Complaints

This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  1209 W Market St Smithfield, NC 27577-3338

• 

  Pods

  4816 Pods Way Chesapeake, VA 23320

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

• 

  PODS Moving & Storage

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

  

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:09/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PODs picked up shipping container full of my belongings a few months ago. I did not have exact city picked out in ***** yet, but was told shipping to ******, ***** would cost about 2800 total. Have had the container in storage and paying monthly storage fee. Called to find out what total would be to ship to home in ********* and was told they cannot ship to my home. The customer service *** filled out a form to request special assistance. I received an email the next day as a result of this request saying that they cannot ship to my home in *********, ** and I can come pick up my belongings in *******, **. No help whatsoever. I called PODs customer service again and helped the *** find the closest PODs depot to deliver to in ********, **. About 2.5 hours drive from me. I had to assist the customer service *** with finding this location since they don't appear to be equipped with the ability to search for closest location of a PODs depot. The total the PODs customer service *** came back with was significantly more than I was quoted for ******, **. And I still have to move my stuff twice, rent a Uhaul truck and drive 5 hours to obtain my items. The total quoted to have the PODs delivered to ********, ** is 3600. I asked if the 25% off promotion that I used extended to this amount and the customer service *** said it would not since they cannot deliver to my home. Makes no sense whatsoever. I have already paid a portion of the originally quoted price to pick up the PODS, so I was expecting my total to deliver to be in the $2000 area. **************** *** could not explain the significant increase in cost to deliver to a PODs depot. I feel like I am being extorted for more money since PODs has my items in their possession and I have no choice but to pay whatever cost they come up with to obtain them. Not sure why they cannot deliver to my home. There is no consideration for the inconvenience or extra cost to pick them up in ********, **.

  

  Business Response

  Date: 10/14/2024

  I am in receipt of your correspondence concerning PODS customer,  *********** Marriott. 
  On October 9th, 2024, our PODS advocate spoke with *********** Marriott to address scheduling concerns and 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 **** Smith  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: 11/19/2024

   
  Complaint: ********
  
  I am rejecting this response because:  See previous complaint #********. After a month of going back and forth, PODs agreed to settle with a payment of roughly $1500 to move container to *********, ** depot for me to pick up my belongings. After the email was sent, PODs accounting department then proceeded with attempting to charge my credit card for $3300 many times (see email attached) without my authorization. After roughly 9 attempts to charge the $3300 and several emails from myself sent, a credit was applied to the account to make it the correct amount, then PODs proceeded to attempt my credit card again, without my authorization, several times for the roughly $1500. At no point during these charges had I called to initiate the transit of the container and authorize charge on my credit card. During this time I demanded several times that all 3 credit cards on my account be removed- to this day, despite telling me several times they had removed the payment methods, all three credit cards remain on my account and will require me to call each company and have new credit cards sent due to utter lack of faith in PODs billing department. They seem to use the credit cards whenever they desire, without authorization. I recently paid PODs the roughly $1500 to initiate transit of the contained with my belongings and was told I would also have to pay for another month of storage of the **** The container was picked up on the 12th of November. The charge for another month of storage was attempted on my credit cards on the 14th. PODs insists that I must pay for storage of a container and also pay for transit at the same time. See attached email chain. Once again, PODs is using coercion and my belongings to attempt to charge me for extra fees. I was told today that I cannot pick up my belongings on 11/23/2024, as planned, unless I pay for storage of the container while I also have paid for the transit of the container. PODs moving and storage seems to make up charges as they desire.
  

  
  

  
  
  Sincerely,
  
  *********** Marriott

  

  Business Response

  Date: 11/25/2024

  In response to *********** Marriott's follow-up, PODS Enterprises, LLC has carefully reviewed the details provided. While we appreciate his additional comments, our position remains unchanged, and we are unable to amend our response on this matter.
  
  A settlement offer was reached, which the customer has accepted and credit was applied to the customers transit.
  
  Additionally, the monthly rental fee is outlined in the rental agreement and payment schedule, as well as our credit card autopay agreement. The customer agreed to these terms when the order was booked on June 10, 2024.
  
  PODS remains committed to delivering high-quality service and addressing customer concerns in a fair and transparent manner.
  Based on the results of this review, we respectfully request that you close this complaint as resolved.
  Thank you for your attention to this matter.

