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:10/06/2022

  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.

  My *** was supposed to be delivered in ** on **** at 8:30am. I received a call from PODs on the evening of **** saying that their forklift broke and they could no longer complete my delivery. I informed them that I was going to be charged by my movers for canceling less than 24 hours in *********** said he would make a note of that in the file, that PODS would refund, and that someone would reach out to me about this. No one has ever reached out to me in response to that or my request for contact on PODs website.PODs called back a day later saying that the forklift was now working and I could reschedule. I had to take the earliest soonest option as I was going out of town. I spent hours on the phone trying to find last minute movers that could accommodate a quick turn around. While I understand that a forklift breaking is not something that could have necessarily be foreseen, it is also not my fault that PODs equipment is faulty. I was also told on the phone that this is not the first time this issue with the forklift has arisen. While this was occurring, I was also constantly speaking with PODs about receiving a certificate of insurance and hold harmless agreement as required by my building. I spoke on the phone with multiple people, I emailed multiple people. The first COI that was sent was incorrect and did not include any additional insureds as required by my building and clearly on the example document sent. I did not get a correct COI until 30 minutes before the *** was supposed to be delivered. I never received the Hold Harmless agreement. Finally someone from PODs told me that would have had to be sent to legal. My question was, and still is, why that was never done. Every employee pretended like I had never sent the agreement and just ignored it entirely. The movers I booked last minute had both documents to me and correct within 30 minutes of requesting. This was a complete failure by PODs wasting hours of my time and causing unnecessary stress.

  

  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.

• Initial Complaint

  Date:10/06/2022

  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.

  Order # ******* PODS Enterprises LLC canceled the shipping and delivery of our moving container without telling us. They picked up our filled container on September 12th in *******, ********** and were supposed to deliver it on September 24th to our new apartment in ******, **********. We found out that they never shipped it, canceled the order on the very day that they first picked it up, and didn't bother to call us at all over the 12 day span, which we informed them we would be on the road.The representative claimed that the reason for this was that they said we didn't do the Gypsy Moth form for ********** which is false because we actually did it TWICE: once on September 6th and again on September 11th. I was told by the very first delivery representative that I needed to have it done before I could ever get the shipping container in the first place.All of our belongings, especially bedding and my work clothes and equipment were in our POD. I had to go and buy all new clothes and equipment AND we've had to stay in hotels since then. These are expenses that we really couldn't afford but had to. The representative told us that we would be contacted by some Incident Response person that handles situations like these after ***** hours. We were told to keep all our receipts expenses for hospice and other things that we were negatively impacted about.It has now been 11 days and no one has still bothered to contact us regarding this situation. This is one of the most unprofessional organizations that I have ever worked with. A slight delay would have been bearable, even a week. An additional 16 days to receive all our belongings and having to sleep on the floor an excess amount of time is ridiculous. All of this could have avoided with a simple phone call.We are pursuing a 50% refund of our compensation to PODS to cover our unnecessary expenses.

  

  Business Response

  Date: 10/07/2022

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

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18175220
  
  I am rejecting this response at this time for two reasons:

  -I am in need of a few more days to obtain all possible expense receipts as requested by *********************************** with PODS

  - No actual resolution has been reached or even attempted yet.

  ****************** has appeared receptive and demonstrated a genuine response and attempt to make things right, and that is something we have appreciated.

  However, we were informed that bank statements would not suffice and all actual, itemized expense receipts would be needed. We have not had access to a scanner to email all these receipts to ****************** in PDF form. Once again, more work and inconvenience has been placed on us, and we have reached out to multiple businesses for copies of these receipts, so more time is needed.

  Furthermore, we do not find the reason that PODS canceled our shipment nor the email that they apparently sent about it to be an acceptable form of communication. Upon further review, the email sent was listed as an individual's name and appeared as a scam email. It lacked the general, automated PODS header and email address that ALL OTHER PODS emails had. Additionally, the communication about cancelation was not indicated in the header but was buried inside the email.

  We had the itinerary that our shipping container would be delivered on the 24th and we had completed the gypsy moth checklist twice. We were on the road right after this with limited data coverage in various parts of the country. Our whole life was inside this container. Once again, a simple phone call and/or voicemail would have been the appropriate means of communication and avoided this whole mess. 

