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:10/19/2022

  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.

  *** was delivered on-time. It was moved to a new location as scheduled. Very friendly service.When the *** was opened to unpack it was discovered that many of the items were soaked and damaged. There was a puddle of water in one corner and mold and mildew covered the boxed linens and couches. Damages exceed $7,000.*****, loveseat, heirloom dining table, heirloom dresser, dresser, tables, linens, and other small items including childrens' stuffed animals and toys were destroyed or severely damaged. We documented all damage and submitted all evidence when we filed a claim on Aug 16th. As of writing this (Oct 19) we have been unable to get any update whatsoever. The specialist who was assigned our case will not respond to emails, voicemails, or to the many calls made via the customer service number. The manager of this agent was even emailed internally to urge a response.A second incident report was filed in hopes of getting a new specialist. No response yet, no help in sight. It's now been 2 full months and counting. Additional issue was PODS not coming to collect the *** for several weeks adding to the cost of rental.

  

  Business Response

  Date: 11/09/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. As of today, 11/9/22 ****************** was contacted via the email address connected to this complaint. We have been attempting to reach out to the primary PODS customer with no correspondence. We have requested ****************** to confirm her claim is related to **************. Once confirmed, we will move forward with the review process of what has been reported for *******************
  
  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 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. 

• Initial Complaint

  Date:10/19/2022

  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.

  On 01.24.22, I ordered at PODS for a move cross country from ******* to ********. Prior to securing the pod, I had been in touch via telephone with PODS requesting a quote and gathering information regarding the cross country move of the pod. At the time of the initial agreement with PODS, I didn't have an address to where I was moving. I was told several times on several different phone calls that it was not a problem that I didn't have an address to where the pod needed to be delivered. The pod would be transported and stored in their **********, ** location until I was ready for delivery, at which point I would then be billed for the ***********************. On 06.08.22, I called PODS to arrange delivery and was then told that my pod was still in ******* and wouldn't be transported until I paid the transport fee in full. Since this was not what I was told when reserving the pod, I filed a complaint (Case No. *******) asking for a discount in transport fees of $1500 since I would now be paying extra months in rental. I was told someone would be contacting me regarding the dispute. No one from PODS has made any attempts to contact me regarding my case. My last attempt at resolving the issue was on 08.25.22 when I sent an email stating that if I didn't hear back within 30 days I would be filing a complaint with the BBB. I am now following through, and since more time has passed and I have been billed for additional months for pod rental, I would like to modify that $1500 to an amount that reflects this. And I would like my pod delivered expeditiously.

  

  Business Response

  Date: 10/29/2022

  I am in receipt of your correspondence concerning PODS customer *********************************   On October 29th, 2022, contact to discuss the issue was initiated with ************** in order to address her concerns and review them accordingly.  At this time, we have advised her to contact the assigned Specialist directly with any further questions or concerns should they arise. 

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18238091
  
  I am rejecting this response because:

  I filed a complaint against PODS that was assigned Complaint No. 18238091.  The complaint was closed by the BBB because I was unable to answer in time whether the complaint had been handled by PODS because I was still waiting to hear from PODS.  As of this date, the issue is still not resolved as PODS is not answering my attempts to contact them.  They sent me the same e-mail that they sent the BBB about who had been assigned the case, but I have heard nothing since.  That was over a month ago.   I also tried to contact the representative today, and she was unavailable.  I would like to reopen the case.
  
  Sincerely,
  
  ********************************

  

  Business Response

  Date: 12/19/2022

  I am in receipt of your correspondence concerning PODS customer ********************************. Full review of **************** booking call on January 24th, 2022, confirmed no error when providing the payment schedule. On December 19th, 2022, the breakdown and specifics were sent to ************** to advise of the details and pricing schedule discussed. As a gesture of goodwill, the specialist assigned offered a discount for the future transit cost. Should she choose to accept, she may reach out to her specialist to advise.
  
  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.

