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

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

• 

  PODS Moving & Storage

  6718 W. Plank Rd. Peoria, IL 61604

• 

  PODS Moving & Storage

  11891 Amedicus Ln, Unit B Fort Myers, FL 33907

  

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

• Initial Complaint

  Date:11/23/2024

  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.

  We used Pods for a move, got a quote that we understood. There were going to be 4 charges for the TWO pods we reserved. We got those delivered. After they took them to transfer them, we got the first charge as given for the large Pod. During the time frame an unknown charge came thru. I called and spent about an hour on the phone with them with them giving me no answer to what it was for. Finally they said it was for a lock. I Never ordered a lock and if I had I never received a lock. We had our own from the beginning. So this took way too long for them to admit to that and claimed they would reverse the charge. The charge was Finally reversed. However after that another unknown amount not included in the original quote came thru. It was a different amount than the lock one. I still have not received an explanation of what it was. Then Another charge came thru and it was a charge for another large Pod. This was incorrect as we had one large and one small. So it should not have been a duplicate charge for a large. I called & they act like they have no clue what I am talking about & continuously put me on hold for a long time just to come back with no answers. I have called several times about this. One representative was rude & argumentive with me. They will not consider what we explain. So I looked harder into the total ************ charges that were different than they said would show as charges. When I totaled up, the difference between the total charge originally given in 4 charges, was the same amount of what they charged for the lock before. Due to that they argue that they already refunded that. Yes you refunded the Individual charge (pending credit) of the lock & then snuck it back in to the charge for the small Pod. I have called numerous times, & they finally claimed they would give it to a billing manager. She was terrible and would not even consider what I explained. She was rude & cut me off saying no refund we already gave you a refund. Not correct.

  

  Business Response

  Date: 11/27/2024

  I am in receipt of your correspondence regarding PODS Enterprises, LLC customer, Ms. ****** *****. On November 27, 2024, a PODS representative reached out to Ms. ***** to address her concerns. Following a thorough review, no errors were identified. However, an amicable resolution involving a Customer Satisfaction credit was proposed and agreed upon as a resolution to her claim.

  
   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.
  

  
  

• Initial Complaint

  Date:11/21/2024

  Type:Delivery 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.

  Timeline of Events Regarding PODS Delivery and Move-Out Issues Move-Out Date: October 13, 2023 Movers Scheduled: October 13 at 5:00 PM Request: Two PODS (16-foot and 12-foot) to be delivered on the street due to the driveway being on an incline, rendering it unsafe to load furniture and boxes.October 10, 2023 Received a call from the PODS delivery driver. Despite prior instructions, PODS from ************** were delivered to the driveway instead of the street.Called and spoke with the driver. POD 1 was repositioned to the street as originally requested.Made another call to schedule repositioning of POD 2 to the street for October 12, with a time window of 9:00 AM12:00 PM.October 12, 2023 By noon, no updates were received from PODS. Called again, but Powder Springs did not respond to calls or emails from corporate.Due to the lack of response, arranged for a U-Haul rental for the move scheduled on October 13.October 13, 2023 PODS ************** was closed. The repositioning of POD 2 was rescheduled for October 14, which was after the designated move-out date.Picked up the U-Haul. Movers loaded all belongings into POD 1 (on the street) and the U-Haul.October 14, 2023 Received a call from the PODS delivery driver confirming that POD 2 was finally repositioned to the street.October 15, 2023 Movers transferred belongings from the U-Haul into POD 2.Dispute Filed with PODS:A formal dispute was submitted to request reimbursement for the following costs, which were incurred due to PODS' failure to meet delivery and positioning requirements:U-Haul rental costs.Additional movers' fees for the second move (transferring items from the U-Haul to POD 2).The negligence of PODS in failing to adhere to delivery instructions caused significant logistical issues and financial burdens.

  

  Business Response

  Date: 11/25/2024

  I am in receipt of your correspondence concerning PODS customer Ms. ****** *******.  On November 22, 2024, contact to discuss the issue was initiated with Ms. ******* in order to address her 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 Ms. Mathess  may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Ms. Mathess 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: 12/10/2024

   
  Better Business Bureau:
  
  I received a resolution from PODS this morning. They reimbursed me for both Uhaul and movers.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/20/2024

  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.

