Complaint Review: 1 800 PACK RAT - Nationwide

In June of 2016 we were moving and needed a place to store our belongings until our home was done being built.  The PODS company was booked up for the dates we needed it dropped off so we went with 1-800-PACK-RAT even though there were SO many BAD reviews online.  I figured i would give them the benefit of the doubt and made sure that I purchased contents coverage just in case.  Our home was supposed to be done in one month that turned into almost three and during those times I had to have the storage container pulled out from the facility 2 times.  Both times I noticed the contents had shifted but the items I needed were right near the door so I didn’t think much. 

 On the day of delivery there was a disagreement between myself and the local facility.  They wanted to drop pods off early I asked that I be the last delivery as the home inspector was coming to give the final CO.  They got extremely mad at me and said they would not deliver until the next available date and that was 10 days out.  I said no I need them today and I had already prearranged this day to be the day just make me your last delivery.  Finally, we worked it out. 

 When we opened the first pod and started unloading the first thing we noticed was the armoire at the end of the pod was broken at the center.  As we got further into the one pod with all the furniture, my kids beds that were stood up on end at the back of the pod and secured with rope were crushed, dressers broken, even my kitchen aid mixer that was packed in the factory box was damaged.  Items that cannot be replaced a glass angel from my son was in bubble wrap in a shoe box inside a hard plastic container shattered another glass from my grandparents from 1957 shattered.  The TV that was in between 2 mattresses had slid out and was cracked on the screen.  TV stand broken, and anything that wasn’t broken was scratched up.  The second pod was mostly boxes and kids toys and that pod was fine.  

 I called and filed a claim.  They took the time they said to look over the claim and came back and said they have an addendum in their policy that says does not cover for improper packing or normal shifting.  I called back and said I do not accept this.  If it was improper packing both pods would have been damaged and this goes WAY beyond normal shifting.  It looks as if my pod was either dropped, or slammed down at delivery, or the person driving the forklift was not experienced and swung it back and forth when putting on truck or back up in the warehouse.  I asked for the claim to be escalated.  A new girl called I explained that I would even settle for half the claim.  I just wanted my kids beds, dressers and TV replaced.  She said she would call me back.  Weeks went by I never heard.  I called the claims departments and got the original girl who helped me.  I explained that I never heard back.  She promised me she would call me back this past Monday, never heard, then late Tuesday night I received a canned email response saying they stand by with their original statement that they are not responsible.  I responded with the following and have yet to hear “I know you are just doing your job.  But I want this escalated to the top of the chain or I will be forced to retain and attorney and i will use the power of social media to make sure that everyone knows your company is a rip off!!! Why would you suggest people get this insurance to protect themselves and then when they need to use it you all do not cover anything!!!!  Please, send this to the highest person in the claims department I want to get this resolved ASAP! I was willing to settle for the cost of my 2 boys beds and the tv that is not even counting ALL of the other stuff that was damaged I'll let that go and cut my loses.... it was not due to improper packing because the other pod was fine and it was WAY more than normal shifting!!! Maybe they didn't actually drop the pod but either someone didn't know how to drive the truck and slammed the pod down or someone didn't know how to drive the forklift and my pod was swung from side to side causing way more than "normal shifting".  This pod with all my belongings was in YOUR care not mine my stuff went in the pod intact and came out not intact through NO fault of mine!!!!  I entrusted my belongings to YOUR company only to have them destroyed!!!!!  I will NOT accept this - I want this escalated to the top of the chain!!!!  Please!!!!!” 

 I have yet to hear back as of now.  I want the WORLD to know this company is a RIP OFF!!  They will stand by that little addendum and that is their out so they NEVER have to pay out for damages that THEY were responsible for!!!  My stuff went into the pod all in one piece and came out broken beyond repair.  I am a single mom of 3 boys and I cannot afford to run out and replace beds that were only 3 years old!!!!