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

  601 NW Mercantile Pl Port Saint Lucie, FL 34986-2258

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

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  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:09/13/2024

  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.

  Summary: PODS refused to deliver to our new address after picking up our container so we had to hire a moving company to go get all the stuff from their storage facility. Then they "reviewed" the case and found no wrongdoing on their own behalf and told us we'd have to take legal action if we wanted any kind of resolution. After loading all of our stuff into a container at the apartments we were moving out of, successfully having it picked up, and finally having it delivered to a PODS facility 30 minutes away from our new apartment, we got a call the morning of our scheduled delivery saying that PODS had an internal (and unwritten) policy against leaving containers on the street in our new city. This is confusing because the city we were moving to sells permits that are explicitly for PODS containers to be left on the street. Also, if you call PODS and ask whether containers can be left on the street (as we have now done several times) they will always tell you that they can be. We were told on drop-off day that because we did not have access to a driveway we had no options for delivery. We ended up paying a huge sum of money to a local moving company to pick up our stuff from the PODS storage facility. When we requested that PODS refund the money we had paid them after misleading us into thinking they would deliver to our new address they assigned a case to a "customer resolution specialist" who "reviewed" the original call in which we booked the container then emailed us to say that we had verbally approved moving forward without delivery, something we do not recall doing and would not have done as it made the container essentially useless. When we asked to have a transcript or copy of the call we were told "You would need to obtain a court-ordered subpoena for the recordings". Now PODS has stopped responding to emails entirely.

  

  Business Response

  Date: 09/25/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,  ******** ******. On September 18th, 2024, our PODS advocate reached out to  ******** ****** to discuss the next steps in the claims process.  We have offered the customer a settlement refund, and are waiting on their response.
  
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that scheduling delay  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: 09/25/2024

   
  Complaint: 22282711
  
  I am rejecting this response because: nobody from PODS has contacted me. In their response they claim to have contacted a customer named ******** ****** which is not my name (as is clearly shown in the documents I submitted with my original complaint). Again, nobody from PODS has contacted me or offered any type of refund and they are attempting to claim that the case is resolved by citing a random person who has nothing to do with it. This seems to be a continued pattern of dishonesty and bad faith tactics on the part of PODS.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 10/01/2024

  Good Afternoon,

  
  On September 16th, 17th, and 18th, we made multiple attempts to contact our customer, ********* ******, but received no response. According to our records, ****** ***** is not a PODS customer, and no services were provided to them. We kindly request that this complaint be removed from PODS' record, as it does not apply to our services. Thank you for your attention to this matter.

   

   

  Customer Answer

  Date: 10/02/2024

  I am writing on behalf of my wife, **** **, who booked the moving container for our family. The order confirmation is attached.

  

  Business Response

  Date: 10/14/2024

  In response to the additional feedback received, PODS Enterprises,LLC revisited and carefully reconsidered the matter. After a thorough review,the company's position remains unchanged.
  PODS Enterprises, LLC regrets that it is unable to alter its stance on this issue, but the situation was thoroughly reviewed to ensure accuracy and fairness in the resolution provided. All interactions between the customer, **** **, and ********************** associates were conducted appropriately.
  During the phone call on April 23, 2024, at 6:51 PM, the PODS agent informed the customer that street placement was not allowed, and Ms. ** did not have a driveway. Despite being advised that the delivery could not proceed under these conditions, Ms. ** chose to move forward with the delivery.
  Following this, the agent transferred the customer to the automatic disclosure line, which outlines the terms and conditions. Ms. ** agreed to those terms during that interaction.
  The inquiry was escalated to the senior customer resolution team,which conducted a comprehensive review. The original decision communicated to Ms. ** remains the final decision, and the matter will not be escalated further. PODS Enterprises, LLC hopes that the customer will accept this resolution.

• Initial Complaint

  Date:09/13/2024

  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.