  It turns out that this same incident of having shipments canceled from this checklist not submitting properly has affected others as well. One individual who moved to the same apartment that I now reside at said the same thing happened to him when he moved up from ************.

  As informed, there is a 10-day response limit. Bank statements will not suffice for PODS to reimburse us and we are still gathering other receipts and need to utilize a scanner for these receipts. Thus, we reject the business response at this time.

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

  

  Business Response

  Date: 10/21/2022

  Our PODS advocate has provided a status update to ******************** as we continue to work toward an amicable resolution in regards to Mr. ********* claim. 

  Customer Answer

  Date: 10/28/2022

   
  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 accept PODS's refunds of $377.53 and $245.24 in an attempt to rectify the situation, as stated by *******************

  While the refund amounts do not adequately cover the costs that we have faced, and we were misinformed by PODS representatives previously on what would be covered, this process has been draining so we will accept this situation.

  I advise the business to improve upon their communication methods and strategies, as well as other processes going forward to prevent situations like these arising with future customers.

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

• Initial Complaint

  Date:10/05/2022

  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.

  My husband and I used PODS moving and storage to move from ******** to *****. We paid the agreed amount for initial delivery of the pod, as well as the transit and initial month's rent fee for the pod, as well as the redelivery fee (which totaled $3,066.86). We planned to have our pod delivered within the first month as to avoid an additional month rent on the pod. On 5/28/22, I discussed our delivery date with a PODS representative, and she said the only delivery option to our area was 6/16/22 with a pick-up a week later on 6/23/22. These dates would put us into the second month, however, she said we would have the rent fee waived for our pod for 06/17/22 - 07/16/22, as there weren't delivery options earlier. Even though I contacted PODS about our delivery over 20 days before the next month of rent would be charged (they say they only need 10 days), on 6/18/22 I was charged the $318.95 for the second month's rent. Realizing the error at the end of July, I called customer service and was told I needed to speak directly with a specific Customer Resolution Specialist. I tried calling this specific Customer Resolution Specialist, *****************************, three times via phone (leaving multiple messages) and three times via email, and never heard back from her. The only communication I received from her was on 6/7/22 referencing rent for the first month, which we were not disputing! The first week of August, I called again and was told by the customer service agent that I would hear information within ***** hours and I have still heard nothing. PODS has a record of my communications with the customer service agent on 5/28/22 where she told me that the next month's rent would be waived due to their delivery scheduling, however, they have still done nothing about this and I was overcharged $318.95 for their service.

  

  Business Response

  Date: 10/18/2022

  I am in receipt of your correspondence concerning PODS customer ******************************   On October 18th, 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 should they arise. 

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18173640
  
  I am rejecting this response because:
  

  
  

  I missed BBB's correspondence on 10/19/22 which required me to respond regarding my case (ID *********. The business (PODS) has not resolved the issue--I was in direct contact with the PODS representative on 10/19/22 after they reached out to me on 10/18/22 but they have not since contacted me about their review of my complaint, and have not resolved anything yet.

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

  

  Business Response

  Date: 11/19/2022

  I am in receipt of your correspondence concerning PODS customer *****************************. Account review confirms the representative on May 28th,2022, submitted a request to have the monthly rental reviewed to see if we could waive the fee. However, as **************** was scheduling the transportation of her container on that date, it did not allow the redelivery to be scheduled any earlier; therefore, no PODS error was found. On November 19th, 2022,PODS followed up with **************** to confirm the findings and position presented on June 7th, 2022, were accurate and remain unchanged.
  
  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.

• Initial Complaint

  Date:10/05/2022

  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.

  On Oct 2, 2022 I placed an order for two 16ft PODs and was given a quoted price over the phone. On Monday Oct 3, 2022 a 12ft and a 16ft POD was dropped off and I was charged and told a different price from what I was quoted. I called customer service on Oct 3rd and was told they would be picking up the 12ft and dropping off a 16ft to correct there error on Oct 5, 2022. On Oct 5th I did not receive the second 16ft container so I called customer service back and was told they never put the order in. After talking to customer service they told me they would be charging me an addition $480 to correct an error that they made. They also refused to allow me to talk to a supervisor to get this issue resolved.

