Complaints

This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  1209 W Market St Smithfield, NC 27577-3338

• 

  Pods

  601 NW Mercantile Pl Port Saint Lucie, FL 34986-2258

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

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

  

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:06/05/2025

  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 used the internet to research and book a PODS delivery, pick up, and storage. It asked what you wanted and I chose 2 - 16' containers to be dropped off at my existing address and then moved to my new address approximately 13 miles away. Also wanted to extend the timeframe to 2 months total so we had time to move in and properly store our items. The internet quote was for roughly $630. That seemed very fair for the process so I booked the pick up date and the removal dates: At least I thought I did. Drop off was 5 days after the date requested. They damaged both sides of my driveway but made me sign a release before they left or I wouldn't get the PODS. Later scheduled the removal and delivery to new address. Today I received another charge on my credit card (charge #4) for $440 +/- that was over and above the internet quote. After speaking with 3 representatives all of which are rude and arrogant. They said well we sent you an email with the charges and you're at fault for not catching the error if there was one. Needless to say the charge is double the internet quoted amount, the shipping dates are moot and the customer service **** are complete jerks. This is a bait and switch scam that is going on without notice. I will spend as much time as I have to dispute this companies unethical policies.

  

  Business Response

  Date: 06/16/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *** *******.
  Our records indicate that Mr. ******* placed his order online, and the charges applied were consistent with the pricing presented at the time of booking. A 30% promotional discount was correctly applied to the Initial Delivery, the first Monthly Rental, and the Final Pick-Up fee, in accordance with the terms of the promotion. The second Monthly Rental was charged at the standard rate, as the discount only applies to the first month of rental service. These details were previously communicated to Mr. ******* via email on June 7, 2025. We believe this matter has been addressed appropriately, but we remain available should the Bureau require any additional information.

  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ******* may have endured. PODS Enterprises, LLC prides itself on its quality customer service, and I regret that Mr. ******* feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less-than-satisfactory experience, we endeavor to review the processes that gave rise to the feedback and take appropriate measures to address their concerns.

   

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23432588
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *******

  Customer Answer

  Date: 06/20/2025

  I have been in contact with one of their dispute resolution folks and we have traded many calls.  Once you create an online quote they send you a contract, keep in mind it is not written in sync with that online quote, and then the online quote is deleted and supposedly not accessible by PODS or the customer.  Seems not only odd, but convenient to change the information on their end.  While it may be true that I did not read through the multi page confusing email they sent me, I never expected it to be different than that which was quoted online.  I then created a new quote online with the same exact parameters as my original quote and received a quote even less than the original one.  I used this screenshot to send the dispute resolution lady, and her comment was that the date of the quote did not match the time frame of my complaint and therefore it did not prove anything.   If I ran my business like this, I would not ever have another customer.  The information is misleading and downright deceptive.  Why would the online quote not be retrievable?  Does that sound like someone you want to do business with?  

  

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond to Mr. ******* concerns.

  According to our records, Mr. ****** received an online quote through our website. As noted in our terms, quotes obtained online are valid for 7 days from the date they are generated. Once that period passes, the quote expires, and any subsequent bookings are subject to current pricing, which may vary based on availability, timing, and market conditions.
  

  In Mr. ******* case, it appears a new quote was generated after the initial one had expired. While the details of the quotes may have appeared similar, the pricing reflected updated conditions and applied to a different reservation window.
  

  We have reviewed the transaction and confirmed that the amount charged matches what was displayed in the order confirmation and final invoice at the time the reservation was completed.
  

  We understand how pricing differences may cause concern, and we appreciate the opportunity to clarify how our quoting and pricing structure works. Based on our review, we believe the charges applied align with our policies and the information presented at the time of booking.
  

  
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23432588
  
  I am rejecting this response because:
  Their explanation is so wrong I didnt want to waste anymore time responding to this ridiculous company.  I am challenging the charges made to my credit card.  The whole internet quote system and 7 day pricing is not even remotely related to the bait and switch tactics they pulled.  I received a quote online for $638.  I placed the order at that time.  Not 7 days later.  They charged my card on 3-4 occasions totaling over $1,000.00.   I only created a second online quote to PROVE TO THESE IDIOTS that you can still receive a quote for less many than was charged to me for these services.  Its mind boggling how they can act like I didnt receive the online quote for $638.  Where is the quote?   Why do their online quotes disappear?   Im challenging and contacting the ** attorney general and filing a complaint.  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 07/10/2025