  Customer Answer

  Date: 12/26/2022

   
  Complaint: 18238091
  
  I am rejecting this response because:  the business has failed to recognize that the issue is that misinformation was given to me about when my *** would be transported to my new location.  They are correct in stating that they explained the fees in terms of amounts.  However, what they did not disclose is that the *** would not be shipped until all fees were paid upfront.  Instead, I was told that the *** would be shipped to their holding station in my state and at that point I would pay for the final transport fees and have it delivered to my home.  PODS has offered a 10% discount, and while I appreciate the gesture, I expect a more generous discount considering that PODS' delivery of misinformation has caused a huge delay in me getting my items and I have been diligently paying rental fees on a *** for over six unnecessary months due to PODS' extensively slow response time to my initial complaint made months ago.  I feel that PODS should extend a discount of at least 50 percent of the final fees.  

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

• Initial Complaint

  Date:10/19/2022

  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.

  From the period of May 2022 until August 2022, I requested to have a POD redelivered to my home more than two times per month. Each time I contacted PODS and spent hours on the phone, I was assured that it had been scheduled. I continued to be charged the exorbitant monthly rental price, despite requesting the deliver for months. I requested that the monthly charges be refunded, assured they would be, and they never were. Upon the unit finally being delivered, I was charged a red livery fee, another monthly rental fee, and then a random $700 mileage fee. This POD was transported 80 miles. *** you telling me that it costs $10/mile PLUS a delivery fee to transport something 80 miles? I disputed one monthly rental charge and the redelivered fee with ***************** I got a call today from PODS that my balance charged back will be sent to a third party collections company. Now Ill be disputing every single monthly charge and the ridiculous $700 mileage fee with ***************** I would avoid this company at all costs. They cost me thousands of dollars and held my items for months on end with absolutely no recourse.

  

  Business Response

  Date: 10/24/2022

  I am in receipt of your correspondence concerning PODS customer, **********************  On October 21st, 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:10/19/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer #********* Order #******* Quote #********* Incident #******* Container #**A37 The business has not made an effort to resolve the problem. This has been going on for weeks. I am attempting to have my last PODS container delivered from **********, ** to ********, **. Every time I called to schedule the delivery, I have been told that I have no method of payment on file so my request could not be processed. But my credit card on file with them was charged the day before for monthly storage, and upon completing the call, they charged my card for $8, ******, although the last I quote I received was for $2,378.86. I did manage to get the charges reversed, after a very angry conversation. I was supposed to receive a call from a manager, but no one called me back. I am unable to access any information on their website. It has been updated and redesigned and it is unusable. This has been confirmed by the customer service people as well. They are also having major billing issues, apparently company wide. I just spoke with the local facility, and they confirmed that my PODS container is still sitting in **, although it was supposed to arrive in ***** today. They continue to charge me a monthly fee, though I cannot get my container delivered. I feel like they are holding my possessions hostage. I am not paying any more fees and will dispute any additional charges. I just want my container delivered. I want to be finished with this company once and for all. I cannot upload any supporting documents because I cannot access any documents. I hope you can help me resolve this issue. Thank you for your time.

  

  Business Response

  Date: 10/21/2022

  I am in receipt of your correspondence concerning PODS customer, ******************************  On October 21st,  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: 10/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I was contacted by the right person who was able to resolve my issue in a timely and efficient manner.  They have arranged to ship my PODS container to me at a reasonable price.  Thank you for assisting with this process.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/19/2022

  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 ordered the pod from their new location on **********************************************. *****, phone number **************. After 3 weeks, the house I was moving into ,the people didnt move out and my landlord let me stay here . I contacted pods before the next month would be due . Pods set a date to pick it up and now its the 4th date set and missed for pick up and they want to charge me another month . Its not my fault they didnt pick it up during the whole month of September. I should charge them for storage . They say I have the Pod ,The only reason its here is because the Pod business made appointments to pick up the pod and never did pick up the Pod. My landlord wants it off already. I told Pods and they seem to not care . Its like theyre storing it here empty and I have to pay for it . That isnt fair at all . Not right at all. Charging me ! Because they didnt pick it up . They even made the appointments to pick up and never showed up , so they can charge me another month , I have a feeling they will charge me again for another month . They threatened me with collections too. Please help. In my cameras on the property no one ever came and someone is always home .

  

  Business Response

  Date: 10/29/2022

  I am in receipt of your correspondence concerning PODS customer **********************************   On October 29th, 2022, contact to discuss the issue was initiated with ******************** in order to address her concerns and review them accordingly.  At this time, we have advised her to contact the assigned Specialist directly with any further questions or concerns should they arise. 

