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 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:03/04/2025

  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.

  Back in November and December I was getting estimates on what it was going to cost to send a storage pod to my house in **. Filling it up and sending it back to storage. Then an estimate to deliver from ** to **. Because of the price to do this I moved forward with Pods. They deliver the pod and we filled it up. They have it in storage now. Today I called to schedule get it delivered to *******. They told me the price and it more than doubled what I was originally quoted. If I was originally quoted this priced I would have never used them. Now they wont honor what they quoted me when they already have collected hundreds of dollars from me for other services. They originally quoted me a 1000 dollars and some changes now its over 2 grand.

  

  Business Response

  Date: 03/12/2025

  
  I am in receipt of your correspondence concerning PODS customer,**** ********.  On March 5th, 7th, and 10th, attempts made to reach out to Mr. ******** to discuss his concerns, however unsuccessful, and voicemails and emails were left. We encourage the customer to respond directly to their Customer Advocate Specialist.
  
  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 on its quality customer service, and we 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.

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PODS moved three PODS from ** to **. There were charges that were not communicated by the company. Every time I reviewed my account to look for upcoming invoice charges there was nothing in place until they charged my credit card. I had a change in the final destination and PODS never communicated that the area I was moving to only delivered one day a week (Tuesday). I had to move into my new place prior and was told as long as I scheduled my delivery 4 days prior it would not be a problem. I also discussed what the charges would be to the final destination and I was told that I paid everything there would be no charges. I happed to look at my account after the final destination of the PODS delivery with a $600.52 bill. I called PODS immediately about the charges and put in a dispute awaiting a response the *** called me back but I was moving and still in the process of settling in and I received a notification on one of my credit cards that PODS charged $600.52 to a credit card I took off my PODS account and had not used since November 2024 and I did not authorize the payment. I requested for PODS to give me a mailing address to send the final payment and I am taking them to small claims court. The reason for unclear practices of payments, invoices as well as illegally charging a credit card that I did not authorize. I had to change my credit card because the bank considers is fraud.

  

  Business Response

  Date: 03/14/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,****** *****.  On 3/11/25 an attempt was made to reach out to ****** ***** to discuss the concerns, however, the attempt to contact was unsuccessful. We invite ****** ***** to contact us to discuss the issue further so that we can provide a resolution. All contact information for the PODS Resolution Specialist assigned to the issue has been provided.
  
  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 of its quality customer service and I regret that ****** ***** 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: 03/31/2025

   
  Complaint: 23016158
  
  I am rejecting this response because:

  I did speak with the customer *** and told her I was not able to speak with her.  But since communicated with them via email.  I would like to hear my conversations with PODS.  Because of said conversations it shows I did not know of any additional made up charges due to change of address.   I had to reach out to my bank to get my payment reimbursed and PODS is still attempting to charge my credit card for fees I do not agree or held by with a contract.
  
  I do not owe PODS anything.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/08/2025

  PODS Enterprises, LLC is in receipt of the complaint and appreciates the opportunity to respond.
  At the time the containers were initially booked in October 2024, the redelivery address had not yet been provided. Pricing at that time was based solely on the zip code 19446. The specific redelivery address was later provided on February 12, 2025, when the delivery was scheduled to an alternate location in *********************. This update resulted in a minor increase in charges due to the change in destination.
  As a gesture of goodwill, PODS extended a credit offer to help offset the additional charges. However, this offer has not yet been accepted, and the redelivery charges remain outstanding.
  PODS welcomes the opportunity to resolve this matter and encourages the customer to review the offer and reach out should there be any additional questions or concerns.
  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23016158
  
  I am rejecting this response because:

  It was never communicated of additional charges and I asked and the *** said, No.  Therefore PODS should  train ***resentatives with there policy and I am not responsible for the error of the ***.  I should have a zero balance.   In addition  you fraudulent charged my credit card  that was not on file anymore.  It has been off for months.  PODS continously  attempts to charge my credit card I do not have the option to take it off the account  i don't agree to that as well.  The resolution zero  balance apologize for using a credit card  without Authorization.  

   

  I look forward to  a positive outcome have a good day. 

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

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pods picked up my belongings on 8/29/2024 from *******, Tx and my belongings are being held hostage in ******, Tx. I need my belongings delivered to ****************, *** I have paid this business almost $3000.00 Pods promised to deliver my goods to me for $1851.** and whenever I get the money for transportation and delivery, they demand more money from **** need my belongings to live like a human being. Pods is scamming me. They keep demanding more money to deliver my belongings.PODS refuses to deliver my belongings or have someone investigate my fraud claims against them.I cant afford anymore money. Ive paid them almost double the original quoted price.

