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 of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS Moving & Storage

  6791 28th Street Cir E Sarasota, FL 34243-4143

  
• 

  PODS Moving & Storage

  15635 Hudson Ave Spring Hill, FL 34610-7606

  

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:08/01/2024

  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.

  We are a military family conducting a move of duty stations (PCS). We elected to do the move ourselves vs have the military move/store our items while waiting for housing. We have spent over $12,000 of our own money to utilize the pods and storage option. Military moves are HIGHLY dependent on weight tickets. I received weight tickets at our departing location that had inaccurate information and it was indeterminable which ticket was for what pod and empty or full weights. I requested they investigate what happened and reweigh. They investigated the clerical errors and edited the contract to reweigh at the delivery location. I have yet to receive the weight tickets from delivery location(******)and the location is withholding or blatantly did not do them. I repeatedly told them I cannot unpack without the full weight tickets, **** assured they were performed and Id receive them. Also to unpack and allow pickup of empty containers. I should be receiving around a $20,000 reimbursement from the military from doing the move myself, however without the accurate weight tickets from the ****** location it is likely to only be around $6500. I am losing out on not only the reimbursement of my own funds but the additional for performing the move myself. A total of around $15,000. This company needs to be investigated by the government/DoD and have advertisement removed from every military base. According to a friend the **** will not even allow members to utilize PODS for moves due to this exact same issue and/or withholding good from military members. I hope to write and make it know to my current states representatives such events are taking place to military members and their families. Multiple ******** groups has voiced similar issue and concern. The weight ticket issue is the most common. This cannot be allowed to continue to military members and their families. To advertise an easy option and turn into a financially devastating nightmare. Shameful.

  

  Business Response

  Date: 08/05/2024

  I am in receipt of your correspondence concerning PODS customer, *******************************.  On August  1st, 2024,  our PODS advocate spoke with ******************************* to confirm the needed weight tickets were received.  We appreciate ******************************* taking the time to bring the matter to our attention so we could provide the appropriate 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: 08/06/2024

   
  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:07/31/2024

  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.

  After requesting an afternoon pickup of my POD (and paying $417.70), PODS insisted that I pay more for the afternoon pickup or they would pick up my Pod in the morning. They contacted me the night before pickup to tell me this. I had to pay $85.53 in addition to what I was already paying so that the movers I had already scheduled could load my Pod. It was extortion, plain and simple. The morning of my move, after I had paid, I received a call from the POD driver stating that he was on his way.I want a refund of $85.53. Pods did not make it clear that an afternoon pickup was extra, which caused me unnecessary stress. The charge was extortion; Pods knew I was not in a good situation by telling me THE ***** BEFORE that they would pick up my Pod in the morning, despite my request.

  

  Business Response

  Date: 08/09/2024

  I am in receipt of your correspondence concerning PODS customer,***********************************. Due to unforeseen circumstances, ******************** was not informed of a charged fee. I would like to assure you that we have promptly addressed this issue, and as of August 2, 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.

• Initial Complaint

  Date:07/31/2024

  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.

  June 10th PODS came to PU. POD driver did not knock on the door but proceeded to back down the driveway with his truck. I was not home but my husband was. After driver loaded the **** I received a phone call from driver. He had hit the basketball hoop/unit/pole with his truck & the steel pole that was cemented in the ground broke in half & the whole thing came crashing down. My husband went outside, spoke to the driver with me on the phone, driver called his boss/dispatch, took lots of photos, & we were told that someone from PODS would be in touch. I received an email the next day & was asked to submit photos which I did. Then I was asked to provide 2-3 estimates. I submitted a quote for a replacement basketball hoop/unit/pole (brand ******) & an estimate for the labor to remove the old part of the pole that was still cemented in the ground, install the new basketball hoop/unit/pole and cement it in place. I was told that this did not meet PODs ************* would only cover repair, not replacement. I explained that the pole cannot be repaired, and that the replacement that I submitted was the closest model available (provided by the store) since the company does not sell the model we have anymore. I also submitted txt messages, emails from the manufacturer ******(offering a discount in this situation), & txt messages from the contractor stating that the pole cannot be repaired & the $70 plastic piece PODS suggested will not be sufficient or safe. PODs then said to look for just a replacement pole, so I did, however, the bracket on the current unit can only fit a 4" ****** there are no 4"poles made now. Over 40+ emails, calls, photos, txts, messages later, I am still being told that what I am asking for does not meet PODS requirements, & that I should now look for a different bracket that might fit a 5" pole. The bracket is part of the unit, it is attached to the whole backboard. I already told them that. I am just getting the runaround at this point. Please help!