  I had my pod scheduled to be picked up the 20th of Nov. my pick up window was from 3:41 to 6:21. The driver called at 3:00 and told me she was on the way. I explained to her that I was not ready. I had to strap it down and then my pick up window was at 3:41. She said she had to call corporate to find out what was going on because I was the last top of her day. She never called me back. She arrived at 3:15. I was ratchet strapping the rest of my belongings in the truck and the lady drove away. I called her several times and sent her a text with no response. Ive called cooperate customer service number 7 times. I keep getting disconnected. They left me a message saying the first pick up date to reschedule is Dec. 4th. My belongings are paid for transit to be in ******* by Nov. 27th. I have to be off the premises of my home by Nov 27th. Ive explained this extensively & cannot get any accommodation or correction of their error. The woman left without saying a word to me. She didnt answer her phone nor respond to a text message. I cannot get In touch with anyone locally. I want this corrected & made right or I want a refund & this container out of my driveway.

  

  Business Response

  Date: 11/22/2024

  I am in receipt of your correspondence concerning PODS customer, **** *****.   On November 21st & November 22nd ,  2024, contact to discuss the issue was initiated with **** ***** in order to address scheduling 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.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22584217
  
  I am rejecting this response because:their business is not reputable by the way I was treated. Yes, ******** who handles these types of complaints did get in touch with me & we discussed what happened with my pick up. They did call back the night of the original pick up day 11/20 very rudely asked if the pod was ready to go. I said yes! It was ready at 3:41 when my pick up window began but the lady left so she said that they would be here the following day pick up window was like 2:00-5 or something like that. No show! No call! Nothing th en they called early this morning like around 7:30 that they were outside. Then the driver called to ask my name said bc she was just sent to this address needed to know iso they could place a tag with the container. Well thats reassuring isnt it coming from those who have everything I own for a fresh start in *******! They arent going to be able to have my belongings in ******* until the 3rd or 4th of December which is not what was agreed upon & if theyd done as planned it wouldve been there on the 27th. My father has cancer & most of the hat he needs medically is in that POD! That matters none to them. Theres nothing they can do to expedite my situation even though Im supposedly place on an expedited list & at this point from the sounds of what ******** said today there is. I such list!! Anyways then I get a call from the *** lady that left on the 20th this afternoon say they told me to call you to see if you was going to need another POD! I simply said No! No I do not. Smh really ***** too bc of the convenience or what I thought it was going to be for me relieving some of this stress by doing this move alone I was planning on another pod! Yall storing it for me & 2 more once my house is bought & im ready for my other belongings!! Really made my situation 1000 times more stressful & now I get to sit in ******* with nothing no clothes no food no furniture beds medical supplies etc etc for a week before my things arrive!! They think 10% off even comes close to making up for this mess of a move theyve made for me?!? I mean Im grateful for it but **** I wouldve paid double not to have to have gone thru this & that is the Gods honest truth! Maybe its just the ******* location cause everything here is **** bad usually idk but either way I wont be using them ever again nor will I recommend them to anyone especially anyone that needs sympathy or empathy or just a little understanding even with real results because nothing has been corrected or accomodated in my opinion!!! Bad experience & no Im not happy nor do I feel like theyve made a difference with their communication as of yet. Thank you 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 12/02/2024

  We thank **** ***** for the most recent feedback received.  We regret that the offer was not in line with **** ***** expectations however, the offer was fair and reasonable based on the review of the claim.   We appreciate the opportunity to have been able to review **** ***** claim, however, PODS Enterprises, LLC position remains the same in this case that no further credit refund would be able to be granted

• Initial Complaint

  Date:11/20/2024

  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 requested three quotes for ************** on November 11, 2024. The first quote was for a 12-ft container to be returned to the starting location. The second quote was for an 8-ft container to be returned to the starting location. The third quote was for a 12-ft container to be returned to a different location. I accepted the third quote. The website said a confirmation would be sent to my email address. The confirmation was never sent. The company then delivered a 16-ft container, which I understand is $399/month whereas the 12-ft container is $329/month. I loaded the container that was delivered, and then I contacted the company on November 19, 2024 to see why I received the wrong size.The company confirmed that I was being charged the higher price and informed me that there was nothing they could do about the issue, because the confirmation stated it was 16-ft. I advised that I never received a confirmation, and they said no documents are ever sent to the customer. Instead, the customer must go to the website to obtain copies of the documents. While on the phone, I went to the website and saw a number of documents on the "Documents" tab that I had not received, including an extensive Rental Agreement. I explained to the customer service representative that I had never received the Rental Agreement and never agreed to those terms. He informed me that I did agree to them, because they had been put in the "Documents" folder. The document does not have my signature. The company is now trying to bind me to the higher price based on the confirmation documents that were never sent. I stated I wanted the 12-ft price to be applied (and was willing to swap the items into a 12-ft container as requested), and they said nothing could be done. They said that the information was displayed on the website prior to "booking" the order and, thus, they cannot do anything to fix it even though I advised that the information does not match the quotes.

