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:02/19/2025

  Type:Customer Service 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 has been charging me almost $300 to store my items in a POD and then they would not honor a $1200 quote that they have given me. They charged me over $1500 and then another delivery fee of $175. They ate corrupt, dishonest, and extortionist. I am on disability for mental illness and receive $1900 a month to live on. They still charged me $300 for the month's rent and over $1500 for delivery and $175 for redelivery. They took all the money I have to live on, even though they had already taken thousands of dollars from me since the Summer of 2024. They are shameless, ruthless, and uncaring. I do not recommend this corrupt company.

  

  Business Response

  Date: 02/26/2025

  I am in receipt of your correspondence concerning PODS customer,********* *******. Thank you for your patience as we worked through this matter. Ms. ******* was charged a fee due to unforeseen circumstances, and we have since resolved the issue. As of February 25, 2025, a full refund has been processed, and it should appear in her account within the standard 3-5 business days.
  
  We understand the importance of resolving such matters promptly and appreciate your understanding. If you have any further questions or need additional information, please don't hesitate to contact us.
  

• Initial Complaint

  Date:02/18/2025

  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.

  My pod was stollen out of complex first week I got it cone to find out the management was evicting me and had it towed out . Long story short pod was missing for 3 sum years and when they found it they didnt contact me they told me when I called in because I was constantly checking to see if it showed up by chance . And instead they werent trying to work with me they didnt want payments they wanted full ************************************************************* and then after I paid third party then pods said I had to pay them as well which Im sorry I dont have ***** laying around . But it was very stressful very traumatic and very u reasonable especially how that was all that I owned . And I want my things or my money back Or to be compensated for all my belongings

  

  Business Response

  Date: 02/27/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ************. ********************** records indicate, as confirmed by Ms. **** in her complaint, that she was in the process of eviction, which required the immediate removal of the PODS container from the premises. Our records further confirm that PODS has remained in possession of the container at all times. Phone records show that Ms. ****** first recorded inquiry regarding the container's location was on March 30, 2025, with no prior calls on record. On the same day, Ms. **** requested access to the container and was informed that she would need to coordinate with the PODS accounting team to proceed. Additionally, PODS records reflect that a payment was made to a third-party collections agency in November 2024; however, this payment was returned due to non-sufficient funds. Ms. **** was informed of this matter accordingly. Should Ms. Lake, wish to further discuss the account or billing she is 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 Ms. Lake, 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.

• Initial Complaint

  Date:02/13/2025

  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.

  PODS was supposed to move a container from *********, ** to my home in ********. It was picked up on 1/30/25 in **** and was supposed to be in ** by 2/10 and delivered to my home on 2/14. I got a message on 2/12 that they couldn't deliver it until 2/18 but then I got another message saying they could deliver it again on 2/14 and then the 3rd message saying they couldn't deliver it again until 2/18. I called them and asked where is my POD and they couldn't tell me which is greatly concerning. Then I asked to speak to a supervisor and was told they would call me back but they never did. Then I asked if was going to be charged extra since the deliver would exceed the 30 day rental and was told no but I asked for an email confirming that and was told it was coming but it never did.

  

  Business Response

  Date: 02/25/2025

  I am in receipt of your correspondence concerning PODS customer, ******** ****.    On February 14th, 2025, our PODS advocate reached out to Mr. **** to discuss scheduling concerns.  On February 19th another attempt to contact Mr. **** was made to offer a goodwill gesture to address his scheduling concerns. We remain committed to reaching a fair and 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 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.
  
  

• Initial Complaint

  Date:02/13/2025

  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 been over charges by PODS with multiple bills over charging me for the same dates of coverage.

  

  Business Response

  Date: 02/19/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ******. 
  Due to ****** ****** concerns being directly related to their billing, the account is under review with our accounting department at this time. Upon completion of the review, a member of our Accounting team will reach out to them directly to discuss. In the interim, Niyoki Bostic may contact their PODS Advocacy representative with any questions or concerns.

• Initial Complaint

  Date:02/13/2025

  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.

