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

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  PODS Moving & Storage

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

  
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  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:12/04/2024

  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.

  PODS has had my belongings in storage since January of 2024. I called them in early November to have my items transported from *********, ** to *************, **. When I called I was told that my items would be shipped on 11/13 and arrive on 11/16. Based on this information I made appointments to secure the keys to my apartment, schedule movers, as well as other pertinent appointments for moving. It was not until the following week that PODS confirmed that the delivery of my PODS would be delayed. I was incredibly frustrated by this because I had made plans based on the information I was given. At that time I was angry and asked to speak to a manager. The agent put me on hold and said they would talk to his manager. After waiting the agent returned to me and said that they would file a complaint on my behalf for compensation. The next day I received a call and said that my expedited delivery was approved. I told the agent that I did not request that and did not want the expedited delivery date. I had already made plans for a 11/19 delivery and an 11/18 delivery would again cause a change to my plans. I then got an email from the advocacy department and they told me that because I refused the expedited delivery PODS would not move forward with my complaint. I feel like the call regarding the expedited delivery was a set-up for PODS to not follow through on their commitment to do a thorough investigation of my complaint and to not be financially responsible.

  

  Business Response

  Date: 12/05/2024

  RE:      **** ***** (CID 165706261)
              Complaint #: 22636065
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,**** *****. A ********************** review confirms that Ms. ***** accepted the terms of her rental agreement on December 14th, 2023, which includes Section 27: Force Majeure. This section outlines that PODS is not responsible for any interruptions or delays in service. Additionally, it clarifies that PODS does not provide compensation for estimated times of arrival (ETAs) or delivery delays. We greatly appreciate Mr. ******* feedback and apologize for any inconvenience she may have experienced. Should Ms. ***** wish to further discuss her case she is welcome to contact PODS directly at *************,customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ***** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ***** feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

• Initial Complaint

  Date:12/02/2024

  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.

  I was completely mislead about the timeline of charges by the company. I was told one thing about the timeline of charges and then the company proceeded to charge my account earlier than the provided timeline, resulting in overdrawing my account.

  

  Business Response

  Date: 12/13/2024

  I am in receipt of your correspondence concerning PODS customer, **** *******.   On December 13th, 2024 contact to discuss the issue was initiated with **** ******* in order to address billing concerns and work toward a resolution.  We currently await **** ********* response.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that **** ******* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that **** ******* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

• Initial Complaint

  Date:12/01/2024

  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.

  8 ft Container delivered immediately I called PODs 8 ft container to small. Representative stated they could not bring another container until 9/24/24.The representative spoke to supervisor who then said I would be receiving a discount and that the TOTAL COST of my move would only be $2400. This falls under California law Business and Professions Code specifically [Division 7 Chapter 5 section 1700-17210] which includes any unfair or fraudulent business acts or practice unfair, deceptive, untrue or misleading practices. PODS lack of engagement and service failures despite their recorded calls and review of the cases has caused financial impacts that I continue to experienced due to their failure of service. They also mentioned TOTAL COST would only be $2400 with a discount. Inquired the balance they stated I owe $4,500. Cost of tow containers transport. The issues I have align with the service complaints that are all common to billing discrepancies and service failures.PODS monthly rent of $594 is and at this point the account is 7 days late and my account is in collections. I am sitting an empty room depressed and trying to get the mental clarity to go to work without feeling depressed. It will be Christmas in 23 days and I cannot believe that I still don't have my items. PODS is heartless. Called PODS several times to resolve the matter to no avail. Prepared to escalate to the California Attorney General, *** ***** and file a complaint with a complete review of my case. transparent break down of all charges incurred, service failures. Request Immediate correction of outstanding bill discrepancies and adjustments to offset all undue costs I have incurred thus far. Given the significant impact on my mental and emotional well-being, loss of time at work, and financial burden. I expect PODS to treat this matter the urgency it warrants. Failure to address these issues promptly will compel me to seek all legal and consumer protection of all loss of resources.

  

  Business Response

  Date: 12/09/2024

  I  am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, **** *********. Upon thorough review, it has been confirmed that the resolution provided to Ms. ********* aligns with the findings of the review process.
  
  To provide context, during the order booking call on September *******, Ms. ********* requested an 8-foot container for her move. On September 21, 2024, she contacted PODS to report that the 8-foot container was not sufficient for her belongings. A review of the call confirmed that ************ did not wish to exchange the container for a larger size but instead requested an additional container.
  
