAT Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Oct. 1, 2021

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

The Good

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

The Bad

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

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

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

The Ugly

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Aug. 10, 2021

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

On 07/08/2021 at 6:55 am I received a text from Mario at Packrat saying he will move the container that day he just did not know the time yet I responded with before 11:30 if possible. I waited until 4:43 and then texted him back asking for a time frame with no response and no one showed up again. I called the main number again (mind you that you will be on hold for at least an hour to an hour and a half) when you call. 4 out of 5 calls I got the same response, they need to put me on hold and call the local facility as they are in Florida and I am in California, same response was "I tried both number I have for them and no one is answering so I will send them an email." At this point I feel that this is the go to response.

Saturday 07/10/2021 I called once again (call #4) sat on hold for the typical hour or so, talked to a lady got the standard issue response "no one answered blah blah blah" but she said she found an opening and we could get this moved on 07/23/2021 I said WHAT!! I am being charged for everyday I am not out of the property. Someone has to be able to get this thing moved (I am only moving it 7 miles or so from my house). She transferred me to a supervisor that would "look into it". Today I had an email showing the 7/23/2021 scheduled date then after that a new email showing today 07/12/2021 as the date. I thought perfect someone helped me out.

Well today came and went no call no text NO TRUCK! So I called 1-800-PACK-RAT again, sat on hold for 73 minutes talked to a new guy that said "I am going to place you on hold." So I interrupted and said, "You're going to come back and say you tried both numbers and no one picked up..." He put me on hold then came back and said "I got a hold of the local facility and it turns out the truck broke down in Petaluma" (15min from my house) and will not be able to move the unit today and he does not know when they will be there. I told him I do not know what to do. We are the point where we may have to unload this thing and move our stuff to a local storage place and try and fight for my money back? We all have good and bad experiences with companies, mine just happens to be a bad one with 1-800-PACK-RAT.

The move was scheduled for Monday and on Saturday afternoon I received a text saying that it needed to be rescheduled because the forklift was broken. The moving company isn't available again for 2 weeks and are going to have to charge me for the Monday move due the short notice. 1800 Packrat apologized and offered $100 in compensation although I'll be living out of a suitcase for at least another 2 weeks. This is all completely unacceptable! The company is incompetent and unprofessional. Their customer service is worthless and impossible to reach. I'm still not sure if I'll ever see all of my possessions again. Stay away from them!!!!

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I call in and customer support is extremely friendly, but tells me that all they can/will do is process a $50 refund (which she eventually upped to $75) and then proceeded to tell me that they would talk about an additional refund when it's delivered, if it's even delivered at this point. Multiple attempts to contact Executives, no response. $2000+ in unexpected hotel charges, potential loss of a job

Taking initiative, I called 6/30 to find out the new delivery date and was told I'd get compensated some arbitrary amount per day for the unit's delay (~35 min). This arbitrary amount is supposedly in the contract - False. To reassure me, I asked for more follow-up on when my unit begins its transit and was told to use the PackRat online account. Again, I call on 7/1 because my account wasn't allowing me to log in (~35 min) and asked for more clarification on the when my unit will be in transit. So, supposedly in transit now.

Overall, I understand that the customer service was trying their best and there are a lot of factors between facilities and etc. especially during a peak season. However, for a moving company who has been in service for some time, I expected better. I do not recommend PackRat for your move. If you choose them, be certain to call them regularly to remind them to ship your unit.

I cleaned it multiple times and eventually had a fridge repair man out to look at it. He found what he assessed were decomposed field mice in the fridge and determined that the fridge was shot, because the smell had permeated the fridge lining and could not be remedied. I had paid about 10K to 1800PACKRAT, including paying for insurance to ensure my possessions were not damaged. I made a claim for replacement of the fridge. Today after about a month of no help, I received notice that my claim was denied. I am totally disgusted. It is ironic that the company called "PACKRAT" allowed rodents into my storage unit and refuses to take any responsibility and this is the result. DO NOT USE 1800PACKRAT. ⁠

Original Review: June 26, 2021

Updated on 07/10/2021: The review is an update to the original review. My experience with this company and the developments since my first review deserve a new entry here since the experience simply got Wrose to Pathetic to Unexplainable.

Recap: My container was picked up from Louisiana as expected on 6/11 and was scheduled to deliver on 6/26. I got a call at 5 PM on 6/26 from the facility manager that he will not deliver the container, he does NOT know where it is and I should call them on Monday to figure out (audacity of this company). I call on 6/26 Saturday to ask for the whereabouts, I was on hold for FOUR (4) hours and 10 mins (see the screenshot). Only to be told, someone Forgot to Charge the credit card and the Container never left Lousiana although they did NOT forget to charge the rent on the same card. I got the payment taken care of on phone. Then I was given a date of 6/26. I had help scheduled for container on 6/26 that cost me $279 since the notice given to me was under 24 hours. Further, I had an international trip planned on 7/2 that I had to cancel because of most of things that I needed to take with me were in container.

Update: "The 6/26 came, I again had the help scheduled, took a day off. I called them around 11 AM to ask for when we can expect the container, and to my Shock I was told by the Phone Rep that She doesn't know where it is, the container DID NOT scanned at the facility. Talked to a supervisor who after keeping me on hold for 35 minutes, told me that it will be delivered on 7/15 and their customary disingenuous apologies. On 7/9, I was out of a blue moon told that Container is scheduled for 7/10 on Saturday. This was a welcome Surprise. We cancelled all of our Saturday plans, again scheduled movers help. This time I even got a call from a Driver that he will be coming on 7/10 (today) around 10.

On 7/10 morning at 7 AM I got a call from Driver stating he doesn't have the Unit ID and if I CAN TELL HIM my unit Id, which I did after logging in. Driver later calls around 11 AM that the container is NOT in warehouse and he does not know anything and I should call PACK RAT on Monday. Now I call again, and the Phone Rep very Conveniently tells me she does NOT know where the container is and someone will call me.

1-800-Pack-Rat, do you guys have any Shame? Do you understand moving is difficult as is, do you know how pathetic you are and how careless, downright mean and a disaster you are for customers. You have costed me over 3 weeks of Annoyance and Grief, A planned trip cancelled, Twice movers cancelled with full cost charged for under 24 hour notice, We are without my things, we have run out of our medication supply while rest is in container, there are no beds and household items. I will be opening complaints with local police, local media, US DOT, BBB, CT and LA consumer affairs. Every one from the Facility Manager to Phone Reps to Supervisors to Drivers are Clueless, Disingenuous and you are a MEAN company.

Original Review: 1 star since that is the lowest option. This should be negative. Extremely slow, unresponsive and disingenuous service. My container was picked alright on 11th as planned. The container was due today, and I received a call yesterday that they have NO idea where container is… I have help scheduled that will cost me $300 dollars for nothing. The kids don’t have a bed to sleep, we have all help belongings in the container. No response, called and I am on HOLD for over TWO hours. See the screenshot. People DO NOT Use this service, this is Pathetic. 1800PakRat I will adjust my review accordingly, if / when my container is found and delivered based on service that day, I am on HOLD for 2 hours. Any Shame? Order **

Then the scamming ** business practices really kicked in. Said they couldn’t pick up our pod till about a week into June but we had to be out of our house for the buyers to move in. Magically it was the day after our next billing cycle started. Another two hours on the phone to finally get someone to get our pod picked up and delivered. Then I called to schedule a pick up once they were unloaded and the agent said she couldn’t talk to me because I wasn’t on the account but I’d had at least four lengthy and painful calls prior without any issue. Called back two more times without any luck.

