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

  4816 Pods Way Chesapeake, VA 23320

• 

  PODS

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

  6791 28th Street Cir E Sarasota, FL 34243-4143

  

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:11/11/2024

  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.

  I requested services for a moving from one state to another. ******* to *******. Everything was ok until recently that Im trying to schedule the delivery to final destination. They delivered and picked up pods from initial location and stored them for three months. I have paid the monthly rent and Im trying to schedule the delivery how ever every time I call they put me on long waits and tell me there is a problem with my account they needed to elevate to another department and no one is providing an understandable reason why they can not process my order and or schedule my delivery. This has taken more than a week and they continue delaying my delivery date and now wanting to charge for extra month of rent. At this point Im wondering if they have my furniture or it was lost or damaged at some pint that they cannot provide an answer on why they are not able to deliver. Final destination zip code was provided since the beginning and they confirmed being able to complete the move.

  

  Business Response

  Date: 11/18/2024

  RE:       ***** ******* (CID 167555158)
              Complaint #: 22542907 
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS customer, ***** *******. A complete account review confirms that the concerns were addressed and resolved with our **************** Team on November 14th, 2024,  on or after the BBB complaint was filed. The PODS account reflects that *********** has his redelivery and pick up empty for both the containers he is renting scheduled. Should Mr. ******** wish to further discuss the account he 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 Mr. ******* may have endured.  PODS Enterprises, LLC prides itself of 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 receipt of this correspondence PODS Enterprises,LLC considers this matter resolved.

• Initial Complaint

  Date:11/09/2024

  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.

  To start they claim they'll tell you the delivery window the night before. They didn't. We moved our cars of the way just in case luckily. But that was the smallest of problems. When it came time to deliver our pods to the new house they also could not give a window until the night before. Which is tricky with movers. Anyway the night came and they said it would arrive by 9am. Cool. We woke up the next morning to an email saying they cannot be delivered. Full stop. Not a new time, just they cannot be delivered. We called and they said they don't deliver to our area. After already accepting our money and taking our stuff. We were on the phone forever trying to get them to tell us when they would deliver and they claimed the next day first thing for sure. That we would be compensated for the hassle, needing to pay and reschedule movers, and pay for a new night in a hotel. That we would have the new delivery time that night. That night we get an email saying it would be ANOTHER day later. We called and told them how unacceptable this was. They finally relented that would deliver tomorrow after all but in the afternoon. So we had to pay movers for the lost time and reschedule them as well. Again. After this saga was finally done out support ticket, that they claimed would compensate us, was closed as "no fault found." I was livid. We called and they are now reopening the ticket... But I don't have a lot of hope. They are so dysfunctional and their customer service is awful to try and claim this wasn't their fault even.

  

  Business Response

  Date: 11/12/2024

  I am in receipt of your correspondence from **** ******* (not the listed PODS customer) concerning our ********************** customers move with **********************.    One of our PODS customer resolution specialists have been in contact with our PODS customer regarding scheduling concerns and presented a resolution to the claim.    We currently await our customers response.
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that **** Trudeau  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:11/08/2024

  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 scheduled a *** delievery to our new home on 11/5/2024. The *** was dropped off as planned but the driver placed the storage container at an incline causing all items within the *** to shift and make it impossible to open the door. On this same day we had movers scheduled that we paid $500 dollars for. Because no one was able to open the *** door this is a cost that we had to call a loss. We called *** and asked for them to send someone out to assist with moving the *** so that we could remove the contents ourselves. It is now 3 days later and we still have been unable to access our belongings. We have communicated the following to POS with no resolution or timeline:-We have 2 young children who have no bed to sleep on and who can not access their belongings - We have missed work and hav lost pay for days that we had to take off.- We have no access to clothes or a bed - Our *** is unlocked and unsecured with hopes that *** can come during the day while we are at work to access the door - The *** was placed at an incline due to driver error - The *** is now blocking our driveway for an extended period of time - We (home owners) are incurring citations and fees for parking in the street (not allowed in *************)- The *** is also on our neighbors curb and is causing conflict - The *** facility is less than 8 miles away yet, no time can me spared to correct THEIR error. - A discount was applied by *** but this is insufficient - There is concern that items in the *** may be damaged because of improper placement.

  

  Business Response

  Date: 11/15/2024

  I am in receipt of your correspondence regarding PODS customer,********* ****** (****** ******). PODS has carefully reviewed the complaint submitted by Mr. ****** regarding his concerns. After a thorough review of the account and the related interactions, PODS has determined that the services provided were consistent with the terms of the order placed.
  
