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:10/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an account with **********************, I advised them of medical hardship,but they did not respond to me. I tried all including reaching out to HQ in **. When I set up PODS last year 6/23. I was told my PODs would be in *********** before I was. Now when I wanted to set them up for delivery they wanted an extra $6k as they were till in IL. I was on medical leave and had no way of paying that. They sent me an auction notice which was while I was here during the hurricane, I sent them a ** number as my brother who is the co owner and emergency contact on the account - whom they never reached out to as I was in the hospital , which is exactly why they have that info. I was told they auctioned them off regardless. I reached out to grants, hardship, corporate sales as I was a corporate client for ** ****** and to no avail. Someone in that department actioned the request and emailed me it was being assigned to someone. Well it wasn't as when I went to follow up this is where it stood. I asked for a week or a month delay so I could explore options like ** myself. If these truly were auctioned off, my kids now have lost every shred of their childhood and ,y family as they started over here in 1969 when the Russians invaded ******, so it has photo albums of them as well. I am devastated if thats the truth. I don't know even know what I would tell my kids, well 18 & 21 now that all their possession's are now gone. As Saturday I received an email to call , and was told the PODs are still there,id be followed up with me. I sent the ************ go there , and PODs lied to them and that was it, but a report was filed and I looked like the liar. I went to the ******************************* location looking for some help and received zero.I spoke with ***** at he facility he too was no help and said they were auctioned, I replied the ** is valid as I spoke with the attorney, they had no clue. The Bk is valid for that. PODS also cost me $10k when this started as they never delivered my POD on time.

  

  Business Response

  Date: 10/19/2024

  I am in receipt of your correspondence concerning ******** *****. Due to her concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time.  Upon completion of the review, a member of our PODS Billing/Collections team will reach out to Ms. ***** directly to discuss. 
  
  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.

  

  Business Response

  Date: 10/23/2024

  PODS Enterprises, LLC has received your recent correspondence regarding customer ******** *****. We understand that Ms. ***** is going through a difficult time, and we have done our best to work with her throughout this process. When she booked her container in June 2023, all pricingincluding her monthly rental and long-distance transportation feeswas communicated clearly. Unfortunately, from the start, Ms. ****** PODS account had an outstanding balance, which, despite our months-long efforts to assist, led to the auction of her containers in October 2024. This step was taken as a last resort after exploring several options with her.
  
   
  
  The bankruptcy paperwork Ms. ***** provided to us did not have her as the debtor. Accordingly, she was not in bankruptcy at the time of the sale. Due to the concerning tone and content of some of Ms. ****** recent communications to our associates, we have advised her not to visit a PODS location. If necessary, local law enforcement will be contacted to ensure the safety of our team.
  
   
  
  We recognize that Ms. ***** is facing some difficult challenges, but PODS made every effort to help find a resolution. Our goal is always to approach these matters with compassion and understanding for everyone involved.

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22420425
  
  I am rejecting this response because:simply because I have not heard back from them. They had an attorney tell me to do all contact with him. Well, i tried. I requested a payoff total and thr PODS where they were supposed to be. I would never have used PODs if they didn't tell me the PODs would be here before me. Never told me that then there would be an additional massive charge. They caused my home closing to be delayed, which cost me over 10k. The monthly charges are ridiculous and have somehow gone up. I am a corporate client with ****************************, we are also supplier relations. Office of the CEO or HQ don't call back, no one responds on ******** and mainly the lawyer never got back to me. That was 10/13. With their delay in delivery of the 2nd ***, which I was told would be no charge due to the error. I had people there packing up and staging and the *** never showed. Then, somehow, we had to load it up ourselves (me, medically disabled and 2 kids. as I couldn't pay people any more for the workers. I paid over $6K for packers and moving minimally, that waited for the *** to be delivered, and we tracked it and it was coming, and Nope.I need this resolved there are irreplaceable family history there from when my family came over with nothing when the Russians invaded ****** in 1969, I don't know how to tell my brother, and 2 kids - the only family , that their childhood memories are gone, as well as mine ,my families. Clothing ,furniture all which I need and never would've been in storage for more than 2 months IF they were here. Literally nothing left,I cant even function due to this possible loss and lack of communication from them. Please please just deliver my PODs to me so I can sleep and work, its causing now an issue with my company , which is a corporate client of ours, and supplier relations. I can't lose my job due to this.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 11/07/2024

  have received your correspondence regarding PODS customer Ms. ******************** Unfortunately, as outlined in our previous responses, there is nothing further we can do to assist. The container was auctioned following multiple attempts to bring the account current.
  

