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 ComplaintThe 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:11/11/2022
Type: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've been consistently overbilled by PODS since Nov 2021. I complained and provided supporting information showing the problem and was assured that it was corrected in Sept 2022. On 10/4/2022 I received a $597.96 credit to my **** Card. I was assured that the transportation charge to ship from ******* ** to ************** ** would be $2637.00; confirming email indicating correct billing amount $262.64 and the corrected transportation charge was to follow. Email was never issued. Billing for Oct and Nov was at the incorrect amount again. I wrote to ********************************* again on 10/27 with no response from the company. I disputed the charge with **** and was told that the company claims they billed me correctly ($317.93) but issued a cash return $55.29 which I never received. Why would they issue a cash credit when they bill my **** card? I have a dispute in for November 2022 also but don't expect any results with either **** or PODS. This situation needs to be investigated as the company is totally unresponsive and now providing incorrect information to *****
Business Response
Date: 12/02/2022
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ********************* . On 9/20/2022, a ********************** representative and Customer reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim. ********************** thoroughly reviewed the customer account. The customer billing has also been corrected and explained to the customer on 11/15/2022Customer Answer
Date: 12/16/2022
Complaint: ********
I am rejecting this response because:Please reopen the complaint #********, I do not agree with the response from PODS. I did come to agreement with ***************************** on 9/19/2022 for ****** which included monthly rental + insurance and the ******* transportation charge for bringing the *** to ******* from **. The message I got from her on 11/15/2022 indicated that the monthly charge of ****** was correct - even though the company issued a ****** credit to my **** account to adjust for overbilling 11 months. Here is the response I got from ***************************** on 11/15/2022. As you will see they have reverted to the incorrect billing again rather than adhering to the agreed to price of ****** total for the monthly rental:*****************************Hello **************,
I just wanted to let you know that youre account is billed correctly after speak with our billing team. Ill provide a breakdown for you :
The monthly rental are billing at $249 + Tax = ****** plus CPO for your contents ( insurance ) of $49.95 + **** = $53.12
*****************************
Customer Advocacy Specialist II ****** of *********************************************************************************************************************************
Business Response
Date: 12/29/2022
I am in receipt of your correspondence concerning PODS Enterprises, LLC. *******************************. Per our previous response, a complete review of ****************** account was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODS Enterprises, LLCs position remains unchanged. A claim was submitted for ************** on September 20, 2022 to have his transit and monthly rental adjusted before the next billing cycle. Due to an IT issue, we did find that ************** was overcharged for 4 months. A refund of $597.96 on 10/4/2022 was provided back to the credit card on file. On October 25, Mr. ****** account was adjusted by our billing to adjust his transit fee to $2,367.14. Mr. ****** monthly rentals have always been $249 plus tax for a total of ****** in addition to $49.95 plus tax for the content protection coverage for $10K value for a total of $317.93. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.Initial Complaint
Date:11/11/2022
Type: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 stopped my automatic payment with pods multiple times. I have talked to several representatives even a manager that has assured me it has been stopped and then I can call and make my payment on the 15th of every month. Somebody internally keeps running my debit card for the amount when I called to ask about it they can only say its valid and they can never let me speak to a manager they say it is against their policy to give me our managers name over our pods account. This has happened for the last two months in a row somebody internally has authorize my payment. We have never received a phone call authorizing our payment. So they are charging my card without my permission.Business Response
Date: 11/16/2022
I am in receipt of your correspondence concerning ********************** Due to ************** concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time. Upon completion of the review, a member of our PODS Billing/Collections team will reach out to ************ directly to discuss.
