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

  601 NW Mercantile Pl Port Saint Lucie, FL 34986-2258

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

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

  

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:12/01/2022

  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.

  I hired PODS to handle my cross country move that took place in April/May 2022. All went well with the drop off/pickup/delivery of the pod to the final location. All expenses were paid, I was all set and thought this was the end of my interaction with PODS, with an overall positive experience. Weeks later, I receive a call from PODS, letting me know that I have overpaid my bill by $167.94, and that they will be issuing a refund to my credit card, I said 'great, sounds good'. Weeks go by and I have not received this refund to my credit card, and my bank has confirmed this. I am later contacted by PODS again stating that there never was supposed to be a $167.94 refund to me in the first place, and that I now have to pay back this money (that they NEVER refunded me). I explain to half a dozen different departments, managers the situation and we end the call with them assuring me that everything is squared away and we are all even. No payments needed from either side. Now, I receive a letter in the mail from a debt collection agency, sent by PODS, to get back the $167.94 that they NEVER sent me. I have sent my bank statements to both PODS and to the debt collection agency showing that PODS never sent me any sort of refund. In trying to contact PODS about this since the letter arrived, I was put in contact with the 'collections' department who handles this. They told me to contact my bank once more and give them a call back at their DIRECT line so I did not have to wait 3-5 business days (which is the standard collections contact method, call the general line and wait 3-5 days for them to call you back). I did this, called the number, which led me to the generic support line, where they told me I had to wait 3-5 days. The collections **** never returned my 3 requests for a callback. I've been hung up on, and lied to by members of this company.The current status is that the debt collection has been officially disputed, and I have provided my supporting documents.

  

  Business Response

  Date: 12/13/2022

  I am in receipt of your correspondence concerning PODS customer *******************. On December 12th, ************ 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.  

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18490746
  
  I am rejecting this response because: I was simply contacted asking for more information. There is no resolution yet.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/23/2022

  I am in receipt of your correspondence concerning PODS customer *******************. As ****************** concerns are directly related to his billing, we have requested our collections department supply the chargeback documentation and response. Upon receipt we may review the exact charge(s) ************** disputed with his bank so we can assist and proceed accordingly. In the meantime, he may reach the Specialist directly should he have any further questions that arise. 

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18490746
  
  I am rejecting this response because: There is no resolution yet.

  I am still waiting to hear back from PODS with any sort of actionable response. I am stuck here with an open dispute with a debt collection agency that is waiting for PODS response. I am also waiting to hear back from the PODS 'executive resolution specialist' *************************, who I responded to with my supporting details back on 12/14 via email.

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

  

  Business Response

  Date: 01/09/2023

  I am in receipt of your correspondence concerning PODS customer *******************. We have reviewed this complaint with our collections department and reached a resolution. PODS has followed up with our third-party collector to remove **************** account as it was not a valid debt. On January 6^th,  2022, contact to discuss the issue was initiated with ************** to advise of the findings and the removal from Collections.

   

  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 hope that we were able to help **************** concerns. We aim to provide customer satisfaction, and we take these complaints seriously.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With the receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

• Initial Complaint

  Date:12/01/2022

  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.

  Placed an order with PODS and initially it was a great scheduling and customer service. However, I was told by 2 employees (and they confirmed the notes were in the file), that I would have a pricing adjustment of nearly $1,000 for a price match. While they dont offer that, they made a mistake and said they would so they would honor it. I was told to wait 2-3 days for someone to reach out to provide that billing adjustment. It has been 2 weeks and NOTHING. *** called and multiple people have said they see everything in the notes, but there is nothing they can do, no billing department to transfer to and I just have to wait. How much longer past the promised 2-3 business days. This is a lot of money to have pending during an already stressful time. This has been a very stressful and difficult process to even get a response back.Customer #*********

  

  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.
  