  According to our records, Mr. ******* order was booked online on September 24, 2024, and all applicable fees, placement details, and terms and conditions were provided at the time of booking. A confirmation email was sent to the email address on file, which included a complete breakdown of the pricing and services requested. PODS also reviewed all associated interactions,including any phone calls and written communications, and found no errors or discrepancies in the handling of the order by our team. Based on our findings,the services were delivered in accordance with the information provided at the time of booking.
  
  It is important to note that while PODS strives to accommodate customer requests, there are instances where operational, safety, or logistical factors may influence service execution. In such cases, placement is at the discretion of the driver.
  
  Given the findings of this review, PODS is unable to provide compensation in this matter. However, if Mr. ****** has additional documentation or information not previously shared that may impact the review,we encourage him to provide it for further evaluation. PODS remains committed to delivering high-quality service and addressing customer concerns in a fair and transparent manner.
  

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22531913
  
  I am rejecting this response because:

  The complaint is not with the initial agreement or the terms of the agreement.  We are well aware that we scheduled our *** to be delivered on 11/5 and then picked up shortly after.  The complaint is that we contacted PODS immediately after finding out that the door was jammed due to placement (which was no fault of our own).  When we called the customer service representatives (numerous calls, multiple times each day) they stated that we were only 8 miles from the facilities and they reassured us they would try to get someone to use as soon as possible.  We expressed that we paid movers $500 for unloading on 11/5.  We also expressed that we have two small children with no belongings, no place to sleep, and no access to personal belongings.  The inconvenience that was caused as well as the loss of money and time is unprofessional.  From 11/5/2024-11/5/2024, PODS is then claiming that they did not have a single driver that could come asssit us.  When we asked customer services representative if we could speak with a manager, they stated that, "all they are going to do is send the same email that we are sending now."  When the driver arrived Monday morning, 11/9/2024 @ 7am, the adjustment of the *** and the opening of the door took less than 10 minutes total.  We are therefore still seeking an apology and funds reimbursed for poor customer service, poor business practices, and a failure to meet customer expectations.  
  
  Sincerely,
  
  Dr. ******** ******

  

  Business Response

  Date: 11/25/2024

  In response to ******** ******** follow-up, PODS Enterprises, LLC has carefully reviewed the details provided. While we appreciate her additional comments, our position remains unchanged, and we are unable to alter our response on this matter.
  We have conducted a thorough review of all interactions related to this case, including a detailed examination of the phone calls. Our investigation confirms that all actions taken by our associates were appropriate, and no error on PODS' part was identified.
  It is important to note that while PODS strives to accommodate customer requests, operational, safety, or logistical factors may sometimes influence service execution. In these instances, placement decisions are at the discretion of the driver.
  Given the findings of our review, PODS is unable to provide compensation in this matter. However, if ********* has any additional documentation or information not previously shared that may impact our review, we encourage him to submit it for further evaluation.PODS remains committed to delivering high-quality service and addressing customer concerns in a fair and transparent manner.
  Based on the results of this review, we respectfully request that you close this complaint as resolved.
  Thank you for your attention to this matter.

• Initial Complaint

  Date:11/07/2024

  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 was assured by a PODS customer service ***resentative that my pod will be picked up before noon. I asked him twice to confirm before we selected a pick-up day. The night before, I was informed that the pick-up window is significantly AFTER he said it would be picked up (needed it out before noon, and it was picked up at 6:30). When I called to ask for an earlier pick-up that morning, the customer service *** said she could not get a hold of the driver and didn't know why I was told that they could guarantee a pick-up. I asked that they listen to the recording. I received an email the next day stating they looked into my grievance and that it wasn't deemed worthy. This delay meant that the person who was arriving home had no space in the driveway to park and the car had to sit on the street. This is a person with mobility issues. While I understand that things happen, I was very upset about the customer service ***s, the amount of time spent on hold, and no attempt to remedy the situation.

  

  Business Response

  Date: 11/08/2024

  I am in receipt of your correspondence concerning PODS customer, ******** *****.   On November 7th, 2024, contact to discuss the issue was initiated with ******** ***** in order to address scheduling concerns and work toward a resolution.   We currently await ******** Quinns 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:11/07/2024

  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.

