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

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODS Moving & Storage

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

  
• 

  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  
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  PODS Moving & Storage

  18450 Showalter Rd Hagerstown, MD 21742

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:08/01/2025

  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.

  Subject: Formal Complaint Regarding Improper Charges PODS Dear Better Business Bureau,I am filing a complaint against PODS for attempting to charge me an additional month of storage ($362.92), which I believe is in breach of our agreement.I have already paid a total of $3,898.43 as follows:$506.40 on 6/5/2025 this covered container delivery and one month of storage (note: the container was not even stored for a full month).$2,526.89 for the transit fee.PODS is now requesting $362.92 for another full month of storage, despite the container not being in storage during that time, plus $139.30 for final delivery.I am willing to pay the $139.30 delivery fee, but I strongly dispute the additional storage charge. All storage time was already covered in the previous payment, and there was no extended stay in their facility to justify an extra months charge.I have made every required payment in a timely manner and have honored my end of the agreement. I respectfully request that this unjustified charge be removed and the delivery proceed as agreed.Sincerely,****** **** ************************ ********** Pods is refusing to deliver my belongings if I do not pay the month rental of storage despite it not being in storage.

  

  Business Response

  Date: 08/08/2025

  
  
  I am in receipt of your correspondence concerning PODS customer ****** ****.  On August 5th, 2025, 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
  

• Initial Complaint

  Date:08/01/2025

  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.

  In April 2025, a 12 PODS container was delivered to my house. As per instructions chosen from website, I opted to have the PODS container placed on the street directly in front of my house. The container arrived and was parked there until our scheduled pickup a couple of days ******** July 2025, I scheduled on their website the day my PODS container to be returned to me for unloading. I scheduled it for August 1, 2025 with a pickup of the empty container on August 4. Again, I chose from the website that the container would be placed on the street, in front of my house just as it was back in ******** the afternoon of July 31 ( the day before my PODS container was scheduled to be delivered), I received a call from someone at the PODS company telling me that PODS containers cannot be parked in the street; that I would have to come to the PODS facility to pick up what was stored in my container. Meanwhile, my credit card was already charges the $150 PODS delivery fee. My August 1 delivery had been canceled by this representative.I then spoke to someone at the actual storage facility and they, too, said they cannot park the container in the street. They tell me this even though it had been parked on the street for a couple of days back in April, and the option for the container being placed in the street for a couple of days is still offered on the website. Plus, I was still being charged the $150 delivery fee.Since my August 1 delivery date had been canceled by this, I returned to the PODS website where it is STILL offered to be delivered on the street and picked up days later. I had hired moving guys to unload my container August 2, paid $300 upfront for their services. Now, I have no container and I am out the $300 and the $150 PODS delivery fee all the while they are holding my container hostage so they can charge me another months fee.

  

  Business Response

  Date: 08/02/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** ******. On August 2, 2025, contact to discuss the issue was initiated with Ms. ****** via email in order to address her concerns.
  
  Our records indicate that on July 31, 2025, Ms. ****** was contacted by a member of the PODS Support Team regarding the delivery issue. During that conversation, alternative delivery options were provided. According to our records, Ms. ****** opted to unload her container at the PODS storage facility.
  Although an authorization was placed for the delivery fee when the redelivery order was submitted, the delivery was ultimately canceled, and the fee was never processed to her account.

  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ****** may have endured. PODS Enterprises, LLC prides itself on its quality customer service, and we regret that Ms. ****** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  
  

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23686127
  
  I am rejecting this response because:

  
  The main reason for my complaint is not being addressed.  It has nothing to do with the $150 or any money paid to PODS.  The problem is that I was able to schedule a delivery and pick-up date on the website, even choosing which configuration the container will be placed on my street in front of my house.  In April, a PODS container was successfully placed in front on my house on the street and taken away days later.  Nowhere was my request for the return delivery flagged showing that in *********** one cannot park a PODS container in the street.  It was scheduled, no problem, weeks before the container was to be delivered.  It wasnt until 3:40 pm THE DAY BEFORE it was scheduled to arrive that I was called saying it cannot be delivered because it not safe.  Meanwhile I have movers scheduled to empty my container at my house and I had already paid for their services.
   I am not the only one this has happened to.  Just read the Yelp reviews and one can see this is a common issue, where someone actually called it a bait and switch.  PODS can only right this wrong by being upfront and honest about these practices.  The website should be corrected to alert a customer in the city of *********** that a container cannot be placed in the street.