  Ms. ********* was informed of the associated costs for both containers, provided a discount as a courtesy for the inconvenience, and confirmed her understanding and approval of the information presented.
  
  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.
  

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22624784
  
  I am rejecting this response because: on 9/16 when I called PODS company I did NOT request container of any Size rather the customer representative  quoted me an 8 ft container. On 9/20 & 9/21 I called PODS and before container was used that the container was to small. They said they could send another container not explaining to me that I would then be charged for 2 containers. They are fraudulent in their tactics and deceptive in their practices. My complaint aligns with the complaints of others in that they are deceptive do NOT Care about **************** and the Discount provided is on the WEBSITE for everyone to use. There is no additional discount provided. Instead of them quoting me for a larger container they quoted me a small one. Not only that I NEVER requested a Large container. I told them the 8 ft container was to small. If I was going to be charged for 2 containers why in the world would I order a 16 ft container that is half empty. Instead they tried to force me to get movers to move stuff out of the 8 ft container and pay again movers to re-shift contents into a larger container all because they were deceptive in their ways and refuse to admit they were at fault for not explaining to the customer the full and total cost of two containers instead they only quoted one as the total cost. That is deceptive. I am now in a different state and PODS is asking me to pay movers to shift contents from one container to another when if they would have explained this I could have taken care of business while I was still in *****. I am now in ********** and to try and make those moves in nearly impossible. Now the account sits in collections I am not able to access my belongings and they laugh at the fact that I have to sit in an empty room with nothing and Christmas is here in a few days and Thanksgiving was also depressing without my belongings. This is very depressing. This company is fraudulent and deceptive refusing to admit they have make mistakes and should have quoted me only for a large container. Their customer service representatives just pass you from one to another because they do not want to deal with the truth and the issue at hand. GOD does not like his children being tortured. They are heartless company who does not care about the customer nor working with the Customer. This has been a torturous process to deal with this Company and they STILL have my belongings and I can access the items now because it is in collections!!! This Company is heartless they do not care about the customer or to try and admit they are at fault and to work with the customer. God will have his way with this company especially since the customer service representatives are deceptive when a customer calls and they add their own twist to their notes. I recently called and they told me what the customer put in the notes!! WHAT a LIE!! Again GOD will have his way. If they treat me and others GODS justice will be served. 
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 12/16/2024

  I am in receipt of your correspondence concerning PODS customer, **** *********. Upon thorough review, we confirmed that ************ booked her order with an 8 ft container on September 16, 2024 to be delivered to her home on September 20, 2024 and going over all pricing. Subsequently,when Ms. ********* received her container, she contacted PODS on September *******, stating the 8ft container was too small. The PODS representative went over the cost of the larger 16ft container along with asking if Ms. ********* wanted to swap the smaller container out for the larger. Ms. ********* informed the PODS representative that she had already filled the 8ft container and would be keeping the container. The PODS representative scheduled the delivery of the 16ft container on September 24, 2024 at Ms. ********* request.
  
  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. 

• Initial Complaint

  Date:11/30/2024

  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.

  I used PODs to move from ******* to **********. I bought insurance but they are not responding to my claim of damage they did during the move.

  

  Business Response

  Date: 12/10/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** ********. ********************** LLC. can only respond on how the coverage was presented, therefore any claim disputes or requests for updates would need to be addressed directly through ************  If Mr. ******** is disputing the validity of the denial, he would need to contact ************ directly, and go through the applicable dispute process. Please have this complaint/request removed from PODS Enterprises LLC. and forwarded to ************* *****************************************************. Please reference the complaint filed with the West Florida BBB complaint# ******** on behalf of Mr. *********  to ************
  
  
  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 I regret that Mr. ******** feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With the receipt of this correspondence PODS Enterprises, LLC considers this matter resolved/forwarded appropriately.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22620504
  
  I am rejecting this response because PODs did not represent that insurance is from another provider or share the details of the insurance while selling it to me over the phone. They represented that this is contents being covered from all damage by them. Pods is the reputed company basis which i purchased this insurance.  
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 12/20/2024

  RE:      ***** ********* (CID 167933919)
              Complaint #: 22620504
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***** *********. As previously communicated on December 10, 2024, Mr. ********* is advised to follow up directly with ******* regarding any disputes or inquiries related to the claims process. PODS Enterprises LLC is a moving and storage company, not an insurance provider. According to our records, ************ was sent an email from ****************************** on Wednesday,December 11, 2024, at 2:55 PM, his email address on file. Furthermore, upon signing up for PODS and accepting the insurance and rental agreement, ************ received an additional email from the insurance underwriters detailing the coverage provided. Should Mr. ********* wish to further discuss their PODS account 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.

