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

  1209 W Market St Smithfield, NC 27577-3338

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

  3705 62nd Ave N Pinellas Park, FL 33781-6001

  
• 

  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  

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:10/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nov. 2021 to present. We have paid storage fees totaling $4,173.28 to PODS moving and storage. PODS asserts on their website that they will move the storage container containing our goods to our new home anywhere in the country. They now say they will only deliver our possessions to their storage facility in Manchester, NH, 70 miles from our home in Enfield, NH. We have called them several times and each time they say they will not deliver to our home despite the website's claim to do so. "We'll deliver your container to your new home." Elsewhere the website states: "We'll take care of driving your portable container to your new home whether you're moving across town or across country." Please see their website www.pods.com and please see attached below 6 images from their site supporting our contention. Our account # ********* We are simply asking that they honor those statements and deliver our container to our new home. We stored our goods with them based entirely on their promise to deliver them. Thank you for your assistance.

  

  Business Response

  Date: 11/08/2022

  I am in receipt of your correspondence concerning PODS
  customer Ginger ********.   On November 8th, 2022, contact to discuss
  the issue was initiated with Ms. ******** in order to address her concerns and
  work on a resolution.  In the meantime, she has been advised to contact her specialist
  directly with any questions or concerns should they arise. 

  Customer Answer

  Date: 11/10/2022

  
  
  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:10/27/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Exactly 11 days before PODS was supposed to deliver my ***, PODS called requesting additional funds and reneging on their statements that that *** could be placed in my apartment complex garage. Both the price and the location were explicitly discussed when I called months previously to set up services. Because the *** would have to be placed up the street, the additional cost for movers to haul all of my belongings up the street also increased. Additionally, PODS could no longer guarantee that the *** could be delivered to my garage in ****. They wouldn't be able to determine that until **** days before delivery apparently. So additional fees and movers costs could also apply to the delivery. Based on PODS' initial communications, I had carefully budgeted the move at $3100. After PODS reneged, the cost jumped to $4000-$5000. I could no longer afford to move anything to **** and had to give all of my possession to charity. I also lost out on deposits with the movers. PODS should be required to be upfront about *** placement and cost. This should not be left until **** days before delivery as the additional fees are essentially extortion at that point. Additionally, PODS should be required to provide compensation for at least some portion of the property that I could no longer afford to bring with me and for the lost deposits with movers. At a minimum, PODS should be penalized $2000.

  

  Business Response

  Date: 11/08/2022

  I am in receipt of your correspondence concerning PODS customer ****************************   On November 8th, 2022, contact to discuss the issue was initiated with ************** in order to address her concerns and work on a resolution.  In the meantime, she has been advised to contact her specialist directly with any questions or concerns should they arise. 

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18247480
  
  I am rejecting this response because:

  PODS did not actually initiate a discussion or attempt a resolution yet.  Rather, PODS stated that they would be reaching out in the future to discuss a resolution.  Absolutely no resolution has been offered as of this moment.

  We are sorry to hear that your recent experience with PODS has not provided the level of service we strive to meet.  Thank you for allowing us the opportunity to work with you towards a resolution.  Here is the email copied and pasted:
  
  My name is *******, your Executive Resolution Specialist and I will be your contact for facilitating the resolution of your concern documented through incident 2398477.
  
  As an Executive Resolution Specialist, customer service is my top priority.  At PODS, we feel that open communication and a transparent process are critical for providing you with a positive resolution experience.  Below are the steps we will take in order to resolve your concern as quickly as possible:
  
    1.       Gathering Information Though your incident does advise of the issue that gave rise to your complaint, please reply with a brief summary of your concerns, your desired resolution, and/or any inquired documentation or receipts that you would like to include in the review.  This will ensure that there were no disconnects in the information conveyed.  If this is not received, we will proceed based on the information at hand. 
  
  2.       Research the concerns discussed Based on all of the information gathered through the above steps, I will review any additional documentation and account information that affected your overall experience or concern.
  
