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 of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS Moving & Storage

  3705 62nd Ave N Pinellas Park, FL 33781-6001

  
• 

  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  
• 

  PODS Moving & Storage

  18450 Showalter Rd Hagerstown, MD 21742

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:01/18/2023

  Type:Product 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.

  PODS has literally stolen money from ** and will not allow us to talk to a supervisor to resolve the issue. They have already admitted fault, even gave a $200 apology for the error, but they refuse to give us back the almost $1400 they stole from us. It has been since October and they are giving us the run around every day that we call

  

  Business Response

  Date: 01/31/2023

  I am in receipt of your correspondence concerning PODS complainant, Serenity ******. As a PODS account was unable to be located with the information provided, we have contacted the party to request they provide further details so we may find the account in question. She has been advised to give the requested details to her Specialist directly in order to proceed with review.  

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18833855
  
  I am rejecting this response because: There is no where to give correct account info without rejecting the response. Account #********* (name on account should be both mine and husband's, *************************)
  
  Sincerely,
  
  Serenity ******

  

  Business Response

  Date: 02/16/2023

  I am in receipt of your correspondence concerning PODS customer, Serenity ****** and *************************. As I am now in receipt of the account number in question, I have followed up with Mr. and ***************** on February 16th, 2023, to confirm that review of their concerns are underway at this time. We have requested they forward over all documentation previously submitted to their initial specialist so we may expedite and review further. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 18833855
  
  I am rejecting this response because: They reached out and then ghosted us again. This is a real pattern and it is unacceptable business practices to steal >$1000 from your clients with no invoice to show for it. Email thread is attached and you can see me repeatedly reaching out without a response
  
  Sincerely,
  
  Serenity ******

  

  Business Response

  Date: 03/08/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*************************. On 1/20/23, a ********************** representative and the customer reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.   We have refunded the credit card on file, the refund will be completed within 3 business days, satisfactorily resolving the issue.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 18833855
  
  I am rejecting this response because: They lied. We received the refund and the issue can be considered resolved, but I will not allow them to lie here. The matter was not resolved amicably on 1/20/2023 as they claim, that is incorrect. The matter was resolved on 3/8/2023, finally, after we had to spend our own time on calls, and getting kicked from person to person. We had to use a Ryder truck and drive through the snowstorms, all while paying for their PODS. There was nothing amicable about this. I also truly believe that had we not filed a claim with the BBB, we would still be fighting this matter. This is only the biggest offense as well. They lost our POD too, and someone had to go physically look to locate it in their warehouse. They have a few good people over there that were helpful thankfully

  I don't expect any more action except for them to accept the reality of what happened. If they want the narrative to look better, they can work hard to improve their customer service.

  At this time, I would not recommend them to other customers. We continue to be a customer because we have to be, but I feel very vulnerable at the moment. As soon as we can get our containers delivered from under the snow, I think we'll be closing our account with them

  
  Regards,
  
  Serenity ******

• Initial Complaint

  Date:01/18/2023

  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.

  I am a recent military customer of ********************** using the company to move my household goods from Fort Huachuca, ** to ***************, ** in November 2022. I have been attempting to communicate with the customer service representative I was assigned (*****************************) but I have received no communication from her in over a month, despite multiple emails and phone calls from my end, and having no response after completing multiple surveys/reviews.PODS provided me with incorrect weight tickets claiming over 4,000lbs of my household goods only weighed 540lbs. I was only provided with my weight tickets electronically after my empty pod was picked up, giving me no opportunity to request PODS reweigh my packed container to provide accurate weight tickets. The letter I received from PODS detailing the discrepancy and estimating an average weight of an 8x8 container does not satisfy the military's requirement for weight tickets in order to provide reimbursement for the cost of the move as well as an incentive payment for electing to handle the move on your own rather than having the Army coordinate/pay a moving company directly. All of these concepts are clearly discussed on the PODS military page of the website, which gave me an apparently incorrect impression that this would be an easy move with PODS. It appears as though the ****** region does not understand how to correctly weigh PODS containers for military service members. This is extremely concerning to me, as many individuals are moving through this hub due to Fort Huachuca's proximity. This mistake has cost me $4,257.00 directly for the move and removed any possibility for me to make any money off of this move, which PODS explicitly recognizes on their military page, claiming "you could end up keeping a whole lot of that money and save on stress too". PODS markets themselves as a "hassle-free" company that caters to military service members yet failed to provide the simple, proper documentation that is military moves require.

  

  Business Response

  Date: 02/15/2023

  Our PODS advocate has been in communication with ******************** to advise the account review had been completed and we were currently developing a resolution offer to present to ******************** in the hopes that the matter may be able to be resolved amicably.

