Complaints
This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,563 total complaints in the last 3 years.
- 395 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/09/2024
Type: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.
Furniture placed in pod 9/21/23 as hot water tank blew up. Furniture was dried. Opened on February 14 2024 and all furniture was moldy and had to be destroyed. Pod leaked. Im still waiting to get money so I can buy furniture. Have none. 75 yrs old. Help!!
Business Response
Date: 07/10/2024
I am in receipt of your correspondence *****************************. We would like to clarify that ***************************** is not our direct customer, but rather the end-user of a container rented by another party. A PODS representative has been in contact with our customer who rented the container on ************************** behalf. On July 10, 2024, a PODS representative and our customer reached a mutually agreeable resolution, which includes a Customer Satisfaction credit to address ************************** claim. At this time, we are awaiting the return of necessary documentation to process the credit. Once received, we will promptly complete the refund, effectively resolving the issue to the satisfaction of all parties involved.
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 Ms. **************;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: 07/10/2024
Complaint: 21965384
I am rejecting this response because:
Sincerely,
*****************************i rejected offer as I had 4 rooms of furniture destroyed . They offered $2000.00 which is rediculous .
Business Response
Date: 07/18/2024
I am in receipt of your correspondence concerning *****************************. Per our previous response on 11/10/2024, a complete review was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODS Enterprises, LLCs position remains unchanged. The claim was evaluated and assessed following the joint military depreciation process. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.Customer Answer
Date: 07/23/2024
Complaint: 21965384
I am rejecting this response because:Today 07/22/2024 I ***************************** do not agree with the findings in email below.
1.) why the military depression process?
im not military and this was not a military job.
2) 4 rooms of furniture , heirlooms, pictures etc were destroyed .
3.) as if 09/21/24 I will be without furniture for a yr. To long .
4.) personal anguish that has been placed on me due to all of this . A lot of stress.
For all Ive been thru I definitely deserve no less than $6000.00. That is $1500 a room.
low for what was list but that is the lowest Ill take. I feel that is a fair amount.
Sincerely,
*****************************Customer Answer
Date: 07/23/2024
Complaint: 21965384
I am rejecting this response because:Today 07/22/2024 I ***************************** do not agree with the findings in email below.
1.) why the military depression process?
im not military and this was not a military job.
2) 4 rooms of furniture , heirlooms, pictures etc were destroyed .
3.) as if 09/21/24 I will be without furniture for a yr. To long .
4.) personal anguish that has been placed on me due to all of this . A lot of stress.
For all Ive been thru I definitely deserve no less than $6000.00. That is $1500 a room.
low for what was list but that is the lowest Ill take. I feel that is a fair amount.
Sincerely,
*****************************Business Response
Date: 07/26/2024
I am in receipt of your correspondence *****************************.The military depreciation process is a standardized method used to assess the value of damaged or lost items based on their age and condition. This approach is widely adopted in our industry to ensure a fair and consistent evaluation for all claims. While this process is applicable to various types of claims, both military and civilian, it maintains uniform criteria for all assessments.
