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:05/30/2025

  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 paid for PODs to move a container across the country for a move from ********** to *******. In the process, they have purposefully increased the time it takes to deliver my things to try to extract more money out of me by requiring me to pay for an additional month of storage. Only after being caught in a lie were they willing to help deliver my things sooner. I had an airtag with my things and saw that it had been delivered to my destination city. When I called them to try to get them to deliver my pod to my address, they claimed it was still in transit. I told them that it wasn't because I knew where it was based on the airtag location tracking. It has been over two weeks since they picked up our pod, and they are withholding all of our possessions to try to steal money from us, while claiming that it takes a lot of time to ship things. They are trying to both lie and steal from customers who previously didn't have enough information to call them on it. I now have objective evidence that they have lied to us. They move slower because it benefits their revenue/profits at the expense of their customers not having access to their possessions during an already stressful process of moving. It is a predatory business practice that tries to extract as much money from their customers, while delivering a worse service. They should have to pay a penalty to people whose moves they have intentionally delayed and worsened. With just a small amount of evidence gathering, I'm certain that a class action lawsuit could expose the business practices done by this company.

  

  Business Response

  Date: 06/05/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** *******.
  On June 4, 2025, an attempt was made to contact Mr. ******* to discuss his concerns. While the call was not successfully connected, a voicemail was left with the contact information for the assigned PODS Resolution Specialist. We welcome Mr. ******* to return the call at his convenience so that we may further discuss the matter and work toward a resolution.
  PODS places great value on our customers and is committed to delivering service that reflects the highest standards in the industry. We regret any inconvenience Mr. ******* may have experienced and appreciate the opportunity to address his concerns. When a customer expresses dissatisfaction, we thoroughly review the situation and take appropriate steps to improve our processes and service.

• Initial Complaint

  Date:05/29/2025

  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.

  On May 24, 2025, PODS was scheduled to drop off the container of property I paid in full to pick up, transport, store, and deliver to the total of $4667.74. As per the attached letter, that container never arrived, although PODS adamantly assured me it would, even up to over and hour past the delivery time window. Due to their failure of service, I incurred personal expenses totalling $2298.77 in order to live for the next week in an empty apartment. I have requested that PODS deduct May and **** charges of $628.91 and compensate half of my personal expenses due to their failure to deliver the container, the combined amount of $1149.00. I am noting that The BBB has received 1759 complaints about PODS in the past 3 years, and I regret not checking your site before using PODS. Thank you for adding my complaint to the others. If necessary, I can add the itemized PODS billing statement to this request for relief.

  

  Business Response

  Date: 06/11/2025

  I am in receipt of your correspondence concerning PODS customer, Mr. *** ******. We appreciate the opportunity to address his concerns. Following a full review of Mr. ******* account, we have previously provided responses and outreach to Mr. ****** on May 27, 2025, May 28, 2025, May 30, 2025, and again on June 4, 2025. Our records indicate that adjustments were made on the account, and an offer was extended in acknowledgment of Mr. ******* feedback. We are currently awaiting his response to that communication.
  Mr. ******* original service dates were rescheduled due to unforeseen availability issues in his region. This was communicated to him before the original delivery date. Subsequent delivery appointments were confirmed per Mr. ******* requests, and service was completed as scheduled.
  We understand that schedule adjustments can be frustrating and regret any inconvenience caused. PODS places high importance on customer satisfaction and evaluates every case thoroughly. When concerns are brought to our attention, we review the details and take appropriate action based on the circumstances.
  At this time, PODS has made efforts to address Mr. ******* concerns and is awaiting his response. We remain available to continue the discussion directly with him should he wish to do so. With the submission of this response, we consider this matter closed unless additional information is provided.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23391878
  
