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

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODS Moving & Storage

  6791 28th Street Cir E Sarasota, FL 34243-4143

  
• 

  PODS Moving & Storage

  15635 Hudson Ave Spring Hill, FL 34610-7606

  
• 

  PODS Moving & Storage

  4050 Louis Ave Holiday, FL 34691-5600

  

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:06/18/2025

  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.

  In April of this year, I arranged for a 16ft Pod to use for my relocation / move to N.C. from our home in *******. Upon completing our relocation to our new home, I called and ordered/ arranged for my Pod to be delivered to our new residence. Pods delivered as scheduled. The day of delivery was June 16th 2025. Tuesday, June 17th, I wanted to call Pods for a pick-up of their empty Pod, deciding on Wednesday the 18th I would have completed my unloading of the Pod, and they could pick up asap. Our business would be completed. My first call did go to Pods on Tuesday and I asked for a pick up schedule date for as soon as June 18th. Pods declined and said that the first available date would be July 09, 2025 ***** weeks from the time of my call !I've called 6 times trying to explain that I need my driveway due to our moving van is due in and I need a sooner date asap, not to mention all the work and activity going on as part of a major relocation of my family home. I have repeatedly asked to speak to a supervisor or manager so as to explain the absolute need to remove their empty Pod off my driveway. The safety factor alone is enough for any sensible, responsible person or company to understand if thought about for a minute (or just a few seconds!) My pleas have gone nowhere. No one seems to know how to contact any management to resolve this issue, only to state a standard comment that I will be placed on a first available list for pick-up. Not even a call-back. My fear is not only that the moving company will refuse unloading but, even worse - if we had an emergency at the house and the Pod was blocking access! I find the policy Pods has adopted is unacceptable at best, and dangerously incompetent decision making . HELP ! please.***** ******. ********************************** Phone; ************

  

  Business Response

  Date: 06/24/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Mr. ***** ******. On June 23, 2025, a PODS representative reached out to Mr. ****** to inform him that the final pick-up date for his container has been updated from July 9, 2025, to June 25, 2025, thereby satisfactorily resolving his concerns. As Mr. ****** was unavailable at the time of the call, a voicemail was left advising that a follow-up email would be sent with the relevant details for the scheduling resolution.
  
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ****** *** 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:06/18/2025

  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.

  The first initial request was made at the end of May for a drop off of 2 June 2025. There was no call and e-mail to state the delivery was not available. I then cancel the request and submitted a new request to see if it was just a system issue. The new request was made around 4 June with a drop off date of 07 June. The container did arrive and my card was charged. I immediately scheduled my pick up date for 14 June because of the issues that first occurred. 13 June I received the time slot for 14 June 2025. I waited home to ensure the *** would be picked up. Again there was no e-mail or call to let me know that they would be unable to pick up the **** I called customer service and the put in a case that would take ***** hours. I explained I was on a base and had to move out by Monday which means the *** had to be off their driveway. Monday I called and was told the earliest they could move the *** is 24June. I asked to speak to a supervisor that then escalated the case to move the date from 24June because of the charge that I would receive for having the *** still on military grounds. I later received an e-mail that stated the *** would be picked up. I informed the post that the *** would now be picked up on 18 June that was provide as my ***** period without fine. The post sent me an e-mail reminding me that it would be $105 a day from the date of move out I would be fine for the *** sitting in the driveway. The *** still has not been picked up and now customer service state the earliest is 3 July. This has put so much stress on me as a member of the Army and my daughter.

  

  Business Response

  Date: 06/27/2025

  RE:       ******** ***** (CID: 170609010)
               Complaint #: 23488965
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS customer, ******** *****. Our records confirm that a PODS Customer Advocate spoke with Ms. ***** on June *******, to address her concerns regarding the delayed pickup of her container.During that conversation, Ms. ***** was invited to submit documentation reflecting any out-of-pocket expenses incurred as a result of the delay. Once that documentation is received, PODS will conduct a further review and follow up accordingly. Should Ms. ***** wish to further discuss the account or billing they are welcome to contact PODS directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that MS. ***** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ***** 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 Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23488965
  
  I am rejecting this response because:
  The advocate did reach out but has not provided the follow-up email on where to send the document. At this time, the issue is still not fully resolved.