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

  

  Business Response

  Date: 08/09/2025

  We appreciate the opportunity to address Ms. ******* concerns. We want to clarify that this was not a bait-and-switch situation. Unfortunately, there are rare instances where system errors occur, and they may not be identified in real time during the scheduling process.

  In this case, the system allowed the delivery to be scheduled despite local restrictions in *********** that prevent PODS containers from being placed on the street. We acknowledge this error and sincerely apologize for the inconvenience it caused, particularly given Ms. ******* moving arrangements and the short notice provided.

  We have recognized the mistake and take this matter seriously. Our team is reviewing processes and online scheduling alerts to help prevent similar issues from happening in the future.
  We regret the disruption to Ms. ****** plans and appreciate the BBB allowing us the chance to provide clarity on this matter.

  Customer Answer

  Date: 08/13/2025

  The moving company worked with me so I didnt lose my payment.  However, since the movers now had to drive out to the PODS facility, I was charged an additional $120.

• Initial Complaint

  Date:08/01/2025

  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.

  My compliant is with PODS because after scheduling and confirming delivery for August 1, 2025, which PODS confirmed via email, PODS rescheduled my delivery resulting in excessive fees because I had already secured a self storage where PODS were to be delivered. Now I am out of money for two storages at the same time because PODS refuses to deliver my POD on confirmed dates.I would like PODS to honor the agreement with delivery to me as agreed on August 1, 2025. PODS rescheduled my delivery date to August 5, 2025 with less than 24 hours before my August first delivery dates. Because I am a disabled veteran Aug 1st and 2nd were the only days I could get assistance to unpack my PODs into my self storage. I need my PODs delivered as agreed upon.

  

  Business Response

  Date: 08/07/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ***.
  On August 4 and again on August 6, 2025, a PODS Customer Advocacy representative reached out directly to Ms. *** via email in an effort to better understand her concerns and provide clarification on our policies and procedures. As of this response, we have not yet received a reply.
  Should Ms. *** wishes to further discuss her concerns or explore potential options; we encourage her to respond directly to the advocate who contacted her. This will ensure the matter is addressed efficiently and by the appropriate representative familiar with her case.
  At PODS, we value our customers and are committed to providing quality service. We regret any inconvenience the Dye family may have experienced, and we remain open to resolving any remaining concerns.

  Customer Answer

  Date: 08/08/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:  PODS has scheduled to deliver my PODS not until August 12 and pick up their PODS on August 19th at which time I will be charged a redelivery charge which I would like waiver because of their delay I paid for an entire another month of storage to PODS because their corporate disabled the ability for me to select drop off date prior to the 28th of July and would not allow pickup of their PODs until after August 5th resulting in a U-Haul bill of $114.95 on July 25th, 2025 but was prevented from scheduling drop off of PODS prior to the 28th.  I am requesting my August PODs payment of $380.20 because scheduling was controlled and disabled by PODs corporate and reimbursement for U-Haul self storage premature charges for the month of August $114.95.  An repeat waiver the redeliver fee on Aug 12 and 19 because PODs policy is to deliver local but because PODs does not have storage facilities in ******************* is no fault of mine as the customer.
  
  ****** ***

  

  Business Response

  Date: 08/15/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ***. On August 14th, 2025, a PODS representative and Customer reached an amicable agreement involving a ******************** 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.

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23686009
  
  I am rejecting this response because: My response with agreement was sent on August 18, 2025 yet there has not been a reply from PODs Dispute Resolution Team.
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 08/24/2025

  I am in receipt of your correspondence regarding PODS Enterprises, LLC customer, ****** ***. On August 15, 2025, a PODS representative and Ms. *** reached an amicable agreement, resulting in a Customer Satisfaction credit as the resolution to her claim. The refund was processed on August 23, 2025, to the card on file, thereby resolving the matter.

• Initial Complaint

  Date:07/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted PODS to move and store my container, with confirmed arrangements made during a call on July 19 with agent ******, who assured me the container would be transferred to *******, ** by July 24 and delivered July 29.That transfer was never processed. I spent over 8 hours on follow-up calls, mostly on July 2831, speaking with multiple agents including **** **** Gabby (#****), and *** (#*********). *** escalated the issue and created Claim #******** for a refund and override of transport booking. She also initiated Claim #******** to expedite delivery and promised email confirmation, which I never received. It was *** who stated on the 29th of July that my container would be delivered on Aug 1st, 2025.On July 31, I learned from Jayafter he spoke with ****, the manager at the Bristol facilitythat my container had still not arrived as of that morning. I was also hung up on by Gabby mid-call.Ive now been charged over $2,000 across multiple months for services not rendered:$507.50 (pickup, May)$413.95 (June storage)$413.95 (July storage)$700.24 (failed transport)I am only in the **** temporarily and must receive my container by August 1. This situation has caused serious emotional distress and financial burden.Desired Resolution:Full refund of $2,035.64 Confirmed delivery no later than August 1, 2025 Formal apology for repeated mishandling and lack of accountability

