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

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS Moving & Storage

  6791 28th Street Cir E Sarasota, FL 34243-4143

  
• 

  PODS Moving & Storage

  15635 Hudson Ave Spring Hill, FL 34610-7606

  

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:10/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I have had a terrible time using your services and in fact still have not received our belongings.The problems started when our pod was shipped to GA when I was told it would be staying in ** due to a problem with my credit card. I said that was fine and to please leave it in **. Once I saw my card was charged but I didn't want the pod to be transported I was told it's too late to do anything. I submitted a dispute and was told I would hear back in 10 days and still no response. After 15 days of waiting I called back and was told that it was the mistake of pods that my container shipped and it would be shipped back to ** free of charge as well as the monthly fees be covered for the time period of the mistakes, which was the resolution I was looking for. However, the next day I saw that my cards were charged again! Leaving my family without any finances at all to survive on!I called again to find out what happened and no one was able to answer my questions and was told I would have to wait again for a call back from someone that could help me. It has been 2 months now with no call backs and no resolution. The customer service from this company is absolutely horrible and I will tell anyone I know to avoid this company at all costs!

  

  Business Response

  Date: 10/19/2022

  I am in receipt of your correspondence concerning PODS customer *****************************. On October 13th, 2022, follow up was sent to **************** to confirm her account and concerns were under review. She has been advised to contact her specialist directly with any further questions or concerns should they arise in the meantime.  

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18193138
  
  I am rejecting this response because: the customer service representative has been unresponsive to any of my messages.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/27/2022

  I am in receipt of your correspondence concerning PODS customer *****************************. On October 27th, 2022, follow up was sent to **************** to confirm that a consultation was underway with PODS ********************* She has been advised to contact her specialist directly with any further questions or concerns should they arise in the meantime.  

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18193138
  
  I am rejecting this response because: the representative and pods company are taking too long to reply and resolve my problems.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/07/2022

  I am in receipt of your correspondence concerning PODS customer *****************************.   On November 2nd,  2022, a phone call was placed to **************** to discuss the findings of our review and present the offer approved by PODS management. The final documentation needed to proceed with the credit has now been sent to **************** and also includes an additional goodwill credit provided by the assigned specialist. Upon completion, she may return the documentation directly to the specialist and we may then proceed with processing accordingly.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18193138
  
  I am rejecting this response because: the document that I have been asked to sign is inappropriate considering the circumstances. I should have already received my container and the credit I requested and pods is doing everything in their power to not let that happen.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/22/2022

  I am in receipt of your correspondence concerning PODS customer ******************************  On November 21st, 2022, **************** spoke with her Specialist directly as we work to reach an amicable resolution. PODS has updated the offer and is in process of scheduling the container transit as soon as possible. At this time,she has informed her specialist that she will be cancelling the previous chargeback so we may proceed accordingly. 

• Initial Complaint

  Date:10/09/2022

  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.

  POD drivers drove their pod truck as well as the podzilla onto my lawn after 2 feet of rain without my consent they got their truck stuck and spun out in my lawn and driveway for over 3 hours. They completely ruined my lawn as well as driveway and are unwilling to pay for the damage that they did to my property. The drivers both said to my husband and I we shouldve never drove up there and we said yes you shouldnt have! POD still continues to state they are not negligent and are not willing to take responsibility for their drivers actions and damage to our property. I have photos as well as videos showing them stuck in our yard. I have eyewitness neighbors who also witnessed this. What I am asking is for PODs to pay for the damages to our lawn and driveway since they caused the damage. I also do not think we should be billed for the pick up.

  

  Business Response

  Date: 10/11/2022

  RE: ************************* (CID 163325105)
              Complaint #: 18189167
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*************************. In reviewing Ms. ********* complaint, it was reported to PODS that the container was moved due to Hurricane ***. In order for anyone to be able to retrieve the PODS brand container, it was inevitable to go onto Ms.********* ***** PODS found that the PODS driver handling ************************ container did not negligently cause any damage to the property from the placement/retrieval of the unit. PODS operated its equipment in the normal course of business exercising due care under the circumstances. PODS explained to ********************, via email on October 5th, 2022, that per the PODS rental agreement she is representing to PODS that the area where placement and leading up to it will have adequate structural integrity to withstand the weight of the container and PODS equipment. Moreover, ******************** agreed to assume full risk for and release PODS from any damage to the premises resulting from PODSdelivery services. ********************, may view the rental agreement by accessing her PODS online account. Should ********************, wish to further discuss her claim she is encouraged to reach out to the her claims representative. Additionally, if ******************** needs to discuss her account she is welcome 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: 10/12/2022

   
  Complaint: 18189167
  
  I am rejecting this response because: you  pull my calls to the company I told them they were going to need a tow truck or another method to remove the container due to placement. Who in their right mind after having 2 feet of rain would think that driving a vehicle weighing tons on to someones property would make any type of sense??  That is complete and total negligence. Period. Has anyone even spoke to the 2 drivers that day? Even they said they shouldve never done what they did and to file a claim against pod for their damage that they caused by driving both their actual moving truck and podzilla in my yard getting it stuck and spinning out for 4 hours! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/14/2022

