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

• 

  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:08/08/2024

  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.

  First of all let me say that the *** drivers are ALL friendly, polite and professional. HOWEVER 95.5 % of the **************** representatives were rude, disrespectfulI and not professional!! I was given a price back in February from *************************. After a few issues which were eventually solved after numerous emails and phone calls, ***** then agreed to honor the price. However when the payment time came, I was given a different price and at the time had no choice to pay it because the *** cold not adjust it. I was advised I could request a refund after delivery and pick up of the ***** The *** I was given was made of wood, unlike the *** I was given in April, and a lot of space could not be used due to a bunch of beams. I had to order a UHAUL Box, because the price of an 8x8 *** was off the wall, to accommandate for the lost space. Besides the reduced space, my furniture and clothes had an aweful wood smell that had they had to be cleaned. I requested a refund of ****** to cover the difference of price and an additional ****** for having to get another unit and the excess cleaning and products I had to use to get the smell out. I put the request in to PODS but all was denied. I will be satisfied with the ******, but they refused the refund.

  

  Business Response

  Date: 08/20/2024

  
  I am in receipt of your correspondence concerning PODS customer, ***************************************
  On August 20th, 2024, our PODS advocate spoke with **********************************; to address scheduling concerns and work toward a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *******************; 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:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 21, 2024 I ordered a POD to transport my belongings from ** to my new home in *****************, **. I filled out all the paper work including a spongy moth agreement which asked me all the contents of my container. and submitted them a few days after June 21. They came and picked up my container on the scheduled date of July 22 and it was supposed to be headed to ** by July 23. However on July 23 they wrote me an e-mail ( which I didn't see until july 24) stating they were cancelling my shipment to CA. I was shocked! How can a business cancel your shipment after they already have it in their possession and without any notice? We had agreed in June that the container would be delivered to my new home in ***************** on Friday August 2nd. However they cancelled my shipment which caused me tremendous stress to the point that I now have bad ulcers. I got on the phone on Wed July 24 and called PODs customer service at least 10 times to try to speak to a manager. They wouldn't let me talk to one. I finally got someone in ********** who told me they didn't receive my spongy moth form and that's why they cancelled. But that is ridiculous since i am 100% positive I filled it out and submitted it in June because it was attached to the other agreement I filled out. In any case if they didn't receive it they AUGHT TO HAVE TOLD ME AT LEAST A WEEK EARLIER TO RESEND IT. By them cancelling my August 2 delivery it was impossible for me to hire any men to help me unload since they could not tell me when my container would arrive. I moved into my new house on July 26 and was sleeping on the floor waiting for my things. On Monday July 29th I went to ************ where my POD was to be delivered and spoke in person to the manager. He knew nothing about my situation and told me it was scheduled to arrive on Tuesday August 6th and he would let me know when it arrived. The main reason I am asking for at least 50% refund is due to the fact they cancelled my order causing immense stress.

  

  Business Response

  Date: 08/13/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************.  On August 12th, 2024 & August 13th we contacted *********************** to discuss the issue was initiated with ************************;in order to address scheduling concerns.   We currently awaiting ************************* 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.
  
  
  

  

  Business Response

  Date: 08/16/2024

  I am in receipt of your correspondence concerning ************;****.  PODS Enterprises, LLC has thoroughly reviewed the complaint submitted and conducted a detailed examination of the customer's account. Based on the findings, the resolution provided was deemed appropriate.

  In light of the additional feedback received, the matter was revisited and carefully reconsidered. However, PODS Enterprises, LLCs position remains unchanged.

  Throughout the process, PODS made multiple attempts to contact the customer, emphasizing the importance of signing the necessary forms to prevent delays. Numerous emails and phone calls were made, reminding the customer to sign the required spongy moth form, which is mandated by the state of **********. Unfortunately, the form was not signed until 7/24/2024, which led to the delay.

  PODS reached out to the customer on more than eight occasions to prompt the signing of the form, including phone calls on 6/26 and 6/28, and emails on 7/9, 7/18, 7/23, and 7/24. A voicemail was also left on 7/23, but no response was received. It is ultimately the customers responsibility to sign the rental agreement to avoid future cancellations.

