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

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODS Moving & Storage

  3705 62nd Ave N Pinellas Park, FL 33781-6001

  
• 

  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  
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  PODS Moving & Storage

  18450 Showalter Rd Hagerstown, MD 21742

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:01/16/2025

  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.

  In early August 2024, I contracted PODS Moving and Storage to deliver my belongings to my new residence. I paid nearly $10,000 for storage and transportation services and was repeatedly assured that delivery would occur on Saturday, September 7, 2024. Despite confirming this timeline with PODS multiple times in the week leading up to the delivery, and notifying them repeatedly that a delay would cause significant complications, the truck failed to arrive as promised. After multiple calls on the scheduled day, I was informedwell past the quoted delivery windowthat my belongings would not be delivered until Monday, September 9.This unexpected delay caused major disruption for my family of four, who had just relocated to a new city. We were left with nothing but the clothes on our backs, after dark, with no prior warning. Forced to manage without our belongings, we incurred $2,976.85 in emergency expenses for food, lodging, clothing, and essentials. Following the delay, PODS instructed me to keep receipts and submit them for reimbursement, stating via email: "Please hold on to any out-of-pocket expense receipts that you may occur, during the delay of your container arriving. Examples...would be hotel stays or any items you had to purchase as a necessity due to the delay...food, air mattress, pillows, clothes..."Upon submitting my receipts, PODS cited arbitrary exclusions, rejecting costs for hotels exceeding their "average city rate," clothing from a "luxury" store (though the items were necessities), and other legitimate expenses. They offered $399.20, less than 15% of my documented costs.The delay, poor communication, and failure to honor their commitments caused financial strain and emotional distress for my family. I seek full reimbursement for my documented expenses and acknowledgment of the harm caused by PODS negligence.

  

  Business Response

  Date: 01/23/2025

  I am in receipt of your correspondence regarding PODS customer, ****** ********. On January 17th, 2025,January 22nd, 2025, and January 23rd, 2025, we reached out to discuss the issue raised by Mr. ******** in order to address scheduling concerns. We are currently awaiting his response.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that scheduling delay  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:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 13, 2025, someone from PODS changed the credit card on file and charged my credit card (used for monthly storage payments only) $7678.30 without my permission and as a result I had to shut down the card. Prior to this incident someone at PODS attempted to charge $15,000 on another card, so I had to shut that card down also. In addition, someone at PODS changed my monthly payment on my 12-foot storage container from $265.19 to $369.00 without my permission or knowledge of this change. When I called to inquire about the reason for the change, I was told that they did not know the reason. It is my desire to ship my 16-foot storage container and my 12-foot storage container to **************; however, PODS is attempting to overcharge me for shipping. The normal shipping rates for shipping to **** from ******* is $5000 and PODS is attempting to overcharge me by over $2000.

  

  Business Response

  Date: 01/24/2025

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** *******. On January *******, our ********************** advocate reached out to Ms. ******* to discuss the next steps in the claims process.  We have offered the customer a settlement refund, and we are currently waiting on Ms. ********* response. Our goal is to work closely with the customer in hopes of reaching a satisfactory resolution.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22819128
  
  I am rejecting this response because:  PODS have attempted to overcharge me many times by thousands of dollars with no formal apology or admission of guilt.  In addition, PODS offered me $209 as a resolution only if I signed an agreement to stop fighting their unprofessional behavior.   As I told PODS in my response to on 1/24/25, I will not agree to sign anything until the items in both of my 12ft and 16ft PODS are safely delivered to me in **** on February 8, 2025.    
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/03/2025

  On January 27, 2025, our PODS advocate spoke with the customer to discuss the next steps in the claims process. At the customers request, they have chosen to wait until the containers are delivered before proceeding with a settlement. Both orders are expected to be completed by February 13, 2025. Our goal is to work closely with the customer to ensure a satisfactory resolution.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22819128
  
  I am rejecting this response because:

  Now that my items have been received PODS is attempting to overcharge me once again. I asked for an explanation of the multiple charges in December 2024 and was not given an answer to why PODs continued to charge me. I was also charged $688 on January 2025 and it was not applied to my moving bill as I was told over the phone. PODS is now claiming that I owe them over $8000 which is not accurate.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/20/2025

  I am in receipt of your correspondence regarding PODS Enterprises,LLC customer, ***** *******. On February 20, 2025, our PODS advocate contacted Ms. ******* to discuss the next steps in the claims process. We extended a settlement refund offer, which she has accepted.
  
