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

  1209 W Market St Smithfield, NC 27577-3338

• 

  Pods

  4816 Pods Way Chesapeake, VA 23320

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

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:12/17/2024

  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 11/26/24 I rented a POD storage unit for one month. I called today to request it be returned and was told this was not possible until 1/14/25. I was also told I could be responsible for additional charges since the pick-up could not be scheduled until after 30 days. I was told that I needed to call PODS every day until the pick up day to see if an earlier pick-up could be scheduled. I do not appreciate being threatened with additional expenses because PODS cannot retrieve their product in a timely manner. I also don't appreciate being told to call a company every day to check on pick up availability. I would appreciate any assistance you can provide to resolve this unnecessary inconvenient and unprofessional situation.

  

  Business Response

  Date: 12/24/2024

  I am in receipt of your correspondence concerning PODS customer, **** **** ******. Due to unforeseen circumstances, Mr. ******* final pickup of his empty container was not able to be completed when he requested. I would like to assure you that we have promptly addressed this issue, and as of December 18, 2024, Mr. ******* container has been picked up and his order is completed. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are further inquiries or if additional information is required, please feel free to reach out.

• Initial Complaint

  Date:12/14/2024

  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.

  Our pod was supposed to have initial delivery on 12/12 (meaning an empty pod). They no called, no showed. We called customer service the response we got from multiple agents was Roanoke isnt answering. At 8pm on the 12th we saw on our account that delivery was rescheduled for 12/13. AGAIN NO CALL NO SHOW. We called multiple times on the 13th, and we were even told at 2:20pm the pod is leaving the facility now and will be there in 40 minutes . The pod never came. Who lied? No idea. That brings us today 12/14, no pod. Ive been on the phone for over an hour. I finally am speaking to a supervisor who said there is nothing I can do. They arent answering the phone and there is no one else you can talk to. My only option is to wait until next week and hope they deliver next Thursday! Mind you- our pod was suppose to be picked up next Wednesday as we are moving across the country! We booked this in OCTOBER. There should be no issues with scheduling! We were also informed that NO pods on the route were delivered the last 2 days from the ******* location.

  

  Business Response

  Date: 12/24/2024

  I am in receipt of your correspondence concerning PODS customers ******** and ******* *******.  On December 16, 2024, email and phone contact to discuss the issue was initiated with *** and Ms. ******* in order to address their scheduling  concerns and work on a resolution. 
  

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22687024
  
  I am rejecting this response because:
  
  Neither my husband or I have received a phone call or email from Pods trying to discuss a resolution. This is yet another lie from pods. 
  

  I look forward to truly hearing from them. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/03/2025

  I am in receipt of your correspondence concerning PODS customers, ******** and ******* *******. Due to unforeseen circumstances,Mr. ******* container was not able to be delivered. I would like to assure you that we have promptly addressed this issue, and as of December 16, 2024, he has been refunded in full along with an additional refund which was completed on December 18, 2024. The refunded amount would have been reflected in his account within the standard 3-14 business days. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are further inquiries or if additional information is required, please feel free to reach out.
  

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22687024
  
  I am rejecting this response because: 

  It has been almost a month since an additional refund was issued and I have not received this compensation. The only thing I can find is on my PODS account a 100 dollar credit. A 100 dollar credit does NOT cover the extra ***** dollars that we had to spend due to PODS negligence. 

  A responsible company would attempt to have a phone call after a horrendous failure.  You have our phone numbers and emails, be responsible. Use them. 
  
  Additionally, a credit is not compensation or an additional refund. 100 dollars means nothing.

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

• Initial Complaint

  Date:12/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We confirmed a delivery date for our pod and paid an extra $570 for the transfer over a month in advance. We paid and signed the agreement. We received a confirmation text and email the day before saying they would send us a delivery window. Then when we called because we didn't receive one the day-of they tell us they cancelled it for absolutely no reason. We never got a call or text or anything, it's just randomly cancelled.I asked what they could do to fix the situation and They're saying the soonest they can deliver is in 10+ days and that we need to pay AGAIN for it to be delivered even though we have not been refunded for the initial transfer service we paid for and did not receive.____It has now been a week since our pod did not show up. We contacted support as they asked us to do and they sent it to their escalation team. PODS has confirmed that the error was on their part, but they STILL haven't even scheduled it to be shipped it to our area, given us a delivery date, or even a courtesy call to let us know what is happening with our stuff.This is an excusable way to treat customers who have given them $15000 over the years. And when PODS has admitted it was their fault. There is no motivation for them to do anything to resolve this and meanwhile; weve been sitting in an empty house for a week now (a week which we took off work to move our stuff and could not get back, so we lost money there as well.)They need to make this right and we cant get anyone to respond to us. We had to go in the store to get an update and they told us they couldnt do anything because the escalation team is above them and they cant go around them. Please help us. They are going to charge us for our monthly payment soon and this is a joke, we do not want to give them another dime and they need to give us our stuff back and recuperate these ********** husband is the name on the file **** *********. Same address. ************, *********************