Finally the day our billing cycle started over. I get someone to talk to me. I explained the whole situation and said can I speak to a supervisor and she said “I’ll get someone who can help you” and put me back into the general queue where I waited on hold for another 45 minutes. When the next lady answered she finally was helpful and told me they could have put us on the no bill list because the pod was empty but they couldn’t pick it up. No one told us that when we were calling prior to next billing period.

Took a week to finally have her be able to get a supervisor to respond with getting our pods picked up no sooner than before but we are still being charged. She transferred me to finance and a guy told me he’d check but finance was closed for the weekend (it was Friday about 5pm so seemed legit) and would call me back Monday.

Tuesday at 5 I called back in as no one had contacted me and talked to one of the rudest and most incompetent person I’d dealt with thus far. He said all my charges looked right but then couldn’t explain what they were for. I’d been charged four times just in June but only had two pods. They also charged us for storage on a pod when it was sitting in my driveway. I asked him to go line by line and what he explained didn’t match charges on my bank statements. He doubled down on all charges were valid but “Don’t worry you won’t be charged again next month”. I said, "If that’s supposed to make me feel better it doesn’t because you’re saying there’s a chance I could be billed and still have empty pods in my driveway six weeks after I tried to have them picked up. He then also transferred me back into general queue where I sat for 45 min and finally hung up.

We finally got the pods picked up but they came two different days and we got charged for both. The driver was awesome and when she came she said she wished they told her we had two so she could bring the trailer. Clearly they were just trying to overcharge us. DO NOT DO BUSINESS WITH THESE SCAM ARTISTS. WORST RUN AND OPERATED BUSINESS EVER. GOING TO BE FILING REPORT WITH BBB and state attorney general. Promise you’ll regret it if you use them. Go with PODS or other options. So much more of our horrible experience I could go in about.

I had a break in my schedule a year later and though it might be easiest to have my stuff located closer to me. I contacted packrat and was then told that it would be absolutely impossible since I had the wrong type of unit. Quite the surprise to me. I had been paying more monthly than I would on a simple storage unit because I thought it could be shipped nationally. I was unable to travel another 550 or so miles from my newest location to unload it into a moving van at the time, and I thought I would just deal with it when the time came.

The time came. I got a job offer and the first call I made once I secured a place to live was to packrat to make all the arrangements I needed. I had resigned myself to the many hassles I was about to deal with, and I already knew that packrat was not going to give me so much as a discount for my troubles. So be it. Much to my surprise.... When I called I was told that I was previously misinformed and could actually ship it nationally. I even explained that I had been told otherwise previously, but I was assured it could be arranged.

I had the date of my move in hand. I contacted my new apartment, and the company owning the property even had a lot near to the building where I could put the unit while unloading. I hired a Uhaul to cover the short distance of the final move and hired movers to both load the truck and unload it into my apartment. I even rented a nonrefundable hotel room for the day before the move. Then I contacted my employer to let them know my start date! It was all perfect. It just fell into place.

Today I get a voicemail that I had been misinformed, and as I knew from a prior conversation, I wouldn't be able to ship that unit. Very polite, right? I call packrat once again and just immediately ask for a supervisor because I am breathtakingly furious and the woman who answered doesn’t deserve that. The supervisor spent quite a while reviewing my notes only to tell me they can't do anything, and really... they won't do anything. My choices are to drive 17 hours round trip, get a new hotel room in a city I won't be living in, and hire movers to move my belongings into a national unit that can be shipped. Not only could they not guarantee a moving date for this, but they also couldn’t even tell me when a national unit would be available. My other choice was to cancel everything and try and hire national movers, and then I could drive 17 hours round trip, rent a hotel room in a city I'm not moving to, and oversee that. Great choices, right?

I'm not offered a discount or some sort of credit or anything for the massive amount of expenses that keep piling up. If I had known this from the start, I would have made different plans. But my budget does not account for this massive... screw up. Who knows if I'll even get to move before my start date? I could not even get a direct line to call as I'm now trying to change my plans to avoid being on hold for 15-30 minutes every time I call. Lots of fun. The one thing I did get was the information that they would be "counseling" or "educating" or whatever the guy who told me my unit could be shipped. As if this is really his fault and not an entire company's customer service failing over and over again. I don't want his punishment on me. So if you want to give them your business, grab some ** migraine and get to it!!

(I know this may not seem true, but I’ve never actually called anyone to complain like this before. Even when this first started to become a hassle, I stayed cheerful and appreciated any help to find a solution. I don’t want to yell at someone I call in customer service—and I didn’t though my tone wasn’t nice. I don’t even want to make them feel bad. But I’m so horrified by what has happened that I’m in tears as I’m writing this.

The trouble came at our destination (Charleston, SC). I was given a guarantee (by the initial salesman) that it could be delivered in no more than 10 business days, which was indeed worse than some competitors, but he suggested (and I figured) that it would likely come before that mark. The container was brought to the local hub just a few days after it had been picked up, but I did not receive any notification that it was in the area in order to schedule the delivery to our destination. By the time I noticed that it was delivered to our area (via the online scheduler), of course the earliest available delivery date was the 10 business days after the initial pickup (5/20 to 6/4). The container sat in the storage facility on location for over a week before it was delivered to our address.

While it was a nuisance to be without our belongings for nearly two weeks in a new location, we were willing to put up with sleeping on an air mattress in the interim. What has been the most frustrating part of the experience is getting the company to remove the container that we have had empty in our apartment complex for over two weeks. When I scheduled the delivery of the full container, the earliest available pickup date was 6/15, meaning the container would be in front of our apartment (taking up parking spaces) for a week and a half.

I tried calling customer service (as is suggested by the packrat website) in order to get the container picked up earlier, since I figured the apartment complex management and my new neighbors probably wouldn't appreciate having the container for such an extended period of time. The support person was friendly and assured me that she had contacted the local distribution/warehouse to see if they could schedule the pickup sooner. Nothing ever precipitated from this. It was also my last pleasant support experience.

The 6/15 date for the empty container pickup came and went, and the container still remained in front of our apartment, blocking two parking spaces (in a complex where space is already limited). I received no notification or update from the company, and instead waited on the phone for over an hour and a half before connecting to support, who confirmed that the container was not being picked up that day because a driver ran out of driving time. He said it had been rescheduled for a 6/17 pickup (why not the next day, I do not know).

At about 3pm on Thursday the 17th, I received a notification from the company that the container could not be picked up because a driver had contracted covid 19. The pickup was again rescheduled, this time for today, 6/22. It's 4pm and I've been on hold, waiting to connect to customer support for over an hour. The company evidently does not have enough staff to deal with customer support, let alone keep some semblance of a reasonable schedule. I've just moved across the country and already have neighbors upset with me. Take your business elsewhere.