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************ may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that ************ experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.Initial Complaint
Date:11/11/2022
Type: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 by multiple managers that I would be refunded for the full amount of $2,916.00 (cost of shipping & unloading services) after PODS failed to show up for 4 days in a row. I have 19 emails documenting when they were suppose to show up, and filed to show up 4 days in a row. There are 4 outstanding incident report numbers, the most recent Incident Report #*******. I also filed a customer complaint as this refund, in the full amount of $2,916.00, was submitted on October 19, 2022. As of November 11, 2022, I am told by every single agent that unless ******* refunds the money, there is nothing they can do. This is fraud and I demand to be refunded in the full amount of $2,916.00 as soon as possible.Business Response
Date: 11/16/2022
I am in receipt of your correspondence concerning PODS customer **************************** On November 16th, 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:11/11/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My customer ID is *********. I paid $2,158.09. I scheduled my move on 8/22/22. I was charged an extra $100 to guarantee that my *** would be picked up after noon. I had to pack morning of since I cant leave my stuff overnight as my city is incredibly high crime. On 10/13/22, the ***** BEFORE PICKUP, I get notified my pick-up time is 8AM-11AM. I called at 7AM the next morning and I'm told that the local center messed up and theres NOTHING they can do. So 7AM the morning of my move I'm blindsided by PODs saying they are going to arrive in 1-4 hours and if I'm not done packing, I'm just out of luck. I'm panicking because I'm supposed to fly out the next day and have expensive tickets and deposits. I found the local pods office number online to BEG for some understanding and the manager was incredibly rude and said it's not his problem, they're schedule is packed. He did not say sorry or offer any solution even though its his fault. He was annoyed that I contacted him, condescending, and completely unhelpful. So, at 7 in the morning, after prepping for a stressful and big move, Im carrying boxes to the *** myself and praying I can fill the *** in time. My partner had to call off work with no notice to help pack as well. Our movers for 8AM rushed over and barely got the *** packed in time. What a horrible and incredibly stressful experience made worse by PODS lack of help and willingness to fix THEIR MISTAKE. I filed a complaint with PODS against the local office and was promised the complaint team would contact me in 1-3 days to discuss a partial refund. Ive called 3 times in 3 weeks since then and have been told they cant ensure Ill be contacted, it's up to the right team to call me. I paid extra for assurance and was blindsided with an hours notice. Moving is so stressful and PODS has no business making it worse by being condescending and not taking responsibility for their mistakes. I'm convinced they won't contact me until its "too late" to adjust the bill.Business Response
Date: 11/14/2022
I am in receipt of your correspondence concerning PODS customer, ***************************. On November 14th, 2022, contact to discuss the issue was initiated with *************************** in order to address concerns and work on a resolution.
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *************************** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that *************************** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.Customer Answer
Date: 11/16/2022
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. The business reached out over email and offered to refund the costs I incurred from the inconvenience.
Sincerely,
***************************Initial Complaint
Date:11/10/2022
Type: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.
Here is my customer and order ID (October 15, ************* #: ********* Order #: ******* When I placed the order on the pods.com website, I entered in an **********, ** pickup and Brooklyn,** delivery address. It seemed there was a system error on the pods.com website and my addresses were mixed up. The result was a reservation made for two addresses that don't exist (Pods still took money from me to book a reservation for addresses that don't exist). Further, the confirmation email referenced the website, and when I clicked the link in my email the pods.com web portal did not show me my order, so I had no way to confirm the pickup and delivery addresses. When the pods driver came to drop off the container, he called and asked me for an address that does not exist,. He asked for my ******** street address with my **********,** city state (ie. ***********************************************************) - and I had to correct him so he came to the correct address. I packed up the container and headed back to **. I reached out to pods support and even though I booked a move from **********, ** to Brooklyn, ** they only recorded a local move (********** to **********). At this point I've already paid $514 thinking that covered **********, ** to Brooklyn, **, due to an issue on the pods.com website, and I've already packed the container and wanted to finish my move to **. The increase in price is close to $900 (approx $1400 total) and I requested that pods.com give me a 50% discount on the additional fees since their website did not book me correctly, or show me the right information. Further, I couldn't access my order once I booked it. I first called support on 10/19/22 and pods support has not looked into my reported IT issues, and have only reported back I'm trying to change a local delivery to a long-distance delivery. They've held my items since 10/19 and won't give me a thorough answer, all while accruing storage fees.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 his concerns and work towards a resolution. At this time, he has been advised to contact his specialist directly to proceed with review.Customer Answer