  I am rejecting this response because: PODS message to the BBB stated: Our records indicate that adjustments were made
  on the account, and an offer was extended in acknowledgment of Mr. ******************** There were no adjustments to the account. This is patently false.
  PODS offered a gesture of goodwill that consisted of a $338.10 or $36.21
  refundarbitrary numbers. PODS made no explanation for how they arrived at those
  gestures. My own estimation of personal financial loss due to PODS failure to provide
  promised service was many times PODS arbitrary gestures; therefore, I did not
  accept either offerthe $36.21, clearly meant as an insult.
  May 24, 2025, between 12:45 PM and 3:45 PM, was the original *** delivery date and
  time window. At 8:21 PM, PODS phoned to inform me the *** was still coming. At 8:32
  PM, PODS called again to say the *** could not be delivered. In total, I waited
  nearly eight hours before finding out the *** was not being delivered.
  This PODS statement, Mr. ******* original service dates were rescheduled due to
  unforeseen availability issues in his region, is FALSE. PODS claimednearly five hours
  after the delivery window had closedthat their driver had an emergency and could
  not deliver the ***, for which a space had been secured. The space for the *** was
  ready and waiting for the entire day and evening. PODS provided no explanation for the
  emergency that kept them from delivering the ***. No lack of availability issue
  existed on my end.
  PODS statement that they rescheduled the delivery prior to May 24, 2025, is also
  FALSE. This was communicated to him before the original delivery date is not true.
  PODS assured us throughout the original scheduled delivery day that our *** was on
  the way. Only nearly five hours past the delivery window closing did they finally say it
  could not be delivered.
  My mother and I had just moved from the extended stay *******************, based on
  PODS assurance that the *** would be delivered. That hotel room was no longer
  available to me. This is the reason I had to purchase bedding and other necessitiesnot
  luxuries as *** statedin order to remain in our newly rented, empty apartment. See
  attached **** receipt.
  To continue to negotiate with PODS concerning this matter is completely contingent
  upon their willingness to be honest and not misrepresent their failure to provide
  service as promised which resulted in major expenses as delineated, documents
  attached.
  TOTAL EXPENSES INCURRED FOR ***:
  PODS charges in total $4,136.14
  **** necessities, hired movers, plus the cost of staying
  in the empty apartment: $2,861.35
  TOTAL COST $6,997.49
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 06/17/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Mr. *** ******. Following a comprehensive review of Mr. ******* account and the concerns raised, a goodwill offer was extended on May 30, 2025 in an effort to address the matter. Our records show that follow-up attempts were also made via phone and email on May 30, 2025, June ******, and June 10, 2025 to engage Mr. ****** and work toward a resolution. As of this time, we have not received a response.
  
  To move forward, we kindly ask that Mr. ****** contact his assigned PODS Advocate directly using the information previously provided. We remain open to discussing any remaining concerns he may have and are committed to working toward a resolution.
  
  Should you have any further questions, please dont hesitate to reach out.
  
  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23391878
  
  I am rejecting this response because:

  To: PODS
  RE: My response to PODS disingenuous message response of 6/11/2025
  I replied to PODS via the Better Business Bureau on 6/11/2025, immediately upon receiving PODS message response, one that deliberately obfuscated facts which I carefully delineated. PODS does not appear to accept responsibility for their failure to provide service, and their message is an attempt to shift blame to the client rather than be accountable. 
  PODS had to see the following response as it was shared via the BBB. If PODS denies seeing this message via the BBB, they would not have responded to the BBB. The message of 6/11/2025 is as follows:  
  PODS message to the BBB stated: Our records indicate that adjustments were made on the account, and an offer was extended in acknowledgment of Mr. ******* feedback. There were no adjustments to the account. This is patently false. 
  PODS offered a gesture of goodwill that consisted of a $338.10 or $36.21 refundarbitrary numbers. PODS made no explanation for how they arrived at those gestures. My own estimation of personal financial loss due to PODS failure to provide promised service was many times PODS arbitrary gestures; therefore, I did not accept either offerthe $36.21, clearly meant as an insult.
  May 24, 2025, between 12:45 PM and 3:45 PM, was the original *** delivery date and time window. At 8:21 PM, PODS phoned to inform me the *** was still coming. At 8:32 PM, PODS called again to say the *** could not be delivered. In total, I waited nearly eight hours before finding out the *** was not being delivered.
  This PODS statement, Mr. ******* original service dates were rescheduled due to unforeseen availability issues in his region, is FALSE. PODS claimednearly five hours after the delivery window had closedthat their driver had an emergency and could not deliver the ***, for which a space had been secured. The space for the *** was ready and waiting for the entire day and evening. PODS provided no explanation for the emergency that kept them from delivering the ***. No lack of availability issue existed on my end.  
  PODS statement that they rescheduled the delivery prior to May 24, 2025, is also FALSE. This was communicated to him before the original delivery date is not true. PODS assured us throughout the original scheduled delivery day that our *** was on the way. Only nearly five hours past the delivery window closing did they finally say it could not be delivered. 
  My mother and I had just moved from the extended stay Marriott hotel room, based on PODS assurance that the *** would be delivered. That hotel room was no longer available to me. This is the reason I had to purchase bedding and other necessitiesnot luxuries as *** statedin order to remain in our newly rented, empty apartment. See attached **** receipt. 
  To continue to negotiate with PODS concerning this matter is completely contingent upon their willingness to be honest and not misrepresent their failure to provide service as promised which resulted in major expenses as delineated, documents attached.
  TOTAL EXPENSES INCURRED FOR ***:
  PODS charges in total      $4,136.14
  IKEA necessities, hired movers, plus the cost of staying 
  in the empty apartment:      $2,861.35
  TOTAL COST                                                                                      $6,997.49
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:05/28/2025