  Thank you for your continued feedback.
  We understand Mr. ******** dissatisfaction and have reviewed the matter once again. However, we must respectfully maintain our position based on the facts and documentation available.
  As previously stated, the original quote obtained online was valid for 7 days in accordance with the terms clearly presented during the quoting process. The charges incurred reflect the pricing and services confirmed at the time of booking, not the earlier expired quote. While Mr. ****** may have generated a second quote afterward to compare pricing, this does not retroactively alter the charges associated with the confirmed reservation.
  All billing activity aligns with our pricing policies and was fully disclosed in the order confirmation and final invoice. While we regret that Mr. ****** feels misled, we have found no evidence of deceptive practices or billing outside the scope of agreed terms.
  We will provide all necessary documentation to the credit card issuer and regulatory authorities as part of any formal inquiry. At this time, no adjustment to the charges will be made, and our response to this complaint remains unchanged.

• Initial Complaint

  Date:06/05/2025

  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 chose pods to assist in my moving because hauling everything I own in a Uhaul van is miserable. My expected experience is that they would provide me with the bare minimum information when it came to getting the pods delivered but they didn't provide clearance information for their truck on delivery and were unable to deliver it to the correct spot and then left immediately and told me to file for a permit (could not tell me which permit) so that I could block traffic and then when I called back to try and determine the things I needed to do, they gave me their next available date for delivery, a week away. It's mind boggling to me that they could leave out this critical information that's required for delivery to an address they were told in advance. Today is the first I'm hearing of these permits and none were required in **, so now I'm screwed and have to wait another week to get ahold of my stuff rather than being able to do so today as I've been told I would have been able to do.

  

  Business Response

  Date: 06/11/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** *******. On June 6, 2025, and June 11, 2025,we attempted to contact Ms. ******* regarding her delivery concerns. A voicemail was left, and a follow-up email was also sent to facilitate further discussion.
  
  At this time, we kindly ask that Ms. ******* respond directly to the emails sent by PODS so we may continue working toward a resolution.
  

• Initial Complaint

  Date:06/05/2025

  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 an 8 *** container on May 15, 2025 for a scheduled delivery date of May 16, 2025 to my previous home. The *** was delivered as scheduled on May 16, 2025 to my home. The *** was then picked up from my house and taken to the ********************************** facility as scheduled and was then supposed to be deliver to the ********************************** facility on June 7, 2025.I logged into MyPODS account this morning (June 5, 2025) and saw that details regarding my *** delivery were changed without my knowledge. I am on the phone right now (June 5, 2025) with PODS customer service to find out where my *** is and why delivery details were changed without my knowledge. I was told at the beginning of this call that they made a mistake and cancelled my order so my *** is still at the ********************************** facility when it was supposed to be in transit to my final destination which is the ********************************** facility. Now after being on hold for over an hour Im being told that my *** is at the ********************************** facility even though my online account is still showing that its at the ********************************** facility. I was scheduled to pick up my *** at the ********************************** facility on June 9, 2025 with movers that I already scheduled and hired. But I dont know if my *** is still at the ********************************** facility, if it is in transit, or if it is at ************************************** facility. Im trying to be transferred to a supervisor at PODS to figure out where my *** is and why my order was cancelled without my knowledge but I keep being put on hold. This is unacceptable. Where is my ***? And when can I retrieve my items? I need to coordinate the ********************************** facility unloading with my movers asap and I cant do that without being given factual information by PODS. This is quite literally the most terrible customer service I have ever experienced.

  

  Business Response

  Date: 06/17/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** *****. On June 12th, a ********************** Advocate connected with Mrs. ***** to discuss the next steps in the claims process. Following that discussion, a resolution was reached and confirmed as satisfactory by the customer.
  At this time, we respectfully request that this complaint be closed as resolved. Should you have any questions or need further assistance, please feel free to respond directly to this email for the most efficient support.

  Customer Answer

  Date: 06/19/2025

   
  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:06/05/2025

  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 had stuff transported by PODS and they damaged my Computer in the process of the move. The insurance does not want to cover it and are blaming it on "mechanical or electrical derangement" which i proved was impossible to occur the way the computer was packaged up. They also said it was "vibration or shifting during transport" that may have caused the issue and i sent photos proving it was not normal vibration or shifting that occured during transport and it was major movement that caused damaged to other items as well. In photos you can see how everything heavily shifted and even was completely out of place as well. The bubble wrapped item is a TV that was in the back of the container that ended up in the front. Thats how badly the trailer was moved and damaged other items as well.