  

  Business Response

  Date: 11/25/2024

  I  am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, ******* ******. Ms. ****** created and booked the order online, all information was provided to Ms. ****** at the time of booking and was available to her within her PODS website.
  
  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. Unfortunately, we are unable to revise our position on this specific issue.
  
  As Ms. ***** was given the information of her complaint we consider this matter to be resolved.
  
  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22580707
  
  I am rejecting this response because:

   The matter has not been resolved.  In fact, in the communication to the BBB, the business addresses another consumer all together, so it is unclear how the business's response could be seen as pertaining to this complaint. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/16/2024

  I  am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, ******* ******. Upon thorough review, we confirmed that Ms. ****** booked her order on November 11, 2024, where she was privy to all pricing and chose the container size. Ms. ****** was also sent an order document with a breakdown of the order she placed online. The container chosen by Ms. ****** was delivered to her on her requested date.
  
  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: 12/26/2024

   
  Complaint: 22580707
  
  I am rejecting this response because:

  The response falsely states that the company sent me "an order document with a breakdown of the order" placed online.  I never received any such document.  PODS has taken the position that I am bound by documents placed on its system (including a contract that does not contain my signature), but at no point did PODS advise me in writing that the order was being placed for a 16 foot container.  The fact remains that, even though I clicked on buttons asking for quotes for an 8 foot and 12 foot container, PODS continues to charge me for a 16 foot container.  I offered the company two different avenues to fix this error:  (1) make the 12 foot container I booked available so I could move the personal property from the 16 foot container to the 12 foot container; or (2) charge me based on the 12 foot container price.  PODS declined both of these solutions.  From a consumer protection prospective, my primary concerns are that they are sending quotes for bigger containers when a customer clicks on a smaller container and that they are hiding documents on their platform but acting like they are legally binding on the consumer.  The company did not respond to either of those issues.

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

• Initial Complaint

  Date:11/17/2024

  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 have rented a pods container. and i have set up the return date for them to pick it up. the missed several days to pick it up. after many phone calls daily since and rescheduling still no calls or pick up. now on the account on their website no pickup or any info is available. i will continue to call but i feel they really dont care and will not pick it up. additionally i had to cancel my credit card dueto them just going to charge it as if im holding the pod hostage. many calls to their call center and website now tells me nothing. i just want them to actually pick it up. thats all.

  

  Business Response

  Date: 11/27/2024

   I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******** ******.  A ********************** associate made contact with Mr. ****** on 11/27/24, to allow him to express his concerns. The associate informed the reason for the pick-up delay was due to driver leaving early due to unforeseen circumstances. The associate apologized for the delay and inconvenience &  explained that a review of the issue that gave rise to this complaint is currently underway. PODS will be in further communications once the review is complete. 
  
  

• Initial Complaint

  Date:11/15/2024

  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 had my belongings stored with Pods for six(6) years, paying them almost $247.00 per month for storage fee and insurance. When I got my things back from Pods, my furniture and clothing had been damaged by rat feces, urine and water damage. I filed a claim and the claims adjuster, Mr. *** ********, ************ of RISK strategies denied the claim saying that they do not cover vermin(rats, squirrels, snakes, etc.) damaging property. He suggested I contact Pods and ask for half my payments back. I contacted Pods and spoke with a manager, explaining that my things were damaged by vermin and I, having severe allergies could not stay in my apartment because of the odor. I had to get the stuff removed costing me more money. I was told nothing could be done, both times I spoke to a manager. He, Mr. ****** said, he would try to reopen the claim and urged me to contact RISK again. I didn't pack these vermin with my stuff and I bought insurance to cover unforeseen issues, yet I am being told that I have to bear the total lost. I believe I should be granted some type of compensation. I was confident that the pod would protect my goods. Please help me to get just compensation. Thank you! Sincerely, F**** ****.

  

  Business Response

  Date: 11/18/2024

  RE:      F**** **** (CID 130329051)
              Complaint #: 22561731 
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS customer, F**** ****. A complete account review confirms that the concerns were addressed and reviewed with our local PODS team. Ms. **** is claiming damage to personal property stored in a container at our facility, allegedly caused by rodents.Our storage centers undergo monthly pest control maintenance as a preventive measure. After a thorough investigation with our service personnel, we found no evidence of physical damage to the unit or any external cause for the reported loss. Ms. **** is claiming damage to personal property stored in a container at our facility, allegedly caused by rodents. Our storage centers undergo monthly pest control maintenance as a preventive measure. After a thorough investigation with our service personnel, we found no evidence of physical damage to the unit or any external cause for the reported loss. We are asking Ms. ***** to consider the terms of your rental agreement entered into with PODS. The terms of our arrangement provides generally that she assumes all risk of loss or damage to the contents stored however caused. This would include loss or damage from rodents. Also, our arrangement requires that she protects against the risk of loss to the contents by insuring the contents stored. Ms.***** you review the rental agreement by accessing her PODS online account. Ms.***** is welcome to reach PODS directly at ************** customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. **** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. **** feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises,LLC considers this matter resolved.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22561731
  
