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

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

• 

  PODS Moving & Storage

  6718 W. Plank Rd. Peoria, IL 61604

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS Moving & Storage

  11891 Amedicus Ln, Unit B Fort Myers, FL 33907

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am moving and decided to use the pods company to move my things from one house to the other. I used there website to rent 1 16foot pod in the description at the end it broke down the charges and when each charge would be paid everything looked fine so I went ahead and ordered the pod. The day of delivery they sent me two pods and charged me for both. I immediately called the customer service number where I was assured that I could return the pod and get a refund with in 3 to 5 business days. And they would schedule a pickup for the pod I didn't ordered. Well the day before pickup I was charged again by the pods company so I again called the customer service line and she told me it was a pickup fee. I said i shouldn't have been charged a pickup fee I was supposed to get a refund. Now they are telling me they reviewed my "case" and because I ordered my pod online that my refund was denied. They took several hundred dollars out of my account for purchases i did not authorize. I tried to tell them several times I only ordered one pod not two which is why I called them the same day they dropped it off to have them fix the problem but the only thing they seem to be interested in is stealing hundreds of dollars from there customers by not refunding money they should never have took in the first place. In the screenshot doesn't say multiple containers it say container. They duplicated my order and is telling me it is my fault because I ordered it online. The amount I put in for paid is only the amount they owe me. Thats half of the first amount that was withdrawn from my account which would be the price of one pod, and the pickup fee. I still have one of there containers so I'm not asking for a total refund of what I paid just for what I didn't order.

  

  Business Response

  Date: 02/14/2025

  RE:      ******* ****** (CID 169695631)
              Complaint #: 22926832
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,******* ******* On February 14th, 2025, I spoke with Ms. ******* and reached a mutual agreement. PODS Enterprises, LLC has agreed to refund the credit card on file for an additional order that was placed online. Additionally,a business release was emailed to Ms. ******* Upon return of the document,,PODS will process the refund accordingly. Should Ms. ******* wish to further discuss the account or billing 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 Ms. ****** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ****** feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 02/14/2025

   
  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:02/10/2025

  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.

  I rented a pod storage unit August of last year and it has some leaks in it and I didn't find it out until the movers moved my living room furniture and that's when I saw the damage to my furniture that was mold and mildew and wet and I took pictures and videos and they are still taking their time but they sent me a claim form to fill out and I did it yesterday and asked for the receipts for the furniture and I don't have it and where I got the furniture from I don't remember that either because I am a older woman now and I don't remember it and they didn't know that I know that they found more than one leak in the unit they are taking me through all of this stuff and I have done what they asked me for and they did find some leaks in the unit

  

  Business Response

  Date: 02/18/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******* ****. As part of the standard claims process, customers are required to submit documentation substantiating their claim. On February 10th, 2025, our PODS Customer Advocate reached out to Ms. **** to clarify the required information and requested that she resend the claim form once she has gathered and included the necessary details.
  To proceed with the next steps in the claims review process, we ask that Ms. **** submit the completed claim form. Once received, we will continue our review accordingly.

• Initial Complaint

  Date:02/10/2025

  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.

  I was not home when the *** pick up occurred (which I was reassured when I called after setting up that it was ok as long as the area was cleared for pickup and it was).I received a Call from **** (**************) that he had hit into my home and damaged the gutter (on a just finished 8mo home renovation that I was only just in for 4days) I appreciated his honesty. He then text me the pictures. My contractor has been in touch regarding payment for the damages that were fixed by his company that just completed the work. I initially requested the p/u charge could be waived (reimbursed at this point since charged to my cc) for this inconvenience, anxiety and time. ****** *******, customer advocacy, mentioned this wasnt possible/there was no supervision higher to bring the issue (when I requested speaking to his supervisor )/ then mentioned hed bring to roundtable discussion once estimate was provided. I am not asking for the monthly charge back only the pickup charge, directly relevant to incident, which is way cheaper. I think as a timely paying customer for the past 8mos of $300+/mo. that requesting the reimbursement of the one time pickup charge of $100 (where damage was done) to me personally is not a lot to ask given the added stress and inconvenience this situation has caused me! I also received a third email when followed but with what was said at roundtable and was told compensation could not be provided in lieu of claim. I am reaching out separately to request reimbursement in addition to, not in lieu of, the claim. I was in my home not even a week trying to readjust, work, parent and caretaker for my mother when this happened. It has created additional stress and time that was unnecessary. I asked several times for contact information to call directly to speak with someone higher up and am now being ignored.I am sorry I chose this company over a local competitor!********* Corbiserie ***** ****************** ************ Customer ID#*********

