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

  4816 Pods Way Chesapeake, VA 23320

• 

  PODS

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

  6791 28th Street Cir E Sarasota, FL 34243-4143

  

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:03/14/2025

  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 started a move through Pods Moving & Storage in July of 2019 from ****************, **. I paid them every month in the amount of $221.99 for their storage of my filled 16 container with my home supplies. I finally had the $3500+ to setup the final delivery of my items in February 2025 to be delivered on 11 March 2025. The day before the scheduled delivery, on 10 March 2025, they emailed me at 09:00 saying that I had until 10:00 to pay for the extra delivery fee, or my delivery was canceled. I clicked the link within their email and their website said I owed $221.99. My wife paid this at 09:14 (14 minutes after I received the email and before the 10:00 deadline.). Pods still cancelled the delivery. After discovering this, I contacted pods via chat. They would not answer my questions and would not transfer me to a supervisor for resolution of this issue saying that I had to call their customer support line. I called, and after waiting for over a half hour, I reached an agent. Once again they wouldnt satisfactorily answer the reason for these charges, so I asked for a supervisor multiple times. After over an hour on the phone, they still would not transfer me to their supervisor. It turns out that pods lies and it isnt possible to transfer customers due to their employees working at home. Today, 14 March 2025, I found they have charged me an extra, undisclosed amount of $50 (twice, which totals $100). I messaged their customer support line, and they gave me attitude, and did not transfer me saying that I could contact their main customer service number to reach a supervisor. (Again which isnt possible) Finally, the customer service agent, ****** *., ended the chat and left. I have paid over $17,000 to Pods over the years, and they continue to make up new charges required for me to gain access to my stored pod.

  

  Business Response

  Date: 03/17/2025

  RE:       *** **** (CID:138127758)
               Complaint #: 23065451
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*** ****. As of March 17th, 2025, PODS records reflect that Mr. **** has been consistently charged his standard monthly rental fees, along with the transit fee for transporting the container across the country. PODS will also be charging Mr. **** for the redelivery of the PODS container, scheduled for March 18th, 2025. The redelivery fee was included in the original quote provided at the time of setting up the PODS account. All fees for ********************** services were outlined at the time of booking and are additionally confirmed through order confirmation pages,which are accessible to Mr. **** via his online PODS account, under his documents. PODS records show that Mr. **** was charged a one-time fee of $50.00. This amount will be refunded with-in the next three to five business days. Should *************** account statement confirm and reflect that his card was charged this $50.00 fee more than one time, Mr. **** is welcome to follow with the PODS accounting team 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 Mr. **** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mr. ***** feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

• Initial Complaint

  Date:03/13/2025

  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 attached a formal complaint in the attachments to this complaint, as there are many pertinent details to be addressed.The long and short of the story is PODS provided a quote to my 81 year-old father, did not honor pickup and delivery times. Further, through no fault of my father's and admittedly through PODS error, they billed him an additional $859.43, which they debited from his account after being told that this was their error and he would not be charged. They've cancelled delivery, we've had to reschedule and it has been a nightmare. I want to address there are certain members of customer service that have been helpful in identifying what happened and acknowledging PODS error, but their ********************** is HORRIBLE and rude.

  

  Business Response

  Date: 03/14/2025

  I am in receipt of your correspondence from ********* ***** concerning our PODS customer.   On March 14th, 2025, contact to discuss the issue was initiated with ********* ***** in order to address pricing & scheduling concerns with the hope of reaching an amicable resolution.    We currently await ********* ****** response.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ********* ***** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ********* ***** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

• Initial Complaint

  Date:03/13/2025

  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 called and requested that the empty PODS container be picked up on 3/8/2025, 3/10/2025, 03/12/2025 and 03/13/2025. No one has contacted me or have come to pick up the empty PODS container.

