1800PackRat, David, Eric, Travis, Kent. Joe, Lying, fraudulent, manipulative, scammers Nationwide

Letter to their Senior vice president, Mr. Burati I currently have three shipping containers with you. When I first contacted your company I was looking to support the "little guys". We had previously used PODS and had been satisfied with their service but thought we should look around and see what else was out there. Speaking to your sales associate I was fairly sold on the Idea of "better costumer service, better quality and better pricing" I should have known better than to think the sales associate would be honest with me.

As we prepared for the move things seemed to be moving along well with the company, when we needed to change the drop off date there did not seem to be any problems. We were excited to support a growing company I'm all for supporting the smaller/ growing businesses. Then moving day arrived, we had the containers dropped off without a glitch. My husband and I were on our 13th move in 11 years so of course we had everything ready to move right in to the containers We moved quickly and had them both filled in a couple days.

Being in the military and moving so often we have to keep things moving and on a schedule. We had arranged for your guys to come get the containers on a Thursday (just three days after the drop off) and we planned to start our trip out of town towards our new destination on Friday. We had booked our hotel and only through Thursday night and had other reservations to meet along the route to Houston (our destination) Now the trouble begins. When the gentlemen came to pick up our first container, we were told we were over weight, okay, first of all I don't know how you expect people to be able to weigh 6000 lbs worth of household items and come out right on target. After talking to the local manager and relaying messages back and forth between him and the truck driver, (because apparently they had no way to communicate) explaining and re-explaining, and a whole lot of stress and extended babysitter payments he was able to work things out because it was not over by much.

We thanked him greatly for that. Next, they came to get the second container which was also over the weight limit, only this time they would not make an exception. Let me just note that on our move with PODS, they were able to accommodate us with the added weight I think because they know how ridiculous it is to expect anyone to be able to weigh 6000+ lbs. worth of household goods. At any rate your company refused to take the container and forced us to rent a third one. We had to make arrangements for more time with babysitters for our kids in a hotel that was not going to be able to accommodate us any longer because we were supposed to be out and on our way and they were booked up. We than had to stay on the phone with your company to arrange a third container because the local office could not make reservations. By the way your call back service that you advertise on the phone does not work.

While I was unloading five thousand lbs from your container I tried to use it twice and no one ever called me back either time. I finally called a third time and got right to a young man so apparently you all paid no attention to my "place in line". We were able to get a third one scheduled but at a cost. Had we gone through PODS there would not have been a need for a third one and therefore our cost would have been cheaper and one of the selling points your sales associate made was that you beat out PODS price. Well not now, you are a very sneaky company who manipulates costumers into believing you are all you claim to be and than screwing them over once it is too late to back out. Now you had us we were stuck, My husband and I had to move five thousand lbs. out and than into a third pod in a matter of hours. I will say that the Las Vegas people were at least trying to make things work for us. Now we thought things couldn't get any worse even though we had spent hours of phone time working things out and thousands of dollars more with your company than we would have with any other company. We tried to look at the bright side of things, at least the worst was behind us. We continued on our trip, paid the full amount and continued to have you hold our containers for the foreseeable future. Of course the trouble did not end there. We were over charged on our rent for the first, second and third months of storage. I had to speak to at least five or six people every time and every time nobody seemed to be able to help me out always transferring me to another department or to some random voicemail of someone who never seemed to be able to call me back, every time I was transferred I would have to re-explain everything because there seems to be no communication in your company as well.

After hours of explaining and re-explaining and calling back and waiting on hold I was able to get it resolved, only to have to repeat the process over again the next month. There is only one person in your entire national company who can fix billing problems, Joe Lopez, and then only during the week. People must not move on the weekends in your company's opinion. I have been completely convinced of this company's incompetence, lack of service, and manipulative nature. I see now that your trick is to lure people in with promises of amazing costumer service and 100% satisfaction guarantee, only to trap them and run them around through your service department until they give up and just hand over their money to you. Now amidst this chaos, my family has had our own challenges and instead of taking the job in Houston where all our stuff is in storage we had to move on a job in New Mexico. Now, for most moving companies( in fact all that I have talked to excluding you) It would not have been a big problem, they would just add another destination and we could have had our stuff at our new location. Of course with your company it seems to be a huge problem, not only are you unable to deliver to any area besides Albuquerque but you ( now that we have no way out) are charging my family almost twice the price per mile as we were charged for the trip to Houston.

You also refuse to refund a service that we did not use but were charged for, claiming that you only made an itemized invoice because we requested one. That seems to me a lot like falsifying documents. It shows on my invoice that your company e-mailed me that we were already charged for the delivery of the full containers to our new home as well as the pick up of the empty containers after we were done with them, neither of which have even happened nor will they ever as we don't plan on having a home in Houston. Apparently your company thinks is it okay to lie on a document that a military member requests in order to give it to the Federal Government.

Pretty sure that it would not look good for you all in a court of law. In addition to all that just as I think your David Knecht, might be able to help me with this situation I am once again disappointed. I spoke with him on Wednesday the 26th of August and he assured me that he would do his best to try to fix the problem and that he would call me back the next day 8/27/15. In our conversation I repeatedly told him that my internet access was less than ideal and to please call me, he even asked at one point if an e-mail would be better to which I answered NO, it would not be better, he assured me that he would call me personally and that if he I missed the call that he would be sure to leave his personal number so I would be sure to speak to him directly.

I waited all day for his phone call. Of course he lied, which seems to be second nature to your employees. He did, (even though I specifically requested he not do) at the end of the day send me an e-mail which basically told me that he could do nothing for me and that I was wrong to believe the charges spelled out on the invoice meant anything. That the invoice is only itemized for show but have no bearing on the actual costs for each item so he didn't have to refund us for actions/services not performed. He is "unavailable" when I try to call him and it seems he is avoiding me and is incapable of dealing honestly with an invoice discrepancy.

An invoice, mind you, that is now being used by the Federal Government as justification for a military move reimbursement; it is not for show. Now I am stuck in the same situation, nothing resolved, I am still overcharged $780 and our stuff is still stuck in Houston and we can either pay double with your company, or lose a week of work, hire a babysitter, drive to Houston, unload and reload all of our stuff and drive it out and unload it again. All because we used you instead of PODS. I am asking you to please live up to all you claim to be and give us back our money and if you will, go the extra mile and help us get our stuff. Sincerely, Very Unsatisfied Costumer