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.

close

Find a Location

PODS Moving & Storage has 227 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

• 

  PODS Moving & Storage

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

  
• 

  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  

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:04/30/2025

  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 have 2 pod containers that i am renting at the ********** in **************** ****. I have been renting these containers since mid March of 2024 to the present. I recently called to schedule both containers to be delivered at my house in ******, ********. The house is in town. They did say that it is within their extended delivery range and they would look into it. A few days later i called Pods back to check on this delivery request and they told me they are not willing to deliver the containers to this address. Now ill have to unload my belongings at their nearest pod facility to ****** which is in ****************. Then i will have to repack my items and truck them to ******. What a huge disappointment, an immense hassle and unplanned disruption. I pay extra to store my belongings in a pod rather than in a storage facility but the flexibility to have the pod delivered anywhere in the country is a huge benefit. Apparently they wont deliver in certain towns and that is immensely disappointing and misleading. I think Pods can make this right by delivering to an in town address in *********. Please Pods do the right thing.

  

  Business Response

  Date: 05/05/2025

  I am in receipt of your correspondence concerning PODS customer ******* *****.  On May 1, 2025 an email was sent to discuss the issue with Mr. ***** in order to address his transportation and delivery concerns and work on a resolution. Mr. ***** then contacted PODS customer service on May 2, 2025 and May 5, 2025 a voicemail was left where the customer was asked to respond to the ********************** direct email.  Please have Mr. ***** respond to the direct PODS email that was sent to him.
  

  Customer Answer

  Date: 05/15/2025

  Complaint: 23271565
  
  I am rejecting this response because:
  I never received any Pods customer service correspondence.  Everything that occurred happened because my wife or I called Pods to discuss the Salida, CO delivery location during the April 30-May 5 timeframe.  We were told that they would submit a request for a extended delivery to ******, ** but they wouldn't call us, we would have to call them back in a couple of days to check on the request.  We did call back at least twice and they said they wouldn't deliver to Salida, CO.  We asked to talk to a supervisor and they wouldn't connect us.  They only offered a discount for a delivery to ****************, which didn't help us because its still 2.5 hours away.  
  I've paid for my belongings to be stored in 2 pods for approximately 13 months at a rate of approximately $643 a month.  When it came time to have the belongings delivered Pods let me down.  
  Subsequently, I arraigned for my Pods to be accessed in ****************, **** and I emptied the pods on 5/5/25 and drove the belongings in a box truck to ******, ***  
  Id like this review to stand unless Pods can issue some serious compensation for this fiasco that they put my family through.  
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 05/15/2025

  Complaint: 23271565
  
  I am rejecting this response because:
  I never received any Pods customer service correspondence.  Everything that occurred happened because my wife or I called Pods to discuss the Salida, CO delivery location during the April 30-May 5 timeframe.  We were told that they would submit a request for a extended delivery to ******, ** but they wouldn't call us, we would have to call them back in a couple of days to check on the request.  We did call back at least twice and they said they wouldn't deliver to Salida, CO.  We asked to talk to a supervisor and they wouldn't connect us.  They only offered a discount for a delivery to ****************, which didn't help us because its still 2.5 hours away.  
  I've paid for my belongings to be stored in 2 pods for approximately 13 months at a rate of approximately $643 a month.  When it came time to have the belongings delivered Pods let me down.  
  Subsequently, I arraigned for my Pods to be accessed in ****************, **** and I emptied the pods on 5/5/25 and drove the belongings in a box truck to ******, ***  
  Id like this review to stand unless Pods can issue some serious compensation for this fiasco that they put my family through.  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/21/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *** *****. Upon thorough review, we confirmed that Mr. ***** originally booked his order on March 5, 2024, with PODS for the destination of ********, **. On April 28, 2025, Mr. ***** contacted PODS asking to change the destination to a non-serviced area of ******, **. Mr. ***** was informed that this was not an area PODS covered, however, requests were sent to do an extended delivery and it was deemed to far to do from our closest PODS location. Mr. ***** was informed of this and offered discounts to bring his container as closest to his new home, which Mr. ***** denied and emptied his container at the PODS Enterprises, LLC facility on May 5, 2025. 
  
   
  
  While we understand the nature of Mr. ****** concern and regret any inconvenience caused, we want to assure you that we thoroughly reviewed this matter to ensure accuracy. Unfortunately, we are unable to revise our position on this specific issue.

