Complaints

This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODS Moving & Storage

  6791 28th Street Cir E Sarasota, FL 34243-4143

  
• 

  PODS Moving & Storage

  15635 Hudson Ave Spring Hill, FL 34610-7606

  
• 

  PODS Moving & Storage

  4050 Louis Ave Holiday, FL 34691-5600

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late March 2021, I made a long distance move using PODS MOVING AND STORAGE, account # *********. My household items were stored in 3 pods in the PODS Storage facility in ******** ** for 2 years until we removed it all and relinquished the 3 pods on Mar 29, 2023. We were told on that day by their customer service representative that we would receive a pro-rated refund for the unused portion of the final payment we had made, but we never received it and the company is refusing to cooperate. They say the account has been closed so they have no way to give a refund. Our monthly charge was $661.95, and we are owed a refund of approximately $400 for the unused portion of the final payment.

  

  Business Response

  Date: 07/21/2023

  I am in receipt of your correspondence concerning PODS Enterprises,LLC customer, *********************. All accounts and containers for PODS customers are billed on a month-to-month basis. The monthly billing of the container begins the day that we deliver to the customer and continues through to the day before the following month. Ms. ***** PODS brand containers were initially delivered to her in March 2021 and were emptied at  PODS on March 2023. PODS Enterprises, LLC has refunded the credit card on file for half the month of rental that was charged on March 2023. Please allow up to 72 business hours for the refund to post.
  

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20307070
  
  I am rejecting this response because: I have not received the partial month's refund they have said they sent to my credit card.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/27/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************.All accounts and containers for PODS customers are billed on a month-to-month basis. The monthly billing of the container begins the day that we deliver to the customer and continues through to the day before the following month. Ms.Bucks PODS brand containers were initially delivered to her in March 2021 and were emptied at  PODS on March 2023. PODS Enterprises, LLC has refunded the credit card on file for half the month of rental that was charged on March 2023, on July 19, 2023. Please allow up to 72 business hours for the refund to post. 

  Customer Answer

  Date: 07/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a *** that we loaded in ***********, ** in 2018. When I ordered the *** I asked that they be sure it did not leak, because the one we ordered in 2011 did leak, but luckily before we packed it. We had the *** delivered to a *** storage facility in Hyasttsville, ** in May of this year, and then had it delivered to our home in *************** on June 12th. When we opened it we noticed a bad smell, but werent concerned at first. As we started to sort through things to move into my daughters apartment, we found a good deal of water damage. I called them right away and they gave me a case number over the phone and said they will take care of a *** that has leaked. The representative on the phone also told me to photograph and video all damage. I got an email several days later from a ******************* advising me of what to do, but with no reference to my case number or customer number. Her phone number was listed below her name. I have called her numerous times to see if she has received any of my correspondence. I have emailed all of the photos and videos of the damage and asked questions, asked if she has received anything at all from me, and have asked her to please respond many times and have heard nothing from her. When I call, I am always sent to a message system and have never gotten through to anyone or had a call or email back.There is no way to get past PODs recordings when calling and it takes sometimes hours to get a call back. There is no direct way to access true customer service. We have had to throw away our matress, sofa, all pillows and lots of bedding that literally disintegrated in wet boxes, have had numerous pieces of art work, clothing and shoes ruined, pieces of furniture ruined from sitting on the floor of the pod which appears to have been wet several times. I am turning to you in hopes of finding a way to contact someone at PODs who will at the very least correspond with me through the process of some sort of settlement. *****************

  

  Business Response

  Date: 07/21/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************. A review of the issue
  that gave rise to this complaint is currently underway. On 7/12/2023, a claim form was email to Ms. ****** to complete.
  We will continue to work with Ms. ****** until the review is complete and will provide details and appropriate resolution
  accordingly.
  

  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely
  regret any inconvenience that Ms. ****** may have endured. PODS Enterprises, LLC prides itself of its quality customer
  service and I regret that Ms. ****** feels they experienced anything less. We sincerely apologize for any instance where
  a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than
  satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take
  appropriate measures to address their comments.

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home at ************************************************************. The previous owner had a POD ordered and filled it and abandoned it. I took possession of house 2 months ago. I have tried for over a week every day to contact PODS to get it moved. It is not my POD . POD #**B51. I have reached someone once and was disconnected after I told them what I wanted. Pressing 1 to get a call back that has not resulted in a call back the last 10 times I called . I am currently on hold (72 minutes this time) I have emailed and left note on ********* I can not contact anyone at PODS. Text msg for Help at MYPODS says this service is not available. When I emailed they sent me a quote for a POD. HELP please.