  My father passed away in September 2024 and following that time, I had notified PODS of his passing. I was told that a death certificate was sufficient enough to start the proceedings of releasing his contents (some of which are important legal documents). I then did not hear back for over a month even with follow-up emails. Fast forward to February of this year, when I got an immediate call saying my late father's are set to go to auction in a few months' time. I called and was immediately met with unprofessionalism and not given the option to remove the contents (I was told they could only move forward with settlement if the debt was paid). It took me writing another email saying legal action could be pursued and faxing a copy of the death certificate over to finally see some progress. Keeping this in mind, I feel completely emotionally drained and frustrated with the business as a whole. The lack of professionalism and response made my experience so negative that my family will no longer use their services as we can find alternatives around us that will be the opposite experience.

  

  Business Response

  Date: 02/17/2025

  I am in receipt of your correspondence concerning PODS customer,******* *******. First and foremost, we extend our deepest condolences to ********** and her family during this difficult time.
  Due to unforeseen circumstances, Ms. ******* has submitted the necessary documentation related to her late relative, which has been reviewed and accepted by our legal team. Additionally, our accounting department has extended an offer for Ms. ******* to empty her fathers container by February 28, 2025.
  As of February 17, 2025, we are awaiting Ms. ******** response regarding her preferred date to schedule container access. We sincerely regret any inconvenience this situation may have caused and appreciate your understanding. If any further information is needed, please dont hesitate to reach out.

  Customer Answer

  Date: 02/27/2025

   
  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,
  
  ******* *******

  Customer Answer

  Date: 02/27/2025

   
  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:02/12/2025

  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.

  When the driver showed up to pick up my 8ft pod, he approached the driveway in reverse with his truck driving from the curb onto a gravel area to the side of my driveway then up onto the side of my driveway. As soon as he got his rear right tire onto my driveway at that angle I heard a loud noise. The concrete of my driveway cracked across two of the panels right where his rear tire climbed up my driveway from the gravel area. I immediately called their customer service line and took pictures of where he pulled his truck. He did not utilize the ***ZILLA to safely remove the *** from my driveway and instead ******* the job by driving his 1 ton truck off roads then up the side off driveway. This is gross negligence given he had the tools available to him to avoid the property damage but decided against proceeding the safe way. I submit pictures and a detailed explanation to the PODS Advocacy Disputes. They denied my claim saying I waived all of the property damage they may cause during the delivery process. Colorado state law does not permit waiving of liability in cases of reckless or gross negligence, which this clearly constitutes given the driven actively decided to not use the safe tools at his disposal to avoid property damage.

  

  Business Response

  Date: 02/18/2025

  I am in receipt of your correspondence concerning PODS customer, ****** ******. We have reviewed ********** concerns regarding his driveway damage claim. PODS conducted an investigation, including a review with the local market that provided the service. Based on our findings, the container was placed in accordance with ********** instructions, and our driver operated the equipment in the normal course of business while exercising due care. We did not find evidence that the driver negligently caused damage to Mr. ******* property during the placement or retrieval of the container.
  As outlined in *********** rental agreement, customers acknowledge that the area leading to the placement location must have adequate structural integrity to support the weight of the container and PODS equipment. Additionally, by signing the agreement, ********* assumed full responsibility for any damage to his premises resulting from the delivery services. If he would like to review the rental agreement, he may do so by accessing his PODS online account.
  We value our customers and strive to provide the highest level of service. We regret any inconvenience Mr. ****** may have experienced and appreciate the opportunity to address his concerns.PODS remains committed to reviewing feedback and taking appropriate measures when necessary. With this response, we consider the matter resolved.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22933507
  
  I am rejecting this response because this could have been avoided had the driver used the machinery present at the time that is intended for placing and removing the pods (PODZILLA). If he had used the appropriate tools at his disposal and not intentionally driven off-road with his 1 ton truck, my property would not have been damaged. This demonstrates negligence on the part of the driver simply to save himself time and effort, while not following standard procedure. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/20/2025

  I am in receipt of your correspondence regarding PODS Enterprises,LLCs customer, ****** ******. ********************** has carefully reviewed Mr.******* latest response. While we appreciate his perspective, our position remains unchanged.
  
