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.
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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:06/27/2024
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 arranged to have my PODS delivered and end my relationship with the company, which has caused me numerous problems, including incorrect initial orders, incorrect delivery address input, and now delivery charges and monthly rental fees despite me calling and having a verbal confirmation that I was not responsible for these charges when I called the company on 6/26/24. The company provides no written confirmation of conversations and only allows phone conversations to resolve issues, etc. I now believe that it has no online functionality for scheduling, etc., to avoid a paper trail and culpability. The rep on 6/26/24 confirmed that the bill was incorrect and assured me that I would not be responsible for the recent charge of $392.38. and a few hours later, PODS charged my card for this amount. I can't provide any documentation for this because PODS purposely avoids producing documentation for customers.
Business Response
Date: 07/01/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************. On July 1st, 2024, a PODS representative and *************** reached an agreement involving a Customer Satisfaction credit 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 **************** 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.Customer Answer
Date: 07/08/2024
Complaint: 21909783
I am rejecting this response because: PODS continues to call and demand payment, despite the aforementioned resolution, and threatens to send my case to third-party collections.
Sincerely,
*********************Business Response
Date: 07/11/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *********************. Per our previous response on June 28, 2024, a full review of Ms. ******* account was completed, and a resolution for a refund on July 1, 2024, was deemed appropriate based on the facts of the review. In the spirit of customer service and thoroughness, we revisited and reviewed the issue again upon receiving feedback on this complaint. However,after the refund was issued, we noticed that **************** initiated a chargeback on her credit card for the same amount, causing an additional past-due balance.
PODS Enterprises, LLCs position remains unchanged regarding the second order with two containers redelivered on June 10, 2024. PODS ***************** and the customer confirmed receiving the containers on the requested date, and the balance for the redeliveries remains due. While we regret that we were unable to change our position on this issue, we can confirm that the matter was thoroughly reviewed to ensure accuracy.Customer Answer
Date: 07/12/2024
Complaint: 21909783
I am rejecting this response because: The redelivery order had the incorrect address, which I had to correct and caused delays that cost me time and money because of charges from the receiver of the PODS.
Sincerely,
*********************Initial Complaint
Date:06/26/2024
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.
PODS - Scheduled pickup of empty *** for June 19, 2024. PODS cancelled it that day.Rescheduled for June 20, 2024 - They never showed up to get the empty ***. No contact from them, just didnt show up.PODS rescheduled for June 24, 2024 - They never showed up to get the empty ***. No contact from them, just didnt show up.PODS rescheduled for June 26, 2024 - They never showed up to get the empty ***. No contact from them, just didnt show up.When my husband tried to talk to them about it on June 26th they told him that they couldnt pick it up until July 8, 2024 and that we had to pay for another month which my husband told them that there was no way in h*** he was paying it, so they hung up on him.My husband sent them an email and he got a response saying the pickup day is July 8, 2024. Every time they send an email they state that the pick up address is our former location rather than the address where the *** is. We now live in a rental complex in which there are rules about these kinds of structures being on the premises for longer than a few days which makes us in violation of the rules. They also keep taking the money out of our account for the pickup and then putting it back again. This is a ridiculous way to treat customers. We had the *** at our old address for 7 months, renting it for $250+ per month. Paid for it on time as well. We need help.Business Response
Date: 06/28/2024
I am in receipt of your correspondence concerning PODS customer, ***********************. On June 28th, 2024, our PODS advocate spoke with *********************** to discuss the scheduling that occurred regarding the pickup of the container. We look forward to working with *********************** 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.Initial Complaint
Date:06/24/2024
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.
In early June 2024, I ordered a PODS container via phone. In the conversation, the PODS employee informed me that their "largest container" (a sixteen-foot container) was big enough for a "3-bedroom, 1200-square-foot house." I was thrilled to learn this, and ordered from PODS--agreeing to all their requirements. On June 20th, our container was delivered (Customer #: ********* Order #: ********. IMMEDIATELY, we saw that the container was *NOT* large enough for a 3-bedroom, 1200-square-foot house--as promised by PODS--and we said this to the gentleman delivering the PODS. He assured us that we could easily have a second container ("for less money than the first container, because transit would be covered"). Though we were uncomfortable with how small the *** was, the delivery man's reassurances comforted us, and we decided a second container would be enough. After he left, we called PODS to order the second container, and were told the information we'd been given was false. The second container would cost *exactly* as much as the first container. Which was way beyond our budget. Twice, we received FALSE information from PODS. First, about the capacity of the "largest container" for our needs, from their employee. Then, about the price of a 2nd container, from their employee.Business Response
Date: 06/25/2024
I am in receipt of your correspondence concerning PODS customer, ***************************. On June 25th, 2024, our PODS advocate informed *************************** that we were actively working on the request for a full refund. Our goal is to resolve this matter amicably and to ***************************' satisfaction.
