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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that PODS - On Demand Storage, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for PODS - On Demand Storage, LLC include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 3 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||3|
Additional Complaint Information
On Demand Storage, LLC operates as a local independent franchise of PODS. Depending on the details and interactions involved in a customer's marketplace experience, either On Demand Storage, LLC, or the PODS corporate / franchisor office in Florida, or both, may be involved. BBB of Central Ohio and BBB of West Florida work together with the two businesses concerning customer experience matters as needed. BBB of West Florida maintains a separate Business Review on PODS which is available at http://http//www.bbb.org/west-florida/business-reviews/storage-units/pods-in-clearwater-fl-90007790
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Type of Entity
Corporation PODS - On Demand Storage, LLC is a Franchise business of Franchisor Pods
Business ManagementMrs. Adina Pelletier, Owner Mr. Marc Pelletier, Owner Mr. Bill Corey, Member Mr. Jim Henderson, General Mgr. Ms. Patty Katcham, Member
Storage Units - Household & Commercial Movers
Alternate Business NamesOn Demand Storage, LLC - PODS
Industry TipsMoving in Ohio, Movers, Q & A from the PUCO Renting a Self-Storage Unit - BBB Tips
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Additional Phone Numbers
- (888) 776-7637(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: On Friday January 31st 2014, Our POD was to be delivered to our new house between 8:15am and 11:15am, via email that i recived on Thurday Jan 30th. This didnt occur. I called PODS and they stated thathe time had changed. I was upset that i wasnt informed. The new time was between 12:00pm and 3:00pm. The POD didnt arrive till 3:50pm. This was a huge inconvience because i had someone sitting an waiting all day for this POD and lack of Communication was really upseting to me and my husband. On Saturday Feb 1st 2014 our movers opened up the POD to off load it into out new home and took out the first piece of furniture and saw a bunch of rodent (mice)feces and holes in my leather chair that they chewed and more than likely was in. The blanket that was covering this chair was covered in rodent feces and urine. I called the PODS customer service line and reported this right away. they gave me an incident report number #******, and i stated to the lady i wasnt going to go any further into the POD and i wasnt going to put any in my home. I did take some pictures as well of some of what i saw. We put the chair and blanket back into the POD and closed it up and locked it. The Lady from PODS instructed me that since it was saturday and the PODS place is closed on Sunday's that i should recive a call on monday. Well i never recived a call till Wedneday Feb 5th at 2:48pm from the Manager of the storage facility. He stated to me that he was in touch with the owners and they are suposed to be sending someone out to the facility to check and see if they have a rodent problem and then go from there. I asked about how long this was goign to take and he wasnt sure. This is a huge and i mean huge nasty problem. My family and i are sleeping on the floor because we have NO furniture , no nothing. This is quite a huge INCONVIENCE to me and my family. And PODS seem to be in no hurry to resolve this issue !!!
Desired Settlement: We would like a refund of the furniture that we are going to have to replace as well as the cleaning of the furniture that we dont have to replace as well as the cost of returning the POD to our new home from the storage facitity ($105.69)
Business Response: We have gotten with the customer and resolved the dispute. They were satisfied with the compensation that they received. Please close case. Thanks.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: POD was dropped off and could not be relocated to our new residence. We had to get a Uhaul. Still charged over $300. Refund request. The POD was reserved online on 10/25/12 and my account was charged $50. I scheduled the drop off for 10/26/12 at which time it was successfully delivered and placed in our driveway off the back alley. (all concrete) My husband and some of his friends loaded the POD with all of the contents of our rental home. We had to be out of the house on by the 30th so POD pick up was scheduled for 10/27. I am pregnant so could not assist with the heavy lifting and he had to travel for work early the next week. We went to our new home to wait for the POD delivery and received a call stating the POD was unable to be picked up and transported due to the angle and a stalled car we had parked in the drive (that was also present when the POD was dropped off.) So after a phone call and demand for pick up due to time contraints (this was not easy to accomplish) my husband and I met the driver later on Sunday to have the POD picked up. My husband and I actually put the stalled car in neutral and pushed it down the alley to provide room for the POD to be picked up. Again, he was unable to get the POD. The reason was not weather, it was not placed on grass, it was stated by the rep and clearly the angle. After this they said the next available pick up date would be Wednesday 10/31. We had to be out of the rental house on 10/30 or other charges were to be incurred. We then had to rent a Uhaul, unpack the whole POD and pack the Uhaul to move our belongings to the new house. This provided only one afternoon to move, clean out the house etc. and cost us extra because of pay for the Uhaul. After all of this they were later able to pick up the POD when it was empty, I believe Tuesday 10/30. I called and spoke with 3 different reps and was supposed to receive calls from a manager which I did not. I was never refunded and had to pay over $300 for a service that we did not only use, but that cost us more time and money. I spoke with a rep there that said the total they charged was around $320. They did not refund any of this amount. $186.95 of this was taken from my account on 10/29. They also charged for a month of storage. When questioned they said they did drop off the POD etc. and were going to charge us. Because of our rushed move we also missed out on the time needed to clean our rental house completely and missed out on $100 worth of our deposit refund.