  As previously noted, a thorough review of the account and circumstances was conducted, and the resolution provided was determined to be appropriate. We have reassessed the situation in light of Mr. ******* additional comments and maintain our stance.
  
  Per the rental agreement, customers confirm that the placement location for the container has sufficient structural integrity to support both the containers weight and PODS equipment. The damage in this case appears to have resulted from a compromised driveway rather than any negligence by our driver. Additionally, the agreement clearly states that PODS is not responsible for any damage to the premises resulting from delivery services and that the customer assumes full risk in such situations.
  
  We understand Mr. ******* concerns regarding the use of equipment during delivery. However, the placement and removal of containers require the driver to assess site conditions and determine the safest approach. In this instance, the driver exercised their best judgment based on the conditions present at the time.
  
  PODS remains committed to fair and transparent service. Given our comprehensive review of this matter and the terms of the rental agreement, we respectfully request that this complaint be considered resolved and closed.

• Initial Complaint

  Date:02/11/2025

  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.

  On October 03 2024 pods storage gave a quote ******* for delivery 6 months rent and pick up of 2 containers. Deducted ******* the same day. Next day there was pending charge of *******. I called disputing and denied the charge not what I agreed to. Pods said they could not and would not honor the quote. I told pods to honor quote or give me a full refund and pick up containers. After 2 weeks of calling every day complaining this is not what I agreed to they gave me partial refund of ******* on 10/11/2024 keeping ******* of my money said I owe monthly rent and pick up charges. I said no this not what I agreed to told them they was not getting anymore of my money and I changed the card. Accused them of fraud and deceptive business practices. Told them repeatedly to refund my money and to get their containers I do not do business this way. They refused now have turned it over to collections. They lied to me repeatedly and I need your help.

  

  Business Response

  Date: 02/18/2025

  I am in receipt of your correspondence concerning PODS customer, **** ***.    On February 13th, 2025, our PODS advocate reached out to Mr. *** to discuss pricing concerns.  We are actively working with our local management team to review Mr. ***** request and explore possible solutions.  We truly appreciate ******** patience as we work through this process and remain committed to reaching a fair and 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 Mr.  Kea 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: 02/28/2025

   
  Complaint: 22929740
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *** on 10/3/24 pods agent gave a quote cheaper than the original quote inquiry I stopped her when she said monthly rent I explained I wanted a one time total fee for delivery 6 months rent and pick up fee on 2 16 containers that this was a insurance claim for me and she gave a quote of *******. That was less than the first quote so I spelled it out again a one time total price for delivery 6 month rent and pick up fees for 2 containers she said *******. I replied ok verify one more time. One time total fee for delivery 6 months rent and pick up fee on 2 containers she said ******* I said yes I want to order container charge my card. Pods deducted ******* from my account the same day. Next day a pending charge of ******* was on my account I called bank they said its pods storage I said no called pods disputed charge not what I agreed to. Continue to call regularly disputing charges told them I agreed to a total one time payment of *******. Pods said they would not honor quote I said then give me a refund and get your containers Im not doing business with you. I argued daily multiple calls a day for 2 weeks pods finally agreed to refund my money but took it on themselves and only gave a partial refund of ******* on 10/12/24.  I disputed it thats not what I agreed to on 10/3/24 eased h*** continually thats not what I agreed to show me a signed contract demanded to hear recorded call on October third pods refused. I said I would keep containers for 6 months which will be April 2/25 for the money Im out which is *******. No response from pods until I was contacted by collections. I still dispute pods manner of handling this they have fraudulent and deceptive business practice they flat out lied to me on multiple occasions pods are scam artist and con artist. They charged me ******* for rent and pick up fees. Would not honor resolution me and pods collection agent ***** agreed on 1/31/25. Pods  did not try to resolve issue in any way was not willing to work with me. I feel pods owes me all my money back and they should not be allowed to do business in the ***. Filed complaints with Arkansas bbb Arkansas state attorney general office ******* bbb. Pods are dishonest and liars. ******

  

  Business Response

  Date: 03/06/2025

  RE:       **** ***(CID 169084540)
              Complaint #: 22929740

  I am in receipt of your correspondence concerning PODS customer, **** ***.    On February 13th, 2025, our PODS advocate reached out to Mr. *** to discuss pricing concerns. A full review of Mr. ***** initial booking call was reviewed and no error was found. Mr. *** was advised during the call the full break down of the order pricing. 

