Type: Mover
Phone: (602) 456-4325
City: Phoenix, Arizona
Address: 1502 East Hadley Street, Suite #160, Phoenix, 85034
- Storage Space Rental
- Long distance (national) moving
Business hours
Mon-Fri: 7am-11pm EST
Sat-Sun: 8am-8pm EST
Operational hours:
Mon-Fri: 8am-8pm
Weekends by appointment
Service Area: Phoenix, Mesa, Scottsdale, Tempe, Glendale, Peoria, Tuscon, Avondale, Flagstaff, Prescott Valley, Chandler and surrounding areas.
To get a quote or place an order, please call (602) 456-4325
Customer's reviews
1
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Chris
Chris
My experience with Pack Rat’s extremely bad customer service
We are planning a cross country move and wanted to use a 1-800-Pack-Rat container for moving some of the boxes and possessions conveniently. It was anything but convenient and turned into a nightmare fiasco.
I reached out for a quote from Pack Rat on June 24th, two weeks before our move. I got an online quote offering rates for the move from Tucson, AZ to Indiana. I finalized the details on the phone with a sales representative on June 29th and gave them a credit card for the charges. Delivery of the container was set for Friday the 3rd of July and then to be shipped to Indiana.
On Friday the 3rd, we waited all day and the container did not arrive. At 5pm, I called Pack Rat customer service and was told it could be delivered as late as 11 pm. I waited up til 11 pm and it never showed.
Saturday morning the 4th of July, I called Pack Rat customer service and was given no explanation, but was told they would reschedule it for Monday morning the 6th at no extra fee. I was given no explanation as to why it had not shown. At this point, I had lost three of the six days I had planned to use for loading the container (evenings after work).
Come Monday morning July the 6th, no sign of the Pack Rat container delivery. It was promised by noon that day. At noon, I called and was told it should be on its way and they would check and get back to me. I never heard from that Pack Rat employee again.
At 1:30 on the 6th, no sign of the Pack Rat container. It was promised by noon. I called again and was told it should be on its way and they would check and get back to me. Again, I never heard from that representative.
At 3:00 pm, still no sign of the Pack Rat container. Third call of the day, I was told – again - it should be on its way and they would check and get back to me. Again, I never heard from that representative again!
Finally, at 5 pm, after waiting all day, I called again. This time I was told that the Phoenix 1-800-Pack-Rat franchise dealer had curtailed his service to Tucson and the representative was told to quit calling him. No further explanation, but a weak apology from the corporate representative.
At this point, I have wasted four days with no clear answers and I am four days from the date I planned to move and left with no container and no time to find a replacement. I need to re-think my plans and find another alternative, but I have only three days before we leave and there is no time to pack. At this point,I have been left high and dry by Pack Rat. Why could no one tell me earlier that the service was not available? Were they going to continue to be unresponsive until my Friday deadline!?!?
This is extremely poor customer service. Five times I was informed that the container was on the way with no further follow up. On the sixth contact, I was told that the service Pack Rat had booked just a week before was no longer available. Why did the Pack Rat system offer me a quote for service and why did the Pack Rat staff confirm this reservation for a service that was not available? And then ask for my credit card information to secure a non-existent service!? The customer service representative with whom I finally spoke quoted an email from the Phoenix franchise dealer to several of the other customer service reps saying he had told them repeatedly that he was no longer servicing Tucson. Why was the order placed in the first place if this was true? Now I have days to find an alternative plan for a move!!!!! Great Customer Service!!!!
July 10, 2020, 11:54:34 pm
We are planning a cross country move and wanted to use a 1-800-Pack-Rat container for moving some of the boxes and possessions conveniently. It was anything but convenient and turned into a nightmare fiasco.
I reached out for a quote from Pack Rat on June 24th, two weeks before our move. I got an online quote offering rates for the move from Tucson, AZ to Indiana. I finalized the details on the phone with a sales representative on June 29th and gave them a credit card for the charges. Delivery of the container was set for Friday the 3rd of July and then to be shipped to Indiana.
On Friday the 3rd, we waited all day and the container did not arrive. At 5pm, I called Pack Rat customer service and was told it could be delivered as late as 11 pm. I waited up til 11 pm and it never showed.
Saturday morning the 4th of July, I called Pack Rat customer service and was given no explanation, but was told they would reschedule it for Monday morning the 6th at no extra fee. I was given no explanation as to why it had not shown. At this point, I had lost three of the six days I had planned to use for loading the container (evenings after work).
Come Monday morning July the 6th, no sign of the Pack Rat container delivery. It was promised by noon that day. At noon, I called and was told it should be on its way and they would check and get back to me. I never heard from that Pack Rat employee again.
At 1:30 on the 6th, no sign of the Pack Rat container. It was promised by noon. I called again and was told it should be on its way and they would check and get back to me. Again, I never heard from that representative.
At 3:00 pm, still no sign of the Pack Rat container. Third call of the day, I was told – again - it should be on its way and they would check and get back to me. Again, I never heard from that representative again!
Finally, at 5 pm, after waiting all day, I called again. This time I was told that the Phoenix 1-800-Pack-Rat franchise dealer had curtailed his service to Tucson and the representative was told to quit calling him. No further explanation, but a weak apology from the corporate representative.
At this point, I have wasted four days with no clear answers and I am four days from the date I planned to move and left with no container and no time to find a replacement. I need to re-think my plans and find another alternative, but I have only three days before we leave and there is no time to pack. At this point,I have been left high and dry by Pack Rat. Why could no one tell me earlier that the service was not available? Were they going to continue to be unresponsive until my Friday deadline!?!?
This is extremely poor customer service. Five times I was informed that the container was on the way with no further follow up. On the sixth contact, I was told that the service Pack Rat had booked just a week before was no longer available. Why did the Pack Rat system offer me a quote for service and why did the Pack Rat staff confirm this reservation for a service that was not available? And then ask for my credit card information to secure a non-existent service!? The customer service representative with whom I finally spoke quoted an email from the Phoenix franchise dealer to several of the other customer service reps saying he had told them repeatedly that he was no longer servicing Tucson. Why was the order placed in the first place if this was true? Now I have days to find an alternative plan for a move!!!!! Great Customer Service!!!!