• Initial Complaint

  Date:10/10/2024

  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.

  A driver for PODS moving and storage was picking up a POD on August ___ at 130pm. In doing so he maneuvered the lift into a parked vehicle belonging to another tenant in the building. He caused visible damage to the vehicle/license plate. Even though there were multiple witnesses to this incident and it is on camera he refused to provide them insurance information and told them they would have to reach out to PODS.The entire incident was documented and the tenant who used PODS services contacted the company after the driver refused to provide information and they have denied responsibility because the driver claims he didn't hit anything.

  

  Business Response

  Date: 10/28/2024

   

  I am in receipt of your correspondence concerning PODS customer,****** ********.  On October 28th, 2024, we reached out to ****** ******** to discuss the scheduling concerns and requested documentation needed to proceed with the next steps in the claims process. We are currently awaiting a response from ****** to continue addressing the issue.

• Initial Complaint

  Date:10/09/2024

  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.

  The PODS delivery driver of my 4 16ft PODS was very late, cussed me out, was verbally aggressive, purposefully very slow, and broke my concrete driveway from keep driving PODZilla over the edge of the driveway in the same spot. I rented 4 16ft PODS from TX pickup. All 4 were delivered empty, picked up, then all picked up within the PODS time window. The first 2 delivery PODS were within the time window, then the last two PODS were delivered 4-5 hours after the end of my time window. I texted him back to ask why it was going to be delivered so late. When the driver did show up he didn't greet me at all and was moving very very slow. After finally putting the first POD down, I saw him wiping down his truck before loading the 2nd POD. I went down the driveway to ask him what he was doing. He then began to cuss me out saying he had been up since 3am to get my stuff, asked me if I lost everything in Hurricane ******, and when I told him that PODS logistics didn't keep me up to date so I could manage needs, he asked me if I wanted my stuff. He then drove over the edge of my driveway over and over in the same spot, and put a crack in my driveway. I asked him if I needed to move my nearby parked car off the other side and off the driveway and he said no. We are confident he was taking much longer than normal as I have seen 4 other PODZilla operators who were very friendly, fast, and efficient. I can overlook being cussed out by the employee as it appears he lost things in ******. I cannot though tolerate him taking excessive time and driving off my driveway again and again near my new plants (he relocated rocks and lighting), then causing a crack in my driveway without saying a word. He never spoke to me unless I asked him a direct question. I expect PODS to either replace that piece of concrete pad, or do a full depth reconstruction to reinforce and re-cement that entire compromised part of my driveway, or refund me the cost of a concrete company quote to fix.

  

  Business Response

  Date: 10/25/2024

  I am in receipt of your correspondence concerning PODS customer ****** Kachinski  On October 25th, 2024, contact to discuss the issue was initiated with Mr. ***************** order to address driveway damage 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. ****************** have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Mr. ************************** anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

• Initial Complaint

  Date:10/09/2024

  Type:Order 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 entered into a contract with PODS on 9/30/24 about moving a rented unit from ** to MD. The contract stated that PODS would retrieve my rented unit for $943.52 from my PA address on 10/4/24, transport it to ************* 10/5/24 then to ************ 10/9/24 and redeliver for $181 to my MD address 10/10/24 and then they would retrieve the empty unit 10/14/24. They never picked up the unit 10/4/24 telling me the driver tried to but it was raining in ** but he took pictures of it on the back of the truck and that it was picked up. My tenants sent me pictures of the unit still there 10/6/24. I received an email 10/7/24 thanking me for the update to my Change Order Confirmation. I never made any changes and have adamantly disapproved of the dates now being given. the unit was in fact picked up on 10/8/24 from my PA home but now will not be at my MD home until 10/16/24. This is unacceptable. In trying to discuss this matter over the phone, I am ****** off, two PODS **** hung up on me, I was demanding to speak with a manager. Honoring my contract as written and not to pay any additional fees (they already breached the contract) is all I want.