  RE:       ************************* (CID 163325105)
              Complaint #: 18189167
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. ********************** records reflect that there are many email communications between ******************** and her claims representative, who she has been working with, reflecting on October 7th, 2022,PODS confirmed via email with ******************** that our position remains unchanged given that the area was subject to a natural disaster. However, PODS also explained that as a gesture of good will ******************** is welcome to submit multiple estimates for consideration of the lawn repair. Per our previous response to the Better Business Bureau on October 11th,2022, a complete review of ******************** account, PODS Enterprises, LLC position remains unchanged. Should ******************** wish to further discuss the account she is encouraged to follow up with her claims representative directly or welcome 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.

• Initial Complaint

  Date:10/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We completed a move from Lakewood, ** to JLBLM, WA (< 50 miles) with (2) containers.We were charged $******* on 30July22 which included POD drop-off, 30 days of rent and insurance.Our PODS was then picked up to be stored on 02AUG22 and then re-delivered to new address 01SEPT22-30 days.The redelivery fee was $298 ($149 per POD). This was the only fee that should have been added on to our original payment. PODS then proceeded to aggressively call and attempt to daily charge our payment source for multiple days.I called on 3-4 occasions, asking to speak to a manager. I was told by one employer "no" and that he would just sent my account to collections. I called again and was told they were filing a grievance and I would be contacted by management and was not.PODS has now charged my account in addition to original ******* (Paid 30July22) (included drop-off, 1 month storage and purchased insurance ) 31AUG22-$298 (drop-off fee) -expected 07SEPT22-$100 09OCT22- $1071.45 The other fees above are noted for storage fees for 8/30/22-9/29/22 and also 1 month of insurance during that same time.We paid for 30days of storage, our stuff was stored for 30 days. When we booked and called to set-up drop off no one mentioned that we would be charged an additional month of rent for 1 day.We are a military family and this is predatory. PODS is charging us an additional month of storage and insurance that was NOT received. When a manager was asked for we were told no. A manager was to call us back and did not. We are seeking re-imbursement Of $100-Sept 7, 2022 payment $1071.45- 09OCT22 payment (still pending as it's today but I have screen shot PODS charged this today)

  

  Business Response

  Date: 10/11/2022

  I am in receipt of your correspondence concerning PODS customer, ****************************  On October 11th, 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: 10/17/2022

   
  Complaint: 18188683
  
  I am rejecting this response because: the response simply stated they were reviewing the case and gathering information. There was no resolution. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/21/2022

  On October, 20th, 2022, our PODS advocate spoke with **************** explaining that the order had been booked on-line and rental agreement accepted which specifically provided the rental terms.    **************** will only be assessed month rental rate for the 2nd month rental of the containers instead of the applicable full month.
  

• Initial Complaint

  Date:10/09/2022

  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.

  Their customer service reps cost me over 300 dollars due to them giving out the wrong information. At the beginning of my purchase to this company I was told by 3 different reps that the pod services did in fact deliver to my address which was the main reasoning behind me choosing to purchase their services. After the move when I had moved into my new home I tried to schedule a delivery which led to me having a hard time as the website would keep changing my addresses zip code and city so I proceeded to call customer service. The first man on Oct 4th explained that it wouldn't let him either so he needed to put in a report to the place my pod was at which at this moment I found out my pod was in ******** ******* instead of **** ******* like I was originally told it was being stored. He told me that he would call me the next day to give me an update on the report. The 5th comes and goes and I get no call so I decide to call them in which I spoke with a different rep who then changed my address and confirmed with me multiple times that it was changed and that the pod would be delivered to my home so I had no worries and just needed to wait for delivery. I found this odd as the first guy told me otherwise so I checked the MyPod.com to see that my address was NOT changed and that my pod and belongings were scheduled to be delivered to a completely different address that was not my own. I then call them back to speak to yet another different person who says she can't help me at all and transfers me to someone who can, this new rep then tells me they can't deliver to my address and that I will need to buy a uhaul or a moving company. I then ask her how do I access my pod she said all I needed was my 4 digit pin for the gate. I then purchase a uhaul which was 197, take off work to drive 2 hours down the mountain to get the uhaul on a saturday to find out they are closed Sunday and I need an appointment that I can't just use a pin. So now I have to wait until Monday.

  

  Business Response

  Date: 10/19/2022

  I am in receipt of your correspondence concerning PODS customer *****************************. On October 19th, 2022, contact to discuss the issue was initiated with ******************* in order to address her concerns and work on a resolution. At this time, she has been advised to contact her Specialist directly with any further details or questions related to her concerns. 

