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:10/24/2024

  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.

  Called on 2 June at 12:22pmPST spent 1 hour and 12 minutes on the phone with a *** confirming my order moving from ** to FL with 3-4 months of storage and was quoted a price of $3,107.09 on a promotion they had. *** informed me on the phone Id get an email in 24 hours and gave me my order#*******. When I ***** get an email the next morning on 3 June, I called back at 9:06am and provided my order# only to discover the *** ***** save my order correctly. The new *** informed me the promotion offered less than 12 hours ago is no longer available and was not able to honor the original price and due to the urgency of my move I had no choice but to proceed with the order as I had a recent injury preventing me from walking. I spent 2 hours&50 minutes on the phone with the ***. ***** when I was able to finally pull the order from PODS system, I saw the first *** only entered in 3months of storage with minimal info, so the price quoted over the phone did not correlate to the order saved whatsoever.The new price quoted was $4,752.02 and I spent nearly 4 hours on the phone between both ***s. I opened a claim to have the matter reviewed in hopes PODS would honor the original price and they closed out my claim with no review of the phone conversation/matter. Throughout my experience the PODS ***s provided misinformation on several occasions and the delivery drivers were the only nice people I encountered throughout my experience with this company. If they do review this matter and the phone calls, theyd clearly see the issue was on their end and I was overcharged $1,644.93. I hope they rectify this matter and refund me the difference due to their errors and mishandling of my order.Order ******* Quoted $3,107.09 on 6/4 over the phone (incorrectly saved and when I located my order information it was for only 3 months of storage).Order ******* Corrected order 6/5 new increased price of $4,752.02 Case # ******** (6/4 case closed, email confirmation)

  

  Business Response

  Date: 11/04/2024

  I am in receipt of your correspondence concerning PODS customer ******** ******.  On October 25, 2024, and November 4, 2024,contact to discuss the issue was initiated with Ms. ****** in order to address her billing concerns and work on a resolution.  Please have Ms. ****** respond to the email that was sent to her so that we can facilitate a resolution regarding her billing. 

• Initial Complaint

  Date:10/23/2024

  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.

  On 01 Oct 2024 at 4:19 pm I called PODS to get a price on how much it would be to move my home from my address at ************************************************ to my new home at ***************************************. The call last 44 min and 41 sec and during that time I spoke with a representative that gave me a quote, it was as follows:Customer ID: ********* Dropping off 2 containers to my current home at ***************************************** on 17 Oct 24. Picking them up on 21 Oct 2024 and taking them to ************ for storage until they would be dropped off at my new home address at *************************************** on Nov 11, 2024.Cost (Per Container):Drop Off Fee- $98.00 Container Rental per Month- $186.18 ******************** $10.00 Pick Up- Free Delivery Fee at New Home- $129.00 Per Container= $423.18 or total was $$846.50 The first payment was due before drop off of $588.50.Everything went well and the containers were delivered, packed, and picked up. On Oct 21st, ************************************************************************************* errors saying the delivery was out of range. When I called the gentleman ******* assisted me, as we were finishing up he stated that the delivery fee was now $339.00 per container or $678.00 total. An increase of $420.00 and this was told to me after they had already picked up my two shipping containers with my items and taken them to storage. I told him on the phone that this was not the amount I was quoted and during the sale I confirmed numerous times the pickup and delivery locations. ******* stated the only thing he could do was open an case, pods proceeded to email me on 23 Oct 2024 and state that I had told the agent the pods were being redelivered to my old home address and the new address was an increase in charges. They then closed the case and provided no other info, this makes no sense as we discussed and looked at the old and new home. I want a bill adjustment to $$846.50 as agreed.