• Initial Complaint

  Date:09/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the SECOND complaint I’ve been forced to file with PODS. My original complaint was filed on 2/23/24 regarding my inability to arrange a pickup on one PODS storage container after multiple fruitless attempts, rude CSR whom I was unable to understand due to language barriers and being ignored or hung up one or calls never answered. ( See attached screen caption). PODS responded via email stating in fact they were at fault and I was to be compensated in the amount of $498.00 and I could FINALLY arrange a pickup time of the container and I would have to pay a $169.00 pickup fee. Container was removed by PODS and MONTHS later I start receiving calls from PODS stating I owed the $169.00 pick up fee. Please note I NEVER RECEIVED AN INVOICE FOR THIS FEE nor was I asked to pay when POD was picked up …I NEVER received the promised $495.00 compensation they claimed in aforementioned email which they stated would be refunded to my PODS account in 5-7 business days. It is now EIGHT months later. I’ve tried calling a few times but phone calls are ignored. I just gave up. Just like last time. Now PODS has reported me to a collection agency for non payment. Seriously, you can’t write more farcical fiction. I want the promised $495 credit to a card I WILL PROVIDE minus the $169.00 pick up fee. Previous card was cancelled and no longer in use. I want the collection agency called off and I want proof in writing. State attorney general will be contacted if this cant be resolved in a timely manner. I want PODS out of my life for good.

  

  Business Response

  Date: 10/09/2024

  I am in receipt of your correspondence concerning PODS
  customer **** ******. On October 1, 2024, and
  October 7, 2024, contact to discuss the issue was initiated with Ms. ****** in
  order to address her scheduling and billing concerns and work on a resolution.  Please have Ms. W*****
  respond to the email that was sent to her. 

• Initial Complaint

  Date:09/27/2024

  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.

  Charged me $4787.18 instead of $4,069.10 Called on 9/3/24 about the over charge. Had to talk to 3 different people who did not know that there was a discounted price on the invoice in black and white.Had to tell them where to look and the amount that shouldve been charged. Called on 9/16/24 to get my card off the automated payment system so that I can pay any charges myself. Was told it was taken off and it wasnt. Then pods canceled my destination original delivery date from 9/18/24 to 9/28/25. Called about the delivery date change and got a $100 discount off of the original price of $123.75 and waved monthly storage fee for October.Called to verify the delivery amount of $23.75 on Tuesday 9/24/24 and Thursday 9/26/24 to verify the new delivery charge of $23.75. It was verified. 9/27/24 checked my bank account and theres a pending charge of $123.75. Called 9/27/24 to see why the $123.75 is pending on my account vs. the ********** told that the $123.75 is just pending and the discount has been authorized. I hung up because I get told different things every time I call. Not to mention it sounded like this person didnt even know which company he was answering my call to. 9/27/24 Call pods head quarters in ****************** twice and there was no answer and the voicemail is full and cannot take messages.

  

  Business Response

  Date: 10/10/2024

  I am in receipt of your correspondence concerning PODS customer, ***************************.  On October 2, 2024, contact to discuss the issue was initiated with Ms. ******* to address her pricing concerns and work on a resolution. At this time, the dispute is under review.
  
  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 ********** 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:09/26/2024

  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.

  On August 26, *************************************************** ******* ********** because my husband and I were moving to ****** ******* when I went online to order the pod it asked me for my name and the ZIP Code where one of the pod delivered then it asked me for the ZIP Code where I want the pod sent then it asked me to pick what size pod Then there was an error message and when I went back, it took me back to The three pod sizes were showing I picked a pod and when I had to finished out and then was given the price of $508 so I accepted it and they delivered my pod , I put my stuff in there all my furniture and I had them pick it up on 3 September. My husband and I arrived in ****** ******* on the fifth. We moved into our house on the ninth and then I went online to set up a day and time for them to deliver the pod it asked me for the address I put in my Tucson address Box popped up and said it was out of my transit area please so I called I was told I to pay transit fee $4000. I knew nothing about never at any time did anything pop up when I was ordering the pod so I was a little shocked. I did nothave $4000 , so the *** told me he could give me a discount he knocked it down to 3200 and I was like why so I called back the next day and the number changed to 4800and then they took off the discounts and it came up to 3600. We need time to get the money together cause we didnt have it , but he literally said if I want my stuff I will have to pay $3600 and by definition that is extortion so we had no choice every time I called I got a different. I got different information so when it was when we finally got the money together, they told me that they would pick up my pot on 18th, but it wouldnt get delivered till My husband had a stroke in May and we are seniors with medical problems who ha to sleep on the floor because our bed was in the truck. My husband had medical equipment that he could not get to this company is not professional , lack compassion .

