Pack Rat, LLC 1800packrat.com 1-800-PACKRAT,LLC TRICK CANCELLATION FEE, Moving Pod never delivered, Company took unauthorized money from bank account Nationwide

My mother is 74 years old.  She discussed the delivery of one moving pod unit to her home in Michigan.  The delivery was set for 7/29/2016, however that delivery never happened. 

The company did take $500 from her bank account on 7/27/2016.  My mother is a senior citizen living on social security only. Her social security had not come in yet, so this charge caused an overdraft on her account, for which the bank charged her $34.  My mother was never informed this money would be taken from her account, or she could have told them this date would not work for her. 

My mother was in the hospital from 7/21/2016 until this past Tuesday having knee replacement surgery, with complications. She made arrangements for my sister and her husband to take vacation from Florida to come pack the unit while she was having her surgery so she could move in with me in Arizona. I took vacation this week in Arizona to unload her unit when it arrived here. None of my mother's belongings have even been loaded yet, because the moving unit was never delivered. 

On Wednesday this week my Mother contacted the company and spoke with Nelson. Nelson confirmed that my mother never cancelled the order, and that their company never tried to contact her regarding the delivery or delay of her unit.  Nelson only offered to cancel the order, refund $250 of the funds they took from her, and keep the other $250 as a "cancellation fee". There was never any cancellation fee mentioned before. The company does not mention a cancellation fee in their Terms of Use on their Website either. 

Now my mother still needs to move, but she has lost all her help as everyone is out of vacation time. Nelson gave my mother the name of David K at 855-202-3901, ext 3101 but every time we try to reach him someone else answers his phone line. My mother spoke with Dan on Wednesday who told her David K would call her back, but no one called back.

Dan also told her not to worry because their company was owned by Lowe's.  He must have told her that to try to give some sense of security, but I cannot find any record of that company connection.  My mother still needs to move, but now this company took a large chunk of her moving money even though they defaulted on their end of the arrangement by never delivering the unit. Now it is too late.