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.

close

Find a Location

PODS Moving & Storage has 227 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  1209 W Market St Smithfield, NC 27577-3338

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  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:12/08/2022

  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 ordered a storage *** in October 2022 delevered to my home. I specifically told the customer support people not to damage my front lawn and to use plywood if needed. My lawn was damged in about a 2x2 area the first time. I did not file a complaint. The *** was stored until November 30th when it was delivered to my home once again. I specifically told customer service about using plywood as to not damage my lawn with the wheels of the *** loading device. They said no problem. The driver who picked up the *** after i had unloaded all my stuff, once again drove over my lawn causing major damage in multiple locations. My home is under contract to be sold and the buyer is most likely going to have me fix the issue or compensate him during the closing of my home so he can get the grass fixed. I enclosed photos of the damage. I made a customer complaint that day. #*******. A few days later i received an email from ************************* asking to send photos, which i did. I have reached out to her multiple times to find out the status of my claim and never get a call or email response back. I have never received an apology from the company or any statement about fixing the problem or my refund. Very unprofessional. The complaint # is PRO-********. I close on this house the first week in January and need this rectified ASAP. I would like a full or partial refund. I got an estimate for repairing the damage which came to $1279.21 for new sod, topsoil, labor and delivery. Thank you, ************************* **************************************************************************** ************ ******************

  

  Business Response

  Date: 12/23/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*************************. On 11/30/22, ****************** reported damages to his property. On 12/01/22, an email was sent directly to ****************** with the contact info for the associate working on the claim as well as requesting photos of the damages and any other documentation regarding the claim for review. A follow-up email was sent on 12/22/2022 requesting documentation that aligns with the claimed damages. 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 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:12/08/2022

  Type:Order 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 October 6, 2022 PODS picked up a pod from my property and damaged two stone walls. The PODS rep informed me of the damage, pointed it out to me, and said he took pictures for my file (I still had one POD at the companys storage facility so my account was active).I made a claim on 10/10/22 regarding the damage, claim# PRO-********. PODS employee, ******************* responded requesting a description of the damage, photos and quote for repair from two local vendors. I provided all of that information promptly. Since then I have heard nothing from **** on next steps- no response to multiple voicemails or emails. I called PODS twice to speak with a manger on next steps and they said they escalated and would remove **** from my case but nothing has happened, I have heard nothing on resolving my claim. Its been nearly 2 months and PODS has yet to indicate how they plan on making good on the significant damage they caused to my property. I would like to get the stone walls fixed before the ground freezes but thats now looking impossible. This is terrible customer service. Why should I ever trust or use this company again, let alone recommend it?

  

  Business Response

  Date: 12/22/2022

  As of today 12/22/22, ************** has been contacted via email advising what is needed to move forward with her claim. PODS has advised two estimates is the claim process requirement and we have only received one estimate. ************** has been informed once the 2nd estimate is received, all supporting documentation will be sent to management for their approval to have ****************** matter resolved. 

• Initial Complaint

  Date:12/08/2022

  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.

  PODS has repeatedly refused to correct their billing/accounting mistakes. They continue to try and bill me when i have already paid. I have paid $15,962.46. That amount has been charged to our credit card. Yet they only show about half of that as paid? I have spent several hours on the phone trying to straighten out the problem. I had thought the error was corrected, only to be billed for $7,000+ which I had already paid!I will try calling them again tomorrow, but it is past frustrating to be speaking with a person in *************** for whom English is a second language. As an elderly person, with a bleeding ulcer, PODS sure knows how to kick a person when they are down. I could never recommend this company to anyone. They need to move their billing/accounting practice back on shore and hire some employees who know how to add and subtract. I am beyond upset with their lack of attention to detail.

  

  Business Response

  Date: 12/08/2022

  I am in receipt of your correspondence concerning ****************** Due to Tacys Cook 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.

• Initial Complaint

  Date:12/07/2022

  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.

