1-800-PACK-RAT 
3.9/5 Star based on 18 reviews
1-800-PACK-RAT is the portable storage and moving company that makes moving and storage simple across the United States. With portable storage containers, customers have the flexibility to choose on-site storage, warehouse storage, local moving, long-distance moving or any combination.
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Chris
USMy experience with Pack Rat’s extremely bad customer service We are planning a cross country move and wanted to use a 1-800-Pack-Rat container for moving some of the boxes and possessions conveniently. It was anything but convenient and turned into a nightmare fiasco. I reached out for a quote from Pack Rat on June 24th, two weeks before our move. I got an online quote offering rates for the move from Tucson, AZ to Indiana. I finalized the details on the phone with a sales representative on June 29th and gave them a credit card for the charges. Delivery of the container was set for Friday the 3rd of July and then to be shipped to Indiana. 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!!!!
Brian
USIf you’ve ever seen the Seinfeld Reservation episode, that is what happens in dealing with 1-800-Pack-Rat. They do not understand the concept of a reservation. I reserved a container for delivery on July 2 as I need to clear multiple areas of my house for a renovation project starting July 7th. On July 2nd, the following happened: At 5PM, I called to learn the status of my delivery and was told they typically deliver into the evening and it will be arriving as scheduled. At 8:30PM, I called again and selected an option for an agent to call me back when available. At 9PM, having received no call back, I called again and got through to an agent who informed me that the container would not be delivered that day as scheduled as I was on a list to which they could not deliver that day due to overbooking. Infuriated, I asked why I had not been contacted to inform me that my reservation would be delayed and asked when I should expect it to arrive the next day. He told me he agreed I should have been contacted and didn’t know why I wasn’t. Then he proceeded to tell me that he didn’t know if the delivery could be made July 3rd because he wasn’t sure if deliveries were being made that day and it may not be delivered until July 6th! He said he would contact me as soon as he learned of a revised date it could be delivered. On July 3rd, the following happened: Having never received any follow-up call to update me on the status of my order, at 7:34PM I called to get an update. I was again informed that it was uncertain when my container might be delivered. I then asked if that meant it may not even be delivered by July 6th?! I was then assured it would definitely be delivered by July 6th. After speaking to a manager, the customer service rep told me I would be extended a $50 credit for the inconvenience and an email noting that would be forthcoming. At 7:42PM, I received my revised quote details of $180 monthly rent and transportation costs of $118.13, ironically still with a delivery date of July 2nd. But that’s not even the best part... My original quote was $169 monthly rent and estimated transportation costs of $110.79. Not only was I not provided a revision with a $50 credit, but the costs to my now LATE container delivery actually went up!!! Oh, and we’re not done. At 7:45PM, another email came with a revised delivery date of July 7th and transportation charges of $147.98... so an even later delivery date and even higher cost. I called back again and asked why the date was scheduled even later. I was told that’s the first available date and the customer service rep tried to tell some story about the drivers’ time allotment or some nonsense. Let’s put aside the fact that date “selection†should not even factor as the company should be bending over backwards to fulfill a reservation ASAP for a delivery date that was already missed. I told them that I could literally go online right at that moment and change my delivery date to July 6th. As I clicked the button to select July 6th, the customer service rep claimed that it was not an available date on her computer and argued that the 7th was first available. I then said I was literally staring at my confirmation revision for the 6th that I had just selected, to which she then noted she did see had changed. I then asked her if I could be guaranteed morning delivery for July 6th and have any fee waived. (FYI: 1-800-Pack-Rat charges an extra $50 if you would like to have your container delivery confirmed for a morning or an afternoon delivery... at this point, I’d like to trust that I’d have a actual delivery at all!!!). She said she would speak to a manager and call me back to confirm a morning delivery and waived fee. This company is a joke. 1 Star in this review is 5 too many! The concept of a reservation means nothing to them. They put no urgency on actually providing their service for the customer. Their communication is atrocious given that they won’t proactively provide any status updates to an order not meeting a reservation, and, even worse, they cannot provide accurate updates to an order past due. Their internal system isn’t coordinated with online ordering. And they seem to think that raising a quote price is a good idea after missing their reservation date and causing a customer nothing but hassle and headache. NEVER USE THIS COMPANY.
Robert
USSHORT SUMMARY: We scheduled 1-800-PACK-RAT to deliver an empty container for our move. On our scheduled delivery date (i.e., June 20, 2020), 1-800-PACK-RAT notified us that they had run out of containers. At best -- the revised delivery date would be 4 days later.....but the delay could extend indefinitely. With <1 week until we must vacate our premises, 1-800-PACK-RAT abandoned us without offering any reasonable alternatives or support. 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. 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. 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.
Rhea
USVery good and trusted company. Outstanding customer service and very polite.
Gary
USOnly a one star because 0 is not an option. Missed drop off date on the 15th of June. Have left numerous messages and emails, which have not been returned. Cannot get in contact with anyone directly, have a sales managers phone number that manager does not answer or return calls. DO NOT USE THIS SERVICE! Raleigh NC location. 5533733 Order number. Contact phone number should be within the order.
Mike
USThe storage unit was delivered on schedule. It was clean, water tight and like new. Very great storage unit.
Mary
USI am extremely upset with this company!! They delivered the pod to Miami just fine, but once it was picked up I have no idea where it went! I have about $100,000 worth of custom-made furniture in that pod and no idea where it is… It was supposed to have been delivered to California almost 2 weeks ago and yet I have received no confirmation and no information on the location of my pod. I have left numerous messages yet received no return call. I just received an email receipt that they charged me for a month of storage yet, once again I have no idea where my things even are! I’m sure they will use COVID-19 as some sort of excuse, but there is no excuse for not returning a call and providing a little information! I am going to have to try to file a claim with my insurance company and just hope that I can recoup something from them. Is it really so much to ask that they give me a little information since I have trusted them with things that are extremely valuable to me?
Scott
USDid a great job.
Diane
USGreat service, friendly workers. On time with pickup and delivery. Highly recommend for a great experience.
David
USAwesome. EASY. NO truck rental, gas, drive, high truck unload...just a nice dropoff at my door.
Alicia
USEveryone was very friendly and did a great job maneuvering in difficult spaces. Easy to use website with reasonable pricing. Happy customer!
Julie B.
USmade moving seem almost effortless! And when my scheduled changed they were able to adjust. Thank you
Barbara
USVery easy to deal with, someone always there to answer the phone call. They were kind and courteous always.
Annette
USGreat service and clean packing carton. I would use them again in a heartbeat
James
USThe Lakewood NJ Team was the most accommodating and professional team who would go out of their way to make sure our moving expiration was smooth and easy. From the driver to the dispatcher a top notch operation
Dean
USVery easy company to work with.
Heather
USI loved the ease of having it before the move and after. Also the customer service was above and beyond!!!! I scheduled a pickup and ended up in bed with a stomach virus. I was unable to answer the phone my husband called them and they took care of everything and were soooo helpful and kind. Again thank you for your amazing service and the people you have working for you in Raleigh,nc.
Amy
USPrompt service clean pod as promised. Good phone and online contact.