  While PODS Enterprises, LLC regrets that it is unable to alter its position on this matter, the issue was thoroughly reviewed to ensure accuracy and fairness in the resolution provided.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22112710
  
  I am rejecting this response because: Many reasons. First of all they have a huge problem with their communication system and I do have proof of this as I received e-mails that are contradictory. For instance I received an e-mail a few days prior to August 9th stating that my POD was to be picked up from my ***************** residence. However when I called the manager ****** in Santa Ana  he told me" You are not scheduled to be picked up today" I forwarded the e-mail I was sent and he told me he woiuld forward it to his supervisor

  And they are insisting that I never flled ou the spongy moth form until july 24th which is completely untrue. In fact that was the second time I filled it out. It was a very long form and i was not happy to have to take the time to fill it out a second time since their e-mails obviously don't get to the right people and they claimed they didn't receive it in order to send my container to ********** on the scheduled date of Tuesday July 23. I know I sent it, and it is just their system that didn't receive it .

  But they never told me they didn't receive it until it  that day of July 23rd!  They obviously knew they didn't receive it much earlier. ANY decent business ****** call a customer at least a week in advance of the move date of july 23 to inform me they didn't receive it. They should have reached out to me verbally to inform me

  Instead they rely on unreliable e-mails!

  They caused me tremendous stress as I had no idea when or if my things would arrive't and couldnt plan to have any movers help me unload the POD.

  I want some compensation for what they did to me.

  
  Sincerely,

   

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

  

  Business Response

  Date: 08/23/2024

  In response to the additional feedback received, PODS Enterprises,LLC revisited and carefully reconsidered the matter. However, the company's position remains unchanged.
  Throughout the process, PODS made numerous attempts to contact the customer, emphasizing the importance of signing the required spongy moth form, mandated by the state of **********, to prevent delays. Despite multiple emails and phone calls reminding the customer to sign the form, it was not signed until 7/24/2024, which unfortunately led to the delay.
  PODS reached out to the customer on more than eight occasions, including phone calls on 6/26 and 6/28, as well as emails on 7/9, 7/18, 7/23, and 7/24. A voicemail was also left on 7/23, but no response was received. It is ultimately the customers responsibility to sign the rental agreement to avoid future cancellations.
  While PODS Enterprises, LLC regrets that it is unable to change its position on this matter, the issue was thoroughly reviewed to ensure accuracy and fairness in the resolution provided.
  This inquiry was escalated to the senior customer resolution team, who conducted a comprehensive review. The decision previously communicated remains the final decision, and the matter will not be escalated further. PODS hopes that the customer will accept this resolution.

   

  ******************
  Customer *************************** of the Executives
  Phone: ************
  Fax: ************
  **************
  E-Mail: **********************************
  Working Hours: M-F 9:00 AM-5:30 PM EST
  
  

   

   

• Initial Complaint

  Date:08/08/2024

  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.

  Recently used pods for my move. Upon picking up dropping off container pods driver damaged my neighbors porch while I was here. When i confronted the driver he told me straight to my face he didnt do it. I got on the phone immediately with pods to report what had just happened. I took photos also. They opened a claim and told me to submit a brief description of what happened and photos as well which I did right away. A day later the responded with the conclusion that they did not do it. Why? Because the driver said he didnt ? Just like he said to my face when he was here? I submitted the evidence the tire **** the porch where he hit and the location of where he put the pod all which line up to where he hit the porch. Why would I make something like that up its not to my benefit. Now ** left having to pay to replace my new neighbors porch after just having to pay thousands to move my stuff with pods. Thats not right its not good business. The least you could do is take more information an estimate on repairs or consider the fact of that I did call while the driver was still at my location.

  

  Business Response

  Date: 08/13/2024

  RE:      ************************* (CID 168454525)
              Complaint #: ********
  
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. ********************** received **************** concerning damage to a porch from the placement/retrieval of her container onto/from her premises. We fully investigated and reviewed this matter with personnel from the market that provided the services. PODS placed the container in an area pursuant to Ms.Wilsons instructions. We found that the PODS driver handling the container did not negligently cause any damage to the property from the placement/retrieval of the unit. PODS operated its equipment in the normal course of business exercising due care under the circumstances. Please consider the terms of the rental agreement that **************** entered into with PODS. **************** agrees to assume full risk for and release PODS from any damage to your premises resulting from PODS delivery services. Should **************** desire, she may view the rental agreement by accessing her PODS online account.
  