  

  Business Response

  Date: 02/11/2025

  I am in receipt of your correspondence regarding PODS Enterprises, LLC customer, ********* **********.
  ********************** has been in direct communication with Ms. *********** contractor, who has informed us that they are handling the matter and have provided an estimate for the reported damage. We are actively working through the appropriate process to address the situation.
  To clarify, the PODS claims process is separate from service fee adjustments and does not involve waiving fees in connection with a claim. Each claim is reviewed and processed in accordance with established procedures.
  We understand the inconvenience this situation may have caused and remain committed to working toward a resolution as efficiently as possible.
  
  

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22924035
  
  I am rejecting this response because:

  I have been aware of the correspondence with my contractor (he has kept me informed). I am completely understanding that the claim and payment will be made to my contractor for the work repaired. What I have been unsatisfied with is the customer service. I have emailed several times asking for a higher up to communicate with and have been lied to that ****** was the highest and then two more times received responses that it would be and was discussed by higher *** both signed with  vague signatures and no name attached. Their response to you now is the first I am hearing about a service fee adjustment department, which I would have been happy to reach out too had anyone provided me with the information as mentioned everytime I emailed. I did do research online as well looking for various departments or higher *** to call but was unsuccessful in finding such information.

  As stated in the emails too, I am not asking for the money In lieu of the claim as they stated I was in an email. I am requesting reimbursement for a job that was unsuccessfully done and created chaos, stress and anxiety 4days post moving into my newly renovated home! I paid monthly $300+ for 8mos straight and am asking for the small reimbursement of $100 for an unsuccessful job. If PODS wanted to resolve efficiently and with customer care they would have already!

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

  

  Business Response

  Date: 02/19/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ********* **********. A thorough review confirms that PODS has resolved the damage claim directly with Ms. *********** contractor, who oversaw the repairs. While Ms. ********** is requesting additional reimbursement, the repairs have been completed and the claim of damage fully resolved. A follow-up email was sent to Ms. ********** on February 18th, 2025, reiterating that no further compensation will be provided to her. The PODS claims process aims to resolve issues directly, and in this case, the claim has been closed. Although we understand this outcome may not align with Ms. *********** expectations, no additional reimbursement is warranted. We value the feedback provided and will consider it for future claims of a similar nature. Should Ms. ********** wish to further discuss the denial of the additional compensation request, she can follow up through ongoing email communications, or can 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:02/05/2025

  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.

  After Hurricane ***, we rented a 16 container from PODS: 10/25/2022 Deliver to Customer ********************************************************************************************************* 26 months Storage On-site Storage 12/3/2024 Final Pick-up When we began removing our furniture, clothing, small appliances, etc., we found they were ruined. All of our possessions were covered in mold and we had to dispose of them. Not only did we suffer a huge loss with PODS, but we had to repurchase everything that we thought was safely stored.We filed a complaint with PODS in November 2024 and were told they would do nothing. We had hoped to receive a portion of the $5451.25 we wasted on rental.

  

  Business Response

  Date: 02/07/2025

  We are in receipt of your correspondence concerning ******* *****. As noted in our previous response on December 09, 2024, a comprehensive review was conducted, and the resolution provided was deemed appropriate based on the facts of the case.
  In the spirit of customer service and due diligence, we revisited the matter upon receiving this complaint. Our findings confirmed that there was no physical damage to the unit, nor was any other cause of loss identified to suggest that the container was compromised. A pressurized water test was conducted, which involved continuous water flow over the roof and exterior of the unit to detect any potential leaks, and no intrusion was found. However, we must note that mold and mildew affecting a customers contents are not considered a covered loss under the terms of the rental agreement.
  While we regret that we were unable to amend our position, we can assure you that the issue was thoroughly reviewed to ensure accuracy.
  At PODS Enterprises, LLC, 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 and apologize if his experience did not meet expectations. When a customer raises concerns about their service, we take their feedback seriously, thoroughly review the situation, and take appropriate measures where necessary.

