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 Moving & Storage

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

  
• 

  PODS Moving & Storage

  15635 Hudson Ave Spring Hill, FL 34610-7606

  
• 

  PODS Moving & Storage

  4050 Louis Ave Holiday, FL 34691-5600

  

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:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a *** beginning in March. My family and I were moving to a new construction home, so our entire house was packed into the *** while our new house was being built. It was kept in PODs storage until August 2nd. I spent over $1,200 in storage charges only to receive our *** back completely infested by mice. Every box of belongings had droppings and urine. Many items were destroyed by the mice. Every single item required cleaning, disinfecting, and washing if it did not need to be thrown away. There were also 6 dead mice in our *** that we had to dispose of ourselves! It was traumatic. I filed a complaint with PODs and have gotten terrible communication from their representatives. The claim was filed nearly two months ago, and I still have not gotten any resolution from them. Every time I have reached out, I have been told they are working on gathering information for my claim, and then I never hear anything back again. My customer ID number is *********.

  

  Business Response

  Date: 10/14/2022

  I am in receipt of your correspondence concerning PODS customer **************************  On 10/4/2022 & today 10/14/22 contact to discuss the issue was initiated with **************** via email requesting a claim form be filled out and returned for review in order to address their 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:10/03/2022

  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.

  I had scheduled a morning *** delivery for 6/2/2022 to drop off my household goods (reference PODS Customer ID **********. Based upon the scheduled delivery, I scheduled College Hunks moving company to be at my house on 6/2/2022 at 12:30 pm to help unload my ***. The evening prior to the delivery, I received an email from PODS stating the delivery window the next day would be from 1:00 - 4:00 pm. I immediately contacted PODS customer service who confirmed I had scheduled a morning delivery. However, they noted it had just been changed to the afternoon. **************** reached out to the local delivery supervisor and also emailed him that I needed a morning delivery because I had movers arriving at 12:30 pm. I was then told to follow up the next morning to confirm a morning delivery. The following morning I did so but customer service was unable to reach the local supervisor. I was told there was a note to the supervisor and should expect a morning delivery. At 10:30 am I still hadn't received my *** container so I called again. At that point, I asked to speak to a manager who then reached out to the local delivery supervisor who advised the delivery would come ASAP. At approximately 12:30, my movers arrived yet the PODS container still hadn't. Thus, I called PODS for the fourth time and was told the delivery would be coming within an hour. An hour came and and still no PODS container. I eventually received the *** at 3:30 pm and had to pay for 3 hours of wait time for the movers, costing me an additional $625.18. The PODS driver told me he was never advised the container needed to be delivered in the morning. He showed me a sheet that had me as one of the last of the day. I tried to resolve the matter via PODS Customer Advocacy Specialist *********************************; however, after providing her with all of the receipts and documentation, two months later I have not received resolution despite my attempts (reference PODS Incident #******* for correspondence).

  

  Business Response

  Date: 10/14/2022

  I am in receipt of your correspondence concerning PODS customer *******************. On October 7th, 2022, follow up was sent to ************ to confirm the findings and an offer was presented. A refund has since been submitted on ************** behalf. At this time, should he have any further questions he may contact his Specialist directly to advise.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************ may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that he experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

• Initial Complaint

  Date:10/03/2022

  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 moved from Virginia to Lousianna using Two Pods containers. Our Pods left Virginia in Early June. We attempted to set a delivery date knowing the website says it can take up to 7 business days. When we called and messaged online Deliver could not happen for over a month as the Leesville location was down a delivery truck for repair. We were told we would not be charge the rent for both pods as it was not our fault it could not be delivered. We were charged $527 on June 24th for rental of the pods. Called as was told we would ,be refunded we were not. Was told we would not be charged again and were. Then when we called to set up to return the Pods again, they could not pick up for over another month. was told we would not be charged again Since it was their delivery truck that was broke and yet on July 24th we were charged another $527. We were also told we would not be charged the delivery fee of $199 delivery fee for the inconvience and for the interest on our credit card from the charges and we were. We understand automatic payments can happen even with notes on the account. we have files with multiple claims trying to get back the $1,054 with pods directly not even worried about the delivery fee. For them to offer us $100. This is not acceptable. The agent ***** that was assigned our case multiple no returned emails or calls and ignores request to speak to a supervisors

  

  Business Response

  Date: 10/04/2022

  I am in receipt of your correspondence from *************************** concerning our PODS customer.   On October 4th, ************ 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:10/03/2022

  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.

