1-800-Pack-Rat

I have moved from North Florida to Utah and elected to use 1-800-Pack-Rat to move my belongings. I originally had set up with one pod, but ended up needing two. One was picked up on time on the 30th of May, the other was due to be picked up on the 6th of June. I was quoted $6000 total price, to be split up by pack rat to avoid inconvenience to me. I found out towards the end of the day on the 7th that they were unable to charge my card to begin transit, and for some unknown reason hadn't picked up the pod at all on the 6th. I promptly found out that they had tried to do a lump sum charge of $6000 which, naturally, was declined. 18 days later I still don't have an explanation as to why the unit was never picked up. I made payment arrangements with my bank to take care of the balance. I was assured the unit would be picked up immediately. I was then told that it was too rainy to pick up the pods for 2 straight weeks and finally as of the 19th after numerous phone calls my pod was picked up. Since my belongings are now looking at being 2+ weeks late, I've had to restock numerous items in my home that I need for day to day life such as actually cooking. Since my unit was left in Florida weather I am already concerned that I'll be having to chat with claims. Given that every conversation with pack rat so far has been an attempt to blame me for these issues and that it typically takes between an hour and a full day to get a Long Distance Move specialist on the phone, I'm not very hopeful about that prospect. So far they have expedited the move so that it's not a full month late, put me on the no charge list, and refunded the $316 charge that was posted to my card without any notice to me, all of which I acknowledge at least help to try to get the service vaguely close to what I was promised, as charging undisclosed l additional amounts of money on an order that is weeks late that may or may not arrive by my return deadline would have just made the situation worse. They did give me a $400 refund to help offset my out of pocket expenses, but since then one of their managers, James, has failed to call me back twice, and Chris blamed my card being declined for the entire issue. I am trying to speak with someone in authority regarding additional compensation for both the practical issues and treatment by their representatives, to no avail.

Review: Rented a 12 ft pod from 1-800-Pack-Rat which was kept in [redacted] facility. Wanted to move it down to PA. Had major issues receiving a quote with reps telling me my pod was at my former address, that they were unable to move a 12 ft pod, etc. Received a "quote" of $1150. My quote consisted of a 1 page document with the incorrect zip code, incorrect storage pod size and a dollar amount of $1150. Upon asking for an itemized statement for the charge (i.e. cents per mile), I was told I was unable to receive that. I also confirmed with Joyce that the actual amount being charged to my card was $1150 and she stated yes that was correct. My card was charged $1160.41. That constitutes deceptive billing practices and fraud. From my initial phone call, I relayed that my pod needed to be delivered and picked up on the same day as it was not possible to keep the pod overnight. After my card was charged and repeated attempts to contact customer service, I was told that was not possible. I spent countless hours with different reps (all documented) to fix this error and other issues surrounding my upcoming move. Over one weekend, I received 7 voicemails on my business phone line from an automated system saying my empty pod would be delivered to old address. As a result of this, I called customer service and had my business number removed from my account. On the day of the move, I received a call from cust ser on my home phone saying my pod was delivered, where was I. I never received my 1 hour courtesy call. Upon delivering my pod, the driver stated that he didn't think he would have time to pick up my pod that day as he was only working until 6:00. I told him about my agreement with the company and he stated that he would be back at 4:30 to pick the pod up. In the meantime, I received both emails and a phone call from my place of employment stating that someone kept calling my business line "at least 10 times" and to please have them stop as it was disruptive. I later found out the person calling was the driver calling the number that should have been removed from my account. When I called cust ser line, the girl I spoke with actually laughed when I told her and said it happens "all the time.". I relayed to her that I found nothing funny in this at all.4:30 came around and the driver was no where to be seen, 5:30 no driver, 6:30 no driver. I repeatedly called customer service and was told there was no supervisor available to speak with. When I finally did get in touch with a supervisor he was incredibly rude and offered no assistance and/or apology. My pod was finally picked up at 8:45 after my husband had to wait around for over 4 hours. Unacceptable. Upon reviewing the site, these issues seem to be common occurances as the customer review section in the [redacted] site states 1 positive review and 8 negative with an overwhelming majority stating they would not use this company again. I believe that 1-800-PACKRAT knowlingly mislead me by fraudulently offering me promises of things they knew they could not follow through with. In addition, I was intentionally overcharged for a move based on the wrong container size and departing zip code and was denied any itemized or explanation of a very large charge.Desired Settlement: I would like to receive a refund of the cost of the move due to the inaccurate quote and fraudulent and inappropriate service I received.