  

  Business Response

  Date: 10/24/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** ******. On October 17th, 2024, our PODS advocate reached out to Ms. ****** to discuss the next steps in the claims process.  We have offered the customer a settlement refund, and they have accepted. As of October 17th, 2024 a resolution reached,we have confirmed with Ms. ****** that the issue was addressed to their satisfaction. Based on this, we ask that you close this complaint as resolved.Thank you.

  Customer Answer

  Date: 10/26/2024

   
  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:10/06/2024

  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.

  On 28th of Sept 24, I authorized a one-time payment using my debit/credit card with the clear understanding that this payment was for that instance only. I explicitly communicated to PODS that this card was not to be used for any future transactions. However, on the 2nd of Oct 24, five days later, I noticed that PODS processed an unauthorized charge to my account in the amount of $163.This unauthorized transaction has resulted in financial strain, including power bill, bill gas being returned for non payment funds being taken from my savings to cover bank fees including the charge made from PODS. As this charge was made without my approval, PODS violated our agreement and failed to act in good faith. Ignoring the disclosure of payment being made as a ONE TIME payment only!

  

  Business Response

  Date: 10/15/2024

  I am in receipt of your correspondence concerning ***** *****.  Due to her concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time.  Upon completion of the review, a member of our PODS Billing/Collections team will reach out to Ms. ***** directly to discuss.  
   
  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.
  
  

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22387461
  
  I am rejecting this response because: My complaint concerns the unauthorized use of a payment method that was intended for a one-time payment authorization only. Despite the clear terms of authorization, PODS processed a subsequent payment of $162.62 without my consent.
  This unauthorized transaction caused significant financial disruptions. As a result of this unexpected charge, three of my bills were returned by my banking institution, resulting in insufficient funds (***) fees totaling $135. These overdraft charges, along with the unauthorized payment, have placed me under financial strain, making it difficult to cover other essential expenses.
  I brought this issue to the attention of PODS and specifically addressed it with Jasmine, a representative of the company. I requested a credit towards my balance to compensate for the companys negligence in adhering to the one-time payment agreement. However, Jasmine refused to honor my request, stating after the fact that because there was a past-due balance, it was justifiable for PODS to withdraw the payment from my account without my authorization and  no one notifying me of this before hand. This explanation does not excuse the company's disregard for my payment instructions and their use of my credit card without my permission.
  While PODS has since refunded the $162.62 that was withdrawn without my consent, this refund does not rectify the companys negligence and disregard for my request that my card not be kept on file for future use. The refund fails to address the additional financial hardship I experienced, including the resulting overdraft fees and the temporary shortfall caused by the unauthorized payment.
  As a resolution to this matter, I am requesting the following:
  A credit of $162.62 to my account, representing the amount that was taken without my permission.
  A credit of $135 to cover the *** fees charged by my bank as a direct consequence of PODS's unauthorized action.
  I believe this resolution is fair and reasonable, considering the negligence on the part of PODS and the financial impact their actions have had on my personal finances. I hope that this matter can be resolved swiftly and amicably.
  
  

  

  Business Response

  Date: 10/31/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, E'rica *****.  On October 26th, 2024  a PODS representative and Ms. ***** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.   The refund will be completed, satisfactorily resolving the issue.

• Initial Complaint

  Date:10/05/2024

  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.

  PODS gave a date for pickup of our units on 9/30/2024 of 11:00-2:00. They did not give a window until 8:00am that morning. Our HOA requires we be there for the pickup we prepared for the 11:00am pickup.. The driver called an hour and a half before the window and said it would have to be rescheduled because we could not get there. We were on track to be there at the 11:00 time not the time PODS chose. To reschedule we had to pay $150.00 for the rescheduling of the pickup for Oct. 2, 2024, for both our units. On Oct. 1, we learned they were only picking up one unit, which put us in violation with the ********** They rescheduled us for 10/5/2024, which meant we had to take off work again. They came a day early and gave us confirmation early so it was picked up on 10/4/2024. PODS did not keep their word as to the timing of the pickup, then made us pay for the rescheduling, and then did not pick up both the units on the date we paid for. PODS response is no one can tell us when PODS will actually arrive to pick up the containers. The three hour window for pickup is just a courtesy. I want to know who does not schedule a move? My schedule does not shift because theirs did. I have used PODS several times in the past and never had this many issues. They need to abandon the ***

  

  Business Response

  Date: 10/16/2024

  I am in receipt of your correspondence concerning PODS
  customer, Dianne Street. Due to unforeseen circumstances, Ms. Street was
  charged a fee due to cancellation. I would like to assure you that we have
  promptly addressed this issue, and as of October 15, 2024, PODS has offered
  compensation for the fee. Please have Ms. Street reach out to the email that
  was provided for the acceptance of the fee.
  

