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:12/06/2022

  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 had a *** - my FINAL pickup date for empty container was Nov 21, 2022. My monthly renewal started on the 22nd, therefore, by having the *** picked up (final pickup day) on the 21st, I would not incur another monthly charge of $383.40. I initially called PODS ***************) on 26Nov2022 as I saw a pending charge of $383.40 on my checking account. When I called them, I was told that a claim has been filed and a refund processed. On Nov 28th the monthly charge of $383.40 was charged to my account. Till today, 6Dec2022 I am still waiting for a refund. This charge was not approved or authorized and fraudulently taken out by PODS. With this fraudulent activity - it would have caused me to overdraft my checking account also if I did not pull money from my kids account and deposit money into my checking. That would have been a $35 charge for each over-drafted transaction. However, I chose to cover it with my children's money because one of those transactions were for my mortgage and I could not have that bounce. I have called PODS on multiple occasions and we go through the same scenario each time - submitting a new claim. My current claims are ******* for the compensation of over draft charges, and ******* and ******* for the reimbursement of $383.40 which they took out without my knowledge or authorizaiton. I am requesting to be refunded immediately for a total of $488.40 ($383.40 and $35.00 x 3). I have attached the screenshots of my bank of the transactions highlighted in blue that would have been overdrafted if I didn't deposit money. I no longer have time to call them multiple times a week and explain my whole story again only to get the same response that they will submit a claim. This is fraudulent on PODS behalf.

  

  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 his concerns and work on a resolution.  At this time, he has been advised to reach out to his specialist directly as we work to expedite his review. 

• Initial Complaint

  Date:12/05/2022

  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 have a long term account with PODS moving& storage. There are currently four containers on my account, with customer number *********. In August 2022, I called to gain access to my PODS, and was told (as in 2020) that my account had some issues, and while they could manually request local access, they could not put in the request to ship my containers to my new residence until the account was fixed. A few weeks later, in September, I called again to schedule shipment of my containers... I was again told they could not do this because my account was broken, but they would request the tech team fix my account (which in theory they did before). I also requested they file an incident report (*******) and compensate me for the rental fee I am paying on each container while they pretend to fix my account. I spoke with a supervisor who assured me the resolution team would reach out, but they never did. It is now December 5th, and I am on the phone with PODS again... but my account still isn't fixed, I'm still being billed every month, they are still pretending they have no means to reach out to the tech team to escalate this, and even worse, the incident ticket was waiting on the original customer service team to submit a second form. I am furious and frustrated. And the worst part is PODS has no reason to improve their service while they make $2500 a month by holding my property hostage "because they can't fix" my account.

  

  Business Response

  Date: 12/07/2022

  I am in receipt of your correspondence concerning PODS customer,  ******************************   On December 7th, 2022, contact to discuss the issue was initiated with ************** to in order to address scheduling and pricing concerns.   We were able to schedule what ************** requested at this time.   ************** is aware we will be reviewing the account in order to work toward an amicable 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:12/05/2022

  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 placed an order through PODS moving and storage. They were supposed to bring my delivery from ********** ** to *************** *****. I confirmed 3x with the sales rep that the *** was deliverable to *************** via the Ferry. Pods came to ************** to drop off the container to allow me to fill it up before they picked it up and took it to *****. After they picked it up and brought it to ***** they informed me that they could not deliver it to the final destination despite me clarifying this 3x up front. This resulted in me having to pay for the pods move, and then pay another company to transfer the items out of the pod into a moving truck, then pay them again to make final delivery. I have had an open ticket for two months with PODs and have contacted them 6-7 times looking for resolution. I have not received a single call back, email, or any other form of communication in response to my ticket.

  

  Business Response

  Date: 12/13/2022

  I am in receipt of your correspondence concerning PODS customer ***********************. Account review confirms ************** concerns were addressed and resolved as such. As of December 9th, 2022, the compensation payment has been processed accordingly and ************ has been updated to advise.  Should he have any further questions, he may reach out to his specialist directly to address.
  
  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: 12/14/2022

   
  Complaint: 18528904
  
  I am rejecting this response because: I have not received the refund at this point. I responded to the representative asking when/how that will be recieved. He never responded...again. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/27/2022

  I am in receipt of your correspondence concerning PODS customer ***********************. ************** refund will be posted back to the primary card on file, and we have followed up with our billing department to request they expedite this processing. He may expect to receive the refund within 3-5 business days. Should he have any further questions, he may reach out to his specialist directly to address.