  

  Business Response

  Date: 03/25/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *** ********. A review of the issue that gave rise to this complaint was conducted. On March 17, 2025, a PODS Customer advocate contacted Mr. ******** and made him aware that the final pick up of the container was scheduled for March 20, 2025.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ***************** have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Mr. ******** 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:03/13/2025

  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 initially reserved an 8 ft container with PODS. When I called to cancel, I was provided two quotes on February 11, 2025: $2,724 for the 8 ft container and $3,616 for the 16 ft container. I was explicitly told that these quotes would be locked in and that I could upgrade to the 16 ft container at a later date without issue. I even requested email confirmation, but I was assured that the details were noted in their system. When I called to make the switch to the 16 ft container, I was informed that the change had been processed. However, an 8 ft container was mistakenly delivered on March 6. Since the office was closed that day, I called first thing on March 7 to request the correct 16 ft container. The representative I spoke with confirmed the swap and assured me that the cost would reflect the original quoted price, accounting for the difference between the two container sizes. Despite this, I was quoted $4,354.90 on March 12 nearly $1,000 more than the agreed-upon price. My container is currently still in **********, and I was previously advised that the quote would be matched after the case team pulled up the initial transcript confirming the original price. There was a transcript that confirmed the price that I am requesting. However, PODS determined that I did not request for a change to an 18 foot container, despite me calling to do so. This is just ridiculous.The stuff is stuck in ********** because of the cost dispute, and we need our belongings shipped ****. This delay is completely unacceptable, especially given that I was repeatedly assured that the original quote would be honored. I expect Pods to honor the original all-in quote of $3,616 for the 16 foot container and ensure the immediate shipment of my container. I would really like your help with this. I've read bad reviews of their company, but have never experienced this myself. I'd like to resolve this ASAP so that they can ship my belongings to *************.

  

  Business Response

  Date: 03/19/2025

  I am in receipt of your correspondence concerning PODS customer ******** ******.  On March 14, 2025 contact to discuss the issue was initiated with Ms. Mittal to address her concerns. We have completed the review of the account and have found some opportunities to review with the customer further, at this time, we are waiting on the customer's response.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that  Ms. Mittal may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that  Ms. Mittal 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: 03/20/2025

   
  Complaint: 23060268
  
  I am rejecting this response because: I have reached out to the business since 3/14/25 and have not received any response addressing my concerns. I am told that there is a case and they are looking into it. However, I am continuing to get billed amounts that do not make sense. I would like to get a formal response from the business that they will honor the original quote, and a refund to be processed for all the extra charges that have been charged. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 03/28/2025

  ******** ******* concerns were thoroughly reviewed and a resolution offer was provided which ******** ****** accepted.  PODS considers that the matter has been resolved amicably.

• Initial Complaint

  Date:03/11/2025

  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 called to get a quote for a pod unit to move my home a few states over and when I asked the pods ***resentative on the phone if there would be any issues loading heavy machines into the unit she claimed I didn't need to worry about a weight limit or hauling machines, that it was fine. Upon delivery of the pod unit the wall inside clearly states no motor vehicles allowed and upon independent research found that I could only haul roughly ***** lbs safely. I was lied to about what I could use this storage unit for and when I brought this up to the managers at pods they refused to refund more than $50 of the $460 I had spent to recieve the unit. This is unacceptable as I was bluntly lied to about how I could use the unit I had paid for. I am seeking a full refund as this sale would not have occurred if the pods sales *** had been honest.