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22385339, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Dianne Street

• Initial Complaint

  Date:10/04/2024

  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 07/15/2024 I booked (2) PODs for pick-up in **********,N.C. and delivery at an address to be announced in ********. I had a *************************************** which we both spoke of the need for an address location for delivery prior to August ******* or I would be charged again for storage. I paid an initial separate invoice PODS007784074 totaling $833.45 of which $477.00 was storage of two PODS. I was told and it was reiterated several times in this conversation that no additional storage fee would be incurred ,if I had a delivery location 24 hours prior to August *******. I called on August ******* with the location as to what I was told would put the PODS in transit. The PODs were delivered in ******** on September ****** and picked up separately on September 7th and 9th. I paid a separate invoice of $295.26 under #PODS008043507. I reached out to PODS via emails about the below listed invoice #PODS007976568. This invoice total is $6,754.66 of which two additional storage charges are itemized ($318.00 x2)totaling $636.00. I have requested the recorded conversation from PODS but was advised that this must be subpoenaed. The reason for this request was I was quoted a one sentence agent verbiage of an empty container and granted no access or review by PODS of verbiage that would clearly support my claim. The amount of sentences that would contradict that one sentence are numerous. The containers would never be empty in **********,N.C. ,as they were to be transported. Also, why were these sentences accepted and never corrected? I definitely mentioned that I need to get an address as told by the representative 24 hours prior to August ******* , to avoid these additional charges. PODS refused to review this 51 minute verbal booking in its entirety and is avoiding the misrepresentation by the PODS agent. The total bill is $6,754.66 of which Im disputing the additional storage fee of $636.00.

  

  Business Response

  Date: 10/15/2024

  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 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: 10/23/2024

   
  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:10/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a PODS container for storage. In an email from PODS. I was given an estimated 3-hour delivery window and was told that the driver would call me when they are on their way. I was home all afternoon and didn't receive the promised call. At some point the delivery took place, but no one knocked on the door or rang the doorbell to let me know where the container was being placed in the driveway. Sometime later, I looked out and realized that the container had been delivered and that it had been placed in the wrong side of the driveway.

  

  Business Response

  Date: 10/15/2024

  I am in receipt of your correspondence concerning PODS customer, **** ********. Due to unforeseen circumstances, Mr. ******** container was not placed where he wanted and the delivery driver did not call the customer for guidance, as such ********************** offered Mr. ******** compensation for the error, however, Mr. ******** has declined. I would like to assure you that we have promptly addressed this issue, and if Mr. ******** would like to accept the offer please have Mr. ******** reach out to the email provided. We apologize for any inconvenience this may have caused and appreciate your understanding.If there are further inquiries or if additional information is required, please feel free to reach out.

• Initial Complaint

  Date:10/03/2024

  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.

  I am writing representing my elderly mother (***** *****). She purchased a PODS to store her living room furniture during an unplanned remodel. According to the website, PODS "container is designed to protect your items against typical weather conditions such as falling rain and snow." PODS was loaded following the recommended steps outlined by PODS and closed for protection from the elements. Upon opening, it was determined there was a significant leak in the unit, destroying ******* couch and chair. This damage was caused by the negligence of PODS in delivering a damaged unit. ***** entered into an agreement with PODS with the good faith understanding that her material products would be safe from the typical elements that was not the case. After multiple back and forth they offered $250 for the damages. The unit alone cost $557 and the furniture was solid wood frame, antique furniture. ****** (support **** requested that my elderly mom take the furniture for appraisal and has demanded a receipt showing the cost of the furniture. I fully believe she is attempting to take advantage of an elderly couple who are not tech savvy; refusing telephone conversations, not responding to messages, and making unrealistic demands. The chairs are antiques and even if a receipt were available, the cost on that receipt would be meaningless, given inflation and the quality of goods and products today. ***** has does everything in her power to properly document and request support. She sent pictures of the furniture and offered to allow an adjuster to come and view them. The poor business practices of PODS, as well as their failure to deliver on their product is unacceptable. We have requested to speak to a manager, as ****** has been unsupportive, uncommunicative, and unhelpful. She refuses to put us in contact with additional customer support and denied the claim. We are requesting full refund for PODS, which did not protect the furniture as promised and renumeration for damages.

