Business Profile

Portable Storage Units

PODS Moving & Storage

Headquarters

Complaints

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

Customer Complaints Summary

1,567 total complaints in the last 3 years.
397 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/23/2022
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.
We requested a quote for moving services August 1, 2022 for a move from *********, ** to ****, **. We were told by the PODS agent that it would cost about $(2,358.57). They did not let us know about an additional $1600 transportation fee that was per mile. We tried to set up a payment plan with them September 5, 2022 about the additional $1600. They tried to charge us the original $1600 after they said we could do a payment plan September 26th. They let us pay $300 for the first installment September 30th (as was agreed) and set us up with an agent that would go through the process with us about this payment schedule. I contacted them several times and no one ever got back to us. They eventually sent us a correspondence that our request for payment plan was denied. I reached out to them again asking why they were backtracking on the payment plan that we talked about. They repeatedly tried to auto-charge our bank account many times between August and November, no matter what our discussions were over the phone. They finally tried to charge $1700 over this Christmas weekend (2022) after denying our wrongful charges claim that I officially filed with them. They tell me one thing over the phone and we come to an agreement over the phone. Then they completely backtrack each time telling us that we are wrong and they are right and try taking as much money as they can from our bank.
Business Response
Date: 01/06/2023
I am in receipt of your correspondence concerning PODS customer ********************** and complainant *************************. On January 6th, 2022,contact to discuss the issue was initiated with Mr. ******* and ****************** in order to address their concerns and work on a resolution. Should they wish to proceed with review, they will need to follow up with their Specialist directly accordingly.
Customer Answer
Date: 01/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this response might be acceptable. However I would like to keep this open until this issue is completely resolved as Pods has been unwilling to work with us in the past.

Sincerely,

*************************
Initial Complaint
Date:12/23/2022
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.
I reserved a container from PODS.com and required my container to be placed partly on a non-paved location. Upon arrival I requested the driver to place the *** directly to the right of my single driveway (facing the house). Driver responded with "No, its not going in the grass" he told me he will drop it in the driveway which I replied that won't work and wish I knew this ahead of time. The driver just shrugged his shoulders after my statement.I immediately called customer service resulting in the following: (See Detailed Complaint Summary in Supporting Documents)Supporting Documents Attached: -Pods Detailed Complaint Summary.pdf : Detailed explanation of my complaint due to character limitations.-Pods Email Communication ******.pdf : Communication received and sent to Pods.-Pods Email Communication ******.pdf : Communication received and sent to Pods.-Pods Collection Letter ******.pdf : First notification received on attempt to collect a debt, received as an email attachment.-Pods Non-Paved Advertisement #1.pdf : Pulled from their website which prompted me to initially rent with Pods.-Pods Non-Paved Advertisement #2.pdf : Pulled from their website which prompted me to initially rent with Pods.-Pods Delivery Checklist.pdf : The only communication I received prior to the pod delivery which doesn't address their claim that pods are never placed on grass.
Business Response
Date: 12/27/2022
I am in receipt of your correspondence concerning PODS customer, ************************** On December 27th, 2022, our PODS advocate spoke with ************** in order to address his concerns in regards to the charges that occurred on his PODS account. ************** is aware that we are in the process of working on a resolution to his claim.

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 Mr. ***** 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: 01/05/2023

Complaint: 18635216

I am rejecting this response because:
The response was an accurate update as of December 27th 2022 however, I'm still waiting on a resolution. As of January 5th 2023 I've not heard back from Pods regarding an update on my compliant and request.