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18187725
  
  I am rejecting this response because:
  The issue has still not been resolved I will accept your response once I have my refund for the *************. Thank you I have sent an email to the specialist who contacting me i will be awaiting my refund.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/27/2022

  I am in receipt of your correspondence concerning PODS customer *****************************. On October 27th, 2022, follow up was sent to ******************** to confirm PODS has granted her request and submitted the refund on her behalf. She may expect to see the refund post back to her primary card on file within **** business days. 

  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: 10/29/2022

   
  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 the 198 dollars into my account and leave it there.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/08/2022

  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.

  3 years ago my wife and I placed all of our sentimental belongs in a storage pod in **, we paid for over 2 years $200/month to keep it at their facility. We moved to SC in February and into a home in March. We requested our pod be sent to us and was told it would, we paid 900/delivery fee to the facility close to the house. We arrange for a delivery to the house, paid additional fees, it never shows up, it was accidentally taken to the wrong address. We call corporate to have it okayed to be delivered to the correct address, set a date, date comes no pod. Call again, speak to a supervisor, he assures a delivery, take the day off work to be there and again no pod. We continue to pay monthly fees even though it is not being delivered. We call and they say our driveway is too small so we set up a time to go unload our stuff by hand. Unload it, let them know we are done and we leave. We get charged another month, we call, they say they'll reverse it. Next month get charged again, call our bank and dispute it and get them removed from our account. Continue getting threatening emails and phone calls about missed payments and collections, call corporate they say they'll fix it. Month later another email about auctioning our stuff, call again and am.told we need to sign a form they can cut the lock, do that send it back, still getting emails about owed money. Tired of being harassed and threatened. We have nothing in the pod and have tried multiple times to deal with this.

  

  Business Response

  Date: 10/20/2022

  *************************
  Trade ************************************************************ Box 7950
  **********, **  33758-7950
  
              RE:       *********************** (140671900)
                         Complaint #: 18187028
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***********************. Ms. ****** ********************** brand container was initially emptied by her on May 2, 2022 and the billing errors have been corrected as of October 19, 2022. 

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18187028
  
  I am rejecting this response because: I have continued to get collection calls, lien notices certified by mail, emails for collections etc since May, since the pod was emptied.  I have contacted corporate as well as talked to accounting, filled out a paper telling my local facility to take ownership of it and am still getting collection notices. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/04/2022

  We apologize that ************** has received additional communication after the concerns with her PODS account had been resolved.    Our PODS billing/collections team has updated Ms. ****** account to ensure she does not receive any further notices.

  Customer Answer

  Date: 11/04/2022

   
  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 will contact again, if I receive any additional letters or emails.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/07/2022

  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 rented from PODs moving and storage this summer for our *********, ** move. Since June 2022, we have placed several calls and spent numerous hours on the phone with customer service regarding our experience in hopes PODs would resolve our concerns. To date, we have not received an actionable resolution follow-up from PODS and are now seeking additional help. The PODs reservation history - Customer #: *********; Order #: ******* The *** we received arrived in a deteriorating and unsanitary condition - the interior was unfinished, **** and mold were growing on the outside and there were visible watermarks running down the interior plus sand-like dust and cobwebs. The interior smelled of musty wood decay. The roofing was a plastic material that not sealed and had openings. We asked for another *** due to the condition; the driver was quite rude and said he had other PODs to drop off and this was our only option. Given there were other PODs he was dropping off, I do not understand why he thought it was okay to provide us with this quality of *** other than discrimination. We immediately called customer service who was unable to replace the ***. Due to peak moving season, we were not able to find an alternative. PODs said they would create an escalation ticket to address our concerns and that our items could be switched to another *** when it became available. This did not happen. Our items got damaged, the *** had a leak when in *** storage. We have still not heard back from PODs regarding an actionable solution. I am seeking a refund and for an assessment and reimbursement for items too damaged to repair. A detailed letter is attached as well as some photo documentation, we have more available. Thank you.

  

  Business Response

  Date: 10/25/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************************. A review of the issue that gave rise to this complaint is currently underway. ********************** has been assigned a PODS Advocacy Representative and has been contacted to advise of assignment and provide contact information while the review proceeds.  We will continue to work with ********************** until the review is complete and will provide details and appropriate resolution accordingly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ********************** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that ********************** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18181161
  
  I am rejecting this response because:

  Hi Tia, 

   

  We have on multiple occasions provided - by phone and email - detailed responses. Please see the BBB photos and additional information. It is not reasonable to continue to demand we continue duplicating efforts. It would be best for PODS to bring someone to review the items and smell the textiles as photos will not capture the odor; taking photos of individual items will take even more of our time unless PODS will be reimbursing us for that additional lost time. 

   

  Below is the *** BBB letter and photos of the *** condition and what we received when it was returned, which can also be found on the BBB claim. 

   

  Coco and Ginger

   

   

  ---

   

   

  Dear Better Business Bureau, 

   

  My mother, ******** (ccd here) and I rented from PODs moving and storage this summer for our *********, ** move. Since June 2022, we have placed several calls and spend numerous hours on the phone with customer service regarding our experience in hopes PODs would resolve our concerns. However to date, we have not received an actionable resolution follow-up from PODS and are now seeking additional help.  