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted by PODS for the delivery of a container from ************* to *******. During the initial arrangement, I clearly explained that I had accepted a job in ******* but did not yet know my final residential address. Despite this, I was given a quote based on a destination ZIP code that PODS selected.When I later contacted PODS to schedule delivery to my confirmed address, I was informed that the cost would be nearly double the original quote. This significant price increase was attributed to the change in ZIP code, even though I had been transparent from the beginning that my final address was uncertain at the time of booking.I believe this pricing practice is misleading and unfair, as I was not properly informed that the quoted price was dependent on a specific ZIP code chosen without my final input. I am seeking a resolution that honors the originally quoted cost or reflects a fair adjustment based on my initial disclosure.Original Price: $108.16 for redelivery and $108.16 for pickup of the empty container, totaling $216.32 New Price: $196 for redelivery and $152 for pickup of the empty container, totaling $348 This is after already paying them $3,826.78 for the original pickup and delivery from MA to AZ.

  

  Business Response

  Date: 05/07/2025

  I am in receipt of your correspondence concerning PODS customer,******* *****. On May 6, 2025, we contacted Ms. ***** to review and discuss the concerns outlined in her complaint. Following a comprehensive review of her account and all associated interactions, including recorded phone calls, we found that our representatives acted in accordance with PODS policies and provided accurate and timely information throughout the process.
  Booking Call Summary March 26, 2025 at 7:56 PM:
  @01:26 The customer indicated she was ********************** from ************* to ******* and would need storage.
  @20:06 She mentioned having difficulty securing a new apartment at the destination.
  @31:04 The agent advised that the redelivery date would remain open.
  @31:46 The agent noted that the current ZIP code on file was Phoenix and explained that providing a final ZIP code as soon as possible was important, as any changes could affect pricing.
  @31:48 The customer acknowledged this with, Ok.
  Our records confirm that during the initial booking, the agent clearly advised that a change in destination ZIP code could impact the overall cost of the move. Ultimately, the customers relocation to a different area resulted in an updated delivery rate.
  PODS pricing and service availability are based on specific ZIP codes. Not all areas are serviced, and rates may vary based on the final delivery location. For this reason, PODS strongly recommends that customers confirm their final destination before scheduling a long-distance move.When a move is booked without a confirmed ZIP code, the customer assumes the risk that pricing may change or that PODS may not be able to service the final destination.
  Based on this information, we believe that all aspects of ******** 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.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23271554
  
  I am rejecting this response because:

  I did notify PODS as soon as my new residence was identified; I just received the keys and signed the lease to my apartment on Saturday, May 3rd.
  
  I explained to the agent in detail that my mew job was in downtown ******* and even provided the address. They couldve garaged the unit in ******* or ******** or another location, but they did it west of ******* in ******** which (coincidentally) incurs an additional charge. I was very clear on the call with the agent that I was extremely uncomfortable agreeing especially not knowing where I was going to live, and I specifically stated that they left me no choice in order to get my items out to the PHX area. 

  
  Sincerely,
  ******* *******-*****

  

  Business Response

  Date: 05/08/2025

  In response to Ms. ******* ***** follow-up, PODS Enterprises, LLC has carefully reviewed the additional information provided.While we appreciate her comments, our position remains unchanged, and we are unable to modify our previous response.
  Upon receipt of her correspondence, a comprehensive review of the account and related concerns was conducted. As previously communicated, the resolution was determined to be appropriate based on the findings of our investigation. In the interest of delivering the best customer experience, an additional review was completed upon receiving her feedback; however, our original determination remains the same.
  Our records confirm that,during the initial booking process, the customer was clearly informed that a change in destination ZIP code could affect the total cost of the move. The subsequent relocation to a different area resulted in an updated delivery rate,consistent with that policy.
  Based on this information,we believe all aspects of Ms. ***** experience were handled appropriately and in accordance with the terms of service. We respectfully request that this matter be considered resolved and the case closed.