  Fell behind after cancer surgery last month. Was contacted in, I believe, early August this year. I tried to **** out some sort of payment arrangement but was told it's all or nothing. The only choice I had was to sign a resolution agreement and schedule pick up at the PODS location. Right in the middle of all this I called the moving company to make a reservation. My card was declined. There were several suspicious activities and the card was canceled. A new card was issued and was due to me on Sept. 10th, also the final pickup date for my items. I called PODS and explained the situation. Was told I could reschedule the pickup when my card arrived, provisional date Sept 12. The card actually arrived on the 12th and when I called to activate was told by bank the account had been permanently closed because of the suspicious activity and not eligible for reissue. I had cleaned out my bank account for the settlement payment so was depending on the card to pay movers. I was reduced to asking my 95 yo mother for the loan of her credit card. When I called to schedule pickup, for today, actually, was told by an incredibly rude and inflexible woman (******* (sp)) that since I did not pick up on the 10th I had no valid claim to all my worldly goods. I moved to ** from ** in Dec 2019. My brother and I have been living in an extended-stay motel since 2020. All that time I've been paying approximately $650 a month to them in addition to a $7,000+ fee to move the containers. So now I have paid them all that, plus pick-up fees, plus $2477 as a resolution fee and have been told PODS doesn't care and my stuff is theirs. Three pods worth. I had them paid up through next week, had moving Company lined1up, and a new storage facility lined up for only $225 a month. They couldn't work with me for another day after being told it was no problem. I'm 73 yo living on Social Security. I'm doing the best I can here and just want a chance to get my property ransomed from PODS.

  

  Business Response

  Date: 09/18/2024

        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 her 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 ******* *********** 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:09/12/2024

  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 have a paper that shows what I have been since November and have been trying to get it picked for mi the but in. I regard. I have been overcharged

  

  Business Response

  Date: 09/24/2024

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Linda Jaques. On September 19th, 2024, a PODS representative and Ms. Jacques reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.  We are currently awaiting return of the documentation to enable the credit and once returned, the refund will be completed, satisfactorily resolving the issue.

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As my upcoming move I have decided to use PODS MOVING AND STORAGE for my move. This would have been my second time using this company because my past experience was excellent. This second experience not so much. I got my Pod delivered on August ******. Upon expecting my container I noticed this container was different from the last time I used pods. This container had a loose roof and the inside was all wood in which the wood looked wet. We had to a few rain storms in ** and my area was effected with lots of water all hours of the day and night. When I was ready to load my *** I noticed the inside of the *** was still looking wet. I had a moving sale prior before loading up my ***. I had the pod for 30 days so I really had no time frame other than I had 30 days. The rain storms slowed down the week of August 22, 2024. I called their customer service to explain the pod was still wet looking and concerned about leaks from the roof, I was told Why I waited so long to mention this (so I clearly told the *** what I stated in this statement. Then I was told Dont worry your in good hands with PODS, and your stuff will be safeMoving forward to August *******, my pod was scheduled to be picked up and delivered to my new address. On September ****** as I started to unload the ***, I noticed my container lids that stored my belongings had mounds of ants. I took photos, I immediately called pods again and was advised to make a claim. Upon making the claim I was told again, Your in good hands with PODS, and PODS will take care of this issueMy claim was denied 2 times. For the reason being Its my responsibility to make sure my items are safe The photos I have shared with PODS clearly showing the wet wood was clearly WOOD ROT AND IT WAS INFESTED WITH ********* ANTS. The pod was never wet!!A few customer service ***s understood and sympathized with my encounter & experience. I was assured I was in good hands with PODS

  

  Business Response

  Date: 09/12/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************************. On September 6, 2024, a PODS representative informed **************** that the review of her case had been completed. The investigation revealed that the container was stored onsite,where it was exposed to natural elements that can attract insects seeking shelter or food. Unfortunately, this type of exposure is beyond our control. As a result, ******************** claim was denied. While we regret that we couldn't alter our position on this matter, please be assured that the case was thoroughly reviewed to ensure the decision was accurate.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that **************** may have endured. PODS Enterprises, LLC prides itself of its quality customer service and I regret that **************** 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: 09/16/2024

   
  Complaint: 22271957
  
  I am rejecting this response because:

   

  In response to this complaint. I am not satisfied with the decision made on PODS behalf. Their containers are stored on open areas subjecting their containers us consumers order to rent that will allow all kinds of debris and insects to find a place to call home. Its not us the consumer to make sure the containers we receive are in fact safe. We acknowledge the possibilities of renting with PODS. 

