Business Profile

Portable Storage Units

PODS Moving & Storage

Headquarters

Complaints

This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,567 total complaints in the last 3 years.
399 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/25/2022
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.
I am not sure where to start. I was overcharged for the price I was quoted. I never received my discount. A good bit of our stuff was ruined in transportation. The staff I spoke to was extremely rude and not helpful. Horrible experience.
Business Response
Date: 11/28/2022
I am in receipt of your correspondence concerning PODS customer, ********************** On November 28th, 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: 11/29/2022

Complaint: 18463597

I am rejecting this response because: it doesnt resolve my complaint. I would like a resolution and I am willing to compromise to whatevers necessary. Thank you

Sincerely,

*********************
Business Response
Date: 12/02/2022
Our PODS advocate has been in communication with ********************* to obtain additional information about the claim in order to move forward with our review.
Customer Answer
Date: 12/02/2022

Complaint: 18463597

I am rejecting this response because: I have received one response to my emails sent and I have no idea what is going on at this point.

Sincerely,

*********************
Business Response
Date: 12/16/2022
Our PODS advocate shared the findings of the review that we could not sustain Mr. ******* claim he was advised a 30% discount would be provided on his move. The order confirmation from when the order was booked on January 13^th, 2022, which was provided to ****************, showed the cost of the move matched the amounts he was charged. In fact, **************** was charged less for the redelivery fee than what was listed in the estimated quote. **************** was advised only one discount promotion was able to be provided for his move as we were not able to provide double promotional discounts.
Initial Complaint
Date:11/25/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a 16 foot pod on August 31st 2022, to an agreed price of $2100 which Ive already paid for. However during the time I was in business with pods I had to file 2 incident reports, The first was made on October 3rd case number #****************. This case was made because on the morning my pod was scheduled to be picked on September 27th in the evening they called me at 8 am and said its now or you need to call customer service and have it picked up tomorrow, both the driver as well as the agent I spoke to told me the pod was to be picked up the following day, September 28th, it never showed up and I was then lied to by a pods representative that they received an email that it was still coming. Following this case I received no notification, no call, no email. I then called them throughout the next couple of weeks with no answers but my pod that was supposed to be at my new location on October 5th didnt not even arrive to me until October 17th. When I first called and order my pod I was told from the time its dropped off I have 1 month to unload the pod. On October 23rd I called to have my pod picked up and they informed me no problem the earliest they could come would be October 28th. My second case began October 28th when I saw Pods charged me with zero notification $311.95 this case number is *******. Pods then internally accepted fault and processed a refund back to my account on November 1st 2022. Today November 25th,2022 I received multiple calls from pods harrassing me for their money back. I waited on the phone for 2 hours to speak to ***** their supervisor who told me the same thing that every other rep has told me, that they cannot answer ************* need to wait for an email. This email, or emails for prior cases, never arrive. They are using obvious evasion tactics and running a scam. This case #*******. They wrongfully charged me for a storage fee, internally reviewed it, refunded it back, and now are calling to harass me saying it was false
Business Response
Date: 12/10/2022
I am in receipt of your correspondence concerning PODS customer ************************** On December 10th, 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 assigned specialist directly to proceed with review.
Initial Complaint
Date:11/25/2022
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 have been attempting to get this resolved with PODS directly. I was assigned a case number and a customer service representative to work with. However, that representative takes MONTHS to respond to my emails. Despite me providing him with what he asked for. I have continued to reach out to PODS directly to tell them that their representative isn't assisting me but no progress has been made there either. I want future customers to be aware that this business does not have good customer service and to be aware of issues that might occur. The issues that I experienced occurred on the final delivery of my PODS not the initial delivery. On October 15th, 2021 we closed on our home and moved in. PODS delivered 2 units to our new home that day. The delivery driver was extremely rude to us about cars and construction vehicles parked along the street although they were not our cars and they were not anywhere near our driveway as we made sure his path was cleared prior to his arrival per PODS instructions. After being treated unkindly, the driver then proceeded to deliver a unit, our driveway is nearly 3 car lengths wide -plenty of room to set the unit down without issue, however he set it close enough to our newly seeded yard that his hydraulic lift footers went right into our yard and therefore damaged our yard. His comment after we asked him about it was "what do you want me to do? get a shovel?" After that he was supposed to mark that our units were delivered, however he didn't which resulted in us being charged an additional month for a unit, I believe PODS does this routinely to get additional money out of customers. Again, I have been trying to communicate with PODS myself but they are clearly not concerned about their customer experience.
Business Response
Date: 12/06/2022
I am in receipt of your correspondence concerning PODS customer *******************. As of today 12/6/22, contact to discuss the issue was initiated with ************ in order to address her 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:11/21/2022
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.
In September I made arrangements to have my household items stored and to be later shipped by the company, PODs Moving and Storage. At the time of the arrangement, and currently as of 11/21/22, there was an advertisement for free storage the 1st month. However, after signing a contract, I was later charged two storage fees for my two PODS containers the 1st month. I filed a complaint surrounding the charge inaccuracy on 10/21/22 and was told that someone would follow up with me in ~**** business days. I called back on 11/21/22 and referenced my PODS complaint number: ******* and was told that *********************** was assigned to my case but no notes or a decision had been rendered. When I was transferred to ************** received a voicemail and left a message.Today, on the PODS site they still advertise the 1st month free that I saw when I booked; also, there is no code needed for this incentive. To resolve the matter, I'd like to be credited what I was charged the 30 days for storage; I was charged once on Sept. 29th and again on Oct. 1st 2022.
Business Response
Date: 12/03/2022
I am in receipt of your correspondence concerning PODS customer **************************** Due to the delay in ******************** initial report, her review was reassigned and expedited. On December 3rd, 2022, ****************** was contacted by an Executive Resolution Specialist who provided the findings of the account and call review. As no PODS error was found and the discount applied is one that is of higher value, we respectfully decline any further compensation for the order in question.