  

  Business Response

  Date: 10/09/2024

  I am in receipt of your correspondence concerning PODS customer, ***** *****. Upon thorough review, we have confirmed that the resolution provided to Mr. ***** is aligned with the findings of our investigation. Mr. ***** booked his order online, on August 26, 2024, as a local order. On September 11, 2024, Mr. ***** called into PODS and spoke with a representative to convert his local order to long distance. On September *******, Mr. ***** was not able to pay for the transportation of his container to his new destination and the scheduling was cancelled until September 14, 2024 when the payment went through and Mr. ***** called into PODS and rescheduled his container for delivery and pickup at his new location.
  While we understand Mr. ****** concerns and regret any inconvenience he may have experienced, we want to assure you that the matter was thoroughly reviewed, and our position remains unchanged.
  
  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 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:09/26/2024

  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.

  When the *** company came to pick up the *** they completely tore up the yard, the neighbors yard as well as hitting, running over, and breaking a fence. I filed a claim which they have denied based off the drivers word and saying its normal wear and tear that I agreed to in the rental agreement.I realize I agreed to certain wear and tear but this goes above and beyond that. Running over the fence is not normal wear and tear.

  

  Business Response

  Date: 09/30/2024

  I am in receipt of your correspondence concerning PODS customer,
  Munevver Ozbeytemur. Upon thorough review, we have confirmed that the
  resolution provided to Ms. Ozbeytemur is aligned with the findings of our
  investigation. Ms. Ozbeytemur reported that damage was caused to her neighbor’s
  fence during delivery. After reviewing the details with the delivery location,
  it was determined that no damage was caused by PODS. This information was
  communicated to Ms. Ozbeytemur on both September 25, 2024, and September 26,
  2024.
  While we understand Ms. Ozbeytemur’s concerns and regret any
  inconvenience she may have experienced, we want to assure you that the matter
  was thoroughly reviewed, and our position remains unchanged.
  We place tremendous value on our customers and strive to attain
  the highest standards in the industry. We sincerely regret any inconvenience
  that Ms. Ozbeytemur 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: 09/30/2024

   
  
  Complaint: 22342920
  
  
  
  I am rejecting this response because:
  
  
  First of all it’s not the neighbors fence, it’s mine. I’ve never said it was theirs. 
  Secondly, running over a fence, no matter whose it is is above and beyond normal wear and tear. 
  Thirdly, their driver is lying and they’re taking his word above mine. I have pictures to prove the yard was torn up and the fence was broken. 
  This is extremely bad customer service and it’s a shame because other than this issue I had a very good experience working with PODs. But I won’t be using them ever again. 
  
  Sincerely,
  
  
  
  Munevver Ozbeytemur

  

  Business Response

  Date: 10/09/2024

  I am in receipt of your correspondence concerning PODS customer, Munevver Ozbeytemur. On thorough review, we have confirmed that the resolution provided to Ms. Ozbeytemur is aligned with the findings of our investigation. Ms. Ozbeytemur reported that damage was caused to her neighbor’s fence during delivery. After reviewing the details with the delivery location, it was determined that no damage was caused by PODS. This information was communicated to Ms. Ozbeytemur on both September 25, 2024, and September 26, 2024. However, as a courtesy we have refunded Ms. Ozbeytemur the delivery fee of her container, on October 7, 2024. The refunded amount should be reflected in her account within the standard 3-5 business days. 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.

  Customer Answer

  Date: 10/16/2024

   
  
  Complaint: 22342920
  
  
  
  I am rejecting this response because:

  How can they say there was no damage caused by them?

  They did refund me the delivery fee and I've accepted it but I know they are wrong.  I will never be using their services again.

  
  
  
  Sincerely,
  
  
  
  Munevver Ozbeytemur

• Initial Complaint

  Date:09/25/2024

  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.

  On 9/11 I hired PODS to store and redeliver some contents of my household. I was quoted a price and then charged $100 (delivery protection)+$50/mo protection while stored. These were not mentioned at the time of the contract.

  

  Business Response

  Date: 10/01/2024

   I am in receipt of your correspondence concerning PODS
  customer, Luliana Puhakka.  On September 30th and October 1st, we
  contacted Luliana Puhakka to discuss Ms. Puhakka's pricing concerns.  We
  are currently awaiting Luliana Puhakka'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 Ms. Puhakka may have endured.   PODS Enterprises, LLC prides itself
  on its quality customer service and we regret that experienced anything less.
   We sincerely apologize for any instance where a customer is not
  completely satisfied with a PODS experience.  When a customer notifies our
  company of a less than satisfactory experience, we endeavor to review the
  processes that gave rise to the customer feedback and take appropriate measures
  to address their comments.