Date: 02/07/2023
I filed a previous BBB compliant #******** where the resolution was that a PODS specialist would contact me. That person did contact me, and provided all the information requested, but no followup actually happened. PODS stated in BBB #******** that they would followup with me, but they failed to do so, giving the impression to BBB that they are following up with the consumer, but they failed to do so. Further, after I disputed the charges with AMEX, and those disputes were closed out (ie. credited to my account), PODS issued chargebacks to me. So instead of dealing with my complaint responsibly via BBB or AMEX, they just send me to accounts payable. The attachment ***********pdf, shows that PODS took money from me to pickup from an address that doesn't exist (155 *************** 5I 5I **********, ** *****). You can see the email exchanges I had related to the last BBB complaintBusiness Response
Date: 02/27/2023
The review found that ******************* order was booked online at www.pods.com on October 15th, 2022, and all fees were provided at the time of booking, based on the information entered at the time of booking. An order confirmation was generated at the time indicating all pricing for the PODS service for ******************* review based on the information submitted in the order. The applicable initial delivery fee was invoiced for ******************* actual origination address. Currently, one of our *************** Team members is revisiting ******************* concerns and the review of the claim.Customer Answer
Date: 02/27/2023
Complaint: 18389743
I am rejecting this response because: PODS assigned a specialist last time that never followed up with me. I will not accept this as a next step; even in their response - there is no admission of an issue within their system - all PODS is doing is sticking to their narrative to show no issue in their system
Sincerely,
*************************Business Response
Date: 03/03/2023
Per our previous response from February 27th, 2023, a complete review of ******************* account was conducted, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODSEnterprises, LLCs position remains unchanged. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.Initial Complaint
Date:11/10/2022
Type: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 INCIDENT # PRO-******** CUSTOMER# ********* ORDER# ******* Incident date:10/14/2022 Incident description: POD removal from property caused significant damage to lawn. Damage description: 4, 2-3 foot long, 12in high ruts in years as a result of POD removal practice of shifting POD from stable ground to yard for removal. Relocation Apparatus (i.e., truck) became stuck in yard and required removal by tow truck. Ruts and yard remnants left for home owner repair. PODS corporate contacted and denied claim on two occasions supplying no documentation or tangible information as to decision pathway. **************** refusal to escalate matter and lack of access to terms of contract quoted as owner negligence requires immediate attention. Local representative has been advised. PODS Corporate Representative, ************************* is gatekeeper of any further information and has kindly refused to provide case file or documents related to decision. BBB assistance is requested for resolve. Note attachments of yard damage and repair quote; all of which have been provided to aforementioned PODS representative.Business Response
Date: 11/15/2022
We are in receipt of the correspondence concerning PODS customer, *************************. Per our previous response to ************, our position remains unchanged. The container was placed in August 2022 according to the instructions ************ provided when booking via the PODS web portal. Her online request was that the empty container be placed in the yard according to the positions available online. Our investigation established that the damages to the yard were caused by normal operation of the unit, delivery truck, and related equipment. It is likely a result of the additional weight in loading the unit that *** have contributed to requiring a tow service. We found no mishandling and no other cause of loss was identified. With consideration to the terms of the agreement entered into with PODS, the customer represented that the area of placement will have adequate size, clearance, and structural integrity to withstand the weight of the container and PODS equipment.Furthermore, she acknowledged the risks associated, waived, and holds PODS harmless from any damage that *** have occurred during this process. Based on the information presented, and pursuant to the terms of our arrangement, we respectfully denied the claim.
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 Enterprise, LLC prides itself of its quality customer service and we regret that ************ feels she experienced anything less. We sincerely apologize for any instance where an individual is not completely satisfied with a PODS experience. When notified of less than satisfactory experience, we endeavor to review the processes that gave rise to the feedback and take appropriate measures to address their comments. With receipt of this correspondence, PODS considers this matter closed.Customer Answer
Date: 11/15/2022
Complaint: 18388979
I am rejecting this response because:1. Placement of container was marked yard/vacant lot/job site.
2. Driver was directed to place container on concrete. Homeowner was present when container was delivered.
3. Per pictures, *** itself did not cause unnecessary damage, removal of *** by receiving truck and subsequent tow truck removal of drivers truck stuck in yard was culprit of four separate, 1-1.5 feet deep and 3 foot long ruts in driveway.
