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

  601 NW Mercantile Pl Port Saint Lucie, FL 34986-2258

• 

  PODS Moving & Storage

  6718 W. Plank Rd. Peoria, IL 61604

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS Moving & Storage

  11891 Amedicus Ln, Unit B Fort Myers, FL 33907

  

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:07/25/2025

  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 scheduled a POD two months in advance. When I spoke with the person who created my order, I was open about the fact that I didn't know my exact address yet - the representative assured me that as long as I had the zip code, I wouldn't run into any issues. I gave them the zip and I submitted my order for a door-to-door delivery service.When I had secured my address, I went to schedule my pod's delivery. When I inputted my address, it told me that it was outside of the delivery range. I called the number provided - it was out of service. I called the main number, and was left on hold for 20 minutes. I called again, and was told that there was an error with the system, and that I would have to call back when my pod was delivered. They said that I could "hope" to keep my delivery date. I called back again, and explained the situation, and asked to be connected with a supervisor. I was denied. The representative said she was going to fix it "offline" and to watch for an email. They then canceled my order without my consent, and reissued a new one that was priced higher, and did not include delivery to my new address. I called back again and adamantly asked for a supervisor. I was denied. I was told that I needed to be transferred to the ****************** which told me that I now needed to add on a premium service, which did not have availability until a week after my initial delivery date. At this point I had been trying to fix the problem for three days. I asked again for a supervisor. I was left on hold and then told a supervisor would call me back. I received no call. I am extremely frustrated with the amount of time I wasted trying to fix the problem created by the company. I feel that important information about delivery into a city was a "premium" service was withheld, and that I was told to wait to fix the problem until my pod was delivered to rope me into paying. I am extremely uncomfortable that my order was canceled and re-written without my consent.

  

  Business Response

  Date: 08/03/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** *******. On July 29, 2025, contact to discuss the issue was initiated with Ms. ******* via email in order to address her concerns and work on a resolution.

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

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23656435
  
  I am rejecting this response because there has been no follow up to the "investigation" started by PODS, who has charged me for a service I cancelled within the time window to cancel.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 08/15/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** *******. On August 13th, *************************** billing department issued a refund to the card on file. 

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23656435
  
  I am rejecting this response because while I finally received my refund after three weeks of correspondence, the PODS team has still continued to mislead me. After following up with their advocacy team, I was told the payment had been "released" on the day I cancelled. When I fought back against this, I was told that it had been "confirmed" by the billing department; the *** told me that any other issues would have to be addressed through them. I asked for the email multiple times before being told that it was "not available." (Emails attached)

  I am thankful for finally having my money back, but it is egregious that A. I was charged for a service I canceled within the cancellation window. B. I was told that I wouldn't be charged until July 28th, but was charged on July 25th (the day that I canceled). (Email attached) C. It took PODS three weeks to refund a charge they did not have authorization to make.

  There are serious flaws in the PODS business model, from billing, scheduling, to customer service. I would not recommend this service to my worst enemy. I believe that there needs to be a serious investigation into this business, as I believe there is a serious risk for consumers here.

   Most concerning is the email I received from a customer ***resentative after cancelling my service (attached). Employees should not have to worry about losing their job because of the failures of the PODS business model and systems, and they should not be emailing customers directly; it creates a very uncomfortable situation.

