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 of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

• 

  PODS Moving & Storage

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

  
• 

  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  

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:11/05/2024

  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.

  Ordered a pod from pods storage, put directions on pod placement in the order. Pods did not place the container according to instructions - called to ask them to please reposition correctly as we are unable to get in the driveway now and the street is not public parking (you get ticketed). Pods stated they didnt have anyone to reposition the container and that they would send someone the next day. I was fined that night for parking on the street. The next day they did not send anyone to reposition the container, I called and they stated the would Not be able To send anyone until 4 days later .. I said this was unacceptable And they refused to Do anything about it.

  

  Business Response

  Date: 11/08/2024

  I am in receipt of your correspondence concerning PODS customer ****** *******.  On November 8th, 2024, contact to discuss the issue was initiated with Ms. ******* in order to address her concerns. We have completed the review of the account and have found some opportunities to review with the customer further, at this time, we are waiting on the 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 Ms. ******* i may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Ms. ******* i 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: 11/08/2024

   
  Complaint: 22518641
  
  I am rejecting this response because: I had to reach out to the company multiple times. The *** is still in my driveway and they are still saying that they will not refund me - issue is not resolved yet. 

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

  

  Business Response

  Date: 11/18/2024

  I acknowledge receipt of your correspondence regarding PODS Enterprises, LLC customer, Ms. ****** *******. A review of the issue that prompted this complaint is currently in progress. We have requested additional paperwork required to finalize the resolution. Following a call with Ms. ******* today November 18th, 2024, Ms. ******* confirmed that she would be sending the necessary documents. We will continue to work closely with Ms. ******* until the review is complete and will provide updates and the appropriate resolution once finalized.

• Initial Complaint

  Date:11/04/2024

  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.

  I have used PODS services since May 2018. My billing cycle begins on the 2nd of each month. I had an automatic withdrawal set up on my checking account so that ********************** could automatically deduct their payment from my checking account, on the 2nd.. On October 2, 2024 an amount of $195.69 was due. They automatically deducted their payment from my checking account and it cleared my bank on October 9th. On October 10th I called and told them I wanted to cancel the automatic withdrawals. The representative ended the *** withdrawals and advised me that I would need to make manual payments. I agreed. On October 22, PODS withdrew another payment of $195.69 from my account. I called numerous times asking about this payment - how they withdrew the amount without my authorization and without a balance owed. I received no answers. I received conflicting information - the payment from Oct 22 isn't on their system, I should wait 24 hrs; I should wait 48 hrs; it may take 5-7 business days; it will take 10 days. One representative advised me to call my bank, which I did. I disputed the amount from Oct 22, and the bank reversed the charges from Oct 22. PODS is now telling me that the payment which was reversed was from Oct 2. I provided bank statements showing two payments received by their business in October, and the reversal for the payment on October 22. No one will give me answers as to the October 22 payment, other than they did not receive a payment on October 22. And that I have a balance owed in October (which I don't - they withdrew the funds on October 9th). I want to know why PODS pulled funds on October 22 without my authorization. And I want my account to reflect that nothing is owed for October, since they automatically withdrew the October payment on October 9th. I was advised that if I make my Nov payment, it will be applied to October - so I need this to be rectified as soon as possible.

  

  Business Response

  Date: 11/09/2024

  I am in receipt of your correspondence concerning PODS customer, ******* **********.  Due to Ms. *********** concerns being directly related to their billing, the account is under review with our ********************************* at this time.  Upon completion of the review, a member of our Accounting team will reach out to them directly to discuss.  In the interim, Ms. *********** may contact their PODS Advocacy representative with any questions or 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. ********** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ********** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22513664
  
  I am rejecting this response because:
  As of today, 12. Nov 24, PODS has unlawfully withdrawn $391.38 from my bank account. My bank account is now overdrawn because of this. I did not authorize any payment from my account. 

  I spoke with collections yesterday and they told me my file was closed, and he would reopen it. Who closed it? 