• Initial Complaint

  Date:11/30/2022

  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 was unknowingly charged $169.73 by PODS on October 25th. I called to enquire as to what this charge was for, and was advised that this charge was a mistake and the transaction was voided. I also contacted PODS through their website chat feature to confirm and was told the same thing. The funds were never withdrawn from my bank account as PODS voided the transaction quick enough. I was told that my total account balance with PODS was $0, there were no open invoices, and my services were complete. No further charges would incur. On November 23rd, I received an automated email from PODS stating that they encountered a problem and payments were processed incorrectly. Again, I immediately contacted PODS and was told via chat that their "billing department encountered an error. You don't need to worry about this and your order was completed before the renewal so you should not be charged." In my head, when I'm told I should not be charged, I should not be, and will not be charged. On November 28th, I was again charged $169.73. I once again called PODS to see why I was charged after being told this was a mistake and I never should have been charged in the first place. I was passed around to multiple people, each one telling me something different as to why I was charged. According to them, the charge was for redelivery. I had already paid this fee as part of the $4,524.12 paid to PODS. I confirmed this with PODS representatives no less than 3 times throughout the whole moving process of dealing with them. PODS is now refusing to refund my money even though I was told on a number of occasions that I did not owe this money, did not owe any more money, and my account was settled.

  

  Business Response

  Date: 12/12/2022

  I am in receipt of your correspondence concerning PODS customer ***********************. On December 12th, 2022, contact to discuss the issue was initiated with ****************** in an effort to assist her further. Although account review confirms the charge in question is a valid charge for redelivery, as a gesture of goodwill PODS has informed ****************** we will be proceeding with refunding the charge in attempt to resolve amicably. She may expect to see the refund post to her primary card on file 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: 12/13/2022

   
  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:11/30/2022

  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 ordered an 8 foot POD in October for delivery in November. This POD will be moved from ******, ** to *****, **. I was initially told I'd be charged 24 hours before the PODs container moved, but later someone amended that statement and said its 7 days prior. That means, ultimately, I am on the hook to pay for the ENTIRE balance of the move within a 2 week period.I was told by a representative that he made special billing and handling arrangements to ensure my POD got shipped on/by December 19th, to arrive ahead of the January 13th access date (almost a month of lead time) but there seems to be no record of this call occurring. The representatives I have talked to since have told me if I do not have the funds, PODS will continue to attempt for a week between 12/12 - 12/19. Honestly, it seems I'm getting misinformation and may not even receive the service I'm paying for.

  

  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 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 ************** 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:11/29/2022

  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.

  Request over a year ago pick up of storage container money was pulled out account yet they never came. When they showed up months later I was working man wrung doorbell said he can not pick container up because it had a lock on it. Previous locks have been broken and all do to area I live in with addicts and prostitutes. They continued to try and take money out my account instead of picking container up so I blocked my account. I told them when I was sick to get this I was out of work did months home everyday and they never cam. Now they treating me with 3rd party creditor for their neglect. Pick it up and leave me alone.

  

  Business Response

  Date: 12/12/2022

  I am in receipt of your correspondence concerning PODS customer ************************. On December 12th, 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 follow up with her Specialist directly in order to proceed. 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18478542
  
  I am rejecting this response because: This issue has still not been resolved .
  
  Sincerely,
  
  Sharondah ******* ********

  

  Business Response

  Date: 01/18/2023

  I am in receipt of your correspondence concerning PODS customer *************************   On January 17^th, 2022, a follow-up was initiated with ****************** to confirm we are working with Collections in an effort to schedule the final pick up of her container accordingly.  At this time, she has been advised that the balance on the account is valid and to work with her collector directly in an effort to make any arrangements needed. After the final pick-up is scheduled, ****************** will be contacted to advise of the service date as promised.