  3.       Resolution - I will contact you to discuss the final findings and a suggested resolution as soon as possible.  We will work to resolve your concerns as soon as possible, however keep in mind that the timeline may vary based on the specifics of your experience.
  
  Should you need to reach me, please feel free to contact me via email or my direct extension. If you would like to speak via phone, there is a possibility you may reach my voicemail; therefore I ask that you please reference the report number and follow up via email with a timeframe that works best for contact. I will then attempt to schedule a callback based off my calendar availability so we may move forward as needed.
  
  Please keep in mind my hours in the office are Monday through Friday, 11:30am 8:00pm EST and all of my contact information may be found below.
  
  I look forward to working with you. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/02/2022

  I am in receipt of your correspondence concerning PODS customer ****************************  The account review has since been completed and confirms ************** was transferred to an automatic disclosure line that advises of the placement needed to place a PODS container.************** cancelled the order after PODS provided the alternative option of obtaining a permit for placement. Furthermore, no charges were assessed for the order in question; therefore, we will not be providing any compensation regarding the matter.

  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 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:10/26/2022

  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 hired PODS to help transport our items, as we were moving from ********** to *******. After providing our information, they confirmed our container would take **** business days to be delivered after it was picked up. On October 5th, PODS dropped off a storage container at our property address located in ****************. On October 19th, they arrived 7 hours earlier to pick up the storage container than they had previously stated. After landing in ******* and not hearing about our delivery for a few days, we called them and found out our *** was in a storage warehouse still in *******! Apparently, no one notified ** that we needed to fill out a rental lease agreement before the *** was picked up. As a result, we were in ******* without all of our belongings and closing on a new house in a matter of days. My wife called the phone number listed on their site and was basically told 'Oh well, we'll ship it down when we can' by a few customer service representatives before speaking to a manager - who after saying they would email logistics and touch base with my wife later that day after hearing back from them - did neither, as when my wife called again after not hearing for a few hours, PODS found no record of logistics being contacted regarding our situation. And to make matters worse, when my wife spoke with a floor manager and explained how our 4 and 3 year old did not have beds to sleep on and would have to sleep on the floor and asked would they react in our situation, the floor manager responded 'I think it would be funny' and then hung up. Naturally, this was very upsetting and not the kind of customer service we would come to expect, especially when PODS made an error on their end in not informing us of the rental lease agreement form that needed to be signed (which was confirmed by a manager after reviewing our back and forth correspondence). We're stuck in another state with the storage container containing our belongings **** miles away.

  

  Business Response

  Date: 10/31/2022

  I am in receipt of your correspondence from ********************* concerning our PODS customer. On October 31st, 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: 11/06/2022

   
  Complaint: 18319427
  
  I am rejecting this response because it does nothing to rectify the situation. We still have not received our storage container with all of our belongings in it and also made a payment of $6k to them, as they stated our container would not be picked up until they received those funds. Additionally, we have had to spend thousands of dollars to buy things for our house that are located in the storage container in order to start living in it due to the fact we have a 5 and 3 year old. This whole situation has been extremely stressful and it seems like PODS is not handling it seriously.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/09/2022

  Our PODS advocate had been in communication with **************** gathering additional information for the review which has now been completed.   **************** has been made aware of the review findings and that we are currently working on a resolution offer that we may be able to present as a goodwill gesture.
  

  Customer Answer

  Date: 11/13/2022

   
  Complaint: 18319427
  
  I am rejecting this response because PODS is stating a delivery address was never entered into their system. This is simply not true as my wife specifically asked me for the address of our new home while booking the *** to be dropped off at our property. Additionally, they are approving a $400 credit, which does not come close to the amount of money we had to spend on items while waiting for our *** to be delivered. PODS needs to provide more transpency in either the transcripts of the phone call or a recording of the initial booking my wife setup. I'm positive a delivery address was given to them. Finally, PODS has not offered an apology to my wife specifically for the rude comment made by their employee in regards to thinking it was funny that our kids were sleeping on the floor.