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

• Initial Complaint

  Date:07/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called pods June 27th 2025 to schedule delivery, pickup, and storage. The agreement was delivery July 18th at 7am (understanding its a window) pickup being July 22nd and storage for 12 months. Initial price with delivery $189. July 18th at 9am the pod still isn't there. I call only to find out not one pod was ordered but two were. Neither scheduled for 7am. One was scheduled for 11am (start of the window) and 1 pm. I was very clear I needed delivery as early as possible. I realize shortly after that my account was charged $538.65 and HELD from Thursday to Tuesday. As a single mom moving it hurt. I call as im trying to pick up the penske truck and she holds me on the phone for their mistake. I explain to her that im trying to leave an abusive relationship begging her to expedite the pod and cancel the second one and she holds me on the phone. I reiterated to her I DO NOT have time for this! The pod shows up at 11..fine. Tuesday I call because I wasn't charged 189 it was 245. Im then told yeah thats the price. Let me quote what was said to me. Initial charge including delivery and pick up was 189. He says 245 as he's reading the contract and I stop him and ask. How did we go from 189 to 245. His response "oh you're right" now this wouldn't have led to such a timely complaint. However as im on the phone July 22nd stating I didnt agree to 245 i was informed that THERE WAS NO SCHEDULED PICK UP AND SHE COULDNT FIX IT! she submits a ticket I asked for a phone call not an email. What did I get.. an email stating the price was correctly disclosed and the email i never got (disclosure paperwork) because they didnt even have my email on file was "automatically generated" they are really fighting me over $56 after ALL THEY HAVE PUT ME THROUGH! My belongings are baking in 100+ degree pod in ** in JULY still with no scheduled pick up and a closed case!

  

  Business Response

  Date: 08/03/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **************************

  After thoroughly reviewing the account, we will honor the original quoted monthly rental rate Ms. **** was provided at the time of booking.

  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 on 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: 08/04/2025

   
  Complaint: 23655096
  
  I am rejecting this response because: You did not mention the additional $111.83 you've over charged me so far. Will you be refunding me the $111.83? Initial charge was ***** more than I was quoted and when I had to call for the 4th time after a supervisor was supposed to call me back and didnt. You drafted an additional $56.19 to pick up the pod. I stayed on the phone for 2 hours pleading to just pick up the pod at that point because everything I owned except necessities are in that pod and it sat in july heat in **. Now im facing spending even more money renting a penske truck again and getting another storage unit to get my belongings moved. You guys have caused me so much grief both financially and emotionally. This complaint stands if the original agreement is not honored. $111.83 may not seem like much to some but as a single momma trying to start a new life. It matters. 

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

  

  Business Response

  Date: 08/15/2025

  I am in receipt of your correspondence regarding PODS Enterprises, LLC customer, ******************************************* 8, 2025, PODS issued credits to Ms. ***** Subsequently, on August 12, 2025, PODS provided a written response to the customer, clarifying that a portion of the credit issued was specifically related to the charge in question.

• Initial Complaint

  Date:07/25/2025

  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.

  Complaint:I hired PODS Moving & Storage for a move from ********, ** to ***********, **. The delivery of my 8' container was confirmed for June 26, 2025, giving us six days to load, clean, and prepare our *****+ sq. ft. home for its new owners. Without notice, PODS canceled the June 26 delivery and rescheduled for June 30.On June 30, I called PODS when no delivery window appeared. After a long hold and a dropped call, I was told for the first time that PODS does not deliver in my area on Mondays. Delivery was then moved to July 1, which forced us to condense our entire moving plan into one day, delay our closing from July 1 to July 3, and hire emergency cleaners at $700 (invoice available). My wife lost 5 days of work ($1,100 in wages) due to PODS failure to meet its commitments.PODS offered only $116.10, citing policy limitations and refusing to consider these verifiable costs. Their stance contradicts their own public promise:Were committed to providing quality service to every customer, and were not happy until they are completely satisfied.This experience caused stress, financial loss, and disruption that was entirely preventable.Requested Resolution:A fair refund or credit (at minimum, $700 to cover cleaning costs), or Further review by PODS executive leadership to resolve this fairly.I have detailed documentation of all communications, invoices, and scheduling confirmations.