  

  Business Response

  Date: 03/04/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ********  I am happy to inform you that prior to the receipt of this complaint, the issue was resolved by a PODS representative and Ms. ******** As of March 3rd, 2025 we have confirmed with Ms. ******* that the issue was addressed to their satisfaction. Based on this, we ask that you close this complaint as resolved. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.   We sincerely regret any inconvenience that Ms. ******* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Ms. ******* 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:03/01/2025

  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.

  I rented a storage pod from PODS Moving & Storage for the period of January 8, 2025, to February 8, 2025. I completed my use of the pod on February 5, 2025, and assumed that since my rental period ended on February 8, 2025, the pod would be retrieved accordingly. However, I was never notified that I needed to schedule pickup to avoid additional charges.After February 8, PODS automatically charged me $212.23 for an extra month without my authorization. Since I had already stopped using the pod, this charge was unexpected and unreasonable. When I became aware of the charge, I promptly contacted PODS and requested pickup. The pod was removed from my property on February 24, 2025.Upon reviewing my agreement, I discovered that the valid pickup fee should have been $127.33. However, since PODS already charged me $212.23 for an extra month, they have been compensated well beyond the cost of pickup. Despite this, they continue to harass me for additional payments.I called PODS in good faith to try and resolve the issue amicably, explaining that they had already overcharged me, but they refused to acknowledge my concerns and continue to demand payment.

  

  Business Response

  Date: 03/03/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** *******. A review of ********************** records confirms that at the time of booking the order was created online, all scheduling was completed through the Stegalls online account. All required documents were accepted, acknowledging that the card on file would be automatically charged as disclosed until the PODS container was scheduled for return in an empty condition. The return of the empty container marks the completion of billing and fulfillment of the contract with PODS. The **************** agreed to all applicable fees and terms during the booking process, and the current past-due balance reflects valid charges that were accepted at that time. Should ****** ******* wish to further discuss their billing concerns they are welcome 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 ****** ******* may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that ****** ******* fell 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. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23007042
  
  I am rejecting this response because:

  PODS response does not resolve my issue, as it fails to address the core of my dispute:

  1. I never authorized or requested an additional month of service. PODS automatically charged my card without providing any notification that I was required to manually schedule a pickup to avoid additional fees. Their response does not address why they failed to notify me of this requirement before charging me an extra $212.23.

  2. The charge exceeds the actual pickup fee. According to PODS own pricing, the pickup fee should have been $127.33yet I was charged $212.23 for a full month I did not use. This means PODS has already received more than what was required for the service provided. I should not owe any further balance.

  3. I acted in good faith to resolve this, but PODS refused to acknowledge the overcharge. I contacted PODS directly to try and reach an amicable solution, pointing out that I had already been charged more than necessary. However, their representatives refused to offer any resolution beyond insisting that all charges were valid.

  I request that PODS drop all additional charges and stop collection efforts immediately.

  I request written confirmation that my account has been cleared and that no further charges or collection attempts will be made.

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

  

  Business Response

  Date: 03/06/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** *******. Per our previous response on March 3, 2025, we confirm that Mr. ******* acknowledged and agreed to the terms of the PODS rental agreement at the time of online booking. This agreement includes automatic charges that will continue until the return of the empty PODS container is scheduled. All relevant notifications regarding this arrangement were agreed upon during booking, with the understanding that the return of the empty container was not scheduled. Mr. ******* can verify the details of his order and scheduling by reviewing the confirmation pages available through his online PODS portal. In good faith, PODS Enterprises, LLC reached out and spoke with Mr. ******* on March 6, 2025, to reaffirm that all charges are valid, as the rented PODS container was not returned empty before the monthly anniversary due date. PODS Enterprises, LLCs position remains unchanged. Should ****** ******* wish to further discuss their billing concerns they are welcome 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.

  Customer Answer

  Date: 03/07/2025

  PODS response continues to ignore the core issue of my dispute and refuses to acknowledge their deceptive and unfair billing practices.

  No Reasonable Notice Before Renewal: PODS relies on a boilerplate adhesion contract that buries critical return policies in fine print. At no point was I given a clear, proactive notice that I had to manually schedule a return before being charged for another month.

  Excessive and Unjustified Charges: I was charged $212.23 for an unauthorized extra month, when the proper pickup fee was only $127.33. This means PODS has already been overpaid, yet they continue harassing me with collection attempts.

  Predatory Practices Against Online Customers: Customers who book online are not given the same clear verbal explanations as those booking over the phone. This creates an unfair situation where PODS profits off of confusion and lack of transparency.

  Requested Resolution:
  I am formally rejecting PODS response and demanding the following:

  
  Immediate confirmation that my balance is cleared and all collection efforts are stopped.
  Permanent prevention of this disputed balance being sent to collections.

  
  Since PODS has refused to resolve this fairly, I have escalated this issue by filing formal complaints with:
  The ************************* Office for unfair business practices.
  The ************************ (***) for deceptive auto-renewal and billing tactics.
  The ************************************ (CFPB) for predatory collection attempts.