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18829995
  
  I am rejecting this response because:

  PODS has not been in contact with me since 13DEC22 (screenshot of last email received attached). I provided the required documents to a customer service rep named ***************************** on 21DEC22 (attached). I have not received ANY response from ***************************** or any other PODS customer service rep after *******. I received no confirmation that they received my documents and havent received a single response to several additional followup emails and phone calls. If PODS is working on a resolution, they have not communicated that and I do not believe them. Additionally, the fact that PODS thinks I am a ******************** when I have left multiple voicemails clearly speaking as a female furthers my opinion that they are not working on this issue. It should not take over 2 months of no response from the company to resolve an issue.

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

  

  Business Response

  Date: 03/10/2023

  I am in receipt of your correspondence concerning PODS customer, *****************************. ********************* states that she asked one of our representatives to provide a military weight tickets, which were provided to *********************. However, we were advised that the weight tickets were denied.  PODS has reached out to ********************* TMO to gather further information . We will continue to work with ********************* until the review is complete and will provide details and appropriate resolution accordingly. 
   
   
  
  

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 18829995
  
  I am rejecting this response because:

  The weight tickets were not denied, they were extremely incorrect, resulting in a lack of reimbursement from the military due to the fact that they reimburse based on weight, which was incorrect on the tickets PODS provided to me. There is ample documentation in my prior correspondence with PODS describing this to be the issue. PODS does not have a standard operating procedure for weighing their containers, as explained to me by a PODS representative, which results in extremely incorrect weight tickets, although PODS claims to cater to military service members.

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

  

  Business Response

  Date: 03/21/2023

   I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************************. On 3/21/2023, I spoke with ********************* and reached a mutual agreement.  PODS Enterprises, LLC has agreed to refund a check to the customer Upon receipt of the completed document, please allow up to **** business days for the refund to arrive at Mrs. ********* Home.  ********************* confirmed all his concerns have been addressed and resolved satisfactorily

  Customer Answer

  Date: 03/22/2023

   
  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:01/17/2023

  Type:Product 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 ordered a 16 foot POD at the end of October 2022 for a move several states over--initially great customer service and price so when I needed addition moving options I contacted them on November 4, 2022. I went over needs with the representative and was quoted a price of over $2400 for the 7th foot POD. I explained I could not continue with the order at that price point--I would need to be under $2,000 total price in order to place the order. I was placed on hold and then greeted with great news that PODS could have a 7 foot POD delivered the next day for a total price of $1885. I was very clear that this price would be as stated before placing the order and reassured. Well, on November 17th I see a charge for over $3140.51. I made several calls to customer service, emails even using their on line virtual customer support to get clarification to no avail. I communicated with SSC Operations Support rep via phone and email regarding the pricing dispute ( case #*******). I continued to call to customer service and billing for updates with no resolution-- I contacted my credit card to place a hold on payment and CONTINUED to attempt to get in touch billing being told that I had no balance! ( I emailed called "Customer Advocacy" on December 11th, 2022 and several voicemails into the new year. On January 11th, ********************************************************************************* to their billing department...at that point the representative continued to state I had no balance but after pressing them, inform me it was "settled" due to "charge backs" and I was also on a "do not rent" list! I explained I want to pay my balance but I have NEVER received a follow up to my disputes/case numbers, no one has contacted me to review the charges and to get a resolution. The representative did note the IR#******* as I again questioned the investigation--aren't these calls recorded? I was told it "just concluded" and I would hear back. I'm still waiting...

  

  Business Response

  Date: 01/26/2023

  I am in receipt of your correspondence concerning PODS customer ******************* on 1/24/2023, contact to discuss the issue was initiated with ******************* in order to address the quote pricing concerns and work on 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: 03/02/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Mr. ********************  On 2/13/2023, a PODS representative and ************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.   We are currently awaiting the return of the documentation to enable the credit and once returned, the refund will be completed, satisfactorily resolving the issue.

• Initial Complaint

  Date:01/17/2023

  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.