• Initial Complaint

  Date:09/24/2024

  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.

  From my first phone call I was lied to by this company. I was told I could order one *** and if there wasnt enough room I could swap it out and finish the move. This was partially true. They wont swap on the same day. I was hiring movers so that wouldnt work. I was deciding between a moving truck and the PODs. They will say anything you want to here. I needed to start the move in the morning because the *** would be in a fire lane and I didnt want it more than one night. I was guaranteed a no later than 9:00 am drop off. I put a $400.00 deposit on my movers. When it was too late to change to a moving company they told me their was no guarantee on the time. They didnt tell me until 8:30 the night before what time they were being delivered. They werent coming until the afternoon. I lost my deposit on my movers and had to hire a sub par movers, Which did not do a good job packing the pods and damaged a number of my furniture items. I also lost money on an extra night in a hotel room that I would not have needed. I lost a lot of my on this deal and would never advise anyone to use this company. I put in a complaint and they said they would look into it and maybe compensate me. I called several days later and there was no record of my complaint. I put in a new complaint and still havent heard anything. I deserve compensation for money lost and all the frustration and time they caused me. I paid over $7,000 and deserve at least $1,000 in compensation.

  

  Business Response

  Date: 09/26/2024

  I am in receipt of your correspondence
  concerning PODS customer Ms. Sandy Mullany-Scott  On September 26, 2024,
  contact to discuss the issue was initiated with Ms. Mullany-Scott 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. Mullany-Scott may have
  endured.   PODS Enterprises, LLC prides itself on its quality
  customer service and we regret that Ms. Mullany-Scott 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:09/23/2024

  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 complaint is in reference to order #****B49. I initially brought this concern up to the *** team via the phone, then email, then sent a certified letter to the corporate office. All concerns were dismissed despite incorrect information being provided, identified and confirmed for *** team in **********. My issue are the weight tickets that were provided. It took over a month for the weight tickets to be provided and two escalation tickets, (*****************). The dates/times are incorrect. For example, my driver confirmed that he took the container to be weighed before dropping it off to me on 14 May but the ticket provided showed the container was weighed on 13 May. Also, on 16 May the container was picked up and the driver left around 1:48pm but the weight ticket provided, said the continuer was weight at 1:51pm on 16 May. The ************* was on the other side of town so it was impossible for the container to be across town 2 minutes after leaving the property. Despite providing proof with time stamped photos and phone calls, my evidence has been dismissed and sent to the same representative that refused to help rectify the issue at a lower level, *******. *******, received the notifications via email and refused to respond to several request over a period of two months. Once the certified letter was sent, she replied and simply stated that she knew the tickets were incorrect but was unwilling to rectify the situation without having the tickets rejected through my chain of command. Unfortunately, submitting the tickets incorrectly, prevents me from adjusting my actual claim, shorts me out of money for my moving expenses and now I am in jeopardy of not getting paid out at all. It is my hope to finally resolve this with *** directly but so far my efforts have been dismissed and intentionally delayed by your leadership.

  

  Business Response

  Date: 09/30/2024

  I am in receipt of your correspondence concerning PODS customer,***** *******.  On September 26, 2024, and again on September 30, 2024, we initiated contact with Ms. ******* to address her concerns regarding her military weight tickets. In both instances, we provided guidance to help her resolve the issue with her TMO.
  
  We have provided Ms. ******* with the necessary weight tickets and advised her to submit them to her TMO for review. Should any issues arise after submission, we have requested that she send us both her signed DD2278 form and a formal notice from her *** stating that the tickets are not acceptable.
  
  We remain committed to working with Ms. ******* to resolve any further concerns once the requested documentation is received.
  