  
  If PODS does not resolve this matter immediately, I will also explore small claims court to recover damages for unfair billing and continued harassment.
  

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

  
  

• Initial Complaint

  Date:02/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company, "PODS Moving & Storage, has always had me on their automatic payment each month. In December of 2024,I asked them to take me off of the automatic payment. Then I had to call back again in January to tell them to take me off the automatic payment, and I even made a payment arrangement with them for February's payment, in which their calls are always recorded, so if anyone listens to those recorded calls, you'll hear how I did make a payment arrangement, and I asked once again to be taken off of the automatic payment so that I can call in myself to make my payment. Today, 02/28/2025, PODS took out over $800 dollars out of my account without any notice, and without my permission, and even after I made a payment arrangement, that they verbally agreed to doing, twice, (again, all their calls are recorded)! So I called them and explained what happened, and no one would help me, and all they kept telling me was that there's nothing they can do. So I asked to speak to the manager or supervisor, and they told me that there was no manager or supervisor there, and told me to just call back in 24 to 48 hours. Since no one there is willing to help me, not even the billing department, and this is their fault, because they did verbally tell me I was taken off the automatic payment in December 2024 and again in January 2025, AND, that they accepted my payment arrangement, which I called again on 02/18/2025, and I told them I would call them MYSELF, to make my payment on today, 02/28/2025. And they had promised me that they took me off the automatic payment for the last 2 months, but they still haven't done so, and because of this, they took out over 800 dollars in my bank and wiped out my bank acct all because they took my money out first thing this morning, when they was NOT supposed to, and this has really messed me up, and I need them to refund me at least 400 dollars, as I promised to pay them ******. Please fix this asap!!!

  

  Business Response

  Date: 03/05/2025

  I am in receipt of your correspondence concerning ***** ********.     Due to ***** Buchanans concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time.  Upon completion of the review, a member of our PODS Billing/Collections team will reach out to ***** ******** directly to discuss. 
   
  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:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two pods were scheduled to be delivered today. One came this morning but they did not deliver the second one (this order) because they said they did not have enough room. The driveway to the two car garage was completely empty. I called customer service - they agreed that the pod could get put in the driveway but it was too late to get it delivered today. Now I have to hire movers again to come the next day. They refused to refund or pay for movers.

  

  Business Response

  Date: 02/28/2025

  I am in receipt of your correspondence concerning PODS customer, ***** ******.    On February 28th, 2025, contact to discuss the issue was initiated with ********* in order to address scheduling concerns.  Our PODS advocate spoke with Mrs. ****** and a plan is in place 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.

• Initial Complaint

  Date:02/22/2025

  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.

  I have been a paying customer of ********************** since September 2020. I relocated the pod from ** to ******** and have been using the service for storage ever since, paying $285/ month. I recently requested a transport from ** to *************, where I was told my monthly rate would increase to $348/month. I spoke to multiple ***resentatives asking if they would be able to discount the rate or continue at my current rate. Multiple **** told me it would be possible, I then received an additional charge to my credit card for $297 a week after agreeing to use their service to transport. Multiple **** told me not to worry and the $297 is being disputed and would be credited back and affirmed that my monthly rate would stay similar to my original $285/month. Today I spoke with another *** stating the new charge of $297 would not be refunded and my rate is definitely going to continue at the price of $348/month. This has provided me with a terrible customer experience and felt very much like a bait and switch providing a lower storage cost expectation prior to me committing to a $2000+ transport fee. Now its is too close to my move date to switch services and pack so Im stuck using PODS for the time being. I would expect them to honor my original agreed upon rate as my expectations were set. Many of the **** assured me to just proceed and the pricing would be adjusted after transport to *************.

  

  Business Response

  Date: 03/03/2025

  I acknowledge receipt of your correspondence regarding PODS customer, **** ****. The review has been completed as of February 28th, 2025, and we are actively working on a mutually acceptable resolution with the customer. 
  
  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 **** Mino 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:02/21/2025

  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 am filing a formal complaint against PODS regarding misleading information about their storage container sizes and unfair pricing practices. I initially rented a PODS container based on the size recommendation provided by their representative. However, after loading my belongings, I quickly realized that the container was too small despite being assured it would be sufficient for my needs.When I contacted PODS for assistance, I was informed that I would need to rent an additional container. To my shock, the cost of this second containerof the same size as my firstis significantly higher than what I originally paid. I feel completely misled, as I relied on their expertise in choosing the right size, only to be forced into additional, excessive charges due to their incorrect guidance.Despite reaching out to their customer service team, I have received no empathy or willingness to provide a reasonable resolution. Instead, I have been met with indifference and no acknowledgment of the inconvenience and additional financial burden caused by their misinformation. I expected a company of this reputation to stand by its service and assist customers fairly, but I am left feeling taken advantage of.I am requesting that PODS either:1.Honor the original price I paid for the first container and charge the same rate for the second container.2.Provide a partial refund or credit to account for the misinformation and additional cost.I hope the BBB can assist in holding PODS accountable for misleading business practices and lack of customer care. I appreciate your time in reviewing this complaint and look forward to your response.