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

  

  Business Response

  Date: 11/15/2022

  We extend our apologies again to **************** and our PODS customer for their experience.   We have also presented a revised goodwill settlement offer in the hopes that the matter may be able to be resolved amicably. 

  Customer Answer

  Date: 11/19/2022

   
  Complaint: 18319427
  
  I am rejecting this response because I will be speaking with a representative next week.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/26/2022

  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.

  Pods supposed to Redeliver on Aug/29 But They didn't and called **************** and they said my ********************** container still in ** which where i moved from and Picked up Aug/10 from old address. Found they forgot to move to my new address. My family, We had to sleep on the floor for 2 weeks and bought new kitchen stuff because Pods kept delayed and had everything on Pods. Called **************** several time about Redelivery issues and did not help. They said will Redeliver on Sep/6 But They Redelivered on September 8th and Picked up on Sep/12. I checked my bank account and Pods charged another month (Sep - Oct) of Storage fee $303.22 without any notice. Pods Charged on their delayed. So Pods has been opened for Shipping dispute and My Specialist ****** took ownership of dispute on Sep/8. i have sent email to her several times and have not hear from her since September. Pods has had a dispute open for over a month since September 8th. Pods 've had more than enough time to make this situation right. I have a order confirmation Document. I want my refund and resolve My Dispute.

  

  Business Response

  Date: 11/08/2022

  I am in receipt of your correspondence concerning PODS customer ************************ Due to the delay in handling, the initial complaint has been reassigned to an Executive Specialist.  On November 8th, 2022,confirmation of reassignment was sent to **************** along with the direct contact details for his newly assigned Advocate. At this time, he has been advised to forward all details and documentation over so we may proceed with expediting the review accordingly.  

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18317881
  
  I am rejecting this response because:
  it's been over a week since I got email from Specialist that said she is reviewing my Dispute. after that still no resolution or answer. They are still taking too long. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/30/2022

  I am in receipt of your correspondence concerning PODS customer ************************  On November 30th, 2022, follow up was sent to **************** to confirm PODS is still awaiting the documentation previously requested to substantiate the request for compensation. At this time, he has been advised to forward all details and documentation over so we may proceed with expediting the review accordingly. 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18317881
  
  I am rejecting this response because:

  Pods supposed to Redeliver on Aug/29 But They didn't and called **************** and they said my ********************** container still in ** which where i moved from and Picked up Aug/10 from old address. Found they forgot to move to my new address. My family, We had to sleep on the floor for 2 weeks and bought new kitchen stuff because Pods kept delayed and had everything on Pods. Called **************** several time about Redelivery issues and did not help. They said will Redeliver on Sep/6 But They Redelivered on September 8th and Picked up on Sep/12. I checked my bank account and Pods charged another month (Sep - Oct) of Storage fee $303.22 without any notice. Pods Charged on their delayed. So Pods has been opened for Shipping dispute and My Specialist ****** took ownership of dispute on Sep/8. i have sent email to her several times and have not hear from her since September. Pods has had a dispute open for over few month since September 8th. After that I got email from other Specialist that *********************** is no longer has my case and has moved to Excutive Resolution Specialist *************************. I have not hear from her since 11/30. It's ******** She requested the documentation to support the claim of out of pocket expenses. So I sent her Documents and Pods Documents showed pods charged another month $303.22. Pods 've had more than enough time to make this situation right. I have a order confirmation Document. I want my refund and resolve My Dispute!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/02/2023

  I am in receipt of your correspondence concerning PODS Enterprises, Inc.customer, ***********************. A complete review of his account was completed, and it was confirmed that the reschedule in question was caused by a delay in the acceptance of **************** rental agreement. Therefore, PODS Enterprises, LLC will not be providing any compensation for the matter as no error was found on our behalf.  
  
