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

  4816 Pods Way Chesapeake, VA 23320

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

• 

  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:05/22/2025

  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.

  The initial drop off and pick up of the *** went smoothly. The final drop off location is where the issue occurred. On May 6th, the driver of the *** called at 7:51AM (outside of the delivery timeframe provided) and stated the truck could not make it up the driveway. The driver sent a text message picture showing what looks to be the back of the trailer and the driveway. I spoke to the driver and he explained the *** would stay in the road or be brought back to the warehouse and provided the response of "that sucks" when he asked if movers unloading the ***.After disconnecting with the driver, he placed the *** two houses down from the delivery address. I attempted to call the driver three additional times at 8:04AM, 8:15AM, and 8:16AM and sent three text messages at 8:06AM, 8:15AM and 8:16AM stating the *** could not be placed where it was. The driver then left with no response.I contacted PODS and explained the issue and was advised contact was made with ******* and **** at the local warehouse. They stated they would contact the driver and have them back enroute to reposition the ***. No one ever called or showed back to the location. Had the driver answered the phone and communicated, he would've been notified the vehicle in the street was to accommodate for the *** being delivered in the driveway. Once it was determined the *** was not going in the driveway, the vehicle would have been moved, making way for the *** to be at the correct address. Because of the placement of the ***, I had to leave my job to unload it and quickly change the pickup date from May 12th, 2025 to May 7th, 2025. Not only was the *** an inconvenience to the neighbors, it was very challenging to unload, as it was again, two houses away, and the *** door was facing away from the intended delivery location.I attempted to dispute with the business but get translated responses stating incorrect information regarding my account. I get no responses after asking for a supervisor.

  

  Business Response

  Date: 05/30/2025

  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. 

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23365300
  
  I am rejecting this response because:

  I have received an email on May 26th from PODS stating case was received by a Customer Advocacy Specialist and they would be in contact to help. I have not heard anything from the company since and have not gotten an update. For fear the dispute is going to be closed without resolution, I am rejecting the response that was provided by the business
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/04/2025

  I am in receipt of your correspondence regarding PODS Enterprises, LLC customer, ****** *******.
  Please be advised that on June 2, 2025, a PODS representative and the customer reached an amicable agreement, which included the issuance of a Customer Satisfaction credit. This resolution was accepted by the customer and has satisfactorily resolved the matter.

• Initial Complaint

  Date:05/21/2025

  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.

  First of all, they had to reschedule my drop off day which supposed to be a Thursday, which give me ample time to unload my pod overthe weekend but instead it was delivered on the following Tuesday. Then I scheduled it to be picked up on a Monday and I never receivedmy email the night before telling me the timeframe that they would be there. I had to call Monday morning and was on hold for quitesome time then Im trying to figure out why I was on the schedule, but no timeframe have been given. The gentleman I talk to was very nice and helpful. He left a message for the St. Louis office to call me when the St. ***** office called They informed me that they were going to have to reschedule my pick up for the following day. I asked if there was going to be somesort of credit given and they said they were not able to give a credit. I called another number and was on hold for over an hour trying to get an answer of why things need to be scheduled and they cannot offer a discount for the inconvenience. I was told that discount was not available because I did not owe any money. I told themthat I should get a discount for the inconvenience and for not being notified ahead of time

  

  Business Response

  Date: 05/28/2025

  I am in receipt of your correspondence regarding PODS Enterprises,LLC customer, ***********************. On May 27, 2025, a PODS representative and ********** reached a mutual agreement to resolve her concerns through the issuance of a Customer Satisfaction credit. The associated refund has been processed and is expected to post to the card on file within 35 business days.
  Should you require any further assistance or have additional questions, please dont hesitate to reply to this email chain for the most efficient response.
  

• Initial Complaint

  Date:05/20/2025

  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.

  If we could give zero stars we would.We put specific notes to place the pod on the driveway. They instead put it on the grass damaging the ***************** We immediately called to remove, they said theyd come next day and never showed up. Then we called again, they finally came 3 days later.Additionally there was plenty of space on the driveway being over 30 feet long and about 18 feet wide.They proceeded to charge about $1,000 for a headache.Instead of using the GIANT driveway as seen on pictures they chose to destroy my **************** system because of one small car at the end of driveway but they had the ENTIRE rest of the driveway like instructed to place on driveway. Common sense and the instructions for delivery would say just put it on the driveway.