Found mover and scheduled. Told to go to Methuen MA facility (1.5 hours away from my current location and the movers) on day of pick up by movers. Checked in with dispatcher at Methuen facility and was told they didn't know which facility it was at, then informed the unit was 50 miles away. Finally arrived in Canton. Movers have been on clock for 2.5 hours in unmarked lot in Canton MA that Pack Rat Corp knew nothing. I know this because the customer support stated, "We don't have a location in Canton" and I gave them the address the Methuen dispatcher gave me. This one error cost me 500.00 additional for movers. The movers successfully placed 26FT truck in same two spots reserved for the pack rat.

I was offered 200.00 from a resolution supervisor. Of course I've not received for my troubles which cost me at a minimum over 1000.00. Buyer Beware. This made my entire move a disaster. Everything had to be rescheduled and I can not say this enough. Sleeping on floor ten days without out your belongings and finding out no one knew where my belongings were and traveling to find them was a slap to the face. Only doubled by 200 offered for my troubles. I WILL NEVER USE THEM AGAIN.

April 23 - We booked our move. We were moving a POD full of our belongings from San Diego to Denver. As part of booking this move with 1-800-PACK-RAT, we were very specific that we needed our POD dropped off at our new home in Denver on June 12th. Very clear. The customer service agent we spoke to clearly confirmed our POD would be delivered on that date. Given a tight logistics schedule, it was very important this date was hit. Not to mention, if you are a moving company, you should realize that hitting dates is very important.

June 12th – Crickets. We waited all morning and into the early afternoon and hear nothing. No updates. No check-ins. We finally called and were told they were busy but they would get to us today. In the early afternoon, we were told the POD would still arrive that day but it could be as late as 10 or 11pm that the POD gets delivered. This was news to me (especially since we were told when we booked, we’d likely get the POD in the morning). So we waited around for hours and hours. We finally went to bed around 11pm and never heard anything from anybody at 1-800-PACK-RAT. Nobody called to tell us our POD wasn’t showing up.

June 13th – I called at 7:30am and had to speak to several different people before I could get an answer. I was told that our POD was on the truck and it would be at our house in 45 minutes. Of course, 45 minutes came and went and no POD. Denver is not that big. If the POD was actually on the truck, it would have been there by now. After 2 hours, I called again and was now told they didn’t know where my POD was and they had no estimate for a deliver time. After waiting a few more hours, our POD finally showed up.

Here are my issues:

1) If you book a move on one day, your belongings need to be delivered on that day. It’s really inexcusable if that doesn’t happen. And if you ever schedule a more – and want your stuff on time – use a different company that can deliver on that promise.

2) If something happens and your stuff is delayed, it seems like somebody should call the customer and inform them. This doesn’t happen.

3) Your customer service should be able to provide basic updates like (1) where is my POD (2) where am I on the list for delivery (3) approximately what time will that be. Unfortunately, despite multiple phone calls, the information was lacking. Nobody has any useful information – and in some cases – the reps went as far as just making stuff up.

4) A consistent theme I heard was they were very busy and overbooked. So despite me booking 2 months ahead, 1-800-PACK-RAT is basically telling me they decided it was more important to overbook themselves and make some more money than deliver on the promises they already made to their customers. That’s a terrible thing to hear as a customer.

When you’re moving, timing is critical. If you’re expecting important things to show up on a certain day – like your bedding – and it doesn’t, that can cause some problems. (Where do I sleep?) Not to mention a lot of people set up their schedules around the day of the move (taking time off from work). The delays in receiving our stuff causes a lot of headaches, unnecessary stress and logistical issues on our end. The lack of communication and terrible communication from 1-800-PACK-RAT only made it worse.

I did not receive a call back so I called at 3pm to find out what was going. Again I was told they didn't know where it was so I asked to speak to a supervisor. The supervisor told me it is still in Albuquerque and I would receive a call back when they knew it would be transported. There is zero care given. My entire life is in that pod. I don't have my clothes or important documents that are locked in a file cabinet in the pod. So I am stuck indefinitely sleeping on an air mattress and eating in a camping chair. I am out $1000 on days off and people to help me move.

Original Review: June 15, 2021

I scheduled a 16-foot container for 6/14 deliver, 2.5 weeks in advance. Received verbal confirmation on 6/14 of container on the schedule. Container was not delivered. Spent hours on hold and waiting for callbacks. Only talked to people who could not help. Even received a text message confirming I had a "registered" callback. It did happen.

I’ve currently been on hold for 2 hours and 10 minutes. While on hold I used my wife’s phone and got through multiple times to deferent sales representatives, however the second you told them it was to cancel, they put me on hold because they “were unable to cancel.” I’ve e-mailed, no response. I try calling again on my wife’s phone and the message said that the service center would be closed in one hour, was 630, their website says they are open until 10pm. My wife called and it gave her an option for a call back estimated time being 1 hour 12 minutes to 1 hour 58 minutes. Will not be using 1-800-Pack-Rat in the future, do not recommend to anyone.

Now, here's the all too familiar problem I have with PackRat as I have seen in far too many reviews: My container was to be delivered to my NC address by June 8, 2021. The company even called to tell us that. My son moved my car for easy access for the container. But... no delivery, no call, nothing. We have had the same experience as many, many other customers, in the extremely long telephone waits but no callbacks or solid info on where my container is or when I can expect delivery.

I am 70 years old & have not only a wheelchair & walker in the container but all my photos, jewelry & memorabilia. I truly can't convey the negative effect this has had on my health... thinking I might never recover these precious items. This stress is honestly making me sick. Please, someone in your company, have a heart. Don't just say you'll look into it... FIND MY CONTAINER & deliver it immediately. In this day & age of communication, how can a company such as this not know the whereabouts of the precious cargo of its customers?

Original Review: June 8, 2021

Container was delivered and moved in a timely manner. When it came to send the empty one back is when the trouble began. On 5/14/21 I scheduled the first available pick up date of 6/1/21. 6/1/21 comes and in the evening I get a call that the driver "ran out of hours" and was promised a pick up on 6/3/21. 6/3/21 and no pick up. No phone call. Nothing. Numerous calls with long wait times and still no help. Apparently the local facility does not answer calls or emails. To top it all off, they charged me another month's rent on 6/5/21 when I was assured this would not happen. It is 6/8/21 and I am currently on hold again (17 minutes so far) and I still have no idea when they are coming to get it. I have an RV I want to bring home from storage and I can't do this with the container in the way, so I am paying another month's rent to store it. I would not recommend this company due to poor follow through to GET THE JOB FINISHED! Order # **.

Original Review: May 31, 2021

I scheduled a 16-foot container to be picked up in MN on 5/28 and delivered in TX on 6/5. I had a backup plan with another company that had guaranteed delivery by 6/4. I called to cancel the Pack Rat container and was told they could beat the other price by a fair amount and guarantee delivery on 6/5. So I kept my Pack Rat and made arrangements for my movers and my trip to TX around my things being there on 6/5.