  

  Business Response

  Date: 08/01/2024

  RE:      ************************* (CID 167971977)
              Complaint #: 22071467
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*************************. On August 1, 2024, PODS communicated with ************** via email, providing several options for poles available for purchase in relation to her basketball hoop/goal claim. ************** has verified that PODS request was for two to three estimates to be submitted for further evaluation. To date,only one estimatepertaining to a replacement optionhas been submitted. PODS is dedicated to working towards an amicable resolution, however, there have been challenges as ************** has submitted only one replacement option, which does not match the current equipment. Please note that PODS is responsible solely for repairing the basketball hoop/goal, not for replacement. Should ************* wish to further discuss the claim she is welcome to contact PODS directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************** may have endured.  PODS Enterprise, LLC prides itself of its quality customer service and I regret that ************** feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22071467
  
  I am rejecting this response because:

  I have viewed the 4 options that ******* sent, and none are feasible. The companies that she sent are really far stretches as a 'solution', however I did look at them all, called all 4 companies, and emailed them as well. One company I got no response from, but they had aluminum poles anyway which are not comparable to steel, which is necessary for a basketball pole.  Two of the other companies said they don't sell just one pole, and it would be over $1,000 to ship because it would have to go via freight truck.  And the last option, I spoke with, and they do not have anything that is 4"x4"x12'. 

  This is what I have been dealing with/getting back from ******* for the last 2 months, these obscure 'solutions' that just won't work, but I comply, do the search, reach out to companies, etc. and provide her with the proof that the options will not work.  

  I was not able to provide a repair estimate as ******* requested from the beginning because the steel pole is not repairable.   

  I have been getting the run around.
  

  If something is not repairable, then it has to be replaced. I don't see any other option.  I have been more then reasonable, cooperative, patient, and I have considered all her options, but they legitimately just do not work. I attached all proof of conversations of that, from the conversations with the companies, to the contractor, etc. It is not even that I am requesting something I just want.... It is coming straight from the company that the closest replacement to what we have is what I sent to her.  

   

  Please assist.

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

  

  Business Response

  Date: 08/13/2024

  RE:       ************************* (CID 167971977)
              Complaint #: 22071467
  
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. A review and **************** response confirms that a repair is an option. PODS records reflect that we are waiting on ************** to submit her estimates/documentation for the pole and freight cost to be submitted for further review.We will continue to work with **************** until the review is complete and will provide details and appropriate resolution accordingly. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22071467
  
  I am rejecting this response because:  I am not agreeing as, Ms. ******* states, that a repair is possible.  The broken pole cannot be repaired.  I was asked to look into 4 options for replacement poles, which I did. I submitted all information back to Ms. ******** I was then asked to get a complete/total quote from option #2 and option #3 including the shipping, which I did. I reached out to both companies requesting a quote for the pole and for the total shipping.  I received one estimate back from the option #3 Rarin to go Corrals. The total comes to $15,325.41. I have submitted it to Ms. ******** I have also provided proof that I reached out to the other option #2 Fence Supplies multiple times and I have not yet received anything back from them.   I am waiting to hear back from Ms. ******* about the quote she requested and which I submitted to her.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/23/2024

  PODS Enterprises, LLC has been proactive in assisting ************** by providing multiple links to companies that can provide estimates to substantiate her request. ************** has reached out to several of these companies, and while she has received one estimate so far, we understand that sourcing the pole involves considerable logistics. PODS has been diligently working with the local facility and legal team to identify additional resolution options. On 08/01/24, we shared four website options for estimates with **************. She submitted the estimate via email on 8/21, and her advocate promptly responded on 8/22. PODS remains committed to working with ************** and our internal teams to reach a satisfactory resolution.

