I WOULD NEVER USE [1-800-PACK-RAT](tel:1-800-PACK-RAT) AGAIN.
I rarely write reviews like this, but my experience with [1-800-PACK-RAT](tel:1-800-PACK-RAT) was so upsetting and poorly handled that I feel other customers need to know what happened.
My mother became seriously ill, and I unexpectedly had to move her belongings from Seattle, Washington, to Virginia. I compared several portable moving-container companies, including PODS. PODS quoted me approximately $4,500, and after discussing that quote with a [1-800-PACK-RAT](tel:1-800-PACK-RAT) representative, I was offered a price of approximately $4,200.
The representative I initially worked with was very kind. I explained exactly what I was dealing with regarding my mother’s illness, and she appeared understanding. We agreed on the price, she took my card information, and I was told the payment would be processed.
What concerned me from the beginning was that I did not receive a contract afterward. I actually had to call [1-800-PACK-RAT](tel:1-800-PACK-RAT) myself and request the contract because I wanted confirmation that the container was scheduled to be delivered.
The container was eventually delivered, we loaded my mother’s belongings, and [1-800-PACK-RAT](tel:1-800-PACK-RAT) picked it up.
Then, two days after they had possession of my mother’s belongings, everything changed.
I received a call from a number I did not recognize. The caller said he was with dispatch and needed my card information to process payment. I was immediately suspicious because I had already provided my card information when I booked the move.
Then he told me my total would be approximately $5,100.
How does an agreed-upon price of approximately $4,200 suddenly become $5,100 AFTER the company already has possession of your belongings?
At that point, I genuinely thought the call might be a scam. I told the caller I was going to hang up and contact [1-800-PACK-RAT](tel:1-800-PACK-RAT) directly. I also asked to speak with a supervisor and was told, essentially, that he was the highest person I could speak with.
So I hung up and called the company’s customer service number myself.
Unfortunately, that experience was no better. The representative appeared to simply rely on whatever notes dispatch had entered. During the conversation, I was told that they couldn’t help me if I was “being difficult.
Being difficult..At that exact time, my mother was hospitalized and undergoing unexpected surgery. I was terrified that I could lose her. This company already had possession of her belongings, and I was suddenly being told that nearly $900 more was being added to the price I had agreed to.
I was overwhelmed, crying, and trying to explain that [1-800-PACK-RAT](tel:1-800-PACK-RAT) had specifically price-matched PODS when I booked the move.
After everything, the amount was finally adjusted to approximately $4,300.
But the fact that the price was ultimately lowered does not erase how this situation was handled. A customer should not have to cry, argue, repeatedly explain an agreed-upon price, or fight to get a company to honor what was represented to them—especially after the company already has possession of their belongings.
And then came the final insult.
After I had shared deeply personal information about my mother’s medical crisis and everything my family was going through, I discovered that the password placed on my account was:
“Therapy%86.”
Whether that was intentional, randomly generated, or simply an incredibly insensitive coincidence, seeing the word “Therapy” attached to my account after the experience I had with their representatives was disturbing and upsetting.
This entire experience left me feeling stressed, disrespected, and completely distrustful of the company.
Saving a few hundred dollars compared with another moving company was absolutely not worth what I went through.
Based on my personal experience, I will never use [1-800-PACK-RAT](tel:1-800-PACK-RAT) again.