Complaints

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

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  1209 W Market St Smithfield, NC 27577-3338

• 

  Pods

  4816 Pods Way Chesapeake, VA 23320

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

• 

  PODS Moving & Storage

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

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/28/2024

  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.

  7/15: Spoke to **************** (CS) at the time of the order to confirm that both the origin and destination locations were deliverable, and the representative used ****** Street View and we both confirmed it met all clearance/delivery requirements. 7/26: POD delivered, and the drivers maneuvered it expertly from the road onto our yard, around tree branches and wires.8/7: POD picked up. 8/17: On the way to our destination, PODS delivery driver calls. Said he was at the PODS yard looking at ******, and that [our street] was a busy street and that he didn't think they could deliver. We told him it was already approved and had enough clearance, and he started coming up with more reasons, while referring to the Street View the entire time. He claimed that they couldn't hold traffic while unloading, the yard might be muddy and it might cost him $600 to get his equipment pulled out, the tiny curb, the wires and pine tree branches, and we came up with other locations he could deliver it but he was already done. He told us to take it up with CS. As he was hanging up the phone, he let out a frustrated "GODDAMMIT!"We called CS who said they hadn't heard anything and listened to our concerns. Shortly after we got a voicemail that our final delivery was cancelled and converted to a self-unload at the PODS yard. We were told we could go drive over to the PODS yard now and unload things ourselves. We went and grabbed our mattress so we could sleep, then had to book a U-Haul truck and moving company for Monday to complete the delivery, though our POD was missing when we arrived with the movers. Once that was handled, we stopped the minimal traffic and pulled the U-Haul into the dry yard right up to the front door. Days of work lost, wasted debt, more money spent, no refunds given, and brief but condescending dispute resolution center response. We would not have paid for this premium service if the delivery had not been cleared, as it was the most important part of the order.

  

  Business Response

  Date: 09/03/2024

  I am in receipt of your correspondence concerning PODS customer, *********************************.    On August 29th, 2024 our PODS advocate spoke with ********************************* to explain that the container could not be safely placed at the destination address.     On August 31st, 2024, ********************************* was presented with a goodwill resolution offer.   We currently await ************************* response. 
  
  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:08/27/2024

  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 used PODS to move my mom from ******* to **. Were now ready to have her pod delivered and I called pods and am being told my zip code is restricted and they wont deliver her stuff. This wasnt communicated to me up front. Ive been working with a customer advocacy specialist who is requiring me to hire a separate moving company and send a paid invoice to PODS so they can review to decide IF they can reimburse me. I need more assurance than that before I spend another $2300. I would prefer they just deliver the pod as originally promised.

  

  Business Response

  Date: 08/28/2024

  I am in receipt of your correspondence from ********************* concerning our PODS customer.  On August 28th, 2024, our ********************** advocate spoke with ********************* to discuss scheduling concerns in order to work toward a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ********************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ********************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

• Initial Complaint

  Date:08/27/2024

  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.

  We rented a *** to store furniture in while out house was remodeled. After the house was remodeled, we began taking the furniture from the *** back into the house when we noticed extensive water damage to our living room table caused by a leak in the ***. We filed a claim and PODS denied the claim. We paid for a *** that was supposed to protect the contents from the elements. We spoke directly with an agent of PODs who informed us that he performed the water test of the *** and that it did in fact leak. They now, however, deny that the *** leaked. WE want the replacement cost of our table.

  

  Business Response

  Date: 09/09/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, ******* and *****************************. Per our previous response on August 26th, 2023, a thorough review of *************************** account was completed, and the resolution was determined to be appropriate based on the findings of that review.
  
  In the spirit of customer service, upon receiving feedback on this complaint, we revisited and re-examined the issue. However, after this additional review, PODS Enterprises, LLCs position remains unchanged. Our investigation found no physical damage to either unit, nor was any other cause of loss identified that would suggest leakage. Additionally, a pressured water test was conducted, which confirmed there was no water intrusion.
  
  While we regret that we were unable to alter the outcome of this matter, we assure you that the issue was thoroughly reviewed to ensure the accuracy of our findings.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *** and Mrs. ****************** have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that *** and *********************** 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: 09/10/2024

   
  Complaint: 22201962
  
  I am rejecting this response because the Company is still refusing to take responsibility for their negligence. I will file suit. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/25/2024

  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.

  April 2023, established agreement with PODS to deliver a container to our home and then transport to the PODS storage facility in *********. June 14, I receive an email informing me there is a need to move the contents of our *** to a new *** due to an "integrity" issue with the **** The "integrity" issue was a forklift operator ran the forklift into the *** damaging multiple items. We were required to be present for this transfer of goods and document damage. We had several furniture/appliance items destroyed or damaged. Per PODS request, we completed an inventory of the damaged items, original receipts and submitted August 16, 2023 to Advocacy Claims with PODS. PODS opened case #******** and subsequently made an offer of $1301.00 on 8/29/23 with instruction to respond when ready. On 12/19/23 I sent an email to Advocacy Claims regarding offer and requesting $2200. Advocacy Claims did not respond to my email. I sent a follow up 1/13/24 and no response. I sent another email 2/15/24 again no response. We were in the process of selling our house and moving so I did not follow up again until 4/7/24. Still no response. We then called PODS and were referred to a ******** who found the claim but the person handling it left the company and nothing was done. She established a new claim case# ******** . On 7/11/24 received email stating case has been assigned and in progress. As of 8/25/24 no one from PODS has reached out and ******** who was assisting us has a non working phone number. Calling PODS and connecting with a person is almost impossible. Every options takes one back to a programmed set of options. We are out over $2000 in goods we trusted with PODS and paid PODS and no one is willing to assist us.