  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 he feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Inc.considers this matter closed.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18317881
  
  I am rejecting this response because: I have been emailed Specialist last few months for issues and I even sent documents but She stopped answered me back. All I'm asking is refund double charges $303.22 (9/6-10/5). Pods Charged another month of rent $303.22. Pod Redelivered Early September 2022. But Charged Another month until October. I will be appreciated if Pods refund this charges. I attached documents. I hope resolve this issue. Thank you
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/27/2023

  Per our previous response on February 2nd,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,PODS Enterprises, LLCs position remains unchanged.  We confirmed that the rescheduling in question was caused by a delay in the acceptance of *************** rental agreement.   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. 

  

  Business Response

  Date: 03/15/2023

  "PODS is a month-to-month rental that is applicable whether a container is in the storage center, in transit, or on the customers property.   PODS does not prorate as per our rental agreement which **************** accepted on August 24^th, 2022.    The billing cycle for **************** container was on September 6^th, 2022 and the container was not retrieved empty until September 12^th, 2022.    In the spirit of goodwill, we have made arrangements for **************** to receive a   monthly rental credit refund. "
  

  
  

• Initial Complaint

  Date:10/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our move with PODS from ***** to ******* was initiated at the end of September, and the *** was dropped off to be loaded at the beginning of October. Drop off and loading, pick up all went smoothly. We didn't have a definitive delivery date on the other side as we were waiting to close on a new build, but we did tell them it would be at the end of October I just didn't have an exact date. We closed on our house and went to schedule PODS to deliver our container, and they have no available dates for 21 days. This is completely unacceptable, we were not told that the facility in ******* was backed up this badly when we booked the move, but other reviews tell me this is not a new situation. They are refusing to accommodate us or offer a sooner date, which is forcing us *************** another moving company to unload the pod at the storage facility and transport it to our new house as we have no furniture, dishes or clothing. This is going to be a increased cost which was not budgeted for and I would like PODS to compensate us financially for this expense and inconvenience. This is adding a lot of stress and time to our move, delaying other services that we had set up and increasing costs for us. We could have gone with a different company and would have if we had been informed about the delays on the delivery side, we trusted PODS and they have failed to complete our move in any sort of timely manner

  

  Business Response

  Date: 10/31/2022

  I am in receipt of your correspondence from *************************** concerning our PODS customer.   One of our ********************** advocates worked with our PODS customer to resolve the matter amicably.
  
  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: 10/31/2022

   
  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:10/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first ordered a pod to move back to ******* in August 2022. I had to extend it due to the sale of my personal residence. The pod was delivered on 10/22/2022 by driver ****. He tried to call and left a message when he would arrive. I missed the call as I had my phone set to silence unknown callers. I tried calling him back but he did not answer. I saw him turning into my condo complex and waited, then thought perhaps he couldnt find my unit. I walked around to the other side of the building and he was unloading it in a spot. I quickly told him that it needed to be in front of my unit and he became very rude. He made a phone call and loaded it back up and I walked him around to where it needed to be. I also had ordered a bundle of 12 blankets which were not in the pod. He offloaded it between two parking spaces and I tried to guide him but he ignored me and was rude to a neighbor trying to get out to go to work. Ive called and called and used the website to schedule delivery to my new condo in ************ *******. I tried on the website to schedule it for 11/5/22 as that date was open and the site was showing delivery 11/22/22. I did it three or four times but your website is horrible. I am disabled, 64 years old and moving for my health. I just got off the phone with ******* and the earliest it can get there now is 11/16/22. I am leaving ******** 10/30/22 to drive back to ******* and I cannot wait that long for my belongings. I have two 14 year old cairn terriers and we absolutely need our belongings sooner. Each time I use the website something is wrong. Each thing I call I get a different story. I tried to find out when it will be picked up tomorrow 10/27/22 and she said I had to wait until tonight and check the website. Please help me get the pod to my destination earlier than 11/16/22. All my furniture and everything I own is basically in it. I cant wait as my new condo has no furniture or anything and I would have to purchase some furniture.