• Initial Complaint

  Date:11/27/2024

  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 have attached a detailed timeline of numerous mistakes PODS made with my move. This does not even include damaged items.PODS has demonstrated negligence, breached its duty of care,failed to provide adequate customer service, and engaged in unfair practices, including false advertising and misrepresentation.Due to the extensive negligence demonstrated throughout this process, I am requesting a full refund.

  

  Business Response

  Date: 12/03/2024

  I am in receipt of your correspondence concerning PODS customer, ***** *****.  One of our ********************** customer resolution specialist is currently working with ***** ***** in the hopes of reaching an amicable resolution.   We appreciate ***** ****** patience as we work through this process. 
  
  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:11/27/2024

  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 October 1st, a driver arrived at my new residence to deliver my ***, as scheduled. I stopped the driver before he pulled in and explained that a portion of the driveway had just been repaired and he could not drive on it, that the *** would need to be deposited on the area beside the driveway. I came back outside to see the driver delivering the ***, in the area I SPECIFIED he NOT drive on. The driver apologized, admitted fault and took pictures of the damage, as did I. I called and the operator said I would be reimbursed for the damage. I submitted the pictures, a statement, and the quote for repairs. My claim was denied, on the ground they were not responsible for damage to my property. THE DRIVER TRESPASSED WHERE HE WAS TOLD NOT TO BE IN! My land lord is now demanding the property to be repaired. I am now filing a complaint with the attorney general as a result.

  

  Business Response

  Date: 11/27/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, Ms. ***** *******. Per our previous response on October 31st, 2024 via Case *******, a complete review of Ms. ********* account was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, a new case was opened and the issue was revisited and reviewed again however, PODS Enterprises, LLCs position remains unchanged. The customer signed a waiver accepting the responsibility for any damage on 10/1/2024. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure its accuracy.
  
  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. ************************ 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:11/27/2024

  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.

  My friend passed away in March of last year rented a **** I instructed them he had passed to come collect the **** Every month was to be 1000 paid to me for rental, they owe me 3k. I paid one payment for my friend while he was ill, with express understanding they were to only use my card once! They have been trying to charge me since his passing.

  

  Business Response

  Date: 12/06/2024

  I am in receipt of your correspondence concerning ***** *****. A call was attempted to the phone number on file for Mr. ****** however, there was no answer. We would appreciate it if Mr. ***** could provide an alternate contact number or email address to facilitate communication. The account is currently in collections status and under review. A member of PODS' accounting team will reach out directly to Mr. ***** to discuss the matter further.
  
  
  In the interim, Mr. ***** is encouraged to contact his PODS Advocacy representative with any questions or concerns. PODS is committed to working with Mr. ***** to address this issue promptly.

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22610832
  
  I am rejecting this response because: This account is not mine yet the pod sat on my property and the company need to pay the rental fee for my property they were advised they would incur .     Since this account is not in my name, why have they been fraudulently attempting to charge my card every month for a year?
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 12/20/2024

  RE:       ***** ***** (CID 3rd Party)
              Complaint #: 22610832
  
  We have received your correspondence regarding a complaint against PODS Enterprises, LLC, submitted by third party ***** *****. We sincerely apologize for Mr. ****** loss. Please note that PODS can only place a PODS container at the address provided at the time of booking and account setup. The rental fees Mr. ***** is seeking to recover are considered a civil matter and would need to be addressed by the deceased partys estate. Should Mr. ***** wish to discuss any charges related to his credit card, our PODS accounting team is available to assist. They can be reached directly at **************. **************** is available Monday through Saturday from 8:00 AM to 10:00 PM EST, and Sunday from 10:00 AM to 6:30 PM EST.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22610832
  
  I am rejecting this response because:  PODS LLC was notified of the passing, I am the executor and they were informed via phone of the rental for their pod.   I have 15 witnesses as my phone was on speaker.     The fact they owe me rent does not negate or excuse the fact that they have tried for almost a year to steal money from an account in my name.   If they dont cease and pay what they owe, I will put a lien on their holdings
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/26/2024

  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.