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18478542
  
  I am rejecting this response because: you can pick it up but I refuse to pay any more monies and you failed to pick this up. So I will obtain a attorney because you are not messing my credit up for your agencies foolish that took better business to help with response
  
  Sincerely,
  
  Sharondah ******* ********

  

  Business Response

  Date: 01/25/2023

  I am in receipt of your correspondence concerning PODS customer *************************   On January 25th, 2022, a follow-up was initiated with ****************** to confirm we are awaiting the account lock to be removed in order to proceed with scheduling. As PODS will not be waiving or adjusting the balance, ****************** has been advised to continue working with collections in an effort to avoid being sent to a third-party collector. ****************** will be contacted by end of week to advise of the service date as promised.

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18478542
  
  I am rejecting this response because: it needs to be picked up YES I HAVING BEEN ASKIN NOW FOR 3 YEARS THIS IS UNACCEPTABLE AND COLLECTIONS NEEDS TO REACH OUT OR I AM GOING TO GET LAWYER I AM NOT PAYING FOR ANYTHING I HAVE BEEN UNSUCCESSFULLY BEEN ASKING FOR NOW 3 YEARS FOR THIS S*** TO BE PICKED UP AND THEY THINK I SHOULD PAY FOR THIS MESS. I WILL GO TO THE NEWS ON PODS AND EXPOSE THEIR FRAUD AND HOW THEY ARE CHEATING PEOPLE OUT OF MONEY. LIKE I HAD TO GET NEW CARDS AND BANK ACCOUNT BECAUSE INSTEAD OF YOU PICKING IT UP LIKE I PAID FOR YOU JUST KEEP SNATCHING MONEY OUT MY ACCOUNT
  
  Sincerely,
  
  Sharondah ******* ********

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 18478542
  
  I am rejecting this response because:
  

  
  I am been arguing with PODS who has been saying that they would pick this POD up. 3 years now that I paid for pick up even to it being scheduled and they showed up today and was told there is a balance and they can not pick it up. But the are creating this balance and fees. Their cooperation scheduled pick up, and yet here we are back in same place. This is boarding on crazy. I called a lawyer and he was told by PODS it would be pick up today, file several complaints in a year and still no resolution

  
  Sincerely,
  
  Sharondah ******* ********

  

  Business Response

  Date: 04/10/2023

  I am in receipt of your correspondence concerning PODS customer, ************************. As of April 10, 23, we have resolved all concerns with ****************** to her satisfaction.
  

  Customer Answer

  Date: 04/11/2023

   
  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,
  
  Sharondah ******* ********

• Initial Complaint

  Date:11/29/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with PODS to move my household from ** to ************ ** on April 22 & 24, 2022. I was paying storage fees for the 3 PODS on the 22 & 24 of each month. On Aug 16, I contacted PODS to change the delivery location and set up the delivery date. After the 3rd agent, it was set up for delivery on Sept 17 & 19. On Aug. 17 I was billed $850.00. I called PODS to ask about the charge and was told it was storage fees. I was informed that the agent had closed out the previous ticket and opened a new ticket for the new delivery location. I expressed my concerns about the storage fees and told them that she should have informed me that was what she was going to do. MY CONCERN IS THAT I WOULD BE CHARGED ONE MONTH STORAGE FEES FOR 3 PODS FOR JUST 1-3 DAYS. On Aug 25, 2022, I spoke with a supervisor named ******* (you NEVER get a last name of ID number). She informed me that I was receiving a credit of $228.00. That amount would be applied to the delivery fees. She told me that I would be charged $90.00 for the delivery of 2 PODS on Sept 17 and $159.00 for the delivery fee on Sept 19. She said that the storage fees for Sept would be waived.On Sept 19, I called PODS to confirm that my account was completed. I was informed that my account was paid in full and that the ticket was closed.PODS has been attempting to charge me $919.35 for storage fees since Sept 20. I have called no less than 15 times and spent HOURS on hold. I have filed complaints to PODS about this and have received an email saying that they are doing their best. Each time I call, I get a different person and spend 20 minutes explaining the situation to them and I always ask to speak to a supervisor. When they transfer me, I get disconnected or a message that the party I am calling is not available and I am disconnected.I have never received a bill or an invoice for this charge. I can only go on-line to see the charges.I only want them to waive the storage fees and close my account!!!

