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

  4816 Pods Way Chesapeake, VA 23320

• 

  PODS Moving & Storage

  6718 W. Plank Rd. Peoria, IL 61604

• 

  PODS Moving & Storage

  11891 Amedicus Ln, Unit B Fort Myers, FL 33907

  
• 

  PODS Moving & Storage

  16260 Airport Park Dr STE 115 Fort Myers, FL 33913-9401

  

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:12/18/2022

  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.

  I paid for a pod $370.78 on Wednesday, and I was chargered again on yesterday. I called and spoke to a representative and they told me I needed to call my bank to cancel or reverse the charge. Which will cause me more fees from my bank and because they chartered me twice my account became overdrawn which caused me fees. All the representative could tell me I apologize. I asked for them to cancel the payment and refund my money back immediately and I was told it was a pending charge but I have already been charged unnecessary fees by my bank because of this. I want my money back and the fees I was charged by my bank.

  

  Business Response

  Date: 12/28/2022

  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 their concerns and work on a resolution.  A voicemail was left requesting a 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:12/16/2022

  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.

  I booked pods for the convenience of storing our stuff (in *******, **) in movable containers so they could deliver them to our new home in **** ****** when we were ready to move. When I initially called to book their service, the customer service person told me they had a storage facility in *******, ****** (17 miles from ****) and that they would deliver to our new home address in **** when we were ready to move, and that I needed to just give them 10 days notice. When I called to give them a date to deliver, which was 10 days before we needed to move, they told me they do not have a storage facility in *******, ****** and they could not deliver our things. HOW CAN A MOVING COMPANY GIVE OUT FALSE INFORMATION LIKE THIS??? To make matters worse, when I spoke to a supervisor to file an incident report on 8/17, they told me they would email a response in a week after they did an investigation. The supervisor said my conversation that I had initially was recorded so they will get to the bottom of what happened with a resolution. I did not hear back from them, so I called on 8/26 to follow-up. I spoke to another representative that told me I would hear back in 72 hours, but again received no response. I called again on 9/1 and was told the investigators manager would call me back that day. Never heard from him. I called again on 9/7 and was told they would leave a voicemail with the manager, and that's all they could do to follow-up on the investigation.So, in a nutshell, I called 4 times to follow-up on this investigation, but never heard back from anyone. In the meantime, my family is sleeping on the floor in our new home while PODS is holding our belongings and charging us monthly for the service.My complaint is that they falsely told me that they could move our things to ******, which was the sole reason I hired them. We spent $4,173 on storage for 3 months so that they would be able to move our things for us when we needed them. I would have saved so much money if we just put our things in an average storage facility. Since they did not do the investigation they said they would and did not return our phone calls, I had to hire another moving company to unload our things from the PODS containers and reload our things onto their trucks. My husband had to take time off of work and drive 8 hours back to ********** to let this company into the containers. It was a huge inconvenience, extremely costly and stressful for us. We also ended up paying this new company more money than what PODS initially quoted me for the move.Our things were in storage the entire time we were waiting to come to a resolution, so we were being charged every month for our containers.We hired PODS soley because they said they could store our things and deliver them to our new home.

  

  Business Response

  Date: 12/28/2022

  I am in receipt of your correspondence concerning PODS customer ******************************* (********) CID *********.  On December 17, 2022 and December 21, 2022, contact to discuss the issue was initiated with ******************************* in order to address her concerns and work on a resolution.  Voicemails have been left requesting a 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.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18597097
  
  I am rejecting this response because the apology letter lacks any details that they have reviewed our case.  They appear to not understand the severity of the claim.  I returned ******** phone call on Dec. 21st and left a message so that we may discuss some resolution but did not receive a call back.

  I am awaiting a refund to help our family recuperate from the expenses that were incurred during the time PODS stated they would resolve the issue. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/09/2023

  RE:      Customer (CID): *********
                         Complaint #: 18597097
  
  
  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. 