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22071467
  
  I am rejecting this response because:

  Pods/******* from Pods received an updated quote from "Rarin to go Corrals" for the post. ****** sent it to me to sign off on as well as a release form. I read through it and then realized that the painting of the pole was not included. I had previously sent her a quote to paint the steel pole to prevent rusting. The contractor who is going to fix everything is said that it should be done. 
  I reached back out to ******* to let her know that the painting cost was missed.  She replied back that she did not receive anything for painting.  I sent her the quote again(in txt format). She replied that she needs a quote. I asked the contractor to send a formal quote, which he provided, and I sent it to her. Then she said she needs another quote. So I reached out to another painter and got another quote and sent that to her. Then she replied that it is still not sufficient, Pods is not comfortable paying for the painting quotes I provided.  
  I also let her know that it was discovered when the painter was there, as he moved the bushes completely out of the way, that the backboard itself is completely bent and damaged and would not be usable. This occured when the pole was hit and fell, it smashed the backboard into the ground causing it to completely bend and warp. I included new pictures which focused on the backboard and highlighted original photos to show that it was in fact part of the original accident and damage.
  I requested since the pole and the backboard are damaged, that the best solution would be just to replace the basketball system/unit. It consists of the pole and the backboard, and both are damaged. She has only replied back that pods will not agree to a replacement.
  
  I emailed her 2 more times asking her how we are going to repair this and there has been no response.    
  
  I appreciate your assistance in this matter. Please see all recent communication, photos, and quotes attached. 
  
  Thank you again!
  
  Best regards, 
  
  
  *******
  
  

  

  Business Response

  Date: 10/01/2024

  RE:         ******* ***** (CID 167971977
                 Complaint #: 22071467
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******* *****. ********************** received a quote for the painting of the pole, however both claimed quotes submitted are from the same party/company and not two different companies. Its a part of the claims review process to forward over two to three formal estimates for further review, surrounding the repair. Per the email communication sent to Ms. ***** on October 1st, 2024;to continue with reviewing the claim, we kindly ask that she to provides evidence that the reported bend to the backboard was caused by PODS. We have thoroughly reviewed all the submitted information, and it appears that new damage has been introduced during the review process that falls outside PODS responsibility. 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22071467
  
  I am rejecting this response because:  The 2 painting quotes are not from the same company. One is from **** at G&G Pro a contractor for $300.00 and the other is from ******* at **************** for $350.00. Two different guys we have used in the past. 

  ******* stated that she would check if that rate is the going rate for the work. I did not receive anything back from her regarding the price.    

   

  As for the damage to the backboard, I did not notice that the backboard was bent when we initially started this process. I could visibly see that the pole was snapped in two. However, the pole and backboard were knocked into tall bushes that line the driveway. I did not see it.

  When the painter came to give a quote to discuss the work to paint a new pole similar to the existing one, the bushes were completely moved back and out of the way and the damage to the backboard was noted then.  It is obvious and logical that when the pole was hit and the backboard which is attached to the pole came crashing down to the ground, the backboard sustained damage as well. The backboard is completely bent. 

  I provided additional close-up photos of the bent back board, as well as the original photos that I submitted to Pods when the damage happened showing that the damage can be seen in the original photos when zoomed in. There is no other way for me to show this.