  

  Business Response

  Date: 05/30/2025

  I am in receipt of your correspondence regarding PODS Enterprises, LLC customer ****** *****. A review of the issue raised in this complaint is currently underway.
  The referenced case, ********, was originally opened to allow our Resolution Team to investigate the concerns related to the container delivery. An attempt to contact Ms. ***** by phone was made on May 21, 2025. However, the call was not answered, the phone line kept ringing & there was no voicemail prompt available. A follow-up email was sent the same day requesting photographs of the reported damage Ms. ***** wishes to claim.
  Regarding the container placement, PODS requires a clear and unobstructed areafree of vehicles and other objectsto safely deliver and retrieve our containers. Final placement is at the discretion of the driver to ensure the safety of the customers property and to allow for proper operation of the delivery equipment. In this instance, the area specified by the customer was obstructed by a vehicle. To maintain access and prevent damage to the vehicle or surrounding property, the driver placed the container between the driveway and the grass.
  We invite Ms. ***** to respond to our email sent on May 21, 2025, with a written statement and supporting photos so that we may continue our review and work toward a resolution.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23356970
  
  I am rejecting this response because:
  

  The only email received from PODS was them saying they concluded their investigation and that they feel they are correct.

  When PODS called to deliver I was at work. I cannot answer in certain buildings. That is the purpose of the directions left in place to simply place the pod on the driveway. 
  

  The driveway is extremely large, not standard. We are able to park 6 oversized SUVS on it & still have space. 
  

  The driver used poor judgment and in return broke sprinkler heads and damaged sod. 

  It is very simple to follow customer instructions. If you see good green grass, and a lot of concrete next to it, sense is to just put it on the concrete & not destroy the nice lawn.

  
  In my initial complaint I uploaded many pictures of where they put it and driveway space they had available.

  The emails I have were May 20th which I replied to. Then received the resolution (no resolution) on May 23.

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

  

  Business Response

  Date: 06/06/2025

  I am in receipt of your most recent correspondence concerning PODS Enterprises, LLC customer, ****** *****. As previously noted in our response dated May 30, 2025, a complete investigation of the matter was conducted, and the resolution was determined based on the facts and documentation available at the time. In the interest of fairness and customer service, we have once again revisited this matter following your continued concerns.
  While we understand and appreciate your feedback, PODS position remains unchanged.
  Placement of the container is ultimately at the discretion of the driver and is based on several factors, including safety considerations and the prevention of potential property damage. Per the terms of our rental agreement, a minimum of 12 feet in width and 15 feet in height clearance is required to safely place the container due to the size and nature of our delivery equipment. Our drivers are trained to make judgment calls on placement to avoid hazards and ensure the container can be safely delivered and retrieved.
  To date, while we have received general photos showing the placement of the container, we have not received any images that specifically document the damages being claimed, such as broken sprinkler heads or sod impact. These photos are necessary for us to conduct a thorough assessment of the claim.
  If you wish for this matter to be further reviewed, we respectfully request that you provide clear images of the claimed damages. Once received, we would be happy to revisit the matter again.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23356970
  
  I am rejecting this response because:

  Here is a picture & text to landscaper for that specific repair. 

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

  

  Business Response

  Date: 06/20/2025

  On June 20, 2025, correspondence was sent to Ms. ***** requesting an estimate or cost of repair for the damage she is claiming. We invite Ms. ***** to respond with an estimate for the repair of the sprinkler head in question.

• Initial Complaint

  Date:05/20/2025

  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.

  Today I was bidding on 2 units on Storage Treasures, these 2 unit belonged to PODS as Lien units. I won the bids and Storage treasures took the fees and all was good. Two hours later I receive an email the bids were cancelled. I contacted Storage Treasures was advised they are only a bidding site, they collect the money due for selling & forward to whichever facility put units up for auction. They ask me to contact PODS directly. I did for 2 hours getting told they had no idea what i was talking about, that they did not have invoices in their system. Finally after threating an attorney, they found the invoices & said they choose to cancel these units. I ask why and was told no reason given and they do not have to provide reasons. Now yes, i will get my seller fees back from storage treasures, but that is not the point. This auction was a public Auction open to anyone. I do know who the owned, I know they did not pay the outstanding lien, they cant, they are barely able to afford rent. I wanted these pods to save for them when they have their feet on the ground again. Again PUBLIC AUCTION, I should not be denied units when I won the BIDS. PODS is a JOKE> the reason this family got behind is because they charge 700 a MTh storage while asking you to save over 6k to ship to your new home. They NEED investigated. I want the 2 units that I won, Invoice ******* & *******. Oh and PODS did not know I knew the people of these units, so that is not why they denied. Even if they knew it is a public auction, they are going to go back to this family anyway for what they didn't collected in the auction.