We regret that we are unable to revise our decision on this matter. Please be assured that the claim was thoroughly reviewed for accuracy. If our customer wish to pursue the claim further, they have the option to file it through their insurance company to explore the possibility of obtaining the desired compensation that Ms. Antonelli is seeking. Should they decide to proceed with this course of action, they have been advised to provide the assigned adjuster with my contact information and our case number and I will ensure they receive the necessary assistance.Customer Answer
Date: 07/26/2024
Complaint: 21965384
I am rejecting this response because: this not an insurance issue. Your pod leaked caused damage and its intricate pod peoples issue to correct
Sincerely,
*****************************Initial Complaint
Date:07/09/2024
Type: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 May 17, I updated my desired moving location to *****. As a result, my PODS storage facility was updated to ******************. On July 9, I called to schedule to get my PODS delivered to my final location *****, which is about 10 miles from the **************, ** location. On July 9, I was informed that items were not at the **************, ** location, but were at the **************, ** location which did not service my delivery area of *****. As I inquired about the location change, I was told that it was because **************, ** was full. I did not authorize the location change from **************, ** to **************, ** . Currently, PODS is demanding that I pay an additional transit fee to have my items shipped back to **************, ** to be delivered to *****. As a customer it is unfair practice to have be required to pay for additional service that I did not authorize. I was not aware of the transfer and now I am being required to pay for additional transit fee.Business Response
Date: 07/11/2024
I am in receipt of your correspondence concerning PODS customer, **************************************. On July 11th, 2024, our PODS advocate spoke with *****************************************; to discuss 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.Customer Answer
Date: 07/22/2024
Complaint: 21964878
I am rejecting this response because: this is only a notice if investigation. This notice was sent 11 days ago with a promise to follow-up in 3-5 days, I have not heard any follow-up or resolution to my claim
Sincerely,
**************************************Business Response
Date: 07/24/2024
On July 23rd, 2024, our PODS advocate advised ************************************** that the review was still underway. On July 24th, 2024, our PODS spoke with ************************************** to explain what had been involved in the review process and shared the findings. We are currently working with ************************************** as to what we may be able to offer as a goodwill resolution to the claim in the hopes this matter may be able to be resolved amicably.
Initial Complaint
Date:07/09/2024
Type: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 scheduled a move across the country from ******, ** to *********, ** months ago. Scheduled a POD and it was picked up without issues. There was an expected delivery date on 7/5/24, and I received an email confirmation of its delivery a few days prior (on 7/3/24), as expected; it says they would give us an expected time of delivery the night before. We called them to request a delivery in the morning. However, at this time, they told us the delivery was CANCELLED and the pod was still in *******, ** as of 7/3/24! We were completely astouded as we were under the impression everything was on track to be delivered. We have spent probably 12 hours on the phone speaking to customer service and that the earliest they can deliver our stuff was 7/17/24. We are actually not available for weeks as we are in vacation in ****** during this time (non-cancellable tickets), and reiterated this to them numerous times that an earlier delivery has to happen. We were gaslighted, hung up on, told we'd be called back, everything, never to have an actual resolution; specifically, one of the agents (purportedly a higher up manager) was called, I think this is spelled correctly: *************************". An "expedited" review and delivery was requested by one of the agents, and we heard back that it was DENIED for the reason was that there are other pods and customers to take care of, and now we have to wait weeks. The matter is even more urgent because we have dog watchers scheduled that will need to be watched during those times, but that cannot happen in an empty apartment. In additon, we are in a VHCOL area, with no sufficient savings to pay for hotels or an AirBnB. We need our stuff urgently (and an actual expedited delivery), we need compensation for living in hotels, and we do need financial recompense in the form of a substantial discount for this.Business Response
Date: 07/15/2024
I am in receipt of your correspondence concerning PODS customer, *****************************. On July 11th, 2024, ****************** was informed that a new PODS advocate would be assigned as his primary point of contact to facilitate the handling of his claim. We are presently awaiting the delivery of ********************** container, which is necessary for us to proceed with presenting a resolution offer for his claim. We appreciate Mr. ******** understanding and patience as we work towards a 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.Customer Answer
Date: 07/19/2024
Complaint: 21946117
I am rejecting this response because: this response is generic and has no inherent meaning. I have not received a partial refund of the initial amount. Our initial agreement was for a delivery on July 5th, and the pod was not delivered until the 16th. In addition to paying for basic living necessities during this time ( I have sent the receipts already ), there must be a substantial refund for the pod itself.
Sincerely,
*****************************Business Response
Date: 07/22/2024
We have received documents from ***************************** and our PODS advocate is currently reviewing the claim. We appreciate ********************************* patience as we continue through this process. We are working diligently to resolve this matter as swiftly as possible.
Customer Answer
Date: 07/31/2024
Complaint: 21946117
I am rejecting this response as the issue has yet resolved. While the company is purportedly refunding me by $1,000, this has not yet occurred.
Sincerely,
*****************************Business Response
Date: 08/05/2024
***************************** returned the document that will enable the refund regarding the settlement offer accepted by *****************************. We are currently waiting for our PODS billing team to process the refund.Initial Complaint
Date:07/08/2024
Type: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.