  

  Business Response

  Date: 10/31/2022

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

   
  Complaint: 18317183
  
  I am rejecting this response because:
  Not acceptable. Ive been traveling for two days in my car with my 14 year old dogs and will hopefully get to ************ ******* tomorrow sometime. I was told on the phone that my ************ were to wait, or rent a moving truck and hopefully with help from some friends, drive approximately 90 miles round trip, off load the pod and then expect my friends to help me unload a moving truck into my new condo. They also had me schedule a pick up date from my new condo because things were filling up fast . The 5th of November was open but I couldnt get the website to work. Again no matter who I talk to in customer service is not in the US and I was told after asking for a supervisor that no one was available. There has to be a way this company can accommodate me and have my pod at my new place before the 16th of November. Im now going to try and rest as a disabled American citizen this drive has been extremely difficult and stressful. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/07/2022

  Our PODS advocate has attempted to reach out to ************ again as a follow up to her claim to obtain additional information.   We currently await *********** response. 

  Customer Answer

  Date: 11/07/2022

  I rejected the response earlier but it must not have gone through. ***** standard answer to everything. At this point I have hired someone to go to ****** and unload my pod and bring it to my home. I have to rent a Uhal so this is going to cost me more money which is unacceptable, but I have no choice as I am disabled, been sleeping on an air mattress and have a couple chairs. I will never use pods again or recommend them. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/17/2022

  Our PODS advocate spoke with ************ on November 8th,2022 to get further clarification in regards to her scheduling concerns. ************ was not able to finish the conversation and the review is on-going.  We request the case be re-opened as we still continue to work with ************ in the hopes of an amicably resolution. 

  Customer Answer

  Date: 11/18/2022

   
  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,
  
  *********************

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18317183

  THIS RESPONSE WAS TAKEN VERBALLY BY BBB:
  
  I am rejecting this response because:

  The business did reach out and are now working with me in the hopes of resolving my concerns but nothing has actually been resolved yet so I am not willing to close my BBB complaint at this time. I am hoping Pods will resolve this soon.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/22/2022

  Our PODS advocate spoke with ************ on November 8th, 2022 to get further clarification in regards to her scheduling concerns.  ************ was not able to finish the conversation.  On November 17th, 2022, our PODS advocate was able to speak with ************ again who shared her concerns about the scheduling availability on our website and interaction with PODS personnel.      On November 18th, 2022, ************ was advised that we were able to provide an additional discount on her move resulting in a credit refund as a customer satisfaction resolution. 

  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 somewhat satisfactory to me. I was still overcharged for a months rental and didnt have the container that long. But Im tired of dealing with all this. The credit was barely enough to cover additional fees but ******************************* did what she said she would try to do. I still will not ever use Pods again nor will I recommend them. Please close this complaint and notify ****************** 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/26/2022

  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.

  1. They promised to drop off and pick up the *** on the same day.2. After making payment in full, I tried to confirm my day of drop off. They told me then that they made a mistake and were willing to compensate me for the mistake. 3. On the day of drop off, the driver refused to deliver my *** because the loading doc for the condo I was living in was inside the building. The customer sales department never disclosed this to me because they were eager to get a sale.4. I hired worker to load all my condo items to the loading doc at an economic loss to myself. I had to get a Uhaul truck and rehire the workers to load up the truck and deliver it to the ******* *** facility costing me more money.5. When I got to the facility, it took my wife and I over 45 minutes to find a worker to tell us which *** was ours to load up.6. I was in correspondence with customer service and sent them over two dozen emails. Virtually no response to resolve my complaint. They never compensated me up to this point as promised. My goods are expected to be delivered October 28th.I am very disappointed that PODS lacks even the basics of customer service. They make false promises and do not keep to their commitment. I still want to be compensated for their mistake.******************* ************ Customer ID *** #*********

  

