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

  1209 W Market St Smithfield, NC 27577-3338

• 

  Pods

  601 NW Mercantile Pl Port Saint Lucie, FL 34986-2258

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

• 

  PODS Moving & Storage

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

  

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:01/03/2023

  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.

  I am a disabled veteran on a fixed income and I ordered my POD on the 29th of November order number ******* in order to move my family from ********** to *****. When speaking with a representative and hearing about the Pay as you go method, it helped me make my decision as moving to a new state is expensive, i felt this would give me room to make sure everything gets done. The problem is it isnt pay as you go. I paid for my move on the 7th for a move on the 16th. I felt lied too. At this point normally I would pull my business due to misinformation, but we were on a tight schedule to get it all done. All I would receive from conversations on the phone with PODS employees (lies or misinformation). After this, the drop off and pick up went well from ********** they were on time and besides the miss leading pay as you go this part went well. Friday December 30th I called to schedule drop off in *****. I was informed that the 3rd may be closed and that I would have to do the 4th as drop off and the 6th for pick up but the employee believed the 3rd was open and would request the 3rd. This wouldnt be a problem because I just need to schedule in order to be here and get things done with my family. On Friday the 30th or maybe Saturday the 31st of December I was called again by a PODS employee stating that the 3rd would work and they had me down for **** and I asked them to change my pickup date from the 6th to the 5th. They changed my pick up to the 5th and still drop off is on the 4th of January. I live in an apartment and if the pod is there for more than two days it would cost us. They are now attempting to tell me that they wouldnt be able to pick it up for almost 10 days possibly accumulating more charges. This entire process has caused my anxiety level to rise thru the roof and feel I may be falling into depression due feeling taken advantage of because of my time constraints as well as financial difficulties. This process has been very frustrating.

  

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

• 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.

  I had a POD in PODS storage facility at almost 500$ a month when I shipped it to a location in November the price was supposed to be 220 a month plus tax. They have been over charging me the storage facility price for entire duration instead of the on site price. I have contacted them via phone and email a 1/2 dozen or more times a month and have gotten incident reports and promises to reimburse me but thus far have not seen one cent and have been improperly billed even after contact has been made regarding my acct and issue.

  

  Business Response

  Date: 01/13/2023

  I am in receipt of your correspondence concerning PODS customer *******************************. On January 10th, 2023, contact to discuss the issue was initiated with ************************ in order to address his concerns and work towards a resolution. At this time, he has been advised to contact his specialist directly to provide further details in an effort to proceed.  

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18675406
  
  I am rejecting this response because: I was told that no refund would be provided because they never said I would be charged the specified on site amount and that they dont have to. I was literally told that even though its on site I will be charged the price for in the storage facility because they never said they would change the price and dont have to (which makes no sense at all and seems criminally negligent) I told them to review the calls and contact me back because no one ever told me they would be still charging me that amount and Ive yet to hear back from them over a week later. Luckily I was overcharged again this month (January) so theres that.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/25/2023

  I am in receipt of your correspondence concerning PODS customer *******************************. When a customer chooses to have a container taken to the facility for further storage,regardless of the duration, the order is booked with the monthly rental associated with our storage center rates. On January 25th, 2023, follow up was initiated with ************************ to confirm that no error was found on his account as PODS confirmed the monthly rental price upon booking. As no false promises were made upon booking regarding a reduction in price, no adjustments or compensation will be provided.

  
  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 he 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 closed.

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18675406
  
  I am rejecting this response because: as you can see in the two attached photos the response from pods is that they didnt do anything wrong however you can see in my correspondences the issue is that I'm being charged for a service Im not receiving and the stance is even though I requested the removal and deposit to a different location to save money they not only didnt tell me I would still be charged said amount but let it happen because they also were able to charge me an additional delivery fee to said location. Im of the mindset that this was all a scam to price ***** customers. 

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

• Initial Complaint

  Date:12/31/2022

  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.