  

  Business Response

  Date: 05/28/2025

  I am in receipt of your correspondence regarding PODS customers ****** ***** and ******** ****. On May 28, 2025, we spoke with Mrs. ***** to address the concerns raised. During the conversation, we shared the following:
  A comprehensive review of the account was conducted, and all charges were confirmed as valid. As such, the outstanding balance must be paid in full to prevent the account from ********************** forward to auction, which is currently scheduled for September 2025.
  In response to the mention of a friend attempting to assist, we explained that under PODS' auction guidelines, we reserve the right to rescind or cancel any sale at our sole discretion.
  We strongly encouraged Mrs. ***** to contact our ********************** as soon as possible to explore available payment options and avoid the container being placed in auction.

• Initial Complaint

  Date:05/19/2025

  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.

  PODS delivery was confirmed and I was given a window of time in the evening of May 19, 2025 when both containers would be delivered. Just hours before delivery, PODS called and said they would not be able to deliver one of the two containers (voicemail message attached). In speaking with their customer service department and supervisor, they were not able to provide an explanation for the delay. I explained that movers have been hired to unload both PODS the following morning, May 20, 2025. In addition, I have requested time off work for the day. PODS did not give adequate notice in changing the delivery date of the second POD container and the window for me to reschedule the movers to unload both containers has passed. I am asking for refund for the second POD moving services and/or reimbursement for hiring the moving company to come back on another day, after the second POD container is delivered, to unload the second container. Thank you!

  

  Business Response

  Date: 05/30/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** *****. On May 30, 2025, a ********************** representative and Ms. ***** reached an amicable agreement involving Customer Satisfaction credit as a resolution to their claim
  
  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. ***** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with the 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:05/17/2025

  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.

  I reserved a moving container with PODS Moving & Storage for my move from *********, ** to *****, **. The day before PODS was to drop off my container, they informed me that they could not deliver the container to my new home in ****. We cancelled the order on April 4. PODS promised to refund me the amount of $1,344.16. They told me they would send a check in the mail to my new house in *****, but it never arrived. It has now been 6 weeks. My husband has called them three times to try to get them to void the check and refund the money to my ****** account or a credit card, which they refuse to do. They keep telling him to call back or wait for the check to arrive. We have small children and bills to pay and we cannot keep waiting for our money. We do not understand why the company refuses to refund the money electronically. My PODS customer account number: ********* Ticket number created while my husband was trying to resolve the issue: ********

  

  Business Response

  Date: 05/21/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******** *******. On May 19, 2025, Ms. ******* confirmed via email that she received her refund in the form of a check. She also requested that PODS close the internal case that was opened to review her concerns and asked that we respond to this complaint indicating that the matter has been resolved.

  At PODS, we place great value on our customers and are committed to delivering service that reflects the highest standards in the industry. We regret any inconvenience Ms. ******* may have experienced. While we are pleased that the issue has now been resolved to her satisfaction, we sincerely apologize that her experience with our company did not meet expectations. PODS takes customer feedback seriously. When concerns are raised, we conduct a thorough review of the situation and take appropriate steps to ensure our processes support a positive customer experience.

  Customer Answer

  Date: 05/21/2025

   
  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:05/17/2025

  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 tried to change the date of my pods pick up 3 days prior to the date which is what their customer service and website say to do. Online it wouldnt work. When they called for payment I brought it up- 3 different people couldnt help me not a surprise when the customer service department isnt in *******. The next day I called back because online still wasnt working and this guy put in a request for someone to manually fix it. That night I was able to change it online. They STILL picked it up on the wrong date and now wont bring it back for me to continue to pack. Im moving out of state and have a deadline. They said they called the storage center but everyone has gone home and for me to call back tomorrow I told them that was unacceptable they should have the cell phone number of the manager for situations like this. I asked to speak to a manager after thirty minutes of getting no where- she said she couldnt get in touch with them either and for me to call back tomorrow, I told her no they messed up they call me back. Both her and the *** before her wanted to have it brought back next week- next week is when theyre supposed to pick it up NOT drop it off because Im leaving next week! Then she said she would fix this. Now I have an email from her saying she wont be in I have to call back which is so coincidental since thats what they wanted me to do anyways. WORST customer service and not even trying to rectify the situation that they messed up on. I looked on the storage centers website it says theyre open till 11pm so they probably didnt even try calling them. I need that pod brought back and no one is willing to help. They dont care about their customers at all. They need to do a partial refund since Im missing days of usage and they put me in a horrible situation. Too expensive of a service for them to be messing up like this.

  

  Business Response

  Date: 05/24/2025

  I am in receipt of your correspondence concerning PODS customer, *******************************.  On May 17th, 2025,  our PODS advocate spoke with ******* ******** in order to rectify the situation and have the container returned back to the origination address.  ******* ******** has since graciously accepted a credit refund due to the the scheduling inconvenience.   PODS considers the matter has been resolved amicably. 
  

