Complaints
This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,560 total complaints in the last 3 years.
- 397 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/10/2023
Type: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.
The local company Pods in ********** ** damaged our driveway during pickup or delivery. The former tenant contracted with the company for services and have since vacated the property. We are trying to file a claim for damages and have not been able to get a response from their damage claim department. They will not provide the name of a supervisor or email contact so that we can proceed with our claim.
Business Response
Date: 07/12/2023
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 *************************** 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: 07/13/2023
Complaint: 20297460
I am rejecting this response because:The representative at the advocacy team refuses to change the name on my case to my name, ***************************, in spite of the fact that the damage in the claim is to my property. Below is her email to me from July 11, 2023.
How can I expect that any resolution from this case will reach me if the name on the claim is incorrect?
The information requested by ***************** was provided by me, not by the incorrectly named person.
Sincerely,
***************************RE: [EXTERNAL] Re: Status request #******** POC ***************************
Good morning,
Due to ******* being our customer, the name on the claim will stay the same for reporting purposes. Moving forward, I will work with you to get this issue resolved.
As far as a written statement, I would need to know what happened and what was damaged on the property.
*****************************
Customer Advocacy Specialist II Office of the Executives
e | ************************************
p | ************Business Response
Date: 07/21/2023
I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, ***************************. Per our previous response on 7/12/2023, a complete review of ******************************* claim was completed, and the resolution therein was deemed appropriate based on the facts of the review. A denial letter has been sent due to PODS placing the container in an area pursuant to our customer instructions. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.
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: 07/21/2023
Complaint: 20297460
I am rejecting this response because:Your statement is incorrect. Your company did not contact me for instructions regarding placement of the pod. Because you refused to change the customer name associated with this complaint you have contacted the wrong person. I did not give permission for your company to place the pod in my driveway.
Sincerely,
***************************Customer Answer
Date: 07/26/2023
Complaint: 20297460
I am rejecting this response because:Your statement is incorrect. Your company did not contact me for instructions regarding placement of the pod. Because you refused to change the customer name associated with this complaint you have contacted the wrong person. I did not give permission for your company to place the pod in my driveway.
Sincerely,
***************************Business Response
Date: 08/03/2023
PODS Enterprises, LLC has confirmed the customer's container was delivered as directed by the customer when their order was booked. As a matter of company policy, we do not share information or documents from customers' accounts with third parties. We recommend the third party contact his former tenant directly to resolve this matter.Customer Answer
Date: 08/06/2023
Complaint: 20297460
I am rejecting this response because:Please view the attached email from ***************************** on July 11, 2023.
***************** indicated that she would work with me to resolve the damage claim and that the tenants name was only left on the claim for reporting purposes.
This was a blatant lie and is grounds for a formal complaint to the attorney ************** of *******, which I intend to pursue. The Pods company is an unscrupulous business entity and should not be allowed to solicit customers with no regard to ensuing property damage that it causes.
Sincerely,
***************************Initial Complaint
Date:07/09/2023
Type: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 am exhausted trying to get in contact with Pods ***************** I was on hold for over 4 hours on 7/8/23 ( 2 separate phone calls) and was never able to reach anyone. The first time was hung up on after sitting on hold for over 2 hours!!! Multiple scheduling mishaps from ordering Pods to pack for our initial move to setting up delivery. Currently moving across the country from TN to OR. On 7/4/23 logged on to account page to book Pod delivery to our new home in OR for 7/8/23. Confirmation was received via email. On 7/8/23 went to our account page to verify a time of delivery. The 7/8/23 delivery date was no longer posted and Pods needed to be rescheduled for delivery. Earliest date we could get was then 7/12/23. This date was 4 days after our requested date and is causing a huge inconvenience! We arrived in OR on 7/8 after driving across the country for 4 days with 5 dogs. Everything we own is in our Pods. We own a home now in *************** but have been forced to book a hotel room for at least 4 days. We have 2 friends that traveled with us to help us with the moving process this weekend. We paid for their travel expenses and meals. They have to fly home on 7/11/23 so it's been a complete waste of time for them and us as we have been unable to get our Pods.My husband and I both start our new jobs on Monday, 7/17. We were hopeful to have a least a week to get unpacked before hitting the ground running with work. We have called multiple times in an attempt to at least get a delivery date of Monday, 7/10/23. We are also getting charged an additional fee for having to reschedule professional movers to unload the Pods. It's beyond frustrating!! For 2 days straight we have not able to reach anyone from Pods. The website is not helpful. Their lack of response and delivery has cost me at least $2000!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: 20295792
I am rejecting this response because: It is not in reference to my case. It is in reference to a case for a "*************************" and that is not me and has nothing to do with me. I have not received a response from the business in regards to my case. I am assuming this response is an error.
