Worst customer service I've ever experienced. We gave them very clear and reasonable instructions. Where to place the storage unit. What side we need the doors on, etc. The driver Jamie decided he didn't feel like swapping the doors to the cab so he made up an excuse. Parked the entire unit on the grass when instructed to have it on the driveway. Killed the grass. During delivery, the container was damaged due to driver error. Carrying a sharp metal bracket to be exposed and also exposed the entire inner unit. Was told "here's a roll of duct tape, fix it yourself" After we told them we were extremely displeased, the delivery driver proceed to made my girlfriend feel extremely uncomfortable with several different comments to a point where she walked inside to get away. Called customer service SEVERAL times, spoke with Kaylee and Ayden. Kaylee proceed to hang up on me because she didn't have a resolution to the several issues listed above. Ayden provided zero customer service. Was charged full price. Several phone calls later and hours later on the phone. Nothing was resolved. The unit was picked up this afternoon and the first response from the pickup driver - "wow I'm shocked the delivery driver left this" SPEND THE EXTRA MONEY ON A POD. THIS COMPANY IS THE WORST! They don't care at all. Wish I could give them zero stars. read more

1-800-PACK-RAT - Damaged storage container. - Self Storage Near Me - Franklin, Massachusetts

This company is HORRIBLE, HORRIBLE. My delivery was set up for November 11th, then the 13th, then the 15th. This time I confirmed the day before the delivery was going to be made and they confirmed. Here I am on the 15th waiting for hours for a call from the driver and decided to call them again to confirm. Now they told me the it will not be here but is rescheduled for the 20th. This is not acceptable, I need my furniture. DO NOT USE THIS COMPANY IF YOU EXPECT TO RECEIVE YOUR POD. I rarely post reviews, however I will be posting reviews on every site, filing a complaint on the Better Business Bureau and any other agency. read more

Having moved cross-country several times, I can say that Pack Rat is superior when it comes to customer service. Its always stressful completing a long distance move and talking to knowledgeable people on the phone eases the pain. I had several quotes from many companies, and even though other companies came in higher I decided to go with this company because of their empathy to help the customer. working with me to figure out the small details. I want to give a shout-out to Ginger, who went above and beyond to satisfy a customer! You just obtained a Pack-Rat for life! I do a lot of moving and ya'll are much better than PODS when it comes to customer service. I'll be recommending your services to others. I hope the move goes as smooth as setting up the order. I'll update my review after the move!! read more

I have to say, this was one of the most amazing customer experiences, I have had without actually getting the service. Long story short: My driveway wasn't conducive to the dropping off the container. The great customer service part: I received a call from the local branch (this one!) and the staff member gave so much discretionary effort in explaining the mechanics of it all and trying to help me find a storage/container option. I had tons of questions and they answered them kindly, with curiosity, and empathy. Had to leave something as I see some negative reviews, which I'm sure was their experience, but there are some great staff working to make sure needs are met and customers are retained in the future. (My next home has a proper driveway space for the container) read more

My overall experience with Pack-Rat was mixed during my recent move from the west coast to the east coast. The worst part was the extreme difference between Pack-Rat's originally quoted price & what they actually charged me -- I was not anticipating such a steep increase! I initially chose Pack-Rat over PODS due to their much lower quote, but what I actually paid ended up being significantly more than the PODS quote. I was fortunate to have enough money in my debit account at the time the final Pack-Rat payment went through, but it would've resulted in overdraw charges from the bank if not for the happy accident of my having put extra money into my account for another purpose. My takeaway? Pack-Rat should specifically advise their customers to have enough funds in their accounts to accommodate up to 20% increase from the quoted price, in order not to be dinging their customers with bank charges. My initial experience with delivery of my container was fraught with difficulties. At first, the driver didn't think the truck & container would fit into the parking lot behind my new residence, so Jaice, my connection in the Franklin, MA Pack-Rat office where my container was sitting until it could be delivered, recommended I get a permit from the city to park the container on the street for a few days. The permit application was expensive & a bureaucratic nightmare, but Jaice was my lifeline through this Kafka-esque experience. When I couldn't get answers from City Hall &/or the Department of Public Works, Jaice found phone numbers & emails for relevant city officials, & even stepped in & made phone calls himself. When the city finally denied my application, he was willing to send a driver over just to see if by chance the truck & container actually WOULD fit into the back parking lot after all, & HALLELUJAH, they did! Everything was smooth sailing after that. In summary, lowball overall cost quote: BAD! Jaice in Franklin, MA office: GOOD! I can't in all honesty recommend Pack-Rat, but I think they'd be a good service if they were upfront about how their actual charges will be hugely increased from their initial quote. & I can't fault their handling of the container -- my Celtic harp & large mirrors all came through without damage. read more