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

  

  Business Response

  Date: 11/21/2024

  I am writing in response to your inquiry regarding the complaint filed by PODS Enterprises, LLC customer, ******* **********. On November 12, 2024, Ms. ********** spoke with a PODS supervisor regarding her concerns about payments on her account. During this conversation, Ms. ********** provided documentation to substantiate her claim. After reviewing the provided information, a credit was issued to the card on file the same day.
  
  This resolution was mutually agreed upon by both parties, with the refund addressing Ms. *********** concerns and resolving the matter amicably.

• Initial Complaint

  Date:11/04/2024

  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.

  My POD was picked up on Oct 3, as scheduled. I sent in all the necessary documents on Oct 4th. Was told that it takes 72 hours to process and that if anything is missing or incorrectly filled out, someone will get back to me. Waited a week, didnt hear anything back. Called on Oct 11th. Was told that some Department that handles the paperwork hasnt received my email at all. I was told to split the email into two parts and resend. Did that same day. Asked for confirmation of receipt of email, no answer. Called back afternoon and was told that they only received the first email with personal documents not the second email containing all the CBP/Customs forms. I was told to send one attachment per email. Did that same day. Oct 14 - Called to follow up. Was told to wait. Oct 17 - Got an email from **** who is supposedly in the department that handles border paperwork, saying that they received everything except Form 159 and the Customs Letter. I resent those in a new email the same day (4th time). Oct 18th - Sent an email to request confirmation of receipt of my last email. No answer. Oct 22 - Sent email requesting confirmation of receipt of prior email. No answer. **** emailed saying she didnt see the 159 or the letter in her email and asked me to resend. I did that for the 5th time, same day. I asked for a confirmation of receipt of my last email. No answer.Oct 23 - Called to follow up and was told that *********************** is still missing the 159 and the Letter. Was told to resend it again to the same email addresses that I had sent it to the first 5x. I did that, for the 6TH TIME. I asked to speak someone in the department where I was sending these emails to and was told that I can't talk to them. Asked to speak with a supervisor, request was refused. Haven't heard from PODS since. I have more details and all emails with timestamps. ******** customer service. I just want my POD with my personal belongings. They charged me for extra month storage.

  

  Business Response

  Date: 11/11/2024

  I am in receipt of your correspondence concerning PODS customer ***** ****** . On November 7th, 2024, contact to discuss the issue was initiated with Mr. ****** in order to address his concerns and work on a resolution. 

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22510990
  
  I am rejecting this response because: All their last message to BBB says is that they have reached out to me to resolve the issue. While that's true, the issue itself, had NOT been resolved. My POD is still stuck in ****** since October 3rd and as of this time I don't see anywhere in my PODS account saying that it's scheduled to be transported to *******. I'm not going to accept the BBB issue as resolved until they actually ship my container to me and I receive it.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/19/2024

  I have received your correspondence regarding PODS Enterprises, LLC customer ***** ******. A ********************** representative contacted Mr. ****** on November 12, informing them that the paperwork had been approved and that a customer satisfaction discount was applied, satisfactorily resolving the issue.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22510990
  
  I am rejecting this response because: PODs finally successfully received my remaining paperwork after 7 attempts claiming that they had an IT glitch. That took a month and a half. They then apply a discount which will be totally offset by the monthly storage fees that PODs are charging while holding my ***. As of this morning my *** has not moved since October 3rd. Its still in ******. Its also been 2 weeks since they called me and told me they have all the paperwork to send it. 
  So my question is on what planet are PODs operating to think that this issue has been resolved satisfactorily? I hired this company to move my personal belongings from ****** to *******. These are things that I need, some of them urgently. PODs is NOT doing what I hired them to do, which is to transport my container. I dont know how much clearer I can possibly be. Because the *** is still in ****** and its November 25, and according to them, it takes about 10 days to transport it to ***************, it will definitely not be here until sometime in mid December. At the rate PODs is operating, which is 0 mph, Im now worried that I wont receive my container by Christmas. 
  Is BBB going to do something more than just watch the exchanges between myself and this company that is clearly not doing their job? When is this going to get escalated?
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/04/2024

  This correspondence is in response to the complaint submitted regarding PODS Enterprises, LLC and customer ***** ******. A comprehensive review of the account has been conducted to ensure the accuracy of the findings.
  