  Our experience with PODS Moving & Storage was a headache from day one (September 2024). We moved from out of state and thought it would be a great experience and less stressful to use PODS. Unfortunately, it caused us more stress and emotional distress than just hiring a moving company and paying more.1. Date of Issue: Nov 14, 2024 2. Total Amount Paid: $3,391.50 (includes $361.95 for monthly storage from 10/21 to 11/21/24)3. PODS committed to securely and safely storing our personal belongings at their *************************************************** location.4. Our dispute is two-fold:-A PODS staff person, due to negligence and assumption, ILLEGALLY CUT OUR LOCK WITHOUT OUR PERMISSION during our paid month of storage. On the 11/14 visit A staff member told us they added a new lock to our unit after cutting it and noticing we still had stuff in our pod. We made our visit request on 11/12 which is the same day they stated the replacement lock was added.-When the lock was replaced by the staff, the key was left connected to the lock irresponsibly for easy access by anyone. We don't know how long our POD sat without a secure lock since our last visit on 11/07, which is a total breach of our privacy. We have NO WAY of knowing if our stuff was compromised in any way because according to the manager, they don't have cameras!5. Were disappointed and frustrated by the rude, unprofessional customer service and negligence of ********************** to cut our lock and access our valuables without our permission! They didn't even try to make it right!6. On 11/14 We called PODS to report the issue. We were advised that someone would get back to us in 48 hours. We havent received a call yet and it's been 11 days.7. PODS has NOT resolved our problem nor honored our request for a refund.Were asking BBB to step in and help us resolve this issue of injustice. As a customer, you desire a business to do things legally; However, PODS was very negligent in their business practices.

  

  Business Response

  Date: 12/06/2024

  I am in receipt of your correspondence concerning PODS customer Chavos ******. On November 27, 2024, a PODS representative initiated contact with Ms. ****** to address her scheduling concerns and work toward a resolution. To ensure prompt assistance moving forward, PODS encourages Ms. ****** to reach out directly to her assigned Advocate for further support.
  PODS remains committed to providing resolution and assistance in addressing customer concerns.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Chavos Buycks may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Chavos Buycks 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: 12/09/2024

   
  Complaint: 22601855
  
  I am rejecting this response because we left a voice message with ****** on 11/26/2024 to contact us and discuss our issue. She hasn't returned our phone call yet. This is frustrating and unacceptable, and this how the poor customer service has been throughout our POD experience. 

  Please help and advise PODs to contact us as soon as possible. 

  BBB thank you for help us resolve this matter! 

  Sincerely,
  Chavos

  

  Business Response

  Date: 12/24/2024

  PODS sincerely apologizes for the inconvenience caused by the removal of the lock on the customers container. Based on information provided by the local facility, we understand the following:
  The customer had scheduled access to the container over several days and was gradually unloading its contents. After a few days of access, there was a period when the customer did not return to the facility. During this time, facility staff observed that the container appeared to be empty. Attempts were made to contact the customer to confirm whether the container had been fully emptied, but no response was received.
  After additional days without communication, the decision was made to remove the lock to verify the container's status. Upon inspection, a few items were discovered inside, and the container was promptly re-secured with a new lock and an orange tag.
  We acknowledge that our customer service response time fell short of the customers expectations. We deeply regret the delay in our follow-up after the initial call on November 14. Our goal is to provide timely and effective communication, and we understand the importance of keeping customers informed throughout the process. We are actively working to improve our response times and ensure that such delays are not repeated.
  PODS acknowledges the distress this situation caused the customer and has since addressed the issue internally, including providing additional coaching to the local team and escalating the matter to prevent similar incidents in the future.
  As a gesture of goodwill for the inconvenience, PODS has extended a settlement offer and is currently awaiting the customers response. Additionally, ********************** reminds the customer that the containers contents are covered up to $20,000. Should any items be found missing, PODS is ready to assist with filing a claim.
  We deeply regret the frustration caused and remain committed to working toward a resolution that satisfies the customer. ********************** values the opportunity to address this matter and restore confidence in our service.

  Customer Answer

  Date: 01/03/2025

  Complaint: 22601855
  
  Dear BBB,
  
  We rejected PODS  'gesture of goodwill for the "inconvenience" of $110 via email from ****** AM9999622 on December 24th (see a screenshot of email). We havent received a phone call from her or anyone from PODS at all, which is unprofessional. It's more than an inconvenience, this statement undermines the brevity of their negligence. This was wrong and unjust more than just an inconvenience. This statement is making light of our frustrating and horrible customer experience! 
  
  We had hoped that we would come to a satisfactory agreement but we received an email (see screenshot of email) from ****** today stating Your claim has been brought to our round table and the offer amount of $110 remains unchanged.
  