  

  Business Response

  Date: 12/24/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** ********* and ******** ********. A review of the issue that gave rise to this complaint is currently underway. Mr. ********* 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 Mr. ********* 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 Mr. ********* may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mr. ********* 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 

• Initial Complaint

  Date:12/11/2024

  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.

  We had our *** delivered today 12/11/2024 a small 8ft *** and before the driver even got here and was about 20min out he called saying he wouldn't be able to deliver the *** because it's too big. He didn't even see the driveway yet. We measure everything and we have plenty of clearance and room but height and withe He gets here doesn't even introduce himself and says it not possible because there is a fence a crossed the street. We asked him to back it in and he like well I can leave it n the street we ask HOA rules it has to be in the driveway. He turns the truck side ways and leaves it in part of the driveway and part on our neighbors property. Doesn't say anything to us and just leaves. And not only did he not be respectful he told us that he can't do his job because of a small fence all the way a crossed the street. Basically before he even got here he decided didn't want to do his job.

  

  Business Response

  Date: 12/15/2024

  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. ********* 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: 12/21/2024

   
  Complaint: 22672894
  
  I am rejecting this response because: We asked for the ****** not to return to the house for the 2nd POD and the same ****** returned to pick up the 16ft POD. He was not able to probably deliver an 8ft POD. Yet a 2nd different ask requested ****** delivered a 16ft POD perfectly in our driveway. Now the 1st ****** (that put the 8ft sideways and on our neighbors property) is back and can't pick up the 16ft POD without issues, saying he can't get it out of the driveway and being unprofessional once again.
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 12/31/2024

  I acknowledge receipt of your correspondence regarding PODS Enterprises, LLC customer, **** *********.
  On December 23, 2024, PODS successfully retrieved the container from Ms. ********** property. Due to the limited clearance at the location, our drivers conducted both the delivery and retrieval of the container with the utmost care.
  On December 24, 2024, a Customer Advocate contacted Ms. ********* via email to share the findings of the case review. At this time, the case has been thoroughly reviewed and officially closed. We can confirm that the review process was comprehensive and that the findings are accurate.

• Initial Complaint

  Date:12/10/2024

  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.

  Subject: Formal Complaint Against PODS Moving and ****************************************** Better Business Bureau,I am writing to formally complain about the unethical practices of PODS Moving and Storage in ***********, **, regarding their mishandling of my account and settlement.On November 25, 2024, a PODS supervisor left me a message about a settlement offer. When I called back, I was redirected to a representative who quoted a higher settlement than the supervisor had previously offered. After days of back-and-forth, I finally spoke to the supervisor, who then informed me that nothing could be done because the auction of my belongings was now within seven days.Adding to the confusion, I discovered an email labeled under an associates name with the vague subject Hyattsville Auction. It lacked clear identification as official PODS correspondence, causing delays. Furthermore, my account was blocked, preventing me from paying down the balance.I was previously told in August that my belongings had been auctioned, only to later learn they had not. Despite this, PODS continued to charge me for the storage unit, all while providing inconsistent and misleading information.I acknowledge my fault in falling behind, but PODS failed to act professionally, including:1.Providing inconsistent settlement offers.2.Blocking my account without notice, preventing resolution.3.Failing to clearly communicate the status of my belongings or payments.I am on disability with limited financial resources. The misinformation and lack of professionalism from PODS have caused undue stress. I request a fair and reasonable settlement and urge the BBB and Consumer Affairs to hold PODS accountable.If this matter is not resolved promptly, I will escalate my complaint through additional consumer protection and legal channels.