  Customer Account *********** hired ********************** in Sept ******************************************** to **. Sept. ****************************************************************** I received a quote on Sept. 8th @ 1:36PM via email, quote #******** for $2,218.32 Transportation Mileage, $181.92 redeliver to location, $50 contents insurance. 9/15/2022 I received the PODS Moving Quote Invoice # PODS003437932 Transportation Quote $2,218.32, invoice date 9/15/2022.9/09/22 I was overcharged a transportation fee $2,464.80 9/12/22 PODS credited $224 but should have been $246.48, leaving a balance of -$22.38 PODS kept sending me invoices and charges that were incorrect and couldn't resolve with their terrible customer service so I filed a complaint with BBB for assistance to get billing resolved. On 9/19/2022 I was assigned an "Executive Resolution Specialist", ************************* with Customer Advocacy ********************************** ************. She sent me an email on 9/19/2022 to help resolve the issues. I have attempted to call, email her at least 10 times for which she has not responded to either phone calls, messages or emails. PODS charged my credit card on 9/23/2022 $150.72 for unknown and 11/03/2022 for $229 for unknown.I called credit card and asked for a refund on those charges and block from PODS charging my credit card until they made an attempt to resolve. My records show that I owe PODS the redeliver to location fee of $181.92 & the transit insurance of $50, per the quote #********1. Everything else was paid in full.Balance Summary PODS owes me -$22.38 I owe PODS $231.92 Difference is $209.54 - I owe PODS I would like to make payment on my account so it is paid in full and can be closed satisfactorily. My account has been locked so I am unable to access. **************** is atrocious so calling the company is not beneficial and more stressful. ************************* my "resolution specialist" is **** Please help so I can pay the proper balance and close my account.

  

  Business Response

  Date: 12/27/2022

  I am in receipt of your correspondence concerning PODS customer *****************************. On December 27th, 2022,a request was sent to our collections department to call ******************** to proceed with payment. We have requested they review the billing with ******************* as well and in the event a discrepancy is found, PODS will proceed with the adjustment as needed. ******************** may also reach out to our collections department directly at ************ to move forward with payment.  

• Initial Complaint

  Date:12/07/2022

  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 booked a *** for my move from ********** to *****. When I booked the *** the representative confirmed that I could have an afternoon pickup on Saturday (11/19) so that I would have time to fly back to **********, purchase packing materials, and have movers pack the ***. I called back a few days later to confirm that the *** would be picked ** in the afternoon. Both reps said this would not be a problem. The night before the pickup I received an email at 8:11 CST (so 11 minutes after their support office closes) stating my pickup window would be between 8:15 - 11:15am the very next day. I saw the email when I landed in ********** and called support until they answered the next morning. I spent 3 hours on the phone with support to no avail. Since I spent so long on the phone I had no time to pick up boxes/packing supplies and had to purchase supplies from the moving company (an extra $430 cost). I was told I would be reimbursed by the support rep on the phone. This has not happened.PODs didnt pick up my container until Tuesday 11/22. This pushed my delivery date back past my move in date at my new house and meant I am living in an empty home with no furniture/cooking supplies/etc. I filed a complaint with PODs on 11/22 with a support rep who suggested I just sleep on an air mattress. I found this suggestion to be very rude considering Im in this position because of PODs (plus my air mattress is in my ***). I have called/emailed several more times since then and posted a review on TrustPilot. The only replies have been to say theyre escalating and someone will follow up.The day before my new delivery date (12/6) I got a call saying my delivery has been pushed back again to 12/9. This is the ONLY call Ive received since my complaint. Ive incurred a number of additional expenses since I have nothing at my house. Ive also received several random charges from PODs (for what? I dont know). *** spent nearly $6,000 and at this point I expect a full refund.

  

  Business Response

  Date: 12/15/2022

  I am in receipt of your correspondence concerning PODS customer ************************************   On December 8, 2022, contact to discuss the issue was initiated with ********************** in order to address her concerns on billing, the delay of her container and work on a resolution.  

