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

  6718 W. Plank Rd. Peoria, IL 61604

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS Moving & Storage

  11891 Amedicus Ln, Unit B Fort Myers, FL 33907

  

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:01/07/2023

  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.

  Neighbors hired the pods ** in ***************** to deliver a pod **ntainer to their address. When delivered they drove against a ton ad a half boundary rock spinning the tires and defacing it. It did not move so they backed up 8 feet and rammed it moving it 4 inches. Also leaving large ruts in my yard. Pods manager ******************* ************ sent a initial email after **mplaint was filed. Then refused to respond when I provided pictures of damage, survey pins, **py of survey bill, **py of payment for survey. All you are provided with in the zip file. I kept calling they filed a **mplaint to his superiors. He indicated the local pod office was instructed to fix it. But it was minor and a property line dispute. As if that cleared them of the criminal action. I have all the incident report numbers and all other documentation if you need to see that also. Including pictures and videos from security cameras on my property. Pictures up close from my phone. Picture which shows fresh damage with a tape measure showing how far it was moved. Letter to neighbors after survey. Proving they knew where the property line was. I was ask to get the survey after I placed the rock. I accepted and did it. That didn't go as planned for them either. I found out I owned to the edge of the driveway and not a foot away as I originally thought. There is alot more than 5 mb so I 7 zipped it all. I am asking the rock be returned to original position. Sand blasted to remove the tire rubber and hide scratches from the podzilla rims. And the holes filled and grass restored in the mudholes.

  

  Business Response

  Date: 01/30/2023

  I am in receipt of your correspondence concerning 3rd party claimant ************************   As of 1/30/23, we have contacted the local office to send someone out to fix the damage being reported. ************** was also contacted advising if we do not have the man-power or contact for someone locally to repair the damages then we are needing two formal estimates to be provided 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.

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18700527
  
  I am rejecting this response because:So far it is all talk and only because you contacted them. I have been going through this with them for almost 2 months. They are big on promises then they do not respond or do anything. I will only withdraw once the damage is repaired. I am getting the requested estimates by local businesses for them. In short I do not trust them to keep their word once the complaint is withdrawn. Since it is the only reason it was answered.

  First Landscape man I talked to today said it was going to be 1500-1200 dollars because it needs heavy equipment to be brought to the site to move the rock, and rock cleaning. He said a scoop of dirt and grass seed and Hay. I will work on acquiring the second estimate tomorrow. 

  The pods representative is saying the customer said they would do it. They were waiting on them and the local Pods owner/operator. It isn't the customers responsibility. Pods did it. Same thing the landscape service said when I was asking for the estimate. It is 100% Pods fault. The local pods owner/operator said talk to the owner. When I informed them the police said it was their responsibility they hung up on me. So waiting on them is foolish they already refused to even talk about it. 

  Customer has a long history of doing this exact thing that is why the rock was there in the first place. In 4 instances I have records and pictures of. And it took me a while to even start talking pictures and recording this stuff. Then we got the lawyers letter served to them. They had to sign for it,registered letter.  So they knew all along where the property line was. Under lawyers guidance the security camera was installed. That recorded Pods vandalizing my yard on purpose instead of using their driveway to get it in. The customer has never have done a thing. Their smart azz response is it will grow back, I put dirt seed and hay. They walk on it and kill it in all past instances. They do it on purpose. 

  Second half of the present problem Pods is not responding to. How they gonna get the pod out without doing the exact same thing again. They have to **** it up and move it over on the customers double wide driveway instead of using my property again. Or the Podzilla is in my yard destroying the repaired area assuming it ever gets done at all by them. There is a sharp drop off next to the driveway because the customers drove in it over and over. The ground level is down from the concrete. (Not what i am looking to have repaired only the new much deeper ruts.) ******** will not be able to climb onto the driveway. Obviously Due to the mess they already made. It is wet mud till April. And the way the only way out is pushing my rock out of the way farther or again, if it is indeed fixed. Through my yard again. As I said they have a double wide driveway. They knew the property line. Yet the choice was made to trash my yard instead of staying on their property. I do not want a repeat performance. This must be part of the settlement along with the damages fixed. 

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

  

  Business Response

  Date: 04/06/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. Claimant ***********************. A complete review of **************** complaint has been reviewed, 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.  The settlement offered was based on a the photos of the damages provided. With that being said *************** claim was reviewed accordingly. 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 of its quality customer service. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 18700527
  
  I am rejecting this response because: One I was not happy they were not going to fix the damage. I was going to accept the offer just to have it over with. For my wife so I am not stressed.