  11/06/2024: PODS used a SCAM when I called to get a "quote." After I took detailed notes and had to talk over the sales person to ask questions, I reviewed the items and associated cost from my notes. After the sales person confirmed my list to be correct, I asked her for the total price with tax. She tried to change the subject and I had to insist she give me the total price. When she did, it was $200 more than the sum total of the itemized services that she just confirmed to be correct... Then she started telling me that she never said the "pick up" of the *** was no charge. I took notes, she told me that, and I wrote it down! Then she said she gave me prices for a smaller container. No, we were not; my notes clearly show a 12' container which I wrote when you told me the 8' container was not available when it shows available online. SCAM 11/07 2024: There is no way to delete my credit card information from **************************. So, I called again, and asked the person how to remove my credit card information from their website. After an hour getting hung up on, waiting on hold so this person could call "Collection ******* the person told me I could not remove my credit card information from their website. It is "inactive" but still stored on their website. Now, I have to cancel that credit card and order a new one.

  

  Business Response

  Date: 11/15/2024

  I am in receipt of your correspondence regarding PODS customer, **** *******.
  We have completed a thorough review of all interactions related to this case, including a detailed examination of the phone calls. Our investigation confirms that all actions taken by our associates were appropriate, and no error on PODS' part was found.
  Additionally, the customer chose to cancel the order prior to the scheduled delivery, and no charges were applied.
  Based on this, we ask that you close this complaint as resolved. Thank you.

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22524865
  
  I am rejecting this response because: PODS did not directly address the complaints I specifically listed: 

  1.  STOP THE DECEPTIVE, FRAUDULENT PRICING PROCEDURES:  The TOTAL amount must match the amount the sales person's itemized amount.  If you reviewed the recordings, you will discover that after I received itemized pricing, the sales person DID NOT provide a total amount.  I had to ask her for the total amount which was more than the sum of the given itemized prices. She also told me that there is no fee to pick up the pod, and when the inflated total was reluctantly given, there was a fee for the final pick up.  Review the recordings.

   

  2.  STOP STORING CUSTOMERS' CREDIT CARD ON YOUR WEBSITE:  If you listened to the recordings, I called TWO times to get someone to tell me how to delete my credit card from your website.  Each time, the person told me, "Your card is inactive."  When I persisted, the persons told me, "You cannot delete your credit card on our website."  That is your standard operating procedure.

  Shame on you for being dishonest again.  I am telling the truth.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/25/2024

  In response to Ms. ****** follow-up, PODS Enterprises, LLC has thoroughly reviewed the details provided. While we appreciate her additional comments, our position remains unchanged, and we are unable to amend our response on this matter.
  We have completed an exhaustive review of all interactions related to this case, including a detailed examination of the phone calls. Our investigation confirms that all actions taken by our associates were appropriate, and no error was found on PODS' part.
  As part of our standard business practice, we do not remove credit cards from our records; rather, we mark them as inactive. The credit card currently on file is inactive and is not being used for transactions. This is a common industry practice.
  Furthermore, the customer voluntarily chose to cancel the order prior to the scheduled delivery, and no charges were applied to their account.
  Given these facts, we respectfully request that you close this complaint as resolved.

• Initial Complaint

  Date:11/06/2024

  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.

  PODS was picked up in CT September 7, 2024 and Delivered in *******, ******* on October 16, 2024. There were multiple items damaged while in the *** even though precautions were taken by wrapping items in blankets and securing them with straps. Once the transport was complete, the broken items were as follows: 2 TVs broken, a metal desk was broken desktop was broken off the frame, secured plastic containers were smashed and shredded, items wrapped in bubble plastic wrap secured in boxes had broken glasses/dishes, the list goes on. Again, these items were wrapped and secured. This was beyond minor travel movement caused, this is the result of something of greater impact. I reached out with email and pictures with a response from PODs stating due to not purchasing the insurance and not properly packing, they find no fault in their transportation service for us. I was hoping to resolve this with quality customer service. To make right to the customer for the damage that was caused by PODS transfer of our home valuables. satisfy the customer and make right for the customer. ********************** received $3,300 from our payment and now it will cost us an additional $7,000 or more to replace the damaged items.

  

  Business Response

  Date: 11/14/2024

  I am in receipt of your correspondence concerning ******* ******* (PODS customer ****** *******).  ********************** conducted a full investigation of the claim related to Mr. ********* account, with the findings presented to him on October 24, 2024. After re-reviewing the case in light of your BBB complaint, our position remains the same.
  