  

  Business Response

  Date: 11/30/2022

  I am in receipt of your correspondence concerning PODS customer, ************************  On November 30th, 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 ****************** 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: 12/14/2022

   
  Complaint: 18476157
  
  I am rejecting this response because:

  I had a long conversation with ******************************* on December 1, 2022. She informed me that she has to do an investigation and go over my account. I received an email from her on December 8, ********************************* progress. That is the only contact that I have had with PODS.

   

  This complaint HAS NOT been resolved. Please do not close this case. PODS continues to attempt to process fees for this complaint everyday. Even though I had requested that they terminate that process. PODS has done nothing but provide *********** is regards to this complaint.

   

  Thank you for your assistance with this matter. 

   

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

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

  
  
  

  

  Business Response

  Date: 12/14/2022

  On December 14th, 2022, ****************** was notified of the credit applied to his PODS account for two of the containers September 2022 monthly fees and that we were continuing to work on his billing concerns in regards to his other container on the account for the September 2022 monthly fees.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18476157
  
  I am rejecting this response because: 

  I received the following email from PODS:

  Good Afternoon ****,
  
  The September 2022 monthly rental & contents protection invoice for containers #***B26 &  #******BX of  $490.25 was credited to your PODS account and is no longer part of the balance due. 
  
  The balance on the account is for the September 2022 monthly rental & contents protection for container #******BX of $270.10 which I am still working on for a resolution.     The other part of the balance is for (1) redelivery fee of $159.00 which is a valid invoice and applicable.
  
  
  Respectfully,
  
  ********
  
  *******************************
  Customer *************************** of the *************** | ************
  f | ************
  e | ***********************************
  
  I will be responding to ****************** and will include BBB in the email.

  My account on myPODS.com has been locked so I cannot see what charges she is talking about. My on-line account is my only access to billing information. I have never received an invoice or a receipt from PODS.

  She does not mention anything about the credit that was to be applied to the delivery fees for the first two pods that were delivered on Sept 17. She does not address the issue that I was told by a supervisor that the storage fees for all 3 containers for September would be waived. Those storage fees would have been for 4 days on two of the pods and 5 days for the third. I was told by the supervisor (her name is ********, because that is all the information that you receive when you call PODS ***************** You NEVER get a direct number or ID Number so that you can go straight back to that person.) that I had a credit of $228.00 and that credit would be applied to the delivery fees of the 2 containers that were delivered on 9/17/2022. That left me a balance of $90.00 for that delivery. She said that I would be billed $157.00 for the delivery of the third container on 9/19/2022. ******** told me that was all that I would be billed. The credit WAS NOT applied, and I was charged $318.00 on 9/19/2022. 90 plus 157 equals 247, 318 minus 247 equals 71. It looks to me that I am owed $71.00. But since I cannot access my account on myPODS.com and I have NEVER received an invoice or bill there is no way for me to confirm any of this.

  I have been trying to stay ahead of this since August 18, 2022, when I found out that the agent had closed out my original moving ticket which changed my billing dates. I have been told numerous times that I had a $0.00 balance.

  Thank you for your assistance with this!!!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/15/2022

  We apologize that due to the fact there is a past due balance on Mr. ******** account accessibility on line is not available at this time, however, we have requested our PODS billing/collections team send ****************** a statement that would show debit/credit transactions.    ****************** is aware that we are continuing the process of addressing the September 2022 monthly billing on his 3rd container and also redelivery fees.
  

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18476157
  
  I am rejecting this response because:

  I am attaching a copy of the Transaction Report that PODS sent me this afternoon.

  
  

  I have not reconciled the statement, but most of the statement looks correct. EXCEPT on page 3 (which is most likely reflected on other pages). 

  On 7/23/2022, I was billed $457.30 for Storage and Protection for 2 containers. The period covered is from 7/22/2022 - 8/22/2022.

