1-800-PACK-RAT Reviews 1,407

The Hauppage team, in particular Anthony Santos were very responsive and accomodating.

Our move with Pack Rat was a easy move and Joe and the other team members handled everything very professionally.

Follow-up on this review. The " left hand didn't know what the right hand was doing" I called and spoke with a different deptment and am getting a refund for the month it took them to pick-up pod, which I was charged for.

I ordered a pod to pack my house. It came quickly. I was injured and could not finish packing and had to unload. I called for a pickup. They said up to 6 weeks to pickup. I asked, "do I have to pay for your inability to run efficiently. After running around I was told I would get an email amswer the ne t day. 2 more phone calls and 2 emails trying to get their answer. They basically said, (it sucks to be you). "You have to pay until we get around to picking it up. I've already paid them over $2000 in rental fees, now their for OMG me pay another full month plus. Oh! When you call expect to have time to cook dinner or something on hold.
I did some math pods is only a little more expensive renting but I would have saved a lot more not paying for a unit I'm not using but getting charged for by packrat

JUST DO NOT DO IT. Go with Pods instead, which is what I should have done. I went with PackRat because they seemed to be $1000 cheaper than pods (they weren't in the end - they have a small print in their emails talking about gas add ons - which basically made it $1000 more than their quote). So just realize its going to be about $1000 more than what they are quoting.
We did a cross country move from California to Florida. It was stressful as HECK! These guys made it even worse. First, their drop off day was June 9th. No one showed all day and no one called us to say why or any info. I finally called them the next day and they were like "sorry we were busy". They also have a really bad scheduling system - they don't give you a window - they basically say you will get a call an hour before and if you don't answer that call they DONT COME!
Anyway they finally delivered a day late.
Our leaving day, having an empty house with three animals and a toddler to get cross country was extremely tightly scheduled with flights etc. I specifically paid the extra $50 to get a morning pick up to ENSURE they would come.
So on the pick up day on the 22nd they DID NOT SHOW in the morning. I had to get on the phone and basically cry and scream at them because they were saying "sorry its gonna be tonight at 9PM now". I was on the phone for half an hour crying and demanding to be put on the phone to a Manager. Finally they actually sent someone out in the afternoon. It was so stressful and unprofessional.
The other end wasn't as bad. They actually dropped off and picked up when they said they would in Tampa. BUT they made a crack in my driveway. I would let that go if not for ALL the other stuff they pulled on us. The hold times were ridiculous too - they do call backs but the average was an hour until someone called back. When I initially was getting quotes, Pods was instantly someone on the phone that was super polite and smart and helpful. They don't have that stupid "answer your phone or we don't come get the pod policy" and the price is the same. My friends used them and had a great experience. It is what I should have done. I have never been more disgusted with how a company is managed. It seems they just sub things out the best they can with no real organization at all. JUST DON'T DO IT!

We talked to someone in sells and they told us a date. We program our move from PNW to Texas, we arrived on time to find out that belongings are not in here.
We call spent 1 hour on the phone to let us know that is in transit and is not going to be in here for 1 more week and oh wait is not going to be deliver in your house in 2 weeks because we are overbooked.
If it was a mistake it was them and they don't do anything to fix it.

We email several people to let know about this and they don't do nothing, not answer, not email, not phone call nothing.

The customer service is awful, please do not use this company. If I could give them 0 start I would.

Highly recommend! Employees are very friendly and knowledgeable. They communicate well through the whole process.

For the most part great experience...so far. They matched a price quote from another company, dropped it off the day it was scheduled even though an employee had called in sick and they thought we wouldn't get it until the next day. It was picked up a day late even after I received a call telling me they would be there on the scheduled day, but it wasn't too big of an inconvenience, so I rolled with it.
But then I got charged $463.41 more than I was quoted. When I called to ask about it I was told that it's a transportation fee billed due to rising diesel prices. I told the young lady that I hadn't been told there would be such a fee in my original quote. I find this to be a very deceptive business practice. She offered to refund me half of it, and of course I accepted, but then saw that other people had been refunded the full amount. So, go figure.
We'll see how delivery goes. But other than the billing I'm relatively happy with their service.

I called on a weekend and someone was able to book my storage. Very professional, friendly and accommodating. Another well known company did not take calls on the weekends, so I was very glad your business did. I will recommend your company to everyone.

They were awesome!! Worked with me on my move and allowed me access to the unit!!! I highly recommend them!

PackRat was great, everything went smooth, drivers were really nice and went beyond the call of duty. Thank you

Very easy! Delivery and pick up were prompt and efficient, the driver was great. Rates were fair.