  As of this date, a resolution has been reached, and Ms. ******* has confirmed that the matter has been addressed to her satisfaction. Given this, we respectfully request that this complaint be closed as resolved.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22819128
  
  I am rejecting this response because:  
  ***** johnson <******************************>
  10:04?AM (5 minutes ago)
  
  
  
  to Pods, me, *************************************************************
  
  
  
  
  
  
  
  
  Good morning,
  
  
  The resolution is now null and void because PODS went back on their word. I just received a call from Ms. ******* at 10 am PST who is attempting to increase the price once again which negates our agreement.  
  
  
  Prior to my signing the agreement, Ms. ******* stated that she would correct my bill and that after the $209.70 was applied, the bill would be $7857.70.  Now, after signing the agreement she is claiming that she cannot apply the credits as promised and the bill is now over $8200.00--unacceptable.
  
  
  I will not be tricked into agreeing to escalating pricing by members of PODs.  I have asked several times that this matter be escalated to the executive level and have been denied.  As a result, the agreement that I signed is null and void which means that I will continue to fight PODS on this extreme overcharging of my account.  In addition, I will seek damages for PODS attempts to place unauthorized charges on my credit card for $15,000 and $10,000 respectively.  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/24/2025

  
  
  
  I acknowledge receipt of your correspondence regarding PODS Enterprises, LLCs customer, ***** *******. ********************** has thoroughly reviewed Ms. ******** latest response. While we appreciate her perspective, our position remains unchanged.
  As previously stated, we conducted a comprehensive review of the account and confirmed that all charges are valid and align with the terms of the rental agreement. The customer has an outstanding balance for services rendered, which remains unpaid.
  The balance consists of container rental fees, transit charges,and redelivery fees, all of which were agreed upon in the rental agreement. Our records indicate that adjustments were discussed and applied appropriately, and at no point were unauthorized charges processed. Additionally, a detailed breakdown of charges was provided to Ms. ******* via email on February 24.
  PODS remains committed to transparent billing practices and fair resolutions. Given our thorough review of this matter and the terms of the agreement, we respectfully request that this complaint be considered resolved and closed.

• Initial Complaint

  Date:01/14/2025

  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.

  We worked with PODS in moving from ****** to **********. PODS Canada requested we use a company called ************** to load the pod in August 2023. The pod arrived in ********** in June 2024. Upon arrival, several of my items were severely damaged, including the master bed from BoConcept, a black office cabinet, a glass table, and a black chair. The bed was totally un-useable and could not be assembled. Most of our payment was to PODS USA for shipping the items. Immediately upon receiving the items, I filed a claim with PODS for damaging our items. PODS denied the claim on the grounds that we could not prove this the goods were damaged by PODS instead of **************, the local company they told us to use. After the claims were denied, I consulted with my credit card company. I disputed one of the charges for $283.75 and was informed by ***** that I had won my dispute and the account was credited. Despite this, PODS collectors are harassing me. They call at all hours of the day, including at 5:45am in the morning even after I have provided them the proof from ***** that the dispute was over. As a result of working with PODS, I have suffered substantial loss of furniture, as well as constant aggravation. The collectors on the phone threaten to notify credit bureaus and ignore the fact that the amount of $283.75 was already settled by *****. I request compensation for damaging my furniture and to reconsider my claim, and I ask PODS to stop collecting unlawfully after ***** credited my account, including dropping their threat to notify credit bureaus regarding the $283.75.