  

  Business Response

  Date: 08/30/2024

  I am in receipt of your correspondence concerning *********************. Per our previous response on 08/29/2024, 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 following the joint military depreciation process. 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 ************** may have endured.  PODS Enterprises, LLC prides itself on 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.

• Initial Complaint

  Date:08/25/2024

  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.

  PODs picked up our stuff and guaranteed a delivery date. We were delayed once on logistical issues and then again for the same issue. We were promised delivery Aug 22 and now its been delayed to Aug. 28. We have been unable to contact people at the company as our representative will not respond. We are a family of 5 with 3 young kids. They have no beds, very few kitchen equipment and my sons medical devices for his type 1 diabetes are on board. We have supplies for another week but need those supplies as we dont have an endocrinologist here yet. When we asked if they would give us a discount or pay for our needs until our stuff arrived they said we could submit receipts and they would review them with no guarantee. We are without an income until my husband starts work to buying stuff with no guarantee of reimbursement is not a good option for us. We are so upset but mostly just need our stuff so we can take care of our complex medical needs for our son and our basic needs as a family. At this point Im not even sure they will ever deliver our items. When we finally got ahold of someone they said they havent seen our pod since Aug 13 when it left the **** facility. Again, medical supplies are on board and needed as life saving devices for my son with type 1 diabetes.

  

  Business Response

  Date: 09/04/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************************. On September 3rd, 2024 a PODS representative and ****************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.   We are currently awaiting the return of the documentation to enable the credit and once returned, the refund will be completed, satisfactorily resolving the issue.

• Initial Complaint

  Date:08/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Service - 10/31/23 Final Payments Totaling $543.15 for deliveries Issue: PODS delivery driver went off of the driveway when dropping off and cracked the edge of my driveway in multiple places. Claim was filed. ******, Customer Advocacy Specialist with Advocacy Claims, stating that she would be my POC for facilitating the resolution of my documented incident. Per her request, I sent pictures of the damage, before and after.

  

  Business Response

  Date: 09/09/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Will *****. Thank you for bringing this matter to our attention. We would like to clarify that an adjuster from ********* ******* Insurance will be reaching out directly to Mr. ***** to work through the vehicle damage claim. Our PODS Advocate, ******, acknowledged receipt of the damage claim and filed it with our insurance provider, *********************************, as the damage was caused by a local PODS truck in motion while being placed on a new driveway at the customers request.

  
  ********************** can only provide information regarding how the damage occurred. As this matter now concerns the handling of the insurance claim, any further updates or disputes should be addressed directly with ********* ******* Insurance at the following address:

  ********* ******* Insurance
  ***************************************************

  
  We kindly request that this complaint be removed from PODS Enterprises, LLC and forwarded to ********* ******* Insurance, as the remaining concerns lie solely within their jurisdiction. Please reference complaint #******** filed with the West Florida BBB.

  
  PODS Enterprises, LLC places tremendous value on our customers and strives to maintain the highest standards of service. We sincerely regret any inconvenience Mr. ***** may have experienced. While we pride ourselves on quality customer service, we apologize for any instance where a customer feels their expectations were not met. Rest assured, we continuously review and address customer feedback to improve our processes.
  With receipt of this correspondence, PODS Enterprises, LLC considers this matter appropriately forwarded to the responsible party.

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a PODS unit which was delivered to my previous address on 7/11/24 (scheduled to be picked up on 7/17/24, moved to storage and then delivered to my new address on 7/18/24). The unit was too small, so I cancelled the whole thing (still was charged $508). That is not my complaint. Since I was stuck paying for the first unit, I planned on having a second unit delivered to follow the same plan (so that I could complete the move). Once I realized this second unit would not fit into the driveway of my new home, I called to cancel the second unit (BEFORE it was ever delivered). The dispute here is that PODS is trying to charge me an ADDITIONAL $160 for cancellation of second unit which was never delivered. While that may be their policy, I confirmed with 3 different customer service representatives over the phone on a recorded line that they would NOT be charging me anything additional after the initial $508 since I never actually used any of their PODS or services. They have now billed me the additional $160 and refuse to remove the charge. They claim to have listened to the phone calls but are refusing my request to listen to the calls myself. This company is so disorganized that they sent a driver to my new address on 7/20/24 looking for a POD, even though they acknowledged that I cancelled all services and never used the ONE POD that was delivered to my OLD address. In summary: The **** I spoke with on the phone agreed they would not charge me anything beyond the initial $508 since I had not utilized any of their services. These were recorded calls and I expect that promise to be honored. I also expect access to recordings of calls that I was a part of, which are being used in the process of making any dispute decisions. Could the BBB please assist me with this disputed charge?