  

  Business Response

  Date: 07/12/2023

  I am in receipt of your correspondence from *********************** concerning our PODS customer.    On July 12th, ************ to discuss the issue was initiated with *********************** about the container on site.    We look forward to working with *********************** toward a resolution.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that ***** ******************* have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *********************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20305075
  
  I am rejecting this response because: They said they would pick up container 7/13/23.  This was the second no show to pick up the container. I am not a customer of ********************** and the form letter response was of no help. I still have a POD sitting on my property blocking access for construction workers.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/14/2023

  We have reached out to our PODS customer and our local management team in regard to ************************* complaint in order to have the issue resolved.   On July 14th, 2023 our PODS advocate returned the call from an individual who advised they were calling on behalf of *********************** and the container being on the property we currently await their response. 

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 203
  I am rejecting the complaint because they missed the 3rd pick date they gave of Saturday. I also have spent hours on hold trying to get this resolved. I talked to several people who said it would be picked up and it wasn't. ************************* is the only employee at the company who listened an handled the situation. Within hours of talking to her the *** was moved. Please give her praise for doing a great job. I spent about 5 hours total on hold over a 3 week period trying to get the *** moved and she handled it in minutes. I would like to be compensated for my time and for the 2 months the *** was illegally parked on my property ( I didn't order the ***) It also held up construction on the property because the *** blocked access to the back yard. The response they sent sounded like an advertisement for the company and nothing in it got the *** moved. That was me holding online until I finally reached ******************. They didn't reach out to resolve the problem as they said they would in the email. No apology was ever offered. They did send me a quote for a *** to be delivered to that location......Because they didn't read the email which requested removal of an illegally parked ***. So I reject their letter that they do everything to make customer happy. Text messaging system is laughable. I saved those if you would like to see. Every time I called there was over a 30 minute wait and usually closer to an hour.If I took the call back option 75% of the time there was no call back and the other 25% they said they would handle it and didn't.

  Sincerely,

  ***********************

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They basically lied and told me that my pod would be coming with me down to ******* ********* so I hired somebody to come to meet the part to ************* off the part but it wasn't in ******* ********* they took my pod back from ****** ********* to ********* which I don't understand cuz I'm going down south now they're talking about they ain't going to move my pod they took the locks off my pod they saying they took pictures of my stuff and if anything is missing off my pod I'm going to prosecute to the fullest all my stuff on there is brand new and Amazon will back me up and so will my nurse and so will my practitioner nurse and so will the people in ********* cuz they know what happened so therefore I want money for pain and suffering and stress about my pod I'm in ******* and then they they giving out false information and every time I call they tell me a different story about the pod so my nurse called and made a police report

  

  Business Response

  Date: 07/14/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. A review of the issue that gave rise to this complaint is currently underway. ****************** has been assigned a PODS Advocacy Representative and has been contacted to advise of the assignment and provide contact information while the review proceeds.  We will continue to work with ****************** until the review is complete and will provide details and appropriate resolution accordingly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ***************** may have endured.  PODS Enterprises, LLC prides itself on its quality customer service and I regret that Customer feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 08/09/2023

  Complaint:

  They got me blocked to even make a payment on my account they keep telling me different stories about my account I called the police to make a police report to report all my stuff stolen on the part because I have receipts for everything on the Pod she just keep telling me different prices to get my part down here first it was **** first it was **** then it was **** like how many times are you going to switch the price I want my stuff back

   

  Desired Resolution:

  Refund

  

  Business Response

  Date: 08/09/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. On 3/3/23 Ms. ******** account status was incorrectly changed. On 7/17/23, PODS corrected the status and approved the transit to be scheduled to ship the PODS container. ****************** then disputed the transit fee stating she was under the impression she has been making payments on the move. However, the payments being made were for the rental of the container. This was reviewed and was deemed as no error found as ****************** was advised of the rental fee and the transit fee and that the moves would be due according to the dates they would be scheduled on.
  