  Back in August of 2022 we ordered a PODS storage unit. The unit was used for on-site storage at our home during repair to our house. The unit was only needed for a month. We finished with our Pod a week early. We contacted the company to have the unit removed early. After three requests by me, over four days, they finally picked up the Pods unit. We paid our bill. Now we are seeing a charge from PODS for $83.35 three months after we paid the bill. We paid our bill in full, through our insurance company back in September. There is no indication of what this additional charge is for. We are disputing this charge.

  

  Business Response

  Date: 01/04/2023

  I am in receipt of your correspondence concerning PODS customer, ************************   On January 4th, 2023, contact to discuss the issue was initiated with **************** in order to address his concerns in regards to the charge of $83.35.  
  
  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:12/30/2022

  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.

  We hire PODs because we heard good things about them. They had us pay for the travel fee in advance even though we werent set on a location wether wed move to ******** or ***** or even stay in **********. They said theyll refund ** if we didnt move out of state and that theyll call ** or inform ** before they would ship our pod to ******** if we make the decision to move and in the meantime theyll store it in their ******* location. They shipped our pod 2 weeks after it was stored and they also sent us to collections and never notified us in anyway that we had a past due balance. Weve been calling to try to get our pod back to ********** but they are trying to charge ** ***** for their mistake and if we didnt call they would have auctioned our pod. They are a horrible horrible horrible service. DO NOT USE THEM! It happens so often apparently.

  

  Business Response

  Date: 01/10/2023

  I am in receipt of your correspondence concerning complainant *****************************. On January 10th, 2022, contact to discuss the issue was initiated with ***************** in order to address her concerns and work on a resolution.  As we are unable to locate an account with any of the information she has provided to the BBB, we have requested she provide the primary account holders name along with a customer ID and/or telephone number associated. Once received, we will then work to complete the account review as needed. 

• Initial Complaint

  Date:12/30/2022

  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.

  June 2022 hired a pods container in ******** **. November 22, 2022 called the 800# for pods and scheduled a delivery of said container to ************ **, for December 2, 2022. More than their 5 day requirements. We drove from MI to ******************* on December 1, 2022. Called that evening to confirm delivery for the next day. December 2, 2022 no call or email. Called the 800# at 10am to get a status, only to be told the pod was still in **. We spent over 5 hours on the phone getting the run around from so called customer service reps who lied multiple times. At 6pm that day we finally got a call from pods stating the pod would be delivered December 9th!!!! But could possibly be earlier. With that being the possibility, we had to stay in ** waiting for delivery. We called everyday for update being told it should be tomorrow. On the 9th we were told delivery by noon. The pod did not arrive until 3:30pm. We are trying to get a refund, they say they don't do that, we are trying to get our weeks expenses compensated. We are getting the run around still, with them asking for our actual bank statements instead of receipts. We paid over $4000 to this company with nothing but lies and heartache, not to mention $2000 in living expenses for the week we had to wait on pods to deliver our belongings. The company should be shut down.

  

  Business Response

  Date: 01/16/2023

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

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18663372
  
  I am rejecting this response because:

  Even though a customer advocate was assigned like they stated, I have not heard back from anyone at PODS for two weeks now, and after attempts by myself to receive status updates or determination on my claim. They have not done anything that I know of once your office contacted them.  I provided every document they asked for and with receipts.  Not sure why they are non-responsive or willing to correct their mistake by compensating me a refund or reimbursement of my out-of-pocket expenses they caused me for using their service.

  I personally think they are ignoring me or assisting me in resolving the issues they caused. They hate the fact I reached out to your office to file a complaint and now refuse to compensate me for their lack of service.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/01/2023

  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: 02/07/2023

   
  Complaint: 18663372
  
  I am rejecting this response because:

  It has now been over a month that their "advocate" sent everything over to their supervisor for approval and I have not received any type of "resolution" from them.  I provided every document they asked for in order to fix the mistake they made. How long does it take to approve compensation for what was submitted??? Obviously longer than a month...but I have yet to see anything more from them since I turned over my complaint to involve your office.

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

  

  Business Response

  Date: 02/15/2023

  18663372 - *********************** - I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. We have reached a resolution and sent an offer letter to ******************* We are currently awaiting a response from ****************** to advise if he wishes to proceed with the offered amount.

