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

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

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

  
• 

  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  

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:07/16/2024

  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 made an order with pods on may 26th over the phone. The person I was talking with was pleasant BUT the information I was given was incorrect. Over the phone I was told that I would pay roughly 2000-2400 for my container to be shipped (including the drop off fee, transportation and pick up) and I made sure multiple times that was the amount for everything. Right now Ive been charged over 3000 all together so far and called customer service. All they did was keep redirecting me to different people and kept telling me I confirmed the payment (by providing my credit card over the phone) and that I agreed to this amount. They kept referencing a confirmation of payment email (which I never got because they mistyped my email after 2-3 times spelling it out) and that technically I agreed over the phone to these other payments. I didnt realize my email was wrong until I tried logging in to confirm a pick up date so it was maybe 2 weeks after the call. The customer service representative told me it was my fault that I didnt go to my invoices to look at the payment amount sooner as I just noticed the charges on my card a week after pickup. I never was told to look at a confirmation email on the call for the amount and also never signed anything off on paper for payment confirmation/contract it was all just over the phone. I asked for the phone call as proof to make sure I didnt misunderstand but was redirected to documentation that was enough proof when the phone call in my opinion provided more info. They also kept emphasizing how much I already saved with discounts and kept going in a circle about docs and saving amount but never the proof I wanted to see. I would like some action taken as my experience was terrible and nothing was resolved or cleared up about my understanding

  

  Business Response

  Date: 07/17/2024

  I am in receipt of your correspondence concerning PODS customer, *************************.   On July 17th, 2024, contact to discuss the issue was initiated with ************************* in order to address pricing 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:07/16/2024

  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.

  I had scheduled a PODS service for 2 containers. On June 21st they dropped off the first one with the 2nd scheduled to arrive on the 25th. On the 22nd I realized the first one they dropped off was damaged and does not lock. I called to get it replaced and spoke to 5 different people cause no one would help me. They told me they couldnt replace it until July 1st but I had to be out of my house by June 28th. They told me there is nothing they could do about it. So I had to cancel their service and use another company that could help me on my time line. They still charged me $531 and refuse to provide a refund because I cancelled. I didnt cancel cause I changed my mind, I canceled because they sent me a damaged container and couldnt replace it in time before I had to move. In the last 3 weeks Ive spoken with over 10 different people and no one will do anything.

  

  Business Response

  Date: 07/17/2024

  RE:       *********************** (CID 167700204)
              Complaint #: 21996705
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, ***********************. ********************** records reflect that the ******, agreed to the PODS rental agreement through their online PODS portal the same day as the account was set up and ordered. The policy as outlined in the agreement; if a customer cancels their order after the initial delivery has occurred, which was the case for the ******; policy is to schedule the pickup, and customer will be responsible for delivery fee, first months rent, and Contents Protection Coverage option, which is what equals to $531.43, in the ****** case. No Compensation is warranted. Should there be any further concerns PODS can be reached directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that the ****** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that the ****** 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. With receipt of this correspondence PODS Enterprises,LLC considers this matter resolved.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21996705
  
  I am rejecting this response because:
  
  I did not cancel because I felt like it or changed my mind. I was forced to cancel because I was delivered a damaged pod and they could not provide me a replacement one in time before I had to be out of my house. What was I supposed to do? Move my stuff onto the street? I begged for a new container, spoke to 5 different people and not one person told me they could replace the pod in time  I had no choice but to cancel because of pods damaged container and inability to replace it in time  

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

  

  Business Response

  Date: 07/19/2024

  RE:      *********************** (CID 167700204)
              Complaint #: 21996705
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, ***********************. According to the ******* response, its confirmed that they initiated canceling. In light of these circumstances, no compensation is warranted in accordance with the terms and conditions as previously outlined. For direct inquiries, PODS can be contacted at **************. Our customer service team is available Monday through Saturday from 8:00 AM to 10:00 PM EST and Sundays from 10:00 AM to 6:30 PM EST.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21996705
  
  I am rejecting this response because: I am not denying I initiated the cancellation. But the reason I had to was because they could not replace my pod in time with one that was damaged. I had to be out of my house June 28th but the soonest they could provide me a new pod was July 1st. They forced my hand as I had no choice to find someone else who could give me a container before June 28th because they could not. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/16/2024

  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.