  

  Business Response

  Date: 10/07/2022

  I am in receipt of your correspondence concerning PODS customer, **********************  On October 7th, 2022, contact to discuss the issue was initiated with ************** in order to address his concerns and work on a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ************** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

• Initial Complaint

  Date:10/05/2022

  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 7/29 I called PODS and was quoted different size storage units and locations. These quotes are emailed and good through 8/5. On 8/3 I requested an order for a 16 foot unit and just to take it to a storage.On 8/4 I was granted relocation out of state in a divorce and called. I changed the container to an 8 foot container and the storage only option to a long distance move.On 8/16 I called PODS to request them to pick up the filled POD and take it Oregon where I was moving. I was then provided with a new quote that was over $1000 more than the original price. The man I spoke with said no problem they would honor the original quote that I was given and scheduled my pickup. My POD was supposed to be delivered on 9/1.On 8/17 PODS overcharged my account and still said I owed more. They would not transport my belongings unless I paid the new price of over $1000 more. I didn't have extra money to spend as I am going through a divorce and was leaving an abusive situation and driving cross country with a child. I spoke with a woman at PODS that told me she was initiating a pricing dispute but they would need to cancel my transit until it was resolved which would take about 48 hours. I had to leave my items in PODS storage unit with no transport date at this point.I didn't hear from the pricing dispute agent until 8/27. After hours on the phone she honored the pricing dispute and scheduled my transport. Transport was canceled again the next day.The pricing dispute specialist was out of office for a few weeks. Her coverage that she listed in an email was also out of office. His out of office coverage was a # that belonged to someone that doesn't work at PODS.PODS has taken out over $5000. They do not allow you to speak to managers. I have countless hours trying to resolve this and have been hung up on or talk to people that can not help. My credit card has been over the credit limit and interest has been paid. I have purchased items due to delayed transport

  

  Business Response

  Date: 10/18/2022

  I am in receipt of your correspondence concerning PODS customer *******************. Account review confirms she has been assigned a customer advocate who is in process of assisting ************** accordingly. At this time,she has been advised to contact this specialist directly to work towards resolution. 

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18173219
  
  I am rejecting this response because:

  I was assigned a customer specialist advocate who told me that my pricing dispute would be honored. It was not. After I spoke with the advocate I was charged over an additional $2000. The advocate then went on vacation for a significant amount of time. Her out of office coverage also happened to be on vacation at the same time. His out of office coverage was a person that does not work for PODS. This company is a mess and this pricing dispute has been going on for 2.5 months at this point with no resolution. I want the full amount that I have paid credited back to me. I have paid interest on this for months, I have over 30 hours of phone calls into PODS with no resolution yet. I have had to repurchase items that were in my PODS because I was given a delivery date and that was delayed by weeks. I can no longer pay my attorney in a divorce because my credit card has been overcharged by thousands of dollars that has still not been refunded. My credit score has gone down because my credit card was thousands of dollars over the limit because PODS kept charging fraudulent charges. I do not have the time or the money to continue getting nowhere with a PODS advocate. PODS needs to do better with their customer service and someone needs to take charge and figure this out. I want every single dollar refunded to me or I will pursue a lawsuit in which I will also be asking for reimbursement on the items  that I needed to repurchase and the work missed sitting on phone calls. This is deceptive practices as I was given a quote in writing and then charged thousands more with no way to stop the charges or take my credit card off their account. This needs to be fixed immediately. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/25/2022

  I am in receipt of your correspondence concerning PODS customer *******************. On October 21st, 2022, ************** was contacted and provided the findings of her account review. ************** has since been presented with the offer approved by PODS executive management. Should ************** choose to accept the offer, the PODS specialist will draft and send over the standard documentation needed in order to proceed. At this time, she may reach the Specialist directly with any further questions or concerns.  

• Initial Complaint

  Date:10/05/2022

  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.