  

  Business Response

  Date: 02/07/2025

  We are in receipt of your correspondence concerning ******* *****. As noted in our previous response on December 09, 2024, a comprehensive review was conducted, and the resolution provided was deemed appropriate based on the facts of the case.
  In the spirit of customer service and due diligence, we revisited the matter upon receiving this complaint. Our findings confirmed that there was no physical damage to the unit, nor was any other cause of loss identified to suggest that the container was compromised. A pressurized water test was conducted, which involved continuous water flow over the roof and exterior of the unit to detect any potential leaks, and no intrusion was found. However, we must note that mold and mildew affecting a customers contents are not considered a covered loss under the terms of the rental agreement.
  While we regret that we were unable to amend our position, we can assure you that the issue was thoroughly reviewed to ensure accuracy.
  At PODS Enterprises, LLC, 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 and apologize if his experience did not meet expectations. When a customer raises concerns about their service, we take their feedback seriously, thoroughly review the situation, and take appropriate measures where necessary.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22902884
  
  I am rejecting this response because:

  PODS did not provide protection for our belongings as they advertised. We paid almost $5500 based on this assurance. Our belongings were ruined and had to be replaced. We were duped by this company and feel they did not provide protection. A billing adjustment is warranted. They will continue to say they researched this complaint, but they did not.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/18/2025

  Thank you for reaching out and sharing Mr. ****** concerns regarding his PODS experience. We sincerely regret to hear about the issues he encountered with his belongings during his move, and we understand how disappointing this must be.
  After reviewing the details of his order, we would like to clarify the situation. On October 10, 2022, the order was placed online, and during the booking process, the contents protection option (CPO) was not selected. While PODS strives to provide valuable services, our containers are not manufactured to be air-tight. Unfortunately, mold and mildew are not covered under our standard policies, and contents protection must be selected separately to safeguard against such losses.
  Additionally, the rental agreement Mr. ***** accepted outlines the responsibility of the customer to insure the contents of the container, whether through the optional CPO coverage offered by PODS or a third-party insurance provider. As contents protection was not added to the order, a billing adjustment cannot be processed under these circumstances.
  We understand this is not the resolution Mr. ***** was hoping for, and we take his feedback seriously. We appreciate his understanding and encourage him to reach out if he has any further questions or would like to discuss additional options. We value his feedback and remain committed to providing clarity and assistance where possible.

• Initial Complaint

  Date:02/04/2025

  Type:Order 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.

  1/27/25 PODS driver backed into mailbox and drove off while dropping off PODS storage box. Mailbox was completely knocked off pole and destroyed. This is for my 80 year old parents who arent customers, the neighbors are. Called customer service and made complaint. **************** emailed claim to me 1/28/25 apologizing for incident and requesting pictures and breakdown of what happened. Pictures of destroyed mailbox sent to ******* in the claims department and we waited for response. ******* responded stating my 80 year old parents needed to hire three different companies and send over estimate for repair. They are refusing to send someone from their own company or to call a repair man themselves or send us a check. After back and fourth emails ******* still requesting two formal estimates while my 80 parents are left with no mailbox.

  

  Business Response

  Date: 02/07/2025

  
  On February 4th, 5th, and 6th, 2025, our PODS advocate reached out to **** ****** to discuss the next steps in the claims process. We are currently waiting for the customer to submit estimates in order to proceed with the claim. At the customers convenience, they will be submitting documentation to support their claim for review. Our goal is to work closely with the customer in hopes of reaching a satisfactory resolution.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22900357
  
  I am rejecting this response because:

  Thank you for your reply I like to tell you that estimate for a mail dox is costing money. Your driver destroyed 80 years old elderly peoples mailbox this can have impact on elderly people so as of now they dont have one. You are welcome to hire your own company/people to do this estimate or bring a new mail box and install it yourself earth way works for them. Ps again this are elderly people that dont speak English they are fragile please help them get this resolved.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/24/2025

  I acknowledge receipt of your correspondence regarding PODS Enterprises, LLCs customer, **** ******. ********************** has carefully reviewed Ms. ******* latest response, and we appreciate her continued engagement on this matter.
  As previously stated, we have thoroughly assessed the situation,and our position remains unchanged. The resolution provided was deemed appropriate based on our review of the circumstances.
  To further assist, if Ms. ****** would like PODS to consider covering the repair or replacement costs, we kindly request two formal estimates for the necessary repairs or replacement of the mailbox. This is a standard requirement for property damage claims, ensuring a fair and accurate assessment. As a moving and storage company, PODS is not equipped to conduct repairs directly but remains committed to reviewing the provided estimates for potential reimbursement.
  We understand the concerns regarding the mailboxs impact on the elderly homeowners, and we want to work toward a resolution. If obtaining estimates presents a challenge, we encourage the homeowners to have a local contractor or repair service provide the necessary documentation.
  We appreciate your time and attention to this matter and look forward to receiving the requested information to proceed accordingly.
  