  

  Business Response

  Date: 09/04/2024

  I am in receipt of your correspondence concerning PODS customer, *******************************. Due to unforeseen circumstances, **************** was charged a fee in error. I would like to assure you that we have promptly addressed this issue, and as of August 27, 2024, she has been refunded in full.The refunded amount should be reflected in her account within the standard 3-5 business days. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are further inquiries or if additional information is required, please feel free to reach out.

  Customer Answer

  Date: 09/05/2024

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

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I was suppose to have same day pickup as I lifevin a very high end ************** with strict rules.I had to put up a $500.00 deposit on this pod. Was to be dropped off and picked up same day.It wss delivered at 8:50 am. They called me at 11 to say they were on there way back to come and get the pod. I said you said between 12:15 and 3:15. In an email.They did not come to pick it up as they only wanted to pick it up at 11.Not fare to me. I am on Disabilty for High anxity, snd depressio and it wss 95 degrees outside. I hired 2 men from the pods sight to help plus my boyfriend helped me as well.I will inclose docs. I called Sunday to pods they put in a complaint for me I told them I needed this picked up or I will loose my $500.00 deposit she said she would try to get a pick up for Mon That did not happen either, I cslled Tuesday they said it eould be Wed. Thiz iz Aweful I got screamed at by the office of ********** andcthey keept my $500.00 Deposit, plus they charged me for a pick up same day. And they did not come out to get it.I want my $600.00 I paid $258.00 for 2 years they treat people aweful.Nobody needs to go through what I have gone through.Thank you I hope you fight for me s Big business needs more employees. Not my fault they could not get my pod picked up any faster than 4 days.***********************

  

  Business Response

  Date: 08/29/2024

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,  ***********************. On August 28, 2024, a PODS representative contacted **************** to review the next steps in the claims process. A settlement refund was offered,which Ms. * accepted. As of August 28, a resolution was achieved, and *************** has confirmed that the matter has been addressed to her satisfaction.*herefore, we respectfully request the closure of this complaint as resolved.*hank you.

  Customer Answer

  Date: 09/03/2024

   
  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.

  Thank you very much for your help Pods paid me the $600.00 Thanks to you.

  .

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

• Initial Complaint

  Date:08/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i ordered a Pod storage unit to move our belongings.Prior to it's arrival I called, sent an email, and sent a request online specifically telling them where the pod needed to be located so that it would not block the second parking space as the driveway was more than enough room, they refused my outcry and parked it in the center. Now I will be paying fees for parking at the end of the driveway and on the grass since there was no room to get around the pod to even put one car in the garage. I also paid for an early delivery fee which is absurd since they have not met their time window today!

  

  Business Response

  Date: 09/04/2024

  I am in receipt of your correspondence concerning PODS customer, *****************. Upon thorough review, we have informed ************ that the placement of her container was placed per the drivers discretion and is backed by ************** rental agreement which was accepted on February 29, 2024. I would like to also assure you that ************ was not charged an early delivery fee as this was not able to be scheduled for earlier delivery as she requested. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are further inquiries or if additional information is required, please feel free to reach out.
  

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22185566
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/22/2024

  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 placed an order for a medium sized Pod in the month of July 2024. I requested a reservation for 1 month with full awareness that the *** would be picked up on 8/23. Exactly one month after delivery. After noticing I was not getting an email to confirm pick up time on 8/22, I decided to call customer service. In which they informed me the first available pick up would be 8/27, which meant I was liable for another month fee. This is beyond horrific, I emptied out my container by the 22nd, fully aware that the pick up would be on the 23rd and would not be extending the rental but now they want to charge me an additional month for nothing, simply because they dont have the means and staffing to have the pod picked up timely. Then they mention I should have called 7 days before to set up the pick up which I dont recall seeing anywhere, nor did I receive any notification during the entire month reminding me to do this. The *** states its written in their terms and agreement. WHY WOULD YOU PUT IT THERE WHEN YOU KNOW NO ONE READS THOSE LENGTHY FINE PRINT DOCUMENTS. Put it somewhere that you know your customers will see. This company is a thief! They are literally charging people for nothing and as a single mother I am absolutely horrified to the fact that I now need to pay $300 for nothing. Struggling financially already, this just adds to my hardships. Attached is my initial order where it specifically states 1 MONTH. It doesnt state call 7 days prior to pick up to schedule. Again, I called on 8/22, one day before the pick up and was declined the pick up by the company.

  

  Business Response

  Date: 08/23/2024

  I am in receipt of your correspondence concerning PODS customer, ***************************.  On August 22nd, 2024, our PODS advocate spoke with *************************** concerning the monthly billing on the order.  On August 23rd, 2024, *************************** was notified that the August 23rd, 2024 monthly invoice would not be charged.   PODS considers that the matter has been resolved amicably.
   
  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.