Sincerely,
******************************Business Response
Date: 07/13/2023
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******************************. Please disregard the first response posted as this was posted in error. We do apologize for any confusion.
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 an appropriate resolution is reached.
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 he 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:07/08/2023
Type: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 ordered 2 16 PODS to move to my new address. When the first POD was delivered to the new address I emptied it and swept them out called and let them know they could pick it up. I had no issues at this point. They delivered the second POD and told me that they couldnt pick up the first one because of the way they put them in my driveway. It was a little upsetting but I said ok. I then tried to open the second POD and the door wouldnt open so they had to come back out and pick it back up and bring it back to there warehouse to fix the door they then redelivered the second POD and I proceeded to empty it out. I called to have it picked up and the PODs representative told me that it had already been picked up, I told her no its still sitting in my driveway so the scheduled to have the second POD picked up. That one was picked up no problem. Now I have called every day for the last *********************************************************************** my driveway. Please help!!!!Business Response
Date: 07/11/2023
I am in receipt of your correspondence concerning PODS customer, Seekwahee Pinneta. On July 11th,2023, contact to discuss the issue was initiated with ***************** in order to discuss the pick up of the container. We currently await Seekwahee Pinnetas response.
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Seekwahee Pinneta may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that Seekwahee Pinneta 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: 07/11/2023
Complaint: 20291308
I am rejecting this response because:I have already called multiple times in order to get this issue resolved. I have also been told multiple times that I would be contacted by a PODs associate in regard to this issue and its regulation. not one person from PODS has attempted to contact me at any time. All I get is "We can't get a hold of the warehouse and we will have to call you back.
Sincerely,
Seekwahee PinnetaBusiness Response
Date: 07/13/2023
Our PODS advocate attempted to reach ***************** on July 12th,2023. On July 13th 2023, our PODS advocate spoke with ***************** to confirm the container had been retrieved and provided a customer satisfaction credit refund. PODS considers that the matter has been resolved amicably.Initial Complaint
Date:07/07/2023
Type: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.
We recently moved using pods. The original pick up date for the final pick up of the pod was the 29th of June. They have failed to show up three time at the scheduled time. They will charge us for another month on the 12th of July if they do not pick it up by the 12th. I feel that they are attempting to scam me out of extra money. I have been both present here at my home the entire time. I have a ring camera installed above my garage. There is no way they showed up without me knowing.Customer Answer
Date: 07/12/2023
Better Business Bureau:
After submitting a bad review on ****** we were finally able to get in contact with their complaints department and have it removed. My ID number is ********
Sincerely,
*************************Initial Complaint
Date:07/07/2023
Type: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 ordered the pod on 6/25/2023 they were supposed to deliver the pod in the morning of 6/26/2023 they said it would be there by 11am then we called back because it wasn't delivered they said it would be there by 12 then we tried to call back we were on the phone waiting for over an hr they finally answered I spoke to a lady named ******* she said oh there was a problem with getting the pod there because of weather it will be delivered anytime between 12:45pm and 3pm now we told her we only had until 7pm to get the stuff out of the house or we had to forfeit all of my furniture. 3:45 came around it still wasn't there called back again was on hold for another hr then they changed the time again to between 3:45 and 7:00 I told them we couldn't wait that long she put me on hold and said oh the driver said they were on there way an hr later I had to call back again waited again for almost an hr for them to answer this time the lady gave me the number for the gentleman at the office the pod was coming from his name was **** he said he would be there shortly well then we were told we had to leave the property where we were renting at 7 pm the home owner told me the pod was delivered so I called back and spoke to **** and told him to pick it up because we couldn't use it he was to late he said it was there fault because the driver got behind and it was late **** said he would have me issued a full refund now they won't refund the money on my mom's credit card if they would have said it was going to be that late we wouldn't have ever used them they just kept making excuses now I lost all of my furniture because of them. And I'm stuck with a 290 dollars credit card bill that is there fault. I spoke with **** on this phone number ************.Business Response
Date: 07/10/2023
I am in receipt of your correspondence from ************************* concerning our PODS customer. On July 10th, 2023, contact to discuss the issue was initiated with ************************* to address what occurred with the estimated time of delivery and billing concerns in order to work 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 ************************* 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.Business Response
Date: 07/19/2023
On July 18th, 2023, our PODS advocate spoke with ************************* and advised a full refund had been provided. PODS considers that the matter has been resolved amicably.Initial Complaint
Date:07/07/2023
Type: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.