  PODS came to an agreement with ****************** reached an amicable agreement involving a Customer Satisfaction credit for the transit fee as a resolution to their claim.   We are currently awaiting the return of the documentation to enable the credit and *************, the refund will be completed, satisfactorily resolving the issue.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ****************** may have endured.  PODS Enterprises, LLC prides itself on its quality customer service and I regret that ****************** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer Answer

  Date: 08/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20303713
  
  I am rejecting this response because:

  Pods.com keeps locking my account for what I been making my payments. I want them to finish the job.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/20/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. ***************************** rental fee is due on the 11th of each month. The rental fee was due on November 11, 2023,was past due until December 11, 2023. The rental fee that was due on December 11th is currently past due. When an account goes into a past due status the account gets locked, and the customer does not have access to their online account. For the account to be unlocked **************** needs to pay the past-due balance on the account.
  

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20303713
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/21/2023

  The company's been lying since day one they told me to pop was supposed to come down here with me to representative told me they never gave me a breakdown of any payment of me paying no $200 and something a month for a pot because the pot was supposed to come down here with me I've been paying 256 a month then she took it down to 211 then she told me it would be **** to get my part down here then she told me once the pot got here it would be **** and I have never missed a payment and I got caught up with my payments which was $516 I have receipts for all my payments so I'm not behind on anything they've been blocking me every month they do this they block me so I can't make it payment and I believe they blocked me so they can try to keep my stuff why would I not make a payment and everything on the part is brand new and I got receipt of everything on my part that's brand new everything ************ new is inboxes then somebody call and told me that they opened my stuff and took pictures of my stuff and they were going to auction my stuff and I asked her why would you go on the Pod and open my stuff and take pictures of it that's against the law when you didn't contact me of any of this they never gave me a breakdown of nothing all she gave me was the contract saying the amount to get the part down here that was it when I shouldn't even have to make a payment when you told me that my pot was coming with me when I left out of my door you told me to the pot will be on his way down to ******* to ******* ********* and I told them I will meet them in ******* ********* at the storage place which I gave them the storage address but my part never came

  

  Business Response

  Date: 01/04/2024

  As noted in previous responses, ************************* was presented with a resolution offer to the claim.   PODS is a month to month rental.   ******************* PODS account currently does not have a lock on it and is clear for any scheduling on the order that ************************* needs to have accomplished with our PODS customer service team. 
   
  
  

  Customer Answer

  Date: 03/13/2024

  Complaint:

  I booked my container to come down on March 1st ******************************* told me that she was giving me a discount it's been since March 1st I'm ready to book my part to leave to come to my house and nobody has contacted me yet on the email to book my part to come I don't know what's going on and they're not answering me

   

  Desired Resolution:

  Delivery

  

  Business Response

  Date: 03/14/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. On July 22, 2024, PODS sent a release form to ****************** in order to apply it to the order. The case was closed on August 14, 2024, due to ****************** not sending the signed document back to PODS. On March, 14th 2024, ****************** sent to the signed release form back. On March 14th, 2024, the discount was applied to the order. 

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 20303713
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 20303713
  
  I am rejecting this response because:

  I am trying book my pod for delivery.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/28/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. Upon review of ********************** account we found ****************** called on March 21, 2024, to schedule the shipment of the PODS container. ****************** provided a different zip code from what she originally booked her order. PODS pricing is based on zip codes and exact addresses, due to this the shipment fee went up a bit based on the new zip code pricing for the PODS container. On March 22, 2024, PODS attempted to receive payment for the shipment fee however, the attempts were not successful. On the same date in the morning, PODS sent an email and left a voicemail for ****************** to advise of the possible cancelation if the payment was not made that day. PODS has not received any communication ****************** to date to schedule her transit. 

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 20303713
  
  I am rejecting this response because:

  I made a payment last month on the 4th 12th 2024 to paws.com and Clearwater Florida the bank said they got the payment they keep saying they ain't get the payment the bank gave me the numbers for the transaction and they keep saying they didn't get the money and keep trying to charge my account both cars and trying to take money out of that account so I called the police and told the police what was going on that they're trying to steal money out of my account when I didn't tell them to and they did get the money because I called the bank today which is Saturday May 4th and they did get the money so I don't know why they're trying to say they didn't get the money.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 20303713
  
  I am rejecting this response because:
  