  

  Business Response

  Date: 03/14/2025

  RE:       *********** ***** (CID 169842648)
               Complaint #: 23051166
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********** *****. ********************** records confirm that the PODS brand container was initially delivered to his property on February 24th, 2025. PODS review confirms that Mr. ****** accepted his PODS Rental Agreement the same day as the container was initially delivered to him, outlining the cancellation policy, along with weight limitations and combustible items being stored with-in a PODS brand container, irrespective of anyone informing Mr. ***** of any limitations or item restrictions. After reviewing Mr. ****** call records it confirmed that there are no phone calls from Mr. ***** on the day of delivery or after until March 3rd,2025. Mr. ***** contacted PODS over seven days after the containers initial delivery to request cancellation of the order. Due to the nature of these circumstances, no compensation is warranted or granted. We greatly appreciate Mr. ********* feedback and apologize for any inconvenience he may have experienced.Should Mr. ***** wish to further discuss his claim she is encouraged to contact PODS 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 Mr. ***** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mr. ***** feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with the PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23051166
  
  I am rejecting this response because:

  The phone call in question when PODS Lied to me was not on the date of delivery but a week prior when I ordered the pods unit the *** I talked to on the phone told me there would be no issues loading motorcycles or heavy claw machines into their unit as i had explicitly express was the reason for renting the unit in the first place. It wasn't until a week after receiving and filling the unit that my wife noticed the notice on the interior wall of the pod unit saying we could not transport combustion engines in the unit. Also upon independent research we round we would be way over the weight limit I had been told not to worry about which was not even posted inside the unit. I was lied to and if I was not lied to I would NOT have ordered the unit.
  
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 04/03/2025

  RE:      *********** ***** (CID 169842648)
              Complaint #: 23051166
  
  Dear Ms. **************** am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********** *****. ********************** records show that Mr. ***** ordered a PODS brand container on February 23rd, 2025, at around 4:00pm EST, with delivery taking place on February 24, 2025, over the phone. As mentioned in our March 14th, 2025 response, Mr. ***** accepted the terms of the agreement, which includes the cancellation policy, weight limitations, and restrictions on combustible items, on the day of delivery. Mr. ***** did not cancel the order at that time. Mr. ***** contacted PODS on March 3, 2025, over a week after delivery, to request cancellation. Given the circumstances surrounding when the cancellation was requested, PODS maintains that no compensation is due. We regret any inconvenience and appreciate the feedback. Should Mr. ***** wish to further discuss his claim she is encouraged to contact PODS directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.

• Initial Complaint

  Date:03/11/2025

  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 ordered PODS service to drop off an empty container at my previous house, picked up and stored at their facility until they drop it off at my current house. After the drop off at my current house we were able to empty the *** quickly and we requested the empty *** to be picked up early, within the ***** period for a full months refund which is what I was told on several of the many calls Ive had with their customer service team. ********************** was busy so they could not pickup on the date I requested and they could not even accommodate the three day advance window. The representative I spoke with on March 4 2025 reassured me that I would get a full months refund because it is not my fault they could not grant my pickup date request which was within the ***** ******* The *** was empty and ready to be picked up on the date I requested. The phone call from March 4th should have been recorded so they have that evidence that I was indeed promised a full refund. Another representative a week or two prior had said the same thing. I called again March 10 and the lady said I would not get the full refund. I am getting mixed responses from different agents but was promised I would get the full refund. The company has the pod for an entire extra month but they will not honor my refund for the month. I spoke with another lady March 10 for an hour while she said she would ask again for the refund and had me on hold a huge majority of the time. I finally asked her if she could call me back when her supervisor responded and she said she would email me the response and she never got back to me. All I am requesting is the promised refund that I was told I was eligible for on a recorded line on March 4 2025 of ****** which is equivalent to the monthly rental value. I paid for the time period 02/28/2025-03/30/2025 but i requested that they pick up the *** within the 3 day ***** period of the 02/28/2025 so I am paying for an extra month even though they are in possession of the ***.

  

  Business Response

  Date: 03/19/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ******. On March 18, 2025, our PODS advocate reached out to Ms. ****** to discuss the next steps in the claims process.  We have offered the customer a settlement refund, and we are currently waiting a response from the customer.

• Initial Complaint

  Date:03/10/2025

  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.

  Pod was parked in front of neighbor's house. When I came out, I notices that it was close enough to my driveway that my car would be unable to exit. When I told the driver, he became combative and told me that it was legal. When I said 'god **** it' he told me to watch my language, told me to learn how to drive, threatened me.