• Initial Complaint

  Date:04/28/2025

  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 scheduled a container delivery with PODS for April 26, 2025. Throughout the day, the delivery time kept being rescheduled without clear communication. At the end of the day, I received an email informing me that PODS would not be delivering my container at all and that it could be delayed by an additional three to seven days.This last-minute cancellation caused major disruption to my moving plans, unexpected additional expenses for temporary housing, and considerable emotional and physical stress.Additionally, due to PODS failure to deliver as scheduled, I lost $950 that I had paid to a professional unloading company. Since the cancellation occurred within 24 hours of the appointment, I was unable to receive any refund from the unloading ********** was also a Saturday night. We canceled all of our personal plans to wait for the delivery. We spent the entire day waiting in a reserved parking lot, keeping the space available using our personal vehicle to accommodate the container. We remained in the lot until late at night when we finally received the notice of cancellation. We left frustrated, tired, and exhausted after having wasted the whole day.Additionally, we had already moved most of our temporary furniture to prepare for the containers arrival, causing even further inconvenience and difficulty for us.PODS failed to fulfill their contractual obligation and provided no timely or effective assistance to resolve the issue.Resolution Sought:I am requesting:1.A full refund of my delivery charges.2.Reimbursement of the $950 I lost for the unloading service due to PODS last-minute cancellation.3.Compensation for additional direct costs incurred (temporary housing, parking reservation, etc.).4.A formal written explanation for the failure to deliver as promised.I expect a prompt and fair resolution to this matter.

  

  Business Response

  Date: 05/07/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer ********* *******. On 05/02/2025, a PODS representative and Mr. ******* reached an amicable agreement involving a satisfaction credit as a resolution to their claim. All documentation has been provided, and Mr. ******* will be refunded, satisfactorily resolving the issue.

• Initial Complaint

  Date:04/26/2025

  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 nature of this dispute is that PODs is in default of delivering my household goods when I relocated from ************ to ******** as work required to be on site. I have reached out directly to the PODS facility in ********** ******** to deliver my POD in ********************, MD multiple times. As no one at that office will pick up the phone, I have reached out to both TOLL Free Numbers filing complaints While my complaints have fallen on deaf ears, I have continued to pay this amount of $249. Cases have been opened and automatically closed with no resolve and again back on the phone with PODS **************** filing another complaint. I have been informed that there is a restriction to deliver to my location. From the PODS facility in **********, **, it is a 2 hour drive to ******************, MD as my family resides in ********** which I often drive weekends confirming it takes 2 hours. Informed by **************** that the ********************** location in **********, ** was open on Saturdays. I did just that and went to the office on a Saturday (3/8/25) where no personnel were at the facility, however Security, ***** had informed me that the location was unmanned and that the site had a no driver for over a year. PODs is in default of delivering my house hold goods. I have been informed to bring a truck and offload the **** I am one person, 65 year old Veteran with no partner. I do not have another $3400+ to hirer a moving company thus the reason I contacted PODs as there selling line is that delivery to any location in the ************* whereas I am a 2 hour drive away. As a veteran, it is sad having to pay a monthly debit when in fact my household goods should have been delivered to my location over 14 months ago while they have pocketed over $3400 of hard earned money. Thank you so very much for your time. It would be nice to come home to a house that is filled with my own furniture.

  

  Business Response

  Date: 04/29/2025

  I am in receipt of your correspondence concerning PODS customer,****** ******.
  Mr. ******* inquiry relates to the delivery of his container. He initially placed his order online on October 31, 2023, with a destination zip code of *****. On December 14, 2024, Mr. ****** contacted PODS and advised a change in his destination to zip code 20684.
  As communicated to Mr. ****** on multiple occasionsDecember *******, April 5, 2025, April 25, 2025, and April 28, 2025this revised destination falls outside of PODS current service area and, therefore,delivery to that location cannot be accommodated.
  We understand Mr. ******* concerns and have reviewed the matter thoroughly. Based on the information available and communications provided, we consider this matter addressed. Should there be any additional questions, we remain available to assist.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23253802
  
  I am rejecting this response.  Yes I did revise the destination due to work requirements after the pandemic.  This is a 2 hour trip to this destination and would not fall outside PODS current service as they have multiple locations surrounding ********** and flatbeds coming and going from their facility daily. The site FAILED to notify me that this was an unmanned warehouse with no driver available for over a year.  I only learned this from ***** (Security) when I visited the location during the weekend.  "This revised destination falls outside of PODS current service area and, therefore, delivery to that location cannot be accommodated". I have had friends who relocated from **********  to the east coast and advise PODS of a separate location.  Their furniture was delivered.  

  I will remind PODS is that their MOTTO "we deliver anywhere"!  I am a 2 hour drive from them.   I only see two options, reimburse me fully as they FAILED to inform me that the warehouse was UNMANNED so I can hire a truck or they simply deliver with no excuses.  