  On 7/26/2022. I was billed $228.65 for Storage and Protection for 1 container. The period covered is from 7/24/2022 - 8/24/2022

  
  

  On 8/19/2022, I was billed $760.72 for Storage and Protection for all 3 containers. The period covered is from 8/16/2022 - 9/16/2022.

  
  

  This means that there was an overlap of Storage and Protection Policy on 2 of the containers for 7 days. And an overlap on 1 container for 9 days.

  Therefore I am owed a refund for those days. The Supervisor that I spoke with (********) told me that I am due a refund of $228.00 and that amount would be applied to the delivery fees of the first 2 containers on 9/17/2022.

  She also told me that the Storage and Protection fees for September would be waived!!! That would leave me a balance of $90.00 for that delivery. Then I would be charged the standard $159.00 for the delivery of the third container.

  
  

  On 9/18/2022, I was billed $318.00 for the delivery of 2 containers. The refund that I am owed WAS NEVER applied. And they charged me the entire amount for the delivery of the 2 containers, I AM OWED A REFUND OF $71.00.

  
  

  Yet PODS continued to process charges to my account for $919.35 from 9/22/2022 until 12/9/2022. On 12/9/2022, they reduced the fee to $429.10. PODS is still trying to charge me for 3 days storage on 2 containers and 5 days on the third. Yet they won't give me credit for the overlap of contracts.

  
  

  But then PODS blocked me from accessing my account on myPODS.com so there was no way for me to verify any of this information. I am STILL BLOCKED!!!! I cannot believe that I have been blocked from accessing information about my account. I would have thought that PODS would have unblocked me after I filed this complaint. As of today, my account is still locked.

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

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18476157
  
  I am rejecting this response because:
  

  I am attaching a copy of the Transaction Report that PODS sent me this afternoon.

  
  

  I have not reconciled the statement, but most of the statement looks correct. EXCEPT on page 3 (which is most likely reflected on other pages). 

  On 7/23/2022, I was billed $457.30 for Storage and Protection for 2 containers. The period covered is from 7/22/2022 - 8/22/2022.

  On 7/26/2022. I was billed $228.65 for Storage and Protection for 1 container. The period covered is from 7/24/2022 - 8/24/2022

  
  

  On 8/19/2022, I was billed $760.72 for Storage and Protection for all 3 containers. The period covered is from 8/16/2022 - 9/16/2022.

  
  

  This means that there was an overlap of Storage and Protection Policy on 2 of the containers for 7 days. And an overlap on 1 container for 9 days.

  Therefore I am owed a refund for those days. The Supervisor that I spoke with (********) told me that I am due a refund of $228.00 and that amount would be applied to the delivery fees of the first 2 containers on 9/17/2022.

  She also told me that the Storage and Protection fees for September would be waived!!! That would leave me a balance of $90.00 for that delivery. Then I would be charged the standard $159.00 for the delivery of the third container.

  
  

  On 9/18/2022, I was billed $318.00 for the delivery of 2 containers. The refund that I am owed WAS NEVER applied. And they charged me the entire amount for the delivery of the 2 containers, I AM OWED A REFUND OF $71.00.

  
  

  Yet PODS continued to process charges to my account for $919.35 from 9/22/2022 until 12/9/2022. On 12/9/2022, they reduced the fee to $429.10. PODS is still trying to charge me for 3 days storage on 2 containers and 5 days on the third. Yet they won't give me credit for the overlap of contracts.

  
  

  But then PODS blocked me from accessing my account on myPODS.com so there was no way for me to verify any of this information. I am STILL BLOCKED!!!! I cannot believe that I have been blocked from accessing information about my account. I would have thought that PODS would have unblocked me after I filed this complaint. As of today, my account is still locked.

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

  

  Business Response

  Date: 12/28/2022

  Our PODS billing/collection team has locked Mr. ******** account due to a past due balance.   ****************** has been provided billing statements which outline the transactions on his account.    Our PODS advocate has presented a resolution offer to ****************** in the hopes that this matter may be able to be resolved amicably. 