  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: 08/13/2024

   
  Complaint: 22111642
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/06/2024

  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 moved on 6/14/24. I had scheduled my pod to be delivered to my new house on 6/14/24. I scheduled for it to be picked up 6/15/24. I got a phone call on 6/15/24 from pods saying that due to "unforeseen circumstances" my pod pick up was canceled and rescheduled for Monday, 6/17. I was charged $79 by pods on 6/15 despite them canceling the delivery. I have been attempting to get this $79 back since then. Additionally, I had a second pod scheduled for delivery on 6/15. PODS guaranteed that the delayed pick up of *** 1 would not impact the delivery of *** 2. I stayed in constant communication with PODS, Calling the call center every few hours. They kept promising me my pod would be delivered. It was not. I called them at 6pm and told them I had a moving company coming out to unload the pod and that I'd need to cancel them if my *** was not arriving. They guaranteed the *** was out for delivery. Finally my final call to PODs at 8pm on 6/17, they told me the delivery driver had clocked out for the night. The supervisor apologized and said submit my receipt for the moving charges I paid. I did not get my pod until a few days later. I provided my receipts and any information PODS has asked me for. "*******" is handling my claim number ******** but she only emails me for information and then does not call or email me back once I provide it. PODS owes me $79 charge that they charged for a canceled service and $383.72 for moving fees that I paid and my *** was not here for it to move. PODS said they're waiting on the local *** franchise to confirm that the above is accurate but it's been almost two months at this point. This is my last resort.

  

  Business Response

  Date: 08/09/2024

  I am in receipt of your correspondence concerning PODS customer, *****************************.    On August 9th, 2024, our PODS advocate spoke with  ***************************** to address 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.
  
  

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22103513
  
  I am rejecting this response because: I did speak with ******** regarding my complaint.  I spoke with her on 8/9 and she said that she was going to investigate the emailed receipts I had sent in July and August to the caseworker, *******.  ******** said that she would coordinate with ******* to gain access to the emails and she would call me back to let me know her thoughts and decision.  I have not received any further communication regarding this but the matter is not resolved.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/19/2024

  Our PODS advocate was in communication with ***************************** on August 15th & August 16th, 2024 regarding the claim.    On August 17th, 2024  ***************************** was presented with a resolution offer.    We received additional feedback from ***************************** and a revised resolution offer was presented to ***************************** in the hopes that the matter may be able to be resolved amicable.   We currently await *********************** response.  
   
  
  

  Customer Answer

  Date: 08/19/2024

   
  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:08/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I TRIED TO GET INSURANCE ON MY HOUSEHOLD GOODS THAT ARE STORED IN MY PODS CONTAINER AND THEY WILL NOT GIVE ME INSURANCE BECAUSE I DID NOT START THERE POLICY WHEN I ORDERED MY PODS STORAGE CONTAINER. I DID NOT RECEIVE A NOTICE ABOUT THERE INSURANCE POLICY WHEN I ORDERED MY PODS CONTAINER AND NOW THEY WILL NOT ALLOW ME TO PURCHASE INSURACE FROM THEM, THIS IS UNFAIR BUSINESS POLICY THEY HAVE AND AS A PAYING CUSTOMER I SHOULD BE ALLOWED TO PURCHASE INSURANCE ANY TIME THAT I WANT TO. THEY NEED TO ADJUST THIS POLICY, ASAP AND ALLOW ME TO PURCHASE INSURANCE.

  

  Business Response

  Date: 08/17/2024

  I am in receipt of your correspondence concerning PODS customer, *******************************.  On August 7th, 2024, contact to discuss the issue was initiated with ******************************* in order to address concerns about the contents protection option.  We currently await ********************************* response 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:08/05/2024