  I sincerely thank you.  US Marine Retired Gunny 

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

  

  Business Response

  Date: 05/05/2025

  I am writing in response to your follow-up regarding PODS customer, Mr. ****** ******.
  As previously communicated, Mr. ****** placed his order online on October 31, 2023, using a delivery destination of zip code *****. It was not until December 14, 2024, that he informed PODS of a change in destination to zip code 20684.
  We would like to reiterate that the updated location falls outside of PODS current service area, and as such, delivery to that zip code cannot be accommodated. This was communicated to Mr. ****** on several occasions,including December 14, 2024, April 5, 2025, April 25, 2025, and April 28, 2025.
  Its important to note that because the specific destination details were not disclosed until December 14, 2024, we would not have been able to provide facility-specific information or service limitations prior to that date. Once we became aware of the intended move location, we promptly advised Mr. ****** of the delivery limitations and offered the option to schedule a self-pickup from the storage center.
  While the storage facility is not continuously staffed,representatives are available for scheduled customer access as needed.
  We understand Mr. ******* concerns and appreciate the opportunity to address them. Based on the information and prior communications, we consider this matter addressed. We remain available to assist with any additional questions or support.

  

  Business Response

  Date: 05/16/2025

  PODS Enterprises, LLC is in receipt of your correspondence regarding our customer, Mr. ******* We appreciate the opportunity to respond and provide clarification.
  Mr. ****** originally placed his order online on October 31, 2023, using a delivery destination within zip code *****. It was not until December 14, 2024, that he notified PODS of a change in destination to a new zip code, which falls outside of our current service area. This limitation was communicated to Mr. ****** on multiple occasions, including December 14, 2024, April 5, 2025, April 25, 2025, and April 28, 2025.
  Because the change in destination was not disclosed until December 2024, we were unable to provide facility-specific information or confirm service availability before that date. Once the updated location was known, we informed Mr. ****** of the delivery limitations and offered the option of scheduling a self-pickup from the nearest storage center.
  Upon further review, it appears that the closest facility to the updated destination is our *********** location. On May 9, 2025, the local manager approved an extended delivery to Mr. ******* new address, contingent on his acceptance of the extended delivery pricing. An agent reached out and left a voicemail that same day to inform him of this option; however, no follow-up was received. We attempted another call on May 16, 2025, but were unable to reach Mr. ******* and the voicemail box was full.
  We understand Mr. ******* concerns and sincerely regret any inconvenience. While the storage facility is not continuously staffed, appointments can be scheduled for customer access as needed.
  ********************** remains committed to providing quality service and clear communication. Based on the information available and the actions taken to date, we consider this matter addressed. We are happy to assist further if Mr. ****** has additional questions or would like to proceed with the delivery under the extended service terms.

  Customer Answer

  Date: 05/18/2025

   
  Good morning and yes they have reached out to me.  They are also charging an additional fee for storage at the **** Location, another fee not sure of and a relocation fee of over $1000 which I do not have.  if they were to deliver to SAINT ******* they would again charge me for a pick-up fee.  In good faith I have already paid $249 for last months rental in **********.  Next payment is on May 20th which I am quite reluctant to pay.  Drop off the *** at my residence in **** ******* which is only 2 hours away and I will settle another good faith payment of  $500 based on my last $249 payment that they have received.  This veteran thanks you.  

  Complaint: 23253802
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/23/2025

  PODS Enterprises, LLC is in receipt of Mr. ******* rebuttal and appreciates the opportunity to respond further.
  As previously communicated, Mr. ****** initially scheduled his container delivery to a serviceable area within zip code ***** when he placed his order on October 31, 2023. It was not until December 14, 2024, that we were informed of the new delivery destination, which falls outside of our standard service area. We discussed these limitations with Mr. ****** on several occasions, including December 14, 2024, April 5, 2025, April 25, 2025, and April 28, 2025.
  Following further review, PODS was able to make an exception and approve delivery to Mr.******* new residence in ********************, ********. In order to accommodate this extended delivery, the container must first be transported to the nearest serviceable storage centerour *********** location. From there, we can complete the delivery to the final address. Mr. ****** was informed of this process and the associated pricing, including a voice mail left on May 23, 2025.
  While Mr. ****** has now expressed interest in negotiating the quoted delivery fees,PODS has already communicated the applicable charges for this extended service.These charges reflect the logistical needs required to fulfill a delivery outside our standard service area and ensure safe transport to the requested location.
  We understand and appreciate Mr. ******* perspective and thank him for his service. At this time, the delivery remains available under the terms already provided. Should Mr. ****** decide to proceed under these terms, we will be happy to finalize the arrangements and assist accordingly.
  

• Initial Complaint

  Date:04/25/2025

  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 contacted PODS for moving assistance on 3/20/25 and set up to have a POD delivered on 3/22/25. The representative told me that since I was doing the resveration on short notice if I have to cancel I am able to as long as it was the same day. I did end up having to cancel and I called a couple of hours later to cancel. Everything was fine on that call and I did not owe them anything. A couple of days later my bank account was charged $162 so I called PODS and they said it was charged in error and to call my bank and dispute it. So I did. Today 4/25/25 over a month later I received a call from PODS stating that I owe them $162 for canceling. I explained the situation and the representative today said she sees the notes that the previous representative told me to dispute the charge. She said that I owe this fee and that it is going to the resolution center for review. I let her know that this is completely ridiculous calling me over a month later asking for a payment for service that I never used them for. I want to be sure this is documented in case they try to charge me for a fee that I was told two times I wouldnt be charged for.

  

  Business Response

  Date: 05/05/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ********. On 5/1/2025, a ********************** representative contacted Mr. ******** via email to advise that the fee was assessed in error and has been reversed. 
  
  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 of its quality customer service and I regret that Mr. ******** 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: 05/05/2025

   
  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:04/24/2025

  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 transaction started in the month of Aug 2024 and ended in Jan 2025. I hired them to provide their service in my move from ********** AL to **************. I purchased one of their "mid-sized" ****************************** units, loaded, locked and left the unit at my address. A few days later I get a call from PODS saying the door wasn't properly locked and that they would have to remove (cut off) the lock I put on the unit and replace it with one of theirs. When the unit arrived the door was so hard to open (took 3 guys) because the contents had shifted up against the door. There was some minor damage (maybe due to packing) which I could overlook. However, once I started unpacking I noticed there were items missing which I told them about but also said I still had sealed boxes to open before making a list. After I completed unpacking I made a partial list along with pictures which they requested. I didn't prepare an itemized list which I felt would be unnecessary since I loaded and locked the unit and would be unlocking it upon arrival. After all of that effort the claim was denied for some stupid reason and I was referred to the contract. They basically said that there was a chance of this happening and I agreed to it in the contract. The damage I could forgive, things happen but never did I agree to have things stolen from me which is obviously what happened. This is not the 1st time this has occurred from what I've been reading and it's no excuse for them ignoring the problem then disclaiming their own negligence in the process. I paid them almost $6K ($5732.81) for what I see as substandard & questionable service. To have the claim outright denied after having me go through all the paperwork and the extremely long wait without providing even an apology, is unacceptable. That's a horrible way to run a business and I, along with anyone else I can convince, will never do business with PODS again.

  

  Business Response

  Date: 05/05/2025

  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. Mr. ***** 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 Mr. ***** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mr. ***** 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: 05/06/2025

   
  Complaint: 23245388
  
  I am rejecting this response because:
  The advocacy person they assigned to work the claim is the exact same one (***) who already took me through the ringer and denied my claim after all my time and effort. Why on earth would I give her the chance to do it again. If they're going to use the same person then they can use the documents and pictures they were already sent. I have other authorities to contact about this
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/09/2025

  Thank you for the opportunity to respond to Mr. ***** concerns and his recent rebuttal.
  We would like to take this opportunity to clarify the circumstances related to the pick-up and transportation of Mr. *************** On the scheduled pick-up date, our driver found the container's latch was not properly secured, which rendered the unit unsafe to transport. In accordance with our standard safety procedures, the local team contacted ******** to advise of the issue and coordinated a return visit the following day to properly latch and secure the container.
  While the customer did have a lock on the unit, the latch itself was not engaged, which prevented the container from being locked securely. This condition made the unit vulnerable, as the lock alone does not prevent access if the latch is not positioned correctly. To ensure the container could be safely moved, our team secured the latch and applied a new lock. The combination to that lock was then provided to Mr. ************* ***** was no longer present at the location at the time of follow-up, and we cannot verify the condition of the container between his departure and our reattempted pickup. Based on a thorough review of the documentation, timelines, and internal protocols, PODS was unable to confirm liability for the reported missing or damaged items, and the claim was respectfully denied in accordance with our policy terms.
  We would also like to emphasize that reviews conducted by our Customer Advocacy team are based solely on the investigation of the documentation and information provided by all parties involved. These assessments are fact-based and free from personal opinions or bias.
  We understand that this outcome was frustrating for Mr. ****** and we appreciate the time he took to submit documentation and communicate his concerns. While the original representative assigned to the case is familiar with the details, we regret that the customer feels his concerns were not addressed to his satisfaction. Should Mr. ***** wish to provide any new or additional documentation, we remain open to reviewing it.
  We appreciate the opportunity to clarify this matter and respectfully consider the case closed based on the information currently available.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23245388
  
  I am rejecting this response because:

  Wasn't sure if I wanted to do this again. I've submitted docs and pics to PODS several times but you're with the BBB so here they are.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/23/2025

  Thank you for the opportunity to respond to Mr. ***** recent rebuttal and the accompanying photographs of the lock on his container.
  Per our previous response, a comprehensive review of Mr. ***** concerns was completed, and the findings and resolution were deemed appropriate based on the facts and documentation available. In the spirit of customer service and our commitment to thorough review, we revisited the matter again upon receiving Mr. ***** additional feedback and photographs. After a second review, PODS Enterprises, LLCs position remains unchanged.
  As outlined in our initial investigation, while a lock was present on the container, the latch mechanism was not properly engaged. This rendered the container unsecured, despite the appearance of being locked. To address this, our team returned to the location, properly latched the container, and applied a new lock, providing Mr. ***** with the combination.
  The claim was denied based on the inability to confirm liability for the reported missing or damaged items. The unsecured condition of the container upon initial pickup, along with the gap in time between Mr. ***** departure and our return, left us unable to verify the containers condition during that period. Therefore, we could not confirm that any loss occurred while the unit was under PODS care.
  While we regret that we were unable to change our position on this issue, we can confirm that the matter was thoroughly reviewed, and the findings remain accurate.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23245388
  
  I am rejecting this response because: They know that the doors on those containers are malfunctioning, it looked and felt like it was locked to me. The actual locking mechanism is out of view. Why does it go down and allow a lock to be put on if it's not engaged? I'm sure this isn't the first time this has happened, they should have a procedure in place and notices advising the customer that this could happen. On both of those issues they were negligent. I will never use then again, nor will anyone else I can convince of their shabby way of doing business. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/24/2025

  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 contracted with PODS to move my belongings from ******** to ******. They informed me after I scheduled the ****** drop off that they would need city or HOA permit to leave the *** by the street. The house driveway was steep. I talked to HOA, and the realtor who confirmed that it is okay to have the *** be left on the street by the house.When the *** driver came he chose not to leave the *** stating the street is narrow. It is an internal street with space for cars to pass even after the ***. A lot of cars are parked on the street side. In addition, I offered the driver to put cones or get confirmation on writing. He told me unequivocally, that there is nothing I can do that would let them leave the *** there. This is in direct conflict with what they told me earlier. Had they told me that no matter what they cannot leave it on the street, I would have chosen a different moving provider. I was left with no choice in the last minute and dealing with all the logistics of a cross country move. I had to spend another additional 600 to hire movers to get my belongings from PODS storage facility. I contacted PODS to dispute. They closed the case stating that they let me know about needing a permit. They did not investigate further even when I told them that the permit did not matter. They did not bother to contact me or give me update on the resolution till I followed up. I am requesting that PODS compensate the additional money that I had to spend.

  

  Business Response

  Date: 04/29/2025

  I am in receipt of your correspondence concerning PODS customer,******* ****.
  During the scheduling of her container delivery, Ms. **** was advised that street placement in her area required a permit in accordance with local regulations. While PODS does not control local permitting requirements,we understand that navigating these restrictions can be challenging. In the interest of customer satisfaction, a courtesy refund was issued to help offset a portion of Ms. ***** out-of-pocket expenses.
  As of April 28, 2025, Ms. **** has been refunded in full. The amount should be reflected in her account within the standard 35 business days.
  We appreciate the opportunity to address this matter and remain committed to supporting our customers. If additional information is needed,please feel free to contact us.

• Initial Complaint

  Date:04/23/2025

  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've had two drivers come out since I moved who were unable to deliver my pod because they said they don't do city delivery in my area, yet never told me this before I booked. I had to pay for a city permit to have the pod dropped in a loading zone and they want me to pay a premium fee to have the pod delivered and picked up same day because I can't get an overnight permit. They then went ahead and charged me for another month of storage at a rate $125 higher than my normal monthly rate. I've been without my household goods including my clothes, uniforms, military equipment, work computers and tools for 3 weeks now when it was supposed to have been delivered and after being on the phone for an hour and ********************************************************************************************************************************************************************************* I could have hired a professional moving company with actual movers for less then I'm paying now and had my property delivered on time within an acceptable window instead of having to wait all day for them to drop it when it's convenient for them. If youre in the military do not make the mistake of using pods because they will jam your whole time line up. And make sure th3y tell you about all the unanticipated costs at your drop-off location that they don't tell you about when you book it.

  

  Business Response

  Date: 04/30/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** *******.
  Following a thorough review of the account, it has been confirmed that Mr. ******* will receive a refund for the difference in the monthly rental fee. This refund will be issued to the card on file within 37 business days.
  Mr. ******* explored the option of obtaining a permit for overnight container placement; however, due to local ordinances, this was not feasible. Our records show that the local PODS team made two separate redelivery attempts in an effort to fulfill his request. Additionally, we have confirmed that the redelivery fee has been waived and a cancellation fee was not processed twice.
  PODS Enterprises, LLC is committed to providing a positive customer experience and appreciates feedback that allows us to evaluate and enhance our services. We appreciate the opportunity to address this matter and thank Mr. ******* for bringing his concerns to our attention.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23243145
  
  I am rejecting this response because:
  

  I WAS able to secure a permit for the pod to be dropped in a loading zone.  So their information is incorrect.  I took off work and lost a days income in order to recieve the delivery which I found out Sunday night prior had been canceled by PODS after a two hour conversation with a representative the prior Friday assuring me it would be delivered Monday morning the 28th.  I was never told that PODs was unable to deliver to my address due to their lack of "city service" to the area.  Had i been aware of this i would have explored other options.  All said and done i would have saved a significant amount of money having a regular moving company better equipped to operate in the city handle this.  I have been without my belongings now including my military gear and tools required for me to make a living.  Now I'm charged for an extra month of storage because of their lack of communication regarding their inability to deliver to my address despite being more than willing to take the job having me believe they could handle it.  They failed to live up to their end of the contract and have caused me to lose a significant amount of time and money. I believe it's more than fair to drop the storage fee in it's entirety and I will just have a company come pick the stuff up from the warehouse.  I can't continue to wait for PODs to go back and forth with this and lose another week of income or I'll have to explore other legal options.
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 05/08/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** *******. Per our previous response on 04/30/2025, a complete review was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODS Enterprises, LLCs position remains unchanged. The claim was evaluated and assessed. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.

• Initial Complaint

  Date:04/23/2025

  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.

  We have POD in **. ***** that we have had since hurricane *** in 2023 when we lost our home. We have been paying faithfully through our credit card in accordance with our contract. About 6+ months ago they started charging us an additional $49 for content protection which was included in our original contract. We have call 20+ times to get this resolved but no speaks English at the number we call and they read from a script. We have repeatedly asked for a supervisor or someone to help but never receive a call back. This company is clearly taking advantage of us and now they have locked out our account and we cannot retrieve the things in the ****

  

  Business Response

  Date: 04/28/2025

  I am in receipt of your correspondence concerning PODS customer, ***** *******.    On April 24th, 2025, contact to discuss the issue was initiated with ***** ******* in order to address billing concerns.   We are currently waiting for the opportunity to connect with ***** ******* to be able to work toward a resolution.
  

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

  
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23241203
  
  I am rejecting this response because to date we do not have a resolution. I was contacted by ******** and have tried to call her several times but get her voice mail. I did receive an email from her, and we have been going back and forth but there has not been any resolution to date. I am still awaiting PODS to reverse the charges.

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

  

  Business Response

  Date: 05/05/2025

  Our PODS advocate provided the review findings to ***** ******* that revealed the proper pricing had been provided for the container size used for the move.   We are currently reviewing the issue regarding the combine invoiced assessed for the accrued contents protection fees in the hopes of finding an amicable resolution.
   
  
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23241203
  
  I am rejecting this response because: There is still no resolution on the overbilling of the protection insurance they had been billing. We have **** ******************** that covers all of the contents and declined insurance, but they kept billing us and hit us with a large past due balance.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/08/2025

  
  ***** Hombergs concerns have been reviewed both by our Customer Resolution Team and the Office of the Executive Team in Customer Advocacy.   Our reviews found that ***** ******* was provided with the cost of the contents protection and did not decline it when the order was booked on 4/6/2023.   The rental agreement for the terms of service was accepted on 4/10/2023.      The findings of the reviews were shared with ***** *******. 
  
   
  
  Our PODS billing team found that ***** ******* had not been invoiced for the content's protection fees from 7/27/2023 to 1/27/2025 and issued a subsequent combined invoice for those accrued costs.   As a gesture of goodwill, we offered to credit half of the accrued invoice.    This was not deemed satisfactory by ***** *******.   In the hopes of reaching an amicable resolution, ***** ******* was informed by our PODS advocate today, 5/7/2025, that we would offer to credit the full accrued invoice for the contents protection fees between 7/27/2023 to 1/27/2025.
  