  

  Business Response

  Date: 06/05/2025

  I acknowledge receipt of your correspondence regarding the customer from **********************, ***** *****. Please note that the *** contents coverage purchased by the customer is managed by a third-party company, ************, and not by PODS Enterprises, LLC. Therefore, we can only provide information on how the coverage was initially presented. Since ************ oversees the claim review process and makes the final determination, any disputes or requests for updates regarding the claim should be directed to them.
  
   
  
  Given that the customer's concerns are specifically related to the denial of the claim, we kindly request that this complaint be removed from PODS Enterprises, LLC and forwarded to ************ at ******************************************************. When forwarding, please reference the complaint filed with the West Florida BBB, complaint # ********, on behalf of ***** *****.
  
   
  
  Should the customer wish to dispute the denial of their claim, they will need to contact ************ directly in writing or by responding to their emailed communications and follow their dispute process.
  
   
  
  At PODS Enterprises, LLC, we highly value our customers and are committed to maintaining the highest standards in the industry. We deeply regret any inconvenience Mr. ***** may have experienced. We take pride in our quality customer service and are disappointed that Mr. ***** feels their experience did not meet our usual standards. We sincerely apologize for any dissatisfaction and appreciate the opportunity to review and address the processes that led to the customers feedback. With this response, ********************** considers the matter appropriately addressed and forwarded.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23428335
  
  I am rejecting this response because: the insurance provider is saying it is PODS fault for the clearly excessive motion of the PODS container that caused the damage to the computer was during the transportation of the container. Although there is no physical damage to the container itself, everything inside was visibly not transported with care. Multiple things were damaged. The computer being the most expensive of the items is the reason for the claim in the first place. I need this resolved immediately because it has been almost a month now with nothing but false rejections stating that it was due to a mechanical or electrical failure even though caution to prevent these things were put in place before initial packaging of my computer. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/19/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** Perez . On June 18th, 2025, a PODS Advocate connected with Mr. ***** to discuss the next steps in the claims process. Following that discussion, a resolution was reached and confirmed as satisfactory by the customer.
  
  
  At this time, we respectfully request that this complaint be closed as resolved. Should you have any questions or need further assistance, please feel free to respond directly to this email for the most efficient support.

  Customer Answer

  Date: 06/19/2025

   
  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:06/04/2025

  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 used the company PODS delivery to have use of an container. I have an email documenting what the quote was for services. They overcharged me immediately when I asked about having a container delivered. I was quoted $558.10, they charged $794.41, had no explanation. Gave me the entire phone call runaround with their outsourced employee who laughed, made fun of the issue that their employee made an error and kept me on the phone playing games. Refused to transfer to a supervisor and did not credit my money back. They over charged me $236.31, now they are saying they're going to charge me an additional $83.00 to pick up their *** and that was not explained to me either. They are a fraud ripping customers off and doing a bait and switch with fees and lying. I never authorized auto pay. They threatened me that they would not pick up the *** if I demanded to be removed from auto pay and that I would have a collection balance, after they over charged me the money. They lie, won't resolve the issue and keep you on the phone to argue the charges. I need reimbursement asap. I am on a medical life threatening disability and the man, *****, was laughing when I told him that this was unprofessional and I need my credit card reimbursed immediately, he refused to do that.

  

  Business Response

  Date: 06/06/2025

  I am in receipt of your correspondence concerning PODS customer, **** **********.  Our ********************** advocate spoke with **** ********** on June 6th, 2025 and presented a resolution to the claim which would provide **** ********** with the amount for the move that they expect (if the move had been completed in one month).   Once the container is picked up empty we will be able to proceed with the billing adjustment.   We appreciate **** Airringtons patience as we go through the resolution process. 
  

   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:06/03/2025

  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.