Business

Response:

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.

Review: I contracted with 1-800-Pack-Rat to use a 16' POD container to move my belongings from [redacted], MD to [redacted], CA. From day one, they stated the POD would deliver within 10 days. I loaded up on the 4th of Feb 14. They took the POD to their facility the same day. On 5 Feb 14, I received a call requiring full payment so that the container could ship out. Payment of $3969 was made. I was again told the POD would arrive within 10 days. I reached out to them on a number of occasions to track the shipment because I was living out of a hotel, which I communicated with them up front because I couldn't move into my apartment without my stuff and I needed to schedule the movers for the offload. On one of the calls, I was told that the 10th day was the 18th and my POD should deliver by then, if not sooner, since they picked it up on the 4th from me and I made full payment on the 5th.

On 14 Feb 14, I received an email showing that the container had not departed [redacted], MD yet. I talked to a supervisor, who then told me that the clock actually started on 5 Feb 14 because that is when it was turned over to dispatch (first I had heard that) and that the 19th would be the 10th day and it should deliver on the 20th, which would be the 11th day). I inquired why I made a full payment for the container to leave immediately, when it was still sitting in MD. The reply had to do with dispatch schedules the loads, so he had no idea, but would contact dispatch.

Additionally, he stated that he would call me each day to give me a status of the driver’s location, since the container was scheduled to leave on the 14th. I was notified on 18 Feb 14 (via telephone) that the truck was in [redacted], CO. On 19 Feb 14, I was told the truck was in [redacted], NV and an email stating the container was still on track to deliver on time. On the 20th, I was told to schedule my movers for the 22nd, since the truck would deliver the container on the 20th or 21st (12th and 13th day from the day they picked it up). On 21 Feb 14, I received a call from the driver in [redacted], CA stating that they were waiting for the truck to arrive and then he would deliver around 1600-1700 hours depending on traffic. Then the driver called back and stated that the truck was supposed to have arrived yesterday (20 Feb 14), but they still hadn't seen it yet. Plus he had no [redacted] truck to deliver the POD even if it came, because one truck was in the shop and the other was out already. He asked could he deliver on 22 Feb 14. I said yes because I had no choice. We scheduled the drop off for 0900 on the 22nd.

The driver delivered the container on the 22nd, as scheduled. He mentioned that the truck that was hauling the container from Washington DC had been in [redacted] the night before. From [redacted], NV to [redacted], CA is only 8 hours. [redacted], NV to [redacted], CA is only 2-3 hours and [redacted], CA to [redacted], CA is 5-6 hours. Truck drivers have a 14-hour duty limit, 11-hour driving limit, and 60/70-hour duty limit when traveling interstate.

1-800-Pack-Rat’s failed to deliver within the 10 days that was repeatedly stated to me verbally on the phone by various customer service personnel.

The contract states "The estimated transit time for your containers is up to 10 business days from facility to facility. As this is only an estimated time, your move coordinator will contact you with more information as you progress through your move." 1-800-Pack-Rat had possession of my container in [redacted], MD for 10 days (4-14 Feb) before it even left the facility and then it left during a snow storm. Then it took 8 additional days for the container to be delivered.

Their failure to deliver the container within the 10 days cost me an additional $1092.00 in hotel costs, as well as undue stress not knowing when my container was going to arrive.Desired Settlement: Pay for my additional days of hotel costs which were incurred due to the failure to deliver within the 10 days or even 11 days.