  

  Business Response

  Date: 08/05/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ******. On August 4th, 2025 our PODS advocate reached out to Ms. ****** to discuss the next steps in the claims process.  
  We have offered the customer a settlement refund for one month of rental fees, which they have accepted. However, the customer is now requesting reimbursement for the transit and redelivery fees. As the services were rendered, and we were able to accommodate the customer's requested redelivery date, we believe the monthly rental fee is a fair resolution, considering the circumstances.
  Given this, we respectfully request that you close this complaint as resolved.

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23681112
  
  I am rejecting this response because: I was told by their Rep *** on the phone that I would be receiving a full refund of the monthly storage fee of $413 AND the transportation fee of $700 because the of the fact on July 19th I called to book transport on July 24th from the ********** facility to the ******* and the. delivery to my Sterling address on 29th July.  I specifically flew in from another country because of these dates.  When I landed the night of the 28th I spent well over 3 hours on the phone with their **** to find out the container was never even booked and was still in ********** Va! I then had to spend over *********************************************************************************************************************** for delivery on the 1st of August.  Each point this company took no responsibility for their complete failure.  I lost several days of unpacking my container which I needed desperately since I was leaving the country again on Aug 5th. Their response to me was nothing is guaranteed and they got it to me in the end. This is not what I booked or agreed to.  They change the rules to fit their needs not to the consumer who actually had to pay.  I then was shocked that they charged me and additional $157 for the container delivery, even after failed to delivery on the original dates that their rep ****** booked me for.  So no I cannot except $413 being returned to me, I feel their responsibility is to refund me the $700, the $413, and the $157 is fair since I did not break the contracted dates, they did.
  
  Sincerely,
  
  ****** Lyanda *******

  

  Business Response

  Date: 08/11/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** Lyanda.
  A complete and thorough review confirms the resolution we provided was deemed appropriate. However, in the spirit of delivering the best customer experience, we have revisited the matter upon receipt of the additional feedback and additionally comprehensive review, PODS position remains unchanged. We were able to accommodate the customers requested redelivery date of 8/1. As services were rendered, we have offered the customer a refund of the monthly rental fee, which we believe is appropriate in light of the frustration they experienced. We feel that anything beyond this amount would be excessive, given that the services were provided as agreed.
  
  We appreciate your understanding, and we remain committed to providing fair, transparent, and high-quality service. Based on this information we ask you close this case as resolved. 

• Initial Complaint

  Date:07/31/2025

  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.

  (This is all in emails I printed) On June 10th I waited for my 8ft *** to be delivered to my apartment address. I was told that as long as I was there to direct the driver, everything would be fine. They confirmed drop off, I paid for drop off and got movers. After multiple auto confirmation emails and text, I waited at my address and no ***. After waiting 2 hours I called them up to ask were the *** was and they said the driver decided "could not drop off in spot" I told them I was here and their customer service said everything was fine. I even got the OK from the city. They said would investigate. I ended up having to rent a uhaul and pick up my stuff at the storage. I asked for half my money back due to all the time and cost for movers. They told me send receipts. I paid cash to the movers who were locals from the ********** (not a company) After weeks they told me they would only pay 95 dollars for the uhaul and I needed to sign a document saying I would remove my negative review and could not leave any reviews or disputes. To top it all off I unwrapped my TV only to find its broken due to the move. They said file a claim and a month later I was told no coverage do to natural moving. That was a 2200 TV and was in the box. I just want the money to replace it ($1604). They didn't even investigate. Worse thing during the review process I find a pod outside my building in the spot I was waiting June 10th when I was told they would not do it. This pod was twice the size of mine! They said they contacted my apartment and the complex said no one puts pods on the property. This is a lie because I called them before the move and and they were the one's that told me the spot. The company kept saying they were investigating and I don't believe they actually did. I asked them for half a refund for the drop off mess and to replace the TV (825+1604=2429)

  

  Business Response

  Date: 07/31/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Mr. ***** ******.  A review of the situation is currently underway, and the customer has been in contact with a ********************** Customer Advocate for assistance.
  
  According to our records, the container delivery was scheduled for street placement. However, that type of placement is not permitted at the requested location due to local regulations. Per PODS policy, final placement is determined by the delivery driver at the time of service and is based on safety, accessibility, and compliance with applicable guidelines. When placement could not be completed, the customer utilized a self-delivery option to transport the container to a nearby PODS storage center the following day.
  