  I asked several times how the backboard is going to be fixed as well and received no reply other than Pods will not cover that. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 10/15/2024

  RE:      ******* ***** (CID# *********)
              Complaint #:  22071467
  

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******* *****. I am happy to inform you that prior to the receipt of this complaint,the issue was resolved by a PODS representative and ******* *****. As of October 15th, 2024, we have confirmed with Ms. ***** that the issue was addressed to their satisfaction. Based on this, we ask that you close this complaint as resolved. Thank you.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22071467
  
  I am rejecting this response because:  We have made an agreement; however, I have not yet received the check. I do not want to close the case until I receive the check. 

  I would like to go on record to state that once I do receive the check, I will not pursue anything further, only because I am done fighting. I am done getting the run around. I am exhausted by this entire ordeal. It was not handled well/professionally from day one. Pods truck damaged our property and took 4 months to get a close to satisfactory offer. The amount that they said was their final offer will NOT cover the full repair/replacement. They refused to pay for the painting (paint and labor) and damage to the backboard, only a $500 additional amount was included.  The painting supplies and labor is $300 alone. 

  I run a small business and when a customer has an issue, we refund them in full or provide a complete product replacement (and a lot of times a gift for the inconvenience).   

  PODS does not put customers first, they put their wallet first.  It shouldn't matter if it was a $10 basketball unit or the professional one we had which was at about $2,500/$3,000...PODS should have stepped up immediately and taken care of this right away from day one, in full. 

  I am disgusted by their so called "policies" and the amount of time and effort it took to get partial repair costs. 

  Again, I am done with all of this and have signed the agreement.  I will not ever use PODS again. Once I receive the check, I will then acknowledge that the case can be closed, and then we are done. 

   

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

• Initial Complaint

  Date:07/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When ordering a container they dont warn you that there will be additional charges for delivery of the container to your final destination. They will place a hold on that money a week prior to withdrawal. They lead you to believe that its all paid for at the time of rental until you schedule the delivery, then they take more from you as a little surprise. This cleared my bank account and left a negative balance causing things to bounce. This is false advertising as far as Im concerned.

  

  Business Response

  Date: 08/01/2024

  I am in receipt of your correspondence concerning PODS customer, *****************************. The review found that ********************** order was booked online at www.pods.com on June 27th, 2024 and all fees were provided at the time of booking, based on the information entered at the time of booking. An order confirmation was generated at the time indicating all pricing for the PODS service. 
   
  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:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I used pods moving and storage to move from our old house to a brand new home back in April 1st 2024. Pods had our stuff in One of their extra large containers. I had a brand new concrete driveway poured on April 1st 2024 The concrete company said give it seven days since it is above 90 on April 9th pods showed up with our container and drove on the edges of our brand new concrete driveway that measures 10 x 142 and cracked in multiple places also snapping the ear off the concrete edges. Im seeking at pods pays the $****** in damages to our brand new driveway says they were told to stay on the center of the driveway and they drove all the way off to the dirt and back up on it and multiple places. Pods has sent us off to their insurance company (********* *******) that refuses to return any emails any phone calls and tells me when they do return emails that they are still waiting on pods to give them the information when I call pods in my local town. They have said they have given all the information and they dont know whats taking so long, Im sure they dont 2 Want to pay out a $ ****** claim Im seeking Better Business Bureau to help out trying to get this resolved because I would like to have My brand new driveway.

  

  Business Response

  Date: 08/02/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. ********************** LLC. can only respond on how the damage occurred.  This was a PODS truck in motion requested to be placed on a new driveway, therefore any claim disputes or requests for updates would need to be addressed directly through ********* ******* Insurance.  Please have this complaint/request removed from PODS Enterprises LLC. and forwarded to ********* ******* Insurance, ***************************************************************, as the Customers remaining concerns are based solely on the handling of the claim. Please reference the complaint filed with the West Florida BBB complaint# 22070645 on behalf of Customer name to ********* *******.
  