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22327802
  
  I am rejecting this response because: PODs requested me to submit a denied weight ticket and that is impossible. *** has no way to determine the validity of a weight ticket provided by a 3rd party. *** trust that the weight tickets provided are accurate from a trusted company. PODs is responsible for the accuracy of the tickets provided and have failed to provide accurate weight tickets. One weight ticket was weighed before a I requested the weight and the other ticket states that it was weighed while I still had the container. I requested over 6 times to have my case reviewed and was denied each time. PODs dismissed my concerns and refused to address my issues. I was denied a response until I sent a certified letter and even then the person who refused to address my issue was the same person that PODs had to reach back out. The review process was monopolized by one person and then she(********) began to ******* my emails with duplicate message. She requested that I get a refusal from my SO! She tried using military terms that dont apply and no one in the PODs organization stepped in to assist. If my claim were to be reviewed it had to be reviewed by her and she initially refused to respond to 4 email request over a month time frame before seeing my emails. My only option now to get paid for my move is to receive a quality inspection which takes on average 6 months to complete. I am taking my issues up with legal and will make sure that other service members know that PODs doesnt deserve to be a suggested vendor for our moves. There is no way to prove the weight tickets should be denied by ***. ***, cant hold a company accountable for fraud because *** didnt enter a contract with them. PODs provided inaccurate weight tickets and refused to even review the case. I am not satisfied with unethical practices and will not just let it go because PODs is a major company that can silence complaints. Their military statements should be removed because they are all lies. 

  ***** *******

  

  Business Response

  Date: 10/09/2024

  I am in receipt of your correspondence concerning PODS customer, ***** *******.  On September *******, and again on September 30, 2024, we initiated contact with Ms. ******* to address her concerns regarding her military weight tickets. In both instances,we provided guidance to help her resolve the issue with her TMO, and have not been responded to by Ms. ****************** have provided Ms. ******* with the necessary weight tickets and advised her to submit them to her TMO for review. Should any issues arise after submission, we have requested that she send us both her signed DD2278 form and a formal notice from her *** stating that the tickets are not acceptable.
  
  We remain committed to working with Ms. ******* to resolve any further concerns once the requested documentation is received.

• Initial Complaint

  Date:09/20/2024

  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.

  My husband and I used PODS to move from ******, ** to ******, **. We left CA on July 30, 2024 and the PODS were picked up that same day. I expected the PODS to be on the way and arrive in about a week, like I would. That was not the case. As we were leaving **, we got a call that the containers wouldn't arrive in ** until AUG 15. I have no idea why they had to take 2 extra weeks and they could't tell me. I knew that we would have to buy a bed to have something to sleep on until the PODS arrived. AUG 15 came and NO PODS. I called PODS and was told that my containers HAD NOT EVEN LEFT CA! I got a call later that night from someone at PODS in ****** and they told me that my PODS were SENT TO THE WRONG PLACE and I would be notified when I could expect them. The next day we were told they would arrive on Aug 28 - nearly a MONTH after we left **. So for 13 more days we had to wait on our stuff to arrive. I had to buy linens, pots & pans, we had limited clothing and no furniture to sit on. I called their "customer service" and explained the situation and they opened a case. A few days later they emailed and said they would settle this for $760. I told them that the bed and all the other stuff I had to buy was way more than that. Then they said $1000. I emailed and told them I wanted to have a conversation with a live person. They called me on SEPT 19 and said they weren't responsible for delays and the most they would give me was $1300. Then she asked for the receipts for the items we had to buy until our stuff arrived. This company has serious issues with logistics and their business tactics. I was charged "rent" on the containers when PODS was late with them and it was out of my control. I have no idea where my stuff has been and they cant tell me. when we finally did get our stuff it was like it had been left in the desert for a month covered in dirt and some items were damaged as well. We spent over $30,000 and we still haven't gotten any resolution or refund.

  

  Business Response

  Date: 09/23/2024

  I am in receipt of your correspondence concerning PODS customer, Jill Sanders.  The claim was reviewed by our PODS customer resolution team resulting in a presentation of a settlement offer with the hope of resolving the matter amicably.  We are currently waiting for the return of the document from the listed PODS customer that will enable the settlement offer to be processed.  
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Jill Sanders may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Jill Sanders 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: 10/24/2024

   
  Complaint: 22315774
  
  I am rejecting this response because:

  I have attached an email that I sent directly to PODS trying to resolve this issue myself without getting you involved. Also attached is the confirmation of service for delivery of our items om Aug 15, 2024, which DID NOT happen. We didnt get our belongings until Aug 28.
  
   
  
  My issues are these;
  
   
  
  1)      Yes they provided a service but NOT in a timely manner. When I called to ask where our things were, they couldnt tell me.
  
  2)      We were without our things for almost a full month no bed linens, no bath towels, no furniture, no plates or cups, etc.
  