Really great customer service. They guys that dropped and picked the dumpster were great and very friendly. Overall wonderful experience.

The man I dealt with was great! I cannot remember his name but he is very nice

They did not show up or call. What worse is that they claimed to have called when I tried to find out why they didn't show and then the story changed and they said they actually ran out of moving containers. Stay away!

Pack-rat did not ship my daughters pod when it said it would. We set everything up and had the move planned perfectly. Her moving account on line showed everything was good, no money was owed etc. no one from the company ever reached out and left a message that there was a problem. They moved across country only to find their Pod still in Ohio weeks later! After calling and trying to deal with customer service their pod was finally shipped. Then, after waiting another week or so, they found out that the Pod was now sitting at a destination in Seattle and could not be delivered for 3 more weeks. DO NOT use this company. My daughter paid over $4,000 and with all of the issues and back and forth the company offered them $100 in restitution when all of their shipping costs should have been refunded!
Their customer service is non existent! Looking back we should have never used them. There are hundreds of complaints with the BBB and they are NOT BBB accredited.

We should have known better: do business with a Rat?

Eight weeks and counting. EIGHT WEEKS! and still no household goods delivered to our new home. In good faith, we agreed to have Pack-Rat shepherd the contents of our lives almost 2,700 miles from the Pacific Northwest to East Texas.

Business with Rats? Really?

Containers were delivered to our home north of Seattle (three hours-plus from the Puyallup facility) promptly and exactly when promised. After three units had been filled and taken to the warehouse, we had to change our move destination to East Texas. While packing container #4, we were informed that they don’t deliver that far from their facility (even though it’s only about five miles farther than our Coupeville, Wash., home is from Puyallup). Another one of their bogus tactics to wear us down and finally give up.

“We can maybe find a Walmart 50 miles from your house that will let you use their parking lot. We can park the containers there while you unload, reload, then take everything to your home 50 miles away, and unload it again.” Now that IS generous! All that AND possibly a trip to the ER for heatstroke while packing/unpacking on 120-degree asphalt. But sadly, even that tempting offer doesn’t pan out.

Only two weeks before our Texas house deal was to close, we found ourselves upstream without a paddle. What was our recourse? Have all of the containers --six at this point—brought back to our home, unloaded, and then -- what?

Pack-Rat prides itself on having excellent customer service. Well, it does…if that service means employing delay tactics and deflecting responsibility—and when you can get someone besides an operator on the line. “The manager in Dallas makes allllll those decisions. We in corporate can’t do anything about it.” Sound familiar?

Finally two weeks ago, someone from corporate called to say they would try to deliver the pods to our home. And by the way, our case was now to be overseen by Mr. Biggs (Not kidding!) They would be in touch very soon. Well, no. There have been no calls/emails/texts from Mr. Biggs or anyone else. More delays. In the meantime, we have been paying rent for storage at their warehouse, not because we couldn’t take delivery, but because they wouldn’t deliver!

This company needs to be held accountable for their unconscionable treatment of their customers, and mafioso business practices. We can’t decide if they are inept, greedy, or both. Perhaps the legal system will decide.

So, if you still want to use the Rats, just remember: you’ve been warned. Good luck to our fellow movers!

Communication is non-existent. There's no telling how much you'll actually have to pay because they'll just charge you whatever they want for the surcharge, which seems like thievery. When they schedule to return your pod, they don't give you a time so you can't plan to have anyone help you unload it. It's 10 pm and it's not here yet and despite 3 calls, there's no information to be given. Day 2, same experience. Incredibly unhelpful with no effort to even try to get answers. They also appear to respond to complaints and bad reviews online ONLY BECAUSE IT'S PUBLIC! Curious to see if that gets you sent further at all, but I highly doubt it. See how it goes when you simply try to call them for answers. I'm going to file a complaint with the DOJ in North Carolina and suggest everyone that has the same experience to do the same. This company shouldn't be allowed to operate this way and it should be investigated for poor business practices. So they have our stuff with no evidence that they'll actually deliver it to us, so they've essentially robbed us of our possessions and charged us thousands to do so. YOU'LL SEE A REPLY BELOW, BUT DON'T FALL FOR IT. THEY'VE REPLIED TO A FEW OF MY OTHER REVIEWS WITH THE SAME STATEMENT ASKING FOR ORDER NUMBERS ETC. I'VE ANSWERED EVERY TIME AND THEY HAVE NOT FOLLOWED UP ONCE. NO ONE HAS EVER CONTACTED US ABOUT THE ISSUE.