  I've had them what a credit card and they just keep trying to take money off my credit card and they keep changing the price of all getting my part down here when she told me it would be 15 00 now it's in change to $1,800 and the bank said the payment was being processed and I gave them the numbers that the bank gave me for the transaction and now they just keep trying to take money out of my account which I just paid it with that credit card I didn't mean for them to keep taking money off the account and then the customer service act like they don't know what you're talking about they don't understand what's going on when y'all lied to me and told me my part was coming with me a year ago and it didn't come nowhere down here like why would you take the part back from ****** ********* to ********* what's going soon and I told you I was going down south and I needed it to go close to *********************** and now they just keep trying to take money off my accounts and I don't appreciate it first day was charging me $256 a month now it's $211 a month I mean like for the part then they didn't explain everything to me correctly about the part I thought the part was coming with me and this is really getting on my nerves when I had the money to pay for it to come down here she told me 1500

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/22/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************. Due to unforeseen circumstances, the fee quoted to **************** has been updated. I would like to assure you that this issue has been promptly addressed, and as of March 28,2024, the quoted amount of $1586.88 will be charged once **************** schedules the transportation of her container. This amount is reflected on ****************** order documents, which she can verify via her PODS website. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are further inquiries or additional information is required, please feel free to reach out.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 20303713
  
  I am rejecting this response because:

  The company keep trying to charge my credit card now my card don't work cuz they keep trying to steal money now I can't use my card to pay none of my bills I'm going to have to make a police report on them.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We initially rented 3 PODS for 1 month and were appropriately billed for the 1 month of storage and the cost of delivery; and we had PODS pick up the containers on time. For the next 7 months, however, PODS continued to bill our credit card for a monthly storage and insurance fee in the amount of $342.45 for a total amount of $2397.15. I reached out to PODS, and they did acknowledge the error, yet they only credited me $1734.00 (which is only 6 months of rent and does not accout for the insurance charged), yet this is $663.15 less than what they erroneously billed. Since then, I have repeatedly called and asked for clarification, and for the $663.15 amount to be appropriately refunded, but PODS has not responded to my phone calls or emails. I am attaching all invoices for review and hope the BBB can get some sort of response or explanation from PODS.Thank you for your help.***************************** ************

  

  Business Response

  Date: 07/21/2023

  I am in receipt of your correspondence concerning PODS customer, *****************************. As of June 22, 2023, we have refunded monies and resolved all concerns with ************************ to his satisfaction.
  

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20303375
  
  I am rejecting this response because:

  PODS only refunded $1734.00; but they wrongfully deducted $2397.15.  They owe me the $600+ difference.   
  

  a simple review of the invoices billed & the amount refunded clearly shows the discrepancy.  

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/27/2023

  I am in receipt of your correspondence concerning PODS customer, ********************. As of June 22, 2023,  and June 30, 2023, we have refunded monies and resolved all concerns with ************************ to his satisfaction.
  

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20303375
  
  I am rejecting this response because:

  All has been credited back, except $289, which is 1 months rent.  I am appreciative of what has been credited back but still believe I was billed for an extra months rent.  I had the containers for less than 30 days & was billed for that rent in my initial invoices.  I should not have been billed an extra months rent.

   

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/28/2023

  I am in receipt of your correspondence concerning PODS customer, ********************. As of June 22, 2023,  and June 30, 2023, we have refunded monies and resolved all concerns with ************************ to his satisfaction. 

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20303375
  
  I am rejecting this response because:
  

  PODS erroneously billed me for 7 months of rent; and to this point has only credited me for 6 .  I am still due $289.  It should be relatively easy to review the attached invoices & see what has been corrected & what is left to credit.  I apologize for being difficult but this was not my error & I do not believe I should pay for the PODS billing error.

   

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PODS is repeatedly attempting to charge my credit card for services that I cancelled, IMMEDIATELY upon the container being dropped at my location (I have a video of their driver picking up the EMPTY container that I instructed him to NOT take to a storage facility, but TO RETURN TO THEIR EMPTY CONTAINER LOT!) due to their continued failure to correctly set up the container logistics related to my online order.I spent the entirety of June 30th AND July 1st making every possible effort to SPEAK TO A LIVE AND KNOWLEDABLE REPRESENTATIVE! No one answering phones, automated email responses requesting confidential customer information be emailed versus placing a phone call to resolve the issues nor helping customers via online chat (supposedly due to a lack of personnel ~ which is not the problem of the consumers).BUT CLEARLY, the company billing **** is fully staffed, 24 hours as PODS' attempts to steal monies that are not due to them, typically during the early hours of the morning (1AM PST/4AM EST) as evidenced by the 10+ declines from my financial institution (who I have made fully aware).I have valid, documented proof of all facts and will happily provide, if necessary.If this matter is not satisfactorily resolved NO LATER THAN MONDAY, JULY 31ST, I will seek legal remedy.