I also believe they should refund my entire cost due to their failure to abide by their contract: delivering misinformation over the phone from day one (10 days to deliver), that full payment was due the next day to have the container depart (payment turns it over to dispatch), not shipping out the container for 14 days, failure of their carrier to deliver the container timely to the [redacted], CA location, as well has not having been able to have been able to deliver the container even if it had arrived in [redacted], CA because they didn't have a truck available.

Business

Response:

Good Afternoon,We apologize that the Revdex.com had to receive this complaint and that the customer did not have a positive experience moving with us. The customer is correct, the unit was three days late transporting from Maryland to California. We apologized for being late, she provided some much appreciated feedback, and we resolved her complaint to her satisfaction.Best Regards,PACK-RAT

Consumer

Response:

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.

Review: My experience up to and including the pick-up of the 1-800-Pack-Rat container from my home in NH was excellent. After that, however, my experience was HORRID. The container arrived in [redacted] days later than expected. Pack Rat apparently has no way of tracking their shipments. I received FOUR emails in four days stating that my container was scheduled to arrive in [redacted], yet it did not. Calls to 1-800-Pack-Rat went unreturned. I emptied the container inside Pack Rat's [redacted] facility on 5/23/2014, 3 days prior to my 30-day agreement. The supervisor of the [redacted] facility confirmed that I left the container clean, undamaged, and with all moving blankets returned. That evening I received another email stating that I would be charged $220.50/mo for rental over 30 days. When I called Pack Rat to confirm that I was clear of my rental, I was assured that I would not be charged. On 5/27/2014, my debit card was then indeed charged $220.50 for another 30 day rental. I called Pack Rat on 6/1/2014 to question this and to demand a refund. I was assured that I was incorrectly billed, and was told that the rep would call me personally on 6/2/2014 to confirm my refund. I never received a call. I have checked daily with my bank to question if a refund was received, and have daily been told it has not. I called again today, 6/4/2014, to question the status of my refund. The rude, unhelpful 1-800-Pack-Rat billing representative told me, and I quote, "Mistakes get made sometimes. You'll just have to wait another 7-10 days for your refund." This is unacceptable, and an illegal practice. I feel I have been intentionally defrauded.Desired Settlement: It is now 9 days past the term of my rental, and they still have my money to which they are not entitled. Per their own rep, it could be another 10 business days until I receive my refund. I expect a full refund of that money plus an equitable amount for the unauthorized 'loan' of my funds.

Business

Response:

[redacted], we apologize for the delay in the refund. Our

autobill system charged your account on May 27th and we had

processed the refund on June 2nd. Depending on the bank, refunds are

processed between one and five business days. We apologize for any

inconvenience that occurred with this refund.

