1-800-PACK-RAT Reviews 1,407

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

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

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

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

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

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

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

Customer service is appalling. One reviewer was upset about being on hold 20 minutes. I’ve been on hold for as long as 2 hours! Driver was supposed to deliver my pod yesterday. More than 24 hours later I still have no idea when it will be delivered. I’ve arranged helpers now for 2 days in a row and looks like will be another day. I am very disappointed

What a nightmare. But it didn't start out like this. I have used PackRat years ago and the service was wonderful. Nice agents, great delivery services. This time around, first I was tricked into getting a second POD (which I did not need), then more recently, I called to inquire about moving pricing and this changed the monthly rent of my storage POD (JUST from asking!), and raised from $253 to $343 per month! I have called 6 times and I am unable to get my Pod rent changed back to where it has been for the last 3 years. Why has this business gone downhill? Why is it so disorganized? Why am I punished for inquiring about services? This has given me so many sleepless nights and anxiety attacks. A sad day when a once good business has been run into the ground.

Unethical.
I needed to cancel the box rental. Called, line said the wait was "over an hour." This went on for several days. Finally left my# for call back instead. After 4 hours when they still hadn't called back I found another local number and called that. Waited again on hold for an agent. That agent actually did answer eventually, and cancelled my rental and arranged for pickup, but the first available date was the 23rd (I was cancelling on the 18th). I stated that the difficulty in reaching them made me feel like they were purposely trying to avoid returning my call until I would have to pay for another month. She assured me I would not be billed another month since I was cancelling before the 19th, my renewal date. I was not charged on the renewal date, and was surprised that it seemed she had indeed taken care of the issue.
(The 800-number actually did call back, over 6 HOURS from when I had called, so FYI there).
Today, the 23rd, the container was picked up, and I was charged the $90 pick-up fee PLUS ANOTHER MONTH OF RENTAL!! So they picked up my box while simultaneously charging me until next month, knowing I had cancelled.
UNETHICAL, UNSCRUPULOUS COMPANY!!!
Fortunately, I had given my credit card company a heads-up (on the 18th) that I believed they may try something shady, so I WILL be filing a fraud claim against this business, as that is exactly what it is.
When you want to START storage, they deliver the box right away so they can start charging you. When you want to STOP storage, they put you at the back of the line to charge you more days while your container is sitting there empty.
I did call the company on 8/23 when I received that bill to try to resolve this; their attitude was, "oh well."
Now, almost a week later, Trustpilot has required me to send my contract number, name, email and phone to "verify" myself at PACKRAT's insistence "or my review will be taken down." PACKRAT trying their best to get rid of negative reviews. (Wonder if they require the positive review people to "prove" they were customers...)
So, rest assured, this review is 100% factual, as I just submitted all the information requested. Additionally, I'm an attorney, so would not voluntarily open myself to libel. TRUTH is an absolute defense to any defamation claim, and everything stated here actually happened. I even have screenshots of all call times, showing that it takes them 6 hours to call back established customers, yet "new" customer calls are answered within minutes.

Arranged for a pickup for the storage unit. It wasn't picked up. When I called to find out about this I was put on hold... for 15 minutes. had to call back several times over a period of three days. They do not care. I finally got an answer through their billing department. ( it took less than one minute). Not sure what's wrong with customer service department. Either they're incompetent, or don't care.

unit # 803872 latest receipt#37695 ref # 34867
I was told I would not be charged for another month, when I called to arrange the pick up
This unit has been on site since December of 2020

Let me know what you find out.

It has been several days since PackRat responded asking for information. I gave them that information the same day. PackRat has not gotten back to me at all. This dog is all bark and no bite.

OK two weeks and still no response. Other than their initial response, crickets.

This company addedextra charges of almost $300 to the transportation charge before the pod was ever moved. How do they know what the charges are, and they do not tell you this up front. No they sneak it in to the fine print that you will be charged more if diesel fuel is over $3.25 a gallon. When was the last time diesel fuel was less than $3.25 on the west coast? Do not fall for their deceptive practices. I used them 10 years ago, and they never used this tactic on me. Never again will I use their services or recommend this company.
Was contacted by Pack Rat representative who refunded the fuel surcharge back to my account on 08/21/23. Thank you very much. I would change my rating to 4 stars now as I am still in the last leg of the delivery.