  Type:Delivery 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 contracted PODS storage to ship 2 separate storage containers from **********, ** to *******, ** on 7/27/24, with a projected arrival date of 8/11/24. PODS notified me that I needed to complete special paperwork required by CA before shipping and provided a link in my customer portal. I completed the "Spongy Moth and Spotted Lanternfly" paperwork on 7/26/24. NOTE: customer portal provided only 1 link to this paperwork, and not separate links for each container. I was notified by email on 7/29/24 that the shipment of one of the containers (#*****VX) had been canceled because I had not competed the required paperwork, and was instructed to complete the paperwork again for the second container. NOTE: ONCE I ACCESSED THE LINK PROVIDED IN MY CUSTOMER PORTAL on 7/26/24, the link no longer appeared. I spoke to a customer service ***resentative on 7/30/24 who advised me that she would download the forms I completed on 7/26/24 and upload the documentation to container #*****VX, and then expedite the shipping such that would arrive on the originally scheduled date of 8/11/24. I also emailed the forms I had originally completed on 7/26/24 to PODS customer service **** ***************************** *********************************** on 8/2/24, but received no confirmation of receipt. As of 8/5/24, container #*****VX still has not been shipped, and remains at PODS facility in **********, **. On 8/5/24 I spoke with *****, customer service supervisor, who apologized for: 1. the website error and 2. the failure of customer service *** (from 7/30/24 call) to properly update the forms and expedite shipping. ***** informed me he put in a request to expedite shipping of the container, but that I'd need to call back in ***** hours to confirm shipment of the container. Please help me get PODS to ship my storage container ASAP. Thank you!

  

  Business Response

  Date: 08/15/2024

  I am in receipt of your correspondence concerning PODS customer ******************.  On August 11, 2024, contact to discuss the issue was initiated with ****************** in order to address his concerns and work on a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ****************** 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: 08/21/2024

   
  Complaint: 22095283
  
  I am rejecting this response because, no resolution was offered to resolve the loss of time and work due to delay in pod arrival.
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 08/27/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******************. A review of the issue that gave rise to this complaint is currently underway. Mr. ********* has been assigned a PODS Advocacy Representative and has been contacted to advise of the assignment and provide contact information while the review proceeds.  We will continue to work with Mr. ********* until the review is complete and will provide details and appropriate resolution accordingly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ********* may have endured.   PODS Enterprises, LLC prides itself 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: 09/04/2024

   
  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. (See attached)
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:08/04/2024

  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.

  My family contracted with PODS for an out of state move. When we made the reservation, we were told our belongings would be transported to a storage facility near the final destination and put into storage until we were ready to receive them. Everything went well until we called to have our belongings delivered to our new location. We were given a date (later than desired, but okay), only to find out later that this date was for only one of the three containers. After further conversation, I thought I had the next two set for delivery five days after the first container. This is where things went haywire. I began receiving emails saying that our reservation had changed from July 30th (1st container) and August 3 (next two containers) to being delivered on August 13. The explanation given for this was that there was paving going on at the warehouse location and they couldnt do anything. And the warehouse location where our belongings were being stored was at the origin of the move, not the destination as promised. I can find the office location for this, and there is no paving project in that area, much less one that will be taking three weeks to complete. So we dont know where our belongings are, no one will give us any answers, and were not even sure anything will be delivered on the 13th. This is unbelievably unacceptable and incredibly frustrating.

  

  Business Response

  Date: 08/16/2024

  I am in receipt of your correspondence concerning PODS customer *************;*****.  On August 6th, 2024, contact to discuss the issue was initiated with *************;**********;to address his concerns and work on a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *************;**********;may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Anderson **********;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:08/03/2024

  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.

  Absolute worst experience I have ever had.They've refused to deliver one of our moving pods with my kids beds.They were supposed to deliver it Friday morning, and refused based on needing a permit. They SHOULD have checked, but had us check for them, and they don't need a permit sonce the pod is passable, wouldn't be blocking a fire hydrant and wouldn't be in the street for more than 2 weeks.They have assured us multiple times that is would be delivered today and still don't have it as of Saturday evening. Now they are claiming Monday, but refuse to give us a refund or pay for the movers that we are going to have to hire AGAIN or lost wages for missing work.It's on a trailer, but they refuse to drop it off because they've claimed it can't be on a street. We said that this could be switched out with the empty pod sitting in our driveway and they agreed to deliver it this afternoon.Called to check when it was being delivered and the time has been changed to Monday again, but NEVER bothered to call to inform us. The warehouse manager has refused to pick up when corporate calls.They keep trying to get us off the phone and claim they will call when they finally pick up... which they won't. They are now claiming they've "tried " to deliver it which they haven't We have already paid for the pod to be delivered.