   

  The PODs reservation history is under ***********************************, email ********.*********************@gmail.com.

   

  Prior to reserving a *** for June 2022, we had talked several times with PODs customer service because we wanted to make sure our items would be safe and within a clean and sound container. For example, we had new mattresses that we wanted to make sure would be protected from any damp/dusty conditions. ***************************************************** guaranteed that the ********************** were clean and in working order (like in website photos) and would be stored within a temperature controlled storage area which would keep our fabrics and antique furniture safe from temperature and other outdoor environmental wear. 

   

  However, on the day of our *** drop off June 29^th 2022, an hour after our delivery window the *** was not delivered. I called PODs and was then told that they had overbooked and there was no *** for us.  As it was prime moving season there was no other containers or U-Haul vehicle we could rent on such short notice, it put us in a very difficult situation. The PODS representative said that there were still larger PODS available, and I asked that they drop off a larger one, and even offered to pay the difference. They refused to provide a larger replacement. The ** storage manager said since I had not originally paid for a larger one, they would not drop one off any other size outside of the original order even if we paid the difference, and said the team would look again for a *** sized to our original order and get back. We then got a call that they had found one in the yard and would drop it off later that evening. 

   

  When the *** arrived it was filthy, the interior was unfinished, **** and mold were growing on the outside and there were visible watermarks running down the interior plus sand-like dust and cobwebs. The interior smelled of musty wood decay. The roofing was a plastic material that not sealed and had openings. We asked for another *** due to the condition; the driver was quite rude and said he had other PODs to drop off and this was our only option. Given there were other PODs he was dropping off, I do not understand why he thought it was okay to provide us with this quality of *** other than discrimination. 

   

  We then immediately called PODs customer service back to ask for assistance on July 29^th 2022. **************** could not even identify the *** skew and said the skew we were providing which was adhered to the *** was inactive; they said container we received appeared to be a *** that was supposed to be out of commission. This made sense given the condition of the *** and further horrified us that we were delivered a deteriorating container that was likely to damage our belongings. ***************************************************** reiterated that the *** delivered was our only option at the time, apologized for the inconvenience, and that there was a way for PODs to move our items into another *** once one became available and that they would file a report to escalate this solution, and someone would get back to us. 

   

  Due to the condition of the ***, we asked if we could get the insurance option. They then said we could no longer purchase insurance since the *** was dropped off, even though we explained our items were not in the *** yet and the reason we wanted insurance was because of the condition of the ***. 

   

  With no other option, we had to pack our belongings in the ***  it was picked up and we waited for the customer service escalating team to get back. It took us several calls throughout July, where they continued to have difficulty tracing the *** skew before we received a call back that they would switch out our belongings to a new *** and would get back to us with a date for the switch. However, we then never heard back from customer service. 

   

  We then called throughout August and received no call back from the escalation team. Therefore our items remained in the deteriorating ***until September 1^st, 2022. 

   

  When it came time for our *** to be delivered to our new address this month. The driver that arrived was very nice but also mentioned he had a difficult time finding our *** and that along with the skew being hard to trace, it did not have the sticker that is usually on PODsconfirming the rental history. He concurred the *** was not in the usual condition/quality for a storage unit and recommended we again follow-up with customer service regarding our experience. 

   

  When we opened the ***, our belongings were covered in spiderwebs and that sand like dust. Further, it became clear there had been a leak on the right side of the ***. Several of our antique wood furniture now have water stains or cracks. A steamer trunk that had Victorian stickers had some of the stickers transfer onto other items due to the humidity this *** was clearly not in a protected area which had allowed for water/moisture to enter the storage due to the poor condition of the ***. Many of our items are ruined, and fabrics now have a musty smell that will not come out even after several washes. We have had to throw away many valuable textiles, (********* wool blankets, vintage blankets, clothing, sheets, etc.)

   

  This is unacceptable. PODs was negligent in storing our belongings as agreed to, and never should have provided the *** we were given as its quality was unacceptable for use. I have taken several pictures the *** condition when it was dropped off at our old address, the ***condition at our new address, and items that have been damaged. In addition, when it was picked up the final time, pieces of the rotting wood fell off I have kept some of those pieces as samples to be analyzed for rot and mold if needed  for this report. We also have several forms of documentation regarding our discussions with customer service. 

   

  We have already spent an enormous amount of time on the phone with customer service (there should be a lengthy written and audio recording record on PODs end) however PODs has not followed up to offer a resolution. 

   

  Id appreciate a reasonable resolution including a refund and reimbursement for damaged belongings. What we experienced was clearly a bait and switch situation. What we saw in the PODs advertisements for what the PODs would be like and how PODs are stored, in addition to our discussions with customer service, was the complete antithesis of what occurred and ultimately the *** we received. This has been such a terrible and stressful experience and we should never have had to deal with such a situation had PODs practiced better quality control. I seriously question if this *** was already decommissioned and someone knowingly pulled it from salvage.   