Incompetent customer service and empty promises.Business Response
Date: 07/19/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. On July 9th, 2024, as well as on July 18th and 19th, attempts were made via email to reach out to **************** to discuss his concerns. Unfortunately, these attempts have been unsuccessful, and a voicemail was also left. We invite **************** to contact us to discuss the issue further so that we may provide a resolution. All contact information for the PODS Resolution Specialist assigned to the issue has been provided.
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.Initial Complaint
Date:07/08/2024
Type: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.
Container delivery is scheduled for tomorrow, July 9, 2024. I received a text saying that I needed to reschedule or confirm the delivery date by July 8. On July 8, I called to confirm the July 9 delivery. The PODS employee told me that delivery for July 9 (tomorrow) has been cancelled. She said that PODS emailed on July 1 saying I needed to do paperwork. I did not see this email. If the delivery depended on this paperwork and was at risk of being cancelled, a responsible business would have called me on the phone stating that there is an urgent matter. Further into my conversation on July 8, a PODS employee acknowledged that I had already done the necessary paperwork. She said that I did the paperwork on July 1.I told her that I had previously asked a PODS employee whether there was anything further I needed to do, beyond the aforementioned paperwork, to ensure that the delivery would take place as planned. The employee said, in direct terms, no - there was nothing more that I needed to do. Now PODS says that they cannot deliver my belongings until July 17. Driving distance from ******, ***** to *****, ******** is less than 8 hours (7 hours, 20 minutes, according to ****** Maps). According to PODS, standard transport time from ****** to ***** is five days. Current date is July 8. They are planning a new delivery date of July 17. Not only is this several days later than the scheduled delivery date, it is also longer than five days.Until today, July 8, I believed that my belongings would be delivered tomorrow, July 9. I have movers scheduled to empty the contents of the PODS container on July 10.I was confident that PODS would honor the delivery date they committed to. I filled out necessary paperwork. An employee confirmed that that was the only necessary paperwork. I trusted PODS to follow through. Now I have no furniture, dishes etc. until after July 17, since the earliest date I can reschedule movers for is July 18.Business Response
Date: 07/15/2024
I am in receipt of your correspondence concerning PODS customer *************************************; On July 14th, 2024, contact to discuss the issue was initiated with ******************************** to address her concerns. We have completed the review of the account and have found some opportunities to review with the customer further, at this time, we are waiting on the customer's response.
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************************** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that ******************************** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.Initial Complaint
Date:07/07/2024
Type: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 June 27th I was on the phone with customer service for an hour obtaining info about ordering a *** for July 5th since it was the only date several of us had time off from work and my 72 year old mom, who is selling her home, closing was scheduled for July 10th. Family drove from ** to pack up the house. The morning of July 5th the PODS driver calls with an attitude asking me where I wanted the *** and he'd be there within the hour. I told him our driveway will be too tight so it will be on the street in front of the house. He barks out "YOU GOT A PERMIT FOR THAT?" I responded "no I was never told I needed a permit and I've seen PODS on the street before. He then says "Well you need a permit and I'm going to speak with my supervisor". He said some other things but by then I was steaming because his tone was so unprofessional and again we were on a time constraint. I called DPW and they were willing to give us a permit on the spot. DPW is located 10 minutes from my mother's house so I rush from my home to get the money orders and permit. At that point the driver got to my mom's house and was in my brother's face saying "I could drop the *** but I'm not going to. I'm calling my supervisor" It was a complete nightmare. He then jumps in the cab of the truck with the *** and takes off. I immediately called customer service and explained what happened and they couldn't get in touch with him or anyone else. I spent hours trying to get someone to come and ultimately after going ballistic was able to get them to reschedule for July 6th. The driver that showed up on July 6th was AMAZING. He explained the process and called the morning of and let me know we were his 2nd stop. Turns out the guy who came on 7/5 wasn't a regular driver. He was a technician and because PODS was short drivers they told him he needed to be a driver so you can imagine what type of mood he was in. He left us high and dry and I will NEVER EVER use PODS again or recommend them to anyone I know.Business Response
Date: 07/09/2024
I am in receipt of your correspondence concerning PODS customer, *******************************. On July 9th, 2024, contact to discuss the issue was initiated with ******************************* in order to address concerns about the move and work toward a resolution. We currently await ********************************* response.