4. In no reasonable scenario is use of a tow truck to pull out PODs own delivery truck valid.
Pictures of damage (i.e., ruts) and concrete pad attached. Measurements, and by visual apparent placement of ***, the *** was not directed to be placed in the yard. Rather, *** was placed at the convenience of the driverpartial yard/partial concrete. Our complaint does not concern the ***. The complaint is specifically directed at the manner in which the *** was removed. Again, *** receiving truck and tow of said truck caused damage to the yard. Additional photographs and measurements are available on request. Lastly, it is not the consumers responsibility to identify or be a subject matter expert on placement or removal of ***. It is unreasonable to predict a drivers expertise or anticipate negligence be met with dismissal as normal procedures.
Sincerely,
*************************Business Response
Date: 11/22/2022
We are in receipt of your correspondence concerning PODS Enterprises, LLC customer,*************************. Per our previous response on November 15th, 2022 a complete review of ************** claim was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODS position remains unchanged. By selecting the area of placement, ************ acknowledged the risks associated, waives, and hold PODS harmless from any damage that *** occur during both the placement & retrieval process. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.Initial Complaint
Date:11/10/2022
Type: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 an account with PODS Moving and Storage (PODS Enterprises LLC) #********* I rented two 16' storage containers 111455BX and 92927BX that have been stored at there warehouse at *******************************************************************************. I called to have them delivered to my new address located at ****************************************************************. They were both delivered to my new address on 10-28-22. They quoted me the price of $159 per container to deliver the PODS and to pick them up. They were supposed to pick up the empty containers on 10-29-22 but they only picked up one so I called them to find out why and they finally picked up the second container on 10-31-22. They billed me $318.00 on 10-31-22 and they billed me again on 11-02-22 $318.95. I have contacted this company several times literally and they still are not refunding me the $318.95 for the second charge. I talked to the company again yesterday and they were trying to tell me that they will only refund $159. This overcharge has put me in a serious position financially as that money was supposed to be used to pay rent.Business Response
Date: 11/19/2022
I am in receipt of your correspondence concerning PODS customer *************************. Account Review confirms that on November 11th,2022, a refund was issued of $318.95 back to the primary card on file. *************** may expect to receive the refund within **** business days from the issuing date.
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.Initial Complaint
Date:11/10/2022
Type: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.
10/25/2022 Order ******* for my POD to be delivered was requested by me on the phone. Date promised 11/07/2022 total to be billed ******. I was promised I would not need to pay anymore than ****** since the first date available was November and I wasconcerned about paying storage for November. My home is 41 miles from POD LOC in Grove City so I was under the 50 miles move and had selected prompt 1 has directed. I gave my new phone number my new email address and my address for delivery of POD. I checky email for my window the evening before no email. Sent a email from my pod account asking to be contacted. 10:30am I call PODs. No delivery is set up ,sent a email to old email. Then it's explained I will need to pay ****** for delivery on Nov 14 becausse it's round trip for them 81 miles and Dayton is closest hub which you must drive pass by my town to get to I'm 4 miles off 70. Now they have already received automatic payment for November ****** dollars that I was not to pay. Acct#********* report filed#******* ,they only respond by email 48 to 72 hours . Have not received a email reply yet. I set up new delivery. The next morning at 9:10 am they call for Delivery fee ****** Wich is declined due to the fact they already took ****** instead of ****** as promised. I say ok I transfer money. ****** is now what I'm paying instead of ****** . Not ok. I call back to cancel the delivery I'm told there is a lock ony account...I'm transferd to a specialist who says they just have to click a button and tells me my payment for November storage isn't showing?? NOW ALL MY TRUST IS GONE..I cancel the delivery. I want some resolution before giving all this money. She cancelled the delivery. At 2:30 same day Nov 8th a collector from PODS calls wants 255.#@ when I ask why she is unable to tell me why and says she will have to call me back. Nov 9th several attempts made for the 255 that I never received explanation for or return call. Me and my family our sleeping on the floor.Business Response
Date: 11/14/2022
I am in receipt of your correspondence concerning PODS customer, *************************************************** On November 14th, 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: 11/14/2022
Complaint: 18383863
I am rejecting this response because: Nothing has been resolved. My personal belongings have not been delivered as promised on October 25th for ****** on a recorded phone line They promised delivery on November 7th 2022. No action as been taken to address the issue at all. I would expect a call to set up delivery at the price given to me on October 25 th. With no charge for November storage as promised since the first date available for delivery wasn't until November 7th Again all the needed information is in the recorded phone call on October 25 the 6:17 pm ET. The response states nothing about a resolution. Nothing about the next steps to complete the delivery. We are still sleeping on the floor after paying monthly to store our personal items,at a high price.