  

  Business Response

  Date: 07/14/2023

  I am in receipt of your correspondence concerning PODS customer, ****************************   On July 12th,  2023, our PODS advocate spoke with *************************** to address the experience with PODS service.    We are currently working with *************************** to reach an amicable resolution.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that *************************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *************************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20302572
  
  I am rejecting this response because:
  ******************,
  
  $292.32 is still not acceptable!
  I am willing to make the following concessions based on this fiasco, caused by YOUR company AND NOTHING MORE!
  $49 Container delivery to my location on 6/30
  $49 Container pickup (*container was returned EMPTY and was NOT USED*) and returned
  * I have video proof of the fact that your container, when picked up from my location, was EMPTY and that your driver was instructed to return the EMPTY container to PODS facility for empty containers and NOT THE LONG TERM STORAGE FACILITY IN **********, ********** as ERRONEOUSLY documented
  The total that I am willing to pay out to you is $98, and that is being fair considering that I NEVER agreed to ANY of your final pricing (I was never provided with an accurate accounting of anticipated charges AHEAD OF THE CONTAINER BEING DELIVERED)!!!
  As previously stated, due to the multitude of PODS failures, I WILL NOT COMPENSATE PODS ENTERPRISES LLC for ANY services that were not utilized because I lost complete confidence and trust in a business relationship with a company that is unable to fully manage its processes from beginning to end.
  
  ***************************

  

  Business Response

  Date: 07/19/2023

  On July 17th, 2023, our PODS advocate advised *************************** that after billing adjustments we would be providing a customer satisfaction credit to clear the balance on the account.    Our advocate also provided further clarification on July 18th, 2023 to *************************** that there would be no charge and the outstanding balance on the account would be cleared to zero.   PODS considers that the matter has been resolved amicably. 

  Customer Answer

  Date: 07/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have confirmed, via the Invoices section of PODS.com, that the statements below are true and that the account is reflecting a zeroed out balance.

   

  To close the loop on this matter, I have advised the Better Business Bureaus that the above referenced case/complaint may be closed, now.

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/10/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a PODS customer since 2020. I hit a rough patch financially and was behind on payments and was told my container was preparing to be sent to auction. I was able to pay my balance off in full and have made monthly payments ever since - almost a year now. I was told my container can no longer be shipped and I would have to pick it up, but no one has been able to tell me why. If I have paid my balance and am continuing to do so, what risk does that pose for PODS? Conveniently, when I attempt to view my rental agreement online, I receive an "internal error". I tried contacting PODS on ******* and they were responsive, but when I asked for a copy of my agreement they mentioned having to get the info from a senior associate, although I was able to provide my account number and PIN that they asked me for for verification. I fee like I'm being given the runaround and as if PODS would rather milk money from me monthly since they know it's an inconvenience to come pick my POD up since I'm 14 hours away. At this point, this feels like highway robbery! A customer is WILLING to pay you money and they simply refuse for a reason not a single person has been to explain to me. If my falling behind somehow breached my contract, at least make that contract available online for me to see?! Is that so much to ask?! Conveniently I can also see all the other documents on my account. I need answers. Please help!

  

  Business Response

  Date: 07/11/2023

  I am in receipt of your correspondence concerning PODS customer, *********************************. As of July 11, 2023, we have resolved all concerns with ****************** to her satisfaction.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20301985
  
  I am rejecting this response because the rep I was speaking with is no longer responding about issue. Upon response received Ive been made aware of a misstep on PODSs end which has forced me to incur $1,224.93 unnecessarily. I was told that accounting shouldve been contacted to remove a lock on my account which they did not until being made of my complaint made here. That never happened, and I instead had to pay monthly storage fee. Since they unlocked my account Tuesday, my account will now allow shipping to my location for a ~$2,008.
  

  Upon discovering this, I proposed having my new shipping costs offset by the balance I have paid in monthly payments as a result of the lock on my account and being unable to ship. I have not heard back since and dont feel that this issue is resolved. I think its only fair to pay the difference to shop now since the lock not being removed immediately after payment was fulfilled was a misstep on PODS.