  Upon further review of the account, it was determined that on November 11, 2024, Mr. ****** was informed that his containers transit had been rescheduled, with an updated estimated arrival date of November 22, 2024. While PODS provides estimated arrival dates, customers are typically advised to check back online or contact PODS for updates near the estimated date, as direct notifications upon arrival are not standard practice. Additionally, the review confirmed that no error occurred in this process. The necessary paperwork required to move the container across the border was not returned completed or in the correct format until November 11, 2024, at which time the transit was rescheduled. On December 3, 2024, a PODS representative contacted Mr. ****** to inform him that his container had arrived at the destination storage center in ***************, *******, on November 25, 2024. During this communication, Mr. ****** agreed to schedule the redelivery and final pickup of the container.
  
  Based on this information, it has been determined that the containers transit and arrival were handled in accordance with standard procedures, and the matter has been satisfactorily resolved. PODS remains available for further assistance if needed.

  Customer Answer

  Date: 12/13/2024

   
  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:11/03/2024

  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 paid $721.29 deposit on 10/28 for a 16 storage pod delivered on 10/28. The container had rodent f**** in it, smelled like urine or a dead animal, had bugs and dirt inside, and the door around the lock was damaged in a way which indicated someone had broken into the unit. All this was visible immediately on delivery. I called and requested the pod be removed immediately because I was concerned the rodents would infest my nearby house or vehicle, but also because my move is on a tight timeline as I am moving 3000 miles. Pods claimed they could not remove the pod until 11/1/24, delaying my ability to get a new pod.I requested a refund. They processed it and refunded me $50. This is outrageous. They also charged me a $159.38 cancellation fee without even telling me they would. This is outrageous. They offered me a new pod, but I declined. I declined because the company would send a pod from the same facility which is clearly full of rodents, bugs, and poorly maintained. I related this to pods explaining my gross distrust in the company to provide me a new pod. They need to refund the entire amount I paid and the cancellation fee. Not only have I received no goods or services for the monies I paid, but I have sustained real losses, damages, that pods now **** me. I had to delay moving decisions and get a new container from a new company costing me time and money. Delaying the pod has caused me real financial losses.

  

  Business Response

  Date: 11/08/2024

  I am in receipt of your correspondence concerning PODS customer ******* ****. On November 4th, 2024 contact to discuss the issue was initiated with Ms. **** in order to address her concerns and work on a resolution. The cancellation fee has been refunded to the customer, and we are continuing to investigate her additional 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. Hall may have endured.  PODS Enterprises, LLC prides itself on its quality customer service and we regret that Ms. Hall 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:11/03/2024

  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.

  POD pick up was improperly scheduled by a representative for 11/2/2027 and not 11/2/2024. When I called back to correct it I was informed that the 2024 isnt available nor was my original date of 11/7/24 and so I will have to wait until 11/19/24 for pick up and possibly be charged another month rental. The failure to pick up the pod on time is now resulting in increased housing costs, loss of wages due to amount of time spent on the phone trying to resolve and the delay of needed handicap equipment to occupy the space. This is now an American Disabilities Act matter and will be handled as such if the pod is not gone in 72 business hours. Customer #: ********* Order #: *******

  

  Business Response

  Date: 11/04/2024

  I am in receipt of your correspondence concerning PODS customer, ***** ********.     On November 4th, 2024, our PODS advocate spoke with ***** ******** to advise that the pick up of the container would occur that day.   We appreciate ***** ******** bringing this matter to our attention and giving us the chance to resolve the matter amicably.
   