  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.

  May 7 a container was delivered to my residence at a cost of $285.44. After noticing that at its current location rainwater might get into the container, I called Pods and agreed to have the container picked up and stored in their warehouse. The next day I noticed a charge on my credit card for $59.18. Feeling that it wasnt worth it to have a picked up, I immediately called well before anyone was sent to pick up the container to cancel transporting it to the warehouse. They agreed to the cancellation. The container would remain at my residence. Two days later I noticed another charge to my credit card for $18.76. Not only did I not receive a credit for the $59.18 I was charged an additional $18.76. Two calls have cost me $76.84. Had PODs incurred any costs associated with my request I would understandably pay it. Had I been told that I would be charged either way, I would not have cancelled. The only explanation offered is, thats the way our system handles changes to your order. To this point the only service PODs has performed is dropping off the container. This just doesnt seem like a desirable way to conduct business.

  

  Business Response

  Date: 06/05/2025

   I am in receipt of your correspondence regarding PODS Enterprises, LLC customer, ****** *****. On June 2, 2025, a PODS representative contacted Mr. ***** to discuss the matter further. Following that conversation, Mr. ***** confirmed that the issue had been addressed to his satisfaction.
  As of June 3, 2025, we understand the matter to be resolved. We respectfully request that this complaint be closed as resolved.

• Initial Complaint

  Date:05/28/2025

  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.

  We have been a business customer of ********************** since 2018. Back on May 13, 2025, we reached out to have our two containers relocated to another location. We experienced poor customer service. As a result, we reached out to the company via email. We were subsequently contacted by ***** *******. In speaking with Ms. ******* on May 14, 2025, she assisted us in getting our containers scheduled for relocation for the following week on May 20, 2025. She advised us (on a recorded line) that we would NOT be charged for the special timeframe due to our long history with the company. However, on May 20, 2025, a charged was presented to our bank for not only the relocation, but the "special timeframe." We immediately reached out to Ms. ******* to advise her of the charge and then sent her a copy of the invoice we received on May 21, 2025. We have been unsuccessful in getting an response from Ms. ******** or anyone else, in the business department regarding the error. To charge us after stating we would not be is not only dishonest, but it is fraud. We want our $428.00 refunded immediately! Attached are the emails from May 13, 2025 through May 27, 2025 and a copy of the erroneous invoice showing the fraudulent charges.

  

  Business Response

  Date: 06/06/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *** *********** ***** R. ************.
  On June 4, 2025, a PODS representative contacted Ms. ************ and left a voicemail advising that a customer satisfaction credit, as requested, would be issued as the resolution to their claim.
  At PODS, we place great value on our customers and are committed to maintaining the highest standards of service. We sincerely regret any inconvenience Mr. ******** may have experienced. While we strive to deliver quality service at every step, we recognize there may be times when expectations are not fully met. When brought to our attention, we take those concerns seriously, carefully reviewing the circumstances and implementing appropriate follow-up to ensure a better customer experience ********************** forward.
  We appreciate the opportunity to address this matter and remain committed to continuous improvement.

  Customer Answer

  Date: 06/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While their customer service and communication need much improvement, we have received the refund! 
  
  Sincerely,
  
  ***** R *****-******

• Initial Complaint

  Date:05/28/2025

  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.