  Of note, I still have not received my original contract which I requested. I can view every other document on my account except that one.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/21/2023

  I am in receipt of your correspondence concerning PODS Enterprises, Inc.customer, *********************************. Per our previous response on July 18, 2023, and July 21, 2023, a complete review of ******************** account, ************************** position remains unchanged.  

  Customer Answer

  Date: 07/25/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  Original complaint here: #********, as upon speaking to PODS rep, I received new information. Now, I am seeking a store credit in the amount of my monthly payments since November of 2022. I recently filed a complaint, but PODS has not been consistent with communication. In 2021, I fell behind on my monthly payments and my storage was scheduled to be auctioned. I was able to pay my balance to prevent that. However, PODS then told me that my container could not be shipped - only picked up. I am a 15 hour drive and this is not convenient, hence why I ordered my POD to be shipped in the first place. Anyway, after trying to speak with customer service on several occasions to ask why my POD was unable to be shipped given that I had paid my balance and was still a customer, no one could or tell me why. I felt like I was being forced to pay monthly since having to go pick it up was an inconvenience, but I've had no other options to pick it up. So I've paid every month since last November. Earlier this month I tried calling again to ask why I could not ship my POD, and yet again, no one would tell me. So I filed a complaint here and was contacted the next day on 7/11/23 by PODS rep ***************************** who told me that she had removed a lock on my account that should have been removed after I paid my balance off last November, but for some reason had not been removed. My new charge to ship my POD will be ~$2008. I am simply asking to have my monthly payments that I've paid since November as a credit to my new shipping fee since I was told that the lock that was on my account should've been removed when I paid my balance off but wasn't. I was also told that my new monthly fee will be 224 when I have been paying 174 since November. I have not signed a new agreement and PODS has offered very little context or follow through. Please credit my account so I can be done with this nightmare of a company!
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/28/2023

  I am in receipt of your correspondence concerning PODS customer, *********************************. At this time a review of ******************** account and a credit has been offered. We are awaiting ******************** response. 

  Customer Answer

  Date: 08/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I'm not completely satisfied with the presented "resolution", I am very much ready to end my dealings with this disaster of a company and will accept their "discount" (money rightfully owed to me and they know it; via their admittance on the phone on 7/11 that they made a mistake) to be able to have my storage delivered. It seems the only way I am able to receive any response is through you. Thanks.
  
  *********************************

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My PODS id is ********* and my order number is ******* .I stored a POD in *******, ** (55 Admiral *********************** Way,94607) on September 30, 2021 as I was moving in with family and did not need to keep my apartment. I knew I would be relocating to ******* but did not know the exact date so I left it in storage until I had a final plan. In May 2023 I knew I would be moving though I did not have a final address. In anticipation of the move to ******* I paid ($6400) to have the pod shipped to ******* (*************************************************************************) 5/23/2023.I am now making my final move into new apartment on 7/17/2023. I called on 7/09/2023 to schedule delivery to the new address. After waiting 1.5hrs on hold I spoke to representative who said the account was under maintenance and could not be accessed and I would need to call back the next day to schedule the drop-off. I called the next morning (7/10/2023) at 9am. The on-hold message said it would be 10min to speak to a representative but after 1.5hrs the call was not answered and I had a work meeting so I had to hang up. I called back at 3pm on 7/10/2023 and was on hold for 5hrs but the call was never answered. My wife also called to the reservation line at 6pm and the call was answered in *********************************************************************************************** to someone else. When I asked who, he said it was listed as ******* which was confusing as the pod should be in Chicago area. He then connected me to a number that seems to be the same general switchboard that I have been waiting for before (same music and messages). They said it would be a 10m wait but I waited 1.5hrs. When it reached the closing time for the switchboard 8pm central I hung up as it seemed highly unlikely it would be answered. I am very concerned about being able to arrange my delivery in a timely manner as I it is a hi-rise and I have reserved the elevators for move-in on 7/17/2023.

  

  Business Response

  Date: 07/11/2023

  I am in receipt of your correspondence concerning PODS customer, *************************. On July 11, 2023, contact to discuss the issue was initiated with ****************** in order to address his scheduling and delivery concerns and work on a resolution. 

