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November 2022 by Andrew Mooney
Pack Rat could have done better on the pick up -- it was not clear to us how much space was needed for the truck to fit in our driveway; it needs a lot of space, and few SF driveways are long and wide enough. Luckily, we found an open parking spot adjacent to a Muni bus stop. But we had only 20 minutes to find this solution, and otherwise they would not have delivered the pod that day. So: read carefully about what they need to park a pod and be sure you have precisely that lined up.Once we got the pod successfully, it was very smooth. The biggest positive in the experience was how fast our stuff got from our old home in San Francisco to our new house in western New York! We put an AirTag in the pod to track its progress and watched it cross the country from the warehouse in Benicia, CA, to the warehouse in Webster, NY, over the course of three days. Our stuff was picked up in our old house in San Francisco on a Monday morning, and 12 days later, it was dropped off in our driveway in upstate New York. Because we had an AirTag, we knew it had arrived to the destination warehouse and could schedule an earlier delivery date without additional fees.Overall, we were a little bit sketched out by the negative reviews of the company, but we had none of the bad experiences that we read about here and were overall very satisfied with the service delivered at a great price point. We did not have to contact customer support, so I can't speak to that.
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November 2022 by Jerry White
Delivery and pickup were great. Had the same driver both times, he was on time and very professional. However the billing was a problem. I had been quoted $109 to pick up the empty container. Then they charged me $145. When I called the Billing Dept at the 800 number, they said it was a fuel surcharge that was in the contract. Down in the fine print it says "Additional fees may be incurred in connection with moves between Warehouses." My container was never in a warehouse, it stayed in my driveway. Only after I threatened to dispute the charge at the bank, did they offer to refund the bogus fuel fee. This company is SHADY!! Do not do business with them.
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November 2022 by Eden Mazzola
All of the above. They can’t find my storage unit. They change the prices after agreements. Drivers are unhelpful and rude. This company really sucks. Both Zippy Shell and PackRat are the same company FYI.EDIT: not a surprise that the company responds to this review and asks me to give them my info on a public form and not leaving a way for me to get in contact with them. For the owner; how should I give you my contact info? How can I contact you? Once again a terrible, round-about suggestion attempting to solve a simple problem. Reminds of a certain company!
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November 2022 by Cindy S.
PSA: 1-800-PackRat has been the absolute worst moving experience of my entire 51 years! In the beginning I should have seen the signs when they Will give me different rates every time I called. Then we needed to have them delivered when we went into contract with a house but canceled it whenever we fell out of the contract of the house. They they then called me to deliver the units even though I canceled. That was a scary day thinking that all of my stuff would show up at a house that somebody else was moving into. Then A year later we need to move to the current house that we're moving into and the driver calls and said that he's bringing it to Hampton when we were moving to Surry! Also last year we burned up an entire day off off trying to get into our units that were supposed to be pulled out for us so that we could go to their warehouse and get a few things that belong to us. When we got there our units were not available and no one was in the warehouse. We spent the entire day walking around calling the numbers that were posted poking her head into offices shouting hello and hello and no-one was there to receive us. Fast forward to now, we have been in a hotel since the 5th because they did not deliver our units in in fact they delivered 2 of our units one facing the wrong way so our movers could even move things out of it 1 of them was not our unit at all and belonged to someone else and only 1 of them is correctly placed and ours! I called today to see what they were going to do to rectify it and and they said we're bringing all of your units tomorrow! I asked when they were gonna call us and let us know and they said they would call an hour before they showed up! I then asked them how they were going to compensate us for the nearly $500 we are out because of hotel fees due to their errors not to mention us having to pay our movers travel time to come back out. They offered us a $50 credit! When I argued about it the manager offered us $100 said that's the best he can do! Absolutely never never use 1 800 pack rat they are a complete waste of time and not helpful at all!
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October 2022 by Michael A.
This has to be the most untrustworthy and unprofessional company that exists for movers They are Unreliable Is there service team that tries to solve the problems are very good but they have no control over the company that you ordered the pod from The drivers are the worst they are very rude very unprofessional I would never trust them They are so bad I'm getting ready to go to court to Sue them So if you want all that get left hanging order your pod from rat pack and you will regret it forever trust me I don't even know if a pod is coming
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October 2022 by Joe S.