• Initial Complaint

  Date:12/05/2022

  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 had a brilliant initial experience with PODS (up until the *** was picked up from our initial location) thats devolved into one of the worst Ive had. Details below, but in essence PODS scheduled and then failed to redeliver that container 3 times before the final redelivery. It turns out that the container was never even at the depot until just before the last time, so why impossible dates were scheduled is a mystery to me. That sad saga seems to be continuing. After being promised that Id get fast and exceptionally good followup from the PODS team that deals with these kinds of damages, Ive heard almost nothingand, certainly nothing via email, even an acknowledgement that the information Ive shared has been received.Damage totals $2,734.40, for penalties/extra expenses incurred as a result of the three missed delivery dates promised (8/5, 8/8, and 8/10) before we finally got our *** on 8/12. The bulk of the expenses ($1,980.00) were as a result of having to pay staff at Park Hillview, our new abode, who were dedicated to helping to place and then unload the *** even though it didnt show up until the last promised date (8/12). Because our new place was available, but very little to live with in it was, we decided that it would be less expensive to get a few essentials than stay in a hotel (typical hotel price here is about $250/night, so instead of $1,750, the total was $428.85). We also ate out much more than we otherwise would have, reflected in an additional $325.55 in extra meal expensesthats probably an understatement of the actual expenses. Note that I've placed two calls and sent four emails (one to the **** asking for resolution, with no response.

  

  Business Response

  Date: 12/13/2022

  I am in receipt of your correspondence concerning PODS customer ***********************. Due to the delay in resolution of his previous report, Mr. ******** file has been reassigned for further handling. On December 13th, 2022, contact to discuss the issue was initiated with ****************** in order to address his concerns and work on a resolution. He has been advised to contact his Executive Specialist directly in order to proceed with review. 

• Initial Complaint

  Date:12/05/2022

  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 PODS in May of 2022 to help me make a move to ****************. I am disabled and can not lift more than **** pounds. I ended up with 2 units and was to by moved to **********, ** on the August 30th, both of my PODS were to be delivered. After signing on the house, we came home to only 1 unit. I immediately called and asked where the 2nd POD was as I had hired movers to come and unload both PODS. PODS informed me that only 1 pod was issued to be delivered, but agreed with me, that it was silly that they both didn't get delivered, as it was noted that I had called for both of them. I was told that they would put an emergency on the delivery and nothing, no call, no delivery. This was on Tuesday the 30th. I had to put my movers on a "hold" so that I could call them to finish unpacking and putting things together. Our beds and everything we needed to function was in the 2nd unit. I paid a daily fee, to keep movers on call. I called everyday, with each call lasting up to 1.5 hours trying to get to the right department, only to be told, they would call me later that day, with NO call ever made, and no delivery until the 7th of the month. I called each and every day, sometimes 2 times ****. I was also double charged a few times, with them "refunding it a week or two later. I Called a couple weeks after the final POD was picked up and wanted my fees for the movers of $2500.00 or the cost of the 2nd container refunded. I got a whole $25 refund, which NO ONE can tell me what that was even for. 1 Lady I spoke with said that I would be refunded a month on each POD, due to the lack of delivery causing me to have to pay an additional month. I would now like a FULL refund of the 2nd container with all of the extra fees and time, I have had to deal with this. PODS has made an already stressful situation extremely stressful.

  

  Business Response

  Date: 11/07/2022

  The wrong company is named in the complaint. This needs to go to Pods Corporate. We are a franchise. Since this move was cross country this is a corporate account/ corporate move. There's nothing I can do.

  

  Business Response

  Date: 12/07/2022

  I am in receipt of your correspondence concerning PODS customer,****************************   On December ***************; our PODS advocate spoke with ****************** and advised her of the customer satisfaction credit refund that had occurred on November 14th,2022.     ****************** was unaware of the refund amount that had been processed and no further assistance was requested.   PODS considers that the matter has been resolved amicably.
  
  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:12/05/2022

  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.