Where to begin? Every experience with this company was worse than the last. When the pod was delivered in South Carolina, it was beat up and full of holes. When I complained, I was told that the long-distance people got the beat up ones and the local people got the nice ones. After I continued to complain, they delivered a nice one. Then there was the delivery in Pennsylvania. The first guy who brought it either had a broken truck or he didn’t know how to operate the truck he had. He could not get it loaded off the truck and multiple times almost dumped it in the driveway. Then the guy who came to pick up the pod was just as bad. He did not give the one hour call that he was supposed to give. He called when he was at my house. What if I had gone shopping or for some other reason was not here? I had not finished unloading. I had not moved my car. I was in such a rush that I forgot and left my AirTag in the pod. He could not figure out how to back up an empty truck into my driveway. He tried multiple times, and it just got worse and worse until he pissed off my neighbors and everybody on the street. When I realized my AirTag was still in the pod and it was still in Leetsdale, Pennsylvania, I called 1 800 Pack Rat. She told me to go to Leetsdale and get my AirTag. I drove almost 2 hours there and encountered the most disorganized, chaotic, unprofessional place I have ever been. Lots of people standing around and nobody knowing what was going on. The parking lot was full of angry drivers who were all trying to locate pods by just wondering around the property and looking for numbers. When I asked about my pod, we did the same thing. We wandered all over the lot and the building, looking at the number on every single pod. How can they not know where anything is? Why were semi drivers wondering around looking for pods themselves? Everyone there was angry. Then I found out that my pod has been rented with my AirTag still in it, it was a 2 Hour drive for nothing and then a 2 Hour drive home. If you are moving in western Pennsylvania, do not use this company because your pod and your possessions will end up at that horrible disorganized place. It’s a miracle if anybody gets the right pod out of there. And why is my AirTag still hanging in a pod with someone else’s stuff?

Was charged over $6000 for a cross country move, which is reasonable, however, when you figure in extra expenses....and time off work due to their lack of communication.....it may not be a good value.
We were to receive our container yesterday (7/29/23). I called in the morning to get an estimate of the time. Spent ~45 min on hold finally got someone on the phone who informed me container will arrive between 3pm-7pm. The driver will call 1 hour before.
I hired 2 gentlemen to help (as we are 2 women, and I am almost 60 with back issues).
It was getting to be 6:30, and no call. I attempted to call PackRat again numerous times, but was placed on the que each time. No call back.
I finally checked my account on the website and saw the delivery date was changed to 7/30/23. No call, no email informing me.
Tried calling again, placed on the que again for 2 hours. I called again but this time pressed buttons as a new customer and sure enough they picked up after 2 minutes on the que.
The man Mitch who answered, stated there was not much he could do as he is not authorized in that department, but did obtain all our info and sent a message to several departments alerting them to the issue. He was receptive to our situation and finally got a call this morning from PackRat as a result of his email.
Manuel, a supervisor, called to inform me the container was rescheduled to today.(this call was a response to Mitch's email)
He stated there was nothing he could do about communication as that was the facility...(which is part of PackRat) not PackRat.
I pointed out the fact that the facility is part of PackRat and I should have been contacted. Stating there was nothing PackRat could have done is simply Not True. Communication goes a long way and we would of avoided all the frustration and extra expenses on my part.
On top of this, I was being charged $25 due to a change in pick up for the container.
Initially scheduled drop off 7/29/23, and pick up 7/31/23. Mitch did change the date, as the container gets here today (7/30/23) at 6 or 7 pm, then PackRat wants to pick it up at 6am the next day. Mitch changed it to 8/5/23 pick up (thank you!).
For all this, we still do not have our belongings...."scheduled" today ....8am to 10 pm delivery (currently noonish).
Manuel stated he would remove some $ off of fuel charge, which doesn't even cover the cost of our movers. He then suggested I just reschedule them for Monday....(so take time off work, and try to schedule movers...as my workers had to go to their regular job)
PackRat prides themselves on good customer service......no where close to anything good, when they could not even communicate a change in schedule.
They pick up the phone to take in more customers and charge them, but existing customers are ignored over and over again.
Now 7/30/23....still no call no show with my belongings.

Absolutely terrible.

They'll promise you anything to get your business but they're completely incompetent.

First, I booked a Quote with Ginger Ablonsky. We had a good 45 minute conversation about my needs, how the process works etc. I then called PODS and got a better price. Ginger called me and spent another half hour chatting with me, beat PODS quote, and earned my business. I called 2 weeks later to update my delivery address AND SHE HAD NO RECORD OF OUR CONVERSATION. Had no memory of me. The quote was no longer valid. I had to raise hell and get a manager to go back through the phone recordings to prove I'd even talked to Ginger.