  The customer later submitted documentation for expenses incurred, including a valid receipt for a third-party rental, which has been approved for reimbursement pending receipt of a signed release form.
  
  Additionally, the customer opened a Contents Protection Option (CPO) claim with ******* on July 3, 2025. For updates or further details, they may reach out directly to their ******* claims representative.
  
  PODS remains committed to providing quality service and support, and we appreciate the opportunity to address customer concerns. We take all feedback seriously and regularly evaluate our internal practices to ensure continuous improvement.
  
  

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23679959
  
  I am rejecting this response because: This does not address the terrible customer service they provided. They cancelled the drop off service the day of and did not tell me. Does not matter the excuse. They should provide the service I paid for, and be authentic in the customer service they provide. This seems to be smoke and mirrors because good customer service would be cancelling BEFORE the date and we coming up with the solution of me picking it up. I was fine with that. What I didn't like was the only communication I was getting leading up to the date was all computer generated responses that say: response to confirm drop off, confirmations of dates. All this leads one to believe we are good to go. I am good to plan for the move. Making me wait at the apartment the day of then I have to call them to ask what is going on. Them saying they are investigating. If it was a true investigation they would easily see all these truths: 1. The conversation with the *** was more than that line of putting the pod on the street. Not my fault everything was based off the poor lack of information on the ***s part. I mentioned the space in the conversation and that I talked with the city. I told them I measured it and seams to be a good spot. The *** said as long as I am there to sign a waiver everything is good to go if does not work in space. IF THIS IS NOT THE POLICY OF THE BUSINESS THEN SAY OTHERWISE. 2. When I called to ask where the pod was I was told they talked to the apartment complex about the space. Also the driver did some view of the space and said it would not work. They told me all of this! So it was more than just cancelled do to street parking. I talked with the apartment complex before the drop off scheduling and they were the one's that suggested the space to me to relay that to the ***. 3. I see a pod in the space I mentioned to the ***s. ** is twice the size so they were lying to me about the calling the apartment or saying driver looked at space and it did not fit. 4. I was there the day it was supposed to be dropped off ready to have them put it in the space or sign a waiver for the street as initially confirmed for the service. They were the ones that did not follow through. Plus leave me handing and I have to do all the leg work for them. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 08/07/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Mr. ***** ******.
  A review of the situation has been completed, and the customer has been in contact with a ********************** Customer Advocate for continued assistance.
  According to Mr. ******* account history, an 8ft container delivery was scheduled for June 10, 2025, to his apartment address. Per standard operating procedure, final container placement is determined by the delivery driver at the time of service and must comply with local regulations and PODS safety guidelines. In this case, the driver determined that placement on the street could not be safely completed or performed in accordance with local ordinances.
  While the customer referenced prior discussions with a representative and noted personal measurements of the area, placement decisions are ultimately based on an in-person assessment at the time of delivery. The customer was contacted the evening before the scheduled deliveryvia voicemail and emailwith notification that the local Market had reviewed the order and would attempt delivery, contingent on placement feasibility.
  Following the delivery attempt, Mr. ****** chose to unload the container at a nearby PODS Storage Center. He later submitted documentation for third-party rental costs, which were reviewed. A reimbursement was approved for a portion of the expenses upon receipt of a signed release form. The customer did not provide documentation for additional claimed expenses.
  Regarding the reported damage to the customers television, a Contents Protection Option (CPO) claim was filed with our third-party provider, *******, on July 3, 2025. For any updates, the customer may contact their assigned ******* claims representative directly.
  In reference to the customer's concern about seeing a container at the location at a later date, its important to note that placement decisions can vary based on several factors, including delivery timing, address specifics, container size, and local permissions. Each order is reviewed and evaluated individually at the time of service.
  PODS regrets that Mr. ******* experience did not meet his expectations. Our team has remained engaged with him throughout the process to address concerns and work toward resolution.