Two days after picking up my stuff, I got a call saying that the scheduler should not have counted Memorial Day as a transit day and the soonest my stuff will arrive is 6/11. I share custody of my kids and they’re scheduled to join me on 6/5. Now my moving plans are ruined and my kids and I get to spend a week in our new house without our clothes or furniture.

I had paid a $500 deposit and the balance was collected when my container was picked up, so they basically have a bunch of my money and everything I own, which is a precarious position for me. I called and told them I expect them to pay for me and my family to stay somewhere for the week and was told that I need to “submit my expenses and see if they get approved”. I also told them to reverse the charge for the balance until my discount is sorted out. The service rep didn’t even pretend to pull up my account, so I doubt this was done.

All in all, the customer support could not have cared less that their own mistake in scheduling my “guaranteed” delivery date was an inconvenience in any way and they offered no recourse whatsoever. I regret not going with the other option I had in place, I will never use 1-800 Pack Rat again, and I will be sharing my experience with anyone who comes to me for recommendations.

We received another call from the driver at 2:39 pm. that he would be at the drop location in 1.25 to 2 hrs, a strange window of time, but it is what we were told. We let him know where to drop the box, on the yard by the front door, and that we had approved that with the property owner. We also let him know no one would be there and there is plenty of room to drop it. We gave him my cell number as an emergency number. Approximately 4:45 pm he called my cell number and left a message that I needed to call him within fifteen minutes or he was leaving. I was unable to take the call at the time and called back as soon as I heard the message. I also texted him. I did not receive any call or text back.

All along in the process we told this company that no one would be there and where to drop or pick up the box. This was not a problem. After the fact they have told us that they will not drop without someone there and not on the grass. We have told them in writing on the account and over the phone. We were supposed to have the box dropped on May 14th. We spent 2.5 hrs that evening on hold and were finally told it would be delivered Monday the 17th. On Monday the 17th we were told that their forklift broke and we would be delivered Tuesday. We were also told a supervisor would call. We never heard from a supervisor.

On Tuesday we were told they did not know when the forklift would be fixed, "but we are first on the list!" Hours on hold over the week and pushed dates are all we were given. Today is May 25th, eleven days past the delivery date. We have received a collections call for money not due as we have paid in full. While working on our account someone deleted our original order #** and created a new order with a balance. We have been told not to worry about it and it will get fixed. Our son moved to San Antonio for his promotion with his company on 5-14-21, the day the container was supposed to be dropped. He has been sleeping on the floor without his furniture.

I went to San Antonio today and went to the company's location. The facility operations manager came to the door and I let him know who I was and asked when the container would be delivered. He said the forklift is broken and they are waiting on a part. He did not know what was broken or when to expect a repair "as he was not a mechanic." I asked him what the plan B is because we cannot just wait forever for our belongings. I asked if they have considered renting a forklift to take care of their customers and he said he does not have the authority to rent a forklift. He gave me his supervisor's name but could not give me his number.

The fact that there is not a back-up plan to take care of the customers is ridiculous. Seems to be the way they operate. Manager told me that I was not the first person to show up there. There does not seem to be anyone who cares or will call with a plan. We have asked for escalation and it has not happened. They do not make it easy to contact them or resolve issues. We want our box delivered! Is that so much to ask?

First, due to either human error or a glitch in the system, my container drop-off date was somehow rescheduled to be several weeks LATER than the pickup date. I only found this out the morning of the day it was supposed to be dropped off, when I hadn't heard anything from the company. After repeated calls (each one requiring plenty of hold time) and working my way up the customer service ladder, I was told at the end of the day that I would have to wait two more days to receive my container--the day before I was set to leave the state. There was nothing I could do but hope that they followed through on their promise that I would be the first stop to drop off the container that morning, and the first to be picked up the next morning before I left.

The driver did show up more or less on time that day...with the wrong size container. He had to drive back to the facility and load up the correct one. When it did arrive, the container was fine, overall, except for the top latch not, you know, latching. Pick-up was fine, I didn't have great cell reception and no longer had wi-fi, so if the driver tried to contact me it didn't go through. I went out to check and saw him driving away with the container.

The container was scheduled to take nearly two weeks to arrive (why so long? U-Pack took less than a week for the same distance). The day before, I get a call saying it's been delayed, and I would have to wait another week. Honestly I kind of expected it at this point. Container finally gets dropped off fine. I had originally scheduled it to be picked up 5 days later, just in case we needed the time. Turns out we only needed 2, so I called to let them know they could pick it up earlier if they wanted to. The agent said they could get it a day earlier; I said sure, if it's not too much trouble.

Apparently it was too much trouble. I get a call from the driver that afternoon, saying he'll be there in about 3 hours and 45 minutes. This was at around 3pm. A short time later, I get a text from the driver saying that they would not be able to pick up the container that day. I asked if they would get it tomorrow, then, and he replied that he didn't know, and that his boss would tell me.

Well, I didn't hear anything from that boss. Or from anyone, until the next morning (today) when I get an automated email giving me a heads up that my "appointment" was coming up...in 3 days. Another call into customer service, and I'm told that it must have been the facility directly, because the service department hadn't touched my account recently. She confirmed that their schedule looked full until then, and beyond, and there was nothing they could do about it.

So here I am, writing this review, with this container blocking a bunch of space in front of my house and annoying my neighbors. Do I recommend 1-800-PACKRAT? Only if you have no other option. In my previous move, I used U-Pack and had no problems whatsoever. I would have used them again, but they were completely booked. Try and book early and find any other option you can, or you're definitely taking a gamble using this company.

Now my family is apart because I have to stay with parents with my 2 year old out of state (while also pregnant mind you) and my husband tries his best to remedy this situation at our empty home. The least they could do is offer to get our pod on one of their trucks and not deal with freight. But they aren’t even trying to offer suggestions. It seems that the supervisor wants to help but she isn’t given any power in her position. Please do not use this company unless you want to give yourself more stress during your hectic move.

I asked multiple people the same questions and all had said there were no additional fees, that $3531 was my total. On 3/30 I received a phone call telling me my container would be arriving late and would not be delivered until 4/6 (was scheduled for 4/2, a day after our arrival). I was offered $50 a day compensation. $50 a day is nothing compared to the amount of planning and stress that goes into moving across the country. We had everything planned out and now had wasted time with none of our belongings. On 4/6 I waited all day, with no phone calls or updates from anyone. I have called multiple times since then and spoken with supervisors saying they'll keep me updated, which has not happened.

It is now 4/9 and we still don't have our belongings, or an update of where our stuff even is. The driver left Chicago on 3/31 so our container should have been here. It does not take more than 4 days to drive across the country. The $50 a day does not replace items that we have had to repurchase, the stress this has caused, or lack of belongings in our home. We are now about to start new jobs, etc., and have items in the container that we NEED! I would not recommend 1-800-PACK-RAT, nor would I use it again in the future. There is a complete lack of communication in every aspect of the company. Supervisors have to email dispatch to get answers and clearly they do not respond. There is absolutely no reason the company cannot be in contact with their drivers at all times. I guess we should have put a tracker in our container so we could tell them where our stuff is. The whole situation is beyond unacceptable.