Hello. My wife and I contracted PODs moving and storage to transport our belongings in their PODS from our current house to our new house which is 25 miles down the highway from our current house. Should be as simple as picking the PODS up, and driving 30 mins to drop them off, but nope. Apparently they need to be stored in ******* **, then stored in Kingston **, before being dropped off at my new residence in **. Makes absolutely NO sense at all. They are literally making things more difficult for themselves. My wife and I have reached out via email, phone, and ******** Messenger. So far our issue has not been resolved. At this rate, we won't be getting our belongings for 22 days AFTER we have moved into our new house. Thats completely unacceptable. They could be done with this entire transaction in under an hour. Why they would choose to upset us, drag things out for themselves, and ruin their reputation instead is beyond my understanding.Business Response
Date: 07/17/2023
I am in receipt of your correspondence concerning PODS customer,*************************. On July 17, 2023, contact to discuss the issue was initiated with ****************** in order to address her concerns. ****************** advised that this has already been resolved as of July 7, 2023.
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 commentsInitial Complaint
Date:07/06/2023
Type: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 need help to ensure Pods Moving & Storage delivers my property to me in ***********. I called Pods to arrange transport of my property in *********** which was reportedly picked up by Pods on 6/27. I then contacted them over chat to request delivery to my address at ****************************************************************************. Pods sent me an invoice and confirmed over the chat that the delivery was arranged. Then after the fact, on 7/5 and 7/6 I received voicemails stating I needed to complete forms indicating the contents of my package with regard to various insect pests, first spotted lanternflies. I filled out the first form and submitted 7/5. On 7/6 I got yet another voicemail alluding to yet another form, and they then requested a new form asking the exact same questions about the contents of my Pod with respect to gypsy moths. I have filled out and submitted two redundant forms about my property yet today Pods called me telling me they were still cancelling my delivery because they needed more forms filled out about gypsy moths. I will state the contents of my Pod for a third time here for the ****************, cardboard boxes, microwave, bicycle, box spring, mattress, couch/pull out bed, office chair, jewelry, kitchenware including bowls, utensils, small kitchen appliances, electronics and video games. Pods may be delaying delivery so they can charge me more money for longer storage time. I clarified via phone before pickup and over chat after pickup that I wanted delivery ASAP, and the Pods confirmed with me over chat that I could avoid fees for extra storage. I doubt the requested forms will change anything about the delivery.Pods calls me during my busy workday as a cardiologist when I cannot possibly respond. They are wasting my time and money. I want Pods to deliver my property to me ASAP, and to explain exactly how much storage time I am being billed for -- I should not be paying for more storage time due to these needless delays Pods themselves are orchestrating.Business Response
Date: 07/08/2023
I am in receipt of your correspondence concerning PODS customer, ************************** On July 8th, 2023, our PODS advocate spoke with ************************* to discuss scheduling and the documents needed to ship the container. We look forward to working with ************************* toward 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 ************************** 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: 07/19/2023
Complaint: 20285142
I am rejecting this response because: Pods has not responded to my complaint or concerns in any way in their response. In fact, they are not taking any accountability for their delay of shipping my property to ***********. Pods' corporate representative contacted me again today 7/19/23 and informs me that they plan to bill me extra money for an additional 30 days of storage effective July 23. They delayed my expected delivery from July 18 to July 25 (see the attached pdf invoice they sent me -- the property is still not delivered on 7/19). Pods plans to bill me extra money so they can profit more from me even though they delayed my shipment. This is dishonest and immoral business behavior.Sincerely,
*************************Business Response
Date: 07/21/2023
On July 21st,2023, our PODS advocate spoke with ************************* to advise that a discount had been applied to the move resulting in a credit refund. PODS considers that the matter has been resolved amicably.Initial Complaint
Date:07/06/2023
Type: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.