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************************* may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that ******************************* experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.Customer Answer
Date: 07/14/2024
Complaint: 21953265
I am rejecting this response because the PODS rep and I have not had a chance to connect and discuss the issue. She called me on Tuesday July 9th but I was busy and at work. I left her a voicemail on Friday, July 13th and have not heard back. I will give her a call tomorrow, Monday July 15th.
Sincerely,
*******************************Business Response
Date: 07/18/2024
On July 17th, 2024, our PODS advocate spoke with ******************************* about the move experience thus far. ******************************* accepted an additional discount on the move as a resolution to the claim. We appreciate ******************************* bringing the issue to our attention and consider that the matter has been resolved amicably.
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:07/07/2024
Type: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 issue started on 4/30/24 after I had asked the company to swap out an 8' container for a 16' container in the midst of a very stressful move from ****, ** to *******, **. The rep on the phone (heard by 2 other adults) stated that they apologized for the issue with the size of the 8' container and would not only honor the current pricing that was in place for that container, but EXPEDITE the container for delivery and swap that day as an accommodation and everything was in place to do so. We waited the entire day and had to stop what we were doing to wait for the container to arrive. About an hour from when the business would be closed, I chatted with a major concern that delivery had not occurred - they attempted to reach the facility manager, who couldn't be bothered to answer their phone, and the chat abruptly ended without further follow-up. We had to fly out on 5/1 - during that time PODS tried to hit our method of payment for full cost of moving - some $4300 later. Upon landing, I had a voicemail from someone from billing rudely telling me the container would be cancelled and not delivered on 5/1. Low and behold, some magic happened and I got notification that we would have our swap and delivery on 5/3. During this time, we had others having to finish packing and loading this other container that was now long overdue. Now, two months later, our stuff still is sitting in storage racking up fees (that I want removed entirely once this is resolved) because PODS wants to bill $4300 for this move, when they said they'd do it for $3122. Their only resolution is to offset the $4300 they want to collect by sending a refund check of $1100, which doesn't allow us to finance the container the same way we did before - assuming the facilitator ALLOWS us to use them again. I have an email admitting fault to the bait and switch that has occurred due to "their advisor not quoting the correct price." Please ship our stuff and refund this move!Business Response
Date: 07/15/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, ***********************. As per our previous responses on May 27th, 2024, and July 1st, 2024, PODS conducted a thorough review of Mr. ******* account. Based on the findings of these reviews, PODS believes the resolution offered was appropriate.
In the spirit of customer service and thoroughness, ********************** revisited and re-examined the issue upon receiving feedback on this complaint. Despite this additional review, PODS Enterprises, LLC's position remains unchanged. The offers extended to **************** are still available and await his acceptance to complete the resolution process.
PODS regrets that they could not alter their position on this matter, but please rest assured that the issue was reviewed comprehensively to ensure its accuracy
Customer Answer
Date: 07/15/2024
Complaint: 21952550
I am rejecting this response because the resolution presented is unfair and does not satisfy the rationale for our complaint. I have spoken with ******* who has further brought this to her management team for additional consideration based on our conversation and our wishes for a fair resolution. We asked for PODS to remove all present charges and ship our belongings with no further charges. A refund of services rendered is not an ask of ours at this time.We are waiting for further communication at this time.
Sincerely,
*******************Business Response
Date: 07/23/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. On July 22, 2024, a PODS representative and **************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim. We are currently in the process of completing the refunds to the PODS account, satisfactorily resolving the issue.Customer Answer
Date: 07/23/2024
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.
My only concern is that the timing may produce additional charges when the resolution is designed to not have any. I must dont want to be charged due to how dates fall if our container is not in my possession in time.I ask for additional amnesty if rental fees come about. I will be happy to pay the delivery fee and protection if applicable.