  

  Business Response

  Date: 07/29/2025

  RE:       ******* ******* (CID#: 170685122)
               Complaint#:23642250
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS customer, ******* *******. ********************** has conducted a thorough review of Mr. ******** concerns and can confirm that the matter has been addressed directly with him through a PODS Customer Advocate. As part of the resolution process, a business release has been sent via email to Mr. ******* and we are currently awaiting its return. Mr. ******* has communicated via email that he intends to return the signed release after his containers are delivered and inspected at their respective destination. We remain committed to working with Mr. ******* and he is welcome to further communication with his assigned advocate directly, or reach our ************* team at **************, 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 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. With receipt of this correspondence PODS Enterprises,LLC considers this matter resolved.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23642250
  
  I am rejecting this response because:

  While I acknowledge that PODS has engaged with me and provided a proposed resolution, I do not consider this matter fully resolved at this time. The company has issued a release form for a partial refund, which I am currently holding pending final delivery and inspection of my containers a point PODS has acknowledged in writing.
  Until delivery is completed and I can confirm that no additional service failures or damage have occurred, I do not believe it is appropriate for PODS to claim the matter is resolved.
  Once delivery is successfully completed and I am able to sign the release under fair and final conditions, I will consider this matter resolved. For now, I respectfully ask that this complaint remain open until fulfillment of services is complete.
   
   Thank you, 
  
  ******* *******

  

  Business Response

  Date: 08/04/2025

  RE:       ******* ******* (CID#: 170685122)
               Complaint#:23642250
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS customer, ******* *******. Please review Mr. ******** response, as it confirms his concern raised in the BBB complaint has been addressed and no further review is required. Upon receipt of the fully executed business release, PODS will begin processing it accordingly. Should any additional concerns arise, please do not hesitate to contact PODS 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 appreciate the opportunity to review this matter and regret any inconvenience this situation may have caused.

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23642250
  
  I am rejecting this response because:

  Thank you for the update and for facilitating communication.
  PODS latest response incorrectly states that I have confirmed resolution of my complaint. That is not accurate. I have acknowledged receipt of a proposed release agreement, but I have not signed or accepted it. As previously communicated, I am waiting until PODS completes delivery of my containers and I have had the opportunity to inspect them before finalizing any agreement.
  The release includes waivers of future claims, so I must ensure that the services are fully completed and satisfactory before proceeding. Until that happens, I do not consider this complaint resolved, and I ask that BBB keep it open pending completion of PODS' services.
  I will notify BBB when the matter is fully resolved.

  
  Sincerely,

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

  
  Complaint ID: ********
   

• Initial Complaint

  Date:07/25/2025

  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.

  I rented a POD for a month. When I went to place a pickup date, the earliest one available was 5 days outside my contract date. This was also due to a holiday week. I called their customer service and was told that I would not be charged for an additional month, per the question on their FAQ page that says if you call, you will not get charged.I was charged an additional month, and called their customer service. I was told by that agent I would get a full refund for the additional month.I was then given a "prorated refund", which was only half. When I questioned this, I was informed it is their policy. That policy is not listed anywhere on their update, nor is it listed in the agreement I received when renting the **** I was also told the ***** window for returning a POD is 3 days, also something not disclosed to me or on their website.After multiple back and forths of complaining, they gave me one final $50 refund they felt would placate me, and told me the matter was considered closed by the highest person in charge. Their agent rudely disconnected a chat with me while I was still wishing to speak about this, because I had additional questions. The agent even told me I did everything correctly and that the company lied to me and gave me differing information.

  

  Business Response

  Date: 07/29/2025

  I am in receipt of your correspondence concerning PODS customer, ***** ******.    Our ********************** advocate spoke with ***** ****** and confirmed a full refund of the July 2nd, 2025 container rental & container protection fees would be provided.       PODS considers that the matter has been resolved amicably.
  

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

  Customer Answer

  Date: 07/29/2025

   
  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:07/25/2025

  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.

  We used pods for our move from ************ to Greer sc. They still have our pod with all of our furniture. They've had our pod over 14 days. They have given 3 different delivery dates for our pod and have yet to deliver. They have not provided timely service that they claim to provide. They are still trying to bill us for use of the pod, whereas, if they delivered the pod when they said they would we wouldn't be in a new billing cycle. The pod facility where our pod was initially stored is literally 1 hour from the facility that is to deliver our pod. It is unreasonable to keep someone's belongings for over 14 days when they're essentially making a local move. We didn't move across country. Pods has not only cost financially but has put us in a bind with no furniture and starting new jobs.