  

  Business Response

  Date: 10/15/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused to Ms. ***** and her family, and we understand the frustration they are experiencing with the situation. Please know that at PODS, we are committed to providing the best service possible and resolving issues promptly and fairly.
  Regarding the claim for the damage to Ms. ****** furniture, we want to reiterate that PODS follows a standard claims process based on industry guidelines, which includes depreciation calculations for items that may have been damaged. As outlined in our Terms of Service, PODS containers are designed to protect against typical weather conditions, and our goal is to provide a safe storage environment for all items stored in our containers.
  Our position is not to offer a full refund for the container rental as requested, but rather to address claims of damage to personal property based on the standard claims process. As part of this process, we require documentation to substantiate the claim for damage to specific items, including purchase receipts and year of purchase. Without this information, we cannot accurately determine compensation according to our guidelines, which are aligned with military depreciation standards.
  We understand that antique furniture can be difficult to appraise, and we do not require a professional appraisal. However, we kindly ask Ms. ***** to provide as much information as possible regarding the furniture in question. This includes any available purchase receipts, photographs, or other relevant documentation that can help us determine the value of the items. We would be happy to proceed with the claim once we receive this information, and we are willing to work with Ms. ***** to make this process as simple as possible.
  Additionally, I want to assure you that our representative, ******, did her best to guide Ms. ***** through the claims process and request the necessary documentation. While we understand that Ms. ****** family may not be familiar with technology, we are here to assist in any way we can to make this process more manageable. We encourage her to reach out via phone if needed, as we are more than willing to explain the process and assist further.
  In closing, we hope to resolve this matter to Ms. ******* satisfaction, and we look forward to receiving the requested documentation so we can proceed with the claim. Please do not hesitate to contact us directly with any further questions or concerns. 

   

• Initial Complaint

  Date:10/03/2024

  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 was behind a couple months on payment and called to pay 1 month. I specifically told them the rest would be paid in two weeks. I authorized 1 payment and they took 2 payments. I had no knowledge of a second payment being taken, and it is not the first time they had done this. This is more like the 3rd or 4th time and everyone my account has over drafted. They refuse to return the payments they took without my knowledge. They even locked me out of my account.

  

  Business Response

  Date: 10/03/2024

  I am in receipt of your correspondence concerning Angelle Jones.   Due to Angelle Jones’ concerns being directly related to the billing, the account is under review with our PODS Billing/Collections department at this time.  Upon completion of the review, a member of our PODS Billing/Collections team will reach out to Angelle Jones directly to discuss. 
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Angelle Jones may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that Angelle Jones 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: 10/04/2024

   
  
  Complaint: 22373880
  
  
  
  I am rejecting this response because: this is illegal and they've done this now than once. Honestly, I would like them to forgive the two months owed. It's already scheduled for pickup. They've done enough damage.
  
  
  
  Sincerely,
  
  
  
  Angelle Jones

  

  Business Response

  Date: 10/14/2024

  We appreciate Angelle Jones’ feedback and apologize as we would not be able to meet the request to waive fees.    One of our PODS billing/collection team members has been in contact with Angelle Jones’ to address billing concerns.  The outstanding balance on the account is valid for services that were provided.   
   
   
  
  

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22373880
  
  
  
  I am rejecting this response because:

  Every time they have taken more money than what they were authorized to take, they over drafted my account, which then occurred fees. That then put me behind in other bills. When my paycheck is deposited, I no longer have the full check in suppose to have, I have more that $500 less not including the overdraft fees occurred because they took money that wasn't in my account. No, they don't know how much money I have in my account, nor should they. Nor should they authorize payments on people's accounts that the account owner did not approve. My account is still in the negative still to this day, because they decided to take over $500 out of my account. All of my money is accounted for and when that kind of money is taken out, and it's not going to what is meant for, it takes me a while to get back in the positive. I've already reported them to the FTC and they are working on a class action suit. I'll get it compensated one way or another. 
  
  
  
  Sincerely,
  
  
  
  Angelle Jones