Sincerely,

*************************
Business Response
Date: 01/06/2023
On January 6th, 2023, ************** was advised of the credit processed to his PODS account which lead to there no longer being a balance due and ************** receiving all charges from PODS returned to his credit card. PODS considers that the matter has been resolved amicably.
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:12/23/2022
Type:Customer Service 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.
Starting 11/12/2022, through the week of 11/14/2022 Two pods containers (container numbers are 148863BX and 179B27) that DID NOT belong to me or my family were dropped off on the driveway of our home. We were in the process of moving into this property so we were not home when the containers were dropped off. My husband arrived at our new home to offload our items when he saw that our driveway was blocked with these two (2) pods containers that we knew nothing about! I called pods customer service and received an apology and was promised that the containers would be removed that day. But they were not! The next day my husband arrived again, to meet both containers still on our driveway! I called pods customer service again, and the same thing happened another apology and promisebut the pods were not removed! I finally told the representative I was speaking with it had been about a week or so of this ridiculous situation so I was going to call the police to have their pods towed. That night a Pods driver arrived to pick up one (1) of the containers. Throughout this period my husband had to drive our van on our lawn to move our items into our home because our driveway was blocked with a strangers pods containersdropped there by Pods Moving & Storage. To make things worse, the weather was cold and rainy at times. I asked for compensation for the trespassing and extreme inconvenience and I was promised a follow-up with the compensation. However, I never heard back from Pods Moving & Storage and I have tried severally to call to follow up but to no avail. At least twice, the phone was disconnected while I was in the process of explaining the reason for my follow-up call to Pods Moving & Storage customer service representatives. I have tried to find a corporate office number online to lodge my complaint but I was unsuccessful in this attempt to resolve this egregious issue.Pods container numbers are 148863BX and 179B27. I will also upload pictures.
Business Response
Date: 12/28/2022
I am in receipt of your correspondence from ****************** concerning our PODS customer. On December 27th, 2022, our PODS advocate spoke with ****************** to address concerns about the containers that had been placed & subsequently removed from the property 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 Chizaram Chuzumara 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: 12/28/2022

Complaint: 18633554

I am rejecting this response because:
It does not address the issue, neither does it address my request. **Please note that I am NOT/was NOT a Pods customer.**
********************** containers belonging to someone else were dropped off on my property for several days. This is trespassing. Kindly refer to the original complaint for details.
Sincerely,

*******************
Initial Complaint
Date:12/22/2022
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 May of this year I hired PODS to move my household items. Entire process was a nightmare. The *** was not delivered on time, and worse than that there was no communication. This cost me much time and inconvenience as several other services including scheduled movers had to be changed. I attempted to reach out to PODS to get some type of compensation for these problems. I called and e-mailed customer service multiple times, I reach out on social media multiple times. I asked repeatedly to speak with a manager or have a manager call me back. I was NEVER able to speak with a manager. I paid over $2000 on my **************** platinum card for these services. In November of this year I received a phone call from PODS saying I had an outstanding invoice. I called PODS and they told me that my invoice was never paid and I owed another $2,000 + to pay for their services. I again asked to speak to a manger as this was paid. They refused to connect me with a manager. I called **************** to verify merchant had been paid- they verified PODS had been paid. They also indicated that PODS could call the **** merchant line directly to verify. Also verified on my billing statement I had been charged. I called PODS AGAIN with this information and they refused to look into it any further simply saying I must pay or my account was going to collections. My account is now in collections. PODS was a total nightmare from start to finish, from the original services provided to the billing. I have NEVER in my life dealt with a company who just flat out refuses to let you speak to a manager or someone in charge. They need to be held accountable for this and I need written confirmation I do not owe any money. I have never in my life had a bill go to collections now I have to deal with that nightmare after everything I have already dealt with with PODS. Please help. Thank you so much,************************* ************ ****************
Business Response
Date: 01/04/2023
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.
Customer Answer
Date: 01/20/2023

Complaint: 18627642

I am rejecting this response because:
I am in communication with PODS but issue has still not been resolved.
Sincerely,

*************************
Business Response
Date: 01/31/2023
I am in receipt of your correspondence concerning ************************** Due to Mr. ********* concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time. Upon completion of the review, a member of our PODS Billing/Collections team will reach out to ******************** directly to discuss.

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

Business Response
Date: 02/16/2023
I receive your correspondence concerning PODS customer, ******************** states that **********************, **** has been contacted her regarding the final balance on her account. The customer placed a chargeback on the account in the amount $2484.09. PODS Enterprises, LLC won the dispute back in July

We apologize that ******************** is unclear as to the final balance owed to PODS, **** The final balance owed to PODS, **** is $512.12 and that balance has been sent to collections.