Wish I could give 0 stars. Paid the $50 premium per container for them to be delivered before 11 am. Had movers scheduled at noon to load the two containers. Only one showed up before 11. Movers finished loading the one by 1:00 pm and the other was still not there. Called, they refunded my $50 and guaranteed it would be delivered within the hour. Called again two hours later and they said the driver was on their way should be there any minute. Got a call 20 minutes later from the driver saying they just loaded up and would be at my house in about an hour. Showed up at 4 pm. I paid $200 per hour for the movers to wait for 3 hours. Customer service said the best they can do is refund the $50 premium and a $50 customer satisfaction refund. $50 for the $500 I spent having the movers wait around. DO NOT USE THIS COMPANY!!! I have used the Pods company before and they were fantastic. I only chose Pack Rat because I needed 4 containers this time and when I needed that many, the quote was a decent amount cheaper than Pods. However, the quote does not include all of the hidden fees. $75 here, $50 there. Every time I looked I was getting charged for something else. Even if Pods is more expensive in total, I will forever recommend them over Pack Rat.
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August 2022 by Rex S.
tl;dr: Avoid the company entirely. 1800Packrat's franchisees do not communicate whatsoever with 1800Packrat corporate. 1800Packrat corporate does not allow you to talk to the franchisee directly, so you have no way of figuring out why they are ghosting you on your container pickup and delivery dates. They didn't get permits in time for us to block off the space for delivery and missed the pickup date completely. Additionally, they charged us a $1000 fuel surcharge, declaring it was in the contract. There was no contract document... they just put it in small text at the bottom of your scheduling confirmation email where your email provider trims the message. 1800Packrat HQ told me repeatedly they had requested the permits which were needed to block off the delivery space. I went to the SFDPW and they told me there was no application submitted to block off the spot, or in other words, 1800Packrat corporate was lying about submitting the application or they had been lied to by their franchisee in California. They kept this up for the remaining days until delivery until we received the permit the night before the delivery, showing in the details that it had been submitted at 10:30PM that night... Given you have to post the signage, have it reviewed, and have it confirmed by the SFDPW 72 hours in advance of needing to enforce the permit, we were unable to legally block off the spot. We got very lucky the delivery spot was empty despite the unenforceable signage and permit we had after receiving the signs on the day of the delivery. 1800Packrat had agreed to pick up the container two days later, on the last day the permit for the container to be on the street was valid. Nobody showed up, which was no shocker after seeing how they operate. The next day, they obviously had a container on the street illegally, and it was a street cleaning day when no car was legally allowed to be parked there anyways. They called me to say they will be there in an hour, to which I replied that there were cars blocking in the container. They then told me I needed to tow them... which we obviously couldn't do because they no-showed the pickup date. The pickup driver then told me to sharpie over the date on the permit and add a day, so that I could scare the owners of the cars into moving. Great ethics from 1800Packrat. I told them at this point, it was their problem and their container that had been abandoned on the road illegally, so they could figure it out on their own, which they did a few days later to their credit.
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August 2022 by Katherine V.
Absolutely horrendous and unprofessional. Delivery of both our pods has been postponed three times now without notice (from august 2nd, to 11th, to the 24th). Communication with this company is impossible, they claimed they attempted to contact us to notify us of the change, they called once and didn't leave a voicemail. Certain representatives would not speak to my mother, insisting my brother was the contact, and others refused to give my brother any information because it was not his name on the account. Each person on the phone had something completely different to say. One assured us he could get the pods here by the 11th, then a woman told us that they have not even shipped yet because payment had not been made in full. In addition to all of this, we were told the pods would be stored in Sacramento, turns out they never left Southern California. Now, seeing everyone else's experience with this company, I fear for what I may discover upon delivery.
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August 2022 by Josiah M.
TERRIBLE COMPANY DON'T USE THEY HAVE ABANDONED MY POD ON THE STREET AND REFUSE TO PICK IT UP. They didn't show up to pick up my Pod when they said they would, and then said wouldn't reschedule me until a week later. My Pod is now stuck on the street after we've already had to leave. I told them it would be abandoned there and they simply don't care and refused to fix their mistake. TERRIBLE COMPANY DON'T USE.
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August 2022 by Michele Nicole G.