  

• Initial Complaint

  Date:02/04/2025

  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 had two ******************************** **********, Since 2/20/24. It was set up for automatic withdrawal. Some were along the line payments stopped. On 1/15/25 I was issued a collection notice which I paid immediately only to find out my heirlooms in the containers had been auctioned off in November 2024. I was never notified by mail except by the collection agency. When I tried to investigate the situation and get documentation of their efforts to inform me of default of payments; the gentleman did not even have my correct email or phone number. The items being stored are priceless. I would prefer to get my items returned. I have sent mailed letters and e-mails and tried to get resolution through phone conversations. I am getting no where. Items were priceless!Container numbers:60992BX ******BX If items cant be returned I would like $200,000.00 Paid to me!Mail or Email is the best form or communication!

  

  Business Response

  Date: 02/11/2025

  BBB Response Posted as follows:
  
  RE:       ******** ******** (CID 167230716)
               Complaint #: 22896411
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS customer,******** ********. Our records indicate that ************************ were shipped to the local storage center on February 21, 2024 and that this was the last month PODS received payment from her.  Her credit card that she had put on file was no longer working.  PODS did not receive any payment from her for several months.  PODS subsequently proceeded to auction her contents in November 2024 due to nonpayment.  PODS sent her auction letters to her last known address located at ******************************************************************* as required by state law, which were returned undeliverable.  PODS placed calls to the phone number listed on the account but it was not working. It is the customers responsibility to make sure that monthly rent is being paid timely and that the customers contact information is up to date so that the individual can be contacted should any issue arise with the individuals account. Unfortunately, there is nothing more we can do for her under the circumstances.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ******** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ******** feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22896411
  
  I am rejecting this response because: I had my items placed in storage because I moved. WHY would they send notification to an old address???

  For some unknown reason the US POSTAL ******* refused to forward my mail, which i did not get notified about till after I was relocated in  ***** *****. I am utterly sickened by their in ability to read documents that were filled out properly in advance by me. All was verified, and correct. I want them to retrieve the auctioned off PODS and return my precious items. Many dating back decades and prior to 1950. 

  If they will not do this I am requesting they pay $200,000. in damages. My Heartache is extreme. My family photos and heirlooms are lost to some inadequate business person who cannot read.

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

  

  Business Response

  Date: 02/24/2025

  RE:       ******** ******** (CID 167230716)
              Complaint #: 22896411
   
  I am in receipt of your correspondence concerning PODS customer, ******** ********. It is the customers responsibility to ensure that payments are timely made and contact details are current.  When payments are not made,PODS is required by state law to send any auction letters to the customers last known address.  ********************** did exactly that after Ms. ******** failed to make a payment for several months.  PODS has no control over whether the postal service will forward her mail pursuant to her instructions.  While we understand the situation, unfortunately, this issue falls outside of PODS'control. There is nothing more we can do under the circumstances.
  

• Initial Complaint

  Date:02/03/2025

  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 ordered a pods and I paid for early delivery and same day pick up. My order total was $1992.77. My pod was not picked up the same day so they refunded me $215. 42. I check my account today I have 3 charges $716.05, ******** ansd $125.10. That's a total of $1992.77. This cannot be my total if they refunded me back $****** from the $1992.77. My total should be $1,777.35. I have everything written down and also verified with a *** that my total purchase was $1992.77. Them charging my card the $1992.77 + ****** credit would come to $2,208.19. I'm highly upset with this whole process. They charging my card all types of amounts. This is very unprofessional. I need someone to look into this and adjust my account.

