- Report: #1180126
Complaint Review: Pack-Rat - Nationwide
-
Author Confirmed
Why?
Pack-Rat
Nationwide, USA
Phone:
1-800-722-5728
Web:
www.packrat.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Pack-Rat Claims Specialist Richard Higgins Advertised as complete satisfaction for moving. Insurance provided on items shipped. We moved from Alabama to California at the end of May, 2014. When we received our personal items that were transported via the Pack-Rat pod, move items were severely damanged.Nationwide
Pack-Rat Claims Specialist Richard Higgins Advertised as complete satisfaction for moving. Insurance provided on items shipped. We moved from Alabama to California at the end of May, 2014. When we received our personal items that were transported via the Pack-Rat pod, move items were severely damanged. I contacted Kristen Robinson the Long Distance Move Coordinator and was aplogized to immensely and was sent the claim form to complete. I have original email that states, "Please complete this and attach pictures as well. I am very sorry that your items were damaged!" Damages totaled over $9,000. Guns were jarred out of a gun safe. The pod had to have been been either dropped or or handled extremely rough for this type of damage to have occurred. I sent mega photos of the damaged items, receipts and claim form on 07/09/2014. On July 14, 2014, I received a "canned" denial email from Pack Rat claims department Richard Higgins as follows: "1-800-Pack-Rat, LLC (the “Company”) has evaluated the claim that you have submitted for damage to certain contents in the container that you rented from the Company.
Upon review of the facts of this matter and the terms of the Customer Protection/Duty to Insure Addendum to Rental Agreement (“Addendum”), it has been determined that your damage was not from a covered loss, meaning that the Company cannot pay you for any damaged property." As many photos that were sent, they wouldn't have had time to review even. The same day I followed up via email to the claims department as follows: "I am very disappointed in your handling of this matter. You are assuming that that the damage was caused by improper packing, normal shifting…etc. The items were packed correctly and tightly where this would have not been caused by normal shifting. We are very experienced with moving and packing our contents! The container must been handled roughly and with extreme dropping to have caused this damage. All the guns in the gun safe were even jarred out of their position which does NOT occur with normal shifting. We will be moving again in the near future and will NOT use this company again nor would I recommend Pack-Rat to anyone else moving." Of course no reply.
Again on 07/17/2014, I contacted the claims department via eamil and requested the claim be esclated as soon as possible. After 2 months of no reponse, but did I really expect them to, I sent another email to the claims department with the photos and information again. Again, on 09/29/2014, I received the same "canned" denial. The same day, I sent an email requesting the claim be esclated again. Today 09/30/2014, short esclating period, I receive a email from the same claims specialist Richard Higgins, canned response again, " 1-800-Pack-Rat, LLC (the “Company”) has evaluated the claim that you have submitted for damage to certain contents in the container that you rented from the Company. Upon review of the facts of this matter and the terms of the Customer Protection/Duty to Insure Addendum to Rental Agreement (“Addendum”), it has been determined that your damage was not from a covered loss, meaning that the Company cannot pay you for any damaged property." Pack-Rat wants to take your money, handle your contents extremely bad, and not cover any damage that they cause. They blame everything on normal shifting. Normal shifing does not cause chunck of wood to get torn from furniture and guns to be shaken out of the gun safe. Contacted via internet