  

  Business Response

  Date: 08/03/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******* *****. On July 28, 2025, contact to discuss the issue was initiated with Ms. ***** via voicemail in order to address her concerns and work on a resolution.

  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ***** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that Ms. ***** 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: 08/06/2025

   
  Complaint: 23652581
  
  I am rejecting this response because: they are only offering an apology in this reaponse.  They said they would compensate us for our inconvenience, they posted a credit to our account only to take it away and are still trying to charge us. We want a REFUND, not a credit. They held pur furniture for 15 days and told us they would deliver 3 different times and didn't.  They need to take responsibility for their poor customer service. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 08/15/2025

  I am in receipt of your correspondence regarding PODS Enterprises, LLC customer, ******* *****.
  On August 15, 2025, an attempt was made to contact Ms. ***** to discuss her concerns. Unfortunately, the attempt was unsuccessful. Voicemails were left informing her that additional credits have been approved.
  We are currently awaiting the return of the required documentation in order to process the credit. Once the documentation is received, the refund will be issued, thereby satisfactorily resolving the matter.

  Customer Answer

  Date: 08/17/2025

   
  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:07/24/2025

  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 *** on May 28th was charged $271.84 for first month and delivery. On June 19th the *** was picked up and on June 20th i was charged $167.59 for pick up and an additional $155.85 was charged on the same day for an extra month. I did not have the *** for even a month and they charged for an additional month's rent. I did not sign a contract so i don't know what they are referring to.

  

  Business Response

  Date: 07/26/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ********* Colon   On 7/26/2025, contact to discuss the issue was initiated with Ms. ***** in order to address her concerns and work on a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ***** may have endured.   PODS Enterprises,LLC prides itself on its quality customer service and we regret that Ms. ***** 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:07/24/2025

  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.

  Things were well until they were not. Upon the delivery of my *** to my new home, the driver had completely smashed a basketball hoop attached to garage and destroyed the majority of a tree on my neighbors property. After filing a case with *** to compensate the damages and pay the invoice, customer service starts sending me screenshots of the extremely unilateral contract. Basically this company can light you on fire and they're not at fault. The "agent" assigned to my case has been nasty and saying i need 2-3 formal estimates in order for them to proceed. I expressed that was obviously not a possibility as the tree that was smashed in the driveway and dangering property was removed immediately, I would be forwarding the invoice. To no avail a week later is still insisting on 2-3 formal estimates. Why should i be out of the money for repairing tons of damage to my property and furthermore, PAYING for the delivery of this. I asked for reimbursement for the $104 service at the very least. They have no interest in any of the above. The delivery for the *** was WELL within their required space. Furthermore i was NOT present when the delivery was mad, i ARRIVED to my property damaged. Driver asking me to sign a release for damages AFTER things were damaged.

  

  Business Response

  Date: 07/31/2025

  On July 30th, 2025, our PODS Advocate reached out to **** ******* to discuss the next steps in the claims process.
  At the customers convenience, we kindly ask that two to three estimates for repair or replacement be provided. This is standard procedure within the industry and necessary to move forward with the claim.
  Please have Mr. ******* submit the estimates at his earliest convenience if he wishes to pursue the claim.

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23646950
  
  I am rejecting this response because:
  

  It was impossible to get 2 to 3 estimates as the tree was laying in the roadway, blocking ingress and egress. An immediate solution was necessary.

  What is standard in the industry is not to destroy somebody's property when you're placing a pod. I took off work in order to move into my new home and did not have any extra time in order to get 2 to 3 quotes for damage caused by this company. 
  

  Company attempted to do some shady shenanigans by having me sign a damage waiver after the damage had been done and is now fighting me tooth and nail for a partial refund which I assure you is far less expensive then what it cost me to trim, remove, and handle a destroyed 12 foot tree. 