  

  Business Response

  Date: 02/06/2025

  We acknowledge receipt of your correspondence regarding PODS Enterprises, LLC customer, ******* *******. On February 6, 2025, we reached out to Ms. ******* via phone and followed up with an email to address her concerns.
  Upon reviewing case ********, we confirm that a reimbursement was processed on January 24, 2025. This adjustment is reflected in Ms. ******** account. The fees referenced align with our records, and the remaining balance reflects the appropriate deductions.
  Ms. ******* may log into her online account to view the invoice ending in *******, which details the charges and corresponding adjustment. Please let us know if any further clarification is needed.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22893438
  
  I am rejecting this response because: It does not align with my account. I'm being sent all these invoices. My account was charged $1992.77. I called my bank and they told me that was correct what I was charged. It does not show any thing from pods for $1777.67. The credit shows separate for $215.42. I asked the *** several times and she even explained it to me. Ya'll need to review them records again. I will seek legal action. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/11/2025

  PODS records confirm that a credit was applied shortly after the initial fee was charged, and the refund was processed to the card on file. The invoices provided were intended to help Ms. ******* review the timeline of each charge and refund applied. We sincerely apologize for any inconvenience experienced during this process. Our records indicate that the total payments made align with the charges and refunds as reflected in our system. We strive to ensure transparency and accuracy in all transactions and are committed to resolving any concerns to the best of our ability.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a pickup and delivery schedule for today 1/30 with a window timeframe of pick up between 8:30 AM and 12:30 PM for both containers. The driver picked up the first container drove five miles away to the second location, but used the wrong road and got stuck on ice. The drivers manager then advised the driver to return the pod to the original location and reschedule pickup due to the ************. After calling the company and explaining that the wrong road is the one that had ice and that we have already treated the correct road, the company made no attempt to redeliver the pods even though we were only two hours into the window of pick up/delivery. The company did not ask if an alternate drop off location was available, refused to place the pods at least on the street and remove them from the driveway of the original address, and did not offer to store the pods at one of their facilities.

  

  Business Response

  Date: 02/04/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******* ******.A review of the issue that gave rise to this complaint is currently underway. Ms. ****** has been assigned a PODS Advocacy Representative and has been contacted to advise of assignment and provide contact information while the review proceeds.  We will continue to work with Ms. Field until the review is complete and will provide details and appropriate resolution accordingly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ****** may have endured. PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ****** feels they experienced anything less.We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22877701
  
  I am rejecting this response because: the issue only got worse after submitting this complaint.  Not only were the pod containers not able to be delivered the first scheduled date - due to no fault of my own, but they were unable to be delivered on the rescheduled date.  To make matters worse, the corner of my driveway was destroyed, I had to hire and pay movers on 3 separate occasions for which they were unable to do any work due to a lack of pod delivery, I had to rent my own truck to get my things moved, and when scheduling the THIRD pickup/delivery the *********** tried to charge me a fee for guaranteed delivery in the morning.  There is no way to contact the "facility manager" directly, so instead when you call the customer service number you are talking to someone who has no idea what's going on and just acts as the messenger.  The facility manager makes calls on deliveries without consulting with the costumer for alternate options.  It's insanely frustrating to have to talk through one person to deliver a message to the facility manager who has no desire to help with the situation.

  I've now spent over $1600 in addition to my POD charges just to have my things moved to my new house.  That doesn't even include the cost to fix my driveway when I get around to it.  I can't believe a simple apology is all the company has to offer in return.  The management of how these pods are delivered (or not) and the lack of communication with customers is appalling.  This is absolutely unacceptable for a big company such as this.

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

  

  Business Response

  Date: 02/14/2025

  I acknowledge receipt of your correspondence regarding PODS Enterprises, LLC customer, ******* ******. On February 14, 2025, a PODS representative reached out to Ms. ****** via email regarding her claim. After a thorough review, it was determined that the delay was due to inclement weather. While we make every effort to complete all scheduled moves as planned, severe weather conditions can occasionally impact service. Ensuring the safety of our drivers and customers' belongings remains our top priority.
  Unfortunately, weather-related disruptions are beyond PODS control, and as outlined in our rental agreement, we are unable to offer compensation for delays caused by uncontrollable circumstances.