When we signed we were told at our destination they were running a special to send movers to help unpack included in price. When we schedule we are told 300 more for the movers. Let them know we don’t want movers then but told we have to have them they don’t drop off steel cage without them. I rented this cage for 189.00 that gives me a month but told movers must come to immediately unload cause they won’t leave the cage for me to unload. This company is Terrible! I have yet to receive my stuff and trying to get them to deliver!

As they did not deliver a container, we were forced to rent a storage unit for a month and then hire movers to take the items from the storage unit to the new location in a different state where the first container had already been sent. The only container that made it was delivered a day late, promised to be delivered before my scheduled movers were coming and yet again...did not make it. I was notified of the delay of the container delivery at 7pm the night before.

They compensated a $100 deposit lost for movers that were unable to work as the container was not there. But my mom, on a fixed income has put out $1700+ for movers and $200 for a storage unit all because Pack Rat did not deliver the second unit at the date and time that I specifically asked (I had even paid the extra $50 to reserve AM which is a bit ridiculous). They told me to submit the expenses accrued via email and with the fastest response I have had in the entire interaction, said I did not give them the opportunity to make it right and reschedule the delivery...so it’s on me. I have worked with Pods before and it was night and day in terms of them doing what they actually say they are going to do it. Once your stuff is loaded up, you’re at their mercy...so good luck. Proceed with great caution.

We received conflicting time windows from their main HQ and the driver who called us in the morning. A driver came by three hours early without calling us in advance, a call we were waiting for in order to put last-minute things in the pod that could be damaged by the heat. That driver said he was filling in for his friend, whose truck had broken down, and they would come back around at the time they had originally told us. Guess what, no one ever came back! When I called HQ, they said we were still on the schedule and would call us back when they learned more. No call. I called their HQ the next morning, the day we were scheduled to leave for our cross-country move, and they told us we had missed the window and couldn't pick up the container until the following week.

We called multiple times over the next couple of days and dealing with their customer service was like banging our heads against the wall. There is no real communication between their office in North Carolina and the facilities so, even though we received different information from their driver about our pick-up, there was no record of that information, which meant we were blamed for the pick-up issue. We had to stay in our apartment for an additional week, incurring extra rent expenses, and had to change all of our cross-country plans. And, when the driver finally came to pick up the container, he texted me that he was unable to access it because of the car across the street and that he would try again later – that was MY CAR saving the spot for him! Thankfully, I ran outside before he took off!

To add insult to injury, when they charged me, they added a surprise $400 fee, which increased the price to what their competitor was going to charge me, who I wish we had gone with. Another hour on the phone and they dropped the charge. Long story long, if you are considering this company for any reason, DON'T DO IT. All of the reviews about their horrendous customer service are true so save yourself the stress and go with another company even if it costs more.

I explained the situation and told him, "I CANNOT have this in front of my house Friday." He sent an email to the facility and is waiting a response which the lead time for response, according to him, can be 30 minutes to days. He also explained how they do their scheduling by hours and the legality of the business regarding DOT. He was very informative but not exactly helpful. What it seems is that they are run thin as far as manpower and equipment goes and this throws chaos into scheduling. It seems they are very quick to drop off containers, where they get their money, but very unreliable when picking them up. So they throw as many containers out to customers but don’t have the ability to pick them up. Actually, 2 hours after getting this container delivered she got a call saying they were on their way to drop off the container... chaos.

More info I received from the supervisor. Now, I own my property. There is a container sitting on it... that my fiancée ordered, who does not own the property. After calling some towing companies, I learned that I can have this container removed from my property, for a hefty price. Pack Rat will not fine my fiancée because she is not the one removing it, but she will be held liable for damages. Is this seriously how I am going to have to sell my house? Is this how I am going to have to remove this container??

When it didn't go through they sent one email (that went to my junk folder). And that was all! They had everything we own and we never got another email or phone call (they had our number and had no issue using it when I was scheduling the move). If we had ordered a meal from Grubhub and our card didn't go through for whatever reason, we would have gotten multiple emails and a call. They have done absolutely nothing to help us. I cannot stress this enough, do not use this company!

Nothing has been done about it still, We were promised to have everything returned and retrieved for the companies breaching contract. I certainly want something done about these thieves. It has in infected my money and bank my ID. I even had to file police reports because my ID was stolen and used without my consent and I hold this company 100 percent responsible.

Original Review: They breached our contract and they apologised for their mistake. We lost everything and left with nothing. They raised our unit rent during this pandemic as their excuse was they did not have enough units. This company has not done anything to help as we lost our home and now all our personal belongings that cannot be replaced like my Pantera memorabilia and photographs. My kids' baby clothes and their baby stuff. It is wrong on so many levels as they realised they messed up on their end and as we found out we were not the only ones. We would love everything back including our furniture, electronics and more.

This is completely unfair and unprofessional. I paid them over $450 to store and transport my property and they have damaged my property. The unit must have not been managed carefully. They are not taking responsibility for this, this is unjust. No disclosures were sent to me prior to me making an informed decision to use their services. I did not receive any other documents after searching my e-mail, I would like to have a fair settlement for the damaged caused. I am not to be blamed for this. This is not a fair and honest way to do business and treat their customer. Also adding the claims representative refused to allow me to speak to a manager. This is completely wrong. Please help. They need to take responsibility and do what is fair to provide me with a fair settlement for my damaged items. Thank you.

On 9/1/20, the day of delivery, I get a call from the driver that has only 1 of my containers to be told the other one is still in Miami and the delivery has not been coordinated. I proceed to call customer service, after an exceedingly long wait time, I am told that our container NEVER LEFT MIAMI and that a manager will call me back. I had to insist on speaking to the manager, and after 1.5 hours on the phone with Nelson/manager I was finally able to negotiate a refund of $575.00 of the extra charges that were incurred to have my containers delivered by 9/1/20.

Nelson then proceeds to tell me that he does not have an ETA on my container, and that he is currently trying to locate a driver to drive it to my home in Satellite Beach. It is currently the morning of 9/2/2020, Wednesday before Labor Day weekend and we are still waiting to here when our container with ALL OF OUR BELONGINGS will be delivered. Instead of providing me with a direct number to speak to Nelson, every time I call customer service I am put on hold for a ridiculous amount of time, as if my time was not valuable at all.

We have spent an exorbitant amount of money, in moving and storage charges, as well as hired movers to help us unload the containers, all money which is lost because I cannot get that back. There was careful planning and timing in the coordination of this move due to covid- 19. My family and I cannot go out and rent another home, we need our belongings delivered to us immediately or at least an ETA on when it will be delivered. My next phone call will be to secure legal representation because I have no confidence in what I am being told at this point. If anyone can offer any insight as to how I can solve this problem please reach out to me. Thanks.

There is no way to get in contact with the staff at 800PackRat unless you select the new customer option from the automated options...that line answers right away! They only pipe existing customers to an endless waiting line. You can't get through to an actual person. I still don't have my stuff after nearly two weeks. I wish I would have gone with a different company.