   

  I for one took every step of this matter to ensure my belongings were safe. I purchased stackable, lockable durable plastic moving totes for extra caution. The fact I notified PODS when I first noticed the issue is when I should have been told by PODS a different container can be delivered. Instead I was told, your stuff is safe with PODS and nothing got resolved. 

   

  The fact that the issue that I thought was caught on time was ignored. It got worse as my belongings sat longer in an infested container. When I called again to make another complaint when I was able to confirm that the wooden container was infested with ********* ants, the representative that made the claim stated, That is not what PODS will ignore, and they will take care of it all my calls were recorded conversations. Im being told the matter will be fixed. Not ignored!

   

  I had to get rid of furniture that had sentimental value because the furniture was wood. I had to get rid of a Christmas tree that belonged to my mother that passed away. Its very hurtful that I trusted in pods and was a returning customer to get let down and not care about what I had left to hold onto after my parents passing. SHAME ON A COMPANY TO NOT EVEN TRY TO MAKE THIS SITUATION RIGHT! 

   

  I will never recommend anyone to use this company. They should be ashamed of themselves. Im not asking to make millions off a company for something that I signed up for. But to ignore my concerns is simply rude. They just want money and not care about any level of concerns that they received from me or any other consumer. The picture of the container alone should have been a red flag alone. That container has wood rot and I have the photos that will be a constant reminder. Never again!!!!

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

  

  Business Response

  Date: 09/17/2024

  As previously communicated on September 12, 2024, we conducted a thorough review of the issue concerning ******************** container and determined that the resolution provided was appropriate based on the facts presented. In the interest of customer service and to ensure a comprehensive evaluation, we have revisited and reassessed the situation following the feedback received. After this additional review, PODS Enterprises, LLCs position remains unchanged.
  
  We would like to reiterate that, as stated in the terms and conditions of the rental agreement accepted by **************** on July 27, 2024, the presence of insects entering the container is not covered under our loss provisions. As the container was onsite and out of our care and facility, PODS cannot be held responsible for external elements, such as insects, that may enter while in the customers possession.
  We appreciate your understanding and remain committed to addressing any further concerns you may have.

• Initial Complaint

  Date:09/11/2024

  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.

  In July 2024 Pods was contracted to move two pods full of furniture from ** to **. While in the warehouse, pods dropped one of our pods from a forklift destroying all of our furniture and gun safes that were inside. Our items totaled $****** in loss. We had insurance on our items but insurance paid only $7600 to replace what was destroyed. In speaking with pods customer service they stated to me in email that they escalated and submitted my claim for $****** for the damaged items and inconvenience and stress this caused. That email was sent to me on 8/14/24. Since that time another **** offered a settlement amount of only $4500 which is unacceptable. They sent me the email with the offer on 9/3/24. On 9/4/24 I declined their offer and referenced back to the email that was sent to me on 8/14 saying they submitted ****** in compensation for us. I have sent several follow up emails and have also left several voicemails and there has been no follow up from anyone from pods. I have all the emails and dates for when voicemails have been left. Since pods originally offered $****** in compensation and the insurance is going to pay only $7600, then pods needs to reimburse me the additional $7400 or more at this point for time and aggravation this has caused. The cost of two pods was $11,000 and the cost for me having to replace my household furniture and only one gun safe is $22,600 is what I am currently out of pocket on right now. There offer of $4500 is not acceptable when I am out of pocket this much money for the situation they have caused. I also have pictures of the broken furniture which were also provided to pods and their insurance company.

  

  Business Response

  Date: 09/12/2024

  I am in receipt of your correspondence concerning Nicole *****. Per our previous response on 09/11/2024, a complete review was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODS Enterprises, LLCs position remains unchanged. The claim was evaluated and assessed. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mrs. Roach may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mrs. Roach 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.

• Initial Complaint

  Date:09/10/2024

  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.