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: 07/01/2024
Complaint: 21892824
I am rejecting this response at this time because: in the response, it says that PODS is "actively working on the request for a full refund," but the PODS advocate has not yet issued a full refund, nor even the reassurance of one.I hope that a full refund is forthcoming.
Sincerely,
***************************Business Response
Date: 07/02/2024
On July 2nd, 2024 *************************** was presented with an offer with the hopes that the matter could be resolved amicably. We currently await for *************************** to return the document that is needed to process the settlement amount.Initial Complaint
Date:06/24/2024
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.
Pods refuses to pick their PODS up even though I am done. When I was on the phone with them they attempted to run my credit card for another month!!Business Response
Date: 06/25/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. On June 25th, 2024, a PODS representative and ****************** reached an agreement to resolve her claim,which included a refund for the current month's rent cycle. The empty container pickup is scheduled to be completed on the same day, 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 ****************** 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.Initial Complaint
Date:06/24/2024
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.
PODS Customer#: *********; Incident occurred 6/24; PODS prematurely Charged $1283 to my credit card after I contacted the company on 6/23 to reschedule my delivery date. The *** was initially scheduled for 6/26; customer service: ********* said that was okay to reschedule the date and no charge to my card until the delivery of the *** which would have been $198.50. When I scheduled the *** I was told that I pay as I go in 3 payments with the final amount $1283 being charged on July 9th (tentative delivery date). PODS was unethical in charging my card prior to receiving services. Now I see they have FRADULENT business practices. No *** has been delivered and my card should not have been charged. I need to be reimbursed immediately.Business Response
Date: 07/03/2024
I am in receipt of your correspondence concerning PODS customer, *******************************. The review of *********************** account has been complete. ******************** has been refunded in full as of June 24, 2024. The refunded amount should be reflected in her account within the standard 3-5 business days. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are further inquiries or additional information is required, please feel free to reach out.Initial Complaint
Date:06/22/2024
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 5/11/2024 I spoke with a representative at Pods and they gave me a quote and I ordered the pod. Once I received the pod I was notified that my price was not going to be what I was quoted. At this point *** already received the pod and loaded my belongings. I call and speak with a representative. They inform me that they will look into it and have the adjustment made. I was told I would receive an email with the corrected amount. I never received that email. I also still have no signed agreement with the company at this time. I have at this point scheduled a pick up of my items when I notice they have charged my account $457.20 $347.57 and $444.36. I then research the company more and find a long list of complaints that match my issue. The more I read about how once they get your items they hold them hostage until you pay what they want. People were paying between $4000 and $5000 for the same service and expecting the cost to be around $1000. I then call back again about the charges and ask them to reschedule my pickup. They told me it was to late to change my pickup. A few hours later I called back and didnt mention my issues with the charges and requested a reschedule. No problem they rescheduled it on the spot. I then rent a moving truck and had to hire help to move my items from the pod in one day that took a month to load. Once they picked up the Pod I called them to let them know the situation. Again bringing up the charges not being what I was quoted. I was then asked what I was quoted. I asked them dont you have it on file? They responded with no we dont keep those things on file. They then tell me they will look into it and put in an escalation. I had heard that every time I called them. I have yet to hear back from them. I now have put in a dispute with them. I have no signed contract with them and if we have a verbal agreement they did not hold up to our agreement. I expect a full refund. No signed contract and was not given what we agreed on.Business Response
Date: 07/03/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************************. On June 26/2024, a PODS representative and ********************** reached an agreement involving a Customer Satisfaction credit 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 ********************* 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.Initial Complaint
Date:06/21/2024
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.
Ordered a pod online and was given the breakdown of charges before going with this company. They delivered charging what was stated. Moved to the new location and charged me ***** more than I was told in an email. Called them they said they would have to investigate. I said whats to investigate I have the email detailing charges from them. They said sorry and took the additional money from my accountBusiness Response
Date: 06/21/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***********************. On June 21st, 2024, a PODS representative and **************** reached an agreement involving a Customer Satisfaction credit as a resolution to his 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 *************** 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:06/20/2024
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.