  Were unsatisfied with their offer of $110. Offering $110 is not acceptable for the emotional distress and jeopardy of our personal belongings. Were requesting a full refund of what we paid at this location (which was over $110) to secure our PODS Container for a month. This is an insult and offensive and undermining to our horrible situation with PODS illegal company practices. We have filed a police report about the incident because this is a serious matter to us! 
  
  We have filed a separate claim for our damaged stuff. This BBB claim with PODS is about their illegal practices and the mishandling of our container. 
  
  Heres the PODS scheduling process: 

  
  In order to schedule a visit to our *** we are required to give 24 hours notice before noon or else it becomes 48hrs notice needed. We scheduled multiple days in succession because we were new to towns and getting settled in and did not have a set schedule yet. We needed flexibility to get there because we didn't know how our days would look and our *** is over 30min away. So my husband scheduled multiple days at a time to ensure we would had access to our *** with such an unpredictable schedule.
  
  
  (PLEASE NOTE: THIS IS NOT A SCHEDULING DISPUTE as PODS is trying to spin it. This is a violation of our privacy and a discrimination issue and poor illegal business practices)
  WE REJECT the statement Attempts were made to contact the customer to confirm whether the container had been fully emptied, but no response was received. As we stated before we have NO phone record or email notice from PODS nor Ms. ******* notifying us to confirm if our *** was empty or not. PODS has yet to provide the number they called and how many times they called, which is irrelevant to this case. Unproven and made up statements like this are an example of the poor experience we have had.
  
  This statement about attempts were made to contact the customer is to undermine ********************** negligent and discriminatory practices because we PAID for a FULL MONTH for our *** to be secure. There was NO need to cut our lock or enter our *** regardless of whether it "seemed" empty or full. Why did PODS need to call us at all when we PAID for a month? There was no need to call us to determine if our container was still in use because it was paid for. 
  
  Again, we paid for a FULL month for PODSS to secure our belongings from October 21st to November 21st, and regardless if our *** setting for days, we PAID for a full month. PODS had no legal right nor our permission to violate our privacy and enter our container.
  
  We REJECT the statement After additional days without communication, the decision was made to remove the lock to verify the container's status. This statement is irrelevant when were paying customers, and ********************** knew that we paid for monthly storage with them. Their job was to secure our *** container, which they didnt at all! PODS allows their employees to practice illegal practices and cut a lock that didnt belong to them. PODS allows their employees to enter any *** they want on the pretense that the *** felt like it was empty. PODS allows their employees PODs to replace the customers secure lock with an unsecured lock with a new key left in it for anyone (including employees) to access. When asked about their policy for cutting a lock, PODS employees said, Theres not one. This is irresponsible on PODS. 
  
  We believe this behavior was mischievous and retaliatory as we have had a couple of negative encounters with one of the PODS employee (*****) who assumed that our *** was empty which led to our lock being cut and our container accessed per the locations manager, Ms. ******************** response from *** is unacceptable and were requesting a full refund for what we paid for to have our storage to be protected and safe. PODS has broken our trust and breached our privacy.  As PODS states in their response, "We deeply regret the frustration caused and remain committed to working toward a resolution that satisfies the customer. We hope ********************** will reconsider their offer of $110 because its not what we paid. Their offer doesn't take into consideration with empathy the emotional distress weve endured from their illegal business practices and the mishandling of our privacy and container. 
  
  If we cant come to a satisfactory resolution of one with empathy and understanding, then were open to meditation. If PODS doesnt accept or provide a satisfactory resolution, then we will have to take our case to the civil court to request a full refund because this is injustice! 
  
  BBB were asking you to NOT allow this company to continue in their illegal and unfair business practices and get away with treating customers in this matter. 
  

  Thank you for helping us resolve this in a satisfactory manner and ensure justice! 
    
  Sincerely,
  
  Chavos ******

  Please Note: We have audio recordings from our conversations with PODS employees as well. Please let us know if you would like to hear them and we can send them in a separate email to access them (I dont see how to attach them to this response). 
  