• Initial Complaint

  Date:07/10/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Military move Weight tickets needed to be reimbursed by the government for the move. On 5/5 the empty container was weight and weight ticket was provided to profile. On 5/8 full container was picked up and weighed again. No ticket was provided but was charged. Service member is now unable to be reimbursed. Company has been contacted twice in writing for this weight ticket request. Unable to speak with an agent on the phone Im now here to request either the weight ticket be uploaded in order to complete this move or reimburse me since you since PODS broke their part on this contract. The company charged and received a $59 dollar payment that they have not delivered on. Thats called theft.

  

  Business Response

  Date: 07/14/2023

  I am in receipt of your correspondence concerning PODS customer, ****************************   On July 11th, 2023,  our PODS advocate attempted to reach ****************************  On July 13th, 2023, our PODS advocate spoke with *************************** who confirmed the weight ticket had been received and no further assistance was needed.   PODS considers the matter as resolved.  
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that *************************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *************************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 07/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I signed up for pods I was in the process of trying to sell my home and relocate. I now am being told after hours/days/weeks trying to resolve this, they wont deliver until November. I need my things delivered in August! They told me slow season starts in August. No one is handling the warehouse in ***************, to work with me to help get my PODS delivered. My new home is only 2 hours from the storage facility. They are trying to hold my things at a rate of extra $3,000 in storage fees by holding until November. Everything I own is in the pods and I need my things delivered in August 16, picked up august 23 to avoid another month (s) storage fees. NO ONE IS ACCOUNTABLE AT PODS!!!!

  

  Business Response

  Date: 07/12/2023

  I am in receipt of your correspondence concerning PODS customer, ********************************    On July 12th, 2023,contact to discuss the issue was initiated with *******************************  in order to address the change of zip code for the move and work toward a resolution.   We currently await Leaette Yrachetas response.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *******************************  experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20299320
  
  I am rejecting this response because: this was a non response standard boiler plate apology . Im TIRED of apologies, 
  Waiting on phone for hours, calling day after day. Filing my BBB complaint was the only way I got anywhere. The manager at **************** OR WAREHOUSE was supposed to get me on the schedule for august, but that hasnt happened yet. I need delivery of my PODS on august 16 2023 and picked up august 23, 2023, 

  They are not waiting on MY response, Im STILL WAITING ON THEIRS 

  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/14/2023

  Our PODS advocate spoke with ******************************* on July 12th and  July 14th, 2023 as to the parameters of an extended delivery to ***************** new destination zip code or unloading at the destination storage center.   We look forward to working with ******************************* as to whichever option would be best in regard to the move

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20299320
  
  I am rejecting this response because:  

  Theyre option was to drop the pods off on Halloween day only let me have three hours to unload to huge fully packed pods and then take the pods away. The cost was going to be much more to only go two hours, then to go from ***** to ******, which is highway robbery at its finest. This basically is a non-response as the price is ridiculous. Also to wait months and keep paying a storage fee of 565 is not doable either when my things could be delivered and avoid those fees, this is the worst service a business could possibly offer it has caused me so much stress that I have had health issues because of it. The only thing that I can do at this point is hire movers and pick it up at their storage which is what they have forced me to do with unreasonable pricing . The manager at this pods storage facility needs to be dealt with, and a complaint filed against this business. They have basically held my stuff hostage to ours is a completely reasonable area to deliver to and for them to keep saying they dont deliver there when they actually will deliver there at the point of only when they get around to it  to deliver on Halloween is an unreasonable day as I was unable to find any movers willing to work on that day or even able to unload two giant pods in three hours. when they signed me up, it was not any problem to go anywhere. They said just let me know, and this has been a nightmare of an ordeal to say the least. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/18/2023

  PODS review of this issue has confirmed no error on PODS part. The customer booked an order with ********************** with a destination zip code of ***** ***********, **. This zip was serviced and had no issue. On 7/10, the customer requested to change the destination zip to ***** ********, ** which PODS does not service. A request was made to our local facility to see if the extended delivery could be facilitated. The location agreed to the delivery however, could only accommodate the delivery during our non-peak season which did not fulfil the customers request of delivery in August. There were other stipulations such as the need to unload same day which were also not to the customers satisfaction. The customer ultimately decided to decline the extended delivery option and will unload the container at our facility on 8/18/2023.  Unfortunately, this was an issue where details of the move changed and PODS was not able to accommodate the change to the customers specifications.