  PODS incident #******* I have attempted multiple times to get a response or resolution regarding the incident. First, PODS has engaged in very deceptive practices and has failed to provide us with any of the notes on the system or letters to confirm our previous conversations. PODS has changed our billing agreement without our consent and that is fraud. We never agreed to the 16 ft pod but ordered a 8 ft. PODS sent the wrong sized container (7ft) and could not supply the 8th foot as agreed upon. They decided to send the 16 ft as a replacement. We were informed multiple times that this was a courtesy and that we would only be charged for the 8 ft container. We had to postpone our move at additional expense to us for hiring a crew of individuals to move our boxes and pay rent on our house that was sold for our property to remain the extra week. We have disputed charges from 7/23/2022 with PODS is in the amount of $4186.73 with our credit card, Chase Card Services. We have been in contact with PODS customer service over that last several months and their company continues to promise to resolve the situation but fails to. PODS has failed to provide us with the written notes to the account or any other written communications as requested. We originally paid the credit card bill in an attempt to work through their resolution process and as stated by their customer service, "PODS would not release/deliver our property". We had advised PODS on several occasions that if PODS failed to adjust the billing to the correct amount, we would dispute the charges as fraud. Once again, PODS delivered the wrong size on the date of delivery of the 8ft container. It was measured on the outside with the driver present and the container was under 7ft in length. We were informed that PODS did not have a replacement container. PODS customer service informed us that we would only be charged what was agreed upon (8ft container) but would instead send a 16 ft. container. After almost a week of waiting for a replacement 8ft container, PODS delivered the16 ft container. The total cost should have been: 8ft. Container: $2882.88 - 25% discount (for 4th container ordered) = $2162.76 Initial delivery: $149.00 - 10% discount + tax = $142.98 1st month storage: $279.00 - 10% discount + tax = $267.74 Final delivery: $149.00 + tax = $158.69 Grand total = $2731.57 Instead we were charged: 16ft. Container: $4651.92 - 10% discount = $4186.73 Initial delivery: $159.00 + tax = $169.53 1st month storage: $279.00 + tax = $279.00 Final delivery: $159.00 + tax = $169.53 Grand total = $4823.27 The difference between what was agreed upon and what was charged is $2091.70. When we originally spoke with customer service and confronted them about the deceptive practice of changing the invoice and the overcharge, they issued a $250 credit; however, this does not make up the difference which is still $1841.70. When we attempted to access our PODS account, the account has been locked/disabled. I have attached our original invoice each 16 ft. pod was originally $3494.40 with a 10%, 15% and 20% reduction. However, when PODS added the 16 ft. container to the invoice they changed the new price to $4651.92. Extremely unethical behavior and not was agreed to by us. We did not authorize this change, or the additional charges. Chase responded to us that even though PODS overcharged us we received a service and they could not dispute the charges.

  

  Business Response

  Date: 01/25/2023

  I am in receipt of your correspondence concerning PODS
  customers Charles and Sandra Sheridan. On January 25, 2023, contact to discuss the issue was
  initiated with Mr. and Mrs. Sheridan in order to confirm the initial complaint
  has been reassigned. At this time, they have been advised to reach out to their
  newly assigned Specialist directly with any further details or concerns as we work
  to finalize our account review.   

• Initial Complaint

  Date:01/17/2023

  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 had personal goods stored in a 16' container stored in PODS facility in ************, **. The manager of this facility reported to corporate that our *** had been dropped on 9/27/2022. We were not informed of this drop, and only realized there had been damage when we accessed the *** in October. The *** was dropped from a height and was severely damaged, there was a hole in the bottom and the side, and the reinforcements were cracked. There was severe damage to our personal goods. We filed a claim with the PODS insurance division on Nov. 1. We submitted the claim form, all required information and pictures as instructed. We estimated the damages of our good to be $15,152.83. We were informed claims take 4-6 weeks. December 5 is the last date where we have had contact from the company. It was has been 11 weeks since we submitted the claim, well over the customary timeframe for action. We have repeatedly called and emailed, with no response. It is virtually impossible to speak to a live person that can help with claims. ******************* is the employee communicating with us on this issue. The Claim number is: PODS Claim CTS-********. I have a picture of every numbered box, and item before the drop, as we were preparing for a move. The *** was also well packed with ratchet straps, and the goods were well boxed and protected. I am seeking favorable and just resolution to this claim. I am also expressing severe dissatisfaction with customer service as far as follow up and communication. This has been an onerous experience. Not only have irreplaceable and valuable objects been damaged beyond repair, but this incident has had monetary repercussions beyond mere damages. I had to pay to repack and move items from the damaged *** to another ***. We had to travel twice from out of state to assess damages. And we had to delay an already scheduled moving truck and crew. This accident has created a chain of costly and time consuming events that is still not over. Please help.

  

  Business Response

  Date: 02/01/2023

  I am in receipt of your correspondence concerning PODS customer *******************. As of 1/27/23, we have determined we will need to wait for **************** to have the damaged items in his possession before we can move forward with providing a resolution to his claim. The claim at this time will remain opened until a proposed resolution is offered and accepted by ***************.
  