  

  Business Response

  Date: 10/30/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** ********. A review of the issue that gave rise to this complaint is currently underway. Mr. ******** has been assigned a PODS Advocacy Representative and has been contacted via email to advise of assignment and provide contact information while the review proceeds.  We will continue to work with Mr. ******** until the review is complete and will provide details and appropriate resolution accordingly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ******** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mr. ******** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer Answer

  Date: 10/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they have yet again assigned another person to review the case but have yet to send a full script as they continue to say the pods were being picked up and delivered to the same address. In the call I ask based on the new and old address as I told him I was moving. The sales agent assured me the price and at this point they continue to say it was understood on my end, but he clearly stated me the price they are no longer honoring. Today I was assigned a now manager but have yet to see any results.
  
  Sincerely,
  
  ***** C ********

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22467042
  
  I am rejecting this response because:

  
  I have reviewed the response made by the business in reference to complaint ID ********, they have yet again assigned another person to review the case but have yet to send a full script as they continue to say the pods were being picked up and delivered to the same address. In the call I ask based on the new and old address as I told him I was moving. The sales agent assured me the price and at this point they continue to say it was understood on my end, but he clearly stated me the price they are no longer honoring. Today I was assigned a now manager but have yet to see any results.
  
  Sincerely,
  
  ***** C ********

  

  Business Response

  Date: 11/07/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***** ********. On 10/24/2024, a ********************** representative contacted Mr. ******** via email to provide him with the findings of his account review. We have thoroughly reviewed his case and would like to provide the following clarification regarding the pricing and destination ZIP code. During the booking call, Mr. ******** provided the destination ZIP code of *****,which was used to generate the original quote. As pricing is based on the destination ZIP code, any changes to the ZIP code can result in an adjustment to the price. In this case, the ZIP code change led to a revision of the pricing, which is consistent with our policies. We can confirm that the issue was thoroughly reviewed to ensure accuracy. 

  Customer Answer

  Date: 11/08/2024

   
  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,
  
  ***** C ********

• Initial Complaint

  Date:10/23/2024

  Type:Billing 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.

  PODS Moving and told me that they could not deliver my loaded container to my new address. This required me to rent a Uhaul and go to the PODS storage center in *********. On arrival PODS did not have my container at this location. They directed me via email to go to this location, however they were in error.I was assured by their customer service line I would not be charged for a future delivery fee of $159, and I would have my next month rent waived $400.04. Both charges plus a $397 transfer fee (that I was not informed of, nor did I authorize) was charged to my credit card. I disputed all three charges and only $159 had been credited back thus far.The customer service line is beyond frustrating. I have created four different t ticket numbers with their representatives and have been told all conversations have been recorded. Despite them assuring me I would not be charged I continue to be given the run around about getting the $797 that was never authorized to be credited back to my credit card. I have tried to escalate this past their initial call takers and they state they have no ability to let me talk to a supervisor. They can only generate ticket numbers that I cannot review for accuracy. PODS state that they are concerned about customer satisfaction but all I have experienced is a lack of follow through, no commitment to making things right, no follow up communication and no demonstrated desire to act on legitimate customer complaints.

  

  Business Response

  Date: 10/31/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** *****. On October 26th, 2024 a PODS representative and Mr. ***** have 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 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.

  Customer Answer

  Date: 11/01/2024

   
  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:10/23/2024

  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.