   

  Thank you, 

  Ginger and Coco

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

  

  Business Response

  Date: 11/02/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,************************************  On 11/2/2022, an attempt was made to reach out to ********************** to discuss her concerns, however, the attempt to contact was unsuccessful because her voice mailbox is full. A follow up email was sent to ********************** on 11/2/2022, explaining the claims process.  We invite ********************** to contact us to discuss the issue further so that we may provide resolution. All contact information for the PODS Resolution Specialist assigned to the issue has been provided. 

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18181161
  
  I am rejecting this response because:

  PODS company asked for photos of each individual item damaged. I requested they bring someone onsight to assess the items as we have already spent so much time and a photo archive will take much longer. They refused to send one of their representatives to review the damage in person. Photos will not capture the musty/mold smell damage on our items resulting from the POD. This issue has still not been resolved. 

   

  We are unable to take individual photos of each item at this time as we are balancing very busy work and health schedules. 

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

  

  Business Response

  Date: 12/06/2022

  I am in receipt of your correspondence concerning PODS customer, ************************************  On 11/20/2022, ********************** replied to my email dated 11/2/2022, stating that she would be sending me pictures for review. On 12/6/2022, I attempted to follow up with ********************** via phone call, however,she was unavailable, and voicemail was left. PODS Enterprises, LLC would be willing to work with ********************** to fully understand, review and attempt to resolve the concerns however we would need to speak with ********************** via phone or email to discuss the specifics.  Should ********************** wish to engage further for resolution, all contact information has been provided to do so. 

  Customer Answer

  Date: 12/12/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  Hi Tia, 

   

  As discussed in my earlier correspondence, photo documenting all of the damaged items is a time consuming process as we both started new FT jobs since moving. My daughter and I have completed the majority of the photos (currently 78 images) and uploaded them to a ****** folder linked below. We have two additional boxes of items to photograph that we will upload to the same folder this weekend. 

   

  ****** Folder: ********************.com/drive/folders/13D6gF5Y2YU5D0xPZdllFYp5h1GxCCSAf?usp=share_link

   

  If you need to call during the 7AM-6PM EST time period. Please call my daughter, *******************************, at ************. Her email (******************) is also CC'd as well as the BBB with the case number (********). Since I work at a hospital, I am not available to spend time on this during the day.

   

  Sincerely,

  Coco

   

  Text included within the ****** folder as a ****** doc: 

  Included within this ****** drive are photos of our belongings that were damaged by the musty/mildew odor and dampness from the poor-conditioned *** we received. Since September, we have had these items sealed and where relevant, like the table, unassembled, to fit in closets so that the smell does not permeate our living space; we would like to be able to resolve this soon to remove items from our closets. 

  We have been patient with PODS, and asked for a PODs representative to come over, see and smell the items to confirm the condition. PODS has continued to delay their responses for this request, and have instead asked us to provide more photo documentation instead of sending a representative. Sending a representative would have saved us time. We have already spent too much time between phone calls with customer service and the ******************** case regarding this unjust experience with the PODS company. 

  The *** container had evidence of poor condition upon arrival: 

  • Wood rot - rotting wood was falling off on the inside and outside of the container (pieces that fell off when it arrived at our new apartment smell like our damaged items - wood piece pictures included)
  • **** growing on the outside despite these PODS being guaranteed to be stored within the inside of storage facilities
  • Water stained on the inside of ***
  • Wood and residue was falling off on the inside and outside of the container
  • A strange sand-like white powder was all over the *** upon arrival - we had to clean it before putting our items within the ***; however the sand-like powder was back and covered all of our items when it was delivered back to us

   

  As discussed in earlier emails, our clothing, although triple sealed within plastic bags and UHaul boxes, now has a mildew odor that will not wash out. Many of our textiles and fabrics within the *** ended up with a mildew odor including our mattresses within protectors. Due to our asthma, these textile and fabric items are no longer salvageable. 

  The *** damaged several of our antique and vintage wood furniture pieces (smell and cracks from damp condition expanding wood), and produced rusting on our vintage metal furniture. There was clearly a leak and damp conditions where our items were being stored for the 2+ months, as well as evidence that this *** already had leaks prior to its arrival for our use. Items that were on the right side of the *** were more damaged than items that were on the left side. One bookshelf had water **** stains (pictured) on the back where it had been pushed up against the *** wall. 

  Another example is our green wooden military trunk (pictured). The military trunk was stacked with the metal steamer trunk (pictured) that has Antique decals all over the trunk. Both had no odor prior to going into the *** and were used to store gem specimens and baskets. The wooden military truck now has parts of the victorian decals adhered (pictured) to it which only could have happened due to damp conditions in the ***. For years previous to this *** experience, these two trunks  have been stacked with each other as a part of our home decor and never had the stickers transferred to any other furniture and objects. Further, both now have a mildew odor so nothing can be stored in them. Due to the level of mildew odor, we will need to discard the trunks after this case is settled. 