  I am rejecting this response because: When I put my belongings in the cubicle, all was clean. The most I expected when I received my belongings back was dust not a white substance that could be mold, nor a dark substance that looked like rat droppings.  If the company has to take preventive measures Every Month indicates to me that they have some type of issue.  My pod was locked so how did the white substance get in the container?  If one looks at the pictures, one can see this stuff on the floor and walls of the container. Although no damage was done to their container it does not mean no damage was caused to the stuff inside.  When I  received my things, this white substance was all over everything!  I had to sweep the stuff off. Was this some kind of foam sprayed in to protect? If so, how did it get in? Whatever it was, it smelled, stuck to my furniture and caused discoloration and odor. I am appalled!  This is a large company and I thought a reputable one as well, but they say that their rental policy makes them non liable for anything that happens to your things except for vandalism and theft. I even paid insurance so I wouldn't have to worry about a total lost if something happened. I had listed  a little over $5,000 in damages; I asked for $2925, expecting the claims adjuster to lower it more. It was suggested (by a prominent person) that I should ask for half of my rental fees back.  If one looks at the pictures, one can see the substances and clues of some kind of infestation.  I sincerely feel I deserve some type of monetary compensation.  I didn't even include clothing because of age.  I know my furniture had minor scratches,  but it did not have the splotches and discoloration seen in the photos. I should not have to bear a total lost and pay over $17,000 for the privilege to do so.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 11/25/2024

  RE:      F**** **** (CID 130329051)
              Complaint #: 22561731
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***** ****. Per our previous response on November 18th, 2024 and complete review of Ms. ***** account, ********************** position remains ************ PODS, we take pest control seriously. Our facilities undergo regular monthly pest control maintenance to proactively prevent any rodent or pest-related issues. It's important to note that we do not have access to a customers belongingsonly Ms. ***** has the keys to the unit. Ms. ***** is arising a new issue, reporting in her comment that she has found scratches on the stored items. After investigating, we found no physical damage to the unit itself or any external cause for the damage. Our conclusion is that the scratches were likely caused by normal shifting during storage or by improper packing of the items. Wed like to remind our customers that, as per the terms of the rental agreement, they assume all risk for damage or loss to their belongings, whether it's due to shifting, improper packing, or even pests. We encourage our customers to review their rental agreements by accessing their PODS online account for full details. At PODS, we are committed to ensuring items are stored safely, and strive to provide the best service possible. PODS is not able to meet Ms. ***** expectations of any refund, per the confirmed agreement. Ms. **** 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.

• Initial Complaint

  Date:11/14/2024

  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.

  On July 6, 2024 I ordered a PODS container to move my son from ************ ,**, to ********, **. On July 10 PODS delivered and picked up the storage container in ************. On July 19 the container was delivered to ***********. On July 20 PODS picked up the container. My son followed the directions given to him by the employee. Since that date I have been charged $368.95 every month for the storage of the container. I did not request storage of an empty container, PODS says there is a lock on my container and that is why they are storing it for me. I did not lock a container. My son did not lock the container. We dont even own that kind of a lock, PODS says they cannot remove the lock. Only the person who put it on the container can do that. I can pay but I cannot remove the lock because I did not put it on. PODS admits they do not have a request from me to store anything. However, the fact that someone placed a lock on it makes me liable. The best suggestion I was given was that a family member is in fact storing things but they have not told me, When I complained to **************** PODS sent them a picture of the container with my lock on it.I am notifying **************** to no longer pay these bogus bills as they are fraudulent. However, I am out $1400 despite hours of phone calls where. I am put on hold for indefinite periods of time until finally someone says that a contract is not necessary because someone out on lock on their unit.Can you help me with this?

  

  Business Response

  Date: 11/19/2024

  I am in receipt of your correspondence concerning PODS customer Ms. ******* *******.  On  November 19th, 2024, contact to discuss the issue was initiated with Ms. ******* in order to address her concerns and work on a resolution. We are awaiting on Ms. ********* response to further look into her concerns.  
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. **************** 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.

• Initial Complaint

  Date:11/12/2024

  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.