  Our experience is that PODs is essentially extorting money from its clients through doubling delivery fees, ignoring claims & not resolving dispute claims for customers. Facts:1. We had (4) large ************** at a major hub in *******, ** 2. Our First (2) PODs were in March 2024 & (2) in June/July 2024 3. Prior to delivery of the first (2) PODS, we inquired about which pods can be transported and cost of transporting the initial (2) to ***********, ** . We were given a quote of $872. The delivery fee would be determined based upon the zip code/distance of our next home.4. We needed (2) more large PODs & estimated $1,800 for all (4)5. From *******, ** to ***********, ** it is exactly 250 miles (per ****** maps) and mostly hwy driving - about a 4 hour trip.6. PODS had all of our household items. Everything! PODs charged $4,000 to deliver just from *******, ** to ***********, **. 7. This does not include the fee to our new home. Our Dispute Case #******** (price reduct'n) happened (3) wks ago. It was assigned to ****** on Oct. 9th, 2024. I have attempted to contact her via ************* to no avail. Our request that someone else pick up her case load is not possible.Assumptions for the math:(2) Large ************** per truck =(2) trucks Fully burdened fuel cost/gl (gas + maintenance) =$10 Gas mileage = 10 miles/gl. 25 gl/truck = 50 gallons Fully burdened driver wage = $100/hr. Per internet = high!5 hrs/truck for the drive =10hrs + an additional 5 hours (2.5 hrs/driver) to load & unload the ************** =15 hrs labor. The math:50 x $10 = $500 fully burdened fuel cost 15 x $100= $1,500 fully burden labor cost Total cost = $2,000 It's close to our original quote of roughly $1,800. So, why were we charged /forced to pay 2x to get our furniture back? We live 8 miles from ***********, ******* now need to pay an additional $200/ea for home delivery. That's an addtnl $800 + the $4,000 to go the 250 miles. This is an UNBELIEVABLE cost!!!

  

  Business Response

  Date: 10/25/2024

  I am in receipt of your correspondence concerning PODS customer, ***** *****.  On October 25th, 2024 , our PODS advocate spoke with ***** ***** to address concerns about the cost of the move and discussed the  review process that was needed in order to work toward 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 ***** ***** 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: 10/27/2024

   
  Complaint: 22464042
  
  I am rejecting this response because:
  This response only notifies the BBB that PODs is working through their process, which is fine as an initial step, but this issue is far from being resolved. Our expectation is to receive a justified & fair price for moving our (4) large pods from *******, ********** to **********************. Charging $4000 for transport of 250 highway miles is usury /price gouging.  If I am wrong, please itemize the cost incurred to PODs for this 250 mile trip.

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

  

  Business Response

  Date: 10/31/2024

  A review was conducted and ***** Paughs claims were found not to be  sustained.  Our pricing is fair & reasonable based on the services provided.   As soon as a customer books an order or make changes to their order, a confirmation is immediately available showing the line item pricing for each part of their move for the customers review.    As a goodwill gesture, with the hope of resolving the matter amicably, an additional discount on the transportation costs of the containers was provided leading to ***** ***** receiving a refund. 
  

  Customer Answer

  Date: 11/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough to me.  That said, I do believe an independent investigation of their cost model should be reviewed in more detail for the purposes of safeguarding others.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/23/2024

  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.

  In August 2024 I request a final drop-off of my pod to a local address here in ********, ****. I arranged for the *** final bill and no future payments to be canceled, as I was ending my agreement with PODs. The complete process was a disaster, and the coordination of the complete process was messed up, and it took many calls to get the corrections complete. In the meantime, the final bill was issued, and they took the payment out of my auto account. Then on the same day they took the full payment of the Sept invoice which I had canceled, and they had already collected the partial payment. After contacting PODS to reimburse me for that payment that was taken from the account, I have been getting the run around regarding that credit back to my account. I was told they were not able to credit it back to the same account, that they would issue me a check and overnight it to me. That was Sept 15, and I have not received the check, and now they stated they are still cutting the check. Every time I call to check on the status, I get a different response. It is now 10/23/24, and I still have not received a check for money they should have not taken from my account.

  

  Business Response

  Date: 10/29/2024

  Thank you for your correspondence regarding our customer, ****** ******.
  On October 22, 2024, a PODS representative and Mr. ****** reached a mutually agreeable resolution, including a refund to the card on file, which addressed all billing concerns.
  At PODS Enterprises, LLC, we place great value on our customers and strive to maintain the highest standards in the industry. We genuinely regret any inconvenience Mr. ****** may have experienced. It is our commitment to provide exceptional customer service, and we are sorry to hear that his experience did not meet those expectations.
  When customers bring their concerns to our attention, we take their feedback seriously and review our processes to ensure we continually improve. We sincerely apologize for any instance where a customer is not completely satisfied with their PODS experience.
  