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23679959
  
  I am rejecting this response because:
  
   The customer was contacted the evening before the scheduled deliveryvia voicemail and emailwith notification that the local Market had reviewed the order and would ATTEMPT DELIVERY, contingent on placement feasibility. Yes I did get an email to confirm attempt delivery the night before. A bit misleading in my opinion. In the end they cancelled the day of with no contact to me and I sat there. If thats how they want to run business be upfront about it. Say we will not look into your delivery until the day of. We can cancel at anytime for any reason and will not let you know. Ill never do business with them again because they can not be trusted. They cancelled the day of for their own reasons and turned it around on me the customer. When they told me we had someone look at the spot you gave and it will not work (and we know it does work and be real I was there the day of and there wasnt the scaffolding construction trucks that day like the following week when I saw the 16ft pod in the spot) stop spinning this street parking bs. Plus I know all about the *********** parking and it was why I mentioned the private space and talked to a representative about it. I want to know why the representative said just make sure you are there to sign a street parking waiver? Sounds like street parking didnt bother the representative. Could of just said we dont do street parking and we are not sure of the private drop off space so best to just pick up. Or I understand your concerns about the private spot lets check into it to make sure it works. Im done with them and this street parking. I expected a service they could not provide. Had nothing to do with the street. Could of cancelled because the driver sick or missed my delivery. ONCE AGAIN you have to let the customer know you cancelled!!!! Stop wasting my time like you did that day. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/30/2025

  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.

  Was told my pod would be delivered on July 30th. Call in July 30th to check on when I can come to unload it and am updated that my pod never shipped and is still in *******. The transport was prepaid and I was never contacted or notified of the delay or lack of them scheduling the next shipment after the first shipment was not made due to unknown circumstances. I had to call in for them to continue doing there job I paid them to do and if I had not called in it would of never been seen or addressed showing a sever lack of oversight and management.

  

  Business Response

  Date: 08/04/2025

  I am in receipt of your correspondence concerning PODS customer, ***** ********-Western.  On August 1st, 2025, our PODS advocate spoke with ***** ********-Western to address scheduling concerns.  The account is currently under review in the hope of reaching a satisfactory resolution with ***** ********-Western regarding the move. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that ***** ********-Western may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ***** ********-Western 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:07/29/2025

  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 request 4 times by email, chat. Text , calls to cancel this order and they always advised is cancel .they conitue to tried to charge my credit card everyday even tough this has been cancel

  

  Business Response

  Date: 08/02/2025

  I am in receipt of your correspondence regarding PODS Enterprises, LLC customer, Manyer *******.
  On July 30, 2025, a PODS representative contacted Ms. ******* to confirm that her order had been successfully canceled and that no charges were processed to her account. We can confirm that Ms. ******** concerns were addressed, and the matter was resolved.
  At PODS, we place tremendous value on our customers and are committed to delivering the highest standards of service in the industry. We sincerely regret any inconvenience Ms. ******* may have experienced. While we pride ourselves on the quality of our customer service, we regret that Ms. ******* felt her experience fell short of these standards.
  Please know that when a customer brings a concern to our attention, we take it seriously. We thoroughly review the circumstances involved and take appropriate action to ensure continuous improvement. We appreciate the opportunity to address this matter and reaffirm our commitment to customer satisfaction.

• Initial Complaint

  Date:07/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First they delayed delivery. *****. Leaving us without any of our belongings for much longer than planned for resulting in substantial expenses on our part replacing items. Second, they force you to PAY FOR RENT due to their delays. Third, they won't pick up the empty pods until the next MONTH, thereby forcing us to incur yet another month of rent due to them. Weonly need them for 2 days to empty them. There is no reason to force us to store their pods, AND charge us for the pleasure. There is nothing at all keeping them from forcing customers to pay rent for time they don't need due to their own inability to manage their business efficiently.

  

  Business Response

  Date: 08/05/2025

  I am in receipt of your correspondence regarding PODS customer *** *******. On August 1, 2025, contact was initiated with Mr. ******* to discuss the issue, address his concerns, and work toward a resolution. We have completed a review of the account and identified opportunities for further discussion with the customer. At this time, we are awaiting the completion of the scheduled deliveries in order to finalize the resolution.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *** ******* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *** ******* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 08/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I am in communication with PODS to resolve this issue.  At this time, we are waiting on the final POD delivery and associated receipts for final resolution but I believe we are on the right track.  I will continue to communicate with PODS so we can move forward.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/26/2025

  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.