  Upon receiving your claim regarding damage to personal property within the container during transport, PODS conducted a thorough investigation,which included consulting with personnel from the markets and carriers involved in providing the service, as well as reviewing the photos provided by all parties involved. We found no evidence of physical damage to the unit itself nor any external cause that would have contributed to damage of the items inside. Based on the photos, it appears that the items within the container were not strapped down or secured, leading us to conclude that any damage likely resulted from normal shifting or improper packing during transport.
  
  Wed also like to refer to Mr. ******* to the terms of the rental agreement with PODS, which specify that customers assume all risk of loss or damage to contents, including from normal shifting or improper packing, and that customers are advised to insure their belongings accordingly. You may view the full rental agreement by logging into your PODS online account.
  
  Thank you for allowing us the opportunity to address this matter.

• Initial Complaint

  Date:11/06/2024

  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 am writing to file a formal complaint against PODS Moving Company based on a deeply frustrating and disappointing experience. My issue involved aggressive sales tactics, misleading information about delivery schedules, and a lack of transparency regarding the companys operational limitations.The sales team was highly aggressive and did not inform me that PODS only schedules deliveries to ***** twice a week. As a result, I was forced to accept an unreasonable delivery delay. After finalizing my reservation and payment, I was told it would take over four weeks for my two PODS units to be delivered. The first POD arrived on 11/05/2024, but I was told the second would not be delivered until 11/19/2024, with pick-up not possible until 11/26/2024. This leaves me with limited parking in my driveway for 3 ******** became clear that PODS lacks the infrastructure and staffing to deliver in a timely manner, yet this was not communicated during the sales process. Had I known about their bi-weekly delivery schedule and capacity issues, I would not have chosen PODS. I have spent over 4 hours speaking with customer service, yet no solutions were offered.I request that PODS be held accountable for the following:Aggressive and misleading sales tactics that failed to inform me about delivery limitations.Lack of transparency about delivery schedules, causing significant delays.Inadequate customer service and failure to address concerns.Understaffing, impacting timely deliveries.I urge PODS to improve communication, transparency, and scheduling to prevent future customers from facing similar issues.Thank you for your attention to this matter.

  

  Business Response

  Date: 11/12/2024

  In response to Ms. ******* concerns, PODS Enterprises, LLC initiated contact on November 11, 2024, to discuss her scheduling issues and ensure they were addressed. Upon reviewing Ms. ******* account, ********************** confirmed that all scheduled moves were conducted appropriately, aligning with the requests made during her interactions with our associates.
  As a courtesy, PODS has extended a settlement offer to Ms. *************** proceed, we kindly ask that Ms. ****** respond to the email sent by PODS regarding this offer so that we may further assist in resolving her concerns.

• Initial Complaint

  Date:11/06/2024

  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.

  Despite multiple efforts to resolve this, I have yet to receive a comprehensive response, phone call, or clear review of my case from PODS. This lack of engagement and readiness is both frustrating and concerning, particularly given the financial impacts I continue to experience due to these service failures.The issues Ive faced align with common complaints, specifically regarding inadequate communication, billing discrepancies, and failure to uphold clear timelines.I checked before the delivery date, during the date and after checked the *** information provided on PODS website, "****************************," which further emphasized the lack of accuracy in the service timeframe promised. The online tracking did not reflect the timeframes initially allotted or communicated, leaving me with yet another unaddressed gap in service expectations. This inconsistency only adds to the financial and logistical burdens caused by PODS deficient service.Under the Florida Deceptive and Unfair Trade Practices Act (FDUTPA), specifically Sections 501.201-501.213, businesses are legally obligated to uphold fair and transparent practices. PODS appears to be in clear violation of these standards based on: Persistent Communication Failures,Unexplained Charges and Service Gaps, Failure to Meet Promised Timelines.This approach is in violation of the ******. I am prepared to escalate this matter to the Florida Attorney General, ****** ******* office as well.A complete, detailed review of my case with a transparent breakdown of all charges, timelines, and missed service commitments.Immediate correction of outstanding billing discrepancies and adjustments to offset the undue costs I have incurred.Given the significant impact this situation continues to have on my time and finances, I expect PODS to treat this matter with the urgency it warrants. Failure to address these issues promptly will compel me to seek all available legal and consumer protection resources.