  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.

• Initial Complaint

  Date:01/16/2023

  Type:Sales and Advertising 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.

  They promised me a 30% discount on everything they billed me but they did charge me full price for everything. I have tried to resolve it but nobody will admit to it or talk to me about it.

  

  Business Response

  Date: 01/19/2023

  I am in receipt of your correspondence concerning PODS customer,********************************   On January 18th, 2023,  ***************** was advised the review found the order had been booked on line November 19th, 2022, where at that time all pricing was provided including what parts of the move were eligible to receive the discount.
  
  As ****************** did not have the container redelivered from the storage center the 30% discount would not be applicable to the "Move to New Location" that she had on her order.     However,as a gesture of goodwill, we applied the 30% discount to the Move to New Location fee which will result in a refund to ******************.  
  
  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: 01/20/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/15/2023

  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.

  Driver request I sign a damage waiver when the pod was dropped off because the grass was wet no issue. When he came back to pick it up two days later he caused major damage to lawn and structure which I never signed a waiver for. I actually requested he stop but he insisted his supervisor said to continue. I filed a claim to get the damage to our home repaired and pods is refusing to pay.

  

  Business Response

  Date: 03/29/2023

  RE:       ************************* (CID 162995088)
              Complaint #: 18817488
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, **************************  On March 29th, 2023, an email communication was sent to ****************, requesting two to three formal estimates to be submitted surrounding the repairs he is requesting. Additionally, our records reflect that ****************, was contacted via email on December 6th,2022, January 3rd, 2023, January 5th, 2023, January 14th,2023. A review of ****************** account is currently under review and in progress at this time. **************** may contact PODS directly at *************,customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  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 of 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.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 18817488
  
  I have not heard from PODs since 1/6/2023 when they informed me they were not going to pay my damage claim for various reasons.  I just heard from them yesterday 3/29/2023 starting my claim was being looked at again at the same time reviewing the email from the BBB.  They are requesting multiple quotes for the work again but we have already completed the work in question being it has been 3 months.  So now the reason they wont pay for the damage is because we fixed the issues.  
  

  they use deceptive tactics by delaying and other methods to ******* their client base.

  i can provide email threads showing all the communications upon request.

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

  

  Business Response

  Date: 04/04/2023

  RE:       ************************* (CID 162995088)
              Complaint #: 18817488
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, **************************  A complete account review confirms that the concerns were addressed and resolved with **************** on April 4th,2023. **************** submitted to PODS a release to process a refund for the resolution of his claim, confirming all matters addressed satisfactorily.  Please do not hesitate to contact PODS further if needed to further discuss the account or billing directly at *************,customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  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 of 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. With receipt of this correspondence PODS Enterprises,LLC considers this matter resolved.

• Initial Complaint

  Date:01/14/2023

  Type:Service or Repair 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 ordered a 16 foot container from PODS on August 22nd 2023. I had the container for a few months and eventually realized I didnt actually need it. Before I could order them to come pick up the empty container, I was told I had to pay my remaining balance on the account and then the additional cost for pickup on the container. On December 1st I paid both the remaining balance and the fee for pickup. After my container was picked up, I logged on my account online and it said that the balance wasnt paid, but I already had confirmation number and the amount taken from my account. I called Pods and they said they have the payment for the pickup fee but not for the past due amount and that the account will update after the payment is done pending. I paid both the same time, so im not sure how they received one payment and not the other. The payment posts and I contact PODS again and they said they do not have the money and to call my bank. My bank tells me they dont hold payments and after it posts, the merchant has the money in their account. So ive been back and forth with PODS and even today 01/14/2023 I tried to log into my account online to see if the issue is resolved but they locked my account and I called customer service and was told it wont be unlocked until the balance is paid, but its been paid. I dont want this going to collections when Ive already paid this a month ago. I dont know how a company so large can lose payments and not fix it even after ive given them the confirmation number that they sent me.

  

  Business Response

  Date: 01/17/2023

  I am in receipt of your correspondence concerning ****** ******.  Due to ****** ******** concerns being directly related to the
  billing, the account is under review with our PODS Billing/Collections
  department at this time.  Upon completion of the review, a member of our
  PODS Billing/Collections team will reach out to ****** ****** directly to
  discuss. 
  
  We place tremendous value on our customers and strive to attain the
  highest standards in the industry. We sincerely regret any inconvenience that
  Nelson Masyan 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: 01/18/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have already contacted billing multiple times and they always tell me the same thing, that the payment failed, but it didn’t fail on my end, so I’m not thrilled to have another member of billing contact me to tell me the same thing. My payment was taken and it’s not being reflected. This is why I contacted the BBB to escalate the issue to a higher level so it can get resolved finally. 
  