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

  

  Business Response

  Date: 07/10/2025

  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. Ms. ***** has been assigned a PODS Advocacy Representative, who has contacted her to confirm the assignment and provide direct contact information for ongoing communication.
  On July 2, 2025, a request for documentation was sent to Ms. ****** and a follow-up email was issued on July 10, 2025. We invite Ms. ***** to respond with the requested documentation to facilitate continued progress on her case.
  We will continue working with Ms. ***** throughout the review process and will provide details and an appropriate resolution once the review is complete.
  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23488965
  
  I am rejecting this response because: I am unable to respond to the e-mail that was sent.
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23488965
  
  I am rejecting this response because:
  

  I was unable to send the requested document directly to them at the email they sent, however I have uploaded it here to BBB who have advised they are forwarding it to you on my behalf.
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 07/23/2025

  RE:       ******** ***** (CID 170609010)
              Complaint#:23488965
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,******** *****. On July 23rd, 2025, a PODS representative sent an email to Ms. ***** extending a goodwill customer satisfaction credit as a resolution to the claim. We are currently awaiting the return of the required documentation to process the credit. Once received, the refund will be issued, bringing the matter to a satisfactory resolution. For any further questions or to discuss the account in more detail, *. ***** may contact her assigned advocate or reach out to PODS **************** at **************. Representatives are available Monday through Saturday from 8:00 AM to 10:00 PM EST, and Sunday from 10:00 AM to 6:30 PM EST.

• Initial Complaint

  Date:06/18/2025

  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 contracted PODS to deliver my moving container from ******** to *************, **********. The delivery was scheduled for Monday, June 9, 2025, and I was provided a confirmed delivery window between 11:00 AM and 2:00 PM. I called customer service at 3:30 PM and again at 5:30 PM to check on the status. Both times I was assured that the *** was still en route and would be delivered that ********** 6:55 PMnearly five hours after the delivery windowI received a call informing me that the container would not be delivered at all and that the earliest available delivery would be Wednesday, June 11, 2025. This was a complete reversal of what had been communicated to me all day.The failure created serious disruption. I would have been forced to go without essential belongings, including furniture, kitchenware, clothing, and my computer that I needed to work. To rectify the mistake, I requested that PODS allow me to pick up my belongings at their storage facility and help cover the cost of a trucker rental and movers. I had no choice but to retrieve my container from their storage center because of the lack of communication on their end and a lack of confidence that the *** would actually be delivered on June 11th. If I waited an extra 2 days to receive my belongings I would have lost my job. As of today I have not received a satisfactory resolution or commitment to reimbursement.I am seeking reimbursement for the cost of a rental truck and local movers to access my container, as well as an apology for the misleading and inconsistent communication that led to this hardship. When I asked a representative to speak to a manager, I was cursed at and denied. I also request that PODS take steps to ensure this does not happen to other customers in the future.Their failure to meet a clearly scheduled and confirmed delivery, compounded by assurances that turned out to be false, amounts to poor service and a breach of reasonable customer expectations.

  

  Business Response

  Date: 06/20/2025

  I am in receipt of your correspondence concerning PODS customer, ****** *******.   On June 19th and 20th, 2025, contact to discuss the issue was initiated with ****** ******* in order to address scheduling concerns and work toward a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ****** ******* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ****** ******* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  

• Initial Complaint

  Date:06/18/2025

  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 contacted PODS in early June and told them I needed a container delivered, picked up and then moved to new home by the end of the month. They said this was no problem. Now that I have the *** packed and ready for pick up, they are telling me they backed up and can't get it for 2 months. I have already moved out of state.