  

  Business Response

  Date: 01/17/2025

  I am in receipt of your correspondence concerning PODS customer Mr. ******** *******.  On January 16th, 2025, contact to discuss the issue was initiated with Mr. ******* in order to address his concerns and work on 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 Mr. **************** have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Mr. ******* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22808136
  
  

  Dear BBB,

  PODS has reached out to me. I cannot accept any response yet because they have asked me for more information that they will send to headquarters to try to reach resolution.

  Sincerely,

  *****

  

  Business Response

  Date: 02/04/2025

  PODS Enterprises, LLC has thoroughly reviewed Mr. ******** concerns regarding his account and service experience. Based on the findings of this review, PODS can confirm that all charges and processes aligned with the terms of the agreement.
  

  Regarding Mr. ******** inquiries about billing adjustments, PODS acknowledges that information was previously provided regarding proration policies and applicable fees. As part of standard procedures, charges for long-distance moves differ from local moves, and proration does not apply outside of the specified terms. Any adjustments made to the account were processed in accordance with company policies.
  

  Concerning the cross-border scheduling process, PODS confirms that the necessary documentation was provided to Mr. ******* on August 2, 2023. However, records indicate that the required paperwork was not submitted in its completed form until May 10, 2024, with additional revisions required before final approval on May 29, 2024. Following approval, transit scheduling was promptly initiated on June 5, 2024, with delivery completed in ******************** by June 12, 2024. This timeline reflects an efficient turnaround for a cross-border shipment.

  PODS values its customers and strives to provide transparent and reliable service. While we regret any frustration Mr. ******* may have experienced, our review confirms that all actions taken were in alignment with the established terms and conditions of the service agreement. At this time, PODS considers this matter resolved.

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22808136
  
  I am rejecting this response because:

  PODS is correcting a small agent error they had already promised to correct, and I appreciate this. However, they have not addressed the heart of my complaint and the substantial damages I suffered to my furniture. The damage was very likely caused by PODS, even if it is hard to definitively prove. If it wasn't caused by PODS, it was caused by Muskoka Movers, who PODS told us to use, and who refuses all communication.

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

  

  Business Response

  Date: 02/14/2025

  We have reviewed Mr. ******** concerns with management regarding the movers decision and Mr. ******** claim processed through Unirisc.    We understand Mr. ******** frustration regarding the services provided by Muskoka Movers.   While PODS may recommend third-party movers, they operate independently, and it is ultimately the customers responsibility to research and ensure they are comfortable with the company they choose to hire.   We encourage Mr. ******* to review the agreement and documentation provided by ************** and reach out to them directly regarding his concerns.
   
  Additionally, please note that PODS is not affiliated with ************** and cannot speak to their handling of follow-ups or responses to complaints.
   
  Regarding Mr. ******** contents damage claim with *******, the decision has been finalized, and we are unable to revisit it.   For further details on the coverage and claims process, we refer Mr. ******* to the Contents Protection Option and Rental Agreement available at ****************************.
   
  
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22808136
  
  I am rejecting this response because:

  - PODS encourages people to buy insurance, but then does nothing to help when the contents are broken.

  - PODS did not provide an explanation of why my initial complaint regarding Muskoka Movers was never responded to.

  - PODS promised me to send me a check for money that they already owed me and never paid. I have yet to receive this check and it has been several weeks since they promised this.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:01/14/2025

  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 moving Ive used before, no problems I thought it was amazing. I used them again and I canceled the date. I was originally scheduled to have them come. They then came a date. I never scheduled and also came back to pick up an empty container absolute bad service. That is not what I ordered them for then took money out of my account unwarranted dreadful service

  

  Business Response

  Date: 01/21/2025

  I  am in receipt of your correspondence concerning PODS Enterprises, LLC.customer, ***** ******. Upon thorough review, we confirmed that the resolution provided to Ms. ****** aligns with the details uncovered during the review process. To provide context, during Ms. ******* order booking call on April 21, 2024, our representative verified that Ms. ****** wanted the container to be delivered on April 29, 2024. Once the driver arrived for the delivery of the container a car was blocking the driveway, the customer was contacted and voicemail was left, letting her  know the delivery date was rescheduled for May 13, 2024, and asking Ms. ****** to contact PODS directly if the date needed to be changed or canceled. Ms. ****** did not contact PODS until after delivery to state she did not need the container.
  