Sincerely,
*********************************Business Response
Date: 11/17/2022
******************* has been advised our review is completed and we are currently working on a resolution offer to her claim in the hopes that the matter may be able to be resolved amicably.Customer Answer
Date: 11/18/2022
Complaint: 18383863
I am rejecting this response because:
Sincerely,
*********************************Customer Answer
Date: 11/21/2022
Complaint: 18383863
I am rejecting this response because:I still have no resolution,no contact from PODS on a resolution or even a contract on the next steps? Should I contact THE **** ATTORNEY GENERALS OFFICE. Remember I'm sleeping on the floor they have my home items at there storage facility.
Sincerely,
*********************************Business Response
Date: 11/22/2022
On November 21st, 2022, our PODS advocate spoke with ******************** and provided a resolution offer in regards to the pricing dispute claim which allowed the scheduling that needed to be done on the order for ******************** to receive the container at her requested destination. We also continue to work with ******************** in regards to other aspects of her claim.Customer Answer
Date: 11/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is definitely a good resolution . Once PODS completes verbal and written promise made to me and the delivery of my home items is completed ,I will be satisfied as a customer and my trust will be restored.
Sincerely,
*********************************Initial Complaint
Date:11/09/2022
Type: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.
My husband **** and I contacted PODS ***** number to schedule our moving storage pod in August 2021. The pod was delivered to Freehold ** on August 26th 2021. We contracted the unit would be stored at the indoor facility. The storage center is located at :*********** *****************************************************. We were told it was in a climate controlled environment and safe from the elements etc. The unit remained there for 14 months. We had scheduled a return delivery to our new location in ********* ** on October 8th 2022. Upon delivery we noticed the pod was covered with a thick chalky grey matter. When we opened the pod it was clear that the thick grey chalky Substance had penetrated the pod and was on all the items and valuables inside. It was very upsetting. We didnt know what the substance was, it was very chalky and had an odor. The already big job of unloading the pod became much more intense. We had to thoroughly clean every single item and box. We tried to beat out the mattress and rugs . The substance even went into the drawers of the furniture. What should have taken a day to unload took 3 . We are seeking some sort of reimbursement. The company clearly did not hold up there end of the contract. Either it was not stored where they said inside or there was some sort of fire / event that happened inside storage facility causing this . We Have used other storage companies in the past and this was not normal dust from storage, this was something else. We paid upwards of 6k and our personal belongings /valuables were in horrible condition. We took much care putting our belongings into the container and it was not returned in the same manner. We reached out multiple times with little response. We sent pics to them as requested. Im hoping you may be able to help. The company has a very poor rating . I tried to also contact my credit card company to dispute the charges. Customer # ********* order # ******* Container # *****BY Thanks *** and ****Business Response
Date: 11/18/2022
We are in receipt of the correspondence concerning PODS customer, *******************. On October 12th, 2022, initial contact was made with **************** to request for pictures to be submitted. An investigation is currently ongoing and we continue to speak with her husband ******************** to request for additional documentation to be provided for further review.Should **************** or ******************** wish to discuss further, they may reach out to the individual representative assigned.
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 Enterprise, LLC prides itself of its quality customer service and we regret that **************** feels she experienced anything less. We sincerely apologize for any instance where an individual is not completely satisfied with a PODS experience. When notified of less than satisfactory experience, we endeavor to review the processes that gave rise to the feedback and take appropriate measures to address their comments.Customer Answer
Date: 11/21/2022
Complaint: 18357157
I am rejecting this response because:My husband and I are glad to see a forward motion with the Pods company finally responding to the numerous attempts to have our complaint heard. We have yet to find an acceptable solution . Upon our pod delivery we spent multiple days cleaning and sanitizing our valuables and personal items. Of course just getting a response is the first step. We have supplied the information and supporting pictures as requested. We have been told it is under investigation. We are patiently awaiting a final decision on the case. We are hopeful we can find a resolution we are all satisfied with.