  Complaint Summary :On May 31, 2024, I made an initial payment of $210.07 to PODS. On April 2, 2024, they charged me an additional $210.07an unauthorized duplicate charge. In total, I was overcharged $420.14, even though I had already completed the agreed-upon total payment of $765.20, which was to be divided into three scheduled payments.The service agreement included pickup and delivery of a storage container from ******, **, to *************, **, and optional insurance. I agreed to insurance coverage while the container was in transit but specifically requested that it be canceled after delivery. PODS failed to cancel the insurance as requested, resulting in further overbilling. In addition, several of my items were damaged during transport. Despite my insurance coverage, PODS failed to process or respond to my insurance claim.When I contacted PODS to resolve these issues, their representatives were dismissive and unhelpful. They failed to correct the billing error and offered no solution for the damaged items. As a result, I escalated the matter to my bank. After reviewing the documentation I provided, the bank ruled in my favor and refunded the full $420.14.Since then, PODS has not responded to my follow-up emails, nor have they addressed the insurance claim. They also falsely claimed to submit my account to a collection agency, despite the fact that I owe no balance. This is a violation of the Fair Credit Reporting Act (FCRA) and has caused unnecessary concern.I was originally referred to PODS via ****** advertising, where they promised transparent pricing and satisfaction guaranteedneither of which were honored.Requested Resolution:Written confirmation that my account is paid in full and the contract is fulfilled Immediate removal of any false or inaccurate collection activity Accountability for their failure to process my insurance claim Notice that I am also filing with the **** and CFPB for improper credit reporting

  

  Business Response

  Date: 07/30/2025

  I am in receipt of your correspondence concerning PODS customer, ******** ******.   On July 28th & July 30th, 2025, contact to discuss the issue was initiated with ******** ****** in order to address their concerns outlined in their feedback 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 ******** Brooks  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: 08/13/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  
   I submitted my official response to PODS July 30, 2025 statement so that my complaint may be reopened and further addressed. I had not been back in touch with the BBB because I was still communicating with PODS; however, I had not had a chance to respond to BBB because I just ended communication with them last week when I told them I was done, and I gathered they had no intention of accepting responsibility. This has been more time-consuming than it should have, and it's rather disturbing that they continue to try to advocate for fixing mistakes, yet they enjoy gaslighting, throwing the ball back in the customer's court. Its a waste of time to even continue communicating with them.
  While PODS 7/30/2025 response offered a general apology, it did not address or resolve any of the specific concerns and documented discrepancies I have repeatedly raised. The correspondence between PODS and myself since that date shows that the matter remains fully unresolved.
  Key Unresolved Issues:
  Overbilling & *********************** confirmed I was billed incorrectly and issued refunds for duplicate or improper charges. PODS has not acknowledged or corrected these errors on their billing records.
  Contents Protection Cancellation I requested cancellation of contents protection upon delivery on April 7, 2025, but PODS has continued to charge for this coverage. This was clearly stated to their representative at the time.
  Damage Claim Mishandling I filed a claim for items damaged during transport, but PODS redirected me to a third party (Unirisc) without follow-up or resolution.
  Collections Threats I have received repeated and harassing collection notices despite the fact that the charges are disputed and my bank has reversed them. These actions may violate the Fair Credit Reporting Act (FCRA).
  Customer Service Failures My repeated attempts to resolve this matter directly with PODS were met with unhelpful, dismissive, or unprofessional conduct, including an intentional hang-up by a representative when I asked for a supervisor.
  Current Position:
  I maintain that I owe PODS nothing. The billing discrepancies, insurance cancellation request, unresolved damage claim, and inappropriate collections activity remain unaddressed. I have provided detailed written documentation to PODS outlining these concerns, along with the dates and details of communications.
  I respectfully request that the BBB:
  Reopen my complaint.
  Attach this response along with my supporting email documentation.
  Require PODS to address these specific issues with a formal, detailed resolution that includes:
  Correction of the billing statement to reflect the bank-confirmed overcharges and refunds.
  Written confirmation that my account will not be sent to collections and that my credit will not be impacted.
  Resolution or reimbursement for my damage claim.
  I have attached a chronological summary of my correspondence with PODS for the BBB record.
  Thank you for your assistance in reopening and continuing to process this complaint.
  Sincerely,
  ********-****** ******
  Phone: ************
  Complaint ID: ********
  
  ----------------------------------------------------------------------------------------------------------------------------------------------
  