  But they put a clause I cant even talk about it or they can *** me no thank you. "Claimant further understands and agrees that confidentiality is a material
  condition of this Release."

  This was not mentioned when they offered they offered the settlement. I will talk about this any time I want. And I will not voluntarily give anyone the right to *** me for talking about what they did to me. 

  Fix the yard and that is it with nothing else attached. They did it and they are trying to weasel out of it, Only reason they did anything is this complaint. 

  I will not give up any rights or safety to hide a intentional criminal act on their part. 

  I was just going to let it drop. But if this is the conditions keep the complaint. 

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

  

  Business Response

  Date: 04/17/2023

  I am in receipt of your correspondence concerning PODS third-party claimant, ***********************.  On April 7th, 2023, I reached out to *********************** with reference to their concerns.  An attempt was made to discuss the concerns in detail with ************** to attempt to reach a resolution, however, ************** declined.  PODS Enterprises, LLC would be willing to work with ************** to understand, review and attempt to resolve the concerns fully however we would need to speak with ************** via phone or email to discuss the specifics.  Should ************** wish to engage further for resolution, all contact information has been provided to do so.

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 18700527
  
  I am rejecting this response because:

  They are flat refusing to repair the yard. They are offering a ridiculously small amount as hush money and I would also have to pay and do the work. Part of the deal is they get to *** me if I talk about what happened. I refuse to play their stupid games. Fix the yard as it was with no stipulations. Or this complaint is valid and stands. 

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

• Initial Complaint

  Date:01/06/2023

  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.

  Basically I am being overcharged for my PODS container. See details from BBB Report *******. I received a response from ************************* and when I responded via email and tried to call, she stopped responding after promising to refund me the difference and provide me a future credit for the months Ill be using the container.

  

  Business Response

  Date: 01/25/2023

  I am in receipt of your correspondence concerning PODS customer *********************. On January 25th, 2023, contact to discuss the issue was initiated with ***************** to confirm we are awaiting the markets approval to move forward with the adjustments needed. At this time, he has been advised an update will be provided next week so we may proceed accordingly.  

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 18700044
  
  I have received correspondence from *************************. Apparently she is getting authorization from management to give me my credits but it has been 9 days and I havent heard anything since I responded to her correspondence. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/16/2023

  I am in receipt of your correspondence concerning PODS customer **********************   On February 14th, 2023, follow up was initiated with ****************** to confirm that PODS has updated the monthly rental pricing for his order to honor the initial price he booked with.  As the pricing has been backdated, we have confirmed the refund amount and that he may expect to receive it within **** business days back to the primary card on file.
  
  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 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.

  Customer Answer

  Date: 02/18/2023

   
  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:01/06/2023

  Type:Delivery 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.

  Dear BBB,I am writing to file a complaint against PODS Moving and Storage. I began working with the company in August of 2022 and had planned to use their services to store my belongings while I searched for a permanent place to live in *******.On November 9 and November 21, I received quotes for the cost of transporting my storage unit from **** to *******. The quotes were identical and included a transportation fee of $3,456.54. However, when I called on December 30 to schedule the delivery of my unit, the customer service representative told me that the cost would be "pretty much the same" no matter the dates. When pressed on the issue, he eventually confirmed that I would be charged the transportation fee listed on the quote. We proceeded with the order, but I never received email confirmation.On January 2, I called customer service to follow up on the status of my order and was told that there was an error on my order and that it had not been processed. The representative said they would need to manually input the order and that I would have to wait until the unit was delivered to the warehouse before I could schedule final delivery to my new apartment. I never received email confirmation of my order and when I checked my card statement on January 5, I saw that PODS had charged me $5,154.84. This is significantly higher than the original quote and higher than what I expected to pay.I have attempted to resolve this issue directly with PODS, but have not received a satisfactory resolution. I am seeking a refund of the difference between the original quote and the amount that I was charged, as well as an explanation for the discrepancies in the quotes and the unexpected 49% increase in cost.Thank you for your assistance in this matter.Sincerely,*************************

  

  Business Response

  Date: 01/09/2023

  I am in receipt of your correspondence concerning PODS customer, **************************   On January ***************, contact to discuss the issue was initiated with ************************* in order to address pricing 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.
  

  Customer Answer

  Date: 01/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am still waiting on resolution and would like to keep this case open.
  