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

  

  Business Response

  Date: 08/01/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** *******.
  A thorough review of the matter confirms that the resolution provided on July 30, 2025, was appropriate based on the information available at that time. That said, in the interest of providing the best possible customer experience, we have revisited the matter following the additional concerns shared.
  At this time, PODS position remains unchanged. To allow for any further consideration, we respectfully ask that the customer submit itemized estimates from a service provider of their choiceideally a company they trust and have researched to complete the necessary work. These estimates are a required part of our claims review process and will help ensure a fair and informed evaluation.
  We appreciate your understanding and remain committed to providing transparent and high-quality service. Based on the information currently available, we request that this complaint be closed as resolved.

  

  Business Response

  Date: 08/11/2025

  PODS Enterprises, LLC appreciates the opportunity to address Mr. ******** concerns.
  Our Customer Advocacy team worked directly with Mr. ******* to reach a settlement regarding the delivery charge in question. It is important to note that a chargeback had been initiated for this delivery fee. As a result, the agreed-upon credit was applied toward the outstanding balance on the account.
  This adjustment brings the account current and also resolves the related damage claim in full. We are pleased that this matter has been settled and consider the case closed.
  PODS values the trust our customers place in us and remains committed to fair and timely resolutions for all concerns brought to our attention.

  Customer Answer

  Date: 08/11/2025

   
  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:07/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a lock as part of my order, and it was not included upon delivery of the 16 container on 2 May. I called customer service the same day and was told it would be removed from my invoice. It is still on my invoice as of this writing.The full container was scheduled for pickup on 10 May. It was picked up over an hour past the scheduled window, and I received no call, message, or confirmation from the driver before or after the ********* part of my order placed on 21 April, I requested empty and full weight tickets for military reimbursement. The empty weight ticket was delivered on time, but the full weight ticket was not uploaded on 10 May as promised.I called PODS on 11, 12, 13, and 14 May, receiving repeated assurances it would be resolved. Finally, on the 14th, I was told the truth: the container had not been weighed at all, and it could not be weighed until redelivery, at which point it was far too late. This is a catastrophic error because of this, I cannot accurately submit my moving paperwork for military reimbursement, which has cost me thousands of dollars.On 17 May, I received an email from Wisdom **** ****** *. ****** stating the Transit and Delivery Fees would be waived as an apology. While appreciated, this is a fraction of what your mistake cost me, and those fees are still on my invoice, two months later.On 22 May, the container was redelivered in my new location. I had provided clear instructions for the container to be placed squarely in the driveway with the door facing the garage. Instead, it was placed diagonally, blocking access to both the two-car garage and the driveway.When I scheduled final pickup on 22 May, I confirmed with customer service that I would not be charged a second month since 2 June fell within the three-day grace ******* Despite this, my invoice reflects an additional charge for a second month of rental and content protection.

  

  Business Response

  Date: 07/29/2025

  I am in receipt of your correspondence concerning PODS customer, ***** and ****** *****. Due to unforeseen circumstances, ******************** weight tickets were added later in his order when his container was delivered to his new home, this was completed and sent to Mr. ***** on July 22, 2025. Mr. *****'s charge for the missing lock was refunded to him on on May, 5, 2025.  I would like to assure you that we have promptly addressed this issue, and as of July 25, 2025, all Mr. *****'s questions have been responded to. 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:07/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used PODS to move from ***** to *********** starting June 23, 2025. I received two PODS units, one of which had a broken door. There was an approximately 3 inch gap at the bottom when the door was locked, leaving all of my belongings exposed during travel. I spent several hours working to reallocate my belongings and create a seal for the container, missing work and other important tasks. I immediately called customer service, who offered me a $100 credit (on a move that cost approximately $7000). I requested that the complaint be escalated and that I was not accepting the $100 credit. Over the next 4 weeks, I checked in with the customer service team via chat every few days and was told each time that the claim was still pending. One month later, after calling and asking to be escalated to a higher level of support, I was told that the claim had actually been closed on June 26th, 2025 and that I would receive no more than the $100 credit. I believe I should be discounted 30% of the cost of the entire move, or approximately $2300, to account for fact that 50% of my containers were not as promised.