So I went through the process of figuring out my move. Between PODS, 1800 PackRat and traditional movers. Pack rat was the cheapest, I see why. they showed up, on time dropped off two containers. I took 3 days to load and they came and picked them up. I relocated about 500 miles away. The dropped off on time and all was still well. Then all hell broke lose. The driver came to pick up the containers. I looked out my window and noticed that he was driving in my neighbors yard to Pick up the container???? Wait what??? Not only is he in their yard he is just destroying their yard. I went out to ask him why he was in the neighbors yard and all he replied was relax. So as I am making friends fast in the neighborhood I was kind of in disbelief. I thought ok fine. I will repair the damage and apologize profusely to my neighbor and just deal with it. Then he (same driver) comes back to get the second container. AGAIN in neighbors yard. And this container is a good 20 feet away from their yard. An as I go out to ask what the heck I notice he is putting down the braces in my asphalt driveway causing big dents. And in his just being a jerk he hit the container and pushed it about 2 feet across the drive causing big scrapes and chipping the cement apron of the garage. So have to say now I am quite upset. I immediately call the number I have and ask to speak to a manager and am told they will call me immediately as they have to get the local manager to call me. I go out to ask the guy what the heck and take pics and he looks at me and I quote. He says " you b[redacted] so much you should have been a woman". Again wait what???? I call back to the number I have pretty much irate. And again am told they will call me very shortly and ask me to file a damage claim in the mean time which I do. No call back that day. No call the next day. Not until the 3rd day do I get a call back from the local manager, btw I was calling daily to find out why no one would return my call. The regional begins to explain he was out of the office., great I am glad there is only one person that is able to provide any level of customer service at this place. He assures me that they way take care of me and fix the issues since I filed a claim. Well it has been over a month and the claims dept says they are trying to get someone to come out?? Really?? Since I had been there for about a week and my neighbors yard was immaculate I decided to address their grass and mine as well, heck I already submitted the pics of the tore up yard so I am good right? I prepared and smoothed out the area and planted and tended to grass for about 3 weeks to make some amends with my neighbors as I was not getting far with 1800 pack rat. Then about 5 weeks after the issue and repeated emails asking what's going on I get back from them sorry there is minimal damage to the grass( no kidding I fixed it and told you I fixed it) and according to my contract they are not responsible for damage to driveways. Wait even if your driver is a mn and does it on purpose??? To top it off they offered me $200 to settle and in doing so I sign away my rights to post negative feedback against them or pursue this further. As you can see I chose to pass on this. What a bunch of low brow clowns. Absolutely unprofessional and unwilling to take accountability for their actions. If using containers go with PODS. In hindsight they have much better reviews and I now have spoken to several who have used them and they were very satisfied. Spend the extra cash stay away from this Mickey Mouse outfit.

Use Pods. WAY better experience with them. Standard drop off is between 8am-10pm and you have to wait all day for them to call you with a delivery time (unless you want to pay extra for a specific time slot). I mean you're moving, so I'm sure you have nothing better to do than sit around for 14 hours waiting for them to drop off the container. After hounding them on the first portion of the move they finally gave me a partial expectation on when the container would be dropped off. Great. So, time to get the container at the new place. Call a couple weeks out, but I guess it's peak season, so we have to wait an additional week for our delivery. We get it scheduled and I assume a reasonable drop off time (one wasn't given to me, yes I should've asked) until I call in asking when the container will be delivered, when I discover the aforementioned time slot. I can't get any kind of a timeframe, can't tell me am or pm, just between 8am-10pm. After calling in again dissatisfied with my experience and hoping I can speak with someone to get a ballpark delivery time, the customer service rep informs me he can't give me any information because my wife's name was the only one on the contract (okay fine, but why did you talk to me before and how was I able to schedule the delivery then?). So, I call my wife at work and conference her in. The rep speaks with a supervisor and comes back offering me a $25 amazon gift card which was appreciated, but I'm done.

Review: I contracted with 1-800-Packrat for storage and moving services. I ordered four containers to be delivered to my home on separate dates, and included information on how they were to be placed for packing. This is a standard detail as part of their business. The first was delivered and parked so close to the garage that the doors could not be opened. We called and someone came the following day to move it. The second was delivered without incident. The third was delivered on the wrong date/time. The fourth was delivered facing the wrong way, leaving access for packing sub-par. When we called to rectify, we were told it was a Friday so they would not be able to move it until Monday. Obviously when you are in the middle of a move, and have help scheduled for the weekend, that would not suffice. I escalated the matter to the local Manager, [redacted]. However, we were stuck with the situation and made the best of it. He did offer a small concession of $20.00 for the inconvenience. While working with the manager, I supplied a diagram and date instructions for the move of the containers to our new house. Again, they missed the mark on delivery dates a couple of times. Worst of all they overbilled me a total of more than $400.00 in my final billings. It took almost three weeks to get resolution to the over billing before they refunded me. That was about three weeks ago. Today, I noticed in my bank account that they had charged me this morning for 4 separate charges totaling almost $400.00. I called them and they realized the mistake and said they would credit me. However, the process takes a few days. [redacted], the billing manager did step in to try to accelerate things with the bank. However, they wiped my account out, leaving me unable to get gas for work, be able to take care of my family errands, and potentially causing multiple occurances of insufficient funds to my account. They are always apologetic, however the apologies go little distance at this point. It has been error after error after error.Desired Settlement: I would like a refund for 30% of what I paid, for the huge aggravation this has caused overall.