  Subject: Follow-Up to BBB Complaint #******** Final Summary & Position
  To: Better Business Bureau of ******************************
  Dear BBB Representative (Ms.******),
  This is in response to your request for an update on my complaint against PODS (Complaint ID: *********. Below is a chronological summary of my correspondence with PODS since the filing of my complaint, along with my current position.
  Timeline of Correspondence
  July 28, 2025 PODS acknowledged receipt of my BBB complaint. Their representative, ********, stated she was willing to work toward a resolution and requested direct communication to maintain the case file.
  July 30, 2025 PODS followed up to ensure I had received their previous message.
  Late July 2025 I provided a detailed response documenting:
  Repeated customer service failures, including unhelpful and dismissive representatives, language barriers, and an intentional hang-up when I requested a supervisor.
  Overbilling and refusal to adjust charges when pickup dates changed due to weather, combined with a two-week period where no driver was available and the *** sat empty.
  An unresolved insurance dispute after I requested cancellation upon delivery.
  A damage claim with no resolution.
  Harassing and unwarranted collection threats despite my bank reversing the overcharges.
  The significant stress this matter caused, particularly given my recent congestive heart failure diagnosis.
  I requested refunds for improper charges (including insurance), resolution of my damage claim, assurance that my account was not in collections, and a corrected itemized bill.
  Early August 2025 PODS replied:
  Directed me to Unirisc for the damage claim.
  Confirmed contents protection is billed monthly and requested confirmation of my April 7, 2025 cancellation.
  Cited changes in ZIP code affecting pricing.
  Indicated a completed billing statement would be sent.
  Asked what other fees were in dispute.
  Early August 2025 I reiterated that:
  I called on April 7, 2025 to cancel contents protection.
  My bank confirmed and refunded overcharges; I owe PODS nothing.
  Their billing records contain discrepancies.
  The collection calls/emails were harassing and potentially in violation of the FCRA.
  If unresolved, I would consider legal action.
  Following Days PODS requested the exact date/time of my cancellation call.
  My Reply Stated the call occurred prior to delivery to *************, **, and that insurance was only intended for the storage and transport period. Reaffirmed I owed no additional fees, my bank confirmed overbilling, and I would not spend more time disputing.
  Final Response from PODS Stated they found no call requesting cancellation after delivery and considered the charges valid, again asking if another fee was in dispute.
  My Final Reply Confirmed I requested cancellation during the call, reiterated my decision to end further dealings with PODS, and stated I considered the matter closed from my side regarding further effort.
  Current Position
  I stand by my assertion that PODS overbilled me, failed to properly process my cancellation request, mishandled my damage claim, and engaged in harassing collections activity despite bank-confirmed overcharges.
  My documentation has been provided in good faith and in detail.
  I will not engage in further back-and-forth with PODS unless they provide a corrected billing statement, cease collections, and refund the disputed charges.
  If PODS continues collection attempts or refuses resolution, I am prepared to pursue this through legal counsel and regulatory channels.
  I respectfully request that the BBB keep this case open and reflect that my dissatisfaction remains due to unresolved billing discrepancies, lack of resolution on the damage claim, and continued dispute over collections activity.
  

   

  Summary of Communications with PODS BBB Complaint #********

  July 28, 2025 Initial BBB Response from PODS

  • From: ********, Customer Advocacy Specialist ************************
  • PODS acknowledged receipt of my BBB complaint and offered to work toward resolution. Provided contact information and requested I respond directly to maintain the case file.
  • Office hours and a 2448 hour response window were stated.

  ---

  July 30, 2025 Follow-up Email from PODS

  • From: ******** (PODS)
  • Confirmed follow-up on the previous message to ensure it was received. Reiterated willingness to work toward resolution and requested direct reply.

  ---

  Late July 2025 My Detailed Response to PODS for BBB Record

  • From: ******** ******
  • Provided a comprehensive account of my issues, including:
    1. Customer Service Failures  multiple unhelpful ***** language barriers, an intentional hang-up when requesting a supervisor, and cat-and-mouse runaround.
    2. Overbilling & Scheduling Issues  weather-related pickup delays led to refusal of fair date extensions; later learned no drivers were available for over a week and a half, causing the *** to sit empty while still incurring charges.
    3. Insurance Dispute & Damaged Items  requested cancellation upon delivery; charges never corrected; damage claim unresolved.
    4. Health Concerns  noted diagnosis of congestive heart failure and the stress caused by PODS handling of the move.
    5. Collections Threats  received threats of collections despite bank reversing overcharges.
  • Requested:
    • Review and refund of improper charges (including insurance)
    • Resolution of damage claim
    • Assurance that the account was not in collections
    • Full, corrected, itemized billing statement.

  ---

  Early August 2025 PODS Clarification Email

  • From: ******** (PODS)
  • Stated that damage claims are handled by a third party (Unirisc) and provided their contact number.
  • Confirmed contents protection is a monthly fee and requested confirmation if I had asked for cancellation on April 7, 2025 (delivery date).
  • Noted changes to the destination ZIP code affected pricing.
  • Indicated a completed billing statement would be sent.
  • Asked what other specific fees, aside from contents protection, were in dispute.