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18541725
  
  I am rejecting this response because:

  1. it does not address the actual complaint, but a separate billing issue (which was also not addressed). 
  2. it is not an actual response
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/23/2022

  I am in receipt of your correspondence concerning PODS Enterprises, Inc. customer, ***********************************. Per our previous response on 12/16/22 and complete review of ********************** account,PODS Enterprises, LLC position remains unchanged.  Per conversations with ********************** a fair and reasonable offer was given based on the review of Ms.********** claim. We still extend the goodwill settlement offer should ***************** wish to accept.

• Initial Complaint

  Date:12/07/2022

  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.

  My relator set up a ***'S account for me. When we initially set up the account and move I was unsure exactly where I would land. I did not have a physical address to put on the order. I knew I wanted to land in **************, but ****** was told the only ***'S storage was in *****. We set up the 1st *** for *****, then added a second *** to my account and changed the original to be delivered to the *******, ** ***'S storage facility with second ***, as I now had a physical address to deliver to. ****** was assured that both ***'S would be delivered to my new address on the same day. When the day to be delivered they only dropped off one *** which was the second *** ordered, the 1st *** went to ***** instead. ****** was on the phone with them for 2 1/2 hrs then cut off. She then was on hold for an additional 3 hrs trying to get it figured out. We were both put on a run around with getting the *** delivered. In order for me to get my things in a timely matter they wanted an additional $1,475 or they would hold the *** until they finished the investigation into why it went to ***** instead of being delivered with other ***. I still had to wait an additional 2 1/2 weeks before they delivered it. My brother had set up helpers to help unload and had to reschedule for the second ***. They stopped returning calls and emails. They refuse to reimburse me the $1,475. They have only refunded my $185.06. They haven't refunded me for the $269 for the rental fee for the time that it was in ***** which they were going to reimburse me. The case worker stated in her email to call or email her if we had any questions. They do not return my calls or my emails. I have wrongly charged extra fee and have been given the run around. We can no longer access the account to pull up all of the info. For instance the original order and the change in order to combine the 2 ***'S to go to the same location.

  

  Business Response

  Date: 12/08/2022

  I am in receipt of your correspondence from ********************* concerning our PODS customer. On December 8th , 2022, contact to discuss the issue was initiated with ********************* in order to address concerns about the scheduling that occurred on the 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.

  Customer Answer

  Date: 12/09/2022

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

• Initial Complaint

  Date:12/07/2022

  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 got PODs to try to help with moving from ************ to *******. Once I asked for my stuff to be moved, they were going to charge me $8000+ just to deliver my stuff. So, I hired movers in ************ to go to the *** facility to pick up my stuff and move it. They couldn't find one of the three PODS for 4 hours. They finally found it and I moved all my things on October 7th. I was charged for one of the three PODS in October, November, and now they are trying to charge me in December. They say they still have my stuff, but they don't. I want them to stop charging my card and refund me for November.

  

  Business Response

  Date: 12/20/2022

  I am in receipt of your correspondence concerning PODS customer ***********************************. On December 20th, 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 with further details surrounding the unload of her containers so we may proceed with review. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18538809
  
  I am rejecting this response because:

  they Did not reach out to me. I dont know who to contact. Also, *** already worked several hours to resolve this. All they need to do is stop charging my card and refund me for November and October  

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

  

  Business Response

  Date: 12/30/2022

  I am in receipt of your correspondence concerning PODS customer ***********************************. As of December 30th,2022, we have received confirmation from our local market management that the final container was found to be empty. At this time, we are working with our billing department to have the monthly rentals in question refunded back to the card on file. ******************** may expect to receive her refund within **** 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 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: 01/03/2023

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

• Initial Complaint

  Date:12/07/2022

  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.

  My Account number is *********** paid $5,249.00 and I was only responsible for $4,442.00 dollars for my Pods. I over paid and Im waiting for Resolution Specialist to contact me in regards to refund. The Resolution Specialist did contact on Nov 7, ********************************************************************************* Ive been waiting one Month exactly. I have contacted PODS customer service and no one can help me. Ive attempted to speak with Supervisors and no one is available to assist me. PODS took my money and dont care to return it to me. I feel helpless and furious. I need help with this matter. This matter hasnt been resolved. I have emails, receipts, and contracts to confirm my information.