  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: 11/05/2024

   
  Complaint: 22506827
  
  I am rejecting this response because:

  the POD is still in my driveway and my account has been wiped out not reflecting that there is PODS property on my property.  There are no accurate documents to reflect the current situation nor do I have a new pick up date and time. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 11/07/2024

  We appreciate ***** Schuslers feedback and patience as the container was picked up a day later than expected due to scheduling limitations.  Our PODS advocate reached out to ***** ******** on November 6th, 2024 & November 7th, 2024 to inquire if any further assistance was needed.   We currently await ***** Schuslers response. 
   
  
  

• Initial Complaint

  Date:10/31/2024

  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 hired PODS to help with our out of state move. The first container was dropped off and picked up great. The second POD was dropped off and picked up and the man who did this ran into not only our mailbox but the neighbors mailbox destroying the steel frame. We are in an HOA and have to have the same mailboxes in the neighborhood. We contacted, along with the driver who sent in pictures, PODS and got a claim filed. It has been since 9/16 that this has been ongoing with no resolve. We can't even get a call back from PODS like they say they will do. They say that we have to research the company that the claim was filed through, meaning that we have to find the phone number or email address to talk to them which is not right. We just want the mailboxes replaced as they should be. The PODS driver hit them and the company should be held responsible to replace. We have tried to contact PODS over a dozen times and NOTHING!!!!!

  

  Business Response

  Date: 10/31/2024

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******* *******. ********************** LLC is unable to address the case handling directly as the complaint involves damage allegedly caused by the truck in motion. As such, the claim has been submitted to insurance through ********* *******. It is requested that this complaint be removed from PODS Enterprises LLC and forwarded to ********* *******.
  The claimant has been assigned an adjuster to facilitate a resolution. The adjuster's contact information is as follows:
  ******* *********
  Senior Resolution Manager
  ********* *******
  Phone: ************
  Fax: ************
  Email: *************************************
  ********* claims number: 040300-000574-AD-01.
  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 of 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. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved/forwarded appropriately.

• Initial Complaint

  Date:10/31/2024

  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.

  My parents Hired PODS for the finally items of there move. At the time of order of PODS my parents were given a quote for *** rental and transport. The *** was to go from IL to ** door to door. Addresses given to and from. My parents pod got delivered to the IL home, we loaded it up and called for Pickup. at that time we also requested the delivery to the ********. Was told ** house on 10/22. Pick up of *** was picked up on 10/16. Than after pick up PODS sent an Email saying now the *** will be delayed for 4 weeks for delivery to ** home. Than next day another email from PODS stating 12/8. We started calling asking if we were going to be charged for them storing the container for the extended time they are requesting, after several phone calls and several unreturned calls, I gave it a few days and called again. On 10/29, after speaking to another representive, I also was than imformed that they cant at all deliver the *** to the house. My parents which are seniors, also have health issues are to drive now and unload the *** at their holding facility in ** about 80 miles away. They charged my parents another month rent which I am being told will be refunded. But now we have to figure out how to get the stuff from the *** to their home by 11/23. I kept asking *** why they cant deliver to the ** house as first agreed on. No direct answer. I asked why my parents were told several times it would be to now not. I also was told they would not provide any help to my parents. Told us we need to figure this out ourselves. I told them we would have gone a different route if this would have been disclosed from the start. This company didnt forfill their commitments and now we are in a bind to figure out how to empty the *** and bring the stuff to the ** home.

  

  Business Response

  Date: 11/04/2024

  I am in receipt of your correspondence concerning PODS customer ****** *******.  On November 3rd, 2024, contact to discuss the issue was initiated with Mr. ******* in order to address his concerns. We have completed the review of the account and have found some opportunities to review with the customer further, at this time, we are waiting on Mr. *******'s response.
  
  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. ******* 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: 11/11/2024

   
  Complaint: 22496815
  
  I was contacted on by a Representative on Friday 11/8 to discuss a solution.  I am waiting for a return call from her, which should be on 11/12 due to the holiday and weekend.
  
  Sincerely,
  
  ***** *******-********

  

  Business Response

  Date: 11/19/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Mr. ******* *******. On November 13th, 2024, a PODS representative and Mr. ******* reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.   We are currently awaiting the return of the documentation to enable the credit and once returned, the refund will be completed, satisfactorily resolving the issue.