PODS Enterprises **** prides itself of its quality customer service and I regret that ************** feels she experienced anything less please be aware that our representatives have been mentored correctly. 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 the receipt of this correspondence please consider this matter to be resolved.

Please do not hesitate to contact me directly at ************** with any questions or concerns.

Sincerely,
Initial Complaint
Date:12/21/2022
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.
I ordered a Pod to move across the country and it was scheduled to be delivered to my new address on 11/19 - they were unable to deliver it as promised and I had to wait until 11/22 for my belongings to be delivered. On the meantime I had to get a hotel room to stay in since I didnt have my bed or belongings. I stayed 3 nights at a reasonably priced hotel (Best Western Plus) and spent a total of $671.66 for all 3 nights. I am supposed to be getting reimbursed for the hotel stay, but getting a resolution from PODS is worse than sawing off my own arm with a butter knifeJames Masters ************ ************************************ Is the one assigned to my case (Incident Report #*******) however he has only ever sent me ONE email and that was after WEEKS of begging for someone to contact me. He asked that I send in a PDF of my bill from Best Western to which I did immediately, but its been silent since Ive done that. I called PODS again and again and again only to be told every time that someone will call me by the end of the daythats never happened. I now need the BBB to step on and help me get my money back. At this point I also want compensatory damages as well.
Business Response
Date: 01/03/2023
I am in receipt of your correspondence concerning PODS customer, **************************** On 12/22/2022, contact to discuss the issue was initiated with ************** to address her concerns regarding the scheduling of her container 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 a customer not being 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: 18624709

I am rejecting this response because:
No resolution was providedI NEED my refund

Sincerely,

***********************
Business Response
Date: 01/09/2023
I am in receipt of your correspondence concerning PODS customer, **************************** On 12/22/2022, contact to discuss the issue was initiated with ************** to address her concerns regarding the scheduling of her container 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 a customer not being 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: 18624709

I am rejecting this response because: A resolution was NOT provided!!!!

Sincerely,

***********************
Business Response
Date: 01/11/2023
I am in receipt of your correspondence concerning PODS Enterprises, LLC and customer, ***************************. A review of the issue that gave rise to this complaint is currently underway due to a delay in receipt of the container. Our initial contact with ************** was on 12/23/2022 where we advised that we would review her concerns. On 12/29/2022, we received the documentation from ************** and are currently reviewing the information provided in order to provide the best resolution offer. On 1/6/2022 and 1/10/22, a follow-up was sent to ************** to provide a status update on her claim review. We will continue to work with ************** toward an amicable resolution. In the meantime, should ************** have any questions or concerns she may reach out to her assigned advocate for assistance.
Customer Answer
Date: 01/11/2023

Complaint: 18624709

I am rejecting this response because:
The initial contact was on 11/19/22 when I called about my POD and asked for a resolutionStating that our initial contact was in December is a FLAT OUT LIE!!!!! I have been waiting almost 60 days for a refund
This is ludicrous!!!! Being told that my request is under review seems like a stall tactic at this stage of the process
Do I need to retain counsel?
PODS???

Sincerely,

***********************
Business Response
Date: 01/23/2023
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************. On 1/23/2023, a PODS representative and ************** reached an amicable agreement involving a satisfaction credit as a resolution to her claim. We have received the documentation needed to complete the refund and it should reflect in her account in the next 3-5 business days, satisfactorily resolving the issue.
Customer Answer
Date: 01/23/2023