  
  While we understand the nature of Ms. ******** concern and regret any inconvenience caused, we want to assure you that we thoroughly reviewed this matter to ensure accuracy.
  
  As Ms. ****** was given the information of her complaint we consider this matter to be resolved.

• Initial Complaint

  Date:01/12/2025

  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.

  Customer # ***************** # ********* I ordered 2 pods for my move; the 1st was delivered and the space was not big enough to fit them staggered, as I thought. The second pod was never delivered but rescheduled for a week later after the 1st was to be picked up. There was said to be no charge for this. Problem 1: A hold was put on my wife's card for $879 for the drop-off of both Pods. She called about this and was told it was just a hold. Then, they started trying to charge her an additional amount of $385. She called and tried to get an understanding of why because the second pod wsn't delivered and the $879 would cover both, when it actually ws delivered. She was hug up on several times and cold transferred several times. The first Pod was picked up on 1/7 and the second Pod was dropped on 1/7. This Pod was of immediately noticeable inferior material, it was visually aged beat up and the interior constructed of plywood and 4x4s, the first was a metal pod, and was cleaner. PROBLEM 2: 1/09 I started loading this container and stacking stuff inside. I had a row of materials I was stacking at the entrance and while bent over the door uncoiled & came down without warning, striking me in my lower back. My wife ran over to assist and see if i was ok. She called Pods and told them about the incident and to see what was going on with the additional attempts to bill her for different errant amounts(she keeps her card locked) Again she was hung up on and cold transferred many times, and no one took official documentation of the incident. I hoped the pain would subside and went inside. It just got worse and I ended up not going to work on 1/10 and went to the *********** after it still didn't get any better with ********* and ice. PROBLEM 3: 1/10 I called and filed a claim with Pods over the phone and she did ask if I was ok, but quickly went to remarks about needing documentation. It was, but shouldn't be the paramount concern. I need further care.

  

  Business Response

  Date: 01/15/2025

  I am in receipt of your correspondence concerning PODS customer, ******** *******.   On January 15th, 2025, our PODS advocate spoke with ******** ******* to address the personal injury claim and since that time also notified ******** ******* that the billing on the account would be examined  ******** ******* has the direct contact information for our PODS advocate and is aware the claim is under review. 
   
  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:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4 years ago I ordered a Pod to help me move from ************* to ***********. I was informed it would be there on Thursday so I booked hotels, had friends ready to help pack the moving works. Thursday nothing comes, and they don't have any answer for me. Friday after calling over a dozen times I am informed it won't be there until Tuesday. Now I'm freaking out. It's to late to cancel the hotels. I am informed they will be giving me a massive discount on the travel fee because of this. Cool okay, that will cover the losses, and I relax. I get my invoice showing the discount. I move across the country. All is well. Then 6 months later I get a bill showing I owe them for the cost of the discount. I call them up thinking its an honest mistake. They are now saying the person was not authorized to give that discount and I owe them the money. I fight it for about 6 months. I send them invoices for the works. They finally stop and I feel like its been taking care of. Now 4 years later they have sent it to a debt collector. I am now sending them all of the paperwork I have.

  

  Business Response

  Date: 01/09/2025

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

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22778966
  
  I am rejecting this response because: they continued to back petal a discount made 4 years ago. Then told me I needed to talk to someone in another department but gave me no ability to transfer to that department. When I asked them to simply look at the files that I had sent over 4 years ago they asked for receipts from the drive I made. They were the ones who rescinded on their discount and then are saying they will re-give me at 30% of what was originally given. It feels like they truly do not see anything wrong with going back on what was said over 4 years ago and then demanding that I give them more information. The entire time working with Pods I feel I have had to fight to be treated with simple decency. They refuse to simply hold to a discount that they gave and go back saying no we can only give another amount. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/29/2025

  PODS Enterprises ********************** made another attempt to contact the claimant on 1/24 but was routed to voicemail. A voicemail was left, and a follow-up email was sent. On 1/29, we reached out via phone call and sent a follow-up email to discuss further.