  I have now rented three PODS. I have expressed my concern over charges being billed to me, so I have not paid as I have been trying to get an explanation of fees that seem outside of the original amount quoted to me. I am consistently routed to a collections department that is only able to tell me what my balance is but cannot tell me the discrepancy of the cost difference I believe there is. I am only told that "this is what I see on my screen." As a result of a refusal to pay until I can understand the charges that are being billed, PODS locked me out of my account and refuses to provide me original invoices detailing the amounts originally stated for each container. When I ask to gain online access so I can see the original charges and original invoices for each POD, they continue to gridlock the situation by refusing to unlock my online account until I pay the amount that is in question. Furthermore, they are withholding my property from me until I pay the amount in question and refuse to provide the original quotes or invoices in order to prove documentation of pricing. They have threatened to put my property up for auction unless I pay the amount in question, again, without providing me the original quote or invoice. PODS has made little to no effort to act with business integrity in resolving this situation by unlocking my account so that I may have access to see the original invoice on my account and refuses to provide that original invoice. They have only offered to provide a statement which in not a breakdown of line items charges involved for each container. Second issue that arose involves wrongfully keeping cards on file without permission. PODS requires a card to be put kept on file for automatic billing. When I called in to change the card on file and provided them a new card, PODS deceitfully kept the first card on file without my knowledge.

  

  Business Response

  Date: 09/12/2024

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

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22265998
  
  I am rejecting this response because:

  I am dissatisfied with the overall service experience I have encountered with PODS and the experience that continues to unfold since I have initially filed a complaint with the BBB. This experience has caused significant financial and emotional distress. While an individual representative, ******, did eventually reach out to assist, it is evident that the core processes within your company are flawed. These issues have consumed my timetime for which I am not being compensatedand have added unnecessary stress to an already difficult situation.
  Outlined below are the key failures in your service:
  1. Delayed Resolution
  There was a two-week delay from the time this issues arose and the time a potential resolution was provided, during which my family and I were left without access to essential belongings. This forced us to endure uncomfortable "camping" conditions, severely impacting our daily lives. Basic needs like sleeping arrangements, clothing, cooking, and hygiene were compromised, leading to unexpected financial burdens as we had to purchase temporary items. Given the impact on basic living conditions, PODS should have acted with more urgency to resolve the matter quickly and efficiently.
  2. Communication Barriers
  The customer service experience was frustrating due to language barriers and scripted responses that failed to address my specific concerns. It appeared that the overseas representatives lacked the ability to provide personalized support, which contradicts the high level of service PODS claims to offer.
  3. System Failures
  I was locked out of my online account, unable to access important documents related to my property and pricing. This system flaw created further obstacles, and representatives offered little help, dismissively claiming that supervisors were unavailable.
  4. Lack of Escalation Process Communication
  I was not informed about any available dispute or escalation process until I had to be "unreasonably pushy." This lack of communication highlights internal shortcomings in your problem-resolution protocols. Customers should be made aware of their rights to escalate issues from the outset, and the process should be transparent.
  5. Emotional and Financial Strain
  The entire experience has caused immense emotional distress and financial strain for my family and me. Moving across the country is a stressful event, and PODS failed to recognize the sensitivity of our situation. The companys handling of this matter demonstrated a lack of empathy or value on the sensitive situation their customers are currently experiencing.
  6. Failure to Pick Up Container as Scheduled
  In a continuation of these service failures, PODS did not collect one of the containers on the scheduled date of September 16th, leaving it on my property without any prior notice. When I contacted customer service, the representative insisted that no pickup was scheduled, despite the fact that I had both a text message and an email confirming the arrangement. I repeatedly offered to provide proof, but the representative refused to acknowledge the documentation.
  When the representative finally agreed to schedule a pickup, the earliest available date was four days later. This was unacceptable, as we had made other arrangements for the space the container was occupying. Only after I firmly stated that the container would be considered abandoned on my property did PODS take the necessary action to expedite its removal which. Not acknowledging responsibility and taking the obvious steps of rectification to act immediately  is 100% unacceptable. 
  7. Inadequate Response to Initial Complaint
  In your initial response, PODS expressed regret that I did not feel satisfied with the service, but this falls short of acknowledging the company's failures. It is not simply about my feelingsit is about the clear and demonstrable issues in the service provided.
  Request for Compensation
  I am requesting that PODS acknowledge the failures in its service and offer appropriate financial restitution. The unexpected costs and emotional strain caused by these delays have been significant. Currently, I still have an outstanding balance related to two containers that have been transported to a PODS facility in my new city. I believe a removal of this balance or a significant credit toward this balance would be a fair and reasonable form of compensation for the disruption caused by PODS mismanagement.
  Only by offering this compensation can PODS acknowledge their responsibility in this situation and can begin to rebuild the trust that has been lost and demonstrate that it truly values its customers well-being beyond mere words.