I wish they had ZERO stars! This company is the absolute worst with customer service and reliable drivers. Our driver, Farrell, barely knew how to operate the vehicle. We had one pod delivered the day before, so we knew it could be done. But Farrell wasn't experienced and decided the job was too hard and took our pod an hour away to their storage area rather than trying to help us figure it out. This was the worst customer service team I've dealt with. They are unreliable and don't care what expense they cost their customers. My husband had to take the day off work, rent a Uhaul and drive in LA traffic to unload the pod into a Uhaul. We also had to pay last minute movers to help. Save your money- especially if you live on slanted driveway or tiny hill, the level of skill was about as good as my 8 year old daughter. 19 thumbs down, this could've been an easy move but this company made it hell!
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July 2022 by Venkatesh N P
Worst service. Don't fall prey to their sweet words. The worst customer care service I have ever encountered. Once you book a container, no one lifts your call, no one responds to your emails. They make you wait hours over the phone and then hangs up. They miss their schedules and you don't know what happened to your container. Such a painful service. Avoid it.
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July 2022 by Jennifer Barkdull
Had my final pick up scheduled…called twice to confirm the day of when I hadn’t received a courtesy pick up call. At 4:30pm I was assured I was still on the schedule and they could arrive at 10pm. We stayed up until midnight waiting. NEVER received a call that the driver ran out of hours. Had real estate photographer scheduled for next day. Too late to cancel that, will have to pay for second appt. Pack-Rat’s attempt to make this right…$100 credit. That doesn’t even begin to touch the cost of the domino effect their failure to show put in place. Rescheduled me 2 days out and still won’t guarantee a pick up time at all. All I hear is “I can’t control the a schedule, the facility manager does.” But they won’t let you speak to the facility manager. Save yourself time and money, pay for actual movers—I wish I had.
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July 2022 by Emily L.
NIGHTMARE!! Let me first say I have used PODS in the past and communication and delivery was seamless but they were not available for my delivery site. This started with the drop off of my empty container which I scheduled for the day before my movers were booked and it was not dropped off. I was assured by one person that I would be the first delivery the next morning. When I never got a call the next morning I called corporate and they stated I could not have been assured an 8am drop off and instead it could only be the AM window. The container was eventually dropped off an hour AFTER my movers were booked for. Then, I had paid for the PM window for pickup and waited on hold for over an hour to be told it was going to be picked up between 6-10pm that night. Well it was not and I had no communication from the company. After about 10 calls and hours upon hours on the phone, my container was picked up 3 days later while my apartment complex was threatening to tow in each day. Now, my full container was scheduled to be dropped off yesterday morning (paid extra for that) and I called and they said 11a-3p. Called again after 3p and they said oh no same window (even though it was after). Called again in the evening and they said now the window was changed from 11pm-3am. Well no communication all night and now it's morning with no container. My movers were completely wasted yesterday. I called this morning and you can only get ahold of corporate. They try t ok call the local office and their voicemail is full. There is no way to contact anyone who can give you actual answers. This has been a mess of a move. This company is completely unreliable and lies to you on every call after you wait for an hour on hold for each call
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June 2022 by Ashley C.
Absolutely miserable experience. Pod was picked up 11 days late with no notice. Impossible to get a straight answer out of customer service. Now I am on day 4 of being in my new apartment with nothing. Paid an extra $50 to have my pod delivered this morning which didnt happen. Then they said the pod would be delivered at 5pm. Still nothing. Had to reschedule my movers which they clearly didnt care about. Looking extremely doubtful that my stuff will get here at any point today. Now i can't get in touch with anyone from customer service (mind you, i have spent hours on the phone in queues waiting for them). This has been the most miserable experience. I am on the verge of tears writing this. This company needs to take responsibility when they mess up and compensate people accordingly. This isnt a cheap service. I have never had a worse experience with a company. DO NOT, and i repeat, DO NOT use them.
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June 2022 by James H.
Container not delivered on the date agreed upon. No phone call from driver or customer service. Reached out to customer service. *Note: The wait times in phone queue are ridiculous 30 min-1 hour. The customer service agent made no attempt to apologize for the delay. Agent reported my contact information (phone) was missing from the account. Then agent tried to blame the computer for losing my contact information. I verified contact information several times with sales agent and the information is complete in the order confirmation email. I understand the pressures due to short staffing and logistics. Being candid with customers will go a long way. This company appears to have chosen the low road. I don't believe this company is able to deliver anything as agreed. Caveat Emptor. I'll be spending my money elsewhere.