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18663372
  
  I am rejecting this response because:

  Not sure how they can say that they resolved something when the only one agreeing to what they offered is them.  They rejected my receipts, which they requested, on the basis they didn't like the type of receipt provided...but by all legal and judicial standards, the receipt is binding and good. PODS has yet to provide company policy or procedure on this, even though I requested twice. Do they honestly think $700 is fair compensation for lodging/food for 3 people and 3 dogs during a 7-day period? At least provide the federal rate of $155/day.  If they are willing to at least go to that amount instead of the $100, then I would take them seriously about trying to resolve this matter.  How did they even come to that amount??? Like I stated, they have yet to provide documentation from their own policy and procedures on this.  Seems they are just basing everything on their own personal feeling about what a receipt should be and not a legal one.  I really don't want to file in small claims court but that *** turn out to be the only option left if your office is unable to do more to assist on this matter or PODS comes up to federal displacement amounts.

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

  

  Business Response

  Date: 03/02/2023

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. We have reached a resolution and sent an offer letter to ******************* We are currently in communication via email with ****************** waiting to be advised on how he wishes to proceed.

  Customer Answer

  Date: 03/06/2023

   
  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.

  They offered an amount I still feel is less than they should compensate us for, but we accepted their offer.  Thank you for your assistance on this matter and it was appreciated. 

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

• Initial Complaint

  Date:12/30/2022

  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.

  Pods originally told me my monthly rental fee was $245. It then jumped in a month to $642. Spoke to several reps and not one could tell me the reason why. 6 days before Christmas pods took over $2300 from my bank account when i already had a dispute on file. Now that i need my pod picked up, they wont pick up unless i pay my remainder balance of over $700. My account with them is locked and the only personal who can unlock the account is ignoring all my emails and phone messages. Please help me!

  

  Business Response

  Date: 01/08/2023

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

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18662990
  
  I am rejecting this response because:
  This has been ongoing for almost a month and I am being charged monthly for this unit they refuse to take off my property. This unit is also obstructing the use of my ********* feel a time restrained complaint like this should take precedence. Waiting almost a month to figure out why my monthly storage on my properties went from $245 to $642 is absolutely absurd so therefore I 100% reject this response. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/17/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer *******************************. On 1/17/2023, a PODS representative and **************** reached an amicable agreement involving a customer satisfaction credit as a resolution to their claim. Based on this, we ask that you close this complaint as resolved.Thank you.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18662990
  
  I am rejecting this response because:
  I am waiting to see if PODS will be refunding me to correct amount owed to me. I will respectfully accept the businesses response after I receive the correct amount owed to me. Thank you. 
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18662990
  
  I am rejecting this response because:

  Complaint: 18662990
  
  I am rejecting this response because:
  I am waiting to see if PODS will be refunding me to correct amount owed to me. I will respectfully accept the businesses response after I receive the correct amount owed to me. Thank you. 
  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/31/2023

  ****************** was advised the monthly rental rate had been adjusted back to October 7th, 2022 and going forward with subsequent months of rental.   The correct refund was provided after the credit processed was applied to the outstanding balance on Ms. ******** PODS account.    ****************** was provided the account invoices.    In addition, ****************** was advised if she had further concerns about the billing to forward documentation to support the claim in order for it to be reviewed so we may be able to assist in this matter further.   

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18662990
  
  I am rejecting this response because:
  This company is requiring all my bank statements even if there were no charges from PODS. They are looking for all statements from October thru December. According to them, without me providing this very personal information, they can not proceed. The refund i received was shorted by over $700. I have provided them screenshots of where pods took money from my account. I dont feel i need to provide extremely personal information. I believe what i already provided them was more than enough. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/13/2023

  We certainly appreciate ****************** concerns, however, in order to proceed we would need ****************** to supply documentation dated from 9/20/22-1/25/23 that supports her claim. At this juncture, we are only able to provide the previously mentioned billing adjustment and refund. We look forward to continuing to assist ****************** in order to help reach a satisfactory resolution. 