  Customer Answer

  Date: 11/20/2024

   
  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. 

  As of 11/18 , We received our *** in a form of movers delivering the items that was contained in the *** and unloaded at the ** home.  I am very happy with the resolution and how fast we were able to resolve the matter at hand and the original agreed terms met.  Thank you to all involved to set the manner at hand to be corrected.  To finally have ****** involved and being very easy to talk to, made things much easier. I wished we would have had her from the start of the issue.  She made us feel important and not just brush us off like others that was first involved.  She actually talked to us like a person and not like a scripted robot.
  
  Sincerely,
  
  ***** *******-********

• Initial Complaint

  Date:10/28/2024

  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.

  Delivery driver was told prior to the delivery about overhead lines in the driveway.Driver ignored my warning and backed into the driveway and tore down my ******* line to my house.I lost revenue due to the loss of my internet connection.Pods told me they will reimburse me on the cost to repair the ******* line but no reimbursement for the loss of revenue.

  

  Business Response

  Date: 11/08/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Robert ******. On November 7th, 2024, a PODS representative and Mr. Dawson reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.   We are currently awaiting return of the documentation to enable the credit and once returned, the refund will be completed, satisfactorily resolving the issue.
  
  
  

• Initial Complaint

  Date:10/26/2024

  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 have used Pods 2 previous times to have a 16 ft Pod delivered to my current home's driveway. The experience during both of those times was great!I had another 16 ft Pod scheduled for delivery on Friday, October 25, 2024. Delivery time was indicated between 1p and 4p. At approximately 230p on 10/25/24 I received a call from the driver indicating he could not deliver the Pod to my driveway because he would have to block the alley that connects the driveways in this subdivision. I told him I had previous deliveries and that was never an issue. He insisted it was the law and then said he could park it on the street (which for us would have been a block away). I advised I didn't know if that was allowable without authorization from the City. He then said he would check with his boss and call me back. He ever called back. It was now after 4pm and he refused to answer the phone he called me on. I called customer service and finally was able to reach someone who was helpful and advised she had never heard of the reason he advised and showed no restrictions for delivery to my address. She tried to reach the local team and was unable. At 5pm I received an email advising Pods had cancelled the Pod delivery.We have to be out of our current residence by next Saturday and were left with no options from Pods. They had already charged my card, and we were left with no options to move our items.I did manage to find another company who will deliver a container to our driveway on Monday, October 28, 2024, but the cost is $2881.25 more because of the last-minute booking. PODS need to reimburse us for the additional cost we are now incurring due to their incompetence. In fact, I am almost certain that because it was Friday afternoon the driver simply did not want to go to the trouble of dropping of the container so he could begin hi weekend early. He did not show any courtesy to even let me know what was going on - no phone call or text. ******** customer service!

  

  Business Response

  Date: 11/07/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******* *****. On November 4, 2024, a PODS representative reached out to Mr. ***** via email to inform him that his claim had been denied. The claim was denied because, after evaluating the situation, the driver exercised discretion in accordance with our policy and was unable to place the container due to clearance issues at the delivery site. We can confirm that the issue was thoroughly reviewed to ensure accuracy, and as we were unable to fulfill the requested service, PODS Enterprises, LLC issued a refund to Mr. ***** for the delivery charges. We deeply regret that we were unable to meet Mr. ******* needs and apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22476757
  
  I am rejecting this response because: Pods failed to address why they previously dropped off and picked up from my address two previous times. The excuse of a "clearance issue" is absolutely ridiculous! I live in a new development. No wires and a two-lane alley with plenty of room from placement in my driveway (as done twice before). They refunded my money because they had to-they had no choice since they left me in a terrible spot on the scheduled day of delivery.  For anyone looking for an excellent option to the horrible PODS I recommend U-Pack (*************************************************). I called them immediately upon finding out PODS failed big time, and they were able to get containers to my home on Monday, picked-up by Wednesday. They were very professional and great to work with. If you want "no surprise" service with excellent drivers use this company!  In the meantime, because I had to utilize this service last minute it cost me nearly $3K more and PODS owes me this amount.