  

  Business Response

  Date: 08/05/2024

  I am in receipt of your correspondence from ********************************* about our PODS customer and thank ********************************* for bringing this matter to our attention.   On August 5th, 2024, our PODS advocate spoke with the listed PODS customer about what had occurred with their scheduling experience.   Our PODS customer is aware the issue is being reviewed in the hopes of reaching an amicable resolution to this case. 
   
  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: 08/05/2024

   
  Complaint: 22088361
  
  I am rejecting this response because:
  

  Your people decided to once again RESCHEDULE my POD containing my grandmother's ASHES and other irreplaceable items after HANGING UP on us.  I don't believe any word from you all, after having been told repeatedly that my pod with my things would be delivered on Saturday. 

   

  We want a FULL refund.  We will also have to rehire movers - which will cost more money because you've blatantly lied and are incapable of following through on your job.

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

  

  Business Response

  Date: 08/08/2024

  On August 7th, 2024, our PODS advocate spoke with our PODS customer to discuss the next steps in the claims process. At the customers convenience, they will be submitting documentation to support their claim for review. Our goal is to work closely with the customer in hopes of reaching a satisfactory resolution.
   
  
  

  Customer Answer

  Date: 08/20/2024

   
  Better Business Bureau:
  
  The situation has not been resolved.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021 I entered into a contract with PODS to deliver 2 PODS to me in ********, store items until I had an address in ********, and pick up the PODS. This was a military move. PODS was asked at the time on multiple occasions if they knew they would have to provide a weight from the weigh station in order for the *** delivery, *** move (from ******** to ********), *** delivery to be reimbursed by the Military. They answered affirmative on at least occasions. Pods did not follow through on that part of the move so I was never able to submit the paid bills to the military for reimbursement. I regret not following through on this but I left the military after 10 years on a medical discharge (Good Conduct). I made so many phone calls and was lied to. I was told they couldn't find the paperwork then finally they admitted the load was never weighed. At the time I was medically not in any shape to fight this treatment. Military members should not be treated this way. The military will not reimburse me due to PODS negligence in not weighing the load. So I am seeking a total refund from PODS.

  

  Business Response

  Date: 08/07/2024

  I am in receipt of your correspondence concerning PODS customer *********************************.   On August 6, 2024, contact was initiated with ********************************* to address her concerns and work towards a resolution. As we were unable to connect with her, a voicemail was left, and a follow-up email was sent to address her concern.
   
  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.
   
  
  

  

  Business Response

  Date: 08/07/2024

  I am in receipt of your correspondence concerning PODS customer *********************************.   On August 6, 2024, contact was initiated with ********************************* to address her concerns and work towards a resolution. As we were unable to connect with her, a voicemail was left, and a follow-up email was sent to address her concern.
   
  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:08/02/2024

  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.

  This company has wasted countless hours of my time. i started service with them in June 2022 and from July 2022 to December 2022 they did not charge the regular agreed-upon amount of $291 to my cards on file setup with auto pay they then charged me over $1600 all at once in December without any notice, refunded, recharged, refunded, recharged and then we had the same issue again. After a few months of autopayment working correctly, they stopped charging me, and blocked my access to my account by locking me out. then charged me an amount again higher than the agreed $291. this issue continues over and over again. I've never received a statement, invoice or notification that an amount was due or past due. the only time they contact me is after months of not collecting payments and suddenly wanting to collect a large some where my bank declines it and they say they are going to repossess the storage container.they have been horrible to deal with. wasted upwards of ********************************************** nothing but long hold times and getting hung up on being told a supervisor will call me but never getting a call from them.I've told them to take the container and I don't want their service. they refuse to refund any of my money and want to charge me still.I want a reimbursement of some of these charges. they've wasted my time and caused a lot of challenges financially because they've taken large sums of money several times without notice. and i want them to never contact me or bill me for anythign again.

  

  Business Response

  Date: 08/07/2024

  I am in receipt of your correspondence concerning *********************.   Due to Arman Sanies 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 ********************* 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.
  
  

  

  Business Response

  Date: 08/08/2024

  Upon further review of Arman Sanies feedback, it was noted that ********************* requested no further contact.  However, there remains an outstanding balance on the account that needs to be addressed. PODS Enterprises, LLC is willing to work with ********************* to fully understand, review, and attempt to resolve these concerns, but this would require communication with our PODS billing and collections team.

  
  

  We encourage ********************* to reach out to our PODS billing and collections team at their convenience, with the hope that this matter can be resolved amicably.