  The company contacted me yesterday to review the details of the complaint, but I have not yet received an explanation of charges or my refund/billing adjustment. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18688690
  
  I am rejecting this response because:

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am still waiting on resolution and would like to keep this case open.
  
  The company contacted me yesterday to review the details of the complaint, but I have not yet received an explanation of charges or my refund/billing adjustment. 
  
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/16/2023

  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: 01/30/2023

   
  Complaint: 18688690
  
  I am rejecting this response because:
  

  PODS has still not resolved my issue.

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

  

  Business Response

  Date: 02/01/2023

  ************ accepted the settlement offer that was provided.   We currently await the return of the document from ************ that will enable the credit refund to be processed. 

  Customer Answer

  Date: 02/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  I have submitted my paperwork but have not yet received my reimbursement. Please leave this case open.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/05/2023

  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 worked with PODs for my move to *******. They were supposed to drop TWO PODs off on Wednesday, January 4, 2023. They dropped one POD off. When I called to ask when to expect the second, they told me it wouldn't arrive until Friday, January 6th. I had already scheduled movers to unload the PODs based on our agreed drop-off date of Wednesday, January 4, 2023. When I asked to speak with a manager, I was told they didn't want to talk to me, and there was nothing they could do. The operator continued to put me on hold to speak to her supervisor. After 20 minutes and four attempts of requesting to speak with a manager, they transferred me to a supervisor. The supervisor, *******************************, at the sales department, opened an incident report. I have not received any communication acknowledging the issue. The customer service experience has been difficult and frustrating, to say the least. The organization failed to communicate effectively and meet its contractual agreement.

  

  Business Response

  Date: 01/06/2023

  I am in receipt of your correspondence concerning PODS customer ******************  On January ***************, 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.

• Initial Complaint

  Date:01/04/2023

  Type:Sales and Advertising 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 company is fraudulently charging me $200.00 and has sent the bill to collections despite a representative stating I had a zero balance on August 22, 2022.On Friday, July 1, 2022 at approximately 3:00 pm, I called PODS and spoke with a male representative to confirm an afternoon pick up between 4:00-7:00 on Saturday, July 2, 2022.Saturday morning, I went to ********** to get more tape to finish packing the 7 boxes I had left to place in the container.By the time I returned to my home the container had been picked up and taken to the new residence and placed in the driveway of the current homeowner.Because the container was picked up and dropped off in the morning the current homeowner was unable to place his moving vehicle in his driveway and had to have the ***** parked down the street.Due to PODS scheduling error, I opened up an incident report (#*******) with ***********************, who never responded to my emails in the month of July.On August 22, I called again and spoke with ******. Unbeknownst to me my account was in collections. ****** informed me that ************* had the collection bill and that the bill had not yet gone to a third party collections agency, ************************* ********* and I would be transferred to ******** in their in-house collections department.******** stated in order for my account to have a zero balance I would be responsible for paying $130.00. I wanted the matter resolved and asked for an email confirmation which she was reluctant to write. Instead she gave me a reference number #*******.The following amounts have been charged to my American Express:June 24th:$459.82 July 1st: $100.00 August 24th: $130.00 On November 18, 2022, I get a letter from ************************* *** that reads I owe $200.00.I would like BBB to pull the recorded phone calls starting with the call I placed on Friday, July 1st, confirming an afternoon pick up and on August 22nd when ******** stated I had a zero balance after paying $130.00.

  

  Business Response

  Date: 01/06/2023

  I am in receipt of your correspondence concerning PODS customer, ********************   On January 6th , 2023, contact to discuss the issue was initiated with ******************* in order to address billing 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.

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18686146
  
  I am rejecting this response because:

  A. I do not have any email or documentation stating my account is at a zero balance like I was told when I submitted my payment of $130.00 on August 22, 2022.

  B. I do not have an email or written proof that this incident has been removed from my credit report.

  C. A person by the name of ******** left a message stating only her office hours. I returned her call during her office hours ************* but she never returned my call.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/10/2023

  On January 9th, 2023, ************ was made aware of the review findings and resolution that was able to be provided via email as she indicated in her response voice message that due to her schedule would not be readily available for call back on Monday, January 9th,2023. 
  

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18686146
  
  I am rejecting this response because:

  On August 22, PODS in-house collections agency assisted me and stated that after paying $130.00 my balance would be ZERO  It was during this time that ******** and I negotiated on what I needed to pay.

  A. I want in writing that my account has a zero balance as was stated on August 22, 2022. ( I have asked for the recorded call to be pulled for evidence of what ******** (in-house PODS collection agent, stated that day).

