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

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

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:11/04/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acct #********* Order # *******: Ordered 3 empty PODS to be delivered in June of 2022. #1) They delivered 3 but only had 2 PODS listed on my account. So, when I called to schedule the move of all 3, they said, We see only 2. I gave them the container number & offered to send an actual photo of this *** in my possession. I needed it relocated. It had my furniture in it. I talked to several people through multiple phone calls. Finally, a customer service rep makes a phone call to the *** facility closest to ********* put an "off books" order in their system. Manual order to reflect on my account. Told me it would take a few days & then I could call back to schedule the move. More phone calls. No one could "see" this *** in their system. More phone calls. Finally, they pick up the *** and delivered it. (Had to enter it in their system with service dates showing 7/30-8/29/22 instead of 6/3-7/29). #2) They keep charging my card for rental fees for *** 8019B22 that I no longer have in my possession. *** 8019B22 and 143900BX were picked up empty from my possession on July 29, 2022. They charged, refunded, charged again, refunded, & have now charged me a rental fee for October and November for an address in ******** (for *** 8019B22). I am in *******. The off books ***, they picked up empty from my possession on 8/8. I've made multiple calls asking for a full audit of my account & have gotten nowhere. I even emailed them my own audit in a spreadsheet with details. I put in writing that I no longer give permission for them to use the card on file, & to unenroll this card from autopay - cant do it online, gotta call & specifically talk to someone in billing. For all 3 PODS, I should have been charged $3,348.03 but I was charged $4,381.85. I was overcharged by $1,033.82. I have filed a dispute with my bank for the last charge of $255.73 (which has cleared my account). I would like for PODS to stop charging my card and refund my money.

  

  Business Response

  Date: 11/09/2022

  I am in receipt of your correspondence concerning PODS customer, **************************  On November ***************, 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: 11/16/2022

   
  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. PODS has issued a refund to me in the amount of $1,022.92.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/04/2022

  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 rented a storage container from PODS Moving & Storage for about two years. After this time, I took delivery of it as I was moving to another city. It was delivered to my residence to be emptied out to prepare for our move out of the area. When the *** was opened, there was a mold and humidity smell. We started to to take out the different household goods and when we got to the bottom of the container, we discovered that some furniture and several rugs we had purchased in our travels and overseas work had been damaged by water. I immediately called PODS and filed a complaint. After a couple of weeks I was contacted by a representative of the claims department asking for more information. I provided this information and heard nothing for about a month. I started to call at the representative at the number provided in the email and the representative NEVER answer the more than ten calls I made. I also wrote an email and no response after almost two months of my original filing, I heard from the representative asking for more information. I send photos, videos and a list of the two chairs and eleven rugs that were damaged, filled with mold, stained black, and in some cases rotting away. The evidence sent also showed water stains on the internal side panels of the *** and there was dry mud all over the floor of the PODS. All evidence of water leaking into ***. Again four weeks went by. I wrote the representative asking for an update and the following day they wrote the claim was denied. They said I should have had insurance. That they were not liable. I wrote back and said I would like to speak with a supervisor and resolve this issue amicably without getting lawyers involved. The representative immediately wrote back and said that the representative was the last word on the matter. These were very expensive handmade rugs. One was even a Persian rug. Al irreplaceable. Shame on PODS for not caring about its customers and destroying my property.

  

  Business Response

  Date: 11/18/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *********************. Per our previous response on 11/04/2022, 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.  The claim was reviewed and confirmed no physical damage was found to the rented PODS brand container unit and no other cause for the loss was identified. The terms of our rental arrangement provide generally that ********************* assumes all risk of loss or damage to your contents however caused. This would include loss or damage from mold/ mildew or rising water. Also, our arrangement requires ********************* to protect against the risk of loss of their contents by insuring their contents. 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.
  
  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 of its quality customer service and I regret that ********************* feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18359997
  
  I am rejecting this response because putting legal language on your contract does not automatically do away with what is right and your duty.  Asking that I get insurance to cover the contents does not absolve you from making sure the PODS container is not in an area where there is a likelihood of the contents and the PODS being damaged.  How you can say that water stains and mud INSIDE the *** is not your fault, is beyond all comprehension.  Hiding behind your lawyers does not absolve you and it is not the way to run a business in the long-term.  Considering legal action seems to be the only language PODS speaks.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/04/2022

  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.