I will be taking action with a formal report to the BBB as well as various internet outlets for reviews. I can't believe how terrible the customer service is for this company and the ongoing problems. Beware, they will take money up front, but not deliver the goods...except the empty pod right away as they want to charge that monthly fee. GO WITH A DIFFERENT MOVING COMPANY. It would have been better for me to have driven my stuff across county myself at this point.

Again on 8/22, I contacted customer service 2 times and was assured that my pickup was on the schedule and would be retrieved by 6PM. I was already booked to fly to my new address so I had to provide extra contact phone numbers for them to call ahead of pickup - this ended up being pointless because again they never came nor contacted me about a delay. Today is now two days late, and being a Sunday my hopes are low that they will actually retrieve my container today. The closing date for my home sale is tomorrow, and if it’s not picked up I will be liable to breach of contract fines as a result of 1-800-PACK-RAT failing to deliver on their promises and agreements.

The next day, no pod, no call AGAIN! I called customer service agents 3 times throughout the day only to be told no one was sure where my unit even was. By 5pm, I spent another 2 hours on hold talking to the call center. Three associates told me I would be contacted by a manager. No calls, no help. Today is the third time I've called "customer service," sat on hold for 45 minutes only to be told NOTHING different than the past two days! DON'T WASTE YOUR TIME OR MONEY ON THIS COMPANY. Once they get your money they don't care about the customer!!

Original Review: Aug. 9, 2020

My 3 pods were delivered for me to load, and subsequently picked up from my now former home in Ohio without a hitch. Driver was very courteous. Our schedule called for 2 of the pods to then be delivered to Atlanta on August 7th and the 3rd one on August 11th. We had called to double check that everything was scheduled correctly, and it was. So August 7th comes and I have all my help lined up and it's getting later in the afternoon and no call. After waiting over 40 minutes on the phone, I'm told that the bottom line was that all 3 pods are STILL IN OHIO. Something about bids are solicited from national carriers for delivering the pods and they didn't have an order built yet for them to be delivered.

Customer service rep supervisor Parker, while very apologetic, is on it and said I would hear back from him on the status by 8/9--it's about 2pm on 8/9 and so far no word on when they will be picked up in Ohio and when they'll be delivered in Georgia. I'm profoundly upset as we are living in extreme sparse conditions in the house now. It seems that the worse case scenario would have been for customer service to have called me to tell me the situation well ahead of time, but to say nothing to me is beyond comprehension. I really want to see them rally to the situation and go beyond to make things right. I'll report back on the resolution as you need to know this.

When I decided to rent U-haul van to go to their warehouse to empty one of my containers, they said fine and offered (shocker) a $100 discount for not having to take a container to my address, drop off, wait 3 days then go back to my address to pick up empty container. The numbers are made to work in their favor. The 2nd container that was finally delivered to my house at their convenient time (I wasn't available), was placed on the way of cars in the back alley and I had to apologise to all my neighbors. Calling 1800packrat was hell, always took more than 15 min (hack = press the new client options, they always pickup), when I asked for the container delivered to be moved, they said it would cost additional. I would never use them again.

At 5:30 pm they call to let me know they will not deliver today. Ok so they will deliver it tomorrow right. NOPE. They will be doing deliveries tomorrow but not to me. After explaining my time frame, their best solution was the 18th or I should cancel my order and find an alternate moving solution. Their explanation was they overbooked so they just bump some people. They would do nothing to help rectify the situation and since they hadn't actually delivered the pod they were not obligated to do anything regarding the reservation. This company doesn't stand behind their commitments. They are not trustworthy or reliable. Moving is already stressful, do yourself a favor and don't try to move with PackRats because although you can pack up your stuff, you just won't have any way to get it out of your house.

Our leisurely four day loading that included a weekend would now be a two day mid-week scramble. This didn't make sense because I scheduled its pickup from my house so that it would be delivered at the destination on the desired date; how could they now transport it cross-country two days faster? To make matters worse they added a $25 rescheduling charge, even though I didn't reschedule. - they did. This was eventually reversed but it was a slap in the face to add it to my bill at all.

I spent hours on phone calls to 1-800-PACK-RAT, mostly on hold, sometimes with no one picking up after more than an hour. No, they couldn't deliver it any sooner than four days late. They couldn't explain how it would get to the destination on the originally scheduled date, faster than they previously said was possible. After being transferred three times, they offered a $200 discount - just over 5%. Hardly anything. Hint: Try starting with 20% off. I quickly scrambled to find an alternative service. U-Haul's website said they could deliver two U-Boxes the next day - and they did. Two U-Boxes were $470 less than the discounted 1-800-PACK-RAT container.

Later that evening I received a voicemail from Vincent ** who said he was a delivery driver for 1-800-PACK-RAT. Did I still want the container? Otherwise he would have to cancel the delivery. He asked me to call but didn't leave a number. My voicemail said the call came from a Virginia phone number. I called that number and got a generic outgoing message. I left a message just in case it was correct but didn't receive a return call. I called customer service (they were closing in 15 minutes but I got through quickly for once) and was told they don't know Vincent ** and didn't show my container scheduled for delivery at all, let alone that day, which they already told me multiple times was impossible. Were they trying to deliver it on the promised day after all? I'll probably never know.

I will not use 1-800-PACK-RAT in the future. If anyone asks, I will strongly recommend they choose another service. There is no excuse for what they did. They should have contingencies for failed equipment and unavailable delivery staff. Yes, that might cost them more up front to make those arrangements, and utilizing those backup services when needed might cost them even more. But this is what they do. I was counting on them to deliver what they promised. They failed.

They are holding our stuff hostage — crib and bunk beds for our small kids and all—because they will not give a discount for messing up. They will NOT release your stuff until you pay. They messed up and they want you to fork over the full amount to get your stuff. The only thing they’re offering is $75/a day in compensation for every day it’s late. No. It should be $100/day PLUS 25% off full bill AT THE LEAST. I’m waiting on a call back and if I don’t hear back I will get lawyers involved.

Each time there was a delay, I tried to call. I managed to get a rep 2x. They said, "Sorry, we'll forward to manager." Other 8 times I called, I spent nearly 8 hours just on hold. Now they have all my stuff. I have movers showing up in 5 hours - no container. And, when I call - 2 hours on hold this morning. You don't need this kind of stress. And, you really don't have any recourse, because they are not BBB accredited and they don't pick up the phone!! Don't use!!

Original Review: July 16, 2020

If you are Military doing a PPM option, avoid this company. I moved goods from Fort Bragg, NC to Monterey, CA. I was quoted a price that could match their competitor PODs. They will say anything on the phone to make you happy but will charge you for any changes after the fact without telling you. For example, I was supposed to get goods picked up on 23JUN20 but the time was unspecified. If it is not ready at exactly whatever arbitrary time they set for that day (though you do get a half-hour courtesy call), they will reschedule it for a date where you will have to be charged for an additional month of storage ($287).

In this case, the earliest they could do was 13JUL20 which was two days prior to billing me for another month of storage. They won't warn you of this when being informed that the truck is on the way for pickup. Also, they will tell you on the phone you won't be charged for the extra month but because it is not in writing, it will ultimately reflect on the bill.