  Customer Answer

  Date: 01/06/2023

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

  It is unfortunate that it took over 4 months and me having to contact The BBB to get this resolved. I thank The BBB for being my advocate in this matter.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/28/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made arrangements to have our POD delivered on November 11, which is the day we closed on our new home. After waiting around all day the pod driver called to say that all of their trucks were broken down and they could not deliver pod that day. Subsequently we had to stay in a hotel with two dogs and encourage expenses for food. The next day we were told the pod would be delivered. We went to our new home and then the driver called late in the morning to say that all the trucks were still broken down and that they would not be able to deliver our pod until Monday. Since this was a Saturday, our friends who were in town to help us move, offered for us to stay at their place, since we had the two dogs rather than go to a hotel again. This did cost us more money in food and gas. We were almost at our friends house. I had driven an hour and a half away when the driver called to say that they did in fact deliver our pod that afternoon, but we had already incurred these additional expenses as this is not what we were told. We were very inconvenienced by not being able to move into our new home, and are seeking compensation for the second half of the delivery which they were unable to perform in a timely manner, and also the expenses that we incurred due to pods not being able to hold up their end of the deal I did receive a $100 one time credit that the representative I spoke to on the phone said she was giving me to try to help with what was going on and that someone would call me with further resolution . I have not received a phone call or email from anyone at this point, and I am seeking compensation for an additional $1882.08.

  

  Business Response

  Date: 12/05/2022

  I am in receipt of your correspondence concerning PODS customer *************************.  On December 5th, 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 forward documentation to substantiate her request to her Specialist directly so we may continue with review. 

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18472223
  
  I am rejecting this response because: I did receive an email from their representative which I replied to with my documentation and desired resolution and I have not received any response back from her and there still is no resolution at this time. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/23/2022

  I am in receipt of your correspondence concerning PODS customer **************************  On December 23rd, 2022,confirmation was sent to **************** that an expedited review of her delay expenses is currently underway. At this time, she has been advised that a response will be provided next week after we return from the extended holiday weekend.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18472223
  
  I am rejecting this response because:
  
  I was informed I would receive a call by 12/29/22. I have not received any call or resolution. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/13/2023

  I am in receipt of your correspondence concerning PODS customer **************************  On January 13th, 2023, a reimbursement offer was sent to **************** to cover the out-of-pocket expenses she incurred due to the reschedule referenced. This offer is in addition to the previous $100 refund that was given as a gesture of goodwill. She has been advised to follow up with her specialist directly in order to proceed.  
  

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18472223
  
  I am rejecting this response because: I have been told I am offered $300, which barely covers my expenses plus leaves zero consideration for my time and stress. While I have been offered this they have yet to process any refund.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/28/2022

  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.

  In early June, I scheduled my PODS to be delivered on July 2nd and July 5th to accommodate PODS scheduling - they were unable to deliver my PODS any earlier and this was a compromise. Approximately five minutes before my delivery window on July 2nd, *********, from Bristol PODS, called me to tell me that my *** would not be delivered as the driver called out that morning. I asked her what could be done, was it possible to send the *** a little bit later or have another driver deliver it as I had my movers, Elite Movers, scheduled and prepaid to unload the *** that day. I hired three men ($150 an hour) for three hours plus $50 travel (the receipt is attached). She apologized, and informed me that nothing could be done except putting in a claim to PODS corporate for compensation which she did for me. There was no resolution from this and no contact within the next 72 hours, so I called her again. ********* said she would put in another request to the resolution center. 72 hours later, there was still no contact from PODS so I made a phone call to customer service, they were able to find *********'s requests and told me that a resolution agent would reach out to me in the next few days. A week later, I called again and spoke to ***** from a PODS office in **** and she reprocessed the request. A few days later, you sent me an email in response. In summary, I did not receive my *** on the promised date, I am out $500 as a result, and it has taken several months to reach PODS to resolve my issue. I was issued ************************* from the Clearwater *************) as a resolution specialist on July 22nd. He did not respond to my emails in July, August nor October and he has not returned any of my calls. I called customer service on 11/22 and was told that the incident was closed as I had not responded to PODS. They re-opened the case on 11/16 but no one contacted me. I called again on 11/28 and was told that ***** was re-assigned and should be reaching out to me.