  I originally scheduled 1 POD to be delivered to my home in **. I decided I would add another POD to the order, so I called and had them add an additional POD. I thought all was well until I found out that they did not add a POD to my original order, they added a new order with 2 extra PODS. I had to call and get it fixed. Problem here is that they cancelled my original order (which I never asked them to) and when I was fixing their error of a new order, I was informed that pricing had changed drastically. I should not be on the hook for their error. I have called and spoken with no less than 5 customer service employees whom none of them can get me to any manager or supervisor to assist. That's just the start of my problems. I have another separate order that was "damaged" in transit and I was forced to go to the physical PODS location to only identify that the door did in fact open and now it's another delay. This POD was supposed to be delivered ***** and its already **** with no updates. I'm seeking help from BBB because I have called, emailed, and social media'd PODS and have zero response. I want money back for all of this headache and for them not providing the service I contracted with them. Happy to provide order numbers, dates and amounts for all transactions.

  

  Business Response

  Date: 11/07/2022

  I am in receipt of your correspondence concerning PODS customer, *******  ******.  On November 7th, 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:11/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a long distance move with pods moving and storage. I was never made aware that I would be charge for a full month of storage even if my items were only stored for a portion of the month.I spoke to a representative and they told me that they would open an investigation because it happens all the time and if I wasnt made aware that they would be able to credit me the difference. I called several times over the past 3 weeks, spent hours of time on the phone with them and was told by every representative that it was approved. This past week they were saying it was already credited on the 11th. It had not been credited back to my account. I finally get to a managers voicemail and they email me and say its denied after being told several times it was approved.I would like the refund processed to my card.

  

  Business Response

  Date: 11/12/2022

  I am in receipt of your correspondence concerning PODS customer ***********************. On November 7th, 2022, follow up was initiated to confirm we would be overriding the previous denial. Therefore, ****************** may expect to receive the refund within 5-7 business days back to the primary card on file.
  
  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:11/02/2022

  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.

  **** and ******************************* got a quote and agreement from Pods in May 2022 to move **** from *******, ****** to *************, ***.Picked up by city service in ******* - June 27, 2022 and be delivered by July 26th in ************* once address was confirmed.Intl / border papers were submitted to Pods June 10, 2022 by **** Driver from city serviced delivered and stayed with Pod until loaded June 27, 2022. Asked me when and where it needs to be delivered- which i told him by July 20th in San Francisco.Driver wrote on tag and attached to the lock on the pod the date.I called July 16th to confirm delivery address, only to be informed pod has not left *******- your service rep informed me that PODS had forgotten to send email to us to tell us to put pod in transit.- please confirm this conversation on July 16th as you say you tape all calls.Three calls later we were informed PODS didn't have all the paperwork- one piece was missing( The same paperwork you had since June 10 but no looked at?)If we had gotten the email to send the pod June 27th, we would have been able to solve the missing paperwork in a day or two!!!!( Instead we lost over 3 weeks of time due to PODS error)Therefore we would still have made the delivery date in July.As **** was on his way to **, it took a few days to get it.July 21 form was sent, email sent to **** late Friday July 22 after the office closed for the weekend to say he can schedule the delivery, resulting in further delays.Now i have spent over 20 hours on the phone with countless reps and not hearing from any supervisor witch i asked for 7 times to talk to.Pods charged us for storage and insurance - July 27- Aug 26th, and extra charge to a terminal in ** which was not in the quote and no compensation for PODS error.This delay resulting in **** starting a new job without his business clothes and no furniture for a month.All supporting documents are invoices and their own taped phone calls.

  

  Business Response

  Date: 11/07/2022

  I am in receipt of your correspondence concerning PODS customer,  ******************************** Our PODS ******* Services Team will be working with ************************ on a resolution in regards to his claim.  
  
  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: 11/08/2022

   
  Complaint: 18349554
  
  I am rejecting this response because: This just sounds like a nice corporate statement as no action to resolve this problem has happened since July 16th when it happened. They say they will call but i am still waiting to talk to anyone live about this problem for the last 4 months.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/09/2022

  *********************** accepted the customer satisfaction credit refund that was presented.  PODS considers that the matter has been resolved amicably.