  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.
  They have picked up the pod and credited the account correctly , so I dont owe anything . Im happy . 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/18/2022

  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 had a pod scheduled for pick up on 10-4-22. I could not get it picked up before Hurricane Ian.Now all of my furniture and personal items have been ruined due to the pod flooding with water. My insurance company will not reimburse me for any of my loss. I would like to know what *************** is doing to help customers that suffered a loss due to Hurricane ***. At no time was I offered an option to purchase content insurance when I ordered my ***. Now I cannot get my *** picked up until 10-18-22. When I reached out to the corporate office their response was rude and insensitive. Not offering any form of assistance. They even had the nerve to tell me to make sure the *** was clean!

  

  Business Response

  Date: 10/25/2022

  RE:       *************************** (CID 164092406)
              Complaint ID#: ********
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***************************. ********************** review confirms per the confirmed order documents and the rental agreement that **************** accepted, which are available to her in her online PODS account, that no compensation is warranted. PODS did review ******************** claim and we do not see how PODS would be legally liable under these circumstances given that the area was subject to a natural disaster. Our suggestion remains that **************** should consider having your homeowners policy respond to your claim. We greatly appreciate ****************** feedback and apologize for any inconvenience she may have experienced. Should **************** wish to further discuss her claim she is encouraged to contact PODS directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  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 she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18244077
  
  I am rejecting this response because: once again the response from the company is unprofessional and down right offensive. If you read the repsonse email they are referring to me as ********************...... really! now they are insulting me. In addition to this email I received another disturbig email from Ms. ********************* with their corporate office, telling me, ( how I percieve the message)  in a threatening way. That by reaching out to you the, BBB, the outcome will not change. 

  I cannot believe the manner in which I have been treated by this company. In addition, I included in my first correspondendce to them that my insurance company has already deinied the claim. I called to try and get the *** picked up prioir to the Hurricane and their company was unable to accomodate my request. If they had picked up the *** as I requested, my belongings would not have been ruined. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/03/2022

  RE:       *************************** (CID 164092406)
              Complaint ID#: ********
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***************************. ********************** review confirms per our previous response on October 25th,2022, we would not be legally liable under these circumstances given that the area where **************** lives was subject to a natural disaster. We sincerely apologize for any clerical errors in the response for ****************. PODS position remains unchanged. We greatly appreciate ****************** feedback and apologize again for any inconvenience she may have experienced. Should **************** wish to further discuss her claim she is encouraged to contact PODS directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18244077
  
  I am rejecting this response because:  they still refuse to make any attempt to assist with my loss and refuse to take any responsibility in the loss of my personal belongings.  I do not want another correspondence from them.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/18/2022

  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.

  On 9/8 I spoke to sales associate that resolved the issues with my first pod. I was given a $300 credit,which was supposed to go to my next pod delivery. Instead I received a credit for my pod rent for September. During this conversation I was given the quote of $******, A week after I ordered access to my pod in *******, but had to cancel it and requested for my original quote. I had to get it reinstated, which the company did. When I called to order my pod I was transferred to multiple associates, that couldnt figure out how to order the pod at the $****** quote.The associate said he had to run it up to a higher department and Ill be hearing from someone, after 2 days I received an email that was an agreement but the cost wasnt on it, so I assumed it was for the ******, the next morning my account was charged $1,570.which included $300 refund.For 3 days I spoke to multiple associates that said they couldnt understand what was going on. I would have to speak to the associate from 9/8, which was documented on my file and nobody told me.So I called the bank notified them of the overpayment of $625 and to prevent pod from charging my card. On 10/17 I called to inquire if my pod was delivered and to have access. On 10/18, pod called me to tell me I owe $500. And I cant have access. I already paid a deposit to the moving company because I called 5 days in advance to have access. This is retaliation on my notifying the bank. I explained to the associate on 10/18 that the company overcharged me and took back the $300 credit. She didnt want to hear what I had to say, I asked her to read through my file and the issues that have been going on since 9/8,nothing. I emailed the previous associate from 9/8, of the overpayment and to get my money back,I got no response. I dont owe $500. I want my belongings and I just dont want to deal with this company anymore. The first pod I had issues and was overcharged $180 three times, yes I got my money refunded that time.