Sincerely,
*******************Initial Complaint
Date:07/06/2024
Type: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 6/12/24 I called to get a quote from PODS for two of their containers for our move from CA to ID. The sales agent (Adrianna R*****) quoted me a price of around $3500 and assured me that was the full price for two containers, and I wouldn't be charged any more than that. While I was on the phone with her, i got an email from PODS with a price quote of over $7500! I told her about the email, and she said just to ignore it, which I did. Once I went through all of the paper work and electronically sign, and gave my credit card information, I was able to see the bill that was $7500. I immediately called them back and canceled my order, which took some doing because they made it as difficult as they could for me. Finely I got an email telling me that it had been canceled (see attached). On July 4 I got an email from PODS confirming my delivery for two containers on July 7! I looked on my credit card and saw that there was a pending charge from PODS for $5636.66. I called PODS and was told that my order had in fact been canceled and they only charge credit cards when containers are delivered, so I wouldn't be charged. When I asked about the pending charge on my credit card, I was told the she could do nothing about it and I would have to talk to my credit card company. What??? On July 6 PODS charged my credit $5636.66. I filed a dispute with my credit card company against PODS. This was not a mistake made by PODS, they deliberately charged my card knowing full well that my order had been canceled. Their whole ordering process is set up to scam people and it needs to be looked into!Business Response
Date: 07/17/2024
I am in receipt of your
correspondence concerning PODS Enterprises, LLC customer, ****** ******.
On July 15th, 2024, a PODS representative reached Mr. ****** by
email to inform him of a full refund provided for his canceled order,
followed by a voice message, as a resolution to his claim.
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 of its quality customer
service and I regret that Mr. ****** 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.Initial Complaint
Date:07/06/2024
Type: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 PODS order was to move a storage unit from ******** to **************. Unit arrived on time and was picked up on time (05/30/24). Unit was scheduled to arrive in ** on 06/08/24. On the evening of 06/06/24 I was informed the unit, with all of my belongings and living essentials, was not going to arrive in ** until 06/19/24. I was not given any further information and was met with a very rude customer service employee. They insisted someone would be in touch with me the next day, but no one from PODS ever reached out to me. For the next few days, getting in touch with PODS was a disaster. I got several different answers as to when the *** would arrive to the address (varied between 06/09/24 - 06/19/24), making it incredibly difficult to make plans and accommodations. I was stranded in ** without any of my belongings. PODS assured me they would let me know when the unit arrived to the shipment center immediately. Well, they didn't. I only learned it arrived to the shipment facility (in *******, a 30min drive away) because I called and asked. Apparently, the *** had been there for a whole day even though I was in touch with PODS the day it had arrived and were told it was in ******. Even though the *** was in ******* (a 30 min drive to our delivery address) on 06/08/24, they insisted they could not deliver it until 06/19/24. 11 DAYS late, even though it was 30 min away. We had to hire another moving company (shout out to 2 men and a truck) to retrieve our belongings. PODS refused to make any adjustments to ensure the delivery of our belongings in a timely manner. Mishaps happen, but the apathy in trying to rectify the delay was heinous.What a horrible and stressful experience for a long distance move. PODS reimbursed me for some of the extra moving costs, but would not discount the (pricey) cost of the service. I paid way too much for this service. Completely unsatisfied with our treatment and disappointed at the lack of effort for PODS to make things right.Business Response
Date: 07/09/2024
I am in receipt of your correspondence concerning PODS customer, *********************. On July 9th, 2024, contact to discuss the issue was initiated with *********************. According to our records, this issue had already been addressed by our Customer Resolution Team, and a settlement of the claim was agreed upon with *********************. We are currently awaiting a response from ********************* to ensure that all concerns are fully addressed.
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:07/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Was quoted a price brought out pod, after they picked up pod. Completely changed the price , over charged my account, claimed to give me a refund of the ****** over charge. Never received that refund, had to file a fraud claim with bank to return the over payment that was taken from my account.Business Response
Date: 07/09/2024
I am in receipt of your correspondence concerning PODS customer, *******************; On July 9th, 2024, contact to discuss the issue was initiated with ******************* in order to address billing concerns and work toward a resolution. We currently await *******************' response.
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************* may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that ******************* experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
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