  

  Business Response

  Date: 06/24/2025

  I am in receipt of your correspondence regarding PODS Enterprises, LLC customer, **** ******. Please be advised that the scheduling issues were resolved prior to the receipt of the complaint, and the matter was subsequently resolved through direct communication between **** and a PODS representative.

  As of June 18th, we have confirmed with **** that the issue has been fully addressed. Accordingly, we respectfully request that this complaint be closed as resolved.

  Customer Answer

  Date: 06/24/2025

   
  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:06/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/2, I spoke with a PODS *** who quoted me prices for my move. The prices that I quoted were not the prices that I was charged on my credit card. I spoke with customer service and requested a refund. They refuse to change the charges.

  

  Business Response

  Date: 06/26/2025

  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. Ms. ****** has been assigned a PODS Advocacy Representative and has been contacted to advise of assignment and provide contact information while the review proceeds.  We will continue to work with Ms. ****** 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 Ms. ****** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ****** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23473702
  
  I received a phone call yesterday who said that she reviewed the phone call that I had and heard the representative say that the monthly charge would be $204.58.  She stated that she was sending a request to her supervisors requesting a refund.  I am currently waiting for confirmation on that.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/05/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ******. On June 28th, 2025, a PODS representative and the customer reached an amicable agreement involving a Customer Satisfaction credit as a resolution to the claim. A refund was successfully processed on July 3rd, 2025, thereby resolving the matter.

  Customer Answer

  Date: 07/07/2025

   
  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:06/15/2025

  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.

  The pod is not weather proof. It rained and the Pod leaked. The water got up to 9 of water. This damaged some furniture and 6 boxes of books. They said that I should have purchased contents and container insurance. I didnt know that the pods werent weather proof. I have photos of the water line and the water that is still in the pod.

  

  Business Response

  Date: 06/24/2025

  RE:       ****** **** (CID: 170471968)
               Complaint #: 23471548
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS customer, ****** ****. ********************** received Mr.Hills case on June 17, 2025, regarding damage to personal property stored in his rented container. Following a thorough investigation, no physical damage was found to the container, and no cause of loss could be attributed to PODS.Testing of the container confirmed these findings. Mr. **** booked his order through ************************** and declined the optional contents protection coverage during checkout. As outlined in the rental agreement, PODS customers assume responsibility for the contents stored, including loss or damage caused by mold, mildew, or rising water. All PODS Customers are confirming through the acknowledgment of the agreement, that was accepted at the time of booking, that they will be protecting their belongings by securing the appropriate coverage. ******* can review the rental agreement by logging into his PODS online account. Should Mr. **** wish to further discuss the account or billing he is welcome to contact PODS directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. **** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mr. **** feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

• Initial Complaint

  Date:06/15/2025

  Type:Customer Service 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 moved long distance, using 2 PODS for my move. 1st half of my PODS experience went mostly smoothly (with 1 time change that I wasn't emailed about) 2nd half of my experience has been a nightmare. I had a container delivered 6/10, but when I tried to call and schedule a pick-up for 6/12, I had to go to work and had my spouse call, whose number should've been on the account. Of course the PODS location in the closest city doesn't have a number I can contact, so I have to go through their general customer service line. Once we gave the agent the access info, they were in the process of setting the date, then hung up. After that, all the other agents I contacted about setting up the empty container pick-up said there was an error with my account. I can sign into my account just fine, but not schedule a pick-up. June 12 comes, and I contacted them again at lunch time. I chatted with ****** B, who said 6/12 and they would call 30 minutes-1 hour before arrival, then before I was done speaking with him, he left the conversation. I spoke with ****** after to get a 2nd opinion and she did the same thing as ******. On 6/13, I called and they told me they were still having errors on my account, but that the 6/12 date was "under review" even though I had tried calling and chatting MULTIPLE TIMES and they supposedly kept adding notes to my accounts. At some point a supervisor or manager is (or was) supposed to contact me. I have my 2nd *** arriving on 6/17, and put in the drivers notes exactly what's going on with the 1st *** and that they need to pick it up when they deliver the 2nd. My landlord said the *** can only be in my driveway for 3 days, which I tried to follow that rule and even told the agents, but nothing was done. If they can't pick-up the 1st *** during the delivery of the 2nd *** on 6/17, I expect half off my whole order for all my stress and issues PODS has caused.