Business

Response:

We contacted this customer this week and gave her credits to make up for all the strain she went through. The customer has accepted and is satisfied with the resolution.

Thank you.

Review: I contacted 1-800-Pack Rat LLC to arrange for a moving/storage container to be delivered to my address. The arrangement contemplates 1 month of storage service, with an additional monthly charge for storage periods extending beyond 1 month. There was no other good or service to be provided other than the 1 month of storage at the company's facility, and a subsequent delivery of the storage unit to my new address at the completion of the storage period. No storage services were provided because, out of necessity, I called the company ONE day later to cancel the storage arrangement prior to the storage container being dispatched to my location. AFTER I called to cancel, the company had a storage container loaded onto a truck for delivery to my address. Employees of the company claim to have delivered the storage unit to my address, although I would not know if they did because I was no longer at that address pursuant to my phone discussions with 1-800-Pack Rat employees PRIOR to their loading a container onto a truck for delivery to my address. Since I was no longer at the address to sign for the storage container, no storage services were provided to me. Subsequently 1-800-Pack Rat charged my credit card $400, knowing full well that a month of storage service was not provided to me, and that no storage service was provided whatsoever, because, prior to loading the storage unit onto the truck for delivery to my address, they had been notified that I would not be present to sign for the unit. There was no disclosure on the 1-800-Pack Rat website or reservation call of a $400 fee when no storage services have been provided and the storage unit was loaded onto the truck for delivery to my address AFTER I called to cancel. And there was no disclosure on the 1-800-Pack Rat website or reservation call of a $400 fee for any other circumstances.Desired Settlement: The $400 charge on my credit card by 1-800-Pack Rat has to be removed, or I will consider it to be a fraudulent charge and proceed against the company accordingly.

Business

Response:

Good morning, This customer requested to cancel their order with us the day of

delivery. Our customer loyalty department has made six attempts to reach the

customer to confirm cancellation and refund his card the reservation deposit.

We did not charge this customer for any local deliveries. After the multiple

attempts of reaching [redacted], we refunded his card on May 13th and

sent a confirmation email. We have left multiple voicemails to confirm this and

requesting this customer take down his online posts. Everything should be

resolved to his satisfaction and we apologize for any miscommunication. Thank you,1-800-PACK-RATCustomer Service

Review: I hired the company in April to store my belongings and to move them to North Carolina once notified. I was making monthly payments. My job changed and I no longer wanted to move to north Carolina. I called the company to get my belongings and they told me that they had already moved my belongings to North Carolina and I would have to pay $10,000. I told them I wasn't going to pay $10,000 then they said they could sell my things, I told them do what you have to do, but I'll go to the circuit attorney. He called back and then they said they would work with me, and they would charge me $1800 each way. I told them this wasn't my mistake. I have paid them $4,000 and they still have my things, they have told me it would be delivered today and now it was going to take up to 30 days. I feel they are giving me the run around. I need my things and they are holding them. At one point he told me that I could get one container today. I want to know how that's possible? I never authorized anything to leave [redacted] Mo.Desired Settlement: I would like my belongings back as soon as possible and a partial refund of half the money I paid them.

Business

Response:

The customer’s unit was delivered the next day after this complaint submission. The unit was shipped from NC free of charge and 10 monthly rental payments were waived as well.