Looking to buy a home in 2020-pandemic hit!! In order to be prepared to move we decided to rent a POD, which was 18 months automatic draft. My ******** saw a nice commercial that showed the ease of rental with stress free results. Keep it as long as you have to, then at the time YOU select, it gets picked up, carried to your new location, the picked up and returned to company. Schedule delivery. Specified date of June 30th, with latest pickup time. The sellers moved out morning. Was told by ***** that hed put that information in the system to reflect our request Confirmation number ******** assigned and a $59 pickup fee. POD pickup return to company, was to be July 1st latest pickup time THAT day, confirmation ******** costing $66.76. Promised account would be closed out-NO July charge. Conflict began June 30th 7:45 am when a driver from ********************************************************************* ** location phoned he was on his way as EARLY pickup. Told him that wasnt correct . He stated order came from ***** corporate. He was not allowed to change anything without authorization. I phone & spoke with ***** to get a later time for same day. He assured me info would be put in a 2nd time, ******** confirmation. Called driver back to let him know I was rescheduled. He declared I had been kicked off of his routing scheduleand nothing he could! ****** in Conflict Resolution stated delivery drivers report indicated he couldnt pickup POD, there was a car in the driveway??! He never said anything to me during our call. ******** Conflict resolution number assigned. Said shed address it after July 4th. Received call from ****** July 5th, ******** confirmation assigned home POD pickup July 7th. A 12:45 - 2:30 pickup return to company July 8th. ******** confirmation. Informed Id be assigned a resolution team since this fiasco carried over into the next month. ******************** Customer Advocacy Specialist did NOT advocate for me. Need delivery and July payment refunded! POD not here yet!!!Business Response
Date: 07/08/2023
I am in receipt of your correspondence concerning PODS customer, **************************** On July 8th, 2023, our PODS advocate spoke with *************************** to address the scheduling that had occurred with the move in order to work 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 *************************** 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: 07/10/2023
Complaint: 20280884
I am rejecting this response because: An explanation of company policy does not satisfy ALL that was done wrong by your companyduring this delivery process. My 88 year old mother-in-law had to go without needed equipment due to the botched scheduling!
Only a full refund of the pickup charge, the delivery charge and the charge the month of July will be acceptable to resolve this complaint
Sincerely,
******************************Business Response
Date: 07/13/2023
The review was completed and as a gesture of goodwill, *************************** received a full refund of the July monthly charge. PODS considers that the matter has been resolved amicably.Customer Answer
Date: 07/15/2023
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:07/05/2023
Type: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.
On June 23 I made a change to the date of the drop off for our pods. I later realized that the price had gone up over $900 from what we had been told wed pay before the date change. I did an online chat with ************* (ticket #********.), and she said that the price shouldnt have changed, and that it was being sent to a resolution specialist to price it back to our original price. We are allowed to make one change to the dates without a penalty, and this was the only change weve made. I have yet to hear from anyone, and *** sent two emails since requesting someone contact me. The wait times to talk to someone is about a hour, and I havent had time to sit on hold that long. We want the price returned to the original price on the agreement I signed.Business Response
Date: 07/06/2023
I am in receipt of your correspondence concerning PODS customer, ************************** On July 6th, 2023, our PODS advocate attempted to reach ************************* leaving their direct contact information and that it appeared a discount had been applied. ************************* in turn left a message for our PODS advocate that the issue had been had been 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: 07/07/2023
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:07/05/2023
Type: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.