  I rented a *** on May 6, 2025 and had a delivery date for Monday, May 12th. On May 12th I received a call telling me that they only deliver to my area on Wednesdays. So they switched to May 14th. I was given a window of delivery and waited all day. I finally called and was told the driver was running behind but that it would be delivered by 7:30pm. I was told he had already delivered 10 PODS and had 2 more in front of me. It was getting close to the time and I received another call saying he was broke down and he wouldnt be able to deliver the *** that day. They assured me that I would be his first delivery the next day, May 15th. He did not show up until noon. He then told me that he was broke down for 5 hours the previous day and only delivered 3 PODS, which contradicts what I was told. I was given an estimate of $538.15 when I reserved the *** and the actual amount was a little bit less at $508.64. However, they are now taking out an additional $284.19 for the pickup fee. Which, according to the estimate, was included in the original estimations. I was told today when I called about the new charge coming out that they dont change their prices but they very clearly do. I didnt even use the *** literally 10 days. I requested a pickup on May 26 and the *** has been empty the entire time. I feel this is very misleading and I dont understand why I wouldnt get some sort of refund considering I havent even had it a month. I would not be upset about this if it wasnt for the fact that pickup cost was clearly stated in the original estimate. I have screenshots of the estimate, the actual bill and my bank account receipt of payment. I dont think this is good business practice. When you are quoted a certain amount and then they add on some random payment for something you thought you already paid for, its quite frustrating. Not sure if anything can be done but I certainly feel like I deserve some sort of refund considering all the trouble I had to even get the ***.

  

  Business Response

  Date: 06/07/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** *******. On June 5th, 2025, contact to discuss the issue was initiated with Ms. ******* in order to address scheduling and pricing 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 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: 06/11/2025

   
  Complaint: 23416071
  
  I am rejecting this response because:
  I have not received any response from PODS concerning my complaint. 
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/21/2025

  I am in receipt of your correspondence regarding the complaint submitted by PODS Enterprises, LLC customer, ***** *******.
  A comprehensive review of the matter was previously conducted, and the resolution was deemed appropriate based on the facts and documentation available at that time. In the interest of customer service and due diligence, we revisited the issue upon receiving your feedback. After a second thorough evaluation, PODS Enterprises, LLCs position remains unchanged.
  The claim was carefully assessed, and our records confirm that the customer booked the order online. All associated fees were clearly disclosed during the booking process and accurately reflected in the final billing. We are confident that the matter has been fully and accurately reviewed.

  

  Business Response

  Date: 06/26/2025

  I am in receipt of your correspondence regarding PODS customer, Ms. ***** *******.

  
  Our review confirms that the pricing displayed at the time of booking accurately represents the charges incurred. Ms. ******* disputed the final pick-up fee of $284.49 for the empty container. She shared a quote based on a ZIP code estimate (*****), but the order was placed online using her full-service address. The price provided at checkoutreflecting the specific dates and addresswas clearly outlined in her confirmation email and within her online PODS account.

  
  ********************** provides pricing dynamically, and quotes can vary depending on location-specific logistics and service details. The pricing visible at checkout, along with the email confirmation, reflects the accurate and final charges agreed upon at the time of booking.

  
  If you have any questions or need further clarification, please reply to this email for a prompt response.

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23416071
  
  I am rejecting this response because:
  The estimate given was completely different from actual invoice. They can twist it however they want. And what makes it worse is that I didnt even use the *** for 2 weeks and had to wait over a week with it being empty before they would pick it up. When I called to dispute the charge I said I was going to my bank and stop payment on the pickup fee, I was told that they would NOT pick up the *** if I did. I wasnt even offered a refund for not having the *** a full month. I will NEVER use PODS again nor will I EVER recommend them!
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/03/2025

  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.

  *********, ************* in general. Scheduled a long-distance move without my authorization or notification and charged me close to $4000. Rescheduled delivery of "guaranteed dates" without my authorization or notification and charged me an additional month of storage.....twice. I was assured the permit to deliver container on city street was "obtained" and "authorized," and I was provided with a"record number." In actuality, no permit, no delivery. I was provided with misinformation on countless occasions, hung up on when trying to clarify misinformation, and one "representative" changed the email address associated with my account after said call. There has been no accountability or acknowledgment of poor business practice, deceptive practices, poorly informed employees and horrendous customer service. My "case" was abruptly closed after expressing my dissatisfaction with compensation and lack of communication. I have been profoundly inconvenienced, and I still don't have my container.Update: I had a customer advocate reach out after this posting. PODS refused to offer any additional compensation. I finally received my container 2 days ago. The inside of the container and all of my belongings are covered in rodent f**** and urine. I sent photos and an email to the customer advocate.....no response.

  

  Business Response

  Date: 06/16/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** ****. On June 5, 2025, ********************** initiated contact with Ms. **** to address her scheduling concerns and begin working toward a resolution. We value our customers greatly and are committed to providing service that meets the highest industry standards. We sincerely regret any inconvenience Ms. **** may have experienced and apologize for any dissatisfaction with her PODS experience.