  September 9th we had a large pod ordered to be delivered along with moving blankets, we received our charge for the pod and had no issues. We then requested a second medium pod to be delivered September 12th and recieved our second charge for our additional pod. I have no disputes there. The driver even had a large pod which he upgraded us free of charge he said. We then had set up for the pods to be moved to our new home on September 19th. Started September 18th, I have had 3 charges to my card of $89, $80.20, and $195.99. All of which were not authorized. When I spoke to a representative she told me that these charges were for "future services we had not provided that we charged in case we provided those services but since we did not I will be sure to have these refunded to you." 2 week later and I have not been refunded. I ended up freezing my credit card after the 3rd unauthorized purchase and since then pods has attempted to charge my card $730.04, $223.63, $223.63, $506.41, $223.63, $506.41, $223.63, and $197.99. I have attempted to call PODS and talk to someone about my refund 4 times. Everytime the representatives have told me then can not assist me and a ticket claim must be put in with the head branch. Which I have done several times. Additionally PODS has contacted me 6 times trying to get me to pay the $506.41 and when I ask about the other charges I am once again told they are for "future services they may provide but ended up not doing". Now PODS is calling me to pay the $730.04. The PODS containers were supposed to be picked up Oct 3rd before my month was up and without contacting me, PODS moved my pick up dates and those charges are for an additional month of having the PODS bevsyse of their change of pick up dates, I fell in a new month. As a company that claims to be military friendly and is used often for military family, I am disgusted with this company. I want my money back and charges for the additional months dropped or I will go further.

  

  Business Response

  Date: 10/18/2022

  I am in receipt of your correspondence concerning PODS customer Vanity *****. On October 18, 2022, contact to discuss the issue was initiated with ************** in order to address her concerns and work on a resolution. As her concerns are directly related to her billing, we have requested a billing specialist review the account for any duplicate charges. At this time, she has been advised to contact her Resolution specialist directly with any questions that *** arise in the meantime.

• Initial Complaint

  Date:10/04/2022

  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.

  Pods has charged my account for shipping and locked my account but my container was never shipped. When I do call all they do is hang up on me tell me someone will call me back and no one never called me back.

  

  Business Response

  Date: 10/10/2022

  ************ accepted the customer satisfaction credit that was applied to her PODS account.   PODS considers the matter has been resolved amicably. 

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year, in August of 2021, I contracted a *** storage and move. I stored my belongings in a *** in ******* for the past year until ultimately purchasing a home in ***** **********. At the time, I chose to use ********* ********** as my desired ******* Location in order to get a contracted transport price for later. I was quoted a price of $2604.79 to have my *** delivered there when the time was right and I had purchased a home in *******************. A little over a month ago I purchase my new home at ***************************************************** and called PODs to arrange transport. The person I spoke to documented my address and told me that the *** had to go to their ******** Hub (**** *************, ********, **. *****.) to ultimately be delivered to my home in *****. The employee gave me the price, which I paid and set up the ultimate transport to my home for Sept. 29. Around Sept 27, I decided to go on line to PODS.com to check the transport progress. I immediately noticed the *** was being delivered to the "************" location and scheduled for delivery to an unknown home with the same address in the ***************? I immediately saw that instead of putting in my correct zip code of ************** was entered and populated an ******* address instead of *****. I quickly called and was told nothing could be done and I was going to be charged for their error and I would have to seek reimbursement. From ******* to the ******** Hub is actually 40 miles less than to ************. In addition, I now had to pay an additional months rent . I was charged $567.86 and $439,69 additional for THEIR mistake. If I did not pay. They were in essence going to "Highjack" my rental *** until they got their money. It is now October 4 and I am scheduled to receive my *** tomorrow. Hopefully. I am seeking a refund of the extra money I was charged for their mistake.

  

  Business Response

  Date: 10/21/2022

  I am in receipt of your correspondence concerning PODS customer ******************** Account review confirms that **************** was contacted on October 12th, 2022 and offered a refund by PODS to resolve the matter amicably. After processing it may take **** business days for the refund to post back to the primary card on file.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that **************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that he experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18167631
  
  I am rejecting this response because:

  Thank you for your response.  In reading the letter I was sent,  just so it is clear,  the response from PODS gives the impression that they refunded me money out of simply customer service.   This is not the case.  The money they refunded me was money they arbitrarily deducted from my bank card they had on file for THEIR ERROR.  They give the impression they compensated me something out of customer service.   I called them at least 10 different times trying to resolve the issue.   The error was their employee who inputted the incorrect address city which routed the *** to a wrong *******.....********* **, versus ******** **.   Then even after I luckily caught the error and immediately called them.  They did not, or could not stop the transit of my container and CHARGED ME for THEIR ERRORS.   