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:12/21/2022
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 ordered 4 PODS for a cross-country move this summer, and we presented a 10% off code upon ordering these PODS. To date, we have only received $375.09 in refund Our PODS order #********* included 4 Pods with an initial delivery, transportation, and first-month rental fees totaling $16,702.49. In order for the 10% off benefit (BENEFIT10) to be satisfied, we are due a refund of $1670.25. We have yet to be issued the remaining refund of $1295.16. Our customer advocacy specialist assigned to Incident #******* is:*************************** Customer Advocacy - Customer Resolution Specialist o | ************ e | ************************************* ************************************************************** Despite 4 attempts at emailing her and calling her several times to leave voice messages, she has not responded back to us at all.In addition to this, we are due a refund of $298.95 (Invoice #PODS001638866) since we were erroneously charged for an additional month's rental on Container ID ********. (Incident #*******).In total, we are due $1594.11 (not including the $375.09 that has already been issued to refund, but not received yet). I strongly recommend not doing business with PODS ever, as their customer support is not at an acceptable level, and their business practices are borderline criminal.
Business Response
Date: 12/30/2022
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 of the account and billing proceeds. We will continue to work with ******************* until the review is complete and work toward an appropriate resolution accordingly.

We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************* may have endured. PODS Enterprises, LLC prides itself on its quality customer service and I regret that ******************* feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
Initial Complaint
Date:12/21/2022
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.
Pods damaged my driveway when they picked up the container in August 2022. I contacted them on Aug *************************************** November I re wives a quote of $2400 to repair the damage. I sent that to *******************. I have contacted **** 12 times via email and twice that amount over the phone. I was told in November that Liberty Mutual would be in contact to send reimbursement for the damage. As of 21 Dec I have not been contacted. **** and Pods have been unresponsive to emails and calls. I have been polite and patient. I would like to be reimbursed for the damage.
Business Response
Date: 12/30/2022
I am in receipt of your correspondence concerning PODS customer ************************ As of today December 30th, 2022,contact to discuss the issue was initiated with **********   in order to address his concerns and explained this was filed with PODS auto insurance Liberty Mutual to resolve his matter. A follow up has been requested to Liberty to contact ***********

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: 01/19/2023

Complaint: 18621406

I am rejecting this response because:
I received the following response from ******************* on 30 Dec 22. On the rare occasion when I have been able to get through via phone, I receive the same response. **** has called me once and told me Liberty Mutual should be reaching out to resolve the claim. To date, I have received no response from Liberty Mutual, ****'s management, nor the local office that he states will contact me. **** told me the claim would be paid on October 7th after I sent in the estimate for repair. He never replied after I sent the estimate in. I have included relevant correspondence proving the promised, and then lack of action. My issue remains unresolved.
Sincerely,

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

12/20/22 from Pods rep:
**********,

I apologize you have yet to be contacted. Once we advise the local office to file with Liberty Mutual we expect it to be handled. I have escalated the issue to the local office as well to my management for the claim # with Liberty Mutual to be able to to provide you. Once the local office responds, i will follow up with you directly.

Thank you

****

Business Response
Date: 02/01/2023
I am in receipt of your correspondence concerning PODS customer ***************. As of 12/30/22, the local PODS office has been advised the customer has yet to be contacted regarding their property damage. Due to the damage being caused by the operation of the PODS truck, this claim has been handled over to Liberty Mutual to handle the claim directly with **********. This has been escalated and ********** will be contacted with the claims # in reference for Liberty Mutual to have this handled through Liberty Mutuals claim process.

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: 02/02/2023

Complaint: 18621406

I am rejecting this response because:
This is the same response I have received previously. I was informed in Dec22 twice that Liberty Mutual will be handling the claim. Liberty Mutual has yet to contact me regarding the claim. I have received no information from Pods on how I will be contacted and they have not provided me a way to contact Liberty Mutual. No case number, phone number or email method has been provided by Pods. I provided Pods the repair estimate on Nov 7, 2022. It has now been over three months. Im still unsatisfied.

Sincerely,

***********************
Business Response
Date: 02/24/2023
18621406 - *********************** As the prior response indicated the claim was filed with Liberty mutual and the customer should reach out to them for an update as we do not handle these internally. The Liberty Mutual Claim number is AB50550924501 and his contact is *************************** ************
Customer Answer
Date: 02/24/2023

Complaint: 18621406

I am rejecting this response because: I have called and left a message with Liberty Mutuals *************************** twice. She has not returned my calls and I have not been compensated for the property damage. Providing contact information is not acceptable. My issue is with PODS and the damage they caused to my property. I remain unsatisfied with the response from PODS.