Original Order: Generally everything was great here, however, the person who handled my initial call on May 14th, incorrectly input my desired pin, ****, when it was originally supposed to be 7083 and misspelled my security question: expler when the answer was **** Explorer. Frustrating start since I couldn't access my PODs account at all.I think the real breakdown in communication occured when I requested for a bigger ***. Originally, I went with the small (8 foot) but upgraded to the large (16 foot). I was later informed that this was incorrectly input as a "swap" which led to the confusion on the 31st.On May 30th, after receiving the two seperate emails that had incorrect drop/delivery times, I called to get a clearer understanding of the time window since it was unclear and was told with 100% confidence that the *** would arrive between 7:30am - 10:30 am CST (I can forward you the emails I received on that day that created the confusion). Therefore I was incredibly disappointed when this did not occur.On the 31st, when I made a call around 12pm CST confirming that the *** would arrive at 2:30pm, I was only then informed that due to the errors by PODs that the container would not be picked up on the 31st and it was now expected to be delivered around June 19th and picked up in ************** on June 11th. From this situation, the *** eventually arrived on June 13th (3 days delayed after the initial order). While they did refund my expenses, they haven't reconciled the per diem fee of $300/day for a delayed *** and are refusing to escalate or make right of the situation.I'm seeking an additional $900 in compensation to be refunded based on the initial invoice below. There have been a series of errors from start to finish and I will happily expand on the email exchange I've had with the case rep since the character limit prevents me from elaborating in more detail about the sunk time cost, poor customer service, and long delays in getting compensation.Business Response
Date: 06/24/2024
I am in receipt of your correspondence concerning PODS customer, *********************. One of our Customer Advocacy Resolution Specialists has carefully reviewed ************************* claim and has issued a settlement refund based on the receipts provided to support the case. After a detailed assessment of the claim and the supporting documentation, we are unable to offer any further compensation beyond the settlement already provided.
We apologize for any inconvenience this may cause and assure you that we have taken all necessary steps to ensure a fair resolution based on our review findings.
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: 06/24/2024
Complaint: 21872553
I am rejecting this response because:In my initial email corresponding with the representative, I requested the process that would yield the highest refund regardless of it was per diem or receipt based. It was not until the end of the process that I found what their daily rate per diem was which would have been higher than the receipts.
Secondly, and more importantly, the covering of expenses incurred due to a slew of errors PODs behalf does not change the fact that the service that I paid for was not delivered on time. In my initial invoice, I paid for the *** to be delivered on June 10th. It was delivered 3 days later after a series of customer service issues. Covering the receipts is the bare minimum but, again, does not change the fact that the service I paid for was not provided in the timely agreed upon manner. I've attached the initial order confirmation and the final order update confirmation.
If the resolution is not made, my next step will be to pursue legal action because this is a clear breach of contract based on the initial agreed upon terms.
Sincerely,
*********************Business Response
Date: 06/25/2024
We appreciate *********************** feedback, however, the claim was thoroughly reviewed and the circumstances of the case did not lead to the ability to offer any further compensation as ********************* has received the maximum amount that we could provide in this instance. In addition, per our PODS rental agreement, PODS does not actually provide compensation for delays in service although we did provide the settlement amount as a gesture of goodwill. We appreciate the opportunity to have been able to review *********************; claim, however, PODS Enterprises, LLC position remains the same in this case that no further credit refund would be able to be granted.Initial Complaint
Date:06/20/2024
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 have made several phone calls and cant get Pods to pick up their empty container. Its been in the driveway for 10 days and I have no scheduled pickup, only empty promises that it will be taken care of. I just want it out of the driveway. My account number is ********* . The pod number is 75918BX.Business Response
Date: 07/01/2024
I am in receipt of your correspondence concerning PODS customer, ***********************. ************** container has been retrieved, and his order is now complete as of June 27, 2024. We apologize for any inconvenience he may have endured. If there are any further inquiries or additional information is required, please feel free to reach out.Initial Complaint
Date:06/19/2024
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.
I had a pod delivered to my house January 2024. It stayed in storage until Friday, June 14. I started calling to arrange for pick up on June 18 after emptying the pod on June 16. I moved to ******* and no longer need the pod so I wanted it picked up. When I called on June ************************************************************************************************************************************* a pick up date until the balance was paid I went ahead and paid it on June 19. I then asked for a pick up date and at first was given the date of June 20 then the service rep came back and said that due to a system error on Pods end, I would have to call back tomorrow June 20 . Since my storage date is June 22, i was not comfortable waiting another day so i called at 4:00 PM June 19. I used the portal and was told that they show my container at a different address and they would have to investigate further. ***** ( my virtual person) did call back around 7:30 to confirm the number on the Pod. Since I am in Fl And the Pod is in GA, I had to call my Daughter to get the correct number. Some how I lost the call and they did not call me back even though they were open to 8:00. If this goes into the 22nd of this month, they will charge me another $342.00 and I am very concerned that I have been getting the run around. Here is my customer number for reference - *********. Please help me get this resolved before they bill me again. All I want is for them to pick up the unit before my next billing perion. The container number is 2574B49. Thanks for your help.Business Response
Date: 06/24/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***********************. On June *********, a ********************** representative and Customer reached an agreement involving a Customer Satisfaction credit 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 ************** 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.Customer Answer
Date: 06/26/2024
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,
***********************
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