  

  Business Response

  Date: 02/26/2025

  I am in receipt of your correspondence concerning PODS customer ****** ********.   On February 24, 2025, contact to discuss the issue was initiated with Ms. ******** in order to address her container size and billing concerns and work on a resolution. 
  

• Initial Complaint

  Date:02/21/2025

  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.

  We have contracted with PODS to provide containers for our move from *******, ** to **********, **. When we contracted we did not know what house we would be purchasing in the ********** area, but in conversation between PODS and my husband verbiage went something like, "We are not sure exactly where we will be moving, but it will be in the ********** area. Do you serve this area?" And he was assured that yes, the ********** area will be delivered to.Presently our packed pods are at our previous address in ***********, snowed in. PODS has attempted pick up several times, and they must wait until the snow melts, which is anticipated to be next week. We recognize this has been an extra expense for ******** we are attempting to have our pods delivered to our new address which is in the zip code *****. This is in *********, **. And it is 20 miles from the center of **********. PODS is refusing delivery to this zip code. They are saying they "cannot" deliver to our new home and that they want us to unload our pods in *******, **, 80 miles from our home. This will cost us thousands of extra dollars. They have offered a credit of $800. For some reason they are refusing us delivery. They can deliver to this zip code. They are refusing. Their website claims they deliver to the ***. We have spoken to their manager, **** *. In ****. She said we may reach her by calling customer service at extension 201. She would not give us any other way to reach her. She tells us that talking to anyone at the facility in ******* is "impossible." She also tells us that talking to corporate in ******* is "impossible."We have paid them $3,133 so far and expect to pay them $5000+ on delivery. Not sure of the amount. Telling us delivery is not possible, that talking to the local facility is impossible, that talking to corporate is impossible is patronizing and not true. Anything can be done in today's world. They are refusing us a contracted service.

  

  Business Response

  Date: 03/01/2025

  I am in receipt of your correspondence concerning PODS customer ******************** On March 1st, 2025, contact to discuss the issue was initiated with Mr. **** to address his 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 Mr. **** may 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.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22973438
  
  I am rejecting this response because:

  PODS has not offered to us a solution to our problem. They have so far asked for more information which we have provided them within hours of their ask and then they said

  Thank you for the information. I have included the quote in the review. I will work on this and advise once we have an update.

  It is disingenuous of them to give us a deadline to respond to their offer when they have not actually offered anything. Just as it is disingenuous of them to state that customer service is a high priority for them when they do not actually offer any meaningful customer service, necessitating the need to pull in a third party like the BBB. 
  

  We are grateful for the outstanding reputation of the BBB and for the help you offer to customers like us. 
  
  Sincerely,

  ******* And **** Magi

  

  Business Response

  Date: 03/11/2025

  I have received your correspondence regarding PODS Enterprises, LLC customer, ************* rejecting the offer on 3/4. However, on 3/8/2025, a PODS representative and the customer reached an amicable agreement, which includes a Customer Satisfaction credit of $1,222.01 to be applied to the PODS account for monthly rentals and additional redelivery fees. Additionally, a refund of $425.00 will be issued to the customer due to the delay in receiving their containers. At this time, we have sent the required documents to process the credit. Once the document is received, the refund will be completed, satisfactorily resolving the issue.
  
  

• Initial Complaint

  Date:02/20/2025

  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 am writing to formally express my dissatisfaction with the unapproved changes made to my scheduled PODS pickup and delivery. After receiving confirmation of the original dates, I was informed that my pickup and delivery were both delayed by three days without my consent. I did not receive any prior notification, call, or text regarding this change.I must vacate my current location within two days to avoid incurring an additional months rent. The unexpected schedule change significantly impacts my plans and creates an unnecessary hardship. When I contacted customer support, I was informed that nothing could be done, and the delay was attributed to bad weather, which is inaccurate. Additionally, the supervisor I spoke with was unprofessional and refused to escalate my issue.I entered into an agreement with PODS based on the confirmed dates, and I expect that commitment to be honored. I am requesting an immediate resolution to this matter, including restoring the original pickup and delivery dates or providing a suitable alternative that meets my timeline.

  

  Business Response

  Date: 02/24/2025

  I am in receipt of your correspondence concerning PODS customer, ******* ****.  On February 24th, 2025, contact to discuss the issue was initiated with ******* **** in order to address scheduling concerns and work toward a resolution.  We are currently awaiting ******* ***** 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.