  

  Business Response

  Date: 09/26/2024

  I am in receipt of your correspondence concerning PODS customer ***** ******. We take all customer feedback seriously and are committed to addressing any issues thoroughly. We have already reached out to ***** to confirm and clarify her billing concerns and overall experience. We are currently awaiting her response to ensure all matters are fully resolved. We are ready and eager to assist her with any additional concerns she may have.

  Customer Answer

  Date: 10/13/2024

   
  Complaint: 22265998
  
  I am rejecting this response because:

  My concerns stated in my last correspondence through the BBB platform were never addressed or acknowledged, neither through communication through this platform or via the private message they sent me.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/25/2024

  PODS Enterprises, LLC has received your recent correspondence regarding customer ***** ******. Ms. ****** booked her containers in August 2024, and our records show that all pricing was accurate and clearly communicated. Upon reviewing the order documents and invoices previously provided to Ms. ******* we have confirmed that the charges match the original quote. Based on this, we have found no errors on PODS part. Ms. ****** is advised to contact our Accounts Receivable team at ************** to discuss the past-due balance on her PODS account. While we understand financial challenges can arise, her account will remain locked, and the balance will continue to accrue until payment is received in full.

• Initial Complaint

  Date:09/10/2024

  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 used PODS to move from ***** to ******, expecting a smooth process. However, the experience was marred by errors on their part. Initially, PODS had to cancel and redo my order when I tried to add my boyfriend to the account, though they assured me it wouldn't affect anything. While driving across the country, I noticed PODS attempted to charge $1,248.78 over the agreed amount. I was advised to pay it and get a refund later, which was problematic given my situation. Upon arriving in ******, I confirmed twice with PODs that my POD would be available on 8/20. However, the day rolled came and I went to the facility to get my things with a UHaul that I rented only to be told it was still in ***** with no prior communication. As a result of taking off work on Tuesday 8/20, we were unable to take another day off work, so we were not able to access the pod until Saturday 8/31 - 11 days after the agreed upon service. My POD containing all of my belongings arried a week later without warning, leading to the spending of additional funds in order to sustain myself. Expenses for items that we required but did not have access to because they were in the PODs had to be purchased. While this is going on, I received verbal confirmation that my card on file would not be charged for the additional month of storage ($321.96). I was told that there was a hold on my card so no money would be taken out. They ended up charging me the next day. I escalated the situation. They decided to settle this dispute without reaching out to me for any information that would have been helpful in a mutual resolution. I was offered $525 for the errors on PODs end regarding the shipping delay, and $321.95 for the month of extra storage. this amount is insufficient considering the $5,316 total I paid for PODS services which were not rendered. I have now found out they closed my case with no communication or resolution. I still have yet to get any sort of resolution or refund.

  

  Business Response

  Date: 09/11/2024

  RE:      ***************************** (CID 168588818)
              Complaint #: 22264819 
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, *****************************. Were pleased to confirm that we addressed and resolved the concerns raised by ******************** in a phone discussion on September 11th, 2024,the same day the BBB complaint was filed. ******************** has agreed to proceed with the original resolution and will be returning the fully executed business release. Thank you for bringing this to our attention, and were glad we could find an amicable resolution. PODS, if needed further can be reached directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that ******************** feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises,LLC considers this matter resolved.