   
  
  We are currently waiting for ***** ******* to return the document that will allow the credit to be processed to their PODS account.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23241203
  
  I am rejecting this response because:

   

  In February I brought it to Pod's attention that I was being over billed. They have agree to credit the back $949.05 back charges on the for contents insurance. However, they continued to bill me after having numerous conversations with them. I was billed on 4/1, 4/27, and on 5/1 was billed a $75 charge that I have no idea what it is for. I made it abundantly clear back in February that we did not need the insurance since we have **** homeowners on our home in ********. I was told by the *** I was working with that she could help me and that I had to call their collections department. I called them and was put on hold for 15 minutes and then had to leave. I really don't know what to do at this point. They are holding my contents hostage and won't even let me schedule delivery. At this point, I just want my things back and to be rid of Pods.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/12/2025

  ***** Hombergs claim has been thoroughly reviewed and no PODS error was found.    The fees for the PODS service are applicable.  Before any scheduling can be done on the order the outstanding balance on the account would need to be satisfied.  
   
  In the spirit of goodwil we offered to credit the accrued invoice for the contents protection fees between 7/27/2023 to 1/27/2025.  We are currently waiting for ***** ******* to return the document that will allow the credit to be process to their PODS account. 
  
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23241203
  
  I am rejecting this response because although *** waived some of the back charges, we are still not able to schedule the delivery of our *** to ********. Just today, I spoke to 4 different people, and they all told me something different. I can't get a straight answer out of anyone, and no one knows what they are doing.  I have never worked with such incomplete people in my life. We just want the *** delivered so that we can have our things back.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/21/2025

  ***** ******* returned the document that allowed for the credit we provided to be applied to the outstanding balance on the account.  ***** ******* has been provided the cost to move the container to their new destination including being offered a discount on the shipping cost.  We are currently waiting for ***** Hombergs response to solidify the dates of the move. 
  
  

• Initial Complaint

  Date:04/22/2025

  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.

  Ordered a pod on 01/09/25, for delivery of empty pod on 04/04, arrived as scheduled. Scheduled loaded POD to be picked up on 04/09 no problems. Scheduled delivery to new location to be done on 04/19/25. POD arrived in *******, ** on 04/16 scheduled to be delivered to new address on 04/19. Now the problems starts. Originally scheduled to be delivered @ 10:15 - 1:15 pm. Hired movers waiting to unload. Called at 1 pm, told the arrival has been moved to sometime before 2:45, at 5 pm, no calls no updates from PODS, i call again, and spoke with a guy named Edger who promised me it will be delivered by 7:45 & he would call @ 8 pm to verify it arrived. No pod, no phone call... Receive an email to tell me now it will be delivered on Monday, 04/21/25 @ 7:15 pm - 10:15 pm.!! At 8 pm, i receive the 1st phone call of communication to be told once again cancelled. I asked when is it scheduled - she says i don't know ! i go online to my acct & states it will be delivered on 04/24 ?? Phone system says it will be delivered on 04/22/25. Now on 04/22, pod company calls & says it will be delivered, Tuesday 22nd. Finally pod arrives Now i call in & ask to speak to a supervisor as they charged my card 3 separate times for $227. 88 ( 1 for each scheduled delivery ) I've been transferred to wrong **** multiple times & have to start all over at the beginning to explain my issues. Each time . not one customer service *** actually listens to complaint. Finally speak with supervisor only to be told they have no corporate contact number, Abby ******** ID ***** located in the ***********! i have yet to hear from a resolution specialist - was told it would be 48 - 72 hours ? Due to the lack of communication, the 5 rescheduling, 2 complete cancellations, the 10 hours wasted waiting on Saturday -19th & 2 hours on Monday 21st only to be cancelled again. I feel the company needs to compensate me for the mover fees of $350 & reimbursement for the 3 charges $683.64

  

  Business Response

  Date: 05/02/2025

  I am in receipt of your correspondence regarding PODS Enterprises, LLC customer, ****** ******** Please be advised that a review of the matter referenced in this complaint is currently in progress.
  On April 24, 2025, a PODS associate spoke with Ms. ******** During that conversation, she shared her concerns and inquired about a potential refund related to the mover cancellation and rental charges. The associate requested supporting documentation, such as an invoice and a bank statement, to assist in evaluating the matter.
  A follow-up email was sent on May 1, 2025, reiterating the request. As of the date of this response, the requested documentation has not been received.
  We welcome Ms. ******* to provide the necessary documentation so that we may continue our review and work toward a resolution.