  
  
  Sincerely,
  
  
  ****** ******

  

  Business Response

  Date: 01/20/2023

  On January 18th, 2023, Nelson Masyan was instructed by one of our PODS billing/collection
  specialist to submit documentation  in regards to the claim of payment
  being made so it could be reviewed in order to work toward a resolution.  

  Customer Answer

  Date: 01/30/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have submitted the documentation and have yet to have the issue resolved. I’m starting to believe PODS is just dragging their feet and refusing to amend their mistake to me even tho i’ve done everything they’ve asked me to do and provide. 
  
  
  
  Sincerely,
  
  
  ****** ******

  

  Business Response

  Date: 02/01/2023

  We
  have sent notification to our PODS billing/collection team that *** ****** continues to need assistance in regards to his billing concerns and requested
  that a team member reach out to *** ****** directly.     We
  also forwarded the documentation that *** ****** supplied to the Better
  Business Bureau to our PODS billing/collections team for review.   

  Customer Answer

  Date: 02/04/2023

   
  
  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:01/14/2023

  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 am writing in complaint of the POD company for the following reasons: Ineffective communication, and Lack of care for my POD and contents (Order # 3804589) As of today learned that POD was damaged as it was dropped on the flat bed of a truck causing the lock to break and then was left in a facility unlocked for 1 month. The following brief outline describes my efforts to obtain information on the location my POD container - leaving Mastic, NY 12/13/22 to Conway, SC with travel time of 7 days. on 1/13/23, I learned that on 12/14/22 my container was dropped and caused the lock to break, after numerous days and hours spent on phone. Today (1/14/23) my son went to the Melville facility per POD's direction between 8am - 4pm. Upon arriving, the warehouse was unlocked and my son walked in and no one was around. No one was in office either and POD company was called. They could not explain why no one was there. My son learned from a worker he finally found who was on the grounds, that the damage occurred 1 month ago and container was left unlocked for the entire time at the facility. He demanded a lock be placed on the container and assisted the worker in putting it on. I wrote a Letter to be mailed to CEO of POD today. 12/21/22-12/30 started checking online - noted in transit TBD delivery 1/3/23 -1/13/23 - numerous phone calls made to POD all of which are documented and time stamped. Consistent efforts to find out where my POD was, what happened to my POD consisted of many hours being on hold and receiving insufficient and inaccurate information on what happened to the POD and where the POD was actually located. My final frustration leading to knowing where the POD was consisted of me stating, "I do not believe anything being told me and believe that you are hiding the POD to conceal what actually happened.

  

  Business Response

  Date: 01/26/2023

  I
  am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Mary K******.
  A review of the issue that gave rise to this complaint is currently underway. Ms. K******
   has been assigned a PODS Advocacy
  Representative and has been contacted to advise of assignment and provide contact
  information while the review proceeds.  We
  will continue to work with Ms. K****** 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. K****** may
  have endured.  PODS Enterprises, LLC
  prides itself of its quality customer service and I regret that Ms. K****** 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:01/13/2023

  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.

  I ordered a small **************************# *******. They delivered to *******************************************************, on Dec 22, 2022. I placed some wooden furniture. It rained for a day, and the following day I opened it, and there were about 2 inches of water. I took pictures and took everything out. I called them, and they delivered another unit. I packed it, and it was picked up on Jan 03, 2023. Then they stated on their website that the unit would be taken to ***********************************************************. I waited but decided to call. They then informed me that the *** unit was still in ********************. I made arrangements with the agent to deliver immediately. The agent was very kind. But I had already gone through the same thing when I ordered the ***. The earliest they can deliver the *** is Jan 27, 2023, to the original drop-off address ****************************************************************. And they will pick up the *** on Jan 30, 2023.So now they are charging me an extra month because of their error in not meeting the original delivery date so that I would pay for one month. I should not be charged for two months' "rental" since I had to call them to remind them of what was agreed on. Twice first on them delivering a container that allowed water and then to tell them where to deliver the container, again.My customer# ********* Container: #******* I hope the container did not have holes that allowed all that rainwater since it stayed in ******************** for the recent storms. If the items are damaged, I will need to get a refund in full and compensation for the items. I can not believe the BBB has given PODS an A+. Fool me once. Shame on me BBB.

  

  Business Response

  Date: 01/18/2023

  I am in receipt of your correspondence concerning PODS customer, **********************************   On January 18th, 2023, contact to discuss the issue was initiated with *********************************  in order to address scheduling concerns and 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.