  

  Business Response

  Date: 12/20/2022

  I am in receipt of your correspondence concerning PODS customer ******************************   On December 20th, 2022, contact to discuss the issue was initiated with **************** in order to confirm her initial report has been reassigned in an effort to expedite review.  She has been advised to follow up with her newly assigned specialist directly to confirm the details of her refund request.   

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18537790
  
  I am rejecting this response because:

  No one from PODS has attempted to refund my money back which was stolen from me. Nothing has been done in regards to my complaint. I have reached out to PODS numerous times and no one has returned any of my calls or emails. I really need help in this matter
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/21/2023

  I am in receipt of your correspondence concerning PODS customer *****************************. On January 21st, 2023, follow up was sent to **************** to confirm that we are working to finalize the review of her billing and account to ensure no overcharges were experienced. At this time, she has been advised to contact her Specialist directly should she have any further questions that *** arise during this final stage of review. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18537790
  
  I am rejecting this response because:
  I should be working with PODS with ****************************** Executive Resolution Specialist whom I have never been able to reach via phone. *************** emailed me on January 21, 2023 and explained that she was out of office unexpectedly during the holidays. There hasnt been anyone that I can talk with to get this issue resolved. This situation is beyond frustrating. I tried calling *************** the same day no answer and I called today January 23, 2023 no answer. I feel that no one is willing to help me and Im not satisfied. What are my next steps going forward? 

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

  

  Business Response

  Date: 02/07/2023

  I am in receipt of your correspondence concerning PODS customer *****************************. Full account review confirms that ***************** initial order for the 7ft container was refunded as promised. The charges found on ****************** account were valid as they were for the completed transit and rental of the container.
  
  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 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 closed.

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18537790
  
  I am rejecting this response because:
  The offer and information that PODS is highlighting is not taking into account the whole situation and is not acceptable. It would be respectful to actually speak with a live person concerning this matter. No one will even accept my calls or inquiries at this point. I feel that I was taken advantage of and discarded with no care. This feeling is a very awful feeling and to know that PODS doesnt value the customers concerns is a let down. I reject their response because its not the full truth based on the entire situation. 
  I want to add the the Resolution Specialist were of no assistance that PODS offered to assist me. 

  I want to start by saying that I began my rental with a 8 foot small pod. Which resulted in me paying ******** fuel and ****** for the remainder totaling $3,101.08. When I received my 8 foot small pod on 10/18/22 I was not happy with the space because I understood that there wasnt enough room for all of my belongings to fit. I anxiously called Pods to request a larger Pod. I did In fact get the $******  refunded for the smaller pod. The same day I put in a request for the larger pod. I was told that the large pod would be $4,442.00 and I agreed to pay for the large container. I was refunded the ****** but not the $ ******** from the small container. I should have had a credit (pods account) of ******** which meant I owed ********. Which I was okay and agreed to. My larger Pod came the next day 10/19/22 the driver took the small pod  and traded it with the larger one. PODS took $2,088.92 + $438.00 = $2,526.92 additional which is over the amount that I owed. I spoke with 12 people including supervisors to explain the situation and no one understood which made me angry and frustrated.I want my refund of $807.00 plus internet of $61.80 equaling a total of $868.80. 

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

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 18537790
  
  I am rejecting this response because:

  My Account number is *********. 