Sincerely,

***********************
Business Response
Date: 04/04/2023
This complaint should be removed from the PODS file. The claim was filed with our 3rd party Insurance carrier, Liberty Mutual, who did an independent review of the issue and worked with the claimant towards resolution.
Customer Answer
Date: 04/05/2023

Complaint: 18621406

I am rejecting this response because: Based on the inaction from PODS, I believe they never intended to pay for the property damage filed. After finally getting in touch with someone at Liberty Mutual, my claim for damages was denied stating the damage was pre-existing. I have proof that the PODS truck damaged my driveway when the pod was delivered on 27 Aug 22. I filed the damage claim in 29 Aug 22. Liberty Mutual sent photos taken on 30 Aug stating the damage occurred prior to the pickup date on 13 Sep. The damage occurred on the delivery date of 27 Aug. I will be filing an additional BBB complaint against Liberty Mutual for the unjust and incorrect denial.
I am extremely displeased with the response I received from ****************************** My claim for property damage was filed prior to the photos she sent claiming that the damage was pre-existing. This is 100% false. I replied to her the same day as the denial with proof that the claim was submitted to PODS prior to the date of the photos she provided. I will be filing a BBB complaint and a complaint with the ******** ************************ Protection Agency. The bottom line is that the PODS delivery driver damaged my driveway when the pod was delivered. I have photographic proof showing the truck and damage on 27 Aug. I filed the damage claim with PODS on 29 Aug. The pictures ****** sent were taken on 30 Aug, three days after the Pods delivery truck damaged my driveway.

Sincerely,

***********************
Business Response
Date: 04/06/2023
We are in receipt of the additional correspondence concerning PODS customer - ***************. Following our previous responses to **********, as well as the BBB, PODS position to Liberty Mutual Claim# AB50550924501 remains unchanged. As the claim was handled by our 3rd party coverage provider - ************************* any dispute would need to be addressed directly through Liberty Mutual. Should ********** dispute the validity of the denial, he would need to contact Liberty Mutual directly and go through the applicable dispute process. Please have this complaint removed from PODS Enterprises, LLC and forwarded to Liberty Mutual as ************** remaining concerns are based solely on the denial of the claim. With receipt of this correspondence, PODS considers this matter closed.
Initial Complaint
Date:12/20/2022
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 have been attempting to transfer my account to another individual since 10/18/2022, it is now 12/20/22.I was assigned a Customer Advocacy-Customer Resolution Specialist, ******************** to support this request. All documents were submitted on 11/9/22, and confirmation of receipt was provided by ********************. Since then, I have followed up via email and phone calls, with no response. The only other line to call is the general line for pods. I have called this line twice last week. Both times I was informed that I would receive a follow up call. One week later, no follow up call was provided. Today, I have been on the phone (again through the general line) for over 1.5 hours. I was waiting for what I understood to be *******'s supervisor. Who was unresponsive during this time period. I'm hopefully that I may receive a response this time, but I'm doubtful.I started this process on 10/28/2022, and have had no response as to its status since 11/9/2022. Repeated emails and voicemails have been ignored, and I am unsure what options I have to resolve this issue.
Business Response
Date: 12/29/2022
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*****************************. On 12/23/22 and 12/29/22, attempts were made to reach out to ********************** to discuss his concerns regarding the name change process,however, the attempts to contact him and 3rd party have been unsuccessful, and voicemails were left. We invite ********************** to contact us to discuss the issue further so that we may provide a resolution.All contact information for the PODS Resolution Specialist assigned to the issue has been 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 on its quality customer service and I regret that ********************** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
Initial Complaint
Date:12/20/2022
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.
PODS has added an update to their website since I received my storage container from them. PODS has added a rental agreement that the customer must agree to or decline. I declined since this is not something existing on the account and the disclaimer redirected me to contact their customer service number.
Business Response
Date: 12/21/2022
I am in receipt of your correspondence concerning PODS customer ***************************** ************. On December 21, 2022, contact to discuss the issue was initiated with ***************************** in order to address her concerns and work on a resolution. A voicemail was left requesting that she call back to discuss.