   

  At any rate.  I just wanted that clarified for the record.  I did get a refund, but it should really have never happened.

   

  Thank you very much for your assistance.

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

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18167631
  
  I am rejecting this response because:

  BBB,

  In reviewing my on line banking statement yesterday.  I noticed that PODS has arbitrarily decided to take $179.00 from my checking account without my authorization or approval once again.  I do not know what this was for and it was not authorized.  I have contacted my bank,  ***** Fargo and have reopened my charge back case.  

   

  To ensure they do not do this again,  I have canceled that Debit Card and have a new one coming.  I have no idea of what or why they decided to now "balance their books" with my banking account, but when I spoke with PODS **************** I was told an amount that I was being reimbursed and it was ultimately sent to me.   Now,  for whatever reason?? They took it upon themselves to again just deduct money from my account to balance their books.  I really do not care what their reason for taking the money from me is. I had spoken to a **************** Representative who "told me"  the amount that was being reimbursed to me would be and it was sent back to my account a few weeks later.  My transactions with PODS was done.

   

  Can you please re-open my case and assist me once more.

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

  

  Business Response

  Date: 11/12/2022

  I am in receipt of your correspondence concerning PODS customer, ******************** Account review confirms that when **************** was contacted on October 12th, 2022, and offered the refund, it was confirmed there was one final open invoice of $179.00 for the final delivery of his container. As the charge of $179.00 is valid, PODS will not be refunding that charge as the $1216.67 was already presented and accepted. 

• Initial Complaint

  Date:10/04/2022

  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've been renting a POD from them since 2020 because my house got damaged from a flood. The City of Columbia is rebuilding my house and I move the container from my yard to their storage facility. Now once my house was demolished, I moved the container back to my house and they are still charging me for it being at the storage facility instead of it being at my house. I have called this company several times and every one I have talk to has lied. I wish I had to come here first to see all the complaints. When you look at the documents, you will see they are charging the same price as if it was at the storage facility.

  

  Business Response

  Date: 10/14/2022

  I am in receipt of your correspondence concerning PODS customer ***********************. On October 14th, 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 questions or details should she have to provide. 

  Customer Answer

  Date: 10/18/2022

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

• Initial Complaint

  Date:10/04/2022

  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.

  In essence, my son *************************** and I (*****************************) shared and account where we each had 16' containers. We decided to separate the account to have my son's container in his own account. We already had orders in place for his container to be transported from ** to ** and he had already been given an amount that he was going to be chaged for this service $2539.68. However, ***** ended up being charged $3496.50 to transport container 95435BX from the *************** facility to the ****** ** facility. The correct amount that we were quoted and accetped was $2539.68. The quote was given when the 16' container was under my personal account ********* (See quote for 7/8/22) for the transport. However, we decided to transfer the items of this container to a new 16' container and put it under a separate account (my son's account) Account #********* because this container belong to him and it was to be billed under his account. However, when the customer rep. created the account for my son and entered the order for the transport to ** she entered a different amount in the new account. The difference between the amount quoted and accepted under the first account for the transport of the 16' container to ** and under the second account ($3496.50) was $956.82. We did not agree to that amount and did not authorize that amount to be charged to my account. We are requesting a refund of the $956.82 to the **************** account.

  

  Business Response

  Date: 10/06/2022

  I am in receipt of your correspondence concerning PODS customer ****** & ****************************   On October 6th, 2022,contact to discuss the issue was initiated with ****** & ***************************  in order to address concerns and work on a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ****** & *************************** may have endured.   PODS Enterprises,LLC prides itself on its quality customer service and we regret that ****** & ***************************  experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18166011
  
  I am rejecting this response because:

   

  I accept the business response in that they appear to want to discuss and resolve issue.  However, since the matter has not been resolved I would appreciate that the matter remains open until a resolution is achieved.

   

  
  
  Sincerely,
  
  ****** & ***************************

  

  Business Response

  Date: 01/23/2023

  Our PODS customer, ***************************, accepted a settlement to his claim on November 24th, 2022 via signed release.      PODS considers that the matter has been closed with the agreed upon resolution of the credit refund provided.
  

  Customer Answer

  Date: 01/24/2023

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