  thanks for reaching out to me. This whole experience is very overwhelming,Infuriating and exhausting. I want to start by saying that I began my rental with a 8 foot small pod. Which resulted in me paying ******** fuel and ****** for the remainder totaling $3,101.08. When I received my 8 foot small pod on 10/18/22 I was not happy with the space because I understood that there wasnt enough room for all of my belongings to fit. I anxiously called Pods to request a larger Pod. The same day I put in a request for the larger pod. I was told that the large pod would be $4,442.00 and I agreed to pay for the large container. I was refunded the ****** but not the $ ******** from the small container. I should have had a credit (pods account) of ******** which meant I owed ********. Which I was okay and agreed to. My larger Pod came the next day 10/19/22 the driver took the small pod  and traded it with the larger one. PODS took $2,088.92 + $438.00 = $2,526.92 additional which is over the amount that I owed. I spoke with ******************************************************************************************** angry and frustrated. At this point I want my $807.00 back that I paid over and I want 2 months of free storage for this mix up. I dont understand why no one understands this its simple math. I have credit card and bank statements if you need them to confirm what I paid.  I feel the mix up occurred when one of the representatives made two accounts for me and closed the one order for my small pods instead of adding to it. So when I call Pods and spoke with other representatives they couldnt see what I paid for the small container which resulting them taking more money from me. This situation is very stressful and confusing to say the least. I moved from the *********** to Georgia. I already have enough pressure this situation is too much to be dealing with right now. All this information is all facts. Please help me!

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

  

  Business Response

  Date: 04/10/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************************. On March 21, 2023, a PODS representative and **************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to her claim. The refund as agreed by **************** has been completed, satisfactorily resolving the issue. Thank you.

  Customer Answer

  Date: 04/10/2023

   
  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:12/07/2022

  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.

  On 5/31/22, I booked with Pods for my move. The contract specified: a delivery to my home on 6/14/22, then redelivery July 2022. The contract indicates specifically that the Pod would be delivered to my home and placed upon the street (contract attached).The Pod was picked up with our belongings on 6/21/22. On 6/29/22, 2 days before redelivery, I received a voicemail from Pods saying that the City would not allow them to park on the street. I called back to say that I had the Citys permission, and sent them the City permit (attached).Pods responded that despite the permit, they would not deliver to our new home, saying our neighborhood was "unsafe." Pods said that when I booked, the Pods agent should have reached out to the local Pods for permission to park on the street, which they did not do. (Transcripts attached - Pods BBB Complaint.pdf).We tried multiple times to contact Pods for a credit, as we had to book a moving truck and help last-minute at $1,100 in addition to cost of Pods. Pods promised to work with us, but never followed up. Details attached.Two weeks passed with no action or follow-up from Pods, so on 7/14/22, I opened a dispute with my credit card company on the grounds that Pods violated their contractual agreement. My Bank worked on the case for 6 weeks, contacting me on 8/29/22 that they had resolved the dispute & refunded my account for part of the Pods charge. (dispute details are attached).On 9/9/22, Pods threatened to send me to Collections (email attached), claiming I owed much more than what my Bank refunded. Since then, I have tried working with them to no avail. Details of those interactions are attached.Delivery to my home was an essential component of my agreement to Pods, and was laid on in the contract. My expectation is that Pods will credit me, at minimum, the price I paid out of pocket to retrieve my belongings, as this resulted from Pods' own (and admitted) error and failure to communicate with their local warehouses.

  

  Business Response

  Date: 12/19/2022

  I am in receipt of your correspondence concerning PODS customer ***********************. On December 19th, 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 reach out to her specialist directly as we proceed with review. 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18537273
  
  I am rejecting this response because:

  Following my BBB complaint on 12/7/22, ************************* from Pods emailed me on 12/19/22, asking for more information. I responded immediately, also on 12/19/2022, answering all of her questions. I have heard nothing from Pods since then; they have not followed up with more questions, attempts at a resolution, or reply of any kind. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/23/2023

  I am in receipt of your correspondence concerning PODS customer ************************   On January 23rd, 2022, follow up was sent to **************** to confirm that the booking call in question has since been pulled for review to be completed by end of week. At this time, **************** has been advised to contact her Specialist directly with any questions as we work to expedite and finalize review.   

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18537273
  
  Pods reached out to me directly, letting me know that they will be review my complaint by the end of this week. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/04/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***************************. A review of the issue that gave rise to this complaint regarding the scheduling of the container is currently underway. **************** has been assigned a PODS Advocacy Representative and has been contacted on 1/26/2023 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. 