  For a cross country move in July, I had a detailed conversation with the sales rep about the items I was bringing, and despite questioning the size, was reassured the 8 foot pod would be sufficient. I chose one of the recommended labor companies as I knew it would be tight and wanted to ensure I had people who knew what they were doing. When the movers arrived, they immediately told me my stuff would not fit in the 8 ft POD and I needed to leave stuff behind or get a bigger POD. I called you guys back and spoke with a rep who was able to find a 16 ft POD nearby. I explicitly told him that I was not willing to pay more for the larger POD as the cost to replace the items was relatively low. He reassured me there was no extra cost, and in fact, that I would be receiving a partial refund (unclear to me why) so I chose the larger POD. Your sales rep did not notify anyone from the local warehouse of the change, so after it didn't show up for a while I called and the local team and fortunately, they figured out a way to make it work. Had I not called the warehouse, I don't think I would have received the POD.After the 16ft POD was packed and taken back to the warehouse, I checked on its status and did not see a ship date. I called the call center back and they confirmed that the ship date for the 16ft had not been transferred from the 8ft, so my POD was just sitting. I was then told the total price would be ~$1000 more than what I was quoted for the 8ft POD, despite the sales rep telling me it would not cost more for the larger POD. I then filed a pricing dispute, which is incident number *******. On 9/4/22 I was told by a customer resolution specialist that the refund payment had been submitted and once approved, she would let me know. It has been 3 months and I haven't received any response despite multiple emails and voicemails.

  

  Business Response

  Date: 12/06/2022

  I am in receipt of your correspondence concerning PODS customer, ********************  On December 6th, 2022, contact to discuss the issue was initiated with **************** in order to address his concerns 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 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.

• Initial Complaint

  Date:12/03/2022

  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 is putting my items up for auction for non payment but locked me out of my account before I could make any type of payment or arrangements. Says that after 61 days of non payment they lock account when they locked my account way before that. I was trying to get straight answers about why it was locked before the 61 days but they couldnt tell me. They kept saying its after 61 days. I told them I was dealing with a different issues by them since ************ get a resolution until November. I tried to make arrangements way before that but couldnt cause I was locked out. They kept my belongings in storage (which I didnt want) & are trying to charge me for it when I didnt want my items in storage to begin with. They said that my items were due to be shipped on August 9th which was scheduled to be with the original pick up date of July 12th. My items werent picked up until August 4th. When I went to change the shipping date after it was finally picked up o noticed I was locked out of my account & unable to make any sort of changes. Kept saying I needed to call in which I did & was told that someone would call me back in regards to it. NEVER did. I had to keep calling & got bounced around departments, multiple tickets created, & they even repeatedly disconnected my calls when they didnt know what to do. The company wrongfully kept my items in storage to try & make more money from me. They cant explain why my online account was locked before the 61 days and is demanding I pay them a rental fee of $1,047 by December 24th in order for my items to not be auctioned off. I also must pay by western union which is something I never heard a business accepting unless its a utility company. They said they would send that information but also never did that. They sit & lie to their customers on the phone and put inaccurate notes on their profiles to gaslight people. I just want my items shipped to me without all the hassle. They are all for profit & not the customers.

  

  Business Response

  Date: 12/07/2022

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

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18518977
  
  I am rejecting this response because: I still havent heard anything from the company & I have been calling to get into contact with someone to come up with a solution but they arent answering when Im being transferred to the department needed. I was given a direct number for the department and it hangs up when I call it. So when I call back to be transferred to it the person trying to connect has me on hold & then says that the department isnt answering and to call back in an hour. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/23/2022

  I am in receipt of your correspondence concerning PODS customer,  ***************************. On 12/20/2022, a billing specialist was in connect with ****************** to provide a status update on her account as requested. The agent also informed ****************** of the current balance on the account. On 12/23/2022, we asked that our PODS billing/collection team have a specialist reach back out to ***************** to ensure all her questions are answered to provide a satisfactory resolution to her claim. We also followed up with ****************** directly to ensure she knew that her concerns were escalated to the billing team.

• Initial Complaint

  Date:12/02/2022

  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 was given the wrong size POD (16' when I ordered an 8') and was assured on multiple occasions I would only be charged from the 8' which I ordered. However, I have been charged for the 16' container for several months and PODS is non-responsive. I am owed a refund for the difference and I expect this to be something on the order of $500 to $1000.