  This has been an exceptionally challenging time for my family during our military move.We have been working with PODS for 3 months on coordinating and executing the move and everything was going smoothly until it came time to collect our weight tickets (which are required to be included with the military's reimbursement system). Not having the empty weight tickets is putting significant hardship on our family as we are struggling to make ends meet. The military pays a specific amount per pound which incentivized us to use PODS as we are to be paid $11K for our time and troubles.At this time, I have called in 5 times and went through their email system without any resolution. The employees at PODS have been helpful on the call creating new tickets for their resolution team, but I have not yet been contacted back by anyone or followed up with after my initial calls.Calls about this issue:- June 4th for 7 minutes.- June 11th for 15 minutes.- June 13th for 6 minutes.- July 7th for 13 minutes.- July 11th for 3 minutes (this one the person on the line pretended to not be able to hear and cut out their voice as it was outside of working hours and they did not want to deal with it).What we truly want is for the empty weight tickets (for 1 LARGE and 1 SMALL container) to be provided as documented in our order that we have paid for otherwise we are out a substantial amount of money.

  

  Business Response

  Date: 07/22/2024

  PODS has received your correspondence concerning the customer, *************************. Due to unforeseen circumstances, **************** experienced a delay in receiving his military weight tickets. We would like to assure you that this issue has been promptly addressed,and as of July 19, 2024, the weight tickets were emailed to ****************. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are further inquiries or additional information is required, please feel free to reach out.
  

  Customer Answer

  Date: 07/22/2024

   
  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:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint regarding my recent experience with PODS. I rented a storage unit and subsequently purchased the contents/container protection through the PODS website. However, the website failed to clearly outline the coverage details and exclusions until after the purchase was completed. This lack of transparency prevented me from making an informed decision, and had I been provided with the necessary information upfront, I would have opted for a more reliable alternative.Moreover, due to a breach in the seal/door of the PODS container, pests infiltrated the unit, causing significant damage to my personal belongings. As a result, I was forced to dispose of approximately $3,000 worth of property. This incident was not caused by any action or negligence on my part but was a direct consequence of the compromised integrity of the container provided by PODS.In my efforts to seek a resolution, I filed a claim with the insurance company, Unirisc, but my claim was denied twice. Given that this issue originated with the purchase on the PODS website and the significant financial loss incurred, I am seeking a full refund of $1,144.92 for the rental and associated services.This request is made in good faith, considering the inadequate disclosure of exclusions prior to purchasing the contents/container protection and the substantial damages I have suffered due to the compromised storage conditions. I believe that this resolution is fair and just, reflecting responsible business practices and customer service standards. I trust that ********************** will address this matter promptly and to my satisfaction.Thank you for your attention to this serious issue.

  

  Business Response

  Date: 07/16/2024

  RE:       ***************************** (CID 167998362)
              Complaint #: ********
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*****************************. ********************** can only respond to how the coverage was presented, therefore any claim disputes would need to be addressed directly through ************  If ******************** is disputing the validity of the denial she would need to contact ************ directly and go through the applicable dispute process. Please have this complaint removed from PODS Enterprises, LLC and forwarded to ************, ***************************************************** as ******************** remaining concerns are based solely on the denial of the claim. Please reference the complaint filed with the West Florida BBB complaint# ******** on behalf of ******************** to ************
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that ******************* feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21983098
  
  I am rejecting this response because: my complaint is NOT based solely on the denial. My complaint is based on the way your insurance information is presented your website; which purposefully leaves pertinent information out that would be necessary for a consumer to purchase vs. not purchase an insurance policy advertised prior to checkout of the pod itself. The insurance is presented based off the amount of desired coverage based off the value of the contents inside the pod, and willfully excludes most of the exclusion clauses. Those clauses are only disclosed AFTER a purchase is made. Had I been made aware of this I would have never used you. Your customer service reps refuse to help or submit a support ticket based off the omissions on your website and they have refused to even issue a partial refund based off something of no fault of my own. Willfully omitting information prior to purchasing is not a truthful or fair business practice. The cost of my services so far $1144.92. I wasnt asking for a full refund, rather a partial refund.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/19/2024

  RE:     ***************************** (CID 167998362)
             Complaint #: 21983098
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, *****************************. A thorough review confirms that ******************** booked her order through PODS' online portal. During the booking process, all customers are responsible for reviewing the terms outlined in their agreements,which detail the services they have elected to receive including the additional contents protection option. Additionally, it is verified that ******************** accepted PODS' rental agreement at the time of booking, indicating her acknowledgment and agreement to all pertinent information as outlined. There is a red hyperlink confirming an option to click on Rental Agreement, providing the customer the option to read the agreement prior to booking their order.Customers also have access to all legal documents via their online account under the documents tab after booking. Should they decide to cancel their booked order prior to the scheduled service date of a PODS brand container being delivered to the property, such options are available. Therefore, no compensation is deemed warranted under these circumstances. For further assistance regarding their account or billing, customers are encouraged to contact ********************** directly at **************. Our customer service team is available Monday through Saturday from 8:00 AM to 10:00 PM EST and Sundays from 10:00 AM to 6:30 PM EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that ******************** feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21983098
  
  I am rejecting this response because: their response is simply not true. The do not list all the exclusions at the time of purchase that would influence someones purchasing  decision. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/12/2024

  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.