Review: 1.)I have been trying to get into my container that is stored in their warehouse since the middle of March but I have been denied due to many different excuses. I had inadvertently left a brief case containing important papers that are needed for me to file my taxes. Up until now I have not needed those papers as I have been on disability for over 10 years and the laws have changed with Obamacare and I need those papers now so I can file my taxes by April, 15th, which I have not because they will not give me access to my container. I had arranged access to my container on Monday, May 06 with [redacted] in a telephone conversation that took place on Friday, May 03. After driving accross town and waisting gas that I cannot afford, my container was not available. After my speaking with [redacted] on May 03, the weather reports stated that there was a possibility of rain this week so I called and left a message stating that if it was raining I will not be able to access my container. IT DID NOT RAIN and they still will not give me access to my container on Monday, May 06. I do not have the money to spend on gas for nothing and I do not have the money to replace the gas that I waisted driving there for nothing. It clearly states on their website that there is a "100% customer satisfaction guarentee", but obviously their employees are not aware of this since they refuse to work with me and all I get are excuses upon excuses which leaves me to beleive that the owners of this company are not aware of how poorly the customers are treated.2.)At the time my container was delivered, the driver backed into my garage door slightly damaging it and I immediately called to report the damage. I had never heard back from them regarding my garage door. I had not pursued this matter until now as I had two major surgical procedures since that time. I want my garage door repaired.Desired Settlement: I need to get into that container by April 13th so I may retreive my important papers and I also need to remove some property that I need to sell. Since I waisted my gas for nothing driving there for nothing I want to be reimbursed for my lost gas. I also want my garage door repaired.

Review: We had nothing buy problems with this company they are refusing to honor their 100% customer service money back guarantee & over charged us.

On March 20, 2014 we made a reservation with this company for a moving container and moving services.

Customer service issues we had:

1. when booking our long distance moving container the representative I spoke with told me that as soon as I made the reservations we would be locked into the rates that were currently quoted (b/c they fluctuate and would be going up)

We ended up having to make adjustments to our final destination ~1month later and when we received the new quoted price it was double our initial price, even though we were only extending the distance by 25%. No one including managers could account the drastic increase, nor could any of their team members explain the breakdown or what the charges were for. (it ended up being that they weren't honoring the original rates.)

After speaking with multiple representatives and supervisors Ryan E. finally tried to get the price closer to what we were quoted originally, but he stated that he had no idea where the quote prices came from or how they where broken down or established.

2. I was told that our container was guaranteed delivery in 10 days.

I even asked the representative "if we have the container for 10 days to pack it and it ships for 10 days then we will have 10 days to unload?" his answer was "yes that's correct, if not more because it may get to you sooner." He never mentioned it was actually 10 business days, and even that isn't factual it can take far longer to arrive. Our container was scheduled to arrive at our new address 17 days (13 business days) after it was picked up from our original location. When arriving over 1200 miles away in our new empty house on the day our pod was confirmed to arrive, we called when nothing showed up by 9pm and the company had no idea that the ware house was not planning on bringing it till the following week. We had to fight with the manager till they finally made the one phone call to the warehouse to have it delivered.

3. Our rental was supposed to include 20 blankets, a lock and $25,000 of insurance on our items. When we received the container there was no lock or blankets and our invoice said there was no insurance on it. After multiple calls and 5 days later they finally had someone drop off blankets, and we received a very informal notation in an email stating that they would honor the insurance but they would not put it into the invoice/contract formally.

4. They charged the wrong credit card even though we gave them the one we wanted to use multiple times.

5. They called the wrong contact number the entire time we dealt with their company, though we kept telling them to contact us at a different number.

6. All the issues we had required ~ 2 dozen calls from us speaking to many different employees all of which started by saying there was nothing they could do.

7. worst of all the driver that picked up our container stated that it was over the weight limit allowed and asked us for money for him to still take the container. We ended up having to pay him to take our container because we had no other option we were moving across the country and had no where else to put stuff. But upon delivery the scale did not read over the weight limit.