We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ***************************** have endured. PODS Enterprises,LLC prides itself on its quality customer service and we regret that she feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter closed.
Initial Complaint
Date:11/21/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They charged my credit card $5107.42 and they have not moved my moving pod. It's been over 2 weeks and they refuse to help me on the phone or online. They won't tell me where my pod is. They say I didn't pay anything but I have proof from the credit card company. I've been holding on line to speak to someone for 1 hour and 30 minutes so far and still holding. This company is a complete fraud. Shut them down!
Business Response
Date: 12/08/2022
I am in receipt of your correspondence concerning PODS customer *************************. Account review confirms the delay in transit was due to the PODS rental agreement not being accepted prior to the start date. A specialist made contact with ****************** on November 21st, 2022, to confirm and then schedule accordingly. Account review confirms on December 8th, 2022, the order was completed successfully, and ****************** unloaded her container.

We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ****************** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that she feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.
Initial Complaint
Date:11/20/2022
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 was told on Aug 9th by an employee that she removed auto pay from my account after I opened an incident to review the final amount due. Incident number *******. I never hear back from PODS regarding the incident. Until they placed an unauthorized charge my account. My account is locked and now waiting for a call from collections.I should have been informed about the dispute inquiry first. And they should not have access to bank accounts when they tell customers that access has been removed.
Business Response
Date: 11/22/2022
I am in receipt of your correspondence concerning PODS customer, ***********************. On November 22nd, 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:11/20/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PODS quoted us, on two different phone calls, under $800 for our pod rental and move. After the pod was dropped off at the final location they charged us over $5,000. After filing a dispute I have not been given a single update from pods. All the while they continue to post new charges on the credit card they have on file.
Business Response
Date: 12/03/2022
I am in receipt of your correspondence concerning PODS customer ************************* and *************************. On December 3rd, 2022, contact to discuss the issue was initiated with **************** and **************** in order to address their concerns and work on a resolution. At this time, they have been advised to contact their newly assigned specialist directly with to proceed with further review.
Customer Answer
Date: 12/10/2022

Complaint: 18442824

I am rejecting this response because: We were never contacted in regards to the complaint filed.

Sincerely,

*************************
Business Response
Date: 12/20/2022
I am in receipt of your correspondence concerning PODS customer ************************** This complaint was not opened by the account and is a duplicate of complaint 18555987.We are requesting the BBB to please close one of the two complaints so we may continue to document and work the complaint accordingly. **************** and **************** were contacted on December 3rd, 2022, and the review of the booking calls are currently underway. They may contact their Specialist directly in the meantime should they have any additional questions.
Customer Answer
Date: 01/09/2023

Complaint: 18442824

I am rejecting this response because:
As far as we are concerned the duplicate complaint from ************************* has been closed. We have still not been contacted by pods in regards to the billing dispute resolution after initially being told that it was a 3-5 business day process. We have updated the contact email multiple times but have only been contacted by individuals trying to collect money that was not included in the initial quote. We look forward to resolving this, thank you.

Sincerely,

*************************
Business Response
Date: 01/21/2023
I am in receipt of your correspondence concerning PODS customer ************************** On January 21st, 2022, follow up was sent to **************** the account holder on file, to confirm we are finalizing the call review as well as the review of her chargebacks that have since posted to her account.At this time, she has been advised to provide any further details to her Specialist directly as we work to expedite the remaining review.
Customer Answer
Date: 01/23/2023

Complaint: 18442824

I am rejecting this response because:
We were initially informed that this would be a 3-5 day process. It has been several months and we still have not been provided with a satisfactory response or any sort of solution.

Sincerely,

*************************
Business Response
Date: 02/02/2023
I am in receipt of your correspondence concerning PODS customer ************************* and *************************. A complete review of **************** account and has been completed. At this time we are finalizing the review for reimbursement as there are still active chargebacks on the account. On February 2nd, 2023 a follow up was sent to **************** to confirm we are finalizing the review of compensation. At this time, she has been advised we anticipate the completed offer to be presented by Tuesday, February 7th.
Initial Complaint
Date:11/19/2022
Type:Sales and Advertising 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 in July of 2021 for a 10ft storage container that I planned to use for storage for awhile before moving long distance. I was not informed that the 10ft model was only for local storage and had long distance moving restrictions. Had I been informed of this I would have chosen the 8ft container. In 2022 I contracted Pods to move the container from VA to CO. According to their contract, they were required to provide me with a written amount as to what the costs would be and I was to agree to it. They did not provide that (a breach of contract) and I most certainly would NOT have agreed to $16,500 they charged me when an 8ft pod was just over $3000. Even the 16ft size is just over $4000. I contacted them immediately upon seeing the hold on my credit card of $16500 (so before it was officially charged and before they moved the pod) and was assured that it would only be around $4000 though I was not given an exact amount. The $16,500 was charged anyway so I opened a formal help ticket with Pods and was assigned *************************** as my contact. I have tried multiple times to contact and speak with *************************** as well as anyone else at Pods with little success. On September 20th I finally received an email stating that they agreed that I was not advised of the 10ft restrictions and that they would only charge me $3,210.70. Other than an introduction email and the email dated September 20th agreeing with me, I have had no response from Pods to any of my inquiries nor has the $13,789.30 overcharge been refunded. This is why I need your help in this matter.
Business Response
Date: 11/22/2022
I am in receipt of your correspondence concerning PODS customer, ************************************ On November 22nd , 2022,contact to discuss the issue was initiated with ******************** in order to address her 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: 11/28/2022

Complaint: 18440913

I am rejecting this response because while PODS has indeed initiated contact with me they have not actually responded to the complaint with either a timeline of the resolution to which they have already offered or a refund of the over charge.

Sincerely,

***********************************
Business Response
Date: 12/02/2022
Our PODS advocate has been in communication with ******************** to provide a status update that we are currently waiting on approval of a settlement to present to ******************** in the hopes that the matter may be able to be resolved amicably.
Customer Answer
Date: 12/08/2022

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:11/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Pod via telephone to get a POD delivered then taken to new home. I have been charged 3 times that I was not authorizing. I was told that there was a monthly rental rate and for moving to new location. Not for them to bring it and pick it up. I have called and filed 2 different complaints with this company only to get an email stating they can do this. Then they charged me again. I asked since I am returning it 10 days early I was told it was past the grace ******* What grace ******* I feel like I have neednt scammed several times now by PODS. This company seems to be a scam/ ripoff I was told on and believed the total was around 500. It is now over ****. Thank you for your time
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 her concerns and work on a resolution. At this time, she has been advised to contact her specialist directly to proceed with further review.
Initial Complaint
Date:11/17/2022
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.
Pods moving and storage moved our belongings from ************ when we sold our home.Has stored our belongings for one year now I make-monthly payments.I called October 1 to have my belongings delivered to my new home only to find out that they wanted me to pay an additional $2000 because somehow they delivered my belongings to ********* ******* and have been storing them there.My new home is in Georgia which is where it always was going to be .I explained to them I already paid my moving expenses to have my belongings delivered down south .At this point in time the only thing I would need to do is continue to pay my monthly payments until my pod is delivered . I have continued to make those payments for the year of storage .I have made numerous attempts to get my belongings to be delivered spoken with the different supervisors all have which said they would get back to me and never have . I have children they need their belongings we need our furniture this is an inexcusable situation .When my order was originally taken over the phone they asked for my billing address of my credit card which is what I provided to them somehow whoever took the order sent my belongings to ********* *******. At no time did I ever say thats where I was moving to or that thats where I needed my belongings to go. We were waiting on our property in Georgia to be complete. I have been requesting my belongings to be delivered since October 1 2022 .Today is November 17, 2022 they still have not set up for delivery for my pod to be delivered to my home in Georgia.Nor have I gotten a phone call back from a supervisor to correct this issue .They made a mistake by sending my belongings to a different state and now they are requesting that I pay a $2000 transfer fee.I have already paid $7000 originally for this move.I am requesting that my belongings get sent to my home in Georgia and that I do not owe them any more money than just my monthly storage fee .Pods Contact person: ************************* customer resolution specialist ************ Thank you for your time in this matter .
Business Response
Date: 11/22/2022
I am in receipt of your correspondence concerning PODS customer, ************************** On November 22nd, 2022, contact to discuss the issue was initiated with ************** in order to address her 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: 11/29/2022

Complaint: 18418486

I am rejecting this response because:
they reached out in an email which basically stated they were looking into the problem.I have been requesting my pod be delivered to my house in Georgia.
they still have not set up a date to deliver my belongings .
we have lost out on Thanksgiving with our belongings and getting closer to Christmas we do not have ************* or any of our personal belongings this is inexcusable and absolutely disgusting we need for them to deliver our pod we have paid for it we expect our belongings to be delivered

Sincerely,

*************************
Business Response
Date: 12/02/2022
************* was provided the findings of the review when the order was booked which revealed she requested the container be stored in *********, **.
Customer Answer
Date: 12/02/2022

Complaint: 18418486

I am rejecting this response because:
I received a email letter from someone at the pods corporation .
they stated that on a phone conversation I requested the pod to be stored in ********* ******* .
that is in accurate I requested from them proof of that conversation to which they have not provided me .
I am still requesting that my pod be delivered to my address in ***** ******* without an added extra cost as I have already paid to move my pod down south

Sincerely,

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

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