• Initial Complaint

  Date:12/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pods, has basically stolen $620 from me and its now been 1 month trying to get my money back. The most incompetent and corrupt organization Ive ever dealt with in my entire life. Theyre so unorganized and incompetent they need to misdirect, misinform and lie after unauthorized orders for fake POD deliveries just to reinstate orders they randomly cancel, in this day and age no organization can have such bad logistics and software so its all a scam

  

  Business Response

  Date: 12/16/2022

  I am in receipt of your correspondence concerning PODS customer ************************ The account review for **************** has been completed and a duplicate account was found which caused the double charges.  On December 16th, 2022,a phone call was placed to **************** to confirm the findings and that an expedited refund was in process. He has been advised the refund should post back to the primary card on file within 5-7 business days.  
  
  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: 12/16/2022

   
  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 really followed through in the end, they are a big business with a lot of moving parts, all is good!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/14/2022

  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.

  Called 4 times to resolve this issue. A Pods *** verified that our Pods location prorated monthly charges. We were to be issued a refund of $243 refence#*******. The refund was never issued to us as promised. I Kept calling. I was given an apology each time and promised the refund. Last call the *** was very rude and told us that we "just weren't understanding". We asked to speak to a supervisor. The supervisor refused to get on the phone with us to help resolve. I simply want the refund promised by Pods.

  

  Business Response

  Date: 12/27/2022

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. ***************** has been assigned a PODS Advocacy Representative and has been contacted to advise of the assignment and provide direct contact information while we work towards a resolution. We have notified the ***************** of the review findings which determined that ***************** was never charged the monthly rental fee as the pick up of the empty container was within the 3-day grace ****** however we did find that there was a conversation between our agent providing misconstrued information of how much the customer would receive for reimbursement if charged for the monthly rental. Due to the miscommunication, as a goodwill gesture, ***************** was offered a customer satisfaction credit in the hopes that this matter may be able to be resolved amicably.
  
  

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18575954
  
  I am rejecting this response because:

  Still waiting for a partial refund. Claim has not been satisfied.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/12/2023

  On 1/3/2023, I spoke with **************** and reached a mutual agreement.  PODS Enterprises, LLC has agreed to refund the credit card on file as a goodwill gesture for half of his delivery fee.  On 1/6/2023, a refund was sent to our **************** card on file. Please allow up to **** business days for the refund to post.  

• Initial Complaint

  Date:12/14/2022

  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 have been dealing with PODS since May 2022 when I ordered my first container. Had no issues when it was picked up and taken to storage facility from ** to OH. I ordered a second container around Nov 18 and was charged the full amount of $2592.81. I got moved from ** to OH on Nov 23 and my first container was suppose to have been delivered and it's not at my new place. I call and they said they couldnt because of some wires hanging over my driveway which I did not know about since I was doing everything on the phone and online. They charged me for being unable to deliver and then they charged me a redelivery fee. It was not my fault they couldn't deliver it. Called them about the extra charges on Nov 25 and talked to **** who wrote up an incident report # *******. I had also had movers scheduled for the 23rd but had to keep rescheduling and then ended up canceling. I lost $100 rescheduling fee. Then on Nov 30 noticed a charge of $1109.83 from PODS. I called and wrote another incident report #******* with *********. I was told that charge was for partial payment of the $2592.81 which I told them I was charged full amount already and have bank statement to prove it. I was told would get a call from one of them about it within 3-5 business days. Never heard anything so called back on Dec 8 and talked to ******* all she did was tell me they were still working on second incident and the first one they were crediting me back $169. I only received a credit of $50 on Dec 4 to my bank account. Called them back on Dec 13 and talked to ***. He said it was credited to wrong account and that I would get refund on Dec 14 (today). As of 3pm on Dec 14 nothing. Called them again because I was told by a rep ********* on chat that they tried to call me. Talked to ****** who tried to tell me the $1109.83 were charges for mileage etc. I then told her that was included in the $2592.81 and that I would be filing a complaint for fraudulent business. She took another incident report #*******. They have done nothing but lied to me and run me in circles. I want my refund for being overcharged! That money was for Christmas and living expenses!