  In addition to our damaged belongings, it also damaged our reusable uhaul boxes and specialized reusable packing materials for rock and shell specimens. These are additional costs we will incur to replace.  

  On numerous occasions we contacted PODS regarding this situation seeking a solution. We were promised that our items would be transferred to a better *** once available. The customer service representative agreed that it was not reasonable for us to pay for a *** service that was first overbooked and then provided us with a low quality control container and delivery. PODs essentially charged us under false premise that our belongings would be safe and instead damaged our belongings; it has not only been stressful that we have lost items that we cared about and that are irreplaceable, but it has also been extremely frustrating and ethically unjust regarding how we have been treated during our entire PODs rental experience since the day of delivery. PODs representatives already confirmed that the container delivered to us had been retired from circulation and was unsuitable for customer use: this was why throughout our experience they had a difficult time even tracking the container with our belongings. There is an extra layer of disappointment as PODS knowingly delivered the disintegrating *** to us as an internal solution to make money at the expense of a customer as they had not managed their sales properly. It is not reasonable for PODs to poorly manage their contracts and run out without telling a customer, let alone deliver a rotting *** that does not look like the PODs advertised. This was clearly a bait-and-switch. Despite customer services guarantee that a new *** would be provided to replace the damaged *** and our concerns resolved - a new container was not provided and our concerns have only grown. Escalation tickets went unanswered and now our items are damaged beyond repair. It is almost the end of 2022 and our experience with PODS continues to be stressful and time-consuming. It has continued to place us, as the customer, in a situation having to continually prove wrongdoing by the PODS business despite numerous phone and email records within the customer service record history. 

  This has been going on since June 2022 - it's been almost 6 months since we have been carrying this stressful situation. Please review our earlier correspondences with PODS customer service and ******************** for additional information. 

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

  

  Business Response

  Date: 12/23/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************************. We are now in receipt of the requested pictures to review her claim. A PODS Advocacy Representative will contact ********************** by January 6th, 2023, the latest to provide the findings of the review.

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18181161
  
  I am rejecting this response because: there is still no resolution and we are awaiting a reasonable response per the timeline they mentioned in the reply. 

  When we asked PODs to send a representative to view the items damaged, they refused. We then had to spend more time photographing damaged items which meant unpacking, repacking and exposing ourselves to the mildew smells and damage. Given our schedules we have very limited time to do this. 

  PODS has still not refunded for the damage to our belongings, or at the very least refunding for the cost of the container and storage. Given the experience and how they knowingly sent us an unsuitable, rotting and out-of-circulation POD (as noted in the customer service phone call recordings and wood sample) the resolution should not be taking this long and is straightforward. The only way to rectify this situation is to refund for the 3 months our items were in this POD due to their poor product quality control and to make us whole for the losses. Further, it would be helpful for them to coordinate pick of damaged items as it requires city-specific removal (clothing and textiles cannot be put into the rubbish bin in the City of Cambridge.) There has been ample documentation within their customer service records, and time for ********************** to rectify the situation and visit to view damaged items. We are hoping that this will be resolved soon. 

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

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18181161
  
  I am rejecting this response because:

  Per the last BBB message (1/5), we are awaiting for PODS to respond to our request. Please do not close out this account as we are following the directions provided by BBB. 

   

  PODS had stated they would get back by Yesterday - Friday, January 6th. PODS has still not responded or resolved this issue. 

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

  

  Business Response

  Date: 01/20/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************************. ********************** has scheduled to have a Third-Party Adjuster inspect the contents as ********************** has requested. The inspection is scheduled for 2/5/2023. We will continue to work with ********************** and provide her with updates regarding the review of claim. 

  Customer Answer

  Date: 01/21/2023

   
  Complaint: 18181161
  
  I am rejecting this response because: still not resolved. Have to wait for insurance adjuster confirmation. This this have been scheduled earlier when we first requested it last Fall. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 05/25/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************************. We have completed the review of ************************** complaint. PODS Enterprises, LLC inspected ************************** container we found that there was no physical damage to your unit and no other cause of loss was identified. As a gesture of goodwill, PODS Enterprises, LLC has offered ********************** a customer satisfaction credit for the inconvenience endured. At this time we are currently awaiting ************************** response to the offer.

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 18181161
  
  I am rejecting this response because: this offer is significantly low after months of PODs avoiding any contact. Further, the current offer ignores the facts regarding the case as a means to continue avoiding fair resolution. We will be seeking legal counsel this week, or early next week, due to recent holiday prior to responding directly to PODs. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 06/02/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, ***********************************. Per our previous response on 5/25/2023, a complete review of ********************** account was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODS Enterprises,LLCs position remains unchanged.  We found that there was no physical damage to the unit rented by ********************** and no other cause of loss was identified to suggest that the unit was compromised. A pressurized water test confirmed negative for water intrusion. This included allowing continuous water to run over the roof and the entire exterior of the container to detect leaking, to which there was none. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy. 