  

  Business Response

  Date: 08/01/2025

  I am in receipt of your correspondence concerning PODS customer ******* *******.

  
  On July 24, 2025, PODS contacted Ms. ******* via email to address her concerns and begin working toward a resolution. We remain committed to continuing that dialogue and ensuring her feedback is fully reviewed.
  PODS places great value on our customers and strives to deliver service that reflects the highest standards in the industry. We regret any inconvenience Ms. ******* may have experienced and apologize for any aspect of her interaction with us that did not meet expectations.

  
  Customer feedback is an essential part of our continuous improvement efforts, and we take all concerns seriously to help guide future service enhancements.

• Initial Complaint

  Date:07/22/2025

  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 have been using pods moving and storage since October 2024. I was excited to use this service because they advertise themselves to make moving . I chose to go with this option while it is a little bit more expensive than other storage companies because their business model of dropping and picking up pods to the location of your move, was worth paying the extra money for. Over the course of 10 months I never missed a payment and have paid pods moving and nearly $3000 just off of them holding my Pod for 10 months. I have paid $2800. There were also additional fees to have them drop off the Pod in October and pick it up. Im now moving to ************ and my container is being stored in **********************. The distance between these two cities is about 100 miles. Pods advertises a long distance move as 500 miles meaning my move should be considered local. I called pods on July 21 for a July 25 drop off date for my Pod. According to PODs, Pods needs three days to schedule a courier. I called five days in advance. I was then told when I called on July 21, my move was considered a distance move. What I said that is not true according to your website I was told there was nothing they can do and the only solution I have to come pick my belongings up in ********** and transport them to Philadelphia myself meaning I would have to pay for and schedule a third-party moving company to get my belongings by the time I needed them. Pod told me they would be able to drop my Pod off in ************ by July 29. I explained my move-in date was July 25. I feel as though for what I have paid and what the terms and conditions are through pods then not only was I lied to by customerservice regarding the terms and conditions of our contract, but they misrepresent the service theyre able to provide working with pods has made my move far less convenient as it will now cost me more time and more money.

  

  Business Response

  Date: 07/23/2025

  RE:       ***** ****** (CID#: 168910638)
              Complaint #: ********
  
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***** ******. ********************** has reviewed the service records and communication history related to Ms. ******* account to provide clarification regarding the delivery and scheduling concerns raised. The account reflects that Ms. ******* container has been in storage with PODS since October 15th, 2024. In the spirit of customer service a call on October 14, 2024, was reviewed confirming that Ms. ****** did not have a date yet for when the container would be needed at the destination. At that time, the PODS representative explained the need for a minimum of seven days notice to schedule long-distance transit, which is consistent with standard operating procedures. Per Ms. ******* concerns raised she contacted PODS on July 21st, 2025, with a request for the redelivery of the container from its current PODS storage in **********, ************ to her destination zip code of *****, ************ *****. While the physical distance between the two cities may be under 100 miles, the move was categorized as a long-distance relocation due to the containers current storage classification and the need to get it to a destination facilitys location. PODS service classifications are based not solely on mileage but also on the origin,destination, and how the move was initially structured at the time of setting up the account and move. On July 21st, 2025, Ms. ****** requested a delivery date of July 25th, 2025. Based on the transit and scheduling requirements outlined earlier in the service, the earliest available delivery date offered, by Ms. ******* concerns raised she stated was July 29th,2025. The timeline provided aligns with PODS policies for scheduling transportation out of long-distance storage. There is no indication in the records that any information provided to Ms. ****** was inaccurate or inconsistent with the terms and expectations communicated during the service lifecycle. Following this, Ms. ****** communicated her decision to arrange for a third-party transportation and discontinue the PODS service. Compensation was requested, citing service inconvenience. Upon review, PODS maintains that services were delivered in accordance with established procedures and policies,and no misrepresentation occurred regarding capabilities or timelines. As such,the compensation request is not supported by the documented service history. PODS remains committed to transparency, fairness, and providing reliable information to all parties, and appreciates the opportunity to respond to this matter publicly.
  