  B. Now that PODS has sent my account to a third party collections agency, I need this to be removed from my credit report.  That also needs to be in writing.  I will seek legal counsel and even take it to the News channel that will assist me in getting this matter resolved.  I am now back to work, and as a teacher, every minute of my day is accounted for but I hope you will be the person that will resolve this issue once and for all.

  I am unable to accept calls at work when I am teaching.  This is why *************** via email.

  Not only was I told on August 22nd that my account was zero but the following day I followed up and spoke with another agent and he also confirmed my account was zero.  Only now, PODS responds by saying they did not apply a $100.00 credit.  Yet, it is acceptable to send my account to collections?  On two separate calls, I received the same information...my account was zero after I paid $130.00.  Please make sure both recorded calls are pulled for evidence stating my account was ZERO.

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

  

  Business Response

  Date: 01/16/2023

  *********** was advised that an additional customer satisfaction credit was submitted,as a goodwill gesture, toward the balance on her PODS account and that we are continuing to work with our PODS collections team in regards to the 3rd party collection issue. 

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18686146
  
  I am rejecting this response because:
  My credit report still reflects a negative report from PODS. ********* response via email reads she is working with the billing department to reverse the negative report. However, it still hasnt been resolved.
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/04/2023

  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 got a quote for a pods move on 06/03/2022 and booked my move on 06/03/2022 I was quoted a specific price for the move as follows: Quote Number: ******** Quote expires: 06/10/2022 Container(s): 1 X 16-foot length container Container 1 Empty Container Delivery ********** Full Container Delivery ********** 10% Off Initial Delivery, 10% Off First Month's Rent & 10% Off Long Distance Transportation Fees First delivery date: June 6, 2022 Your total estimated moving price listed below excludes all applicable taxes and is based on the date(s), months of storage, and location(s) you provided. Your final price will be confirmed when you place your order. DescriptionPrice Container Delivery$89.10 USD Deliver Empty Container to Your Location89.10 First Month With Discount$270.10 USD Monthly Rental of Container at Your Location260.10 Container Only Protection Option - Monthly Fee10.00 Recurring$299.00 USD Monthly Rental of Container at Your Location289.00 Container Only Protection Option - Monthly Fee10.00 Move Container To A New Location$109.00 USD Move Container to a New Location109.00 Final Pickup$99.00 USD Pickup Empty Container from Your Location99.00 I had the container less than 30 days. To my surprise I was charged nearly twice and a half for the Move container to new location and twice and a half for the pick up empty container I made a complaint # *** **** which I was treated like I was speaking with an aggressive debt collector and was never contacted for response. I also paid for insurance, filed an insurance claim and it was denied they stated they dont cover my damaged items another surprise. I contacted again today many months later after no response, I was read notes made about me and the female rep was in a sense attempting to taught me with rude notes made about me instead of addressing the

  

  Business Response

  Date: 01/05/2023

  I am in receipt of your correspondence concerning PODS customer, ****************************   On January 5th, 2023, contact to discuss the issue was initiated with *************************** in order to address the move to new location/final pick up fees 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.
  

  Customer Answer

  Date: 01/06/2023

   
  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:01/04/2023

  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.

  It's been 16 days and still our POD has NOT been delivered (original date, 12/16/22, yet, payment in full was received BEFORE scheduling our delivery. Every day we call and are given a different story of why or where our POD is. We are in **. We were told it was in *********** and this is where the original delivery would originate from (2.5 hours from our new home). When that delivery day came and went with no delivery of our POD, we called were told they were "trying to locate our POD." A few days later, we were informed it was located - in **********, **! Finally, we were told it would be delivered last night. This morning (1/4/23), NOTHING. We called, again and were told they could not "find our street." There was no phone call from the driver. We were then asked by PODS customer service to send us a "Pin Drop" in an email to them. A simple ****** search of our address would have given both their driver and customer service the exact location. We then sent the email, called PODS **************** and told "it takes about an hour for emails to come through" so they STILL could not confirm if there would be a delivery. We were also told we would get a credit, but that has also been MIA...maybe it's with our POD.

  

  Business Response

  Date: 01/13/2023

  I am in receipt of your correspondence concerning PODS complainant, ***********************. 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.  

• Initial Complaint

  Date:01/04/2023

  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.