6/26, I called PODS, left a message for a callback in order to set up a drop off and Return for Thursday 6/29 but no one called me back. That night I sent a message via message center because online chat was unavailable; no one returned my email.6/27 I spoke to someone online chat who ended the chat before she spoke to a tier 2 representative, like she said she would.6/28 I called, messaged and chat showed unavailable.6/29 my *** was to be delivered 10:45-1:45- got a call from driver 2:15- he was going to be hour late. Meanwhile,my moving help was there@2 to unload the *** @ $150/hour- my *** never showed till 3pm!*** had to be returned same day, but PODS never returned my calls, *** stayed overnight blocking facility entrance!6/30, *** picked up, my credit card auto-charged $183.57.7/1 spoke to Monse, had supervisor ***** open case. Supposed to receive a call by 7/3 but its 7/5- NO-ONE has called me! This is NOT an appropriate or professional way to treat a customer who has spent almost $2,000 at ********************** just in the last 4 months!At this time:1. I expect the $183.57 to be returned to my card, because PODS refused to provide the service that I was paying for, to set up drop off and pick up on the same day; instead storage facility manager had to deal w/ *** left in the middle of facility overnight! 2. I also expect a full refund for the PODS storage month of June-July 2023, since the *** was returned back. I was of course auto charged by PODS on June 26th.Sincerely,*****************************Business Response
Date: 07/11/2023
I am in receipt of your correspondence concerning PODS customer, ****************************** On July 6, 2023, contact to discuss the issue was initiated with ***************** in order to address her concerns regarding her delivery time frame and work on a resolution.Customer Answer
Date: 07/12/2023
Complaint: 20278703
I am rejecting this response because: PODS has not responded or had any communication with me, since July 6th. I sent an email requesting an update on July 10th but no one has replied.
Sincerely,
*****************************Business Response
Date: 07/14/2023
Our PODS advocate is currently reviewing the account regarding ********************* claim in the hopes that an amicable resolution can be reached. We appreciate ********************* patience as we go through this process to ensure all concerns are thoroughly addressed.Customer Answer
Date: 07/17/2023
Complaint: 20278703
I am rejecting this response because: I am still awaiting for the issue to be resolved. It has been almost 2 weeks after the formal complaint and over 3 weeks since I reported the issue. How long does it take for you to review the case? It seems cut and dry to me. The problem ** having with PODS is that NO-ONE ever communicates with me and the issues still remain.
Sincerely,
*****************************Business Response
Date: 07/18/2023
PODS position is to deny the request for the refund of the Monthly rental and the redelivery fee. The customer initiated contact to schedule redelivery and final pick up on 6/26/23. This was after her monthly renewal date had lapsed (6/20/2023). She scheduled the *** for 6/27 and FPU for 6/30 online on 6/27. On 6/28/23, she contacted PODS requesting that we pick up the container that same date however, this request could not be fulfilled by our local office and was denied. The charges in question (the monthly rental fee and the redelivery fee) are valid. The customer was never charged for same day services.
Customer Answer
Date: 07/18/2023
Complaint: 20278703
I am rejecting this:The monthly fee is $330.22. I paid this amount for April 25th, May 22nd, and June 26th (pls see image of my bank statement) for storage - for the month AHEAD! I AM DUE a REFUND since I was charged for almost an entire month ahead, after the *** was delivered! Essentially - I PAID for storage thru till July 26th!
Secondly, I was trying to reach someone, via messages, online chats and phone calls with no avail, since 6/26, to request pick up on the same day, but no one EVER got back to me. You say that my request was denied - please submit proof that someone spoke to me or even replied to my countless emails stating that this request was denied?
Thirdly, your driver did NOT show up within the time given to me and my laborers waited there for over an hour. To top it off, your driver did NOT call until after 2pm, so there was no time to let the laborers know not to come!
Please re-do a more thoughtful Investigation before you shut down a paying customer. I am asking you to be fair about the above complaints and give me back what is legally owed to me! (Thousands of dollars given to PODS for such services, since March 2023)Sincerely,
*****************************Business Response
Date: 07/18/2023
I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *****************************. Per our previous response on July 14, 2023, a complete review of Ms. ********** account was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODS Enterprises, LLCs position remains unchanged. ************************** initiated contact to schedule redelivery and final pick up on June 26, 2023/23. This was after the monthly renewal date had lapsed (6/20/2023). ********************** scheduled the delivery of her container for June 27, 2023, and the pick up of the empty container on June 30, 2023. On 6/28/23, ********************** contacted PODS requesting that we pick up the container that same date however, this request could not be fulfilled by our local office and was denied. The charges in question (the monthly rental fee and the redelivery fee) are valid. The customer was never charged for same-day services.
While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.
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