  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 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: 07/25/2025

   
  Complaint: 23637781
  
  I am rejecting this response because:

  You write in your response: "Per Ms. ******* concerns raised she contacted PODS on July 21st, 2025, with a request for the redelivery of the container from its current PODS storage in **********, ************ to her destination zip code of *****, ************ *****. While the physical distance between the two cities may be under 100 miles, the move was categorized as a long-distance relocation due to the containers current storage classification and the need to get it to a destination facilitys location. PODS service classifications are based not solely on mileage but also on the origin, destination, and how the move was initially structured at the time of setting up the account and move."

  I never stated my move was to *****, **. I repeatedly clarified my move was to ************, ** with a zip code of *****. The inaccuracy in records make me further weary of PODs attention to detail, customer service, and assurance to provide the service PODs advertises.

  I believe PODs has mischaracterized their services to the average customer. Their website clearly states a long-distance move is over 500 miles. (see attached image) As a customer, how ********************** works their moves on the back end is not my concern. My concern is that of what the service they are promising to provide. PODs website further states "advanced noticed is required to drop off a ***" (see image) This is a vague statement without placing numerical value on how far in advanced they need to be notified. For a two hour move, one could argue five days is advanced notification.

  On the phone with an associate on the senior customer resolution team stated to me the terms say "PODs needs three days to secure a courier." With that being said, I provided notice more than three days in advanced for a 2 hour move. That gives three days to secure a courier and 2 days to make the move possible. 

  PODs stating they need to move the *** elsewhere making it a long distance move is not listed on their website and I believe is now misleading to me as a customer. Due to ********************** in ability to provide the service of dropping off my ***, I was forced to purchase a UHAUL for $205.96. This is in addition to having to drive from ************ to ********** back to ************. I believe I should not only be compensated for the service I needed to purchase due to PODs inability to provide a service, but also for my time. 

   

  
  Sincerely,
  
  ***** Person

  

  Business Response

  Date: 07/26/2025

  RE:       ***** ****** (CID#: 168910638)
               Complaint #: 23637781
  
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** ******. ********************** has reviewed the service history and communication records related to Ms. ******* account in response to her most recent comments.
  
  Ms. ******'s account was originally created on August 26th, 2024. During this booking call, Ms. ****** confirmed with the PODS representative that the origin ZIP code was ***** (**********, **) and the destination ZIP code provided is *****. Ms. ****** noted during this call that this ZIP code covered the *********** area, which she identified as a suburb of ************. The PODS system associates the ZIP code ***** with Exton, **, which was used to structure Ms. ******* move. The representative also explained that final pricing would be updated if a different delivery ZIP code were later provided, and that pricing is based on the specific origin and destination locations. The representative clarified with Ms. ****** explaining that the delivery timelines and classifications can vary based on the servicing facility associated with each ZIP code, not strictly by mileage. It was also noted by Ms. ****** that she used ***** based on where her family lives.
  
  PODS service classifications consider several factors beyond distance, including which facilities service the origin and destination ZIP codes. In Ms. ******* case, the original facility in **********, ** did not service the destination ZIP code as provided *****. As a result, her container would first need to be transferred to a different facility capable of completing the deliverythus categorizing the move as long-distance within PODS operational framework.
  
  Regarding notice for redelivery, PODS representatives consistently communicate the need for advance notice, which may differ depending on distance, location, and container availability. While some moves may be accommodated with shorter notice, long-distance relocationsespecially those requiring a facility transferrequire additional lead time for coordination. These timelines are not based solely on physical distance but also on logistical routing between facilities.
  
  At PODS Enterprises, LLC, we deeply value our customers and are committed to providing dependable, high-quality service. We regret that Ms. ****** feels her experience did not meet the standards we strive to uphold. After a thorough review of her account and service journey, we have confirmed that all communications, scheduling, and service handling were accurate and consistent with PODS established policies and procedures. While we understand her frustration, we take all customer feedback seriously and continually evaluate our processes to ensure transparency at every stage of the customer experience.