1-800-Pack-Rat

We have left Jennifer multiple voicemails to go over her
concerns. We apologize that...

the Revdex.com had to receive this complaint and that the
customer had some inconveniences with her move. We pulled notes and calls and
the customer is correct, they were overcharged $10.41 which we have refunded.
We have also issued a [redacted] Gift card for all the inconvenience that this
customer incurred and we have left voicemails if she has any further questions.

We apologized to this customer, they did receive a unit that had
a malfunction to the...

door/latch. We were made aware of this at 9:30PM and by
around noon the next day we had a new unit swapped out, and provided
professional movers to assist them in moving their contents from one unit to
another and also assisted them with loading the new unit with their other
items. We apologized for the inconvenience and after speaking with [redacted],
this was resolved to his satisfaction. If there is anything else we can do to
assist, please feel free to contact the customer service manager at your
convenience.

We apologize that the Revdex.com received this complaint and that this
customer had some inconveniences with their order. We...

pulled all the sales and
service calls with [redacted] and at no point was a morning delivery
requested, committed to, or paid for. We do have premium guaranteed time slots
that we offer. [redacted] did receive his delivery in the afternoon which was
within the time frame committed to him in the sales call. Regardless of this,
we would still like [redacted] to have an excellent experience with our
company and hope that he will consider us in the future. We have refunded his
entire deposit.
 
Kent
B[redacted]
Corporate Customer Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
Ever step of the way 1800 PACK RAT screwed up this process.  I spoke a rep Michael on Tuesday 8/18/15 who ensured me that my first container would be delivered on 8/22/15 and the second container on 8/23/15.  First container arrived with a call prior to delivery on Saturday.  Sunday came and no call, I called the 1800 # and was told they were coming to pick up the empty container (delivered on 8/22/14) but my other container (with my furniture) would not be delivered until 9/2/15.  I told the rep on the phone that this was not what was told to me on my previous call w/ Michael on 8/18/15.  I asked her what happened she could not give me an answer and said Michael would call me back.  Michael called me back and my container was finally delivered at 6:00 pm.  If I hadn't called it never would have been delivered.Regards,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Do to the fraudulent nature of the sales techniques I am out extra money than just the portion they refunded. Packrat should be responsible for the money they cost me because of this
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I have called the number provided by Pack Rat in the response multiple times, I have left my call back number, name and a message and I still have not been called back or been able to actually speak to anyone.
The number that I called was ###-###-####, per the response from Kent B[redacted],  Corporate Customer Service Manager.
Regards,
Suzi M[redacted]

We apologize that the Revdex.com received this complaint and that the
customer had some inconveniences with their PACK-RAT...

unit. The customer was not
satisfied with the condition or size of our storage unit. We apologized and
offered a free swap out of the unit; but the customer declined. We gave the
customer a full refund and picked up the PACK-RAT container.
 
 
Kent
B[redacted]
Corporate Customer Service Manager

We apologize that the Revdex.com received this complaint. On numerous
occasions we have...

apologized for any miscommunication and inconvenience that
occurred with [redacted]’s move. When we previously spoke to [redacted] he was
upset that he had to call in numerous times to have his unit shipped within 10
days and not our normal 10 business day policy which we advised the customer on
numerous calls. We did fail to bring blankets out to [redacted] on the day of
his delivery. We apologized and had a member of our local location bring them
to him at a later time. For this and the additional time he spent calling our
call center we were willing to give [redacted] a substantial customer
satisfaction credit which he rejected. [redacted] continues to demand a full
refund stating we have a money back guarantee. We do not have a money back
guarantee, we have a 100% customer satisfaction guarantee which is posted
clearly on our website. That guarantee states we will refund a month’s worth of
rent which is equivalent to roughly $200 dollars if we are unable to satisfy a
customer. We have offered him a satisfaction credit greater than our normal
$200. The last time we spoke, he said he was going to discuss this with his
wife and call us back with what he felt was reasonable. [redacted] never called
us back, and we have reached out to him since to try to come to an amicable
resolution. We will continue to work with [redacted] until we reach a
reasonable resolution.

We apologize that the customer had some inconveniences with
their move. They do have a claim with our company and our...

claims department
will be following up immediately.
 