  Customer #********* ********* **** *********
  Originally ordered a POD on 8/17 Order #3685237 Quote #101848609 (see attached) to be picked up from GA and delivered to RI for a total of $1,890.92 and $524.20.
  **The POD was to be delivered to my home on 23 August and it was. It was to be picked up on the 25th but it wasn't til the 27th.
  **My credit card was charged $1,890.92 on 19 Aug and again for the $524.20 on 22 Aug
  **I accepted a job in VIRGINIA and called to have my POD rerouted on 8/31 (see attached), the POD was still in Macon so the $1890.92 was refunded to my credit card and I was recharged $1761.52 to divert my stuff from GEORGIA to VIRGINIA.
  **I checked every day of the TWELVE (still 12 days even though it was half the distance) whole days that it was supposed to be in transit. Every day I called, looked online, checked the app the destination stated Chesapeake VA.
  **I called on the 12th and was told it had arrived.
  **On the 13th a new Invoice (see attached) stating that my POD WAS IN RHODE ISLAND!!!! AND THEY WANT ME TO PAY OVER $2,400 TO GET IT TO VIRGINIA which is more than I was going to pay to get it to RI and its half the distance.
  At this point, it has sat for 3 weeks in Rhode Island. I do have a customer advocate, Stephanie Ramirez, and though she has been very kind, I have not received the satisfactory results I have paid for.
  ANY HELP IS APPRECIATED, THANK YOU

  

  Business Response

  Date: 10/06/2022

  I am in receipt of your correspondence concerning PODS customer,
  ********* *********.  One of our PODS advocates is currently working with
  Ms. ********* in order to reach a satisfactory resolution.
  
  We place tremendous value on our customers and strive to attain the
  highest standards in the industry. We sincerely regret any inconvenience that
  Ms. ********* may have endured.   PODS Enterprises, LLC prides itself
  on its quality customer service and we regret that Ms. ********* 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: 10/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I changed my destination in time and paid for the change. I'm not even sure if my pods is in Rhode Island based on the manifest attached which states it was still in GA on 11 Sep yet pods says it arrived in RI on the 12th. Also. The new invoice was produced on the 13th.........this has been an issue for almost a month. Where is it and why is it not in VIRGINIA? Any help is appreciated. 
  
  
  
  Sincerely,
  
  
  
  ********* *********

  

  Business Response

  Date: 10/18/2022

  Our
  PODS advocate is currently consulting with our management team in order to move
  forward with a viable resolution for  Ms. *********.

  Customer Answer

  Date: 10/19/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have recently received a manifest (see attached) stating my POD was in GA on the day prior to it supposedly arriving in RI. I feel PODS does not know where my POD is located. How could it go that distance in one day when i was quoted 12 days to go from GA to VA???? To rub salt in the wound my advocate sent the attached email stating my POD could move forward then RECALLED THE MESSAGE. What is going on??????
  
  
  
  Sincerely,
  
  
  
  ********* *********

  

  Business Response

  Date: 11/01/2022

  Our PODS advocate presented a customer satisfaction credit that was accepted by Ms. *********.  PODS considers that the matter has been resolved amicably.

  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. Please do not charge my credit card anymore. Actually, if you remove my information from your system completely I'd appreciate it. Thanks!!
  
  
  
  Sincerely,
  
  
  
  ********* *********

• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two pods for delivery and storage from ******, ** to *****************. While the PODS and our contents that are being stored we believe to be fine, the second delivery driver ran the PODS towing tool into ********** awning and destroyed our gutter. Our house is under contract and this must be fixed ASAP. I took photos as I watched the truck smash into our gutter and proceeded to document the truck, the license plate, and called to make a claim before the driver left. I sent photos and two quotes ( which pods required) for fixing the gutters but the claims Rep ******************* has failed to reply to any of my emails after the initial complaint filed on 9/16/22.I need to get this fixed ASAP as the damaged occurred while we were under contract.PODS Claim PRO-********

  

  Business Response

  Date: 10/14/2022

  I am in receipt of your correspondence concerning PODS customer *********************************. As of today 10/14/22, ******************** has been sent a release form to have her property damage claim resolved. ******************** has been advised once the release form is signed and returned we will have the funds to repair the damage refunded accordingly to have this claim resolved. 

  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: 10/26/2022

   
  Complaint: 18155155
  
  I am rejecting this response because:

  I returned the document to The PODS rep on 10/18 and have followed up two times without any additional response or confirmation. I have checked my bank account and am still awaiting the PODS refund. This process has been unbelievable, especially when your company damaged our house that we were selling. If we didnt pay your company for 30 days I bet you would call me daily. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/09/2022

  As of 11/2/22, ******************** was contacted via email advising the refund to resolve her claim was submitted to billing. The time frame to receive the refund back to the card on file was given of 5-7 business days from the date of 11/2/22. The claim has been resolved for ******************** and no further action is required. 

  Customer Answer

  Date: 11/10/2022

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

• Initial Complaint

  Date:09/29/2022

  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 tenant hired PODS to move and PODS truck damage the front gate as they drove in. the driver admitted that it was their fault and i have recorded everything under my camera. We filed a claim and the adjustor keeps ignoring me and not responsive. I tried to contact customer service at ********************** and they keep transferring me and try to avoid this issue. what else can I do?