  PODS scheduling is not being followed. Scheduled a online pick up for Tuesday and been strung along all week. Now the driver came to pick up the Pods and did not pick it up and left. So I am left holding the bag. This is not a very competent company. I had a high expectation for this company.

  

  Business Response

  Date: 07/18/2024

  I am in receipt of your correspondence concerning PODS customer, *************************************.  Our ********************** advocate has been in continued communication with ************************************* since July 11th, 2024.    The most recent contact was July 17th, 2024 when our PODS advocate spoke with ************************************* about the billing on the account.   ************************************* agreed to ensure the pending charges either proceeded or dropped off before we could move forward with the claim.   We look forward to continuing to work with ************************************* in order to reach an amicable 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: 07/18/2024

   
  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:07/12/2024

  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 ordered two containers from PODS for my move. When they delivered the containers, one was damaged and they had to swap it out. The damage was by no fault of my own. This is where the problems began. Instead of removing the damaged POD from my billing account, they began charging me for three PODS. The swap also created unauthorized and erroneous price adjustments to my services. This has resulted in many erroneous charges made to my credit card. I was contracted for a total of $696.71 including tax. To this date they have charged my credit card $1,360.97. I have spent over 10 hours on the phone with their customer service and billing departments throughout this process trying to get my credit card refunded for the erroneous charges. I have been berated, accosted, and verbally abused. They have been unsuccessful in refunding me the correct amount, and two days following the final pickup and payment, I am still receiving erroneous charges on my credit card. Its absolutely out of control and behavior like this cannot be tolerated. I have filed disputes with my credit card company and am also filing this claim with the BBB. *** never felt so abused and taken advantage of by a merchant. I honestly cant believe they conduct business in this way. Ive tried everything I can to get this rectified but PODS has made it impossible. I need further assistance in this matter.

  

  Business Response

  Date: 07/15/2024

  I am in receipt of your correspondence concerning PODS customer, *****************************.   On July 15th, 2024, our PODS advocate spoke with ***************************** and confirmed the billing had been reconciled on the completed order.    ***************************** was provided our advocates direct contact information should the need for any further assistance arise.   
   
  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: 07/15/2024

   
  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:07/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired PODS had them for less than 30 days scheduled my pickup and due to issues on their end they were unable to accommodate my pickup and therefore they charged me another month and for the last 4 months they have been stating they would refund my monthly fee in its entirety of ****** and have still failed to compensate me and even trying to discuss the matter the response is always met with push back and confusion as if they dont see all the notes

  

  Business Response

  Date: 07/24/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer *********************. On 07/23/2024, a ********************** representative informed the customer of the review findings.There is no credit due as the customer has already received two refunds on 4/2/24 and 5/30/24, and a third refund was issued via check.
  
  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 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:07/11/2024

  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.

  In June of 2024 I made a single payment to pods. I immediately told them to take the card off file because I do not wish to use that particular card. I was told on a recorded line multiple times that the card was removed. On July 11th 2024 , I was charged ****** dollars. When I called to speak to a representative, I asked them are these calls recorded she say yes. She then proceeded to transfer me to the billing department, and I spoke to the lady by the name of ***** stated that the payment cannot be reversed and I stated I did not authorize that payment by using that card, I said how did you get this card number? She stated they looked at my last payment and use that card which was supposed to be taken off as the representative told me before. I dont believe she had the permission or this company had the permission to charge my card after I told them they did not have my authorization. *** asked for a corporate email, *** asked to speak to a supervisor and no one can help me at all.

  

  Business Response

  Date: 07/15/2024

  I am in receipt of your correspondence concerning Ms. ********************************** The account in question was thoroughly reviewed by the PODS ******************************* Following the completion of this review, no errors were found in the billing. However, to ensure ********************' concerns are fully addressed, a member of the PODS Billing/Collections team will reach out to her directly to discuss the matter further.
  