  
  At PODS Enterprises, LLC, we take customer concerns seriously. When we are made aware of an issue, we thoroughly review the circumstances and take appropriate steps to address and resolve the matter. In line with this approach, on June 16, 2025, Ms. **** was asked to complete a claim form to formally document and substantiate her concerns, which would allow us to proceed with a full evaluation.
  We remain committed to working with Ms. **** to reach a fair and appropriate resolution.

• Initial Complaint

  Date:06/03/2025

  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.

  Date of transaction: 4/7/2025. Amount of money paid: $1277.33. The business committed to provide: initial delivery of storage pods, first months rent of storage pods, additional months of storage, delivery of pods to new location, and final pick up of the pods. The nature of the dispute: The promotion biggest30 which was supposed to give me 30% off of my initial delivery, first months rent, and final pick up. I was charged full price for initial delivery and first month's rent. When I called to ask why the discount wasn't applied, they said it needed to be sent to a specialist team. Which it did and they said my case was solved on May 12 and I should receive the refund within 5-7 business days. I called 7 days later, and still no refund. They said to give it **************** case the bank was "holding" the funds for some reason. I called 5 days later, as no refund had been issued. After that, I was told the funds would be "applied" to my account within 24 hours. I asked to speak to a supervisor multiple times and was refused saying there was no supervisor. I told them I need a supervisor because this is an ongoing issue that is not being solved. The call taker put me on hold for over an hour and then the call disconnected. 48 hours later, still no refund. The case has been solved for over 15 days. Again, I was sent a formal email stating I would receive the discount and receive a refund for my already paid initial delivery and first month's rent. On June 3, I still haven't received a refund. I called and spoke directly to a supervisor who advised it is "IN PROGRESS" and will receive the refund on June 12. When asked why I received an email on May 12 to have the refund reflected on my account 5-7 days later, she said she can not do anything. Resolved: they keep saying it is with their dispute team and they have no ability to change anything. SO NO RESOLUTION. In addition, someone had changed my email on my account. The promotion is on the main page of the website.

  

  Business Response

  Date: 06/06/2025

  I am in receipt of your correspondence concerning PODS customer, ***** *******.   Our ********************** advocate has been in communication with ***** ******* to address their billing concerns.  The necessary final billing adjustments are in process and ***** ******* is aware an update will be provided once our advocate is notified they have been completed.   We appreciate ***** Howletts patience as we go through this procedure to ensure an amicable resolution is reached. 
  

  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: 06/11/2025

   
  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:06/03/2025

  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.

  contacted Pods to get quote on storage and delivery to **************. Was given a price of $167 per month and quote of $1500 to move. I accepted the offer. Pod was delivered Nov 2024. Contacted Pods for pickup and received a bill for$328.57 on 2-14-25 for container to be stored in storage center, wasn't picked up from my location until 2-27-25. On 3-11-25 received invoice for ****** for container to be delivered to my location. Rental went from 167 to $319 per month. PODS has used deceptive business practices. I have called numerous times with no resolution to my issues.

  

  Business Response

  Date: 06/04/2025

  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. Ms. ********* 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 Ms. ********* 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 Ms. ********* may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ********* 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:06/02/2025

  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.

  Overcharge for 2 mo rent when theyve only had my possessions for 1 month

  

  Business Response

  Date: 06/12/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** *******.
  We appreciate Mr. ******* bringing his concerns to our attention. Upon review, the container was delivered on April 26, 2025, and Mr. ******* contacted PODS to schedule transit on May 20, 2025. The estimated shipping date was confirmed for May 29, 2025, and final re-delivery was completed on June 2, 2025. Based on this timeline, the rental period extended into a second billing cycle, which began on May 26, 2025.
  A PODS representative spoke with Mr. ******* on June 2, 2025, to explain the billing structure and confirm that the rental charges were consistent with the agreement and container usage. As is standard with PODS rentals, monthly rental fees are based on the time the container is in the customers possessionfrom the date it is initially delivered empty until the date it is picked up emptyregardless of whether the container is in transit or stored at a PODS facility.
  While the charges assessed were in accordance with the terms of service, we recognize the concern and, as a gesture of goodwill, a credit was issued for the billing cycle spanning May 26, 2025, through June 25, 2025. We consider this matter resolved.