  PODS delivered our moving container in July *********************************************** ************ (32207).In May 2025, we scheduled delivery to our new address (*****) for May 24. We called three times to confirm that if the driveway was narrow, they could place it in the street, just as they did before. One rep even told us they could do a same-day delivery and pickup with a four-hour window, which we agreed to.On delivery day, they canceled the delivery after looking at ****** Maps, without even attempting the delivery. They claimed our zip code had a street flag and said they only deliver to private property.We offered to get a permit within the hour, but they refused. We were told we could pick up the container from the warehouse if we signed an after-hours waiver, but no one would send the waiver. It took until Tuesday to even get confirmation that warehouse pickup might be possible.Then they said Jacksonville does not allow same-day delivery and pickup, directly contradicting what a previous representative told us.We had to return our U-Haul. We lost our movers. We had to pay for lodging and meals, all due to the misinformation and delays caused by ************************* make it worse, we were charged an extra month of storage on May 26, even though they failed to deliver on May 25 as scheduled.Weve spent over 30 hours on the phone with customer service. Multiple tickets were submitted and no one has resolved our issue.We are requesting:Refund of **** storage charge Reimbursement for moving-related losses (U-Haul, meals, lodging, movers)Written confirmation of when we can access our belongings This experience has been disorganized, inconsistent, and extremely costly. We were misled by multiple employees and denied access to our property due to PODSs poor communication and planning.

  

  Business Response

  Date: 06/02/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customers, ***** and ***** *******. A review of the matter referenced in the complaint is currently in progress. At this time, a refund for the rental cost of May has been processed to the customers, and we ask that they allow 35 business days for it to reflect. We are also awaiting a response from *** and Ms. ******* regarding any additional information they may wish to provide related to potential out-of-pocket expenses.
  
  To continue the review, we kindly request that *** and Ms. ******* respond directly to the email communication previously sent by PODS.
  
  We appreciate your time and the opportunity to address this matter.
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23385295
  
  I am rejecting this response because: 

  There has been no resolution. The only communication I have received from PODS is that they are working to review my case and have asked me to communicate with them directly so that there is no accountability.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/17/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customers, ***** and ***** *******. The damage portion of their claim is currently being handled through our coverage provider, *******,and any related concerns should be addressed directly with them. Separately,PODS is reviewing the scheduling portion of their experience, including any out-of-pocket concerns they may have. This review is ongoing, and we will follow up as appropriate once it is complete.
  Mr. and Ms. ******* are welcome to contact me directly at the PODS email previously provided to them for any additional questions related to our review.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23385295
  
  I am rejecting this response because:

  While I appreciate the refunded month of unused service and the partial reimbursement options presented, I must respectfully reject the proposed resolution as it does not adequately address the full scope of the costs I incurred due to PODS failure to uphold their service commitments.
  
  My total out-of-pocket expenses amounted to $1,935.71, as outlined below:
  Additional month PODS charge (refunded) - $390.47
  Gas and food expenses - $500.00
  Original U-Haul reservation - $80.82
  Replacement U-Haul & moving crew - $400.00
  One day unpaid time off (combined) - $506.15
  Damaged items (being handled separately) - $58.27
  Total $1,935.71
  
  The refunded PODS charge and damaged items are no longer part of this claim, leaving $1,486.97 in unresolved costs.
  
  PODS has offered to reimburse either the moving-related expenses of the movers and u-Haul reservation ($480.82) OR a per diem rate of $400.00, but not both. This approach is unacceptable, as these are separate and necessary expenses I was forced to incur because of PODS service failure:
  The movers and U-Haul were needed because PODS did not deliver as promised.
  The per diem covers food, gas, and basic needs when we were left without access to our belongings, including kitchen supplies, bed, and other essentials.
  
  Even if PODS covers both categoriesU-Haul/movers and per diemI will still be absorbing $606.15 in lost wages, which I am willing to take on personally in the spirit of compromise.
  
  To be clear, I am requesting reimbursement for:
  U-Haul and Moving Crew: $480.82
  Gas and Food (Per Diem): $400.00
  Total Requested Moving Forward: $880.82
  
  I have been in direct contact with ******* ******* at PODS, who has expressed interest in resolving this outside of the BBB process. However, given the partial offer and lack of accountability thus far, I believe continuing with the BBB is the most appropriate way to ensure a fair and transparent resolution.
  Thank you for your time and support in advocating for consumers like myself.
  
  Sincerely,
  ***** *******
  

• Initial Complaint

  Date:05/27/2025

  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.