  

  Business Response

  Date: 12/21/2022

  RE:      Customer ***********
                         Complaint #: 18573898
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,********************************  On December 20, 2022, a PODS representative and ***************** reached an amicable agreement involving discussing charges and forwarding a detailed account statement to her as a resolution to their 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 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: 12/22/2022

   
  Complaint: 18573898
  
  I am rejecting this response because: I have not had a chance to go their all the invoices and my bank statement to verify what PODS is claiming.  This has been reported to my bank as well and they are also looking into it.
  I have attached one of the invoices and there are 16 more.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/28/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*******************************. A review of the issue that gave rise to this complaint has been completed. ******************************* has been assigned a PODS Advocacy Representative and has been contacted to advise of the assignment and provided contact information.  On December 15, 2022 a voicemail was left requesting a callback to discuss the finding details. On December 20th, the PODS Advocacy Representative spoke directly with ****************** to go over the charges on the account and provide a detailed account statement as proof there was no double charge. On 12/28/2022, another voicemail was left requesting a callback to discuss further and confirm that this issue is resolved.  We will continue to work with ******************************* until the review is complete and will provide details and appropriate resolution accordingly. 

  Customer Answer

  Date: 12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  My bank is handling the situation and has reimbursed me the money.  I no longer wish to communicate with this business as their practices are confusing and even their employees explanations are confusing.  I was lied to on multiple occasions by this business about why I was charged the extra money.  The last representative I had communication with explained some things well but I chose to let my bank handle it.   
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/13/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled to have a PODS ************ delivery on July 1, 2022 at 8:30 am (Customer ID #: **********. I hired movers to be at my apartment ready to unload the *** during the allotted 4 hour ************ window for a cost of $395.00. A full 45 minutes after the scheduled arrival time (and several calls to customer service), I was notified via phone that there was an incident with the forklift in the Jamaica, NY PODS distribution center and that I would not be receiving my *** on that date. On a recorded line, I was told by 2 separate customer service representatives to save my receipts and that I would be reimbursed for the movers I had already paid for.After this first failed delivery, I called many times to reschedule for the earliest date - knowing that I would be unable to move-in from July 12 - August 8 due to scheduled travel in Europe. I spoke with **************** representative ******************************* who rescheduled me for the 8th of July at 2:30 PM. I was able to reschedule the same moving service for that date and time. This move was again cancelled a day before the scheduled delivery date because the forklift was still not fixed. It was noted on a recorded line that my 'rent' (including monthly protections) at the PODS facility for the month of July 11 - August 11 ($363.72) would not be charged because it was impossible for me to have my *** delivered before that time. I was charged for this rent, despite that assurance. I rescheduled the movers for our final, and successful delivery date of August 11 for a rescheduling fee of $250.00. I am therefore owed $1008.72 total from PODS. PODS generated a 'incident' inquiry (#*******) and requested I send all documentation. I did, and have followed up 6 times via email and many times over the phone. I still have not been reimbursed.

  

  Business Response

  Date: 12/27/2022

  I am in receipt of your correspondence concerning PODS customer ******* ******. On December 27th, 2022, contact to confirm reassignment of the issue was initiated with **************** in order to expedite his concerns and work on a resolution. At this time, **************** has been advised to forward all documentation over to his newly assigned specialist so we may finalize review.  

• Initial Complaint

  Date:12/13/2022

  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.