  

  Business Response

  Date: 06/24/2025

  RE:       ***** ******** (CID 170369098)
              Complaint #: 23471298
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***** ********. On June 24, 2025, PODS sent Ms. ******** a release form related to her request for compensation, following a delay in the scheduled pickup of one of her containers. The release, provided as a gesture of goodwill, requires signatures before the refund can be processed. Once the signed document is returned, the Executive Resolution Specialist will work to expedite it through the accounting department. If Ms. ******** would like to further discuss her account or billing, she is welcome to contact PODS directly at ************** or reach out to her customer advocate. **************** hours are MondaySaturday from 8:00 AM to 10:00 PM EST, and Sunday from 10:00 AM to 6:30 PM EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ******** may have endured.  PODS *************** prides itself of its quality customer service and I regret that Ms. ******** 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. 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23471298
  
  I am rejecting this response because I never received anything from the company on June 24, 2025. I showed up to my local PODS location on June 18th, was treated very poorly by the "not a supervisor" warehouse supervisor. Before I spoke with him, I managed to find a paper posted on a wall in their deserted office with HR's number and after calling them multiple times, they put me through to the district manager who took care of my situation, but it should have never even gotten to that point.
  

  

  Business Response

  Date: 07/10/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** ********.
  On June 30, 2025, a PODS representative and Ms. ******** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to her claim. The refund has been processed, satisfactorily resolving the matter.
  

  Customer Answer

  Date: 07/11/2025

   
  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:06/14/2025

  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.

  I placed an order with them to move my Pod from the ********** to the East Coast, noting on the phone that I wasnt entirely sure that the second location was finalized. They assured me that as long as I called within 24 hours and updated it, I would be refunded my money (close to $4,000) and only charged for the updated move location. I called within 24 hours, as the customer service representative stated, and changed the location to a much closer city. The difference in price for the shipment was over $1,000. Again, I was assured that as the first order was canceled within a timeframe to incur no penalty, I would be refunded my almost $4,000 original estimate and then charged for the lesser amount. I STILL HAVE NOT RECEIVED THAT MONEY BACK FROM PODS. I called customer service four times regarding this issue, was reassured over and over that the money would show up any day until on my final follow up call, I was told that I would not receive that money until days after my Pod was delivered to the final location and picked up. I was also told that although originally I had been promised not to be charged Pod Rent for that month, as my Pod had spent a total of 3 days in one of their storage facilities, they had already deducted a full month of rent (over $350) from the amount I was supposed to have already been refunded. When dropping off my Pod, I wrote as many instructions as I could in the limited amount of space they gave me. I NEVER received a phone call. They didnt update that they had dropped off the Pod on my Pod account website. I would have never even known it had been dropped off in entirely the wrong spot at the storage facility had the wonderful facility manager not called me directly. Finally, he admitted they had made a mistake by not calling me, and even though that mistake cost me 7 additional hours of moving and significant financial expense for my moving help, there was nothing they could do.

  

  Business Response

  Date: 06/26/2025

  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. Ms. ***** has been assigned a PODS Advocacy Representative and has been contacted to advise of assignment and provide contact information while the review proceeds.  We will continue to work with Ms. ***** 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 Ms. ***** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ***** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

• Initial Complaint

  Date:06/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible customer service and was charged for the driver not following directions and placing container as he pleased without care for road signs or customers. They refunded the money, now took it back out. DO NOT USE!!!!

  

  Business Response

  Date: 06/24/2025

  I am in receipt of your correspondence concerning PODS customer Ms. ******** *****. On June 18, 2025, we proactively reached out to Ms. ***** to discuss and address her concerns. A review of the account has been completed, and weve noted a few items that may benefit from additional clarification. We are currently awaiting Ms. ****** response in order to proceed.