  Customer Answer

  Date: 09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This resolution is not satisfactory to me, however, based off of all the conversations Ive had with the company PODs the last 2 months its clear they will not work with my requests or meet me in the middle. They claim this is due to policy. I have decided to just accept their offer as I highly doubt Ill get anywhere further with them. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/08/2024

  Type:Sales and Advertising 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 used PODs storage for our recent move from **** to ********. While unloading one of the *************** we discovered that something had broken through the floor of the *** storage unit and destroyed a bed, night stand and some other items we had stored in the ***. It looked like a fork lift fork had broken through the floor. When the driver arrived to pick it up, he even stated that he couldnt put it back in service and was thankful that we showed him. We filed a claim with PODs and were told after several weeks that the damage appeared to be from normal shifting and improper packing of the *** and no damage was found on the *** (despite me having pictures a d video) and would not pay us for damaged property.

  

  Business Response

  Date: 09/10/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** *****. ********************** LLC. can only respond on how the coverage was presented, therefore any claim disputes or requests for updates would need to be addressed directly through ************  If Customer is disputing the validity of the denial, he would need to contact ************ directly and go through the applicable dispute process. Please have this complaint/request removed from PODS Enterprises LLC. and forwarded to ************, *********************************************; ***** as Mr. ****** remaining concerns are based solely on the denial of the claim. Please reference the complaint filed with the West Florida BBB complaint# ******** on behalf of ****** ***** to ************
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ***** may have endured.  PODS Enterprises LLC. prides itself of its quality customer service and I regret that Mr. ***** feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved/forwarded appropriately.
  
  

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22256527
  
  I am rejecting this response because: I did business with PODs and expect that company to fix the issue. If PODs uses a third party insurance company then they should approach that insurance company to fix the matter. As far as I am concerned, the damage happened to the pod and in turn my belongings while in possession of the PODs company. Therefore my complaint, and expected resolution is with the PODs company. If I am to get legal council, it will be to approach the PODs company and not a third party. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/17/2024

  Thank you for your correspondence regarding PODS Enterprises, LLC customer ****** *****. On September 10, 2024, a PODS representative contacted ******* to inform ******* that Mr. ***** was disputing the denial of his claim. In response, ******* promptly reopened the claim for further review. Our records now indicate that the claim will be paid. Additionally, on September 12, 2024, Mr. ***** signed the release, which has satisfactorily resolved the matter.

  Customer Answer

  Date: 09/24/2024

   
  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, however, I will never do business with PODs again, and I will communicate this to everyone I have the chance to tell. It is disgusting that this business wouldnt do the right thing until I opened a case with the BBB. I hope PODs goes out of business. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am using PODs to help move my belongings from *******, ** to ****, **. In the original phone call to set up the move, the operator seemed very helpful. We set up the delivery date of the **** Pick up date and arrival date in ****, September 5. The *** was delivered, loaded and picked up without any issues. On September 4, one day before the *** was supposed to arrive, I called and asked if everything was okay. The customer service representative told me that I never scheduled a delivery, so it is still in ************. I replied "of course I didn't, you already gave me a delivery date, so why would I schedule something that has been scheduled?" They then sent me forms that I was supposed to fill out, which I had never seen before and my new delivery date is October 9 (5 weeks after the original delivery). They filed a claim for me and said they would get back within 3 days. Today is day 3. I called and tried to reach a claim specialist. That department is gone for the week and the automated system said "press 1 to leave a message for the claims specialist handling your case". I pressed 1 and the system hung up on ******, I have moved into my new house with no furniture, no kitchenware, no TV, half of my clothing, and all of my other possessions.I am requesting money to replace the essentials: kitchenware, dining set, air mattress and sheets, plus $50 per day for the inconvenience of having my belongings held up because PODs did not communicate the steps needed to deliver my stuff.