  

  Business Response

  Date: 12/19/2022

  
  I am in receipt of your correspondence concerning PODS customer,***************************. ******************** complaints were thoroughly reviewed and addressed.   A settelment offer was presented to ****************** which he accepted.   PODS considers that the matter has been resolved amicably.
  
  
  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: 12/19/2022

   
  Complaint: 18515413
  
  I am rejecting this response because:

  First of, they have my name as *************************** and ************...

  Also, I requested a partial refund to compensate me for my lost time and they denied it. PODS only refunded the money they erroneously charged me.

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

  

  Business Response

  Date: 12/30/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***************************. On 12/30/22, a ********************** representative and ****************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim regarding his pricing. 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: 01/03/2023

   
  Complaint: 18515413
  
  I am rejecting this response because:

  As I stated in my email back to them several days ago, I do not agree with the retroactive non-disclosure agreement they are requiring me to sign.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/02/2022

  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.

  I submitted a claim (#*******) for being billed more than I was quoted originally on 9-20-22 and 9-21-22.9-20-22 I spoke with ****** who quoted:Drop off: $335.00 (included $259 monthly fee)Pick-up: free Continuing months: $259.00 Local delivery $155.00 9-21-22 I spoke with ***** who quoted:Drop off: $335.00 (included $259 monthly fee)Pick-up: free Continuing months: $259.00 Local delivery $155.00 9-21-22 I spoke with ****** and we filed the claim (#*******) after he quoted me the higher amount of $611.00.9-29-22 PODS charged me $611.00 without prior authorization This is $2***** higher than I was quoted two times by your representatives. 10-11-22 I spoke with ***** who told me the claim number and gave me the name of the advocate on my case. She claimed ****** would be in touch by email and to wait 2 or 3 more days. I received nothing!10-24-22 I spoke with ****** who claimed she filled out a follow up form and was transferring it to Kismet for a call back to me and to wait 2 or 3 more days. I received nothing!10-28-22 I was billed $359.00 (quoted $259.00) monthly storage! 10-29-22 I spoke with ***** who was surprised I was billed high of a monthly fee and said usually the monthly fee is $180-$200. He claimed that ********************************* is Mr. ******** supervisor and transferred me to Rad in customer service who claimed he was sending a follow-up email to update the *** He also said the company was handling so many IR's and it was taking a long time. 11-8-22 Sent email to ***************** no reply 11-16-22 Called and asked for a supervisor and was on hold for 20 minutes so I hung up. I was patient with them and gave them plenty of time to resolve it.The following is the correct amount of refund:+$2***** difference from original charge of $611.00 - $335.00 quoted.+$100.00 difference from monthly charge of $359.00 - $259.00 quoted.-$ ***** difference from final delivery charge of $99.00 - $155.00 quoted Total reimbursement should be $300.00.

  

  Business Response

  Date: 12/21/2022

  I am in receipt of your correspondence concerning PODS customer *************************. On December 21st, 2022, contact to discuss the issue was initiated with **************** in order to confirm reassignment of her initial report and that review of the booking call is currently underway. At this time, she has been advised to forward any documentation or applicable communication to the newly assigned specialist in order to proceed. 

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18514664
  
  I am rejecting this response because: I received no response from ************** representing PODS after I sent her the following email on 12/23/22 with the attached documents that I sent you (BBB). Once again they email and then drop the ball and you never hear from them again!
  

  Dear **************,
  
  Thank you for getting in touch with me. It's frustrating that I have to basically start over with you after all this time but I am willing to submit to you the previous documents and conversations with PODS that were previously submitted to the Better Business Bureau. 
  
  I hope this can be resolved and I can get the money back that was withdrawn from my account in error.
  
  Thank you,
  
  *************************
  
  ************
  
  
  
  

  
  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 the calls referenced. 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: 02/02/2023

   
  Complaint: 18514664
  
  I am rejecting this response because:

  My issues still have not been resolved. I emailed ************************* back on 1/23/23 advising I had 10 days to respond back to BBB and needed to know if she was going to refund me the $300 due me. If I did not hear from her then I would let BBB know how they have again let me down by not correcting the overbilling. I am still seeking my refund and would like this to be completed within the next 10 days.