  

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22463887
  
  I am rejecting this response because: They did return the money, but that was the problem, they did not return the money to the card on file. After I alerted BBB within three days I received a check in the mail overnight service to resolve the issue. I only objected to the information they provide that they returned the money to the card on file. I am n longer in dispute with the PODs company
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/22/2024

  Type:Billing 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 used PODS over the summer of 2024 to move from ******* to ********. My complaint is to try to et others know abut their very confusing, and probably unfair (although I can't tell because I am thoroughly confused) billing practices. There are unclear designations on the billing statements, vaguely resembling the charges they claim. I disputed an amount and they just told me that they looked into it internally and all was in order. That is not readily discernible from my bill. I disputed the charge with my credit card and thought it finished. That was July 2024. Now, in October 2024, I got an e-mail that they are sending me to collections for this charge, after trying to contact me several times. They have not contacted me until today (Oct 22) and I just spent an hour with three different calls to try to figure it our. I am locked out of my account, so I cannot see anything. I am going to pay the charge just because they have worn me down, but I still don't understand what I'm being charged for.

  Customer Answer

  Date: 10/28/2024

   
  Better Business Bureau:
  
  

  PODS resolved the issue.  Thank you.

   

   

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

• Initial Complaint

  Date:10/22/2024

  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.

  Hired pods to move my house old goods from ********** to *******. They assured me that moving my things wouldnt take more than three weeks to my location in *******. Boxes were taking from my location in **********. On Sept 4 when I arrived in *******, started contacting this company to arrange for delivery, I couldnt speak to anybody representing this company by phone, so tried to use my account on the internet and that account was locked. And I was not able to reset that account. Numerous attempts were made to contact any representative to no avail. Charges keep piling up and I made more calls and was able to speak to a representative that appears to be outside the **** and it was hard to understand their English speaking abilities. On October 10 I was able to speak with a lady that said to make a payment for the transfer to take place on 19 October 2024. $6000.00 dollar approximately was paid to have this delivered attended. She said that no others fees were do except the delivery fee which was going to be less than $200.00 aprox. Right before the delivery a message was received asking me to cancel $488,00 dollars for next monthly storage or my items wouldnt be delivered on the date planned. Another series of emails were received asking for more money. I called Pods containers to confirm if my house old goods where going to be delivered as planned on 19 October 2024 and ******* which is a representative of the company mentioned that the containers where in ********** still. Send more email and made more calls to this company and now they do not want to talk to me they are just sending more messages saying that I will be applied more charges account #*********. Customer name: ***** ******. Ph ************

  

  Business Response

  Date: 10/28/2024

  I am in receipt of your correspondence concerning PODS customer ***** ******.   On October 23, 2024, contact to discuss the issue was initiated with Mr. ****** in order to address his pricing and delivery concerns and work on a resolution. 
  

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22458725
  
  I am rejecting this response because:
  

  Think about this: As of today 25 October 2024 @20:00 I dont have my house old goods, they were taken by pods on 27 August 2024 and I was promised by your representative initially : no more than 3 weeks for transfer of those Items to ********

  
  

  I arrived to ******* on 4 September 2024 and that same day I called Pods to inquire time estimate to receive my items and it was impossible to get hold of somebody, an automated service, every time, I was asked to punch several numbers until the call got cut but, no human answer. Very strange.

   

  I tried to log in to my account and I was locked, unable to reset my internet account. Very strange, I waited for a week and again tried to contact Pods without success. 