  

  Business Response

  Date: 03/13/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Mr. **** ******. We sincerely appreciate you bringing this matter to our attention. At PODS, we hold our team members to high standards of professionalism, and we do not condone the behavior described in this complaint.
  
  While we are unable to publicly discuss employee matters due to company policy, please be assured that we take reports of this nature seriously. The matter has been addressed internally to ensure appropriate action is taken. Additionally, on March 12, 2025, we reached out to Mr. ****** to discuss his concerns directly.
  
  PODS values all customer feedback and is committed to providing a positive experience. We regret any inconvenience or frustration Mr. ****** may have experienced and appreciate the opportunity to review and address this situation. Should he require any further assistance, we welcome him to reach out to our Customer Advocacy team.

• Initial Complaint

  Date:03/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a PODS container drop-off on January 9th, 2025 to my apartment location at ********************************** for the date of March 5th, 2025. I scheduled movers for this date. Just a week prior to the drop-off date, I received a notification from PODS via email on 2/26/2025, indicating the upcoming pods service was 7 days away. When I went on the PODS website to confirm the container drop-off date, the date was adjusted in the system to March 6th, 2025 without me being notified. I called PODS at ************** on 2/27 and inquired about the change of date and they advised they are not open Wednesdays, which 3/5/25 would've fell on. PODS advised they were unable to officially book the drop-off for 3/5. No one told me.PODS rebooked the container drop-off for March 4th with an estimated drop-off date to *****, ** for March 14th. The PODS driver was supposed to pick up the container March 6th during the service window of 1:30-4:30pm, the container area was blocked off. I did not receive a call from the PODS driver until nearly 7pm on 3/6. There was a car parked near the PODS that I was unable to block access to outside of the promised time window because it's a public street that requires a permit. The driver immediately canceled the order entirely without notifying me on 3/6. I called PODS on 3/7, they cannot pick up the container until after 3/8, when I will be moved out of state. The supervisor at PODS confirmed on 3/7 between 10:14 am - 11:30am EST she cannot advise a date when PODS can pick up the container or the date they can deliver my belongings to *****, **. I expressed urgency to PODS that I have already paid a permit to the city of ********** to have the PODS parked on the public street for a limited number of days. **************** advised she was unable to contact ***** *. who is Market Manager at PODS in **********. I have paid $1,655.64 to PODS on 2/28/2025 for the container pick-up and drop-off with no confirmed dates and no access to *****

  

  Business Response

  Date: 03/17/2025

  I  am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, **** ******. Upon thorough review, we confirmed that the resolution provided aligns with the details uncovered during the review process. To provide context, during Ms. ******* order booking call on February 27, 2025, our representative was given a better discount than what was originally offered to Ms. ****** in January, 8, 2025. Subsequently, when Ms. ****** inquired about the lock for her container this was added onto her order and delivered with her container, the changes of the delivery dates did not occur and was kept on the original scheduled delivery date of March ******, as Ms. ****** requested.
  
  While we understand the nature of Ms. ******** concern and regret any inconvenience caused, we want to assure you that we thoroughly reviewed this matter to ensure accuracy
  As Ms. ***** was given the information of her complaint we consider this matter to be resolved.
  

• Initial Complaint

  Date:03/07/2025

  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.