  

  Business Response

  Date: 10/29/2022

  I am in receipt of your correspondence concerning PODS customer **************************   On October 29th, 2022, contact to discuss the issue was initiated with **************** in order to address her concerns and review them accordingly.  At this time, we have requested she provide further clarification on her desired resolution along with any further details she may have to provide. She may reach her assigned Specialist directly with any further questions or concerns should they arise. 

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18243431
  
  I am rejecting this response because: I was contacted on October 19th by a resolution specialist, I responded to her email as asked. I contacted her by email numerous times, no answer. On October 29th, now a different specialist is handling my incident. *** waited over 2 weeks to get this resolved AND to get my belongings back. My belongings are special to me, I need my childrens beds and other belongings, my husbands things are in there and he has passed away. And now the next storage fee is approaching on November 6th. I feel like this is happening purposely and spitefully. Pods is not trying to give me my belongings. Over two weeks and now a second resolution specialist BUT i still dont have my stuff. The mover is also charging me an extra fee for canceling my appointment last month.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/09/2022

  I am in receipt of your correspondence concerning PODS customer **************************   On November 9th, 2022, follow up was sent to **************** to confirm the findings of her account review. It was found that the previous $300 credit offer was refunded to her card directly rather than placed on the account. Therefore, the charges **************** has disputed with her bank were valid charges. Nonetheless, as a gesture of goodwill PODS has offered a final credit of $500 in attempt to resolve amicably. Should she choose to proceed, she has been advised to contact her specialist directly to confirm.   

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18243431
  
  I am rejecting this response because: On 11/3 Pods attempted to debit my 2 accounts for $524. On 11/9, Pods again attempted to debit my 2 accounts, but this time for $924.36.Which, this should not have happened. Im not sure were this $924.36 amount came from, but its wrong. I do not owe, and I asked them to take my cards off. If their trying to charge me for November, this is wrong also, Ive been trying to get this resolved since 10/19. I have called and emailed multiple times, no one else was able to assist me, because my account was locked. I didnt hear from anyone until 11/9 at 6:08 pm via email.

  I am willing to accept the $500 goodwill credit. Only if this means my account is even. Especially, since it is not of any fault of mine, that I dont have my belongings and been waiting 3 weeks to hear back from Pods. On 11/9 at 6:12 pm ,I expressed this to the Executive resolution specialist, and I am awaiting an answer, again. 

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

  

  Business Response

  Date: 11/22/2022

  I am in receipt of your correspondence concerning PODS customer **************************   On November 22nd, 2022, follow up was sent to **************** to confirm receipt of her final documentation. As we await the final processing, I have followed up with the Collections manager directly to advise the documentation has been received. At this time, **************** has been advised to contact PODS customer service directly to request the status of her account so she may then proceed with the scheduling of her unload. 

• Initial Complaint

  Date:10/17/2022

  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.

  So I originally, was not told of a monthly fee of $295 for the storage unit I was renting. I was told a flat rate of around $580, plus a pick up fee of like $180 or so. I didn't need the pod as long as I thought I would, so I called to have them pick it up... They told me they couldn't come pick it up until I paid a $295 monthly fee. I did not want to pay this fee, because I was told nothing of the sort from the jump. I fought it as long as I could, but ultimately, they wouldn't come out to pick up the pod until I paid the $295. I was specifically told on the phone, that I would be refunded 100% of that $295. A couple of weeks went by, and no money was deposited back into my account, so I started to call and try to get it figured out. They first tried to tell me that I was never told id be refunded, and that they couldn't refund me.. but thankfully it's a recorded line, and I told them the day and time the conversation took place, and the lady in charge of my refund told me she saw in the transcript of the conversation that I was told I'd be 100% refunded my money, and that she would process my refund. It's been a month and a half, I still have not gotten my refund. I've called and left 3 voicemails for her over the last week and a half.. and have also sent her 3 or 4 emails over the last 2 weeks. I have had 0 communication from her since she said she'd process the refund. I even voiced my opinion on how it seems they are holding my money hostage, and that maybe I needed to get a lawyer involved over a measly $295.. which I do not plan on doing, nor want to do. This is my first time contacting the Better Business Bureau.. I really hope you all can help me out. I'm not made of money. The whole reason I needed the pod to begin with was because my parents lost their house, and now are living with me. If there was ever a time I needed my money, it is now. And unfortunately, I'm missing some of it.