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

  

  Business Response

  Date: 11/15/2024

  Per PODS previous response on November 7, 2024, a comprehensive review of Mr. ****** concerns was conducted, and the resolution provided was deemed appropriate based on the findings of the investigation. Following receipt of this complaint, the matter was revisited and reviewed again as part of PODS commitment to customer service. After this additional review, PODS Enterprises, LLC confirms that its position remains unchanged.
  The issue stems from the placement of the container, which is determined solely at the drivers discretion. While PODS strives to meet customer requests, there are circumstances where operational, safety, or logistical factors may impact service execution. Drivers are trained professionals, and decisions regarding placement are made to ensure the safety of the property, the container, and surrounding areas. In this case, it was determined that these factors influenced the inability to fulfill the requested placement.
  PODS acknowledges Mr. ****** concerns regarding prior successful deliveries and pickups. While we understand his frustration, it is important to note that every service interaction is unique and may be affected by different variables, including environmental conditions or changes to the property layout.
  Regarding Mr. ******* mention of reimbursement, PODS has already refunded the applicable charges related to this matter. While PODS regrets any inconvenience experienced, the matter has been thoroughly reviewed and is considered resolved.
  PODS Enterprises, LLC values its customers and works diligently to provide high-quality service. We regret that Mr. ****** experience did not meet his expectations, but we stand by the processes followed in this case.

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22476757
  
  I am rejecting this response because: The reason they have provided is not correct. When the driver originally called his excuse for not placing the container in the driveway was that the road could not be blocked. Ridiculous as Pods would not be able to deliver to most locations without utilizing the full road for a few minutes. If this was going to be an issue PODS should've flushed this out when I made the booking with the representative over the phone. They clearly looked up my location when I made the booking and stated no issues delivering to my home.  Also, the representative I talked with after they cancelled the delivery had never heard the excuse provided by the driver.

  PODS has accepted no responsibility whatsoever for the chaos this caused in mine and my families lives. We needed to be out of this location by end of week-they offered no solutions whatsoever as they simply could care less the absolute chaos they caused.

  PODS you need to do and be better! Fortunately for me I was able to find another great company (U-Pack) on short notice but the additional $3K cost would not be easy for many people to manage. I still contend PODS owes me this amount due to the huge inconvenience they placed upon me and my family.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/25/2024

  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 ordered Pod moving container online. Chose the option Moving and proceeded to confirm delivery of Pod to pack up and soon move to new address of **************************************************************************************. Container was delivered and when I put in the date for pickup to deliver to new address the online site stated it would not be delivered to my new address for 3 weeks! Totally unacceptable FORCING ME TO PAY for travel To their storage facility 1 hr from my residence with alllll my household belongings that i will need at my new home. The website is fraudulent and misrepresented. All i am wanting is the Pod to be picked up and delivered to new address same day!! Please read reviews as I Should have done to prevent this disaster! HORRIBLE COMPANY thieves even stealing money and forcing customers to pay for ********************** when it was NOT asked for! I want the container picked up by Oct 31 st and DELIVERED to my new address on SAME DAY! I will attach quote where they added the storage fees that were NOT required on my order!

  

  Business Response

  Date: 10/30/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer ******* *********.
  I understand that there was a scheduling issues with your order, which indicated an unacceptable delay in delivery to your new address. I want to assure you that we have resolved these issues, and your container is now scheduled to be picked up by October 31st and delivered to your new address on the same day.
  Additionally, I have reviewed your account and can confirm that no additional storage fees have been applied to your order. The billing is correct, reflecting only the onsite monthly rental fee.
  We appreciate your feedback, as it helps us improve our services. If you have any further questions or concerns, please don't hesitate to reach out.
  Thank you for your understanding, and I look forward to confirming the successful resolution of your order.