Complaint Review: packrat

The whole experience with Packrat was a nightmare from the beginning till the end. We chose to go with Packrat because their initial quote was a few hundred bucks lower than Pods, and they said that their limit of 8 thousand pounds can easily fit 4 bedroom household. Having sold most of our items and having only a few larger items we were 100% sure we will be well under the max weight. When the time came to pick up the container, they said it was overweight by 1200lb and they persisted we had to get another container for the same price. Our only other option was to unload 1200lbs from the container.

So we had to sell a few more things and almost new washer and dryer set that we were planning to bring with us. I was even afraid that we would still be overweight because didn't have the chance to unload as much, but when container driver came the second time around, they said it was underweight by 2000lbs, which was not possible. Either scales were off or the company was trying to sell us a 2nd container. When we brought it to their supervisor's attention, they said they'll refund $517 dollars. But our account was charged additional $517 and then refunded. During yet another talk with their supervisor, he didn't even hear us but kept saying that the refund was made as promised, and that they would call us again with clarification, but they never called back.

When the time came to deliver the container to our new home a few months later, they said it can't be done for a whole week or it has to be done tomorrow, so we had to agree to that without even receiving keys to our home yet. When I tried to see if it can be done another day, they said they will charge our card extra money. When we wanted to visit the container, we had to wait for a couple of hours even though it was arranged for specific time . The container was still not available for access and people at packrat didn't know about our scheduled access arrangement. During all these dealings with Packrat it seemed like there were way too many heads in one pot with each one of them coming up with different deadlines and availabilities and information.

Our every attempt to explain or to find a compromise was brushed off and completely ignored or denied. We waited till we safely received our items as we were also paying for their storage for almost 6 months, to write this review. Our previous dealing with their competitor Pods was 1000 times smoother without any hiccups or misinformation or being forced to sell or give way items we needed to meet their weight limits, lies about refunds. We are extremely disappointed by their service and do NOT RECOMMEND them to anyone. The only people that showed genuine concern for us were people that drove the containers. Headquarters and their main offices need to re-learn what true customer service is!