Kent
B[redacted]
Corporate Customer Service Manager

1-800-PACK-RAT appreciates every opportunity to service our
customers to a level of satisfaction that they expect...

from us. In this
particular case there a several variables that we have addressed in order to
ensure and support our claim and obligation to 100% customer satisfaction. The
summer months are consistently a busy time of the year for all consumers in our
industry. As soon as we were notified by the customer regarding the mishap, as
a team; we worked diligently to appease all requests to their satisfaction.

From: [redacted] <[redacted]>Date: Wed, Aug 27, 2014 at 3:33 PMSubject: complaint ID [redacted] (resolved)To: [email protected]
This message is in regard to my complaint submitted on 8/11/2014 12:00 AM against 1-800-Pack-Rat, LLC.  My complaint ID [redacted].
Pack-Rat has reached out to me and has taken steps to resolved my complaint.  Thank you very much for you assistants, as I do not believe the company would have tried to resolve their wrong doing without the intervention of the Revdex.com.  
At this time I would like this email to serve as notification of my complaint being closed.
Thank you for your time and help in resolving my issues with this business.   
[redacted]

We apologize that the Revdex.com received this complaint and that the
customer had some inconveniences with their move. The...

Long Distance Move should
be priced very similarly to a local move if a customer does not move long
distance.  For [redacted], we apologize for the inconvenience and we
appreciate that he worked with 1-800-PACK-RAT. We will issue a customer
satisfaction refund that he desires. Please contact [redacted]@1800packrat.com if you
have any further questions.

We apologize that the Revdex.com received this complaint and that the
customer had some inconveniences with their delivery....

The customer is correct,
our driver was unable to complete this customer’s delivery on the scheduled
date. We delivered the unit the following day and provided the customer a
credit to their account. We do apologize for all of the inconveniences that
occurred and if there is anything we can do to assist please let us know.
 
Kent
B[redacted]
Corporate Customer Service Manager

We apologize that the Revdex.com received this complaint and that the
customer has had some inconveniences with their move....

They currently have an
claim with our claims department and if they would like an update on their
status please contact us at ###-###-####.
 
Kent
B[redacted]
Corporate Customer Service Manager

Good Morning. My name is [redacted]. My complaint id is [redacted] and it's with 1-800-Pack-Rat. I'm calling to let you know that I have had communications with 1-800-Pack-Rat in the last 72 hours and I talked to a Customer Service Manager yesterday, a [redacted], and we have reached an agreement for setting this case and I've asked that he reach out back to the Better Business as well to let you know that we have agreed to a settlement. If you need an email showing the agreement, please let me know and I will forward you the email from [redacted]. Have any questions, I can be reached at ###-###-####. Thank you and Have a Great Day.

Good Afternoon,We apologize that the Revdex.com received this complaint and that the customer had some inconveniences with their portable storage unit. We have reached out to this customer numerous times to reach an amicable resolution. We have even offered to waive theprevious months due...

if the customer is willing to come to our warehouse and remove their household goods from our unit. If this option does not work for the customer, please contact us at [redacted] ext [redacted].

We've communicated with [redacted] on numerous occasions and
offered her many solutions that she was either unable or...

unwilling to
accept. If she would like to discuss further, please contact ###-###-####.

We apologize that the Revdex.com received this complaint and that this
customer had some inconveniences with their move. We recommend that you reach
out to your professional movers and file a claim with them. They would be
responsible for the way your furniture was packed. If you have any questions,
please contact our claims department at ###-###-####
 
Kent
B[redacted]
Corporate Customer Service Manager

We apologize that the Revdex.com received this complaint and that they have had some inconveniences with 1-800-PACK-RAT. Our claims department will reach out to this person as soon as possible to work on reviewing the documents with...

them.   Kent B[redacted] Corporate Customer Service Manager

Pack-Rat lost our portable unit. In November 2016 our unit was picked up in NJ and to be stored in NJ until we contacted Pack-Rat to send the unit to Texas when we were ready. In March 2017, we asked that the unit be shipped to us in Texas. On two separate occasions they delivered the wrong unit. Evidently they coded our unit incorrectly in their system. We have been calling them them constantly for the last 6 months and they keep giving us new delivery date. The date comes and goes with no unit delivered. We are ready to seek legal action because we keep getting the run-around. We just want our personal belongings back.