Complaint Review: 1-800-PACK-RAT

May 30, 2011
 
To: 1-800-PACK-RAT
 
This is an attempt to recount the events surrounding my association with PACK-RAT. The experience has been one of the most horrific episodes of my life. I note here that your company offers a 100% customer satisfaction guarantee, and I quote: 1-800-PACK-RAT backs its service with a 100% Customer Satisfaction Guarantee. If you are not completely satisfied we will take the necessary actions to claim you as a satisfied customer. Guaranteed.
 
I first made arrangements through your sales rep. Patrick Alford on April 11, 2011. I ordered three containers at a quoted price of $4403.28. I was assigned a Move Coordinator, Ron Brandon. I found him to be friendly and efficient. I had insisted from the beginning that because both domiciles were located in hilly terrain that it was important that each location be inspected to anticipate any issues that may arise. I remember Pat Alford suggesting that he would make sure that someone from the company would put eyes on it. I was particularly concerned about the destination property because of the steepness of the driveway. After several calls to both Alford and Brandon I was assured that the property had been inspected and that there would be no problems.
 
When the first container was delivered to the California address, a driver named Cruz refused to back the truck up the hill. There was an issue at the cross street which connected to the street that leads to my home. There was a dip that prevented the vehicle from staying clear of the surface. I went to the local lumber yard and purchased approximately $300 in timbers to create a ramp. Brandon promised that I would have that expense subtracted from my bill. The truck returned with a new driver named Robert who, throughout the ordeal of delivering an eventual four containers, was absolutely skilled and willing to do whatever necessary to succeed.
 
As it turned out one of my three containers was overweight and so I was forced to remove a large percentage of the contents to be in compliance. This resulted in my ordering a fourth container. All four containers were in weight compliance when they left my home in Tujunga. Brandon negotiated an adjustment to my contract @ $5,900+, which frankly, I thought unreasonable, but was forced to agree. By April 30th all four containers were in the hands of the Moorpark facility.
 
A fixed timetable was established through Brandon and the delivery dates established for two containers to be delivered on Monday, May 16 and with the remaining two containers to be delivered the following day. This allowed Moorpark more than ample time to complete delivery as contracted. I had requested an exact order of the containers to be delivered through the coordinator. Especially important, because essential items including bedding, and other necessities needed to be in place first.
 
It is at this point that the system completely broke down. I had hired a crew of three men to off-load. They arrived at 8 AM when the delivery was promised. We waited and waited but no one showed up. I called Brandon to determine what was going on. I was able to learn from him the name and contact info for the local operation: Mooney Movers. I spoke to Gil Baca who apologetically informed me that he had not received three of the containers from Moorpark! By 1:00 PM it was clear that my men were going to have nothing to unload and I had to send them off with pay.
 
It is at this point, that Brandon, as nice a man as he is, became completely bewildered and ineffectual. He could not seem to get any information from anyone in the company and I was becoming more and more frustrated. I began searching for someone who was willing to be answerable I finally ascertained a phone number for Jonathan Markle. I left two desperate messages outlining the situation and articulated my deep frustration. I pleaded for some assistance. Markle never returned either of my calls.
 
At this point, Baca, who seemed genuinely sympathetic to my plight agreed to deliver the one container he had in his possession, himself. His driver was engaged elsewhere he said. He was determined to help but his inexperience with this sort of situation made it time-consuming and difficult for him. That said, I very much appreciated his professionalism and integrity. I re-engaged the crew to return to off-load. Baca maneuvered the container in place and my men emptied it. The driveway surface suffered some damage in the process. And further, this was not the container that was to have been delivered first! This caused me to have to seek lodging elsewhere for what amounted to over a week.
 
It is at this point that I no longer dealt with Brandon. He is a good customer relations man but apparently with no real ability or authority to shake things up and to make things happen. This is where you stepped into the picture. Let me say at the outset, that you were immediately sympathetic and understanding of my frustration and outrage. You were shocked that my goods were still sitting in California. I remember your saying that, In the five years I have been here, I have never seen anything like this!
 
A new driver was appointed to deliver the remaining pods once they finally found their way  to Albuquerque from Moorpark (further delayed by a truck breakdown). This driver (I have forgotten his name) was wonderful. He made every effort to put things right. Unfortunately as he was bringing up the last container, the compressor ran out of gas. His constant attempt to restart the engine caused the battery to go bad. This resulted in a complete breakdown and the truck. Along with my goods it had to be left overnight in the street at the bottom of my driveway. The next day Boris, the mechanic, apparently managed to tutor the driver via cell phone enough to the truck operational and to get the pod to the top of the hill. But once on the property, the gearbox or a misalignment of  the carriage failed to winch the pod off the truck. We spent over four hours attempting to right the situation. Finally, he had to abandon the truck and container in my drive, and his wife came to pick him up. The next morning by the grace of his concern for me, he brought two men with him to help me off-load the goods. The container was still on the truck and could not be lowered because of the failures mentioned. The driver, his two men and myself, unloaded the entire pod from six feet off the ground. I, for one, have not yet recovered.
 
The completion of the delivery of my goods was overdue by some 11 days. Miscommunication and incompetence among PACK-RAT employees, a truck breakdown and multiple equipment failures all contributed to inexcusable consequences.
 
Finally, I am a person of even temperament with always a positive slant on life. My association with your company, however, has been an absolute nightmare. You have not delivered what you promised, and what I paid for.  I am a man of 68 years with multiple health issues including chronic back problems, acute arthritis and now very high blood pressure. I cite this not to gain your sympathy, but to make you aware of the inordinate degree of physical pain and emotional anguish I have suffered. In addition, because of your delays and multiple equipment failures, I have bourne expenses of nearly $2,100 for lodging, payment to idle workers, driveway damage, lumber, etc.
 
In consideration of all this, and to ensure me as a Satisfied Customer, I am counting on PACK-RAT up to live up to its motto. To avoid legal action on my part, I am expecting, a full remission of the fees paid.
 
In surreal irony, I have just received an email from PACK-RAT, announcing that:
 
This is reminder that your monthly rent is due. Your credit card on file will be charged on that date for the amount of 202.23.

Should you need to change your billing information please contact your Move Coordinator before 05/30/2011

Thank you for choosing 1-800-PACK RAT!
 
Respectfully submitted,
 
A Pack-Rat Victim