Additionally, any conversations on the phone with customer service can lead to additional charges that aren't mentioned in the conversation but will reflect on the bill. For example, they planned to charge me an additional $700 expedited delivery fee when I mentioned I am trying to get my goods sooner than later. This was after they moved my second pick-up date to only two days prior to my first month's storage date expiring. Luckily I caught this before they could send this shipment.

Secondly, they won't tell you that they will charge an additional $500 for changing which direction you want the doors to face. That charge will reflect itself after the container is picked up and you won't be informed of that charge through customer service. So always monitor your online account to detect any additional charges they may try to add. Bottom line, if you end up locked in with this company, expect them to find ways to charge you extra for services that will add to the original quote. They will not be transparent about additional charges until after they can bill you. My goods will be arriving 3 weeks after what I had originally planned and I am being charged an extra ~$850 for the inconvenience.

The supervisor that the driver spoke to stated that someone would have them out here on Monday, July 13 but no blackest was delivered. So we had to call in to see when the blankets would be delivered. The blankets came Tuesday. My husband called in spoke with someone if the pods could be picked up any sooner and the gentleman stated that the pods could probably be picked up on the 21 or 22 of July. He was going to check with someone and call him back. It has been two days and no one has called us back. This company has very poor customer service. You tell someone that you will do something then you do just that. This is the first and last time we will EVER use this company and we will definitely tell everyone we know not to also.

I have had time cancel Services from vendors twice which was suppose to be completed Saturday and Monday. Incurring last minute cancellation fees and causing a huge inconvenience. I have had family members and friends taking turns visiting my house the entire weekend to ensure someone is here at all times in the event someone showed up from your company. This is very disappointing and very frustrating as all I am asking for is just an ounce of professionalism. I am currently in the middle of this horrible experience now. I can't even find corporate names, numbers or emails to reach out to a higher up and explain whats going on. I am searching the web for any assistance I can find.

On Friday the 3rd, we waited all day and the container did not arrive. At 5pm, I called Pack Rat customer service and was told it could be delivered as late as 11 pm. I waited up 'til 11 pm and it never showed. Saturday morning the 4th of July, I called Pack Rat customer service and was given no explanation, but was told they would reschedule it for Monday morning the 6th at no extra fee. I was given no explanation as to why it had not shown. At this point, I had lost three of the six days I had planned to use for loading the container (evenings after work).

Come Monday morning July the 6th, no sign of the Pack Rat container delivery. It was promised by noon that day. At noon, I called and was told it should be on its way and they would check and get back to me. I never heard from that Pack Rat employee again. At 1:30 on the 6th, no sign of the Pack Rat container. It was promised by noon. I called again and was told it should be on its way and they would check and get back to me. Again, I never heard from that representative.

At 3:00 pm, still no sign of the Pack Rat container. Third call of the day, I was told – again - it should be on its way and they would check and get back to me. Again, I never heard from that representative again! Finally, at 5 pm, after waiting all day, I called again. This time I was told that the Phoenix 1-800-Pack-Rat franchise dealer had curtailed his service to Tucson and the representative was told to quit calling him. No further explanation, but a weak apology from the corporate representative.

At this point, I have wasted four days with no clear answers and I am four days from the date I planned to move and left with no container and no time to find a replacement. I need to re-think my plans and find another alternative, but I have only three days before we leave and there is no time to pack. At this point, I have been left high and dry by Pack Rat. Why could no one tell me earlier that the service was not available? Were they going to continue to be unresponsive until my Friday deadline!?!?

This is extremely poor customer service. Five times I was informed that the container was on the way with no further follow up. On the sixth contact, I was told that the service Pack Rat had booked just a week before was no longer available. Why did the Pack Rat system offer me a quote for service and why did the Pack Rat staff confirm this reservation for a service that was not available? And then ask for my credit card information to secure a non-existent service!? The customer service representative with whom I finally spoke quoted an email from the Phoenix franchise dealer to several of the other customer service reps saying he had told them repeatedly that he was no longer servicing Tucson. Why was the order placed in the first place if this was true? Now I have days to find an alternative plan for a move!!!! Great Customer Service!!!!

Fast forward, I decided to cancel the order (well in advance of the cancellation date) and leave my items in storage temporarily, and after 6 different phone calls with PACK RATS, and being sent into a holding pattern for an hour...I'm unable to get a hold of anyone in their "customer loyalty" department to do this. I called sales 3 times thinking I might get a live person, and was able to get them immediately, but each time, they sent me into what supposedly was the customer loyalty department direct voicemail, but it just went into another hold pattern. No voicemail.

I have been on hold with them for at least an hour today over multiple calls, and I have now emailed my salesperson directly at "**" to cancel, as well as attempted to cancel by voicemail, but am unable to get through to voicemail, and have not received an email response. The Sales Dept's excuse for this lack of responsiveness by Customer Loyalty was "it's the busy moving season and COVID-19". This is also a busy time for me as a customer facing a move, and they are supposed to be a service industry. PACK RAT has made a busy time for me, as a customer/consumer, even worse.

I asked for a supervisor (Samuel) and he told me that we were not "skipped" and they can deliver up to 11:00 p.m. But I thought they were closed for the night? That's what Dwayne told me? Samuel the supervisor in not so many words said, there was nothing he could do and I should wait until 11:00 p.m. (it was already 9:45 p.m. at night and pitch dark) and if they don't arrive I should call back. I thought, what planet do you think I am from.... Wait on hold another hour or so, to be told they can't help me!

I have never encountered such poor customer service. They were not mean or rude but had idea how to resolve an issue for a customer and quite frankly didn't care. When I stated I would just like my order cancelled with a full refund since they were a "no show" and I can not be assured they will arrive tomorrow and my pick time has to stay the same with no time to pack.... Samuel basically said, no problem. Keep in mind we were all calm and nice - but they have no interest in customer retention. I understand things happen but this is a disorganized disaster from the "no show", "no call, not sure why", "you were skipped", "can't help you".... All words that even a decently trained CS person would never utter.

I call back again and the employee could not be more apathetic. “Oh there’s no note to deliver it before 9pm so... how were we supposed to know?” WHAT? You literally scheduled it??? Long story short the facility closed and they’re still trying to charge me for a container that NEVER ARRIVED. Not to mention the 30 minute wait time every time I tried to call. Every call was the same “what are we supposed to do?” They can’t even contact the driver or facility.. They contact the facility through EMAIL. Is this a joke?? For an urgent thing such as this? Terrible.. Pay the extra money for PODS if you need a container.

My 2nd call I asked not to be transferred & just have “Crescent” cancel my order & give me a confirmation of this, she said she was unable to. I’ve now been on hold for 1 hour & 50 sec. my husband is still on hold & “Dante” will not cancel it either he is saying he can’t authorize a cancellation. I have sent 2 emails saying cancel our order (with no response). I will now call my credit card company & have them block any charges from 1800 - Pack Rat. We’re furious & We will make sure that we spread the word to never use them! Being held hostage to our order is ridiculous we are well within our time to cancel this order. We’re both still on hold as I wrap up this review.