• Initial Complaint

  Date:02/11/2025

  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.

  Ok , we were moving had ordered a pod to pack are things were ready to move, called Jan 26th told them we were ready to move the pod and would asked if we could get it moved to our new home Friday Jan 31st were told no that it would be sometime the following weekend the 8th or 9th after complaining they called on jan 31st to tell us they would be moving it on the first , so we changed our plans again after assuming it would be coming the following weekend. They delivered it , we unpacked it and scheduled the pick up , it was ready to be picked on Feb 2nd they said the couldnt pick it up until that weekend the 8 th or 9 th, during that time they took it upon themselves to charge me for the month because they couldnt or didnt have time to pickup, We were finished using it on the tried to schedule a pickup but they couldnt until the following week but , they charged me ****** for Feb because they couldnt pick up , My wife called asked for supervisor, the supervisor agreed we shouldnt have been charged, said that we would be refunded the ****** within the next 72 hr it would be applied back to my account, and that they would be there the next day to pick it up. Because they had access to my account , they basically stole that money we had scheduled it and they didnt have anyone to get it at the time , so if we were done and they cant come get it , they can just keep charging people??? Called them back when no money was returned and they said they were giving it back after they came the next day to pick it up, so if I had paid for the month why did they come get it next day , so they could use it , after they got a free month use to someone else that I paid for so they got the money and the pod , they waited took my money told they couldnt get it and then , oh yeah we got there money we can come get it tomorrow, scam , horrible people to deal with never again ! the ref #******** I want my money back it was there fault they said they couldnt come get it!!!

  

  Business Response

  Date: 02/20/2025

  I am in receipt of the correspondence regarding PODS Enterprises, LLC customer ******* ******. On February 18, 2025, a PODS representative attempted to reach Mr. ****** via phone but was unable to connect. As a follow-up, an email was sent to inform him that an amicable agreement had already been reached, which included a Customer Satisfaction credit as a resolution to his claim. The refund for the monthly rental has been successfully applied to his account, satisfactorily resolving the issue.
  
  
  We place tremendous value on our customers and strive to uphold the highest standards in the industry. We sincerely regret any inconvenience Mr. ****** may have experienced. PODS Enterprises, LLC takes great pride in delivering quality customer service, and we regret that Mr. ******** experience did not meet those expectations. We sincerely apologize for any instance in which a customer is not completely satisfied with their PODS experience. When concerns are brought to our attention, we thoroughly review the circumstances and take appropriate measures to address customer feedback.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22928822
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/11/2025

  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.

  PODS promised a smooth and straightforward move, but their gross mismanagement and negligence caused us significant stress and financial burden. We were moving due to a family member entering hospice and mold issues in our apartment.Initial delivery issues included our driver refusing to place the *** for 30 minutes and leaving 45 minutes early, leaving us with only 2 hours and 45 minutes to load everything. The drivers abrupt departure prevented items from being secured and resulted in damage and destruction of items.PODS allowed us to finish filling our *** at their warehouse, which involved us hiring more movers and driving an hour outside our city to pack a *** with items scattered and broken inside. They refused to let us pack the *** day of, resulting in us having to delay our travel plans and miss the window of time when our family member was still able to talk. Upon delivery of our *** the driver refused to place it in an accessible place and left it unstable on our slanted driveway. This was following multiple changes in delivery time within 24 hours of the scheduled drop-off.PODS **************** admitted fault for these issues at the time, provided a small discount, and promised a larger discount once our complaint was escalated. We later found out that no claim was ever created and PODS refuses to provide additional discounts as promised. Additionally PODS voided payments and invoices, withdrew money from a credit card we revoked their access to, and now states we still owe hundreds despite our compliant payments of all initial *********** total, this has been the most miserable moving experience of our lives, compounded by our need to care for dying family members. We were unable to connect with family members as needed in part due to PODS incompetence and mismanagement. They took precious moments from us that we will never get back and continue to demand money from us that we have already paid.