Desired Settlement: We simply want a complete refund of $320 for the services we were unable to use, a payment of $50 for the Uhaul we had to rent and load and unload, and $100 for the deposit we missed out on due to dealing with this whole situation during our moving deadline.
Business Response: We have issued a full refund. The reason we could not move the Container as requested was due to a lack of height and width availability to retrieve the Container. Per section 8 of the signed contract ( signed online by customer at 10/23/12 14:39:12 ) it is the customers responsibility to ensure the Driver has adequate height and width to perform the job requested. We cannot assume any culpability for deposits or rental trucks, as we were not the party to break the agreed upon contract. If you have any questions or concerns, please call our office at ###-###-####. Thank you,
A full refund was not received. $50 was not refunded. The reason for failure to pick up was not because of any height or width difficulty as they were able to successfully drop the container off. All I am asking for is the final refund of $50 as this company cost us an additional amount in moving, time, and time off work to deal with. The worker that came out to pick up the container said he had never, in his 10 years of employment with the company, not been able to pick up a container. The amount of space allowed for drop off and pick up complied with the contract. I can go take measurements if necessary.
Business Response: The customer has been provided a full refund. Please ask The customer to check her most recent credit card transactions. Thank you,
I have reviewed the response made by the business in reference to complaint ID ******, and find that this resolution is satisfactory to me although it took many calls and this complaint to resolve. Thanks!
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: I was billed for moving blankets by PODS of Urbancrest OH - we returned all blankets - they were lost after they were under the custody and control of a PODS employee - I ****** not pay a charge for lost moving blankets
Desired Settlement: removal of $105.00 charge on my American Express bill
Business Response: I am in receipt of your correspondence concerning PODS customer, ****** ******. Mr. ******'s move occurred out of our franchise location in Columbus, OH. Mr. ******'s account is not owned by PODS Enterprise Inc and therefore we are not able to respond on behalf of the franchise. The account is owned by (****) Storage, LLC. Therefore, we request that this complaint be removed from the file of PODS Enterprises, Inc and forwarded to the Columbus, OH Better Business Bureau. The contact information for (****), LLC is: On Demand Storage, LLC Attn: ****** ****** Urbancrest, OH XXXXX Please forward confirmation that this has been removed from our file. Please do not hesitate to contact me directly at (727) XXX-XXXX with any questions or concerns. Sincerely, (****) Incident Resolution Administrator
Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) we returned the pads in the pod - we do not have them, they are not in our garage and the movers we used did not have access to the pod, so they could not have taken the pads. I maintain the pads were lost by the company after they were returned ( possibly they were removed when the pod was being refurbished - I am not sure of their inventory control processes). The company cannot prove the pads were not lost by them or their driver, but they are billing us because we cannot prove the company has the pads. I do not believe the pads are uniquely numbered - so they could have been put into a pile by their workers and were not accounted for by the company. I maintain we loaded the pads into the pod before the company removed the pod from our property and we are not responsible for the loss. Once the pod was in the company's possession, they have the duty of custody and control for the pads. I do not feel that I should pay this charge because we returned the pads with the pod.
Business Response: When a PODS customer rents moving pads, it is tracked in your PODS account. When the driver picks up your empty PODS rented container(s), he checks for the return of the moving pads (along with other items to check). They do have a check list and are required to report back to the office. I double checked with your driver just to be sure no mistakes were made. The moving pads were not returned. Once again, we are at an impass, this is why I am asking the BBB (a third party) to decide the resolution, and PODS ****** follow the instructions of the BBB. I would like to note, in fairness, your movers would have needed to have access to the PODS container to "move" your belongings.. and it is very possible they accidentally thought the moving pads were a part of their inventory.
BBB's Final Determination: Consumer accepted resolution offered by the business.