  

  Business Response

  Date: 12/19/2024

       I am in receipt of your correspondence concerning ****** ******* Due to concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time.  Upon completion of the review, a member of our PODS Billing/Collections team will reach out to ****** ******* directly to discuss. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ****** ******* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that  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:12/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a POD to be dropped off 12/7 so I could empty out my basement before getting some construction done. The delivery driver called me in the middle of the supposed delivery window to tell me that they wouldn't be delivering the pod because of the power lines that are 20 feet over my driveway, nevermind the fact that the previous homeowner had multiple PODs in the driveway when I first toured the house. At no point during the scheduling process was this supposed limit mentioned. The only time it was close to being mentioned was asking for 15 feet of clearance which the power lines easily surpassed. I am now stuck scrambling to find an alternative with little time before construction begins.

  

  Business Response

  Date: 12/16/2024

  I am in receipt of your correspondence concerning PODS customer, ***** ******. Due to unforeseen circumstances, Mr. ******* container was not able to be delivered due to the height of the wires above Mr.******* property, which was discussed with Mr. ****** and PODS delivery driver. I would like to assure you that we have promptly addressed this issue,with the driver speaking directly to Mr. ****** regarding the placement of the container and per Mr. ******* request the order has been canceled and no funds were charged. If there are further inquiries or if additional information is required, please feel free to reach out.
  

• Initial Complaint

  Date:12/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PODS delivered three containers to our home address They then picked up a loaded container and delivered it to their ********, ***** location. We began to load the remaining two. In the meantime, the sale of our home canceled by the buyers. We instructed PODS to pick up the empty containers and return our loaded one. At that time I was told that the loaded POD had been transported to ******** *****. This action took place without our instruction or consent. Plus they charged over $8,000.00 for the service which included the deliver of all three PODS to *****. They have since refunded $5,000.00 but are now refusing to refund the additional $3,300.00 and will not return our loaded POD.

  

  Business Response

  Date: 12/20/2024

  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. Mr. ****** 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 Mr. ****** 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 Mr. ****** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mr. ****** 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: 12/20/2024

   

  Pods did assign a representative regarding my complaint. That was 3 weeks ago. After several days of hearing nothing, I was contacted by a representative that said it was being referred to an upper management liason. That never happened. I did receive an email this morning from the original representative  (******), basically saying she was looking into the issue.

  Furthermore,  their response to you says nothing that leans toward a resolution. It was all platitudes on how they strive to have great customer service.

  Additionally, letters have been sent to their CEO, head of legal and SVP of marketing.  No response from any of them.

   

  Complaint: 22654865
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/26/2024

  PODS Enterprises LLC appreciates Mr. ******** feedback and sincerely regrets any frustration caused during his recent experience. Upon receiving Mr. ******** original complaint on December 4, 2024, the assigned advocate promptly reached out via email to introduce herself and explain the claims process.
  PODS acknowledges that there was a delay in providing the requested information, typically considered proprietary. However, following the necessary approval process, PODS was able to forward the requested chat transcripts to Mr. ****** on December 20.
  PODS understands the importance of coordinating transportation effectively and recognizes that it would indeed be ideal to transport all three containers on the same truck. Nevertheless, this is not always feasible due to various factors, including truck size and pre-existing loads. Therefore, PODS communicates estimated shipping dates as guidelines rather than guaranteed timelines.
  Furthermore, although PODS was able to cancel the transit for the two containers at Mr. ******** request, the third container had already left the origin facility by the time the cancellation was requested.
  PODS is committed to providing outstanding customer service, and it is disappointing to hear Mr. ****** feels this has not been achieved. The team is continuously working to improve communications and resolutions for all customers, including Mr. ******* He can expect further updates as PODS progresses in addressing his concerns. Thank you for your patience as we work through this matter.

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22654865
  
  I am rejecting this response because:

  Pods response does not address my original request and is filled with corporate platitudes without a solution.   Yes, I was assigned to someone that responded with a "take it or leave it" email and said she was "the ultimate authority". Obviously that was a lie. And I did get a transcript of a conversation that no where said "ship this POD to *****". It, in fact, reflected that all 3 PODS need to be shipped. "All three", not one then two.

  Again, their system requires written instruction to ship and I did not give that instruction. This situation is a result of poor communication on the part of their foreign call center. On a good day they are very difficult to understand.

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

• Initial Complaint

  Date:12/06/2024

  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.