  

  Business Response

  Date: 10/17/2022

  We are in receipt of the correspondence concerning 3rd party - *******************. On August 29th, 2022, a claim was filed by the PODS customer **********************;though documentation of the loss did not follow until several weeks later. Due to the various parties involved, the claims processing was delayed while we completed a full review with the appropriate interests. As of today, October,17th, 2022, PODS Executive Resolution Specialist reached out to ******** &****************** to apologize and reach settlement for the repairs. A standard business release was drafted and distributed accordingly. Upon receipt of the completed document, we ask that ******** please allow ***** days, plus normal mailing time for the physical check.
  
  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 Enterprise, LLC prides itself of its quality customer service and we regret that ******** feels he experienced anything less. We sincerely apologize for any instance where an individual is not completely satisfied with a PODS experience. When notified of less than satisfactory experience, we endeavor to review the processes that gave rise to the feedback and take appropriate measures to address their comments. With receipt of this correspondence, PODS considers this matter closed.

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Pods for a July 15th delivery (account # ********** upon delivery the pod was unable to be opened. When I called pods on July 15th they responded saying they'll have a team come out to open the pod for me... That never happened. They did not come out to the property but did delayed my movers by a day and caused great inconvenience (couldn't move into my new home) I called pods the next day again July 16th and they ensured a team would reach out to me again to open the pod... never heard from them. After this incident I called Pods and spoke to customer service who on a recorded line said they would be refunding my full cost of the move. That has yet to happen and I have not heard back yet from the agents assigned to me. I've called multiple times to pods and all I've been told is the "agent will contact me in 3-5 days" I've received that statement 10 times since July and still haven't received a call back. That is incident #1 in a small nutshell. Incident #2 was the property damage caused by negligence of the drop off driver. The pods driver who dropped off the pod did not put plastic corners on the driveway so in the 100 degree heat the metal pod sunk and permanently damage my driveway. This was brought to my attention by the driver who picked up the **** He mentioned that this was installed incorrectly and permanently damaged the driveway. The driver of the pod took pictures for his records and I did also. Which I will attach below. My goal here is not to rip off pods I just want to be compensated for the damages to my new driveway and the money I was ensured I'd receive (twice when I spoke to a pods customer service rep on a recorded line) is going to happen. At this stage I've called and emailed over 20 times and the BBB is really my last hope!

  

  Business Response

  Date: 10/13/2022

  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. 

• Initial Complaint

  Date:09/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been dealing with PODS for about a month and a half with customer service telling us that they are unable to give us the weight of our pod. We need this in order for us to get reimbursed because we are military family moving across the country and we have yet to receive any kind of weight ticket. We have been patiently waiting for about a month for this ticket and nobody has given us an answer, nobody has helped us find a resolution, nobody has even gotten back to us as far as what process theyre in or if our pod is even at the location they said it was. We are simply a military family just looking for a weight ticket so that we may get reimbursed and its smooth transition so when we move across the country were not having to worry about expenses because of failure on their part.

  

  Business Response

  Date: 10/14/2022

  I am in receipt of your correspondence concerning PODS customer ****** and *****************************. Account review confirms the tickets have since been sent to the Brindleys as requested. At this time, they may reach their Specialist directly should they have any further questions or concerns.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. and ********************* 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 resolved.

• Initial Complaint

  Date:09/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted PODS to move my container form ******* ** to **. As I didn't have an address at the time, I used ****** ** as the zip code for the purposes of quoting the cost of transport at $4213.70. On July 7, I bought a home in **********, **, on East Coast, other side of **, and call PODS to have the container moved from ******* to **********. I also questioned the original transport fee since the distance from ******* ** to ********** was less than to ****** **. The PODS representative, *******, (taped conversation) said I had originally said ******, and yes, but I told her I moved across state. I have her the new address, and asked if there was a different facility the container would be moved too, and she said no, that the only facility in ** was *****************. As a result, the *** was delivered to ********* on July 21, and was attempted to be delivered to my home address but with the ****** ** zip code. My zip code is not ****** but **********. As a result, the original contract which I paid in full was closed out, and a new contract in amount of $1374.35 (******, ******) was billed on my CC to move the *** from ***************** to ********, **, and finally to my home in **********. I have tried since July 20 to resolve this with PODS representatives, opened a dispute case # *******, but never am able to talk to somebody about their findings of the taped conversation on July 7, and always get disconnected from them w/never a call back. I have placed around 8 calls to them, but to no avail. They have since re-submitted these charges to my CC company and I need help from you to get my money back as they submitted paper work to my CC company stating I requested my *** to be moved to a non-existent address. Are you kidding me, this is just wrong! The PODS representative did not update the database w/the proper zip code that I had provided to her and now I am out a considerable amount of money for an error made by them, not me. So, unethical of them.

  

  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 details or documentation she may have to provide.