  3)      We spent over $30,000 with this company and they offered a settlement of $1300. That amount is not enough for going without our belongings for 2 weeks more than was agreed upon, not to mention all the things we had to buy to be somewhat comfortable. I feel that we should be due more compensation than just $1300. That doesnt even cover the money we spent on replacement items.
  
  4)      I resent the fact that they expected us to sign a non-disclosure agreement stating that we could not discuss this matter with anyone after we accepted the settlement, which is why we didnt accept it. People need to know what a shoddy job they do and how uncaring about customer service and satisfaction they are. The fact that they wanted us to sign that NDA is in itself an admittance of wrongdoing on their part.
  
  5)      Every time I tried to talk to someone, they all told me they cant help me because its not their policy  - my question is why is it NOT your policy to take care of an unhappy customer in the interest of customer service?
  
   
  
  If this is not resolved in an acceptable manner, we plan to take it further. The court of public opinion can be a mighty force.
  
   
  
  Please let me know if you need any further information.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 10/25/2024

  We apologize that the resolution was not in line with **** ******* expectations, however the offer presented was fair and reasonable based on the facts of the case.    We welcome the return of the necessary document that was sent to **** ******* in order to process the settlement to resolve the claim.
   
  
  

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22315774
  
  I am rejecting this response because:

  I received an email on Oct 28 with a lame response from PODS. I am not satisfied with any of this. They have only offered what they consider to be reasonable, not me. I feel that being lied to and not knowing where my belongings are for a month is deserving of more. In my opinion it is NOT resolved.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/18/2024

  We appreciate **** ******* feedback, however, the claim was thoroughly reviewed and the circumstances of the case did not lead to the ability to offer any further compensation as **** ******* has received the maximum amount that we could provide in this instance.  In addition, per our PODS rental agreement, PODS does not actually provide compensation for the outlined concerns in the claim although we did offer the settlement amount as a gesture of goodwill.   We appreciate the opportunity to have been able to review **** ******* claim, however, PODS Enterprises, LLC position remains the same in this case that no further credit refund would be able to be granted. 

• Initial Complaint

  Date:09/19/2024

  Type:Product 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 was charged in error for an extra month's storage at the PODS warehouse facility, as they failed to close my account after I emptied the container on 24th August. The deadline was 26th, so it was well within the time. On 28th August I noticed a charge of $434.15 had been taken from my account, so I called customer service immediately. They agreed the error was on their side and that I would receive a refund. However, because I had initially paid for their service using ******, the funds couldn't be reversed; I received a call on 29th August asking for my address so they could send a check. I hadn't received the check by 9th September so I called customer service, verified it was the correct address, and was advised to wait longer. I sent an email on 10th September, which was ignored, and called again on 12th for an update. All they could suggest was waiting longer. It's now 19th September and no check has been received. The money should never have been taken in the first place and I'm annoyed that I've had to follow this up so many times with no resolution. I see no reason a check should take more than three weeks to arrive and I now wish to escalate the case.

  

  Business Response

  Date: 09/30/2024

  I am in receipt of your correspondence concerning PODS
  customer, Gemma Osman. Due to unforeseen circumstances, Ms. Osman was
  charged a fee in error. I would like to assure you that we have promptly
  addressed this issue, and as of September 27, 2024, she has been refunded in
  full. The refunded amount should be reflected in her account within the
  standard 3-5 business days. 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.
  

  Customer Answer

  Date: 10/03/2024

   
  
  Complaint: 22311242
  
  
  
  I am rejecting this response because: It's a lie. My money hasn't been refunded and I'm unsure which 'account' they're referring to. It was made clear to me on the number of occasions I called Customer Service that they couldn't refund directly to my bank, it would need to be by check, as the payment was taken via PayPal. Nevertheless, I've allowed the full five business days for this fictitious refund to process, before searching any 'account' it may have materialized within (PayPal and bank account). Obviously it isn't there. Why are they lying? Why can't they re-send a check? 

  I expect this matter to be addressed immediately by PODS otherwise I will be taking further action.
  
  
  
  Sincerely,
  
  
  
  Gemma Osman

  

  Business Response

  Date: 10/09/2024

  I am in receipt of your correspondence concerning PODS
  customer, Gemma Osman. Due to unforeseen circumstances, Ms. Osman was
  charged a fee in error. I would like to assure you that we have promptly
  addressed this issue, and as of September 27, 2024, she has been refunded in
  full. The refunded amount should be reflected in her account within the
  standard 7-14 business days for the physical check to arrive. 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.

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22311242, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Gemma Osman