  I contracted with PODS to provide a storage container prior to selling my home. I was charged $373.15 in advance and billed to my credit card on 7/16/22. An 8X8 pod was delivered to my home in ****** on 8/2/22. The pod was picked up and moved to a storage facility in ****** ** on 8/11/22, the date the sale of my home was finalized. I specifically informed PODs not to move the pod until I contacted them. They requested I pay for the move to ************* in advance and charged me $1456 on 9/17. I moved back to ** 11/2/22, exactly 3 months from the delivery of the pod on 8/2/22. After my continued conversations with PODs regarding the overcharges, I have made some, but not satisfactory, progress. The charges to my account by PODs are as follows: 6/14, $373.15 (I did not contact PODs until July); 7/16, $373.15 (prepayment for the 8/2 delivery); 8/16, $373.15; 9/16, $373.15; 9/17, $205.76 ( no idea what this charge is for); 9/17, $1456 (moving fee despite the fact the pod was never moved) and $159 on 11/09 (charge for the removal of the pod). The total amount of charges on my credit card for the pod from 6/14 (again, PODS were not contracted with until July for Aug. 2nd delivery) to 11/16 are $3313.36. After several complaints, I was issued the refunds of $373.15 on 9/24 and one for $946.07 on 11/08. Deducting that from the total charges billed me of $3313.36 and the legitimate charges of $373.15 X 3 months (August, September and October and the $159 for the retrieval of the pod = a total of $1278.45), PODs still owes me $509.93. The pod was emptied by the movers who put everything in one room. Two pieces of furniture were missing; a small maple magazine rack and a small ********** table. I am tired of fighting with PODs. I am tired of them telling me I received the pod in June. I trust Better Business Bureau will help resolve this for me. Thank you for your time and consideration. I will provide bank statements if necessary.

  

  Business Response

  Date: 12/28/2022

  I am in receipt of your correspondence concerning PODS customer, **************************** On December 14, 2022, container discuss was initiated with ****************** in order to address the billing concerns regarding ********************* account 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.

• Initial Complaint

  Date:12/12/2022

  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.

  I was not given a proper estimate for the transit of my Pod. I didn't find out how much transit was until my credit and declined. After my credit card declined, I asked Pods customer service how much the transit was that's when I first got my formal bill. I then switched credit cards to afford the transit and the Pods was delivered late. Then Pods didn't pick the Pod up when they were supposed too and tried to charge me storage for the Pod that they abandoned at my residence. Pods did remove the store fee, but it was very inconvenient having a Pod blocking my garage for around three weeks.

  

  Business Response

  Date: 12/23/2022

  I am in receipt of your correspondence concerning PODS customer, ********************On 12/21/2022, contact was initiated with ************** to address his concerns about the transit fees and a delay in receipt of his container at the destination address. We will continue to work with ************** 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 this delay 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 *******************************
  PODS Enterprises, LLC
  Phone: Direct dial # ************ | Fax: ************
  E-Mail: *********************************** | PODS.com  

   

  
  

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 18563876
  
  I am rejecting this response because:  I still didn't get my check from PODS.
  
  Sincerely,
  
  Gessliem Brody

  

  Business Response

  Date: 02/22/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,Mr. *******************. On 1/23/2023, a PODS representative and ************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.  ************** provided the documentation needed on 2/9/23 and requested for a paper check to be mailed. He was advised that the process may take **** business days however an update was provided to ************** on 2/17/2023, that the check is in process and will be mailed on 2/20/2023 for the refund and resolution to be completed, satisfactorily resolving the issue.
  

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 18563876
  
  I am rejecting this response because:

   I still have not received my check from PODs. PODS hasn't even processed the check yet,  according to the women I spoke, can you please help
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/10/2022