  We recently bought a house, and in anticipation of the move, contacted PODS to assist. The new house is on a narrow road in the mountains, and I had concerns about the possibility of using their service, so I called their customer service, explained the situation and gave careful descriptions of the property and access. I was assured it would not be a problem. So I arranged for the delivery of a POD, which we had delivered. We spoke to the driver about the new location then as well, and were assured that they delivered to our new neighborhood. The POD spent three weeks on our property, being loaded in anticipation of the move. We closed on the house on November 12, and the POD was due to deliver to the new location on the 18th. It made it to the house, and after a few attempts, the driver got it in the driveway, (see attached photos). But he said he could not unload it due to the slope of the side of the driveway. He said they would have to take it to their storage facility and I would need to rent a moving van to unload it. After disagreeing with that solution, it was returned to my old house, where I rented a moving van and completed the move myself. But I was charged full price for services that were never delivered. I contacted their customer service on the 18th and was told a service case would be opened. I contacted the agent that I booked with, and he responded that the driver said he offered an alternative location for placement and I refused. This is a barefaced lie. I called the driver directly after I received that email and he assured me that there was no way they could drop it on our property. So they made up a story to make it look like I refused service, which was absolutely not the case. They said they would not refund because they delivered and it was on our property for almost a month. I didn't need storage. I have ample storage. They did not deliver the service I contracted for, which was moving. No one has contacted me since.

  

  Business Response

  Date: 12/12/2024

  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. ********* 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: 12/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  According to their response, they have reached out to me and are working toward a resolution.  It is now nearly a month after the initial issue and call and I have received no communication from them at all.  I have gone through voicemails and my junk email file to ensure I didn't miss anything, and there has been nothing there.  As with my initial complaint, this is another example of them making up stories to deflect the problem.  

  I was told when I placed the call that an investigation would be done, and I would get notification from them.  As of yet, I have heard nothing. 

  Thank you for your assistance .

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

  

  Business Response

  Date: 12/20/2024

  I am writing to acknowledge receipt of your correspondence regarding PODS Enterprises, LLC customer, ***** *********. On 12/17/2024, a PODS representative contacted Ms. ********* via email to inform her that her claim had been denied.
  The request could not be fulfilled due to clearance issues at the new delivery location, resulting in the container being returned to the original address. In light of this, PODS Enterprises, LLC made the decision not to charge the usual fee for relocating the container.
  We can confirm that the issue was thoroughly reviewed, and the findings are accurate. Please be advised that the charges Ms. ********* incurred were for the initial delivery of the container, the first month's rental, and the final pick-up fee. No additional fees were applied.
  As services were rendered, PODS Enterprises, LLC is unable to provide a refund.
  If you have any further questions or require additional clarification, please do not hesitate to reach out.

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pods has proved to have unfair and deceptive business practices. This company has lied, defrauded, stole and ignored me as a customer. I have proof of the lies and being ignored through email receipts. I have asked for proof of me authorizing their actions and charges, but only receive excuses. Many contradictory statements have been while attempting to resolve this issue. One minute they say they only allow account holder to get info or make changes, but then they allow others to schedule and make changes to your account and charge thousands of dollars to the account holder. Then they lie and say they will not change card anymore if a form is filled out. After form was filled and received, they still charged the card without me authorizing any services or changes and would not respond to the email thread where it was stated that this would not occur. They change the rules when it benefits them, and never admits their wrong doing. PODS performed multiple actions without my authorization and refuses to show me proof of me authorizing multiple transactions that ended with charges deducted from my account. They will not respond to the email where they lied and will not accept any responsibility for their wrong doing. Each time I've made a point, they only come up with another contradictory statement. Shifting blame to the customer when your company has clearly violated their own policies is absolutely disgusting and very unprofessional. There is no way that anyone with logical thinking could look into this and not see that PODS is wrong both professionally and ethically. *Supporting documents show that communication was made and lies were told days before the latest theft of money on Dec.5th.