Next, they were a day late picking up our load. Their excuse was that their drivers keep quitting without notice (HUGE RED FLAG).

Containers were picked up July 15th and scheduled for delivery July 29th. I was assured multiple times, including the day of delivery that they would arrive on time. I had movers lined up for 9am on the 30th, and because this is the busy season, I would not be able to reschedule them. 5pm on the 29th I call the 800#. After holding for nearly 2 hours (this isn't an exaggeration, their
hold times are insane) acompletely clueless lady answers and tells me she has "no idea" where my delivery was, or why it didn't arrive. Says she has to transfer me to another company (??). The recording at that company says the hold time is 5 minutes. I waited an hour and no one picked up.

I still have no idea where my belongings are, when or if they'll arrive, and Pack Rats customer service couldn't care less.

Over charged us for everything what's the point of a quote if you don't tell people about the 400$ in fees you add! Can't ever get them on the phone! And don't call in to have them pick up your pod that's an extra charge they don't tell you about either! All in all what was going to save me money cost me 1000$ in a month! Check your receipts too because they double charged me for delivery! I will never again use this service! PODS was so much better it's worth the little extra. This was just a headache!

1800packrat is untrustworth! Their driver sped into our driveway running over and killing our napping dog. The driver admittedly stated he was speeding, that he wasn't looking and the he was hugging the left side to avoid a small pot hole this resulting in the murder of our dog. my teen children had to witness this mortifying disaster and we're screaming in terror to which the driver only spewed his excuses and had to be told by our neighbor to apologize. I was assured by the driver I would be contacted by the company with condolences and to make this right. The company has since left my family in the dark and it has been over three weeks. I have contacted the company myself multiple times and was transferred to a third party insurance who seems lost on the matter and stated there is not enough information to help me. If packrat cannot take ownership for such a big mistake how can you I trust them with your belongings? I personally will never use packrat.

Stop, don’t use Pat rack we were ripped off put a claim in. It was not honored cannot prove that we were ripped off.

Reaching someone here is like reaching the IRS. The onsite navigation is poor and not intuitive.

I was hopeful that my experience would be better than it has been. The container was dropped off fine, but then there was some shuffling done before they could pick up the filled container. It took and extra day, but ended up ok. The delivery of the filled container and pickup of the empty container has been difficult. First, I scheduled both and had confirmation. I scheduled movers to unpack. My complex only allows the containers to stay on the property 24 hours, so it’s a tight turnaround, but I got it scheduled so everything was supposed to be ok.
Cut to night before delivery. I got a text from the operations manager that they’d rescheduled drop off for 3 days later than planned. I called multiple times and couldn’t get anyone on the phone. I text back and waited and waited and then sent another text explaining my situation and finally got a text back that they’d have a driver run on Sunday to deliver the container. I confirmed pickup was still good for Monday, she said yes.
Container was delivered and unpacked. Monday I received a text that the driver was running late, then that the driver his hit hours and could come until Tuesday 12-4. It’s Tuesday at 5:30 pm, I have gotten no update and the container is still here. I am going to be fined, and the property managers are upset. The worst part is there is absolutely nothing I can do about it.

if you want to move on time go with another company,. waited for 2 weeks and the day before they started playing games and rescheduling until I got fed up and canceled. Stay away from this company!!!

From the very beginning from speaking with Mrs. Carol Morehead and her help getting me situated for my move from Texas to Virginia has been a Godsend. This was easy and although we did have one hiccup I have nothing bad to say at all. I've got some personal family issues hindering some things pertaining to my move but 1800PackRat has been more than helpful and I'd use them again and refer to anyone. I am grateful for the savings also.

I had a decent experience when they brought the pod to be filled but it was downhill after that ! I was told I needed to make an appointment 48 hours before I go to put additional furniture and items in my pod. I made the appointment and a day prior which was 2 days after my call I contacted them to ensure they would have it available as it was an hour away. I was told they already sent it to my destination 600 miles away 30 days early and it was their error after i insisted they give me a supervisor and was told it was their error!. I had numerous items and furniture that I could not take to my new home. No one contacted me to offer any credit etc and I am now in my new home with missing furniture that I will need to replace as the cost of another pod is not worth it. Would not recommend this pod company. When I received the pod they wanted to leave it in the street as the person delivering forgot the blocks even though I told them I was on an incline . The pod was left half way up the driveway requiring the movers to go up and down . Not a good experience.