• Initial Complaint

  Date:10/07/2022

  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.

  At first, I had great reps that helped me with my order and to make minor changes to the pick up date and number of pods. However, once our pick up date rolled around (5/28), they only picked up one of our two pods and gave me the run around when I called several times asking for it to be picked up. I was on hold for hours, told it would be picked up today twice (when it wasnt), spoke to too many departments and customer service reps, and still was not given proper answers. Our 2nd pod was scheduled to be picked up on 5/28, but was not picked up until 6/1. And it did not arrive on the scheduled 6/8 but came a week later on 6/15. This company has such great potential. However, it is quite disorganized and lacks the proper communication that a business like this requires. The disorganization of this company was incredulous for a company of this size. From breaking the pick up and drop off agreements to their inability to work in an orderly fashion. On three different occasions, I was put on hold without any warning, sat on hold for 20+ minutes, and had the same representative pickup and start a new call, and then get hung up on once I said my name again. Customer service representatives ended the chat on two occasions that I still had questions that went unanswered. It seemed that my account/name/phone number was flagged because they knew they were in the wrong. Do not ask to receive your pods for drop off or pickup earlier because they act as though that is an outlandish request. *** been told on multiple occasions that I can expect some compensation and will be reached out to by a manager or senior associate to discuss this. I was contacted by a senior associate in July 22. I was told they were determining my compensation package but not to expect anything relatively soon. I called her direct number back in August and September and got no response. I am infuriated by the lack of response by anyone in this company. They do not value their customers at all.

  

  Business Response

  Date: 10/08/2022

  I am in receipt of your correspondence concerning PODS customer ********************************  On October 8, 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: 10/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is beginning towards a satisfactory resolution. They are working towards a refund, which I am eagerly awaiting.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/06/2022

  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.

  My Customer # is ********* and my Order # is ******* I have a second POD (107245BX) that is in limbo, has not been added to the original order, and has not been delivered to the *****, ******* PODS Center, for delivery with **************** (107884BX ), to my new address at ****************************************************************************** have called PODS "Customer Support" 8 times - including calls with 3 supposed "PODS Triage" representatives, with no resolution. I'm told that a supervisor will call me back, but they never do. No one at PODS has taken ownership of my issue nor dedicated the 5 minutes of effort required to resolve the problem.I went in-person to the ********* PODS Center and was able to arrange for the second filled POD to be picked up and taken to the ********* Center. The manager there has emailed his PODS contact 3 times (once while I was sitting in his office), to no avail. This second POD remains in limbo.

  

  Business Response

  Date: 10/19/2022

  I am in receipt of your correspondence concerning PODS customer ************************  Account review confirms the container in question was successfully delivered on October 17th, 2022, and then picked up empty on October 19th,2022. As such, our internal report has been documented and updated accordingly.
  
  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: 11/01/2022

   
  Complaint: 18179965
  
  I am rejecting this response because:

  After the *** was delivered 5 days late, we were doubled-billed for that PODs drop-off fee.

  I would like to be contacted directly by an exec at Pods, **** A detailed post-mortem on our experience (which I am more than willing to actively participate in) will highlight the significant issues that Pods, **** has in its Box Command & Control System, their Centers to ******* Communications Process, their internal Support & Management to ******** Communications Process, their Triage Process, and their Remote ******** Support Management and Incentives Process. I hope that Pods is serious about their focus on Quality & ******** Sat and will take me up on my offer. My input will be constructive.

  Im a dude, by the way, NOT *****************
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/11/2022

  I am in receipt of your correspondence concerning PODS customer ************************   On November 11th, 2022, contact to discuss the issue was initiated with **************** in order to address his concerns and work on a resolution.  He has been advised to contact his Specialist directly should any further questions arise in the meantime. 

• Initial Complaint

  Date:10/06/2022

  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.

  Order Number # *******. I received an E-mail stating that my bank refused payment, so they ask me to call the bank and let them know this was not fraud, which I did. I call back to let them know to go ahead and run my debit card thru, but they told me they can't and It could be up to five days before someone would get back to me to run the card again. This makes no sense, why does it take 5 days for someone to call me back to run my card again? Now my Pod will not be delivered when I need it to be. Not happy at all!!!

