1 800 PACK RAT

I recently moved to Bellevue, WA from Rochester, NY paying the company in full once the initial delivery of my container completed after it was picked up from storage unit and dropped off at the local facility in Rochester. My partner and I were informed that the scheduled delivery date was 12/17, which was confirmed with a several customer service representatives in the following days. I also scheduled movers to come in on 12/18. Early morning of 12/17, I received a call from a manager at the local facility in Auburn, WA stating that the truck broke down on the way and needed to reschedule the delivery for the following Monday (12/19) between 7:30 am and 8 am. I was taken aback but agreeable to rescheduling after rescheduling the movers. Lo and behold, I didn't hear from anyone including a driver on 12/19 until 8 am. I reached out to the manager and received a text message from him stating that I needed to reach out to the customer service as the truck didn't arrive at the local facility in Auburn? After cancelling the movers and calling the customer service & the dispatcher department (?), I found out that the container never left the facility in Rochester. I was told that the initial driver backed out on the contract and that they are still trying to find a new driver. As of today (12/27), my partner and I are still without our stuffs living day to day with minimal necessity. The level of unprofessionalism and lack of transparency & communication from the company is beyond my understanding.

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It's a self move kind of a thing where you pack your own belongings and they deliver a pod and then you put the stuff on the pod and lock it up. They come and get the pod and put it in a storage until you're ready to have it delivered at the new location. This is the first time we are using them. It makes for an easier and less expensive move. You decide when it's delivered and when it's picked up. The move is based on your own schedule and not someone else's schedule. There have been no unexpected issues.

The container arrived empty on time, it was a very nice, brand-new container.  The deal included 20 packing blankets, but these were not available, and I had to call them 8-10 times to get them and had to go pick them up myself.  They "rent" them to you at $2 per, so they initially wanted to give me a $40 discount.  But I needed the blankets, and obtaining them myself is at least a $150-200 cost, even after some shopping around.  I get the impression that they do that a lot, they use the packing blankets as a sales tool, but have no intention to deliver.  They picked up the container on time.  I received an email that it was on schedule to California.  The trouble started when I contacted them on 6/17 to confirm the exact street address and date to deliver the container (7/1/13).  I received no reply back from my "personal move coordinator".  I emailed again on 6/24, and also asked that the container be delivered on 7/3, but again received no reply.  On 6/28 I called them, and was told that 7/8 was the earliest that they could deliver it.  I told them that was unacceptable, since they had never once informed me that either 7/1 or 7/3 were a problem, and that I had movers scheduled.  I called again on 6/29 and was told that it was now 7/9 at the earliest.  I called again on 7/1 and was told that 7/10 was the earliest, and I demanded to speak with a manager.  The agent went to get a manager, and then got back on the line and told me that they had been calling the wrong locaiton all along, they had been calling St Louis, and not the LA location.  So 7/3 was fine, and all was good.  But all of that hassle and frustration could have been avoided if they would have responded to my messages and would have called the correct location.  My records clearly showed that the container was at their depot in LA and that St Louis was not part of the equation anymore.  In the end, my stuff arrived, but their customer serivce is poor and they do not seem to know what they are doing.  I also got the impression that some of their services are sales tactics.

I checked out several differant companies online. Pack Rat was the only one that replied in a manner that made me think they were interested in my business. The only drawback was that the gentleman at the local Pack Rat called and left a message for me to call him on his cell phone. I tried several times to call and was told his message center was full. I finally called ltheir l-800 number and talk with a very friendly, helpful person. The delivery time and date was set up and I was given a $20.00 discount. The delivery and set up was completed as arranged. Also the pick uo of the unit was completed just as smoothly.

The equipment is in good shape and does not leak.