"The 1-800-Pack-Rat claims process has concluded, and we appreciate your patience regarding this matter. 1-800-Pack-Rat, LLC (the “Company”) has evaluated the claim submitted for damage to your driveway. Upon review of the facts of this matter and the terms of the Customer Protection/Duty to Insure Addendum to Rental Agreement (“Addendum”), it has been determined that your damage was not from a covered loss, meaning that the Company cannot pay you for any damaged property.

Please note Section 6 of the Addendum that states: “4. Placement of the Container on your property: You acknowledge that we will attempt to place the Container in your driveway or other paved surface and that such area shall be of adequate size and clearance to handle the weight and size of the Container. You authorize us to drive on your paved surface, lawn or other non-paved surface in order to deliver and retrieve the Container. In either case, you assume full risk for all damage resulting from the delivery, placement and retrieval of the Container and you relieve us from any responsibility for such damage.” (Please see attached rental terms and conditions).

Couple problems with this!

2. Other drivers came and went with NO issues, same locations NO problems. How does the last driver picking up an EMPTY container have a problem that makes it my problem?? Now I have to make a homeowner's claim and you guys get to walk away with no responsibility? You still have the same driver that will continue to cause damage because he was clearly not trained enough to know you dont have to drop the legs down so hard and deep to pick up an empty container!

Shady way to do business and anyone I can tell to not use your company I will!!

On the last call, I was told their truck is broke and they would not deliver my containers until sometime on July 1 (again no time frame given) and because of the holiday they won't pick up until July 6. Totally inconvenience me and the company I hired to unload on the 29th. So when they actually deliver the containers they will sit in my driveway and on the street for 5 days until pickup. I had used PODS in the past, but thought I would try these guys because of the low rate for moving. Horrible customer service. They could care less and acted like it was no big deal. Here's hoping my stuff actually shows up. Would not recommend this company. Order number #**.

FULL STORY: After researching several options, we chose 1-800-PACK-RAT for our long distance move, as they offered several advantages: i) they store their containers in a climate controlled warehouse (U-Pack stores their containers outdoors); ii) their 16ft container can carry up to 6,000 lbs (PODS can only carry up to 4,000 lbs); iii) their containers appear to be very sturdy & weatherproof (many competitor containers are wood or metal cages); and iv) unlike a traditional long-distance moving company, our items would only be loaded/unloaded once (hopefully resulting in less damage). Price was not our primary deciding factor, although they were very competitively priced.

On June 4, 2020, I used the 1-800-PACK-RAT website to schedule the delivery of our empty container for June 20, 2020 & received a confirmation email (see attached image). I also scheduled our container pickup for June 26, 2020. On June 20 at 7:33am, I called 1-800-PACK-RAT to request an ETA. After confirming our scheduled delivery information, the customer service representative, Eric, said that he would call the Salt Lake City warehouse & call us back. At 10:29am, Eric informed me that THEIR SLC WAREHOUSE HAD RUN OUT OF CONTAINERS. This was very shocking, especially since no advanced notice was provided (i.e., they informed us of their failure on our scheduled delivery date). I asked to speak to his supervisor for additional information.

Shortly after, Jackson (a 1-800-PACK-RAT supervisor) confirmed what Eric had told us; in fact, Jackson mentioned that he still needed to contact 2-3 additional customers who were in our same situation. Jackson offered a 10% discount & offered a revised "guaranteed" delivery of June 24, 2020. After probing further, Jackson admitted that on June 24, they still might not have any containers available -- in other words, we might wait four more days & still not have a moving option. We were already <1 week away from our move date, so waiting until June 24 seemed risky given our current situation with 1-800-PACK-RAT. Jackson suggested that we find a competitively priced alternative in the meantime. This really put us in quite a bind -- it is difficult & expensive to book a last-minute moving option (<1 week). Jackson summarized our conversation in an email (attached).

Jackson also researched to see if he could offer us a Zippy Shell instead (Zippy Shell is a sister company of 1-800-PACK-RAT....not our first choice, but we were desperate). A few hours later (June 20, 1:20PM MT), Jackson called back to inform us that their Salt Lake City warehouse did not have any available containers of any size. Jackson again reiterated that 1-800-PACK-RAT might again fail to meet their revised delivery date of June 24 & that we should probably use another provider. JACKSON AGREED THAT THIS WAS A FAILURE OF 1-800-PACK-RAT TO MEET THEIR OBLIGATIONS. Jackson also mentioned that his manager (James) would contact us on June 22 to discuss further. Unsurprisingly, James never contacted us.

We were forced to proceed with a more reliable competitor, which ended up being several thousand dollars more expensive. I understand that mistakes happen -- the real test is how a company resolves those mistakes. In this instance, 1-800-PACK-RAT offered no reasonable solutions. They were unable/unwilling to assist us in finding an alternative moving solution or provide any support during a very stressful time. Moreover, they failed to deliver on their own promises on multiple occasions.

12 o’clock pm rolled around today and we had not heard anything from the company- no storage pod, not even a phone call, so I called them. After waiting on the phone for 40 minutes, someone I finally got a hold of someone. I told the rep, “hey, we are wondering what the ETA is for our storage pod.” After she looked up our info she said “please hold” and I went on hold for another 20 minutes. When the rep came back on the line, she said, “I can see that you called in last night to verify the shipment of your storage pod, but I have some news... It will not be delivered today; it is currently at one of our facilities.”

Me - “So, is it in Maryland” (the closest facility to us) “or is it still in Utah?” Her - “Let me check.... It is indeed still in Utah. For some reason the shipment was cancelled and you weren’t notified. We were supposed to call you if your shipment was cancelled, but no one did. I will make some phone calls and get back to you.” Two hours passed and I hadn’t been called. My lawyer has been contacted and is currently taking legal action for damages. My husband, myself, and our 3 kids have no bed, no dishes, no cookware, no furniture, no anything in our home. We are 2,000 miles from our families and in a brand new city where we know very few people. We are completely on our own and you have let us down.

Original Review: June 4, 2020

Be aware! This company increases its prices using any excuse. This time it’s because they had to purchase hand sanitizers, etc. In late 2017 the monthly price for storage was $228.71. It just got increased, again, to $304.19! This is a 33% increase just for storing a container they haven’t touched. While the initial price may attract you, just be ready for outrageous price increases.

After calling so many times, I was told my window of delivery was between 2-6. It’s 9:30Pm and I’m on the phone with John and he wouldn’t cancel the service because they may be able to deliver at almost 10pm. Mind you they are supposed to call an hour before arriving. I was like, "Really John use common sense man. Are you kidding..." So I asked for some type of compensation. But John says I can’t do anything for you because my guys may still deliver. So 6 am I go to the home no storage unit there. John says they would just leave it there. But when I scheduled the storage policy states I have to be there for them to drop the pack rat and they would call an hour ahead.

Please use someone else. These people are ridiculous. I took a day off to get nothing completed and the part that’s so frustrating is that everyone I talk prior to getting in contact with John the "head honcho" was supposed to call me back with updates after contacting the delivery guy. I never heard back. I wish I would’ve just paid PODs the little extra money because my pod would’ve been there or they would’ve been in communication with me. I won’t make this mistake again. So, now I’m waiting for them to open the day after my delivery date to request a cancellation. I’ll be contacting Pods for a better experience.