At the end of all of this we spoke with to "upper Management" people Kent Bardwell and John Aschenbrenner about how horrible our experience was with their company. Kent tried to place all of the problems on us and stated that he listened to my initial call order and I was the one that misunderstood everything. But then when speaking with John he stated that their representative did indeed misrepresent their company. Kent lied to me in an effort to deter my complaints.

After all of this John refuses to honor the money back guarantee stating that it is only intended to refund 1 months storage rent. No where on the coDesired Settlement: We are asking that they refund our full amount paid (via our credit card) of $2825.00. This is also $50 more then the invoice stated price and not what we agreed to pay. It would also actually honor their company's 100% customer satisfaction guarantee of one months rent billing cycle. We would like this amount simply credited back to our credit card that they charged for the rental.

Business

Response:

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.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Wed, Aug 27, 2014 at 3:33 PM

Subject: 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].

Review: I was promised a container delivery on the 17th. I called multiple times during the day in which they could not locate a delivery or give me a time. They also refused me to speak to a supervisor until the third call. We finally received the container at 6:45 pm which left us little time to pack it for the evening. The company charges by the day and considered the 17th a full day even with the late drop off. The container came with a hole in one wall that was taped up. It was also dirty and covered in bugs. We were informed that this was the only container available. We packed it for three hours an decided to stop for the evening. The doors would not shut properly and the handle fell off. As the doors were jammed, we were unable to lock it to secure our household goods. Because it was jammed, we were unable to remove our processions from the container unless we physically cut the doors. We obviously could not do that as it would damage the company's property. After a few phone calls, we were informed by the company that there was nothing they could do. We were forced to stay up all night to watch our container in fear of theft of our household goods.This put us behind on our move. The company has no plans in place to rectify a situation like this. Nor did they display any service as promised in their ads. Their products are faulty and they do not repair them.Desired Settlement: Refund of payment and payment of suffering. My husband has a combat injury from Afganistan. This injury required four surgeries and retirement from the military. Having to load, unload and load again due to company's negligence has put a strain on his injury. The company offered no help when they clearly gave a faulty product.

Business

Response:

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.

Review: My spouse and I moved from South Florida to [redacted] Texas, We scheduled "Pack-Rat" to conduct the move for us. We were told that it would take 7-10 business days for the units to be transported to our new location in Texas by the "Pack-Rat" company. Today is the 10th business day of the unit being in transport. And the company is telling me now that I have to schedule the unit to be delivered to my address. My family consist of me, my wife and 4 year old son. We have been living on inflatable beds and with minimal resources awaiting our unit. We are now getting to Labor day weekend and the company is not going to work Monday, so that means that we are going to be another 3-4 business days at least before we see our items and resources. This is wrong if you state expected number of days in your contract you should obey by it. These people are playing around with peoples lives. Personally I drove twice back and forth to Florida to obtain our second car. This is a large company that is dedicated to transporting and moving people 7-10 business days is a stretch and I understand that's their policy but they have now breached their policy and I am not happy. we are spending well over $3,000 to schedule this move, and we still don't have our items. We also received an email on the 8/28/2013 by From: [redacted].com

To: [redacted]

Sent: Wednesday, August 28, 2013 7:00:36 AM

Subject: Transport Confirmation to Customer

This email stated that the shipment of the container is on schedule to be delivered as planned. This individual's name is [redacted]

Long Distance Move Coordinator

###-###-####

I have put many calls in to this person and emails and not a single response.

I ask the Revdex.com to help out with this situation and also ask to prevent this from happening to someone else.

Thank You

[redacted]Desired Settlement: Due to the circumstances I would like a refund for the service that we contracted which the company "Pack-Rat" has not obtained their end of the contract. This company has collected the full $3,000+ from us. So right now as it stands we have non of our personal items and we don't have our money either.

I ask the Revdex.com to help out with this situation and also ask to prevent this from happening to someone else.

Business

Response: