Complaints

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

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  1209 W Market St Smithfield, NC 27577-3338

• 

  Pods

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

• 

  PODS Moving & Storage

  6718 W. Plank Rd. Peoria, IL 61604

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  PODS Moving & Storage

  11891 Amedicus Ln, Unit B Fort Myers, FL 33907

  

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:04/21/2025

  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.

  My *** was to be delivered 3/28. The driver called and said his truck broke down. I understand problems happen, however we had hired moving help weeks prior to 3/28. Our money was non-refundable. I suggensted the pay for a UHaul truck so my movers could load the contents of the *** into the truck and move it to the new address. They declined. The *** was finally delivered the next afternoon. We had to hire on the spot moving help and it costs us $820. I believe PODS should reimburse us for the cost to hire additional moving help. They offered us $54, which is equal to 1/2 of the delivery charge to move the *** to our new address.

  

  Business Response

  Date: 05/01/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** *******. ********************** records indicate that Ms. ******** concerns were previously addressed and reviewed by a customer advocate. As a gesture of goodwill, the advocate offered Ms. ******* compensation for the inconvenience caused by the rescheduling. PODS can confirm that Ms. ******* originally placed her order online, and at the time of booking, the rental agreement was accepted. According to Section 27 of the agreement, PODS is under no obligation to provide a goodwill that was offered or be held liable for any delays in service. PODS maintains that the information previously communicated to Ms. ******* remains consistent, and as such. Ms. ******* is welcome to review the rental agreement at any time by accessing her PODS online account. Ms. ******* is welcome to reach out to her previous customer advocate or welcome to contact ********************** customer service directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  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 she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23231792
  
  I am rejecting this response because: PODS is saying they do not compensate for same day delays. This was NOT a same day delay. It was a delay of over 24 hours on the delivery. The delay on the pick-up was over 48 hours. Here is what I was told about delays in delivery:

    
  " Please note that PODS does not provide compensation for movers scheduled on the same day as your PODS service. This is because we offer estimated, not guaranteed arrival times, which may result in unexpected delays." 

  And yes, I willing signed a contract stating the above. I also paid every charge PODS issued as agreed. However, I never agreed that 24 hours delays in deliver would be acceptable. Nor did I agree that 48 hour pick up delays would be acceptable. 

  Our delivery was confirmed for 3/28. Due to PODS delay, the *** was not picked up OR delivered until 3/29, over 24 hours late. I was not guaranteed a delivery time, so I was force to wait until I knew the *** was delivered before I could hire help to unload it. This was the reason we had to hire additional moving help. PODS missed the delivery date by 24+ hours. Furthermore, the empty *** was not picked up until 2 days (48+ hours) later.

  THIS is why I am seeking compensation for the costs involved. 
  
  Please let me further explain:
  Our delivery date was 3/28. I was called around 12:00pm and told their only truck had broken down and they were unable to deliver the ***. They would get back to me.
  Later that day we received word they had another truck coming from out of town and the *** would be likely be delivered the next day - no guarantee, they were working on a plan. The movers we hired for 3/28 were non-refundable and were unavailable for the next day. Once the *** was delivered 3/29 late afternoon, we had to hire day laborers at $75/hour each for a total of 4 hours to unload the *** and finish the move-in. They also expected a tip. We paid them $600 plus 20% for a total of $720. I also paid my son-in-law $100 to help.  Again, I realize PODS had little control over a truck breaking down, however, the status of their equipment is PODS responsibility not mine. PODS truck breakdown became my problem when I had to coordinate an alternate plan. That plan cost me an additional $820 and we believe PODS needs to pay for that because they caused the problem. 
  
  By the way, I also had to compensate my renter for their inconvenience because the *** blocked their access for 24+ hours - If you like, we can add to cost of 1 day's rent to my dispute...
  
  When I explained this to PODS, they said to turn in receipts. I did and of course they were rejected because they are not on a Company letter head. I did the best I could at the last minute to hire day labor. They were the cheapest I could find and I was darn lucky I could find anyone. My husband and I are 66 years old and physically unable to move everything by ourselves. 

  PODS offered me $54 to settle the dispute. $54 does not begin to cover my additional expense. PODS was unable to full fill their contract with me. PODS caused the issue, PODS needs to pay for the additional expense I have incurred. 

  Respectfully, 

  ***** *******

   
  
  
   
  
  
  

  

  Business Response

  Date: 05/16/2025

  ODS Enterprises, LLC is in receipt of your correspondence concerning our customer, ***** *******. As noted in our prior response dated 05/01/2025, a thorough review of Ms. ******** concerns was conducted by a Customer Advocate. As a gesture of goodwill, compensation was offered for the inconvenience caused by the rescheduling. While we regret any dissatisfaction, PODS maintains that the resolution provided was appropriate based on the facts available at the time.

  PODS records confirm that Ms. ******* originally placed her order online and at the time of booking, accepted the terms outlined in the rental agreement. In accordance with Section 27 of that agreement, PODS is not liable for delays in service and is not obligated to provide goodwill compensation, though one was extended in this case.

  In response to Ms. ******** most recent feedback, the matter was re-reviewed to ensure a comprehensive evaluation. PODS affirms that its original position remains unchanged. The claim was assessed in line with our established dispute resolution process, and all relevant information was considered. Additionally, PODS does not provide compensation for third-party movers who are independently hired by customers to load or unload containers.
  We place great value on our customers and sincerely regret any inconvenience Ms. ******* may have experienced. PODS takes all customer feedback seriously and strives to uphold the highest standards in customer service. We regret that Ms. ******* feels she experienced anything less and apologize for any dissatisfaction.

  Should Ms. ******* wish to review the rental agreement, it remains accessible through her PODS online account. She is also welcome to contact her assigned Customer Advocate or reach out to ********************** **************** directly at **************. With this correspondence, PODS Enterprises, LLC, considers this matter closed.

• Initial Complaint

  Date:04/20/2025

  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.

  a PODS container was placed without authorization on private property located at ***************************************We first contacted PODS on April 9, 2025 and informed your representatives that this container was placed without the required consent or approval of property management. Despite assurances that you would contact the renter and arrange removal, the container remains on-site as of today, April 20, 2025.Pods is been neglected and refused to remove container in a private property without authorization from management for container to be there.

  

  Business Response

  Date: 04/22/2025

  I am in receipt of your correspondence from *********************************** concerning our PODS customer.   On April 21st, 2025, our PODS advocate communicated with a person who claimed to represent the *********************************** to address their concern as to our customers container being placed in the community parking lot.  Arrangements have been made to meet their request and remove the container. 
    
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Meadowchase Condominium Association  may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Meadowchase Condominium Association  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:04/17/2025

  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.

  On 4/13/25 I researched local storage and compared costs and found pods to be the best option when I saw that they had a 30 percent off promo. It showed a monthly rate of $69 and for content protection you could click a bubble that said $35 a month. So I paid with ****** at that moment. In trying to determine if my items would be covered and what types of damage they would not cover I saw some things that made me think they wouldnt be but was unsure so I called customer service and I asked if my vintage dolls and my sons tools would be covered if moisture and humidity in the pod caused them to mold or rust since I wont be storing it in a climate controlled space would i be covered and she told me, " i would have to file a claim to see" the language barrier was evident as she could not understand what i was asking so I canceled the insurance today 4/16/25. the pod was delivered yesterday and its interior made me suspect it could get humid inside and pose a threat to my items i intended to store. In looking up what was covered I noticed my **** said $50 a month which I never clicked on. the options were $10 for container $35 for contents. I was told I will be charged the $50 for insurance this month still even though I did not click on anything saying 50, and despite my cancellation upon discovering that I dont think my items and the type of damage I am concerned about would be covered. This was when I was told the cost of the pod rental was $99 a month and that the $69 was an intro price. NO WHERE did anything on their site specify it was an into price and to the contrary I screen shot today when putting in the same order to see if it was my fault for missing something, but it did in fact show that my monthly cost would be $69 monthly. I spoke with 3 reps today at pod, one on the phone who told me if my things get moldy to file a claim which was inaccurate, and 2 via chat who said I need to pay the $50 and $99 a month. I have screen shots to contest this bait&switch.

  

  Business Response

  Date: 04/29/2025

  I am in receipt of your correspondence concerning PODS customer,******** ****.
  Ms. **** booked her PODS order online and received all applicable documentation outlining the details of the promotion, which included coverage for the first months rental fee and the insurance coverage fee. In the interest of customer satisfaction, a courtesy refund of the insurance fee was issued on April 22, 2025. The refunded amount should appear on her account within the standard 35 business days.
  We value our customers and strive to provide a positive experience. Should you have any further questions or require additional information, please dont hesitate to reach out.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23214179
  
  I am rejecting this response because:

  I am accepting the nominal refund. I am not accepting that their advertising tactics were not duplicitous in nature. The bait and switch I outlined was accurate. What was shown to me on their website when I clicked and paid based on what I was viewing and trusting was in fact different than what they emailed me. I did not read the email as I believed the webpage as I navigated the order I placed and paid just as I would on any website that I was making a purchase from. I have never had to read an email before paying for items I bought to ensure what the price and expected costs that I was looking at were the same as what was sent by email. That is not the norm and it is one method in their tactic of deceipt. I have no problem paying the monthly fee they are charging me now. I just want them to admit this ploy was intentional and to change it on their web page so it is undoubtedly clear. 
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 04/30/2025

  I am in receipt of your correspondence concerning PODS customer,******** ****.
  
  Ms. **** placed her order online and received all applicable documentation outlining the terms of the promotion, which specified that the discount applied to the first months rental fee and the insurance coverage fee. A full breakdown of charges was also emailed to Ms. **** and made available through her online PODS account.
  
  The promotional details displayed on the PODS website clearly indicate that the discount applies to the first months rental fee only, with standard rates applying thereafter. On April 16, 2025, Ms. **** contacted PODS for clarification, and a representative explained the promotion to her and followed up with written confirmation via email.
  
  We appreciate the opportunity to address this matter and are available should further clarification be needed.

• Initial Complaint

  Date:04/17/2025

  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.

  Hired PODS for moving. 1. Paid $25 to have PODS placed in non-pavement. I was told no and they were placed in the driveway. The $25 was never credited back (since has been but still not received as of today).2. I backed out of the house I bought and switched the PODS to be delivered to a new apartment but they took the pick up date and pushed it back when I did not ask for that.3. Once I noticed the new pick up date was 3/21 and the house was no longer mine as of 3/14 I called immediately to have the date changed to which they said they couldnt but would put in an emergency request to get the picked up as soon as possible.4. The new owners began threatening me to have the PODS moved within 2 hours or they were going to come after me for $5,000. They also said that the PODS placement was causing damage to the driveway in which they would seek further compensation. This all had me on the verge of a mental breakdown all while trying to be a single mother to my daughter.5. The PODS were eventually picked up and placed at the apartment but I had no say in where.6. I received a call saying they were there to pick up one of the two PODS but couldnt because there were cars around. I live in an apartment, it was early in the morning and I wasnt the one who said to place them there, that was PODS choice. Without knowing how to move cars that didnt belong to me the PODS driver left without picking up the ****7. A different PODS driver came a few days later and picked up a POD with no issues with cars right next to it.8. The other POD is picked up a day or two later.9. I get a phone call a week or so later from a PODS driver saying theyre on the way to get the **** Both have already been picked up..?10. I get a charge for an additional month of storage a couple days later. The PODS HAVE BEEN PICKED UP WITHIN A MONTH.This is the single most frustrating thing I have ever experienced and I would like compensation for all the difficulty and stress.

  

  Business Response

  Date: 04/29/2025

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** *******. On April 22nd, our PODS Advocate contacted Ms. ******* to discuss the next steps in the claims process. As of April 22nd, a resolution has been reached. Based on this, we respectfully request that this complaint be closed as resolved. Thank you.

• Initial Complaint

  Date:04/16/2025

  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 reserved a *** on 3/18/25 with PODS with the expectation that the *** would be delivered to my current home in ************* on 4/15/25 for the amount $1200. I then scheduled movers to move my items into the *** later that same day that the *** would be delivered with a separate company, this was pre scheduled on 3/18/25 as well. I confirmed my delivery of the *** via automated email sent from PODS on Friday 4/11/25. On the day of 4/15/25, the day my *** was to be delivered, I received a phone call at 11:24am from PODS saying that my *** had been cancelled and would not be dropped off until the next day without any reason why. This was 2-3 hours before the *** was supposed to arrive. This caused a huge disruption in my moving plans because I had to reschedule my movers that I had already been charged for to the next day and was charged a fee of $200 for doing so because they were not given 24 hrs notice, I had to miss an extra day of work causing lost funds for myself, and now the movers cannot move me out until 7pm today because of this mistake from PODS. A claim was filed on my behalf at PODS and I got a response saying that they would only refund me $50. This offer from PODS is unacceptable. I believe I am owed $500 for the movers I had to reschedule and half of the $1200 for the ***. PODS did not provide a reason as to why my *** was canceled in any way. They have caused a huge amount of stress and money being spent on my end. I find it incredibly unprofessional that they would only offer me $50 for this massive mistake that they have made. For a company as large as this I would think that they would have better customer service than this. Causing cancellations like this without any reasoning while a person is moving is one of the worst things you can do at such a stressful time. And to provide basically no compensation for their mistake is even worse. I hope this finds the right person and that I can get some help getting what I believe is owed to me.

  

  Business Response

  Date: 04/22/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** ****. On 4/21/2025, a ********************** representative and Ms. **** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.   We are currently awaiting the return of the documentation to enable the credit, and once returned, the refund will be completed, satisfactorily resolving the issue.

• Initial Complaint

  Date:04/12/2025

  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.

  This complaint is against PODS moving/storage. I have a storage container with them that I requested a site visit (to clear out the pod) at their location in *******, **. I called on Thursday 4/10 to confirm the site visit and was assured that the pod would be made available and that I would have to check in at the office on the date requested-Saturday 4/12. I get to the facility and there is nobody in the office and my pod is no where to be found. I contacted corporate and the first associate gave me some lame excuse and refused to connect me to his supervisor. I sat there for over an hour. The facility is supposed to be open on Saturdays from 8am-5pm, yet the office is locked and lights are off. I then call again and the second associate puts me on hold for over 40minutes and never returns; the line dropped. There was even a truck driver waiting there from 8am, waiting to unload his delivery. This is extremely unprofessional of a company to conduct business this way. Their hours of operations are 8am-5pm on Saturdays (confirmed by the first associate on the phone). I do not understand how this company cannot get in touch with their local facilities. I wasted money on a moving truck and gas. Im paying for stupidity caused by this company. I need to rent yet another truck and take time out of work to attempt to access my personal belongings. This company had better get in contact with me or I will be left no choice to seek legal measures to get my belongings back.

  

  Business Response

  Date: 04/21/2025

  I am in receipt of your correspondence concerning PODS customer,Ms. ***** *********.
  Following a review of the matter, our records confirm that ************** container was scheduled for self-service pickup on April 12, 2025.On the scheduled date, Ms. ********* arrived at the location and reported difficulty accessing the site. She contacted the phone number provided but was unable to reach anyone and subsequently contacted PODS ***************** Our team also experienced difficulty reaching the location at that time.
  We understand Ms. ********* was ultimately able to retrieve her container on April 19, 2025. At this time, we are awaiting her response regarding a mention of potential out-of-pocket expenses related to a U-Haul rental.
  We appreciate Ms. ********* bringing this matter to our attention and have reached out to her directly via email. We ask that she respond at her earliest convenience so we may address any outstanding concerns.
  We regret any inconvenience experienced and remain committed to resolving this matter in a timely and professional manner. Should further information be required, please do not hesitate to contact us.

• Initial Complaint

  Date:04/12/2025

  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.

  We moved from ****** to the *** (early 2024). In ******, we used PODS to store our things until we decided what country/place we were going to move to. We settled in ******** ********. We called in this year to finally get our *** delivered to our new location. We called and updated PODs on our new address to have the *** shipped to. They gave us a quote but when we continued with the process we found additional fees and mistakes made by PODs. They misquoted us because they didn't use the new address, they gave us the quote in CAN dollars when we specifically asked for USD. The charges piled up and we ended up paying well over 5k. There were constant issues with PODs not taking the money on the day the committed to (this happened 3 times), taking out pennies every day from the ****************************************************************. Throughout all of this we called and spoke to multiple people. they weren't sharing information and frequently made up excuses on where our *** was. All of these calls were recorded so I promote listening to them. I was told that we would receive a credit for all of the problems - that never happened. My wife and I were concerned that this was now targeted and we were being manipulated so we got our *** and decided to escalate.What do we want? We want monies refunded for this nightmare - as promised (on recorded call). PODs needs to be held accountable for this. They can't treat people like this and walk away *****-free.

  

  Business Response

  Date: 04/16/2025

  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 on its quality customer service and I regret that Ms. ******** feels they experienced nothing less. We sincerely apologize for any instance where a customer is not completely satisfied with ********************** 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: 04/23/2025

   
  Complaint: 23195342
  
  I still have not received contact from PODs and it's been 7 days. I have emailed them and also left a message. This is one of the issues we experienced with PODs
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 05/02/2025

  We would like to clarify that an email was sent to our customer,Ms. ******** ********, on April 16, 2025, advising that her concerns were under review. On April 22, 2025, Mr. ******* ******** responded, stating that no one from PODS had reached out. A follow-up reply was sent to Mr. ******** confirming that the April 16 email served as our official correspondence regarding the matter.

  
  Following a review of Ms. ******** account, an adjustment was applied to the open invoices in alignment with the pricing details previously communicated.
  

  Additionally, on February 25, 2025, a Team Lead from our **************** team provided Mr. ******** with a detailed breakdown of the charges associated with their move. Our records confirm the account has been fully settled. No further adjustments are necessary, and no refund is due at this time.
  

  We appreciate the opportunity to address this concern.

• Initial Complaint

  Date:04/10/2025

  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.

  In December of 2024, I accepted a quote with PODS Moving and Storage and entered a contract to move from ***** to ************, ** for a set amount. I was informed by multiple associates that my chosen date and time for the *** to be delivered was good to ******* forward to moving time, the *** was delivered to my Texas residence perfectly, and picked up on time as well. The issue began when it arrived in ** for delivery. I was moving into the center of ************ and had to acquire street parking permits and coordinate with the ***************** for all of this to occur properly. I was following up with PODS leading up to the day before delivery and then, on the day before delivery, I did not receive an estimated time of arrival. I was informed they would contact the delivering center and get back with me. That never happened.The morning of my move, when all my permits were in place, nothing arrived. I called PODS and they informed me that now I needed a special service called City Service that would be an extra $549 and that I had to schedule it a minimum of 72 hours ahead of time. My destination never changed, but now all the sudden I needed to pay more money and wait longer. I did so out of needing my belongings and me, my wife, and my pets had to sleep on the floor, with nothing, for three days. Since this event, I have been in contact with them and they have not resolved this, or sent me any correspondence to even attempt to fix this. I have called multiple times to no avail. This incident may be considered a breach of contract. This needs to be fixed. I am not contesting my pickup/mileage billing, but the "city service" costs were never disclosed upon entering the contract and accepting the quote. This cost must be returned.

  

  Business Response

  Date: 04/16/2025

  RE:       ******* ******* (CID 169553771)
               Complaint #: 23188379
  
  Dear Ms. *******
  
  We acknowledge receipt of the correspondence concerning PODS customer, Mr. ******* *******. As of April 16, 2025, an agreement was mutually reached between PODS and Mr. ******* involving redelivery as part of the resolution of the matter.We are presently awaiting the return of the required documentation in order to initiate the credit process. Upon receipt, the refund will be issued accordingly, thereby bringing the matter to a satisfactory conclusion.
  
  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: 04/21/2025

   
  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.
  

  The company offered a settlement refund and I confirm the settlement refund was posted to my account.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pod to move from MA to **. Pods was dropped off at 2/13/25 packed and loaded and fully paid. I moved and closed on a new house, due to pods delivery schedule i had to have it dropped off at the new location at 3/13/25 the pods were empty and cleaned and picked up on 3/17/25 (the earliest they had). i was then charged and additional 349 for Monthly Rental of Container in Storage Center which they listed my address( i am not an authorized storage center and the pods was on the road) not even my property for the dates of 3/13/25-4/12/25 but the pods were at my house for 4 days and picked up and not at a storage center. I was also charged for the content protection for ***** as well for the same dates. i understand the drop and pick up fee. but that is outright outrageous. I did not receive any contact about these charges until today 4/8/2025 and told if i do not pay it in full today it will go to collections. the representive kept telling me i cannot speak to a supervisor about this matter and i just have to pay. by end of day. They told me their supervisor was busy and passed my information along after 15mins of me asking to speak to someone higher. As a customer/ veteran this is an outrage and needs to be addressed.

  

  Business Response

  Date: 04/10/2025

  I am in receipt of your correspondence concerning PODS customer, ******* *******.   On April 9th & April 10th ,  2025, contact to discuss the issue was initiated with ******* ******* in order to address billing concerns and 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: 04/11/2025

   
  Complaint: 23176046
  
  I am rejecting this response because: My issues were not even addressed just and apology. I will need a little more details on the issue at hand and what actions will be taken.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/16/2025

  We appreciate ******* ******* giving PODS the chance to address the concerns presented.   The review found that ******* ******* did not schedule the move to be completed within the first month therefore a second month of rental and contents protection applied.  In the spirit of goodwill, ******* ******* was presented with an offer for a partial credit refund for the second month of reoccurring fees in the hopes the matter could be resolved amicably.  We currently await ******* Hohmanns response.
   
  
  

  Customer Answer

  Date: 04/17/2025

   
  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:04/07/2025

  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.

  In June 2022, I ordered a POD to be delivered to me in *****, I was relocating to ********. I was quoted three prices one for the monthly fee, one for the trasportation and one for the delievery. That amount changed drastically after I packed up my POD and they picked it up to take it to their warehouse. After I got back to ********, I could not afford the monthly fee, the delivery fee and the transportation fee to receive my POD. It was not until March 2025 until I was able to save up enough money to get my belongings delivered to me in **, where I currently reside. After saving up the ***** dollars plus the extra 180 for delivery I thought I was clear and square with them. However, in the midst of them charging me the transportation fee, they charged me and extra monthly fee on top of the ***** even though my POD was being delivered and I was no longer using the storage unit. After I called to inquire about utilizing a POD that I am paying for and do not have I was told that I can't use a POD and they were not going to prorate or refund the monthly fee of $313.00. They are scum and they rip people off, I had my POD with them for 3 years paying almost $400/ month and they still screwed me. They said they closed my account but how is my account closed if you charged me for a month.

  

  Business Response

  Date: 04/09/2025

  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.