  First their website advertises contactless service, but that was not my experience. On delivery day, the driver called to say he was 30 minutes away and that someone had to sign for the drop-off. I was at work and had to scramble to find a neighbor to sign.Second, I initially ordered the smaller container but called 17 days before delivery to upgrade to the larger one. They confirmed the change over the phone. Still, the smaller unit was delivered. When I called to correct the error, PODS confirmed that the larger size was correctly entered in their systembut they couldnt swap it out. This left me scrambling days before my move to figure out how to store my belongings.Third I contacted my town ahead of time and was told I needed a permit to have the *** on the streetwhich I completely understood. However, the town required a Certificate of Insurance (COI) from PODS LLC. I sent multiple emails and had several phone calls trying to get this document. I have ten emails worth of back-and-forth, and the *** was still never correctly provided. Even when the Village contacted PODS directly, they still failed to comply. Fortunately, I wasn't issued a ticket, but PODS was not in compliance with the Village's requirements by placing a container without providing the required ****Their customer service is abysmalunresponsive, unhelpful, and disorganized. This added completely unnecessary stress during an already chaotic time.There are many other companies that offer similar serviceschoose one of them. PODS is not reputable, reliable, or responsive. I would never recommend them.

  

  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:05/27/2025

  Type:Product 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.

  Pods delivered to our home and we were told they could not come get it for 3 weeks. This was inconvenient to us as the pod was emptied same day. Then they preceded to charge us an additional $306.00. After 3 calls each a week apart they refused to refund the money stating they were too busy to come sooner. So through no fault of mine, I was being penalized and inconvenienced and charged on top of that. I'm seeking a $306.00 refund put back on my credit card.

  

  Business Response

  Date: 06/05/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** ********.
  Our records confirm that Mr. ******** attempted to schedule the pickup of his container before the next rental renewal date. However, due to scheduling availability, the container was picked up after the renewal date. A PODS representative contacted Mr. ******** on June 4, 2025, and left a voicemail advising that the requested Customer Satisfaction credit will be issued accordingly.
  We place tremendous value on our customers and strive to uphold the highest standards in the industry. We regret any inconvenience Mr. ******** may have encountered and appreciate the opportunity to address his concerns. PODS Enterprises, LLC is committed to delivering quality customer service and reviewing feedback carefully to ensure continuous improvement in our processes.

  Customer Answer

  Date: 06/05/2025

   
  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:05/27/2025

  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.

  My items, including a couch and twin-size mattress, were damaged while stored in PODS indoor, climate-controlled facility. I had no access or interaction with the unit during the storage period. The *** itself is not secure per my provided photos. The damage included rodent f**** and urine which are toxic. I am unable to properly clean my items per *** guidelines without ruining the fabric. I am requesting compensation or replacement cost based on your responsibility as the storage provider.

  

  Business Response

  Date: 05/29/2025

  In response to Ms. ********* , PODS Enterprises, LLC has carefully reviewed the details provided.
  
  Under the standard terms of the PODS Rental Agreement, customers who do not elect the Contents Protection Option (CPO) are responsible for securing their own insurance coverage (e.g., through homeowners or third-party insurance) for any loss or damage to the contents stored within the container. Our records indicate that you did not select CPO at the time of rental, and therefore, PODS bears no legal responsibility for the loss.
  Our investigation into the reported damage to your personal property has concluded that the cause of the damage could not be determined or linked to PODS. The container was inspected and found to be in good condition with no visible signs of damage. Furthermore, our storage locations receive monthly pest control treatments and have had no reported pest issues over the past four years. As such, there is no evidence to suggest PODS was the cause of the damage.
  As stated in the rental agreement you accepted, you assume all risks of loss or damage to the contents stored in the container, regardless of the cause. The agreement also outlines your responsibility to obtain adequate insurance coverage for your belongings. For your convenience, the full rental agreement is available through your PODS online account.
  
  Based on this information, we believe that all aspects of Ms. *********** experiences were handled appropriately and in alignment with the terms of service. We respectfully request that this complaint be considered resolved and the case closed.