  Business Response

  Date: 11/07/2022

  I am in receipt of your correspondence concerning PODS customer ********************   Account review confirms that on October 31st,2022 the assigned specialist working with ************** processed his refund accordingly. As such, it has been confirmed his concerns were resolved amicably with the reimbursement provided.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ***************** have endured.   PODS Enterprises,LLC prides itself on its quality customer service and we regret that he experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/24/21 I contracted with them for $254.17. When they had a computer upgrade in December my monthly payments changed to $350.79. In March after one of many complaints the payments went up again to $425.43! I have called customer service at least 8 times since March. Several incident reports were filed with them with absolutely no response or resolution. *** emailed and left messages for a resolution specialist, ***********************, whom I was told was modifying my account. She has never responded to the 3 emails or voicemails left. Last contact I made was with a collection specialist, *****, who assured me it was going to go to his manager for priority resolution since I informed him that I was moving on November 15 and need my property back. That was two weeks ago and I have not heard from anyone.It should be simple to calculate the over billed amount and issue a credit. Now, ten months later they still completely ignore my complaints with not one call back, no emails and no sign of doing anything! So far they have over billed me at least $1,606 best I can figure out since collections has locked me out of my online account and they dont send paper statements. They have threatened to auction off my units.

  

  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 her concerns and work on a resolution.  At this time, she has been advised to follow up with her specialist directly so we may assist and review accordingly. 

  Customer Answer

  Date: 11/09/2022

   
  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:10/26/2022

  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.

  WE USED PODS TO TRANSPORT TWO PODS FROM ************* . THE FIRST *** 8 FT WAS TO BE DELIVERED TO CHEVOIT, OH AND THE SECOND ONE TO ********, **. THEY WERE TO BE DELIVERED AROUND 9/12 AND A DAY APART. THEY MIXED UP THE CONTAINERS AND DELIVERED THE *** THAT WAS SUPPOSE TO GO TO ******** TO CHEVOIT AND THE THE 8 FT TO ********, **. WE CALLED AND TALKED TO SEVERAL PEOPLE SPENDING HOURS ON THE ****** WE WERE TOLD THEY WOULD TAKE CARE OF AND THEY DID NOT. THE COST WAS TO BE $4711.00 FOR BOTH CONTAINERS AND WE HAVE PAID NOW $7324.62. THEY FINALLY DELIVERED AND PICKED UP THE *** TO ****. THEY STILL HAVE NOT DELIVERED MY *** TO ********. THEY WANT AN ADDITIONAL $1000.00. THEY EXPECT ** TO PAY BECAUSE OF THEIR MISTAKE. THEY KEEP CHARGING STORAGE AND RENTAL FEES. I DONT THINK WE SHOULD BE PAYING FOR THEIR MISTAKE. EVERYTIME YOU CALL THEM THEY ADD MORE FEES AND DOES NO GOOD. I ALSO CALLED CORPORATE OFFICE AND THEY DON'T CALL YOU BACK EITHER.

  

  Business Response

  Date: 10/28/2022

  I am in receipt of your correspondence concerning PODS customer, ******************   On October 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.

• Initial Complaint

  Date:10/25/2022

  Type:Delivery 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.

  My Pod delivery was scheduled Aug 11/18 but was canceled by Pod on Aug 23 (email noting your cancellation is attached) because no long-distance trucker was assigned. They mentioned that would waive the monthly fees I have incurred once I signed a release releasing them from any and all claims, however, I still do not have my pod and they have not found a way in which I can receive my pod.

  

  Business Response

  Date: 11/07/2022

  I am in receipt of your correspondence concerning PODS customer *************************.   On October 26th, 2022, follow up was sent to ************** to confirm that the final documentation would be needed in order to credit the account as promised. As there is a past due balance present, we are unable to schedule the transit until the documentation is returned as advised. Upon receipt of the documentation, PODS will proceed with expediting the adjustments accordingly. In the meantime, she may reach her specialist directly with any further questions or concerns.    

  

  Business Response

  Date: 11/12/2022

  I am in receipt of your correspondence concerning PODS customer *************************. At this time, we have reached out to both agents referenced to attempt and obtain the completed release. We have escalated this matter to ******* supervisor requesting their assistance and response. We expect to receive their response within 48 business hours upon their return to office. 