  ---

  Early August 2025 My Final Attempt to Resolve Email

  • From: ******** ******
  • Reiterated:
    • Cancellation request for contents protection was made on April 7, 2025.
    • My bank confirmed overcharges and refunded me; I owe PODS nothing.
    • Paperwork contained inconsistent dates and prices.
    • Collections calls/emails were harassing and potentially in violation of the FCRA.
    • No clear disclosures provided for certain charges.
  • Stated that:
    • I would not continue doing investigative work.
    • If unresolved, I would consider legal counsel.
    • Requested acknowledgment of billing discrepancies, cessation of collections, and a corrected final statement.

  ---

  Following Days PODS Request for Date of Cancellation Call

  • From: ******** (PODS)
  • Asked for the exact date/time or an approximate timeframe for the cancellation request so they could review call records.

  ---

  My Response Regarding Cancellation Call

  • From: ******** ******
  • Stated I could not recall the exact date but confirmed it was before delivery to *************.
  • Explained that insurance was only needed while in ******, NC storage and during transport, not after delivery to private property.
  • Reiterated that I did not owe PODS any additional fees, bank confirmed overbilling, and I would not continue expending effort on the matter.
  • Indicated intent to move forward without PODS and share my experience publicly.

  ---

  PODS Review of Calls & Final Position

  • From: ******** (PODS)
  • Stated they did not find a call after delivery requesting cancellation of contents protection and considered the charges applicable.
  • Asked again if another specific fee was in dispute.

  ---

  My Final Short Reply

  • From: ******** ******
  • Confirmed I had requested cancellation during the call and expressed intent to end further dealings with PODS.
  • Indicated the matter was closed on my end from an effort standpoint, as I would not spend more time disputing with them.
  • 
    

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

  

  Business Response

  Date: 08/13/2025

  We have thoroughly reviewed ******** ****** concerns regarding their order.  When an order is placed online, all fees are clearly disclosed based on the details provided by the customer at the time of booking.
  

  Regarding the claim that the contents protection fee was cancelled, we were unable to locate any record of a call to our PODS Sales & Service Center where ******** ****** requested the removal of this fee.  Based on the information ******** ****** provided, we could not verify that such a request was made.    Therefore, the contents protection fee remains valid, and this portion of the claim was not sustained.
  

  All charges applied were in accordance with the services rendered.    No additional charges were specifically disputed by ******** ******  beyond the contents protection fee.
  

  Lastly, ******** ****** was informed that their claim regarding potential damage to contents is being handled by *******.  They are responsible for evaluating and determining the outcome of any contents-related damage claims.
  

  We appreciate ******** ****** bringing their concerns to our attention and trust this clarifies the matter.

• Initial Complaint

  Date:07/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against PODS Enterprises, LLC for failure to deliver a reserved container on July 8, 2025, despite confirmation texts and emails. The container never arrived, and I received no notice or update. I made six calls to customer service starting 30 minutes after the expected delivery time. I was repeatedly told to "wait three hours" with no investigation. One rep ********** was rude, refused to check the system, blamed the driver, and hung up on me.A later representative confirmed the situation was a "failed delivery." Unfortunately, I could not stay in my apartment after July 9, so I had to hire movers twice, drive 84 miles round trip to a PODS warehouse, and spend 3 hours loading the unit myself.This resulted in:- $390 in extra moving/labor fees - $345 in lost wages (5 hours at $69/hr)- $56.28 in mileage reimbursement (IRS rate)Despite this, PODS only waived the delivery fee.Additionally, PODS overcharged me. They billed $2,719.35 on July 4, refused to honor my corrected quote of $2,399.42, and charged me an additional $13.27 on July 10. I am still owed $333.20.PODS failed to uphold its own advertised promises of convenience, door-to-door service, and flexibility. I experienced stress, financial loss, and unprofessional treatment.Requested resolution:- Reimburse $390 (labor), $345 (wages), $56.28 (mileage), and $333.20 (overcharge)- Written apology - Internal review of delivery, billing, and customer service failures I trusted ********************** for a stress-free move and instead faced a costly, time-consuming ordeal.

  

  Business Response

  Date: 08/01/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ********.

  A review of the matter is currently underway. PODS has been in communication with Ms. ******** to address her concerns regarding the timing of her container delivery and her subsequent decision to complete a self-load at the storage center. We understand that this adjustment was made to help meet her required timeline for vacating the residence, and the self-load was successfully completed the following day.
  
  The customer has requested compensation for a reported one-day delay and related out-of-pocket expenses, including moving assistance and fuel, as well as clarification regarding pricing. Additionally, her delivery to the new location was rescheduled to an earlier date to better align with her updated timeline.
  
  We continue to review the details provided and will take any supporting documentation into consideration. PODS remains committed to delivering quality service and values all customer feedback as part of our ongoing efforts to improve the customer experience.