Your website says you close at 10. I called to request access to my unit and was told that I can't come today. Okay that's fine. Was asked if I wanted to come during the week. I can't do that due to scheduling, so I asked if I could come next weekend. Just to be told that it's your 'slow season' so I can't come on the weekend?? Fix your hours on your website and Google instead of inconveniencing people daily. read more

Zero stars if possible for MA location!!!! Horrible horrible Service! The day our pod was supposed to be delivered, I had to call and request a time they were going to drop off. Never heard from them and was told they could not drop pod off because our driveway will not fit pod. (They googled this) but our driveway was big enough to accommodate the pod but they will not come out and see. Instead we had to rent a Uhaul and bring to their facility. Was told we will get a credit when called their customer service billing issue. Never got that credit. Ended up paying much more than what was quoted. read more

Date for delivery of my container changed three times. It ended up being delivered the day before Thanksgiving. I had relatives coming and needed beds for them (and myself) to sleep. I began the process on October 25, 2023. I had to then reschedule the movers who unpack the container 6 times which involved 11 emails and 18 texts. It was a nightmare that I did not need as moving is stressful enough. I will never retain their services again and recommend that you don't either. I asked for some sort of compensation for their incompetency but was not offered any. read more

My container was suppose to be delivered today, 3/11. At around noon and after not receiving any communication from Pack Ray, I contacted Pack Rat. I was told that my container that started in Washington, DC had not been picked up at the scheduled date of 2/28, rather it was just picked up on 3/10 and the container is currently in Philadelphia. Thanks Pack Rat for keeping me informed and my account status online updated! Now I'm hoping that my container will be delivered on 3/14. Who knows where my container is? read more

On 5/21/22 we reserved 2 storage containers that we scheduled to be delivered on 6/9/22. I was told we would get a call or email or text to let us know an hour before drop off time. On 6/9/22 by 1p I hadn't received any contact from the company so I called. The wait times were over 30 minutes. They said they didn't have an update and I should hear back and the my were going to put an ETA request in for me but that's all they could do. I called 2 other times on 6/9 and got the same response. We never received either container on 6/9 and never received an call from a single person. On 6/10 I called in the morning. They did the same thing - left a message with the dispatch center for an ETA. They said we didn't get it yesterday because their trucks broke down. Again we were assured we would be contacted at least 1 hour before they arrive. They came later on in the day but we never received a phone call and they only dropped off one container. On 6/11 (moving day - I had about 15 people at my house helping me) we waited all day for the 2nd container (which was already 2 days late at this point). Again - nobody called me - I spent another 1.5 hours on hold (while trying to move) to find out where it was. Finally they said someone would call but it could be dropped off anytime between 2:30-5:30p. I had to run out for an errand and on my way back I saw the pack rat truck heading to the house. I got there and asked the guy why he didn't call. He said his supervisor was supposed to. Then I apologized to him for having to work for the worst company ever. Then my brother noticed the door on the container wasn't facing the way we had requested it in our order so we asked the guy if he could drive down the street to a very large lot to drop The container and then reload it with the correct configuration. He said he would need help directing traffic to get the container in the driveway and my brother said no problem. The guy said he would have to call his supervisor to get approval for turning the container around. So he took off (we thought he was driving down the street to the lot to turn the container around). The guy NEVER CAME BACK! again I called the colony, waited on hold another 40 min to talk to someone and reported the incident. The driver said he never came back because someone got in his face. Only use this company if you don't care about wasting money and time. Worst customer service and worst reliability ever. Don't do it! read more

I reached out to Pack Rat to provide us with 2 containers for our move from Massachusetts to Florida. My wife and I have already moved South and this particular weekend was planned months in advance for this specific purpose. We had to be out of our home in Massachusetts since it was under contract. Here's where it went bad. Containers ordered to be delivered on Friday August 19th and picked up on the 22nd. Perfect window for my wife and I to clean out the house. We were flying to Mass on Friday night with the expectation of loading 2 containers on Saturday and Sunday and pick up on Monday. Our very good friend was gracious enough to be present when the driver arrived on Friday. The driver stated he couldn't drop the container in our 40' long X 40' wide driveway. Before we knew it, he left and said it couldn't be done. I tried to call the driver on his cell phone 3 times and no answer. Go figure! Anyway, after numerous telephone calls, nothing could be done. But, we did get an 'i'm sorry'. Now the mad scramble is on to find a rental truck. No uhauls available on such short notice but Penske had a truck in the Braintree location. Thanks to Ben! So, instead of taking 3 days to pack containers, we spent one day packing a Penske truck and I ended driving it South to Orlando. PACK RAT is a JOKE! I never say never, but I will NEVER recommend PACK RAT to anyone, EVER! If I could rate lower then 1 star, I would! By the way, weeks before, we had a 30YD dumpster in our driveway. See picture below. read more

1-800-PACK-RAT - This is where we had the 30YD dumpster dropped but the 16' pack rat container could not be dropped. HMMMM - Self Storage Near Me - Franklin, Massachusetts