  On 12/16/2022 *************** stole $614.16 from the credit card I had removed from my *** account. So, *** had to save my credit and debit card information after I asked for the cards to be removed. I also told the PODs customer service worker never to charge my credit or debit cards which I had previously used to make payments after 09/09/22, and he stated ok and told me that he noted this request in my account. So, this is the second time this has happened. This unethical and illegal action also occurred once before 9/9/22, *** stole $204.72 from my credit card, but they refunded it. I called *** on 08/21/22 to file a claim for property damage and scheduled the *** container to be removed. The *** told me that the person handling my claim would arrange picked up after an inspection is completed on the ***. The claim adjuster or the inspector never contacted me. I continue to call the customer services center to inquire about *** paying for my personal property and picking up the *** out of my yard. I do not have anything in the *** container because my personal property was damaged and destroyed in the PODS. The container has been sitting in my yard waiting for pickup since Aug 2022. I am only asking the company to refund the $614.16 to my credit card, pay for my damaged personal property, and pick up the *** container.c

  

  Business Response

  Date: 01/09/2023

  RE:      ***************************** (CID 130205949)
               Complaint #: 18681206
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, *****************************. On August 22nd, 2022, and on January 5th, 2023, attempts made to reach out to ***************************** at ******************,requesting a response with her statement of claim and photos related to her claim. To date there has been no response. On August 22nd, 2022,there was a voicemails were left for ****************** as well at ************. Should ****************** wish to further discuss their claim they are encouraged to respond to the email with the required photos. PODS can be reached 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 she 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: 01/10/2023

   
  Complaint: 18681206
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  I also have documentation where I tried to resolve this issue, so the only resolution I am requesting is to receive payment for my damaged property, a refund of $614.16 to my Well Fargo credit card, and for the PODS container to be removed from my property. I never received an email , and I have called PODSs customer service many times. After I reported the damage claim, I never received a call from PODS until I filed a dispute with Better Business Bureau about this issue, and I still have not received any emails. On Thursday, January 5th **************** with PODS left a voice message.so I tried to call her back that same day and left a voice message. I also called her in the morning and afternoon on the following days and left voice messages Friday 01/06/2023, Monday 01/09/2023, and Tuesday 01/10/2023. In the voicemails,  I expressed my interest in resolving this matter, and I also left her my business email since I have never received any emails from PODS. PODS charged my ***** Fargo Credit card for $204.72 on 9/9/2022, and I filed a dispute for this charge. PODS never responded to ***** Fargo about this dispute. After I kept calling them, the company gave me a refund. I requested many times to PODSs customer service representatives that I wanted the storage building to be removed at any time after I filed the claim in August of 2022.  

  

  Business Response

  Date: 01/16/2023

  RE:      ***************************** (CID 130205949)
              Complaint #: 18681206
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, *****************************. ********************** records reflect there are email communications between ****************** and her claims representative that she has been working with. ******************, emailed on January 11th, 2023 and there was a response to her email on January 12th,2023. At this time PODS is awaiting Ms. ******** response with her statement of claim. PODS requires this information via email as it is used for documentation purposes. A review of Ms. ******** account is under way based on what was submitted so far, however her additional communication is needed. ****************** may contact PODS directly by contacting her claims representative that she has been working with or the PODS customer service team at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18681206
  
  I am rejecting this response because: PODS Moving & Storage refused to pay for my personal property that was damaged do to the PODS shed interior and exterior damage. So, the message below was email to me from PODS Moving & Storage. I also included my reply to the company, but I am going to file a small claim against this company because the PODS Moving & Storage is 100% responsible for the damage. 

   

   

  *****************************,
  
  Thank you for submitting the statement of claim regarding incident ******* - POD-00001979.
  
  I have the email that you sent over to today as well.
  
  The statement you submitted wasnt submitted until Friday. I do not work on Saturday or Sunday is the reason why your just now getting an email response from me today.
  
  Unfortunately, I am not always available for phone calls given my schedule, meetings, and the amount of claims that I handle daily. A phone call is just not conducive most days. Email communication is best, however we can certainly work to set up a time/date to discuss the matter if a phone is necessary for you. Please advise which is preferred. We can then try to works towards getting a call scheduled for the both of us cordially.
  
  We regret to inform you that we deny your claim, as further explained below.
  
  PODS received your claim concerning damage to personal property stored in your container. Our investigation has established that the declared damages cause could not be determined or attributed in any way to PODS. No physical damage was found to the rented PODS brand container unit and no other cause for the loss was identified.
  
  Please consider the terms of your rental agreement you entered into with PODS. The terms of our arrangement provides generally that you assume all risk of loss or damage to your contents however caused. This would include loss or damage from mold/ mildew or rising water. Also, our arrangement requires you to protect against the risk of loss of your contents by insuring your contents. Should you desire, you may view the rental agreement by accessing your PODS online account.
  