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18311631
  
  I am rejecting this response because: I have yet to receive a call or message of any kind from my new advocate. The amount has yet to be removed even though I have signed the updated release  from Pods last week. The only way this issue can be resolved is if I receive a call from a fixer that can accept the signed release, remove the balance, schedule the new delivery, and speak with logistics to insure the Pod is delivered and no entity falls through. I am free to handle this today before 12pmEST and after 2:30pmEST. My number is **********. This issue will not be resolved until my pod is here at my house in **************. Any excuse like your recent response will continue to be rejected until I am done right by the company I have been a valued customer to for over a year. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/28/2022

  I am in receipt of your correspondence concerning PODS customer *************************. Account review confirms ****************** documentation was received, and she was then advised of the expedited credit processing that was completed on November 15th, 2022. Follow up sent to ************** on November 23rd, 2022, confirmed that should she look to continue with the transit of her container, she will need to complete the PODS rental agreement as a new order had to be created for the final services. Once she completes this as requested, she may then proceed with scheduling accordingly. Should she have any further questions, she may reach her Advocate directly. 

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18311631
  
  I am rejecting this response because:

  They are asking me to sign another rental agreement. Nothing has changed I already signed one in March of 2021 when I first received my pod. I should not have to sign a new rental agreement when they already accept it for the container I still have. They are trying to legal increase my monthly rate and protect themselves for going into my storage unit. I would like your help with reaching their legal department and requesting that the monthly rate stay the same and the request for another rental agreement approval be waived since my pod is the same pod the fact that they made a new order number for a pod I have had since March 2021 has nothing to do with me and is not something I am comfortable approving 

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

  

  Business Response

  Date: 12/23/2022

  I am in receipt of your correspondence concerning PODS customer *************************. Account review confirms ****************** rental agreement has been completed and no further action with the agreement is needed. When she is able to pay her transit fee in full, she may call PODS customer service to schedule her remaining services accordingly as our billing team will cancel the transit if the payment is declined. Should she have further questions, she may reach her advocate as previously advised.

  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 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.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18311631
  
  I am rejecting this response because: I have not been able to get a response from any customer advocacy associate. I would like to receive a call from them today to finalize what needs to be paid (the monthly fee went from ****** to 275 and no one has been able to explain why). ******** services told me Dec 16th the earliest delivery option would have been Jan 6th but then the put in Dec 28th and started trying to pay themselves on Christmas Eve. I asked them to charged me on the 30th and instead they canceled my travel date. How do I know they are actually picking a date they can actually do? How can I gain more clarity on the logistics process so my pod does not get cancelled? 

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

  Customer Answer

  Date: 01/06/2023

  **************, we are looking for an update to your complaint. Did Pods deliver to you on 1/6/23? Please respond back advising what is taking place at this time or if the issues have been resolved.

  Customer Answer

  Date: 01/07/2023

  I asked the following (see attached) after approving the rental agreement and writing to them stating it could not be backlogged, per my cousin/lawyers instructions. After receiving the attached information I was later contacted about paying ***** dollars on Christmas Eve. They are supposed to collect transit millage payment on the order 7 days before the assigned delivery date. If my assigned delivery date was 1.6 they shouldve charged me on Dec 30th. I did not have enough on Dec 23rd when they attempted to charge me. Now they want me to pay the monthly fee before they can give me a correct delivery date

  

  Business Response

  Date: 01/19/2023

  I am in receipt of your correspondence concerning PODS customer *************************. Account review confirms ****************** container is set to be delivered tomorrow, January 20th as her transit and applicable fees have been handled accordingly. Should she have any further questions, she may reach her advocate directly.  With receipt of this correspondence PODS Enterprises, LLC considers this matter closed.

  Customer Answer

  Date: 02/02/2023

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

  Please know that delivery was finally made and Pods was to pick up the empty unit the next day between 7-8 am. They called later in the day to say they would not get there till after 2pm but my complex already had it towed to a towing yard when they did arrive in the allotted time. I called and spoke to a Pods customer service person who agreed it was their fault and all was resolved but Pods billing department is trying to charge me. As far as I am concerned this is a done deal and I have removed my account from them.
  
  Sincerely,
  
  *************************