  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:05/15/2025

  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 have spent hours on the phone trying to get our two (16) pods picked up off of our property. I am currently on hold waiting to talk to a supervisor for over an hour now, to get this issue resolved. We had two pods delivered at the beginning of Dec, we paid extra to have them placed on a non paved surface. We are building on premises. We were notified at the end of April that they will be picking them up at then end of April or beginning of May. Which is fine, theyre clean and emptied. We live in **** and we have had record breaking rain fall. The driver kept on canceling or rescheduling our pick up due to weather conditions and ground conditions. Fine with us, we do not want a truck stuck in our yard anyway. My wife and I both called two different representatives to make 100% sure that if they could not come and pick up the pods, that we WOULD NOT BE CHARGED ANOTHER MONTH. Both representatives promised we would not bc we can not control the weather. Fast forward two weeks of trying to get someone out here to pick up but cant due to all the rainfall weve had. Weve been CHARGED another month! They said they could only refund for 1 pod. That will not work. Every call is recorded so they have all records of what we were told. We want our $350 back and these pods off our property. We do not care how they get them out, we are done dealing with this company.

  

  Business Response

  Date: 05/19/2025

  I am in receipt of your correspondence concerning PODS customer, **** ******.   On May 17th, 2025, our PODS advocate spoke with **** ****** to confirm that the May 2025 container rental fees were refunded.  Our advocate also advised we would be refunding the May 2025 contents protection fees on the containers.  We appreciate **** ****** bringing the matter to our attention.   PODS considers that the issue has been resolved amicably
  

  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: 05/19/2025

   
  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:05/15/2025

  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 have been renting a *** and I need it delivered on Friday May 16th. I called on Sunday May 11th to request delivery, as they require a 3 day notice. For whatever reason, the agent couldn't get into my account, so they weren't able to submit the request for delivery and said "IT was working on the error on my account." I called back on Monday May 12th, to see if there was any update and spoke to a supervisor, ***********. He wasn't able to provide me any update but gave me his email address. I followed up with him via email on Tuesday, but there was no response to my email. I called back Tuesday afternoon and spoke to another supervisor, ***. He also wasn't able to provide me any updates, but I told him the *** had to be delivered on Friday, as I had already scheduled movers. *** was supposed to call me back Wednesday with an update but never did, so I had to call back Thursday, with still no update. There has been no manager that is able to problem solve or come up with a solution to have my *** delivered, since no one can get into my account. ********************** keeps bouncing me around to different supervisors, with no follow up and support and I've been stuck waiting on hold for hours over the past 5 days. This company needs to have a backup plan, in the event their technology fails, like it's doing now, as clients still need access to their ***.

  

  Business Response

  Date: 05/23/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ********. On May 16, 2025, contact to discuss the scheduling issue was initiated with Ms ******** in order to address her concerns and work on a resolution. Ms ******** has been made aware that her order is updated and ready to be scheduled. Ms. ******** advised that she will give us a callback to reschedule when ready.
  
  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 *********** 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: 05/31/2025

   
  Complaint: 23332553
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/12/2025

  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.

  10/14/2024 I trusted PODS for 13 years to keep my belongings from my deceased parents' house safe. I paid at least $32,000 for this service only to have it delivered to me destroyed after 3 or 4 botched delivery attempts. There was a ratchet strap around the *** itself to keep it intact, there were items falling out of the bottom before we even opened it. I cannot even imagine what was lost in transit. When we finally got the door open, nearly everything in it was destroyed, there were large pieces of the floor not only broken but completely missing. My mother's piano, cedar chest, and ***** were all shattered beyond repair. Most of the containers were cracked, broken or in pieces. My husband called PODS to report the damage and was told, erroneously, that there were forms on their website to file a claim instead of accepting the claim right then. After several months of no contact and an extreme amount of emotional stress, I called PODS directly to find no claim had been reported or filed, so I filed one officially today 5/12/2024.

  

  Business Response

  Date: 05/23/2025

  I am in receipt of your correspondence regarding PODS Enterprises, LLC customer **** *******. We are currently reviewing the concerns outlined in the complaint.
  On May 13, 2025, a representative from PODS Enterprises, LLC contacted Ms. ******* to discuss the matter related to her reported concerns. During that conversation, Ms. ******* was informed of the next steps in the process and encouraged to complete a thorough inspection of her contents. She was also advised that, upon confirmation of any damages, she could initiate a formal review by submitting an insurance claim.
  To support this process, an email was sent to Ms. ******* on May 19, 2025, including the necessary insurance claim form. PODS Enterprises, LLC is currently awaiting the return of the completed documentation in order to proceed with the evaluation of her claim.
  We remain committed to resolving this matter and look forward to receiving the required form so we may move forward accordingly.