  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 delivered two 16' containers to ******, ** on 11/23/22 and they were filled and picked up for delivery to ********, ** on 11/29/22 with an expected delivery date of 12/8/22, per my agreement with PODS for order number *******. On 12/7/22, PODS updated my order stating that my containers would now be delivered on 12/12/22. Upon contacting PODS, they indicated there had been a mechanical issue and told me they had filed an incident report and that their "resolutions team" would be in touch with me within ***** hours. I called PODS on 12/9/22, and they assured me that my containers were in the area and would be delivered on 12/12/22. However, on 12/10/22, PODS updated my order stating that my containers would now be delivered on 12/14/22, but offered no explanation as to why. I have been calling PODS regularly, but their customer service continues to offer only empty apologies and lame excuses. As of writing this complaint, I have still not received any communication regarding the resolution to this incident, and PODS customer service continues to not be of any help. These delays have cost my family an additional $1,500 for temporary housing. Additionally, I now get to start my new job without any of my belongings, which as cost me more in clothing, backpacks, etc. This has also not been easy on my young children (1 and 4 years old). PODS clearly does not care about fixing this issue or getting my containers delivered to me. PODS should refund the entirety of the money which they have already charged me, as well as reimburse me for the additional days in temporary housing. Moving long distance is never easy. I trusted PODS with transporting my family's possessions, a mistake I will never make again. Hopefully, this complaint is sufficient to finally get the attention of someone from PODS that can help me.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18554860
  
  I am rejecting this response because the message appears to be blank. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/21/2022

  I am in receipt of your correspondence concerning PODS customer *****************************. On December 13, 2022, contact to discuss the issue was initiated with ************** and a Pods representative, *********, to address Mr. ****** concerns regarding the delay in the delivery of his full container and continue to work toward a resolution. On December 15^th, a request to obtain receipts for out-of-pocket expenditures was made, and we are currently awaiting the documentation needed.

   

  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:12/10/2022

  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.

  We used PODS to move our personal belongings from ******************* to ****************. When the PODS container was dropped on our driveway in **********, the operator lost control of the container equipment, and crashed it into our wrought iron fence, damaging several sections of the fence. He admitted his responsibility at the time and we have photos and videos of the accident occurring. A few days later, once we had filled the container with our belongings, another drive came to pick it up in order to travel to ****************. This driver forced me to sign a waiver before he actually even would back his truck into the driveway. I said "no" why would I sign something before you did any work, and he threatened me, indicating that if I didn't sign, he would simply drive away and we'd never be able to move to Washington. I therefore signed it under duress, and he then proceeded to damage the concrete in our driveway by negligently dragging the several ton container across the concrete, rather than lifting it up high enough to avoid scraping the driveway underneath it. We filed two claims, one for each incident. The combined damage from both claims (we gave them contractor written estimates) is $1400.After submitting our documentation, and after several weeks of cajoling, their claims adjuster "******" phoned us and denied responsibility, but said they would instead refund the delivery fee, which is a fraction of the cost of the damage. After we then pointed out the gross negligence involved, he said he would research the matter further and contact us again, but it's been again been several more weeks and he hasn't contacted us despite several follow up emails that we've sent to him requesting reimbursement for the damage caused by PODS workers to our home. PODS is attempting to get a full "walk away" from the damage caused by the gross negligence of their employees.

  

  Business Response

  Date: 12/15/2022

  We are in receipt of the correspondence concerning PODS customer, *********************************. During the initial investigation, a damage waiver had been signed identifying that Mr. ***** ************************ accepted all risk ***** liability during the placement/retrieval of the unit. After further review of the commentary provided by Mr. ***** ************************, additional evaluations took place with local management. On December 13th,2022, PODS Executive Resolutions Specialist spoke with Mr. ***** ************************ to discuss details of the claim and request that estimates be obtained for the repairs of the affected areas. Once provided, PODS will evaluate the assessment to determine the potential settlement warranted. In the interim, should Mr.***** ************************ wish to discuss further, they may reach out to the individual representative assigned.
  
  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 she 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.

  Customer Answer

  Date: 12/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is a good first step.  We noted that, until we filed the complaint with BBB, the Company didn't return our calls.  Once you notified PODS of the complaint, it was like a miracle, they called us the following Day!