  

  Business Response

  Date: 12/10/2022

  I am in receipt of your correspondence concerning PODS customer *************************************. Due to the delay in Mr. ******** initial report,his concerns have been reassigned to an Executive Specialist. On December 10th, 2022,contact to discuss the issue was initiated with ****************** to confirm the reassignment. At this time, he has been advised to forward all documentation and concerns to his newly assigned specialist in order to proceed. 

  Customer Answer

  Date: 12/20/2022

   
  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.  I have forwarded all information to ************************* of PODS.  
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:11/28/2022

  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.

  Regarding PODS customer # *********. Executive complaint in process, contact is ******************************* ************. ************************************ I contracted with PODS for a 16 foot moving container, and an 8 foot container was delivered Saturday November 12th. I noted the problem immediately, including that my movers were contracted for the next business day, and that I needed to make use of them for two reasons - I had already committed to their 3 hour minimum, and they had limited availability the following day when PODS said it would deliver the proper container. I explained to PODS that I would use both containers since I needed to fly out the next day and needed to ensure I could complete the job, but would only pay for the contracted one, and to note that as part of the complaint I initiated. I encountered $1200 dollars of added hard cost expenses for their mistake ($166 to change my flight, $962 for a 2nd day of movers, and $20 for an additional lock for the 2nd container as examples), not counting my time and inconvenience for missing an additional day of work, and spending hours on the phone with PODS.I never heard back from PODS until I contacted my bank USAA, which referred PODS as part of an affiliate program. PODS said they would research the issue and get back to me. They responded a few days later, saying my request for reimbursement of the added expenses, and confirmation that I would not be charged for the 2nd container was rejected, but that they would offer a discount on the deliver service of the 2nd container.This is completely unacceptable - in addition to all of the time, energy and hassle they've already put me through, they expect me to pay them an additional $4000-5000 to remedy their mistake.

  

  Business Response

  Date: 11/30/2022

  I am in receipt of your correspondence concerning PODS customer, **************************  One of our ********************** advocates is currently working 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 ************** 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:11/27/2022

  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.

  05.17.2022 - Contract signed with PODS to deliver one container from **************** to *********, PA - total price - $2456.24.06.27.2022 - family of 4 flew to ********* to receive the *** at rental apartment. Please note that this is an empty apartment since all required stuff for the rented apartment was in the ***.06.28.2022 - *** was never delivered in spite of repeated calls to PODS customer service at least 6 times on tht day. Agents repeatedly that *** would be delivered this day. Finally late in the day got a call from PODS representative that container never left PA. *** would now be delivered on July 13th - two complaints were filed - IN . Incident Report #******* to waive monthly rental starting June 13th due to fault of PODS Incident Report #******* expenses and inconvenience incurred.Additional expenses incurred in the amount of over $4000 since we had to book an Air BNB at the last minute and make a second trip to ********* to receive the container not to mention that additional clothing, bedding and food had to be purchased to meet the additional 2 and half week requirement to meet the pod considering that the new job started on July 1st 2022.Several calls placed to Resolution Specialist and never received a response in spite of sending all required receipts to settle the two incidents. Finally at the end of July / 1st week of August 2022. I was made to sign off on a settlement of $1500 to be mailed to me as a check. Check was never mailed to me.11.18.2022 - received an email from a PODS accounts receivable agent that I owe $1826.97 to be paid at the earliest to avoid being referred to a collections agency.

  

  Business Response

  Date: 11/28/2022

  I am in receipt of your correspondence from *************************** concerning our PODS customer.  On November 28th, 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.