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18662990
  
  I am rejecting this response because:
  Reluctantly, I have provided all bank statements. Im hoping after giving all this personal information, pods refunds me the correct amount. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/21/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,******************. On 2/20/23, a ********************** representative and a Customer reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim. Based on this, we ask that you close this complaint as resolved. Thank you.

  Customer Answer

  Date: 02/22/2023

   
  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:12/28/2022

  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.

  September - October 2022.I rented two 16' PODS for a long haul move from ********** ** to ***** **. I then asked for my belongings to be returned to ********** **. They missed 3 drop dates in ********** **,, no calls, they lost my belongings over a period of a few days,, no calls from them. I lost a lot of money paying movers to unload because they did not show up. I asked for compensation for the money I lost. They've been giving me the runaround for several weeks that I'll get paid. Today 12/28/22 I talked to 3 different representatives. Each had a different story about my refund. All refuse to let me speak with a manager and eventually after almost an hour of being put on hold, I get hung up on. I'm told I was refunded $1,537.10 on 12/22/22 but neither my on line bank statement or a representative at my bank can see any refund from PODS. I've asked repeatedly to speak with a manager but I always get hung up on. Today, the last representative said I will geta call from a manager which I highly doubt will happen. The billing **** ************************* refuses to return my calls or answer my emails too.

  

  Business Response

  Date: 12/29/2022

  Tell us why here...I am in receipt of your correspondence concerning PODS customer **********************   On December 28, 2022, contact to discuss the issue was initiated with **************** to address his concerns regarding the scheduling of the containers 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.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18649333
  
  I am rejecting this response because: After everything I've been thru, the countless phone calls, email and hours I've spent with zero replies, begging someone to call and or email me, PODS saying they take a customers value serious is just nonsense and a complete lie. The ONLY reason they recently reached out to me was my reaching out to the BBB. I received a phone call on 12/28/2 from *********************** @ PODS. She explained she's on a team who handles complaints submitted to the BBB and again, the ONLY reason I received a phone call from PODS was because I made some noise contacting the BBB. I gave her the full story what happened, she apologized and PODS did compensate me $1,000.00 for my trouble but it comes nowhere near the cost of my time and aggravated stress they've cause myself and my wife, and that's pretty much it.  PODS should be investigated for horrible service. The stress they've caused for myself and my wife is beyond words. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/09/2023

  RE:      Customer (CID): *********
                         Complaint #: 18649333
  
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **********************  A review of the issue that gave rise to this complaint is currently underway.  **************** has been assigned a PODS Advocacy Representative and has been contacted to advise of the assignment and was provided contact information while the review proceeds.  We will continue to work with **************** until the review is complete and will provide details and appropriate resolution accordingly. 

  Customer Answer

  Date: 01/11/2023

   
  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:12/27/2022

  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.

  This is the worst moving company in the world. Ever since the order and attempting to have a charge paid for my mother who is 80 had so much stress. She was taking care of the transport cost only and was then charged. I was on hold and with them so many times and had to take time out of my day. They want to charge me a cleaning fee when I did have damage to my property and they claim it is based on how it was packed. I am going to be fighting this decision as well. The worse experience with the worse company. I would never ever use or recommend them.

  

  Business Response

  Date: 01/06/2023

  I am in receipt of your correspondence concerning PODS customer *******************************. On January 3rd, 2023, a refund was submitted as a gesture of goodwill in order to reimburse for the fee in question. ********************* may expect to receive that refund within 5-7 business days. Should she have any further questions or concerns related to her contents claim, she may reach out to her Unirisc Specialist directly to have them addressed accordingly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ********************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that 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. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

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

• Initial Complaint

  Date:12/27/2022

  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 contacted pods in March of 2021 to move from ********** to *****. I got a quote from the customer service rep for a $1063 or $1069 . I was asked if I wanted to lock that price in as she could not be sure if I had to call back or schedule at later date that I would get that price I said yes lock it in I then called back to schedule my POD to be delivered to me in ********** in April I got my pod Then I called to schedule the pick up and delivery and found out that she did not lock my price in as I was told I started a dispuit and it has been now almost 9 months I've been without my personal belongings. I was in the right i feel because after PODs listened to the taped conversation (took them 7 months) and they still have not sent my stuff, In October they sent me an email asking me The resolution I was looking for so I respond I just want my pod. I have paid them $1500 I have been billed $258 a month now for 8 months For storage of my pod that should not be stored it should have been sent to me appropriately.