We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ***************************** 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:12/20/2022
Type:Billing 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 09/29/2022, PODS lost track of my 7’ container being shipped from Atlanta to Salt Lake City. For eighteen days, no one at PODS could locate my container. My case was referred to a Customer Resolution Specialist, but she never responded to my correspondence. This led me to dispute the transportation fee through my credit card company. Today, 12/19/2022, I found out that PODS had actually reimbursed the transportation fee on 11/28/2022, see attached CC statement. On 11/23/2022, PODS also corrected an erroneous $200 charge for rent on the container after it was collected from its final destination that was emptied, see attached CC statement. Around 11/11/2022, I was informed by a PODS accounting rep that PODS waived the container delivery fee of $169 for their delayed delivery. However, now PODS is holding my 16’ container hostage due to an outstanding balance, which is a result of the reimbursed charges. The $2,281.91 reimbursement on 11/28/2022 and the waived delivery charge of $169 are now being recorded as an outstanding balance. I requested delivery of my 16’ container be delivered on 12/28/2022 and pick up on 01/03/2023. If this delivery and pick up dates are not met due to PODS holding my container, I should not be charged for any additional fees on the container they are holding hostage. PODS needs to correct their records to show that they reimbursed me for their inability to keep track of my 7’ container and that my account has no outstanding balance. They also need to deliver my 16’ container on 12/28/2022 as requested. All of these delays and errors were caused by PODS. I have been following up to locate my container and disputing with PODS since 10/7/2022. So far, PODS is unable to reconcile their records, and, now, holding my 16’ container hostage. I am reaching out to BBB to assist me to resolve my 16’ container delivery and correct my account balance showing as no outstanding balance.
Business Response
Date: 12/29/2022

RE:
Customer *********
Complaint
#: ********************

Dear Ms. ***,

I
am in receipt of your correspondence concerning PODS Enterprises, LLC customer,
Ms. ******** ***, On 12/29/2022, a PODS representative and Ms. *** reached an
amicable agreement involving a Customer Satisfaction credit as a resolution to
their claim. The credits are in process to satisfactorily resolve the
issue concerning the transit delay.
Customer Answer
Date: 01/03/2023

Complaint: ********

I am rejecting this response because:
Yes, I agreed to accept the amount they offered to resolve it and move on.
However, my PODS online account is locked as of this morning and due to outstanding balance.
I do not have any outstanding balance.
PODS should correct their accounting record and unlock my account, so I can see my 16' container delivery schedule.

Sincerely,

******** ***
Business Response
Date: 01/04/2023
RE:
Customer (*********)
Complaint #: ********
Dear Ms. ***,
I
received your correspondence concerning PODS Enterprises, LLC customer, Ms.
******** ***. On 1/4/2023, a PODS representative and Ms. *** reached an
amicable agreement involving the credit as a resolution to their claim and we
have completed verification that the account can be accessed online. Ms. ***
has also confirmed on their end that they have access to the account. The
refunds have been completed, satisfactorily resolving the issue. Pods does
consider this matter amicably resolved.

We
place tremendous value on our customers and strive to attain the highest
standards in the industry. We sincerely regret any inconvenience that Ms. ***
may have endured. PODS Enterprises, LLC prides itself on its quality
customer service and I regret that Ms. *** feels they experienced anything
less. We sincerely apologize for any instance where a customer is not
completely satisfied with a PODS experience. When a customer notifies our
company of a less than satisfactory experience, we endeavor to review the
processes that gave rise to the customer feedback and take appropriate measures
to address their comments.
Customer Answer
Date: 01/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
3 months of stress was more than enough - my health is more important.
I am accepting PODS' offer to move on with my life - do not want to waste any moment of my life with PODS, not because I am satisfied with PODS.
******** ***

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