  On October 21th, I ordered a *** for the purpose of moving to a new house. Unfortunately, due to unforeseen circumstances on the buyer's end, the closing date had to be pushed back a week from October 28th to November 5th. I immediately contacted PODS to inform them of this change and they stated that the earliest they could pick up and deliver the *** was November **********, I received a call from PODS informing me that they would not be able to pick up the *** from my old property, which I no longer own, until November 15th. PODS stated that they were overbooked and had to bump the pickup to a later date. I spoke with a supervisor, but they were unable to provide a satisfactory solution.Due to PODS' scheduling conflicts, I was unable to use the *** for its intended purpose and had to resort to renting a U-Haul truck and moving the contents of the *** myself. I have repeatedly requested a refund, but PODS has denied my ********** a result, the current buyer of my house is now left with a 16-foot *** container in their driveway.I would greatly appreciate your assistance in resolving this matter and obtaining a refund for the *** rental.

  

  Business Response

  Date: 11/19/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ******. On November 19th, a PODS representative and Mr. ****** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.  The refund will be completed, satisfactorily resolving the issue.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ****** may have endured.  PODS Enterprises, LLC prides itself on its quality customer service and we regret that Mr. *********************** 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:11/12/2024

  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.

  If I could give zero stars, I would. This past year has been nothing short of a nightmare dealing with this company. What should have been a straightforward processreceiving my pod and belongingsturned into an exhausting, never-ending ordeal. Every interaction with their team has felt like an exercise in futility. Their employees are shockingly undertrained and seem to be in competition for who can offer the least helpful or accurate information. It only gets worse when you try to escalate matters. The supervisorsif you can even reach oneare somehow even less knowledgeable and unwilling to resolve issues. My calls have been dropped, requests ignored, and timelines repeatedly pushed back with no valid explanation. Ive been given the runaround for a full year, with zero accountability on their end and a glaring lack of professionalism at every turn. And just to add insult to injury I get to pay them ****** a month and spend a minimum of 2 hours a month having the same conversation. If you value your time, sanity, and belongings, avoid this company like the plague.

  

  Business Response

  Date: 11/14/2024

  I am in receipt of your correspondence concerning PODS customer, ****** ******.   On November 14th, 2024 our PODS advocate spoke with ****** ****** regarding the necessary documents to complete the move.   Later that same day, our PODS advocate provided an update to ****** ****** with additional information to help ensure a successful submission/acceptance of the forms.   We appreciate ****** ****** bringing this matter to our attention so it could be addressed as expeditiously as possible. 
   
  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:11/12/2024

  Type:Delivery 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 ordered a PODS container to be delivered to my home. I have a large concrete driveway with plenty of space. During the booking process, I noted on the form they provide that the container should be placed on the right side of the driveway. The delivery is contactless, and I wasn't present for it. The delivery crew placed the container on the right side of the driveway as requested, but they placed it with the door opening to a narrow area of muddy grass, instead of the long, clear driveway. This illogical placement would require myself and movers to load/unload the container by walking through mud/grass in a small space in front of the house, instead of the actual driveway, which is huge. I contacted their customer service within 30 minutes of delivery, and was told they could come out the next day to turn the container around, for a fee of $119 (more than the original delivery charge). I told them I didn't think I should pay for their delivery crew's error. The *** said he couldn't do anything except note this in the system. I was charged the fee within a short time of the call, and then later received an email saying they wouldn't be refunding the change fee. PODS even has a video on their website saying the area in front of the container door should be large and clear, and they show it in a driveway just like mine, with the door facing the street and heaps of space in front of it. My delivery was placed the exact opposite, and it defies all logic why anyone would think that's a suitable placement--it's an accessibility issue. Considering how many containers this company must deliver, to know that their crew can place a container so it isn't accessible, and then charge the customer a second time just to to be able access their container, is a scam. Not being able to talk to anyone who can resolve the problem (their *** could only "note it in the system") is also highly problematic and indicative of their intent to not deal with customers, just take our money.

  

  Business Response

  Date: 11/23/2024

  I am in receipt of your correspondence concerning PODS customer, ** ********. ********************** thoroughly reviewed Ms. ********** concerns and found no error in the account. However, as a goodwill gesture, a credit was issued to address her concerns. As of November 13, 2024, all matters have been resolved to Ms. ********** satisfaction.
  The refunded amount has been processed and should be received via mail within the standard timeframe of 7-14 business days. PODS apologizes for any inconvenience caused and appreciates Ms. ********* understanding. Should further inquiries arise or additional information be required, PODS remains available to assist.

  Customer Answer

  Date: 11/25/2024

   
  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.
  
  Sincerely,
  
  ****** ********