  

  Business Response

  Date: 01/10/2025

  PODS sincerely apologizes for the inconvenience and frustration caused by the incident involving the removal of the lock on Mr. ******* container. The company would like to re-address the concerns raised and provide additional clarification regarding the circumstances and actions taken.
  Overview of Events:
  Based on information from the local facility, the customer scheduled multiple days of access to the container and gradually unloaded its contents.
  After several days without activity at the container and no response to attempted communications, facility staff removed the lock to verify its status. Upon finding a few items inside, the container was promptly re-secured with a new lock and an orange tag.
  PODS acknowledges the inconvenience and delays in customer service responses, which fell short of expectations.
  PODS takes allegations of discrimination and illegal practices very seriously. PODS assures Mr. ****** and all customers that no discriminatory practices were involved in this incident. The companys actions were based solely on operational concerns and standard procedures. Additionally, the local facility staff has undergone coaching to reinforce appropriate processes and ensure the security of customer belongings.
  
  ********************** understands that customers expect their containers to be secure for the duration of their rental period. While the decision to inspect the container was made to confirm its status due to a lack of communication, PODS acknowledges that this action caused distress. The company has since reviewed internal policies and escalated this matter to ensure no recurrence.
  
  As a gesture of goodwill, PODS extended an offer equivalent to half of one month's rental fee, which reflects $110. This offer was intended to acknowledge the inconvenience caused by the situation. PODS regrets that Mr. ****** feels the goodwill offer does not adequately reflect his experience. While the company understands the emotional impact described, the settlement offer remains consistent with PODS standard practices for addressing such concerns. Additionally, PODS encourages Mr. ****** to proceed with the separate claim process for any damaged or missing items, as the contents are covered up to $20,000.
  
  PODS appreciates Mr. ****** feedback, as it helps identify areas for improvement. The company remains focused on providing secure storage solutions and delivering a better customer experience ********************** forward.

• Initial Complaint

  Date:11/24/2024

  Type:Sales and Advertising 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 rented a PODS storage container because I planned on moving. I did not use it, called them and told them I would no longer be using the container because I was not moving. They picked up the empty container which was not even locked and took it to storage. Then took storage fees of a little over $700 out of my bank account. (I had a stroke, my husband at the time left and I was struggling to feed my kids. Therefore when they took that money, a few transactions were overdrawn and I had nothing). I keep trying to communicate with them, even sent bank statements they requested. They have stopped responding. I just want that money back they took.

  

  Business Response

  Date: 12/03/2024

  I am in receipt of your correspondence concerning PODS customer, ***** ******. Due to unforeseen circumstances, Ms. ****** was charged a fee in error. I would like to assure you that we have promptly addressed this issue with Ms. ******* and as of November 27, 2024, she has been refunded. The refunded amount should be reflected in her account within the standard 3-5 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: 12/03/2024

   
  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. (I want to note - I do not have the strength to fight a large company, they are sending half which is better than none)
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/24/2024

  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.

  Pod not delivered as promised on time with no explanation or call back from a supervisor as requested. Changed delivery date with no explanation 9 days later leaving my family with an empty house causing undue hardship and financial hardship having to stay in a hotel for 9 extra days with no compensation

  

  Business Response

  Date: 12/05/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******** *****. On December 5, 2024, a PODS associate attempted to contact Mr. ***** to discuss the case further. A voicemail was left, and a follow-up email was sent to provide all relevant information and ensure Mr. ***** has the necessary details.
  
  
  PODS encourages Mr. ***** to contact us directly at his earliest convenience to discuss the situation and work toward a resolution. Customer satisfaction remains a top priority, and PODS is committed to assisting in any way possible.
  
  
  Thank you for bringing this matter to our attention, and we look forward to resolving it promptly.
  
  

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22598420
  
  I am rejecting this response because:

  Thank you for contacting me. I would like reimbursement as follows: For the extra three nights that I had to stay in a hotel due to my Pod being cancelled by Pods that was to arrive at my fiances home in ******* on November 23, 2024 as originally scheduled which was a total of $402.00. I would also like to be reimbursed for the UHaul that I had to rent to remove my contents from the Pod when Pods cancelled the delivery that was scheduled for December 2, 2024 which was $86.51.  I also had to buy a hitch for the UHaul which was $53.35. I also would like to be reimbursed for fuel for the four trips made to Pods in ***** to remove contents of my Pod which totaled $94.60. The grand total I would like to be reimbursed is $636.46. If you require receipts/proof for the above, I will attempt to send them to you.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 12/12/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***** ********. On 12/12/24, a ********************** representative and Customer reached an amicable agreement involving Customer Satisfaction credit as a resolution to their claim. As of 12/12/24 we have confirmed with **** ******** that the issue was addressed to their satisfaction. Based on this, we ask that you close this complaint as resolved. Thank you.