  - Untrained customer service representatives who misrepresent PODs services: We have spent upwards of 6 hours on the phone with PODs customer service about delivery, pickup and redelivery in which we received contradictory sets of information and reassurances about delivery times, scheduling, etc.. PODs communication has been horrible and each representative has a different set of information to provide. - Misrepresented services: we were told the drivers would arrive at a different time than they did. customer service said they changed it, drivers said that it was impossible to change it. - Nonresponsive customer service: On 1/6/25, I was told to email a customer service email address to try to resolve our concerns to an account that I'm not sure is real ********************************************* My message was never answered. - Did not follow protocol: Drivers on our redelivery did not call ahead of time on 2/10 or 2/11. - Unacceptable customer interaction which ********************** has not taken responsibility for: Driver for our redelivery on 2/10/25 yelled at us in the middle of the street at 8am and drove away without picking up our POD, or explaining what was going on with the snow. - Improper handling of our concerns: Shortly after our 2/11/25 pickup, we contacted PODs to discuss our challenge with this driver and were told that our case was submitted for review. When I called to follow up, I was told to call again later because it had not been looked at yet. When I called back on 2/24 to follow up, I was told that the case had not been submitted in the first place. - Nonresponsive customer service: ********************** looked into our case and said they have done nothing wrong. on 2/26, I followed up with our case manager, per their email, to appeal because they did not address all of our concerns and they have not responded. I followed up on 2/28 as well. We would like $1500 refunded for our trouble.

  

  Business Response

  Date: 03/12/2025

  I am in receipt of your correspondence concerning PODS customer, ***** *******.    On March 11th, 2025, contact to discuss the issue was initiated with ***** ******* in order to address concerns regarding their move experience.  We look forward to discussing the issue with ***** ******* in the hopes of reaching an amicable 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: 03/13/2025

   
  Complaint: 23033876
  
  I am rejecting this response because: 

  I do not want to close our case until our matter has been resolved. Today was the first time we were able to connect after playing phone tag all week and I would like to see results before closing this complaint. So far, our concerns have not been thoroughly addressed or compensated for. 

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

  

  Business Response

  Date: 03/18/2025

  ***** Hennicks claim was thoroughly reviewed, and after detailed examination no errors related to PODS service were found.  We appreciate ***** Hennicks candid feedback and apologize for their experience.  In the spirit of goodwill, ***** ******* was provided an additional discount on the transportation cost of the container and credited for the redelivery fee.  
   
  
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23033876
  
  I am rejecting this response because: I do not feel that PODs has taken accountability for the horrible experience we had with their company. It is strange, but not surprising to me that a company conducting their own investigation will find that they did nothing wrong. I do not feel respected as a customer with a "goodwill" discount that was much lower than the amount we asked for- it is incredibly frustrating to have to work so hard to get so little compensation after such a terrible experience with this company. I fear that PODs will continue to provide the same services to other customers without any changes to their business model. 

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

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 pods with **************************, both pods were to be moved from 1168 ***** *** to 56 Southernwood on 3/4/25. One pod was moved and the other was not. I was scheduled to be moved from 5-8pm. I called at 8:15pm on 3/4 because my pod was not moved and I had not heard from the business. I was told the driver was running late and he was going to move my pod next. It would be done that night. At 9:30pm I received a phone call from ************************** and they say my pod can not be moved until 3/11/25 now. I have sold the property of 1168 *****. I no longer have authorization to have the pod on the premises. I tried to call and explain this to numerous employees and they can not get the pod moved sooner. I asked to speak to a supervisor and was told that was not available.

  

  Business Response

  Date: 03/10/2025

  I am in receipt of your correspondence regarding PODS Enterprises, LLC customer Ms. ******* *******. We are reviewing her concerns; however, we are awaiting necessary documentation from Ms. ******* to proceed with the dispute.
  Ms. ******* has been assigned a PODS Advocacy Representative, who has reached out to provide contact information and guidance on the next steps. We will continue working with her to ensure a thorough review and will provide details and an appropriate resolution once we receive the required documentation.
  We place tremendous value on our customers and strive to uphold the highest standards in the industry. We sincerely regret any inconvenience Ms. ******* may have experienced and appreciate the opportunity to address her concerns. PODS Enterprises, LLC is committed to delivering quality customer service, and we apologize for any instance where a customers experience does not meet our expectations. When a customer brings a concern to our attention, we thoroughly review the circumstances and take appropriate measures to address their feedback.