  
  

  As a resolution, the company is offering a settlement, which can either be refunded directly to the claimant or applied to the outstanding balance. If Ms. ***** chooses a refund; the remaining balance will still be due. The ********************** is actively seeking to speak with Ms. ***** to determine her preferred option. To facilitate a resolution, Ms. ***** is encouraged to return the call (the collections team direct number is direct number is ************) or respond to the email so that the available options can be reviewed in detail.

  
  

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a POD from PODS moving and storage in March of 2020. When I opened the account I paid via my checking account but soon after switched payment autherization to a credit card. I returned the container in Auguest of 2024. My checking account was charged 3 separate times totalling approximately $869 on or around January 6, 2025 by the PODS company that I did not approve or authorize. I called the company to resolve and they continued to put me on hold and transfer me to another department. Finally I was transfered to the payment department where I was told they could not refund my money because I hadn't responded to an email.

  

  Business Response

  Date: 01/17/2025

  I acknowledge receipt of your correspondence regarding PODS customer ******** *********. On January ******, January 8, 2025, and January 17, 2025, we reached out to discuss the issue and address her concerns. We are currently awaiting a response from ******** *********.
  
  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:01/05/2025

  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.

  So I first contacted pods and did a free quote. I was given a quote of $300. We just had our home condemned by **** because of hurricane ******. So we needed this pod to store what valuable and belongings we had left that didn't get ruined by the hurricane. We needed this pod because all storage facilities local were totally full and booked. So this was our only and last option. Boy was that a huge mistake. To my surprise the first transaction of money from my account was over $300. So I contacted them to try and just cancel my reservation. To which I was informed even if I canceled I would not be given a full refund and I would have to pay for canceling. So I keep my reservation and they delivered. Once delivered it was here for a month and I paid $99 for the monthly rental. So now it's early December and I go online and pick a date open which was also first open appointment on December 31. What a shock I was in to find out some one from the pods facility had went into my account and changed the pickup date. We needed it pickup asap because we have trees srounding our home that was needing to be cut down on 1/2/25. Because the pod was not picked up the tree companies could not bring in equipment to make the immediate needed trees to be taken care of. My husband lost an entire 2 days of work. I am in great failure and I am immune compromised so he has to handle a lot of those situations. We also still had to pay the company $700 for the fee of coming to the job site and bringing all their equipment and employees to do the tree work just to be locked by the pod! Then when the pod was picked up I was charged again $250. So in total we paid over $1400 for the pod and the tree companies fee. I have also filed with the ********************** a complaint to which pods never responded. So here we are I need my money back this is absolutely not how to conduct business.

  

  Business Response

  Date: 01/16/2025

  I am in receipt of your correspondence concerning PODS customer ***** *******.   On January 15th, 2025 contact to discuss the issue was initiated with Mr. ******* in order to address their pricing and scheduling concerns and work on a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ***** ******* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ***** ******* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22769979
  
  I am rejecting this response because:
  After I explained my side and told pods everything that happened they only were willing to refund $96 and some change for a month of rental. But I don't believe that's correct. Considering someone from PODS went into my account and changed the pick up date. When I seen the date had been changed I contacted PODS customer service line to ask what was going on. To which she told me some one at pods facility had went in and changed the pick up date and pushed it back. Then when I told her I want to keep my original pick up date. She said ok and she would let the facility know. Once I got off the phone with that representative I got an email stating my email address was changed and a single letter was removed from my email address so I would no longer receive email updates. Little did they know I received a change of email - email. At that point I immediately went in and changed my password. Then I had to pay a tree company to reschedule after they came out as scheduled on a date after my original pick up day. This is totally unprofessional and a total unsatisfied response. 
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/07/2025

