Customer service
Product or Service Quality
Poster increased review rating.

Update by user 2 days ago

a new container was delivered to me home on Jan 11. A team of 4 men unloaded old, water stained container and and reloaded the new one. Thank you to the corporate intersession of Brittany Crisp to get this done.

Update by user 2 days ago

Today at 9 am a new container was delivered to my yard, and team of 4 men unloaded the old container and reloaded a new one for me.Thank you pack rat! (and thank you social media)

Original review posted by user Jan 11

I am copying the email that was sent to Pack Rat this past week.

Yesterday, Charles came to inspect the container and today we heard from the customer dis-service department. Their response was that because we waited so long to report the leak, the only remedy was to give us 1 month's rent free - no replacement container, nothing else. The container is being used to store things we don't need - so why would we need to go in?? I reread their information and I really didn't find any place that said there was a time limit on reporting issues.


The following is the email we sent to PACK-RAT on January 9:

"My husband and I contracted in February 2018 with your local franchisee to provide us with a 16' container so we could store boxes and miscellaneous furnishings to prepare our home for sale. We hired a moving team to load the container.

Recently, I needed to put a couple more boxes in the container prior to New Year's Day. At that time I noticed drips along the ceiling and small drip puddles on a few of the boxes. My husband contacted your customer service on January 3 and a dispatcher, Charles, told us that he would have a driver come by our house to inspect the container and take pictures.

On Friday, Jan. 4, a driver stopped by our house and took pictures of the drips inside the container. He said at that time that he would send the pictures to Charles and that Charles would get back to us. The driver offhandedly mentioned that he wished he could give us the container on the back of his truck because it was brand new(and ours was pretty nasty) but that that container was going to another homeowner. I assume that the driver did email the pictures with his inspection to the proper personnel. Charles has yet to call us back.

On Monday, Jan 7 my husband called your customer service and spoke with someone. He was told that we were offered a new container but refused it. The best that this person could do was to offer 1 month's free rent, and it would be our responsibility to pay for and install a waterproof tarp over the container. My husband told this person that we would like someone to come out and look at the container again.

None of this resolves the issue that the container leaks and the boxes and furnishings that are in the container have absorbed the water and their contents may be seriously damaged. I am attaching 3 pictures showing the rust stains on the interior roof of the container, the exterior roof of the container, and the rather large gap in the rear interior - and, yes, that light strip is an open gap. When a Google search is run for 1800packrat, it clearly states that your containers are waterproof - but ours is not waterproof

Google Search Screenshot.jpg

So how do YOU solve this problem? To be quite honest your customer service is pretty awful - the following is a quote from your own web page

"The core value of 1-800-PACK-RAT is to provide every single customer with the highest quality service. 1-800-PACK-RAT has a strong corporate model that ensures every single customer will receive the highest standard of customer care in the industry – a key differentiator between many of their franchised competitors. 1-800-PACK-RAT is the only company in this industry to pledge total customer satisfaction - if you aren't completely satisfied with our products and services, we want to hear about it so we can make it right. "

We brought the water leak issue to the attention of your local office and truly feel that no one has tried to make this issue "right".

We await to hear from you as soon as possible - a copy of this email and attached pictures will also be sent to your corporate offices.

Product or Service Mentioned: 1800 Pack Rat Storage Unit.

Reason of review: Poor customer service.

Preferred solution: Replacement container with $$ assistance to unload old container and reload new container.

I liked: Price.

I didn't like: Customer service response.

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