1-800-PACK-RAT, Webster NY

I moved from Tampa to upstate NY. Pack Rat was always available by phone when needed, always delivered and picked up on time. The container was large, sturdy, and easy to pack.

No complaints at all!

I booked my container many months ago and they booked the incorrect date. It is supposed to be dropped off on 7/15 but it was booked for 8/15. I am now 2 weeks away from the closing of the sale of my home (7/26) and have been told that they can't pick up the container until some time in August. This is completely unacceptable and the customer service department couldn't care less. This is basically leaving me no choice but to cancel and find another way to move across the country in 2 weeks.

If you are looking for a quality look else where. The lack of communication and customer service as well as professionalism was a huge disappointment. We purchase 2 moving containers that we have had for a few months while packing my elderly parents home when we called to relocate them we were told we would have to wait a full two weeks for them to be relocated 30 mins (27 miles). As frustrating as that can be we understood. We were patient. We were called on 7/25/22 which was the night before to confirm delivery between 1-2 pm on 7/26/22. We did not receive any phone calls the morning of 7/26/22. When 2: 30pm hit I reached out to the driver who gave me their direct line. I figured maybe they got lost. I called and it rang a few times, then he called me and I answered and they hung up. I waited about 5-10 mins and called back and received no answer. I proceeded to leave a voicemail, it was now 4: 30pm. Still no response.

- I'd like to think I am a pretty understanding person. Unfortunately, things unexpectedly happen out of our control. However, the lack of communication was extremely frustrating as we waited around all day for these containers to arrive, having people standing by to unload them.

- I reached out to the 1800 for pack rat and waited on hold for 20 mins to speak with a rep, only then to be transferred to another dept.which then I had to explain the situation again. I had asked the rep if there was a way to get in contact with the driver to see if there was any issues or to find an ETA? She stated that they would be there by end of day. Were pushing 5: 30pm at this point. I am unsure of what end of day is. She stated 10 pm. I ask to have her explain why they said that they would be here by 2pm. She huff and puffed and I said that was disrespectful. I am explaining to how I am becoming frustrated over this situation and your annoyed you have to deal with this. I was keeping my cool and being respectful and just explaining that this company works on referrals and that this isn't the experience I expected to have. I she lets out a huge sigh and I asked if I could speak with someone else or a manager. … What does she do.puts me on hold for 25 mins and then retransfers me into the Que I waited 30 mins and gave up. I have worked in customer service for over 13 years. If we did that to our customers we would be written up or even fired. I sent a text message to the driver to see if they could give us any more information. No response until today. 7/29 they stated that they would be picking the containers up in 5 mins and delivering them. They finally delivered them, and they were placed with the door facing the street, so now as we slowly unpack them, the whole world can see all of our items and we have to worry about someone stopping by and grabbing what they can while we unload. We asked for them to be placed facing the garage and they refused to move them. What a HUGE disappointment. We will never recommend 1800 PACK RAT to anyone ever.

DO BETTER.

Too expensive, they did follow up and wanted my business however still too expensive for my monthly income

I didnt want to write a review until I got my possessions back!
First the delivery of the unit. It was scheduled and when I hadnt heard by 3 pm I called. Was assured they would be there by 9 pm (completely dark, major street). At 8: 30 I called and no answer. They never called or showed up that day. The next morning no one called me, I called and they acted like - What? I explained that I had hired people to help move the items into the unit. "oh".
No one called and apologized nothing. Assured they would call ahead and deliver it. Of course they didnt, next thing I know it s in my drive a day late.
So, filled it. Called to pick up. They were 2 days late to pick up.
Paid storage for 7 months. They raised it 10%. Called for delivery and they couldnt schedule it for 2 weeks so ended up paying another month.
They charged additional 50% more for delivery than their original estimate.
So, no not dependable on scheduling or their estimate.

Excellent! Dawn was so helpful in getting us set up and Mitch the delivery person was on time and friendly and professional! We would highly recommend this company! Thanks

Completely unreliable company. Could not deliver on our reservation of 2 pods on moving day for our business that we reserved well in advance. They had a two day window to deliver the pods and when they did not come the 1st day we paid an additional $50 per pod to get morning delivery the 2nd day and they never dropped the pods. This caused multiple problems of epic proportion during our retail store moving process. We had merchandise on the public walkway with hourly paid professional movers waiting for pods that never arrived. It wasn’t until the end of the day that we were told by Pack-Rat that the pods are not coming. We had to scramble to rent a storage unit to avoid loosing all our merchandise. They left us high and dry, the movers said “we should sue Pack-Rat and that they have never seen anything like this”. We are not going that route but had to leave this review to warn others of the incompetence we had to deal with from them. AVOID.