  I am in receipt of your correspondence regarding ***** *******. As outlined in our previous response dated January 28, 2025, a thorough review was conducted, and the resolution provided was determined to be appropriate based on the details of the case.
  In an effort to ensure a fair and accurate assessment, we revisited the matter once again. Our review confirmed that the customer booked their order online, with all pricing details clearly outlined in the order documents. While the final pick-up date was adjusted by the local service center due to driver availability, the customer was notified in advance, allowing sufficient time to reschedule their tree service. The charge in question pertains to the final pick-up of the empty container and was properly disclosed at the time of booking.
  Additionally, a settlement offer was extended to the customer to address their concerns. Despite our continued efforts to resolve the issue, PODS Enterprises, LLCs position remains unchanged. We recognize the customers frustration and regret that we were unable to provide an alternate resolution. Please be assured that the matter has been carefully reviewed to ensure accuracy, and we stand by our assessment and the resolution provided.

• Initial Complaint

  Date:01/04/2025

  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.

  I originally thought that this was the best way to go about my move until I was deceived into paying almost $400 more then I was initially told. The company said that they would investigate and then talk to me about the findings. Not only did they not investigate but the proceeded forward with charging my card even after I was told that that would NOT happen. I then proceeded to remove the card so that we could handle this without the stress of them constantly charging my card however unbenoknowst to me they contuined to charge my REMOVED card. This business is a SCAM and they don't deserve any buisness. I will continue to write reviews until the company refunds me the money they illegally stole. I will also be disputing all charges.

  

  Business Response

  Date: 01/13/2025

  I am in receipt of your correspondence concerning PODS customer, ******* *******.  January 6, 2025 and January 10, 2025, attempts made to reach out to Ms. ******* to discuss her concerns,however unsuccessful, and voicemails were left.  Please have Ms. ******* respond to the direct emails sent to her so that we can facilitate her concerns. 

• Initial Complaint

  Date:01/03/2025

  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.

  On December 3rd, 2024, I've hired PODS for an out-of-state move for a 5x10 container via their "City Service"with the following details:Pickup: ********, **, on Dec 6th, 2024, 8:30 ************: ********, **, on Dec 23rd, 2024, 8:30 a.m.The total cost for this service was $4,342.20 USD for delivery in 17 days. I can provide a detail quote if needed.On December 18 and 22 I got email communications from PODS confirming that the delivery would happen on Dec 23rd at 8:30 a.m. I hired two movers from Hire a Helper per referral from PODs. One of the boxes in the shipment contained an Apple Air Tag, which allowed me to see the day prior to delivery (Sunday 22nd) that the shipment was in the ******* area. PODS does not operate any customer service on Sundays. As soon as they opened on Monday 23rd at 8 a.m. I called them to confirm if indeed the delivery was going to happen, as the movers from Hire a Helper arrived. It was at that moment that PODS claimed that their truck had "mechanical issues in *******" and was going to be ready for delivery on December 31st, which represents a delay of over 40% over the allocated time. Because of these delays:1. Hire a Helper charged me a last-minute cancellation fee ($250)2.I took time off work to be able to accommodate the goods in my new home. Because of this delay, I needed to organize things in 3 days vs. 10.3. Unfortunately I could not move forward with plans to see my family during the holidays.PODS is offering me a compensation of $300, claiming that this falls under Force Majeure. After back-and-forth where I explained that unless the mechanical issue happened because of the typical definitions (act of God, labor disputes, etc.), lack of preventive maintenance is actually the responsibility of the company. However, PODS insists in only offering me $300 and claims no further responsibility our accountability on this delay. My claim is to be compensated in $250 (Hire a Helper Fee) plus 600 (final installment to PODS)

  

  Business Response

  Date: 01/06/2025

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ******. On December 23, 2024, our PODS advocate reached out to Mr. ****** to discuss the next steps in the claims process. As of January 6, 2025, a resolution has been reached, and we have confirmed with Mr. ****** that the issue was addressed to their satisfaction.Based on this, we ask that you close this complaint as resolved. Thank you.

  Customer Answer

  Date: 01/07/2025

   
  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. This entailed a new agreement with the Business that they have sent me written notification which includes a non-disclosure statement. That said, I appreciate your assistance on this matter, and I commend you for the transparency and accountability that you bring for us consumers. 
  
  Sincerely,
  
  ****** ******