• Initial Complaint

  Date:01/28/2025

  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 have had all of my belongings stored in a storage POD for over 3 years. Last weekend I finally found a place to move to and get my stuff out of my POD. Today I called to schedule a delivery over 1 month in advance. I requested to have my storage POD delivered on Saturday March 1st. I was informed that they do not do deliveries on Saturday. Thats crazy because my POD was dropped off on a Saturday and I requested it only a few days in advance. Then I requested my POD be delivered on a Friday and that it would get picked up on the same day. I was told that deliveries can only happen on a Wednesday. Im currently in *********** and I am having my POD delivered in ******************. They have made no attempt to work with me to get my POD delivered at a time that somewhat works for me. Again they have a month to figure out how to hire a driver and have my POD delivered at a time that works best for me. Especially since I have been paying $400/month for over 3 years to have my stuff stored so that when I was ready to have it delivered it would be easy. This is an unacceptable business model.

  

  Business Response

  Date: 01/29/2025

  I am in receipt of your correspondence concerning PODS customer, ***** ******.    On January 29th, 2025, our PODS advocate spoke with Mr. ****** to discuss scheduling concerns.   We are actively working with our local management team to review Mr. ******* request and explore possible solutions.  We truly appreciate Mr. ******* 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.  ****** 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:01/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a *** storage unit I believe in 2014. Paid approx $200 per month for their largest container for ten years. On 5/28/24, I contacted PODS to tell them the roof of the storage unit collapsed and the entire contents of the *** was destroyed. It looked like the damage occurred quite some time ago. The roof was not visible from the ground and I had no idea there was a problem. I hadn't looked inside the *** since my husband passed away unexpectedly in 2022. I didn't know where he had kept the key. I had two Thomasville Living furniture sets and two ****** bedroom sets, two king size mattresses and assorted miscellaneous items. Their claims agent requested photos which were provided. The adjuster told me they couldn't do anything until my account was current. For some reason, their automatic withdrawal of fees had stopped working. I had no idea and I had done nothing to cause that to happen. I am an Admin in a CPA firm and usually work 7 days a week during March - May 15 so it took me a little bit to search for the key and that is when I discovered the total destruction. I told them I wouldn't pay $600 for a damaged unit. After that, I heard nothing from them. I requested a settlement and heard nothing. I hired an attorney. The attorney said it would cost me a couple hundred dollars to send a demand letter. So I had the attorney send the letter. He charged me over $500. PODS never replied to the attorney's letter. The attorney alerted me that PODS had a lot of charges filed against them. The damaged PODS is still sitting in my driveway and smells from all the rotting contents. Now I receive an email from PODS telling me my account is seriously overdue and I face repossession. I don't want a repossession listed on my credit report. I think PODS owes me money to replace my property that was destroyed because their unit failed. I have other documentation but can't figure how to upload additional photos, emails to your site. Can you help me?

  

  Business Response

  Date: 02/05/2025

  RE:      ****** ************ (CID 120026282)
              Complaint #: 22860515
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,,****** ************. ********************** review confirms that the last communication received from Ms. ************ was on June 17, 2024, when she requested her PODS rental agreement, which is available through her online account portal. On February ******, PODS sent a follow-up email to Ms. ************ with an attachment requesting that she complete and return it, along with supporting documentation for the claimed items to help support the claim. PODS is committed to reviewing all claims within the terms and conditions outlined in the PODS rental agreement and will continue to evaluate the situation accordingly. There is an overdue balance, and we strongly recommend resolving this matter as soon as possible. Should Ms. ************ wish to further discuss their account or billing 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 Ms. ************ may have endured.  PODS *************** 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. 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22860515
  
  I am rejecting this response because:

  PODS has made no attempt to discuss my claim when it was originally filed.  Requested photos were sent timely.  The only response I received was "We can't discuss anything until you pay".  I retained an attorney to attempt to arbitrate.  PODS ignored the attorney, same as they ignored me.  I would be happy to discuss the damage of my unit due to the failure of the units roof.  
  
  Sincerely,
  
  ****** ************

  

  Business Response

  Date: 02/07/2025

  RE:      ****** ************ (CID 120026282)
              Complaint #: 22860515
  
  Dear Ms. **************** am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ************. Per our previous response on February 5th, 2025, PODS review confirms that an additional email communication was sent to Ms. ************* on February 5, 2025, with an attachment requesting that she completes and returns it, along with all supporting documentation for the claimed items to help support the claim. PODS is committed to reviewing all claims within the terms and conditions outlined in the PODS rental agreement and will continue to evaluate the situation accordingly. Should Ms. ************ wish to further discuss her claim 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.