  

  Business Response

  Date: 12/28/2022

  I am in receipt of your correspondence concerning PODS customer, ************************************   On December 28th, 2022,contact to discuss the issue was initiated with *********************************** in order to address pricing concerns for the move 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.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18644050
  
  I am rejecting this response because: I have already been disputing for 9 months now. I'm not interested in another 9 months while another customer service agent looks into it. They should just send my POD!
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 01/04/2023

  *********************** has been notified that the review found she confirmed with the booking agent that the origination & destination locations for the move were within **********, not that the destination would be in *****.  The agent quoted the cost of the move based on the zip codes ************************ provided at that time.   As PODS pricing is based on zip codes, if those change, the cost of the move can change accordingly.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18644050
  
  I am rejecting this response because:

  This is simply untrue. This agent did NOT listen to recorded conversation that CLEARLY stated I was moving to *****. 

  This company is a joke and treats its customers horribly! I am retired/disabled and do not appreciate being taken advantage of. I stated we were moving to ***** she needed zip to get quote i told her *****, looks like agent typed in ***** which was incorrect. PODs fault NOT mine. There are recordings to backup my claim. Stop holding my belongings hostage!
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/24/2022

  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.

  Pods canceled on ** last minute on Christmas Eve, today. Its 5:30PM and our delivery window was 11:45-245pm. No one called us so we had to call at 415. They told us theyd arrive in an hour. Then, someone called 30 Minutes later and told us that someone was sick due to weather. Well, we bought plane tickets to get our stuff and pack it to our new home. We leave on Wednesday and the best PODS can do is call us back Tuesday morning, what a trash company. They changed our credit card on 12/23, and dont care one but that we paid thousands of dollars in plane tickets to carry out this move.

  

  Business Response

  Date: 01/04/2023

  I am in receipt of your correspondence concerning PODS customer *************************. On January 4th, 2022, contact to discuss the issue was initiated with ***************** in order to address her concerns and work on a resolution.  At this time, she has been advised to contact her specialist directly in order to proceed with further review. 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18637492
  
  I am rejecting this response because we are still waiting to hear back on our settlement. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/21/2023

  I am in receipt of your correspondence concerning PODS customer *************************. As we are reviewing the dispute with the local markets in question, we are still working to finalize the review in an effort to proceed. At this time, she has been advised to contact her specialist directly in order to proceed with further review. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18637492
  
  I am rejecting this response because *************************, who was assigned to my case, has been unresponsive and/or out of office since January 4th, 2023. See attached email screenshots with her out of office. I have also called and left 2-3 voicemails, and zero calls back. 

   

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

  

  Business Response

  Date: 02/02/2023

  I am in receipt of your correspondence concerning PODS customer *************************. A complete review of Mrs. ******** account and documentation has been completed.As PODS provided a gesture of goodwill due to the delay in question, on February 2nd, 2023, a follow ** was sent to ******************* to present our final offer in attempt to resolve the matter amicably. At this time, she has been advised to contact her Specialist directly should she choose 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 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. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.
  

  Customer Answer

  Date: 02/03/2023

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

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18637492
  
  I am rejecting this response because:

  ************************* told us that we would be given a $300 refund for our issues with a December 24, 2022 pick up. She has yet again gone unresponsive and ignores my phone calls and emails. We signed the attached release 10 days ago, and she has not yet confirmed receipt of the release or updated us with the status of our refund. Attaching the release and documented email follow up to her.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/24/2023

  RE:      ******************* (142460376)
                         Complaint # ********
  
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*******************. ********************** has refunded the credit card on file on February 21, 2023. Please allow up to 72 business hours for the refund to post.
  

  Customer Answer

  Date: 02/24/2023

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