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18537273
  
  I am rejecting this response because:  Pods' response was not to resolve the complaint. Pods reached out to let me know they are still reviewing my case. After not hearing from Pods for several weeks, Pods reached out to me directly on Jan 26, notifying me that my complaint had be reassigned to a different employee, who requested additional documents from me. She responded on Jan 30 to confirm receipt. They have not yet responded with steps towards a resolution.

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

  

  Business Response

  Date: 02/23/2023

  18537273 ************************ - I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************. On 1/31/2023, documentation was provided by **************** for review of her request for compensation for the review. On 2/17/2023, an attempt was made to reach out to **************** to discuss the resolution however, the attempt to contact her was unsuccessful. Both a voicemail was left and an email was sent to follow up.  On February 22^nd, 2023, a follow-up call was made to *************** regarding the resolution to her concerns. **************** advised she has an additional receipt to submit the receipt so that we may conclude the resolution. At this time, we are awaiting the additional documentation necessary.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 18537273
  
  Pods reached out at the end of the day Friday, 2/17/22.  I was unavailable, so she left a voicemail saying shed follow up via email. On Wednesday. 2/22/22, I called Pods to let them know I never received the email. She had sent it to the incorrect email address, so she forwarded to me for review. 

  In that email, Pods has made steps towards resolution. I had a follow-up question, and Pods requested a copy of a receipt. It had been in the original documents, but I resent the receipt to Pods just in case- also on 2/22. Ill be awaiting word from them once the documents are reviewed. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/01/2023

  BBB Complaint # ********
  PODS CID: 163159424
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **************************. On 2/28/2023, a PODS representative and **************** reached an amicable agreement involving a Customer Satisfaction credit to the ********************** account as a resolution to their claim.  We are currently awaiting the return of the documentation to enable the credit and once returned, the refund will be completed, satisfactorily resolving the issue.

  Customer Answer

  Date: 03/09/2023

   
  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.

  In summary, I had to spend a large sum of money out-of-pocket during my move due to a mistake on Pods' part. They have credited my account the same amount, which is what I requested. I want to note that this process took dozens of hours over a period of seven months to reach a resolution. 

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

• Initial Complaint

  Date:12/07/2022

  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.

  11/17/22-I ordered a large pod to be delivered today, December 5. I received 16 emails from pods about my delivery. I chatted with someone last night about the delivery window and was given ******* am. I had another question after the chat and called and spoke with someone I asked to confirm the delivery window I had received earlier. He said the window was ******* am. An email sent late the night before with the time of 1130-230 We cleared the area between our garage and stockade fence, with a width of 16 feet, which is more than the 12 feet per website. 230 pm came and went. The driver (*****) arrived around 3pm. He refused to drop the pod where we had cleared. He said he could put it on the grass next to our driveway. My husband came in to let me know and he asked the driver to wait a moment. When my husband went back out, the driver was nowhere to be found! I called customer service again and the rep ****** was very nice and apologetic. She told me not to worry, she would contact the facility and have another driver deliver it by the end of the day. She put me on hold and was not able to come back for over 30 minutes. She explained that she pleaded with the manager, but the manager refused to have another pod sent. She told me that the manager said the pods cannot be put on GRASS. Absolutely, no reference to this is on your website, nor at any time did any of the reps I spoke with, starting with the original order, told me that the pod cannot be put on grass. Please see below as this is one of your instructions in your steps to prepare for your delivery.I have never known sprinkler heads to be installed on driveways. to the best of my knowledge, "ground" means just that. Our "ground" happens to be mostly dirt, some grass. I find what the manager said to be extremely offensive to my intelligence. It was obvious that the manager did not care about us, nor the inconvenience of this process that needs to be started all over again with a new company.

  

  Business Response

  Date: 12/08/2022

  I am in receipt of your correspondence concerning PODS customer, ************************  On December 8th,  2022, contact to discuss the issue was initiated with ************** in order to address concerns about her experience involving the attempted placement of the container.
  
  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.