   

  I started receiving messages to my phone of charges accrued for monthly storage and my credit card was charged. At the same time other charges were applied to my credit card  and my bank notified me if I had authorized those charges and I never did, that was the main reason why my credit card was frozen not once but twice, mean time while I was able to talk to one of your rep. Which informed me that if I didnt pay for the storage, I wasnt going to receive my item in ********

   

   I spoke to *****, Seer and Cherry and they were not able to solve any issues for me and I got the phone hang on me after waiting almost an hour on each call. 

   

  Around 09 September I called Pods and spoke to a lady that said: I am going to help resolve this problem, I paid $5,646,95 dollars and supposedly my items were going to be delivered on 19 October, she mentioned that I was going to have to pay for the delivery only and no other charges.

   

  On 19 October I called Pods again, I continued to receive messages to my phone of more monthly charges accrued to my account and to pay or my items would not be delivered . That morning of the 19 of October I was able to talk to ******* from Pods, which informed me that my Items didnt arrive to ******* as Promised.

   

  Now you tell me: if you were on my shoes: What would you feel like after all this ordeal? What would you tell your family when they ask where are our things daddy?

    

  I do not know if my house old good are in the same condition I turned them into your companys hands, I hear horrible histories from others about the experiences they had dealing with your company.

   

  I only hope this nightmare goes away and I can go on with my life, as a Navy veteran and being on active duty for over 20 years and moving old goods all over the world, I have never had an experience like this, your companys something else!

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

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22458725
  
  I am rejecting this response because:

  I would like Pods to only reply directly to BBB regarding my complaint.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/11/2024

  I am in receipt of your correspondence concerning PODS customer, ***** ******.  In response to the BBB complaint filed by Mr. ***** ******, PODS would like to provide the following clarification:
  
  On October 23, 2024, October 28, 2024, and October 31, 2024, a PODS advocate engaged with Mr. ****** to address his billing concerns. A review of the account revealed that the order was initially booked on July 31, 2024, during which only the initial delivery dates for the containers were scheduled, along with a detailed breakdown of all applicable fees and discounts.
  
  Mr. ****** was informed of the results of the call review, including the clarification that once his past due balance was settled, the re-delivery fees to the new address would be applied. Additionally, he was advised that any future scheduling could be canceled until the past due balance was brought current.
  
  After these communications, Mr. ****** ceased communication via the PODS internal case and requested that he only be contacted through the BBB website. According to the account notes, Mr. ****** spoke with PODS Accounting on November 5, 2024,  and was reminded of the past due balance, in which Mr. ****** indicated that he needed to go to the hospital before abruptly ending the call.
  
  Throughout all interactions, Mr. ****** has insisted on the immediate delivery of his containers and has stated that no further fees will be paid once the containers are in transit. Despite PODS' clear explanations regarding the booking process and the fees associated with his account, Mr. ****** continues to dispute these charges.
  
  PODS remains committed to resolving this matter in a fair and timely manner. We are willing to work with Mr. ****** to bring his account current and resolve any misunderstandings regarding the fees and service terms.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22458725
  
  I am rejecting this response because:

  This company does not honor what their representatives said they can do over the phone or what they said they are going to do or what they promised to do over the phone. I am tangled in between their words which they dont fulfill what was agreed on my conversation on 6th October. How it is possible that I turned my things to their custody at the end of August and Today 12 of November 2024; the only reason they gave me is that I havent pay my storage, therefore they can keep my Items indefinitely and continue to add to my bill and with a treat over the phone: To pay or else! non of my request havent been satisfied like the time I spoke to one of their representatives on 6 October for delivery of my items on the 19 of October? I paid them a substantial amount to transfer my thing and it was confirmed by ******* over the phone: that they couldnt delivery because the shipping didnt arrive to ******* on time: Why do I have to suffer for their faulty coordination? How it is possible that all they have on their records is that I have a bill to pay and that is the only reason why they are retaining my items? Because of everything I exposed, I will continue with my complaint towards PODS. I would like a mediated resolution to my complaint, because I have rights to. I just dont want to deal directly with them anymore. Somebody has to be accountable. Whom will guarantee I will receive my items if they do and say whatever they want? Does the customer reasonably have a point or I havent done anything right so they are punishing me and my family because under their point of view they are all right and Im all wrong.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/18/2024