  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 he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved/forwarded appropriately.
  

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/15/24 four PODS were picked up from my house. All 4 had been delivered and positioned and placed by PODS drivers the week before with no issues. 3 of the PODS were picked up with no problems. When the 4th POD was picked up, the driver negligently was not paying attention to the "Podzilla" and ripped a large portion of the gutter from my house. At no time did the driver attempt to come to the door or to notify us in any way of the damage that occurred. I work from home and my office overlooks the front door so I would have known immediately if he had approached. We found out the gutter was damaged when we walked out front after work. I immediately called PODS customer service to report the claim. I received an email from Advocacy Claims on 7/16 notifying me that the claim had been opened. I responded that day with a report and pics of the damage. I received a bid for repair which was also provided to Advocacy Claims. I then heard nothing from them. I left a bad review and someone from the ************ team reached out promising a response. I then received an email on 7/18 stating the were committed to responding in 3 days. Since then, I have sent numerous follow up emails as well as provided a paid receipt for the repair - which needed to occur quickly in order to prevent further damage to my property from the various rainstorms we have had. It is now 7/30 and I have had zero response from this company on the status of my claim, or on anything. This company is an absolute disgrace and I want a response and immediate reimbursement of my $645.00 for the repairs for the damage caused by their driver's negligence.

  

  Business Response

  Date: 08/09/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************. On 7/31/***************************** representative and ************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.   We have confirmed with ************** that the issue was addressed to their satisfaction. Based on this, we ask that you close this complaint as resolved.Thank you.

  Customer Answer

  Date: 08/09/2024

   
  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:07/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/1/24 I agreed to the charge and delivery of a 16ft POD for $1009.54. And a second charge of $844.42 for a second 8ft POD. I was charged and the PODS were delivered. I told the company I was moving to ****** ** and I didnt have a house yet but gave my mothers address in **. I paid $6078.59 to get the PODS from ******* to **. I was told the nearest PODS warehouse was ***********. I thought that was strange because ****** is such a big city surely they have a facility closer. I was told no, Longmont is the closest. I called to get my drop off so I can move in 7/30/24 and empty the PODS so I dont get charged another month for storage. I was told that they didnt service the area and they need to be moved to the ****** facility. I was confused because I asked them for a closer location to ****** and I could have told them ****** but I dont know where there facilities are located. I was told they need to be shipped to the ****** facility $975.92 for the PODS to be moved. I had to acquiesce because they literally are holding everything I own in the world. They said this would be the last charge. They then charged me $554.48 on top of the $975.92. And I woke up today to a charge of $396. I shouldnt have to pay extra for the service I was promised. I believe they sent it to the ******** facility so they could charge me more. Ive now been charged $1926.40 to which I did not agree to. Every time I reach out they deny me access to a supervisor or manager. They sent up a case which I wasnt even consulted on, just given a case number: Customer ID: ********* Order Number: ******* Case Number: ******** I then received an email that the case was resolved not being talked to once by anyone of importance. Every time we call we are refused to speak to someone higher up. Our emails are ignored. I dont know what else to do.

  

  Business Response

  Date: 07/31/2024

  I am in receipt of your correspondence concerning PODS customer, ****************************************.    On July 30th, 2024, our PODS advocate spoke with **************************************** to address scheduling & pricing concerns.   We are currently working with  **************************************** with the hope of reaching an satisfactory 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:07/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a shipping container in ********** Jan 31, 2024 to be delivered to ******** June 30, 2024. In the interim, we had been billed monthly storage fees. To date, we have paid all pick up, storage and delivery fees and have since closed our account once they picked up their own storage container on 7/3/2024. However, they have since been incredibly rude and aggressive asking me to pay more money and threatening to send my account to collections for an account that is current. They are incredibly dishonest and are trying to charge me more money for services that I have not used.