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

  

  Business Response

  Date: 02/14/2023

  I am in receipt of your correspondence concerning PODS customer *************************.   On February 14th,2023, call review findings were sent to **************** to confirm the pricing advised during her booking call to change the order from long distance to local. As confirmed with ****************, our sales agent ****** advised of the updated pricing and that her first initial payment with PODS would come to a total of $611.00, which included a monthly rental of ******. She was advised this monthly rental would continue for the duration of her rental. Due to the findings of this call, PODS will not proceed with any compensation as it is not warranted.
  
  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 feels she experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Inc.considers this matter resolved.

  Customer Answer

  Date: 02/18/2023

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

• Initial Complaint

  Date:12/01/2022

  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 is definitely playing games with customers money. Called to get my unit delivered and since it was more than ******************************************************************************************************************* my moving budget. i called in the morning to get a quote and was offered a discount, and i told them i needed to discuss with my husband and decide how we would manage the surprise cost and when i called back about an hour later , they changed the price on me to even more to have it delivered. the NEW agent (****) was very nasty and rude to me and did not want to let me speak to a manager. they would not honor the discount they offered me in my first call and basically said "too bad so sad". i used to work for PODS years ago when it first started and this was NOT the way to treat customers or price their moves. its already stressful enough to move in general and this experience has made be rethink ever using them again. there are other storage companies (competitors) that offer the same service.

  

  Business Response

  Date: 12/02/2022

  I am in receipt of your correspondence concerning PODS customer, **************************  On December 2nd,  2022, contact to discuss the issue was initiated with ***********************; in order to address concerns 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: 12/02/2022

   
  Complaint: 18490873
  
  I am rejecting this response because: Although an apology is ******, the root of the issue is still unresolved. When I placed my order months ago, no one explained or advised that if I should decide to move over 50 miles away the cost would be significantly higher. At that time, I had sold my home and was in the process I of finding a new home to purchase. With the recent and still current real estate market, it was not easy to find something quickly and therefore, i needed the storage to hold my items while I 'house hunted'. Once i found a new home, I have also needed to repair and renovate before moving in and yesterday I called to schedule the *** to  be delivered to my new home and to my surprise, because the city is more than 50 miles away, PODS threw a hefty transport charge my way which again, was very unexpected. On the first call I made yesterday, as you can imagine, i had to review my finances before making the final decision whether to have PODS take my items to my new location OR suffer the cost and inconveniences of renting a truck to do everything from scratch which is what i tried to avoid in getting this ***. I advised the rep in the first call that I would call back and she (*****) also spoke to a manager by the name of ***** who offered to give me a $100 or so, discount and that the total charge would be $1,309.96 PLUS the monthly storage fee. This was way too high still so I let her know i needed to call back. When I called back approximately an hour later, i ended up with the rep **** who then proceeded to quote me a new charge of approximately $1800! I was super upset because i had just called an hour before and was given a completely different price. The rep ****** proceeded to speak to me very disrespectfully and made the call and process even more stressful. I do not believe that he should be a customer agent but that is not my call. However, I am now stuck with this ridiculous charge to move my stuff with no other alternative as renting a truck is not an option when moved 3 hours away. so the issue is the astronomical charge to move and the fact that i was not advised ahead of time that this would be a possible outcome and the change in price from one call to the next. that is unacceptable. Customers should not have to be forced to end up paying such high fees without prior notice.
  

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

  

  Business Response

  Date: 12/07/2022

  Our PODS advocate has been in communication with ************************* who provided additional information for the claim.   A review is currently underway in the hopes that an amicable resolution may be able to be reached.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18490873
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/15/2022

  As of December 14^th, 2022 our PODS advocate was in contact with *********************** to advised the review was underway in regards to the claim that one pricing was provided when the order was converted to long distance and then a different price provided at a later time.

   

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18490873
  
  I am rejecting this response because: there hasn't been a resolution or final determination so im not accepting anything until they provide with an update on a resolution. i can get emails all day about how they are working on it and investigating it but until they respond with something other than " its under investigation" i don't want to close out my complaint.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/23/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **************************  On 12/23/2022, an attempt  was made to reach out to ****************** to discuss the disputed further and address her concerns, however, the attempt to contact was unsuccessful, and a voicemail was left. We will attempt to reach back out to ****************** with hopes to reach an amicable resolution before the end of next week.