  

  Business Response

  Date: 12/17/2024

  I am in receipt of your correspondence concerning PODS customer ******* *********** and the associated concerns raised by ******* ********. On 12/17/24, contact was initiated with ******* *********** to discuss the issue and work towards a resolution.
  I have confirmed with ******* *********** that he is the account holder and that his belongings are stored in the containers. ******* also verified that ******* ******** is his realtor. Since ******* is the account holder and has provided the four-digit PIN, he is authorized to access the ********************** account to make changes and schedule moves.
  ******* requested transportation for his containers as follows:
  Re-delivery: 12/20/24
  Pick-up (empty): 01/03/24
  Regarding the financial matter, ******* explained that ******* initially assisted him in setting up the PODS account and added her card on file. He confirmed that this matter has been resolved directly with ******* ********, and he has updated the payment method to his personal card.
  
  
  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 experienced. PODS Enterprises, LLC takes pride in delivering quality customer service, and we regret that ******* ******** encountered anything less. We apologize for any instance where a customer is not completely satisfied with their PODS experience. When we are made aware of such feedback, we review the circumstances thoroughly and take appropriate measures to address the concerns.
  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22648680

  I am rejecting this response because:
  This business is attempting to cover up what actually happened. Everything mentioned in their response occured AFTER my complaint was made. I have proof that I was the sole account holder. My card was charged numerous times and unauthorized changes were made to MY CHECKING ACCOUNT, and no one else's. I have all the emails as proof. I have service agreements that I never signed that has me listed as the only account holder, but they still took actions that resulted in charges to MY CHECKING ACCOUNT. ********************** stated multiple times that I was the sole account holder and that's why they charged my card, instead of the card they were directed to, and authorized to charge. The reason they gave for  this is because I was the sole account holder. Now they want to change it because it suits their blame shifting. This company is attempting to cover up the fact that they went against their own rules and regulations regarding my account and made a big mess. They just won't accept responsibility with trying to shift the blame.  No matter how many valid points are made, they will make up something different that is in direct contradiction of a previous statement made by them. They won't respond to the email threads where they have been clearly caught in lies. Anyone that really looks into the facts of this case will see that PODS is, and was wrong.  Accepting responsibility and apologizing to the customer would be the professional thing to do without a whole statement about how the company wasn't wrong WHEN THEY WERE/ARE. Listing other clients names on public forums in a response to another client's complaint is also very unprofessional and furthermore proves my claims of the unprofessional nature of PODS. 

  * I have proof that can rebut all claims made by this business's response. 

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

  

  Business Response

  Date: 12/20/2024

  RE:      ******* ******** (CID 169174849)
              Complaint #: 22648680
  
  I am in receipt of your correspondence concerning PODS customer ******* *********** and the associated concerns raised by ******* ********. On 12/17/24, contact was initiated with ******* *********** to discuss the issue and work towards a resolution. I have confirmed with ******* *********** that he is the account holder and that his belongings are stored in the containers. ******* also verified that ******* ******** is his realtor. Since ******* is the account holder and has provided the four-digit PIN, he is authorized to access the ********************** account to make changes and schedule moves. ******* requested transportation for his containers as follows: re-delivery: 12/20/24 and pick-up (empty): 01/03/24. Regarding the financial matter, ******* explained that ******* initially assisted him in setting up the PODS account and added her card on file. He confirmed that this matter has been resolved directly with ******* ********, and he has updated the payment method to his personal card. 

  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 experienced. PODS Enterprises, LLC takes pride in delivering quality customer service, and we regret that ******* ******** encountered anything less. We apologize for any instance where a customer is not completely satisfied with their PODS experience. When we are made aware of such feedback,we review the circumstances thoroughly and take appropriate measures to address the concerns. Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:12/04/2024

  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'm being charged for insurance as indicated by the invoice attached for a container that is already insured until the 8th. Also, I attempted to get the container delivered prior to the 8th but I was told I cannot get the delivery until the 10th. which of course would still mean that they will get the insurance fee for two days of coverage since they do not prorate it. lastly, I will not be surprised that since you cannot delivery it prior to the 8th, you will attempt to charge me $300 for a month of storage even though you will only have possession of the container for two days since you are unable to deliver it. I will probably be back here to file that complaint. I was told by the service agent that I do have a ***** period as long as the empty container is picked up by the 11th. We will see.

  

  Business Response

  Date: 12/12/2024

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ****. On December 5, 2024, our PODS advocate reached out to Mr. **** to discuss the next steps in the claims process. We have offered the customer a settlement refund, and they have accepted. As of December 6th, 2024, the resolution reached, we have confirmed with Mr. ************** the issue was addressed to their satisfaction. Based on this, we ask that you close this complaint as resolved. Thank you.