  

  Business Response

  Date: 08/05/2024

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

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We scheduled access to our PODS at the local storage facility by calling 24 hours in advance as instructed. However, access was not granted, and we had to wait three days before we could get to our PODS. Additionally, despite notifying PODS 10 days in advance for the final delivery, which exceeds their stated requirement of 7 days, our request was not accommodated due to their scheduling conflicts, which were not communicated to us. This delay caused significant financial hardship as we were closing on a house and needed to sign a legal document for the owner to allow us to drop the PODS off prior to closing.Upon delivery on July 18th, a day before our closing, and pickup on July 23rd, the PODS driver drove their truck over our lawn, causing substantial damage that will need to be repaired. This occurred even after we instructed the driver not to do so. There was plenty of space in our driveway for the truck and equipment to move around, but they neglected to respect our property.From customer service to the facility staff and drivers, our concerns and complaints were disregarded, with no follow-up calls despite promises made.As customers, we feel treated as second-class citizens, ignored, and brushed off. Based on our experience, we cannot recommend PODS to anyone for any reason. We are only asking for PODS to pay for the lawn damage and any legal fess that we incurred due to these issues.

  

  Business Response

  Date: 08/01/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************. **************** contacted PODS on July 9, 2024, regarding a scheduling dispute. This matter has been addressed, and **************** was informed of the resolution findings on July 18, 2024.PODS is currently awaiting further communication from **************** regarding his mention of property damage. **************** is requested to reach out to PODS via the designated email sent to him on July 26, 2024. If there are further inquiries or if additional information is required, please feel free to reach out.

• Initial Complaint

  Date:07/26/2024

  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 & amount of money paid to business: 7/15/24 ($545.61) - 7/20/24 ($737.50)What the business committed to provide: Pick up Pod on 7/16 (fulfilled), deliver to destination on 7/20.What the nature of the dispute is: Delay (more than 10 days)Moving from ******, ** to **********, and supposed to settle in the new place by now if Pod delivered container as scheduled. 6/20/24, scheduled Pod to deliver container to new location on 7/20 via phone. Dropped off 7/15 and picked up 7/16. However, tracking Pod on website on 7/19, day before my move in day, my dashboard showed that it was still in ****, **. I called customer service 3 times and found ************************** canceled my original schedule WHITOUT my consent They claimed that I hadnt signed some form but I explained to him I did sign it more than 5 times on the website because every time I log in to the Pods website, it prompts me to sign the form again.They changed the delivery date to 7/29 (Pod leaves **** on 7/24, arrives in CA warehouse on 7/28)On 7/25, They changed the delivery date AGAIN to 7/31, claiming that I hadnt signed on some form again, I explained the same thing about the malfunctioned website, they finally emailed me 2 forms to sign. I immediately signed both and sent them back to the designated email address I had to changed my work schedule and am stuck at a temporary place to stay when I have to be in the ******** for work due to Pod delay. I request a refund due to: 1) Significant delay negatively impacting work 2) Pod website extremely unreliable. Signed required documents on the website, still had issues, NOT my fault 3) Pods didnt reach out and canceled my original schedule. Didnt reach out to me until the scheduled shipping date passed and had changed schedule. 4) each Pod *** told me different info; no clarity.

  

  Business Response

  Date: 08/01/2024

  I am in receipt of your correspondence concerning PODS customer,***********************.  ************** and PODS representative have been in communication to discuss his dispute from July, 26, 2024. At this time we are awaiting a response from **************, please have him reach out to PODS from the designated email correspondence. 

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22046973
  
  I am rejecting this response because:

   

  I have been in contact with PODS **** I am awaiting to see what their compensation amount for this issue is. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/09/2024

  I am in receipt of your correspondence concerning PODS customer,***********************.  Due to unforeseen circumstances, Mr. ****** container was delayed. I would like to assure you that we have promptly addressed this issue,and as of August 6, 2024, ************** has been compensated for the delay. The refunded amount should be reflected in his 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.