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22860515
  
  I am rejecting this response because:

  PODS email of 2/5/25 indicates that the case has been assigned and I am unable to respond to the email as that mailbox is not monitored.  Please note that I orginally filed the claim a year ago and PODS ignored the claim until now.  I would like to hear from a claims adjuster and have them come out to assess the full damage to the entire contents of the *** unit.  Thank you.
  
  Sincerely,
  
  ****** ************

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22860515
  
  I am rejecting this response because:

  Attached is a copy of the email I received from PODS on 2/5/25.   The email did not have an attachment.  I would ask that PODS re-send.  However, I would like to know why PODS is not sending a claims adjuster to assess the damage.  Photos of the damaged furniture and other items were already sent to PODS almost a year ago with my original claim.
  
  Sincerely,
  
  ****** ************

  

  Business Response

  Date: 02/20/2025

  RE:       ****** Saricopoulis (CID 120026282)
              Complaint #: 22860515
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS customer, ****** *************** of our response on February 7, 2025, we can confirm that an email was sent to Ms. ************* with her attorney copied. Her attorney acknowledged receipt of the email and attachments, but we have not received a direct response from Ms. ************* We kindly remind customers to check their spam or junk folders for communications from PODS. All emails include the account and case numbers for easy reference and search capabilities. In accordance with PODS claims policy, an adjuster is not required, and no representatives are sent to a customers location. ********************** sent an additional email with the same attachments on February 20th,2025. Should Ms. ************ wish to further discuss her claim 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.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22860515
  
  I am rejecting this response because:

  Here is a copy of the recent email I received from PODS.  They are asking me to do the job of a claims adjuster.  And they are making it very clear that, even if I jump through their unreachable hoop, they may not accept any responsibility.   I am a widowed, 65 year old female with health issues and have no idea how I can satisfy their impossible request.  I have their largest storage unit chock full of water damaged, rotting furniture full of bugs and assorted household items.  I feel like they are, once again, stalling for time so they can invalidate my claim.  If you have any suggestions, I would greatly appreciate it.  I appreciate your time and help.  
  
  Sincerely,
  
  ****** ************

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22860515
  
  I am rejecting this response because:

  I reject Laureen's response and i am attaching the prior emails I received from ******* from PODS.  I sent photos and a statement of what happened to ******* back in May 2024 per her request.  Her response is attached.  She requested that I pay for the defective unit that contains my ruined contents which included two living room suites, two bedroom suites, two mattresses and various household furniture.  When ******* did not respond, I sent an email to PODS Settlement requesting assistance.  I received no response.  I then hired an attorney and paid the attorney to help resolve this situation.  Again, no response from PODS.  I feel ******* is uncooperative as her response stated one thing and that was to pay PODS more money.  I was a long term, loyal customer and already paid over $24,000 to **********************.  I need to know if  PODS expects me to pay for their defective storage unit before they have further communications as was previously stated by ******* .  Laureen's request for documentation had been fulfilled back in May, 2024 and another request for photos and documentation is just a stalling tactic.  The furniture is full of fire ants, vermin and mold.  I will not subject myself to physical and health injuries for *******.  If further documentation is required, I would ask that a professional be provided by PODS.  
  
  Sincerely,
  
  ****** ************

  

  Business Response

  Date: 02/24/2025

  RE:    ****** Saricopoulis (CID 120026282)
            Complaint #: 22860515
  
  Dear Ms. **************** am in receipt of your correspondence concerning PODS customer, ****** ************. Following our previous correspondences on February 7th, 2025, and February 24th, 2025, PODS remains dedicated to reviewing all claims within the terms and conditions outlined in the PODS rental agreement and will continue to evaluate accordingly. The documents attached by Ms. ************ confirm her receipt of the claim form, which is a necessary step for advancing the review process. Kindly note that the PODS claims process does not include waiving service fees solely due to the submission of a claim. Service fees are considered separately from the claims review process. PODS acknowledges Ms. ************ request for an alternative party to assess her loss. In accordance with PODS claims policy, we do not send adjusters to customers' locations nor would ********************** dispatch any representatives to a customers' locations for this purpose. Should Ms. ************ wish to further discuss her claim or billing she is welcome to reach out to her contact representative with PODS directly at *************, customer service is also available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.