  Based on the above, we respectfully deny your claim and consider this matter closed. Should you have any further questions or have any other information to provide me pertinent to your claim, please do not hesitate to contact me.
  Respectfully,
  
  
  Sincerely,
  
  *****************************

   

  ___________________________________________________________________________________________________________________________________________________________________________________________

   

  ************
  
  The pictures I took of the storage shed clearly show that the shed was damaged in the interior and exterior. The shed was placed on my concrete driveway and not directly on the ground. I do not live in a flood zone, and water does not rise in my yard. So, I know the damaged interior and exterior of the shed caused damage to my personal property. So, I know that PODS Moving & Storage is 100% responsible for the damage to my personal property, After you have determined that your company is not liable for the damage, I will now let the court system determine if PODS  Moving & Storage is liable. 
  
  Thanks, 
  ***************************; 

   

   

   

• Initial Complaint

  Date:01/03/2023

  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.

  *** was ordered on September 11 and divered on September 13, 2022.The service and delivery charge was 89$ delivery charge, monthly rental fee $229.00, $ ***** container only protection fee pickup fee *****. We have found that the *** leaked water, filling the container with about 3 inches of stagnant water, causing rust on storage items deaming them unusable. We were forced to empty the container on Thanksgiving day due to the damage. We contacted them several times regarding the damage, where they were unresponsive and did not file the complaint correctly several times with no follow up from them. We sent pictures, quotes for damaged goods and took video of the damage caused by the ***. They responded within a 24hrs period stating that they were denying the claim. I feel that they should be held accountable for the damage caused by their defective container. I take very good care if my personal property. My life time ******* for the snap on tools is now void due to the damage causes by the ***.

  

  Business Response

  Date: 01/10/2023

  We are in receipt of the correspondence concerning PODS customer, *********************************. Following communications exchanged with ********************* on January 4th, 2023, PODS position remains unchanged. We fully investigated this matter and found no physical damage to the unit. A pressured water test confirmed negative for any water intrusion. This included allowing continuous water run over the roof and entire exterior of the container to detect leakage - to which there was none. Based on these findings, the claim was denied. Should ********************** have obtained home owners/renters insurance coverage, a claim through those resources may provide the relief sought. With receipt of this correspondence, PODS considers this matter closed.
  
  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 Enterprise, LLC prides itself of its quality customer service and we regret that ********************** feels he experienced anything less. We sincerely apologize for any instance where an individual is not completely satisfied with a PODS experience. When notified of less than satisfactory experience, we endeavor to review the processes that gave rise to the feedback and take appropriate measures to address their comments.

• Initial Complaint

  Date:01/03/2023

  Type:Delivery 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.

  On 11/22/2022, we ordered (2) of the large size Pods for pickup in early December, storage at the Pods facility and redelivery at the new address on 1/6/2022. We were emailed the order confirmation and walked through it with the sales rep to confirm all dates at charges. The total came to $945. We provided a debit card and paid for the initial order. On December 25th and 29th we were charged $349 and $359 respectively. Neither of these charges were discussed by the sales rep, neither show up on the order confirmation, nor were they ever authorized. (In my opinion, the commissioned sales rep purposely lied about the charges to make a sale). My wife called customer service on December 26th to dispute the first charge and was told that we would receive a refund. As of today (1/3/2023), no refund has been given. My wife then called again on December 30th to dispute the second charge. On that call, she was told that the dispute would be assigned to an internal investigative team and we would receive a reply within ***** hours. As of today (1/3/2023), no reply has been received. At the time of ordering, I received an email from our local customer service representative. I emailed her as well yesterday (1/2/2023) and received nothing in return. I called again today and spoke with another customer service rep and was told that I cannot speak with a supervisor and there is no way to make direct contact with Pods investigative team. After reading the 450 reviews on BBB, involving very similar experiences, I thought it best to file a complaint here.

  

  Business Response

  Date: 01/10/2023

  RE:       *********************
               Complaint #: 18677780
  
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************. I am happy to inform you that at the time of the receipt of this complaint, the issue was resolved by a PODS representative and  *********************. As of 1/10/2023 we have confirmed with ********************* that the issue was addressed to their satisfaction.Based on this, we ask that you close this complaint as resolved. Thank you.

  Customer Answer

  Date: 01/12/2023

   
  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,
  
  ***************************