  

  Business Response

  Date: 11/08/2024

  I am in receipt of your correspondence concerning PODS customer **** ****.  On November 7th, 2024, contact to discuss the issue was initiated with Mr. King in order to address his concerns and work on a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. King may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Mr. King 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: 11/18/2024

   
  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,
  
  **** ****

• Initial Complaint

  Date:11/06/2024

  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 pods pickup and after confirming the pickup date multiple times they will not pickup and move my scheduled unit, charging me extra months rent unnecessarily. They practice shady tactics, their support staff lies and flat out lied to me about the pickup date even though there is a trail of online activity confirming the pickup.

  

  Business Response

  Date: 11/15/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******* ****. On November 13, 2024, PODS made an attempt to contact **************** to discuss his concerns. Unfortunately, the contact attempt was unsuccessful, and a voicemail was left.
  On November 15, 2024, a PODS Customer Advocate spoke with Mr. **** to address his concerns. During this conversation, Mr. **** expressed his grievances, which were acknowledged by the PODS representative. PODS has carefully reviewed the complaint submitted by Mr. **** and conducted a thorough review of the account and all related interactions. Based on this review, PODS has determined that the services provided were consistent with the terms of the order placed.
  To provide clarity regarding the timeline of events:
  October 5, 2024: Both containers rented by Mr. **** were scheduled to be moved to his new home on October 28, 2024.
  October 25, 2024: Mr. **** called and requested to cancel the move, indicating he would schedule the container pickup at a later date.
  November 4, 2024: Mr. **** called again, requesting to schedule the containers to be moved the next day. He was advised that this was not possible due to scheduling availability.
  November 5, 2024: Mr. **** scheduled the containers to be moved on the first available date of November 14, 2024, but no pickup date for the empty container was scheduled.
  
  
  While PODS regrets any inconvenience Mr. **** may have experienced, the company has thoroughly reviewed the matter and maintains that the services provided were in alignment with the terms of the order.
  PODS values its customers and strives to achieve the highest standards in the industry. We sincerely apologize for any inconvenience that Mr. **** may have encountered and for any instance where his expectations were not met. When customers bring concerns to our attention, we carefully review our processes to address feedback and make any necessary improvements.
  PODS Enterprises, LLC remains committed to providing quality service and appreciates the opportunity to respond to Mr. ****s concerns.
  
  

• Initial Complaint

  Date:11/06/2024

  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.

  I was pleased with my POD experience right up until they removed the pod, which revealed that they had not been doing proper maintenance on the equipment because the unit left rust marks on my painted driveway. I asked them to power wash or clean it off but, I was denied. They continued to say they would not take repair the damage due to structural integrity, which is not what this is. Therefore they told me I would have to take care of it myself.

  

  Business Response

  Date: 11/07/2024

  In response to the additional feedback received, PODS Enterprises, LLC revisited and carefully reconsidered the matter. However, the company's position remains unchanged.
  
  While PODS Enterprises, LLC regrets that it is unable to change its position on this matter, the issue was thoroughly reviewed to ensure accuracy and fairness in the resolution provided.
  We have concluded that all events were conducted appropriately during the interactions with our associates.
  
  Unfortunately, we do not offer driveway repairs or power washing services. You would need to arrange and pay for these services independently, as PODS is not responsible for any damage in these areas. Please consider the terms of your rental agreement you entered into with PODS. You represent to PODS that the area where you require placement will have adequate structural integrity to withstand the weight of the container and PODS equipment. Moreover, you agreed to assume full risk for and release PODS from any damage to your premises resulting from PODS delivery services. Should you desire, you may view the rental agreement by accessing your PODS online account.
  
  Thank you!
  
  

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22520114
  
  I am rejecting this response because:
  PODS continues to say this matter is an issue with the structural integrity of the driveway and that It is somehow related to the removal of the unit. Neither of these factors apply in this case. The problem  is that the company did not maintain the underside of their pod unit, which caused rust from the unit to transfer to my driveway. Im simply asking them to remove the rust from my driveway. 
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/12/2024

  In response to Ms. ********* follow-up, PODS Enterprises, LLC has carefully reviewed the details provided. While we appreciate her additional comments, our position remains consistent, and we are unable to change our response on this matter.
  PODS strives to ensure clarity and fairness in every customer interaction. In this case, our thorough review has confirmed that the issue does not result from a failure to maintain the unit, nor from any error in PODS' delivery or removal process. Unfortunately, PODS does not cover the cost of driveway cleaning or repairs, and the responsibility for such maintenance falls outside the scope of PODS service commitments. According to the rental agreement, customers assume responsibility for any potential impact related to delivery services. Ms. ******* may review the terms of her agreement through her PODS online account if needed.
  Thank you for your understanding.