  

  Business Response

  Date: 09/19/2024

  I am in receipt of your correspondence concerning PODS customer **** *********.  On September 16th, 2024, contact to discuss the issue was initiated with Mr. ********* in order to address his concerns. We have completed the review of the account and have found some opportunities to review with the customer further, at this time, we are waiting on 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 Mr. ********* may have endured.  PODS Enterprises, LLC prides itself on its quality customer service and we regret that Mr. ********* experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22252474
  
  I am rejecting this response because:

  It took 5 business days to open the complaint (though I was told it would be 3).  I had to call three times before a case was even started.  Then, after I responded with an explanation that I am trying to only purchase the essentials and that I am buying discounted items to not take advantage of the situation, I had to wait 48 hours for a response.  The response was less than encouraging or empathetic, essentially stating that while they will review the receipts, they may not reimburse some of the items.

  As I explained to their customer service **** I am incredibly inconvenienced here.  I am uncomfortable and spending way too much money on food.  And, I have no television.  I am rejecting the response because you haven't given me an estimate of what you intend to give as compensation.  This whole ordeal has affected my comfort, my finances and even my health (specifically my back).  Until I know how you intend to resolve this, I will reject your claims that you have in fact resolved this.

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

  

  Business Response

  Date: 09/25/2024

  I acknowledge receipt of your correspondence regarding PODS Enterprises, LLC customer, Dr. **** *********. On September 24th, a PODS representative and Dr.. ********* reached an amicable agreement, including a Customer Satisfaction credit as the resolution to their claim. The refund will be processed, satisfactorily resolving the issue.

  Customer Answer

  Date: 09/25/2024

   
  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,
  
  **** *********

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22252474
  
  I am rejecting this response because:

  This is the second complaint I'm filing against this company. My first complaint was because they had not shipped my possessions for 6 weeks and I sought retribution for the costs I incurred because of it. While I thought we had a peaceful resolution and they had paid what I asked, I am back here with another complaint. First, they were an additional week late. Second, they never told me the facility is not open on weekends or that I only have access from 8:00-3:30, minus 11:45-12:45. Additionally, they gave me 4 days to get my stuff. How can you be 6 weeks late and then give me a 4 day deadline?! I needed to rearrange my schedule and take a day off work (I work hard for my vacation days and now I have to burn one for this) and order a truck from a much more expensive truck rental because of the short notice. In addition, I told the agent on the phone that I did not want any help from them finding a moving company to help, considering the absolute misery they have caused with this move. I woke up this morning to 3 emails from companies offering to help with the move and an additional charge for storage. At this point, I feel they are purposely torturing me for no reason other than my original complaint. I had a partial credit restored last time but now I want a full refund. This is absolutely ridiculous. Seeking refund.
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 10/22/2024

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

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a POD delivered long distance a week ago and the week prior on August 20th and 21st in particular, I had lengthy phone calls with PODs costumer service about scheduling and billing of this service. While on the phone I was told there were issues with the online system so the numbers I saw in the emailed quotes and on my account would be incorrect and to ignore them. We went over what I was assured were the actual numbers I would be billed which would be about 1800 dollars for transportation and 190 for delivery. I was told multiple times over these phones calls that those were the only accurate numbers. There were odd amounts on my credit card pending to PODs after the fist call and when talking to them again made sure to ask about what charges to expect and what they were for. I was assured that those numbers were incorrect and that billing would be fixing the issue and that the transportation fee and the delivery fee were the only things I should expect to be charged. Then I was charged over 300 dollars, separate from the expected charges and when I called to find out what that was I was told that it was the monthly rental fee that began the day after I made my first call. I was told that because I didn't return the empty POD within the grace ******* which was apparently 3 days, the charge goes through for the whole months rental. I was never made aware of this charge on the phone or told about any grace ******* When I made a formal complaint I got back an email not 10 minutes after sending in my information that said they had reviewed everything and because I got the quotes and supposedly "acknowledged " the fees they have determined the case closed. The phone calls on the 20th and 21st were almost an hour long each so I have a hard time believing they were actually reviewed in that time and I don't belive I can be held to a quote that I was told over the phone by PODs representatives was false.

  

  Business Response

  Date: 09/06/2024

  I am in receipt of your correspondence concerning PODS customer, ****** *****. On September 6th, ************ to discuss the issue was initiated with ****** ***** in order to address billing 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 ****** ***** 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.