  
  At PODS Enterprises, LLC, we are committed to delivering exceptional service and maintaining strong relationships with our customers. We understand that each customer interaction is important, and we strive to ensure every experience aligns with the high standards we set as a company. We remain committed to working collaboratively with Ms. ***** and will continue our efforts to reach a resolution once we hear back from her.

• Initial Complaint

  Date:06/14/2025

  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.

  On May 12, 2025 I contacted PODS to inquire about using them for my long distance move from ******* to **************. My initial encounter was pleasant and made me feel comfortable enough to go through with using this company. I was quoted $2850 and told this price would not change. Then when my dates were set the price was changed to $2994. The website does not allow you to see the total amount or when the charges will be processed. I was told I would have a charge of $477.79 taken out of my account the day before the *** was to arrive. This amount was initially declined. I called and made the payment by phone and the money was taken out of my account. When I asked about the balance and if it would be shown on the website the call center this company uses could not answer the question and instead started explaining how I would have charges over $3,000. I argued this and was transferred to another associate who promised discounts and that my new balance total would only be charged $2807. I had a charge taken out of my account of $2043 which was scheduled. The day before my *** was picked up from my house on 6/11/25 I called to confirm the amount I would be charged because the $477.79 was reversed back into my account. The associate I spoke to again in their call center told me multiple times the only charge I would have coming out of my account is $301.69 I asked him to confirm this as it did not sound right and again he confirmed this and put me through their terms and conditions automated message that you agree to what was set up. I agreed to that. This is all on a recorded line. Now this morning on 6/14/25 PODS attempted to pull a charge of $461.75 from my account. I called immediately when PODS opened and asked to speak with a supervisor. I was gave the run around about speaking to a supervisor and was finally placed with one. This supervisor is now telling me I owe around $700 and not honoring the $301.69 I was quoted.

  

  Business Response

  Date: 06/26/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** ****.    Following receipt of Mr. ***** concerns, a member of our team spoke with him on June 24, 2025, to discuss the details of his experience.  We conducted a thorough review of all interactions related to the billing concerns, including recorded calls.   Based on this review, we found that all actions taken by our PODS representatives were consistent with our policies and procedures.  Its important to note that the original quote was adjusted when the redelivery address was changed and Mr. ***** offloaded the PODS container at the PODS storage center. However, after applying all available discounts, the final amount charged was actually lower than the original quote of $2,850.  While we understand the frustration caused by the confusion around billing and communication, we found no errors in the charges processed or the information provided by our agents at the time. That said, we recognize the importance of clearer billing visibility and will continue to improve the transparency of our customer communications and online account features.  Based on our findings, we consider this matter resolved. We appreciate the opportunity to address the concerns brought to our attention.
  
   We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that Mr. **** may have endured.  PODS *************** prides itself on its quality customer service and we regret that Mr. **** feels he experienced anything less.   We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23468639
  
  I am rejecting this response because:

  While PODS states they did a "thorough" review and found their agents did everything in accordance with their standard, this leads me to states that their standard must be conflicting pricing that changes with each agent spoken with, and holding personal belongings ****** just to charge an extra month and make MORE money from their customers. I was in fact contacted by a "case worker" named ******* who assured me that all calls would be reviewed and that an effort would be made to get my pod delivered sooner. This of course did not happen. Instead, I was again told that "The agent I spoke with and confirmed my dates with mistakenly told me a correct date when my pod could be delivered to my house which was supposed to be June 21st". Also NOTHING has been stated to the fact that the day prior to my pod being picked up from my home in ******* I called pods on June 11, to inquire about further costs and when they would be due. That agent told me I would only need to pay approximately $300 more and NOTHING ELSE was due and that this would be billed on June 21. This was again not true and is on a recorded line. If PODS states all calls were reviewed and agents did their job appropriately why was I billed unexpectedly $400 on June 12th? Then once PODS had my items I received an email stating that I would not be able to get my pod delivered to my house on June 21 which had been scheduled for weeks and instead it would be delivered on July 3rd and picked up July 8th requiring me to pay another $400 due to a second month rent. I was assured the only day the PODS location in ********* could only do deliveries on Tuesdays and Thursdays. However due to needing my items and not wanting to pay PODS any more money I instead took on $250 in charges from u-haul to rent a truck and drive an hour away to spend my day on June 23, to self unload my pod in near 100 degree heat and then again have to unload the u-haul at my home that evening because PODS can not stick to their dates and contracts. While at the storage facility in ********* I noted multiple PODS trucks moving pod units in and out of the facility so why can my container not be delivered as promised? Seems as If this company is a scam. After doing my research I have found this is indeed how PODS operates as many people have the same complaints. Also while at the storage facility another family was doing the exact same thing my family was doing as they were going through the same problems. PODS has not offered any form of compensation for their incompetence and their breach of contracts. Instead PODS stands by their scam of a company and lack of customer care. The management of ********************** should be embarrassed that this is how they handle business. 