  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: 07/15/2024

   
  Complaint: 21977881
  
  I am rejecting this response because: THIS DOES NOT TAKE AWAY THE **** THAT I DID NOT AUTHORIZE THE CHARGE. THIS ISN'T ABOUT THE ****** ITS ABOUT CHARGING A CARD THAT WAS SUPPOSED TO DEACTIVATED AND/OR DELETED. I WAS TOLD THIS CARD WOULD NOT BE USED. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/25/2024

  I have received your correspondence regarding PODS customer *********************************. The collections department has been actively working with ******************** toward a resolution. On July 25, 2024, the collections agent left a detailed message for her to call us to complete the resolution and address her concerns. We are currently awaiting her response to resolve her concerns.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21977881
  
  I am rejecting this response because I have tried to contact the same lady calling me but she calls while I am working and I haven't been speak her directly.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In summary. The company made me buy a permit for street parking under one set of conditions and after having horrible communication changed the agreement/conditions for me in a way that I was no longer able to use the services or the permit which was not refundable. I would like the company to pay for the street permit since the company changed the conditions of delivery after I had already invested money into the permit. The previous conditions were confirmed before purchase by me on several separate occasions with their representative.

  

  Business Response

  Date: 07/15/2024

  I am in receipt of your correspondence concerning PODS customer, *********************************.    On July 11th, 2024, our PODS advocate spoke with ********************************* to discuss the issues related to the now-cancelled order.  During this conversation, our advocate outlined the next steps required to move forward with the claim.  At this stage, we are awaiting for the necessary documentation from *********************************. Once we receive this, our advocate will be able to proceed with the claim process.

  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: 07/15/2024

  
  Complaint: 21970350
  
  I am rejecting this response because: 
  Although I did have a call in which steps to a resolution where discussed (which I am amenable to), the steps which were supposed to be initiated by the business were not initiated yet. The business's email response says "At this stage, we are awaiting for the necessary documentation from *********************************. Once we receive this,our advocate will be able to proceed with the claim process." 
  I was told in the recent call that I would receive an email from the person I talked to, to which I would need to reply and attach my permit documentation. I have been waiting for this email but it has not arrived (I have only gotten marketing emails from PODS so far). As I have not received that email I cannot send the document in a reply email. I have checked the junk folder as I was previously instructed.
  

  However: I will attach it to this response.

  FYI: I also had attached this information to my original BBB submission but maybe the company does not have access to this.
  My email is ************************************************;
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/18/2024

  We apologize for any inconvenience and greatly appreciate ************************* patience during the review process of the claim.   We have informed ********************************* that the permit fee will be refunded as requested.
   
  
  

• Initial Complaint

  Date:07/10/2024

  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 got a qoute and locked in on PODS moving and the price was agreed on after a discount code of PODS30. I proceeded with my move with ****** to drop off container, and was stored for 3 months at the price of ******. I gave my moving address which was only a 14 mile difference. I was told my account was closed and recreated in which on documentation there are 2 order numbers, and the second order does not reflect my discount and i have 3 statements with different numbers. I had always had ***** and my moving cost even after the updated address. Until i see ***** taken from my account. I have been calling for 2 weeks, multiple agents, and one dispute and everyone say they cant help and is accurate. They said it was an additional 700 dollar for a 44 miles difference for the warehouse which cant be right when they are in the same area. The information that i know was an error is only from the 3 American based agents i spoke to. I wake up to check my account 4 a.m. another 306 was taken from my account for I ASSUME delivery fee, when i was told it was paid. And the delivery fee was only supposed to be 162. As my container is supposed to be delivered tomorrow. I need this matter resolved as they keep hit my account for amounts not agreed upon and i dont wanna close my account. Please help

  

  Business Response

  Date: 07/17/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************. On June *********, a ********************** representative and Ms. **** reached an agreement involving a Customer Satisfaction discount as a resolution to her claim, satisfactorily resolving the issue.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. **** may have endured. PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. **** feels 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: 07/18/2024

   
  Complaint: 21966950
  
  I am rejecting this response because:

  We did not come to a resolution on the discount for the redelivery fee. She did not try to thrive for customer satisfaction and accommodate me for such a big inconvenience, however she did make sure my original discount was applied on the transit. PODS also had a scheduled date to come to pick up the container on july 13th and did not show or called to say they were not coming. They contacted me to let me know they would be out to pick up the container on the 16th and i had to call off work to be present to make sure they came. Such an inconvenience and I still continue to lose money behind this company 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/22/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************. On June *********, a ********************** representative and Ms. **** reached an agreement involving a Customer Satisfaction discount to her redelivery fee as a resolution to her claim,satisfactorily resolving the issue.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21966950
  
  I am rejecting this response because: there was no complaint on June 29 2024, and the complaint i made was not resolved an still continue to make this process stressful for me.
  
  Sincerely,
  
  *****************