  

  Business Response

  Date: 10/21/2022

  I am in receipt of your correspondence concerning PODS customer, **************************     On October 20th,  2022, our PODS advocate spoke with ************** and confirmed that he would be refunded the full August 26th, 2022 monthly invoice.     PODS considers that the matter has been resolved 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: 10/21/2022

   
  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. As long as they actually refund me my money, I have no gripe.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/13/2022 I contacted PODS to schedule an out of state move for delivery of a storage container (quote #********* $2501.23) on 09/19/2022 my card was charged $219.99 (delivery fee). The representative indicated near the end of the call that she was experiencing technical difficulties but that I should call back. I never received my order confirmation. I called back on 09/16/2022 in which I was told my quote (quote #********* $2501.23) expired I completed the process again based upon quote #********* totaling $2475.11 for scheduling delivery of the *** on 10/28/2022 I was charges $219.99 (delivery fee) on 09/19/2022. I received an alert indicating this charge that I believe to be the delivery fee. I called on 10/15/2022 to request postponement of the delivery of the pod to 10/29/2022. I was told there was no order despite being charged. I was transferred to different two different representatives, and hung up on twice. I didn't owe pods a balance, the fee was related to the order that I placed on 09/16/2022. Yet, there was no order was present in the system despite being charged.I submitted a copy of the quotes via email to Lovely ******** on 10/16/2022 I received related to the calls for scheduling and a copy of my bank statement as evidence of the charge. I have asked PODS to honor quote #********* totaling $2475.11 for scheduling delivery of the *** on 10/29/2022. I called again on 10/17/2022 in which another representative repeated the same information I was placed on hold then the call hung up. I called back spoke to another representative who repeated the same information. I requested a supervisor, I spoke with **************** who I explained the dilemma to in which she apologized for the issue. I requested that PODS honor the quote as an inconvenience resolution. She completed a new quote in the amount of $3,419.65 which is beyond the quote #********* totaling $2475.11 which I scheduled delivery for 10/28/2022 on 09/16/2022.

  

  Business Response

  Date: 10/20/2022

  I am in receipt of your correspondence concerning PODS customer, **************************   On October 20th,  2022, contact to discuss the issue was initiated with ************************* in order to address concerns and work on a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************************* may have endured.  PODS Enterprises, LLC prides itself on its quality customer service and we regret that ************************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

• Initial Complaint

  Date:10/17/2022

  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 used Pods Moving and Storage to help me with a recent move. My full *** was scheduled to be delivered to my house 9/23. I was planning to unload the pod over the weekend. The *** was not delivered as scheduled. They provided no information to me that day. Despote numerous attempts to find out what was happening I was told that my Pod would be delivered so I waited at home all day. It never arrived. When I called the following morning I was told that the driver had run out of hours making my delivery impossible. I was also told they were unable to deliver that day, 9/24 due to low staffing. The next day they could devliver my Pod was 9/26. I had no way to unload my pod on that day. The representative I spoke with assured me that as this was an error on the part of Pods that they would pay for movers to unload my pod. The representative sent me a list of recommended movers. While on the phone with the representative I was able to book the movers to come on 9/27. The cost was 724$. The representative from Pods assured me this was no problem. That he was entering it into the system and we would be reimbursed. Pods is now denying that reimbursal and are offering me 200$. I never would have used this company, or spent this amount of money if the representative from Pods had not directed me to do so.

  

  Business Response

  Date: 10/29/2022

  I am in receipt of your correspondence concerning PODS customer ********************   On October 21st, 2022, contact to discuss the issue was initiated with ************** to advise PODS would be granting her the reimbursement requested. At this time, ************** has confirmed this resolved her concerns and that she would contact the Specialist directly should any further questions arise.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************** may have endured.   PODS Enterprises,LLC prides itself on its quality customer service and we regret that she experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 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,
  
  *******************