Sincerely,
**********************;
*******************Business Response
Date: 11/28/2022
We are in receipt of the additional correspondence concerning PODS customer, *******************. An investigation is currently ongoing and we continue to request for additional documentation to be provided for further review. On November 15th, 2022, PODS Executive Resolution Specialist spoke to ******************** in further attempts to gain traction to the requested images. Should **************** or ******************** wish to discuss further,they may reach out to the individual representative assigned.Customer Answer
Date: 11/30/2022
Complaint: 18357157
I am rejecting this response because:My husband and I have been attempting to correspond with ****** the PODS associate assigned to handle our complaint. On 11/16 we sent ****** an email containing the information they requested. We would correspond back using the same email thread ****** sent. . After getting no response from PODS after a week we called and found out that this email was incorrect and does not work . We resent requested information using the correct email address. We are currently waiting for a final resolution to our complaint.
Below is a copy of original email:
SEE THE BELOW EMAIL I SENT ON 11/16 -NOW I'M SENDING A 2ND TIME
THE PICS ARE ATTACHED. THIS NEEDS TO GET RESOLVED ALREADY
-----Original Message-----
From: ************************* <*****************>
To: *****************************<*****************************>; ******************<******************>
Sent: Wed, Nov 16, 2022 8:29 am
Subject: Re: CTS-******** 10/8/2022
Good morning ******,
All pics attached showing random items covered (Pics labelled: 1 thru 24) and the (Pics labelled: A, B and C) showing how clean the *** was the time it got picked up from our old residence at *******************. Thought we had more pics but as I recall now we were so disgusted and distraught about what we found we just started unloading and wiping things down at this point while wearing masks, not knowing what we are breathing in. I have to say these pictures really can't capture the true amount of soot, dust and strange power that covered everything exposed due to dust's color blending into to color of our personal items. But I assure you even the items underneath, where ever there was an air pocket or crevice the thick dust covered. What you don't see (unfortunately no pic) are 2 mattresses that were stacked at the back wall of the ***, which the top portion of each were totally covered as well. Again totally unacceptable as we keep questioning where this *** was stored and for how long in such a filthy place. For the amount of money we paid and the time alone to wipe, clean and sanitize our personal belongings we feel PODS did NOT hold up to there part of the bargain. Hopefully we hear from you soon on our settlement and compensation.
Thanks **** & ***
Sincerely,
*******************Initial Complaint
Date:11/09/2022
Type: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.
Hello,I hired PODS company to move my stuff from ** to **. The container's original drop-off date in ** was 5/16/2022, and the pick-up date in ** was 5/20/2022. The amount I was supposed to pay was $5096.02. The container was not delivered on the agreed date and the issue started growing. The container was dropped off on my driveway later on 5/20/2022. After that, their workflow automation system lost my job record. The container was not picked up on 6/10/2022. I've spent a total of 6 hours on the phone with their support team. After one month from the originally scheduled date, on 06/20/2022, the container had been finally picked up and delivered to the ** destination on 6/30/2022.My Amex credit card on the account was on auto-pay. They charged my card wrongfully for the additional renting period while the container was in limbo on my driveway by their mistakes plus some other unknown extra charges were applied. I have asked for a refund of 20% on the entire initial invoice and unfair charges for extra rent of the container. The person ************************* who I was communicating stopped answering me. I did not have another choice but dispute PODS transaction with Amex. All PODS transactions were refunded by Amex. Now their collector agent demands payment for the full price of $5,603.20 and threatens to send the debt to 3rd party collectors.For the resolution, I propose PODS accept the payment of $4,076.82 and sent me an apology letter in the mail. In my vision, this is a fair amount for the poor quality of services they provided to me. PODS advertised a service that they could not provide. They unfairly charged my credit card. I spent an enormous amount of time and emotions trying to resolve the issue and find the right people.Please find in the attachments all invoices, two emails I had with PODS representative ************************* *************************************** and PODS payment demand emailed to me by PODS collector *******************************(************************************ ************)Business Response
Date: 11/14/2022
I am in receipt of your correspondence from ***************************** concerning our PODS customer. On November 14th, 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.BBB Business Profiles may not be reproduced for sales or promotional purposes.
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