  They did offer a settlement on Tuesday which was less than the full amount requested, but they indicated that if we obtained second quotes for the repair work, they would probably increase their settlement offer to the full amount requested. 

   

  We are in the process of getting the second bids for the two types of repair work needed.  Once for the fence, one for the concrete driveway.  Once we get those bids, we will submit them to PODS, and will eagerly await a satisfactory settlement offer and payment from them.

   

  The jury is still out at this point, and if we cannot reach a satisfactory settlement with them, we will be back to convey the additional information regarding our complaint to you at that time.

   

  It's not over.

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

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18555457
  
  I am rejecting this response because:

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is a good first step.  We noted that, until we filed the complaint with BBB, the Company didn't return our calls.  Once you notified PODS of the complaint, it was like a miracle, they called us the following Day!

  They did offer a settlement on Tuesday which was less than the full amount requested, but they indicated that if we obtained second quotes for the repair work, they would probably increase their settlement offer to the full amount requested. 

   

  We are in the process of getting the second bids for the two types of repair work needed.  Once for the fence, one for the concrete driveway.  Once we get those bids, we will submit them to PODS, and will eagerly await a satisfactory settlement offer and payment from them.

   

  The jury is still out at this point, and if we cannot reach a satisfactory settlement with them, we will be back to convey the additional information regarding our complaint to you at that time.

   

  It's not over.

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

  

  Business Response

  Date: 12/22/2022

  We are in receipt of the additional correspondence concerning PODS customers, Mr. ***** ************************. We do appreciate Mr. *****Ms. *********** cooperation to obtain additional estimates and await their response. Once provided, PODS will evaluate the assessment to determine the potential settlement warranted. In the interim, should Mr. ***** ************************ have any inquiries, they may reach out to the individual representative assigned.

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18555457
  
  I am rejecting this response because:

  With your help, we made some good progress on the case. As you'll note from the prior correspondence, PODS attitude seemed to have changed once BBB got involved back in December. However, where we left off in latter December was that they wanted us to provide additional bids for the repair work, which we did do, and submitted to them in early January of this year. We submitted that additional information in the first week of January of 2023, but didn't receive any type of acknowledgement of receipt, nor any follow up communication. from PODS. It seems that once you closed the case on this problem, they also sort of also closed their case, and they are not returning emails, and they have not paid us for the damages. So, we need your help again, please resurrect the case, and contact PODS and please find out why they are reneging on their proposed settlement. The second bids that we give them were mostly a lot higher than the first bid we gave them, by the way.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18555457
  
  I am rejecting this response because:

  This is the third complaint we've filed with the BBB against PODS. Neither of the other two complaints that were filed were ever resolved. Company damaged our property in ******, ** and refuses to pay for the repairs. They continually say that the settlement is under "management review", but the claims agent "******" (probably a fake name), refuses to furnish us with the name of his supervisor or the supervisors phone number. This company is predatory, damaging customers property without any regard, knowing that they will never pay out any settlements. They use nice language to indicate that they are "working towards" a settlement, just to basically get rid of the BBB complaint, but they never actually pay for the damages. We gave them a very reasonable set of repair estimates, and then they wanted more estimates. When we gave them the second set of estimates (which were for more money), they basically then said that they are under management review. It's been more than 3 months since they damaged our property, and about 100 phone calls and emails, to no avail. You have copies of our prior complaints on file. This is an outlaw company Please intervene.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/02/2023

  We are in receipt of the additional correspondence concerning PODS customers, Mr. ***** ************************. A full review of the estimates have taken place. Due to changing rates, additional review took place to determine the adequate amount of settlement warranted. On February 1st, 2023, PODS' Executive Resolution Specialist reached out to speak with Mr. ***** ************************ to further discuss and reach an amicable agreement. At this time, two separate documents were sent for their individual claims. Upon receipt of the completed documents, physical checks will be mailed for settlement. With receipt of this correspondence, PODS considers this matter resolved.