Very cool people. We had some misunderstandings in the beginning, but those were quickly resolved by the agent I spoke with. They’re really excellent with customers.

Tried going with this company after being grossly overcharged for PODs in the past with a different moving company, and I couldn’t be happier. On top of being more affordable, their service was noticeably better too.

I’m practically allergic to moving, but I feel much better about it after PACK RAT helped us move out to Colorado. Everyone I spoke with was so helpful, and their drivers helped make our move smooth as can be.

The entire process was handled well. Packing, storage, and the actual move were done carefully and efficiently. The estimates we were given were fair and accurate, and we are completely satisfied with our move. We’ve moved a couple of times, and no mover has done a better job than Pack-Rat.

Pack-Rat really made the entire ordeal of moving really simple and was a huge weight off my back. They made the entire process a piece of cake and I’m currently referring a friend to them because of how happy we are. Thanks guys for all of your hard work.

We had a wonderful experience from start to finish. Thanks for all the help and making it so easy!

Great moving company! These guys are awesome! They are on time and move quickly! I highly recommend this moving company!

I moved long distance (Colorado to upstate New York) and I would totally recommend this company.

Take home: I totally recommend. HOWEVER: if you are on a rush, and need to move (particularly long distances) on a short period of time, it may not work (by reading other reviews). If you have flexibility and can keep the container in both the original and final destinations for a few days, this company is great, and you can even hire help to pack/unpack or load/unload. I booked the container with over 3 weeks of time, and I had flexibility especially once getting to my final destination.

Recommendation: if you are hiring help (packing/unpacking/loading/unloading), hire people for at least one day after the container is supposed to arrive to assure the container will be there.

I'm starting with the good things.
1.extremely professional and kind. The costumer support are very courteous. If you ask for a call back they *will* call you back, even if at 8pm. Because they are so busy, I recommend a call back. Sometimes it takes a few hours but they *will* call back
2. The drivers are also super friendly.
3. They called me before the container was delivered or picked up from my original destination, and they also called me before they delivered or picked up the container fro my final destination.
4. Their time estimates are very accurate. For example, when my container was delivered to my final destination with all my stuff, they told me "the driver will be there between 7-7.30am". That was exactly right. The driver was here at 7.10am. Same thing when picking the container empty.
5. The container was clean when it arrived to upload my stuff and during transit nothing got wet, everything got to me exactly like we packed it.
6. The destination facility in upstate NY seemed to have things in much better order than the one in Colorado (not sure if this is a good thing or a bad thing)

Three bad things:
1. The container arrive one day late to the initial origin. Although they call me to tell me that my container was not arriving the day that was planned, they called me at 5pm. They gave me a $50 refund for the inconvenience. It does seem that trucks carrying the containers break often ¯_ (ツ) _/¯
2. Although they did charge me *after* they have picked up the full container from my original destination, this was not reflected on the website on my packrat account. In fact, the pack rat account is not very useful, doesn't give much information. The call center is way better.
3. It seems like there is some miscommunication between the costumer service personnel and the delivery/truck managing/driving personnel. Sometimes the costumer service had *NO CLUE* about what was going on with the trucks or the drivers. This was my experience when I called twice to assess the delay in my original delivery, and although the costumer service were very nice (as aforementioned) they seemed clueless.

Overall a great experience! Moving is so stressful. We had to reschedule our pick up and delivery more than once. I always felt worried calling to try to schedule but their coordinator (Sam Ramos) was always so friendly and calm! Each time I was ready to cry as I called but then there is was - this guy was thinking about a million things at once, juggling people around, making scheduling miracles happen AND making me laugh. None of that is easy but to make a strung out mother of two small kids laugh while moving? ! Unheard of! He had the best attitude and made the entire process less stressful and actually even kind of fun and comical. Employees like that make for customers that return. Thanks Sam and the entire packrat team!

We are long haul trucking company. Came here for delivery and pickup. Fast delivery and pickup. Sam is nice. Very good commutation. Would recommend to anyone