  

  Business Response

  Date: 10/13/2022

  I am in receipt of your correspondence concerning ********************** Due to Ms. ****** concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time.  Upon completion of the review, a member of our PODS Billing/Collections team will reach out to ************** directly to discuss. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

• Initial Complaint

  Date:10/06/2022

  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.

  n early May I scheduled a delivery of my PODs, stored in CA for over 6 months, to MN. The late May delivery date had been carefully chosen with the scheduler, by phone, to ensure that an extra month of storage would be avoided. Yet after waiting a whole day at the delivery site, no one showed up, nor did I get any notifications on what was happening. When I called later, they said they were having systems issues and could not locate my container. It took several more phone calls and multiple re-scheduled deliveries over 3 weeks before I finally received my POD in mid June. Meanwhile, an extra month of storage ($298.95) was charged to my credit card. For these problems on their end, PODs verbally offered in May to rightfully reimburse me $298.95, plus 10% of the final delivery charge as a goodwill gesture. On 5/26, $538.93 (the 10%) was briefly credited to my credit card on file, but immediately reversed on the same day. I never saw the $298.95 refund for the extra month of storage. Per email, a customer resolution specialist was assigned to me in late June, with incident report# *******. Yet, for over 3 months, my 5 emails and 4 vm messages got zero response. No one ever answered the phone. The vm recording promised a response within ***** hours.At minimum I'm looking to receive $298.95 + $538.93 = $837.88 as promised in May.I'm also looking for additional compensation for taking 2 extra days off from work, plus duplicate housing expenses for the 3-week delivery delay, as stated in my emails to PODs.

  

  Business Response

  Date: 10/19/2022

  I am in receipt of your correspondence concerning PODS customer ******************   On October 19th, 2022, contact to discuss the issue was initiated with ************ in order to address her concerns and work on a resolution.  At this time, she has been advised to contact the newly assigned Specialist directly with any further questions or concerns should they arise. 

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18176595
  
  I am rejecting this response because:

   

   They had over charged me an extra month of storage ($298.95), and reversed a promised credit of $538.93 (10% of final delivery fee) for multiple delays of delivery, all due to failures in their computer system and their inability to locate my storage unit for weeks. I'm looking for reimbursement of $298.95 + $538.93 = $837.88, as promised me in May-June 2022. PODS responded to me via BBB on 10/19 by assigning a new "customer resolution specialist" to my case, Incident Report *******. However, I have since emailed this new contact (*************************) 3 times (10/20, 11/2, 11/9) with absolutely no response. No one answered my phone call either. Exactly the same thing happened with the previous resolution specialist (**********************).
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 12/06/2022

  I am in receipt of your correspondence concerning PODS customer, ******************  Due to the concerns being directly related to their billing, the account is under review with our ********************* at this time.  Upon completion of the review, a billing specialist will reach out directly to discuss.  Should they have questions in the meantime, they may reach out to Accounting directly at ************. 

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18176595
  
  I am rejecting this response because:
  I still have not been reimbursed for an extra month of storage (~$300) due to PODs being unable to locate and deliver my storage unit as had been requested back in May. This also caused me to take off 2 days from work to wait for multiple scheduled deliveries that didnt happen, without advance notification.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 12/21/2022

  I am in receipt of your correspondence concerning PODS customer, ******************  Due to the concerns being directly related to their billing and the reversal of their previous credit, the account is under review with our ********************* at this time.  Due to the holiday period the review has been delayed and we are currently working to expedite accordingly. Should they have questions in the meantime, they may reach out to Accounting directly at ************. 

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18176595
  
  I am rejecting this response because:

  We reached out to PODs again a couple weeks ago at the phone number provided, but did not get resolution on the same remaining issues on my account. According to them, my request for full reimbursement is still pending further review. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/09/2023

  I am in receipt of your correspondence concerning PODS customer ******************   Final review of the billing confirms that $298.95 along with the discount of $538.95 was refunded on May 26^th, 2022. As the discount of $538.95 was then reversed by our system,  the refund was finalized on August 16^th, 2022 after the order was completed. Should ************ have any questions or concerns he may reach out to his Advocacy specialists with the contact information provided.

   

  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 they experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter closed.

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18176595
  
  I am rejecting this response because:

  $298.95 was *charged* on 5/26, but was never refunded then or anytime since. My credit card statements prove it. They still owe me.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/21/2023

  I am in receipt of your correspondence concerning PODS customer ******************  On January *********, follow up was sent to ************ to request the documentation needed in order to finalize review of her compensation request. At this time, she has been advised to submit the documentation to her Specialist directly as we proceed with expediting the final review.   

  Customer Answer

  Date: 03/02/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  This is an ongoing unresolved complaint, created on 10/7/22 as BBB Complaint # ********. It has been closed erroneously. After months of non-response from the first PODs customer rep - to refund a full month of ********************************************* and other expenses - a ************************************ was assigned to the case on 10/19/22. Since then, I have emailed them on 10/22/22, 11/2/22, 11/9/22, 1/30/23, with a single response from ******* on 1/20/23 saying that she would look into expediting resolution right away. Unfortunately, my refund of $299 still hasn't happened as of today. What would it take for PODs to take responsibility for their problem of not being able to locate the *** after confirming a delivery date, then taking weeks to track it, hence forcing an extra month of storage at their facility (at $299/month), and causing customer to take days off work to wait for multiple promises of delivery that didn't happen?
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/13/2023

  Our PODS advocate has been in communication with Mr. **********;to advise that the account review had been completed. We are currently developing a resolution offer to present to ************ in the hopes that the matter may be resolved amicably.