  

  Business Response

  Date: 02/17/2025

  We have completed a thorough review of all interactions related to this case, including a detailed examination of phone calls. Our investigation confirms that all actions taken by our associates were appropriate, and no errors were found on PODS' part.
  
  Regarding the complaint submitted by Tillary ********, our records show that the customer contacted us on 11/1/2024 regarding a concern with the driver. At that time, the supervisor applied a billing adjustment to reduce both the transit and redelivery fees. While no refund was promised, the customers total charges were appropriately adjusted to reflect the issue.
  
  Given these facts, we respectfully request that this complaint be closed as resolved. PODS remains committed to providing fair and transparent service.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22927949
  
  I am rejecting this response because:
  

  You have stated that PODS performed a thorough review of all interactions related to this case, but we have a number of concerns with what you have stated. I will note these concerns below.
  
  First, in your review only a single conversation with a PODS representative on 11/1/2024 is referred to. We talked to at least 3 PODS representatives on 11/1/2024 in addition to additional representatives over the course of the next days and weeks. There is no discussion of other PODS representatives who clarified that the case would be escalated for further discounts/compensation. It is unclear whether these calls were not reviewed or not considered.
  Second, the driver left 45 minutes early, not 30 minutes early. We made mention of this time repeatedly with all PODS representatives.
  Third, the issue was that the driver refused to park in the designated spaces for 30 minutes and then left 45 minutes early. These issues combined resulted in significant issues for us to finish packing the POD.
  
  We would appreciate clarification of these elements of the case and whether all conversations with representatives on 11/1/2024 were reviewed.
  
  Tillary and ******

  

  Business Response

  Date: 02/24/2025

  Thank you for reaching out regarding Tillary ********* account.We appreciate the opportunity to review her concerns once again. PODS Enterprises, LLC has thoroughly reviewed Ms. ********* concerns and her account details. While we understand and respect her perspective, our position remains unchanged.
  To ensure accuracy and transparency, we reassessed the situation,including a comprehensive review of all calls associated with the account,particularly those on November 1, 2024, as requested by the customer.
  9:43 AM: The customer initially contacted ********************** regarding a payment issue. The call was disconnected, and no compensation was discussed.
  9:53 AM: The customer called back and spoke with our collections department about a declined credit card for the transit fee. The agent explained the pre-authorization process, clarifying that the charge would automatically drop off. At no point during this call was a refund promised.
  1:28 PM: The customer called again and was informed of a billing adjustment. The agent then transferred the call to a supervisor, who explained the charges and adjustments. The customer acknowledged and confirmed their understanding that an adjustment would be applied.
  After this thorough evaluation, we confirm that PODS agents followed standard protocol and provided clear explanations regarding the billing adjustment, which was issued as a goodwill gesture due to a driver delay. There was no negligence on the part of the driver or management.
  PODS remains committed to fair and transparent service. Given our extensive review and adherence to the terms of the rental agreement, we respectfully request that this complaint be considered resolved and closed.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22927949
  
  I am rejecting this response because:
  PODS has indicated that they performed a comprehensive review of all calls associated with our account, particularly those on November 1, 2024. However, in the review that they provided to BBB they have not included all calls on that day, indicating to us that they have not completed an adequate review of even one day of our contact with them. I have attached screenshots of our call log for clarification.
  

  Furthermore, PODS continues to assert that not only was there no promise of further billing adjustment, but also that there was no negligence on the part of the driver or management. This contradicts their acknowledgment that the driver made the decision to leave 45 minutes early in addition to other concerns previously identified. This is in violation of the service agreement regarding the time we would have access to our POD for loading purposes.
  

  It is incredibly frustrating to be provided with contradicting accounts of our experience from PODS when they have full access to all of the call logs to clarify what was said and done by their own representatives.
  

  Sincerely,
  Tillary and ******

• Initial Complaint

  Date:02/11/2025

  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.

  My account is in wrong billing department it is a residential account stuck in commercial billing they have refused to fix it and being over billed. Looking for cooperation and help ****** *** has refused to help

  

  Business Response

  Date: 02/12/2025

  I am in receipt of your correspondence concerning ****** *********.   Due to ****** *********** 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.