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

  

  Business Response

  Date: 07/03/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** ****.
  A complete and thorough review confirms the resolution we provided on July 1st, 2025 provided was deemed appropriate. However, in the spirit of delivering the best customer experience, we have revisited the matter upon receipt of the additional feedback and additionally comprehensive review, PODS position remains unchanged. No compensation is warranted.
  PODS acknowledges the frustrations Mr. **** regarding the weather. Weather conditions are beyond PODS control and any decisions made in response to those conditions were made at Mr. **** discretion. PODS cannot assume liability for decisions beyond our control.
  PODS would like to confirm that all customers have option to access or unload the container at our PODS facility. These same options would have been available regardless of weather conditions. 
  We appreciate your understanding, and we remain committed to providing fair, transparent, and high-quality service. Based on this information we ask you close this case as resolved. 
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23468639
  
  I am rejecting this response because:
  

  This is a copy and pasted response from ******* on my case with PODS. Not a true response to my claims. So here is my same response I sent to her. 

  In an effort to prevent any further confusion with you or your company, I was never given any more options as you yourself did not follow up as you said you would about having the container redelivered at an earlier date. I myself asked the agent on the phone if I could unload my pod because it was clear nothing was going to be done by PODS to make the situation right. Instead the only option I was given at the time was to wait for you to do whatever it was you claimed you were going to do (which was nothing) or get my items myself and yes I chose that because I was not willing to pay PODS any more money. I stand by the fact that this company is a scam and does this on a regular basis. A vast majority of the reviews online state that same story. The family that was at the storage facility unloading their pod into a U-Haul also tells the same story. So yes items were held at ****** to get more money for your company unless I made the decision I did. The fact that multiple times yourself and PODS has said that there was nothing done wrong and against your standards as a company is pitiful at best. There is no customer care at all. Clearly all ********************** cares about is how much money they can scam from their customers. As I stated before I will make sure I warn anyone and everyone I can about how terrible PODS is and not to do business with this company. 

  Also, To add to this, PODS is focusing on the fact that I pointed out the weather, I did this to further explain the toll it took on myself and my family to be FORCED into the situation. PODS still will not take accountability of the fact that they DID NOT honor the CONTRACTED terms of when my pod would be delivered to my home and instead took it upon themselves to change the date of delivery which would have been TODAY, leaving myself and my family without our items for more than two weeks on arrival and 3 weeks since originally picking up my pod at my old residence. PODS also refuses to acknowledge their lies of the pod could only be delivered on Tuesdays or Thursdays when I unloaded my items on a Monday and witnessed several PODS trucks moving pods in and out of the facility that day. PODS also refuses to acknowledge them trying to charge for an extra month's rent when THEY changed the dates. The change was not my choice and therefore PODS should take on those costs when THEIR call center associates FAILED to provide all information accurately of their being a problem with delivery IF there really was one. All of this is to say PODS continues to lie and focus on points of irrelevance to try to claim their care about their customers when they do not. 

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