• Initial Complaint

  Date:05/23/2025

  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 contacted PODS Moving and Storage to book a long distance move. I spoke with an agent on 5/1, went through a long questionnaire to determine my needs, and provided all dates and addresses for my move. This interaction took so long that I requested a call back to finish booking because I was running late for a work meeting. The agent agreed to call me back at 4:00 PM CST to complete the booking. The agent did not call me back at the agreed upon time and when I tried to call to finish my booking, I was told by a subsequent agent that I'd need to start the entire process over, which I did not have time to do that day. I called the following day and spoke with a 3rd ******** service agent, this one confirmed that my previous order existed by the price I was quoted expired because it had been over 24 hours. I explained the agent not calling me back to book and my issues with trying to access my order but was told nothing could be done and my new rate would be $700 higher. I agreed, confirmed my dates and addresses and booked.Every step of the way, there have been errors and unfulfilled promises. My POD delivery was scheduled for 5/10 and pickup scheduled for 5/12. When my POD was delivered on 5/10, I checked the portal and saw no pickup scheduled. I was then told that 5/12 would be unavailable and it took an escalation to a supervisor to honor the dates I originally booked.I scheduled my delivery to my new address in ******** for 5/30 and was told that everything was complete and I could call up until 5/24 to modify if needed. On 5/23, I called to confirm my delivery and was told that it had never been scheduled and could not be scheduled until 6/3. I already booked flights and movers and have spent hundreds of dollars to have my POD unloaded on 6/1 as originally planned. I've been on hold for half an hour and was told that no supervisor is available and my delivery cannot be completed as planned. I'd like a refund of my entire total with PODs and moving fees.

  

  Business Response

  Date: 05/29/2025

  I am in receipt of your correspondence concerning PODS customer, ******* *******.   On May 28th, 2025, contact to discuss the issue was initiated with ******* ******* in order to address scheduling & billing concerns and to work toward a resolution.   We currently await ******* Driesses response.
  
  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:05/22/2025

  Type:Order 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.

  Used Pods for my household items from old address ****************************************************************************************************. I paid all invoices with card on file. Pods made 2 mistakes charging me for extra thing over 3 month period Had to call them to correct mistake. PODS container was picked up from my new house on 3/10/2025. Everything was paid up. Then on 3/10/2025 they charge me $50.00 for no reason again . I called and complained and said I wanted a refund for the charge. They agreed to send me a check for $50 since I didnt want my credit card charged again. I never received the check so I I put in a dispute with my credit card to get charge off. Now they are constantly calling me saying I owe them the money. This is their mistake not mine. Everything is paid up. I have been on the phone numerous times to fix their error and they say they will and nothing is done about it.

  

  Business Response

  Date: 06/02/2025

  I am in receipt of your correspondence regarding PODS Enterprises,LLC customer, Ms. ****** *******. After a thorough review of the account and related activity, we can confirm that the resolution provided is consistent with the findings of our investigation.
  To provide background, during the transition of Ms. ******** order from a local to a long-distance move, an adjustment related to an insurance fee was applied. This adjustment was later reversed to reflect the appropriate charges. Subsequently, a dispute was initiated through ********************* institution. Based on our records, all applicable adjustments and refunds have been processed accurately, and the account currently reflects a resolved status.
  While we regret any inconvenience experienced, please be assured this matter was carefully reviewed to ensure all actions aligned with our policies and procedures. At this time, we are unable to alter our position further.
  As the details of the concern have been addressed and communicated, we consider this matter closed.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23366233
  
  I am rejecting this response because:
  I am still getting daily voicemails from PODS that I still owe $50 and they will send to collections. Please tell them to stop calling me since this case is closed. 

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

  

  Business Response

  Date: 06/17/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** *******. After a thorough review, we have confirmed that the actions taken on the account are consistent with the findings of our investigation. To clarify, the account was previously completed; however, a dispute was later initiated through ********************** institution. The charges in question remain outstanding, and we kindly ask that Ms. ******* contact the PODS ********************** directly at ************** to discuss and resolve the matter.
  We understand the concerns raised and regret any inconvenience this may have caused. Please be assured the matter was carefully reviewed, and at this time, we are unable to alter our position regarding this issue.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23366233
  
  I am rejecting this response because:

  please send me by letter, an unpaid invoice to my address *************************************************************************************. I will mail a check. I dont understand any of your employees when they call, and I dont trust PODS with my credit card information. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/24/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, ****** *******. Per Ms. ********* request, PODS LLC, has sent the requested invoice by mail and should be received by Ms. ******* in 7-14 business days.

  Customer Answer

  Date: 06/25/2025

   
  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,
  
  ****** *******