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Multiple charges for their mistakes involving their inability to pick up a POD after being scheduled. Issues were on the companies side, and I should not be charged for their mistakes/ inability to pick up the ****

  

  Business Response

  Date: 11/12/2022

  I am in receipt of your correspondence concerning PODS customer ***************************. On November 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 contact her specialist directly with further details in order to proceed with review. 

• Initial Complaint

  Date:11/02/2022

  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.

  For close to a year and after many assurances by PODS that this would be handled, PODS is still erroneously billing me and has sent said bill to a collections agency.Upon speaking with a customer service rep on 11/2, Ive learned that my account has been locked and PODS can no longer see past detailsonly their collections agency can assist me. *** left that agency a message but have received no return call. It must be noted that **** in customer service was not able to connect me with a supervisor after more than an hour of hold time.

  

  Business Response

  Date: 11/04/2022

  I am in receipt of your correspondence concerning PODS customer, **********************   On November 4th, 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.

• Initial Complaint

  Date:11/01/2022

  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.

  We live in *********************., we hired a contractor to remodel our home. He rented a *** to store some of Our contractor rented a *** for our furniture during a remodel. ON July 26 the *** was removed from our driveway, prior to the date we were told it we be moved. It was locked with furniture inside that was damaged. We have called, left messages and sent emails to this company numerous times to rectify this situation. We would like payment in the amount of $16,432.72 to replace our loses. They will not even let us know if it is necessary to keep the damaged furniture for their inspection. Our main complaint is the lack of communication so that we could have taken care of this in a timely fashion. The local PODS manager was no help at all and the corporation is whom we are so dissatisfied with. They have told us they will call back or contact us many times but never do it. if you need more specifics I will be glad to supply them.

  

  Business Response

  Date: 11/28/2022

  I am in receipt of your correspondence concerning ***********************. We have received all the requested documentation in order to complete the review of her claim.****************** will be contacted by 12/2/2022, with final resolution of claim. 

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18326580
  
  I am rejecting this response because:  We have been out a lot of money replacing the furniture PODS destroyed.  We were told they would pay ** at the local PODS as well as by ******************* at the corporate level.  

  On Nov. 7, *** told me they would have a resolution at the end of that week.  I have heard nothing from her since then.  Looks like her resolution was to do nothing.

  Today I called and left a message with *** as well as her manager, ***********

  Please do not close this account as unresolved.  I need all the help I can get.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/12/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. The review of ******************* claim has been completed.  On 12/12/2022, the settlement offer was sent to ****************** via email as we were unable to discuss via phone call.We invite ****************** to contact us to discuss the issue further so that we may provide resolution. All contact information for the PODS Resolution Specialist assigned to the issue has been provided. 

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18326580
  I am rejecting this response because: The offer was for less than half the amount I had requested.  I Returned ***'s call the same day.  She did not answer my call & 
  I left a message I have not heard from her since then.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/29/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. A ********************** Advocacy Representative spoke with ****************** on 12/29/2022 and requested additional documentation. We have scheduled a follow up phone call with ****************** for 1/6/2022, to provide the additional findings of the review/settlement. 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18326580
  
  I am rejecting this response because:  It is not enough money they offered.  I countered a response with what I will accept.   They said they will let me know by tomorrow, 1-6-23.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/31/2022

  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.

  We were billed more than what was quoted, when contacted about issue we were told that they would look into it. Its been 3 -4 weeks since and havent heard back.

  

  Business Response

  Date: 11/03/2022

  I am in receipt of your correspondence concerning PODS customer, **************************   On November ***************, 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:10/31/2022

  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.

  I rent a pods storage unit delivered to my address. I had the unit picked they gave a price of ******. di not tell me there is a fee to pickup container. they only told me if i keep pass 30 days I would be charged another ******. now i am getting a collection notice for *****. for pickup. and then you couldn't pick up on time because you were over booked and the unit had to sit in yard another week extra.

  

  Business Response

  Date: 11/12/2022

  I am in receipt of your correspondence concerning PODS customer ***************************. As ********************** was unable to reach ******************** in July or August to attempt and collect the final balance, it was sent to a third-party collections for handling. As PODS no longer owns the balance, we are unable to assist with making any adjustments on the account as requested. ******************** will need to reach the third-party collector directly in an effort to settle.  
  
  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 closed.