  In response to the BBB complaint filed by Mr. ***** ******, PODS would like to offer the following clarification:
  On November 11, 2024, both a message and an email were sent to ********* regarding his past-due balance. Subsequently, on November 16, 2024, ********* spoke with a representative from PODS accounting department concerning the outstanding balance related to monthly rental fees for his containers.During this call, Mr. ****** disconnected the call while the representative was speaking with him.
  As outlined in the rental agreement, which Mr. ****** accepted on July 31, 2024; the contents of his containers will be held until all past-due amounts are paid in full. Once the balance is resolved, ********************** can be scheduled for delivery.
  PODS respectfully requests that Mr. ****** contact the accounting department to bring his account current, at which point the necessary arrangements for his containers can be made.

• Initial Complaint

  Date:10/19/2024

  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.

  The pods company has been trying to charge my card EVERDAY FOR 6 MONTHS! They already picked up their stupid pod which I had to pay 600 dollars for, and I paid over 500 before that. I HAVE PICTURES OF WHERE THEY HAVE TRIED CHARGING MY CARD MULTIPLE TIMES A DAY, EVERYDAY, FOR SEVERAL MONTHS. I have NEVER had ANY company do this before. At this point I consider it harassment and attempted theft. They already received their payment and their pod MONTHS AGO. There is no reason for them to be charging me in the first place. The pictures Im providing are just from recent. They go farther back. Obviously, I paid what I owed because they came and picked the container up. So, theres no reason to be steadily charging me DAILY. If it doesnt stop, I will sue them for harassment and attempted theft.

  

  Business Response

  Date: 10/29/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******** ******* ( ******** ******). Thank you for bringing your concerns to our attention. I sincerely apologize for the frustration you've experienced regarding the charges on your card.
  The fees being applied were intended for the clean-out of the container due to contents being left inside upon final pickup. However, I want to assure you that these fees will be waived, and we will remove your card from our account to prevent any further charges.
  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:10/17/2024

  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 hired Pods Moving and Storage to move us from ***** to ******* On October 14th, the day of delivery in *******, they called and said they couldn't deliver that day and it would be delivered the next day, 10/15/24. October 15th was the day that they were supposed to remove it from my property. They then said that they couldn't pick it up until October 23, 2024. That is one day after my one month rental. Now they are charging me an extra $348.95 for their change. We have been on the phone with them for the last two days trying to get Pods to come get their empty container with no luck.

  Customer Answer

  Date: 10/21/2024

   
  Better Business Bureau:
  
  

  Thank you for your quick response in this matter. After one more call to Pods, they have come to get their unit from my property. 

   

   
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:10/15/2024

  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.

  The first delivery date was on September 5, 2024 was the first container the second container the same day , Both pick up on Sept. 7th 2024 Saturday morning at 7:00 am They have sent me text messages telling me that they have sent a container out of state than delivered a container to my old address I get a phone call from the police department telling me there is container at my old address call them to take it away. Now they have misplaced one of my containers.

  

  Business Response

  Date: 10/25/2024

  Thank you for your correspondence regarding Ms. ***** *******, a PODS Enterprises, LLC customer.
  On October 24, 2024, a ********************** representative contacted Ms. ******* via email, advising her that both of her containers are securely stored in our facility. According to our records, both containers were delivered on September 5, 2024. Container *****BX was returned to our storage facility on September 7, and Container *****VX was returned on October 1. Additionally, our records show that Ms. ******* accessed both containers on October 19, 2024.
  We can confirm that both containers are currently in storage and that neither container has been shipped out of the state. We sincerely apologize for any inconvenience this may have caused and are happy that we were able to resolve the matter.

  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.