Complaints

This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  1209 W Market St Smithfield, NC 27577-3338

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

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

  
• 

  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 2 large PODS containers to be delivered to my home and stored at PODS storage facility once i load my furniture. The service i paid for included storage for 1 month and i have all supporting documents. I was trying to change the pickup date and PODS were not very responsive and didnt accommodate my request to change the pick up date from 6/21/2024 to 6/20/2024. After at least 3 different tickets or cases they opened for this they fail to update me. ? called to follow up and was shocked to know that my pickup date was changed from 21st till 28th even though i had initially booked 21st. Their explanation was that the pickup is for empty containers from my location which doesnt make any sense for someone to book an empty container and leave it on the driveway for few day and then ask for it to be picked up! I explained that i paid for storage service and i cannot leave the 2 containers on the driveway beyond Friday because i have to hand over the house to its new owner. My penalty is $450 for each day delay and now PODS is causing me a substantial damage without even trying to resolve the issue or help. I am filing this claim because I want everyone to know the truth about this company. I will also file a lawsuit against them. .

  

  Business Response

  Date: 07/01/2024

  I am in receipt of your correspondence concerning PODS customer, *****************. Mr. Kafaranis container has been delivered to his new residence as of June 24, 2024, and the pickup of his containers has been scheduled. We apologize for any inconvenience he may have experienced. If there are further inquiries or additional information is required, please feel free to reach out.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21875026
  
  I am rejecting this response because:
    The response from PODs is not accurate and doesnt demonstrate the facts! The 2 containers were not picked up on 6/24/2024! I hired a heavy duty towing service on 6/21/2024 to relocate the containers from my old home to the new location which cost me $1200. 
  PODS charged me a tremendous amount of money for services they didnt provide!

  $623.50+$565.06+$$158+$179 this is how much I got charged for dropping off 2(16) containers to zip code ***** and pick it up 4 blocks away same zip code! 
  

  is this fair? My next step if this doesn't get resolved is to file a lawsuit to recover all my loses! 

  Sincerely,
  
  Amad Kafarani

  

  Business Response

  Date: 07/11/2024

  We appreciate Amad Kafaranis feedback.   In order to move forward we have advised ***************** to submit supporting documentation regarding the claim to our PODS advocate so we can continue to work toward an amicable resolution.  

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21875026
  
  I am rejecting this response because:

  Its not true what PODS is claiming and I did not receive any call or communications from PODS other than a case was opened. They received all the supporting documents but no answer. In facts rather than resolving it they charged my card 3 more times and customer services called me requesting additional $300. I notified my bank and currently disputing all the extra unauthorised charges! The business is based on lies and scamming people! 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible Experience with PODS I hired PODSs for a move from ATL to **. My *** was to be delivered on May 30th as I was to vacate my apartment on the 31st. The *** did not arrive on the 30th but I received a message stating it would be delivered on the 3rd. I spoke with customer service multiple times and one was delivered on the 31st.The movers I had in place were unavailable on the 30th and so I had to hire movers at the last minute at additional cost. We couldnt get the *** loaded until the 2nd and so I incurred penalty fees with my complex.Next, the company did not have record of the ***. Then a record of a *** being delivered on the 3rd (didnt happen) and the chaos continued for a month. **************** wouldnt send anyone to pick it up. By this time, I was in another state.I had my brother (still in ATL) go in person to their physical office and the agent said he has this trouble with PODS booking and storage constantly. And he said he would schedule a pickup (finally! All my things had been in the sun for weeks)! None of the pickups he scheduled (or whomever at this point was scheduling) occurred. Calls were not returned, still there was no record of the *** with customer service.Finally I flew back to ATL and hired an entirely new company, unloaded the ***, loaded another storage unit and now PODS is saying I didnt cancel my reservation in time. They also said that there was an attempt to pickup but the customer didnt respond. (Not accurate). I have never in my life experienced such poor customer service. This occurred over three weeks and with no solution. DO NOT USE THEM! Your things are not safe! I also incurred $3200 in unplanned expenses because of their irresponsibility and lack of communication. Its been an incredibly horrific/stressful experience.

  

  Business Response

  Date: 06/20/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************.  On June 20th, 2024 , our PODS advocate notified *********************** that the claim would be reviewed again in the hopes of reaching an amicable resolution.  We appreciate ****************** patience as we go through this process. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *********************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *********************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21874203
  
  I am rejecting this response because: 

  I do not feel it is sincere, nor does it remedy the problem.  As I have spoken to probably 25 different associates (including '*****' at the 'home office' who refused to escalate my concern, was rude, and then didn't call back) over the 18-day period in question without resolution (I even had someone go to the local office and speak to an employee who promised to pick-up and did not); I do not believe that the company takes the concerns and satisfaction of their customers seriously.  

  To that end and as remedy for contract breach, I demand the following:

  1. Refund of the $370.75 pre-paid to PODS.  This has already been disputed with our bank and I expect the money to be permanently refunded.
  2. Reimbursement of the $400 paid out for last-minute movers when the *** did not arrive on the 30th as contracted.  (Zelle activity attached).
  3. Reimbursement of the $365.47 paid for a plane ticket from ** to ** so that I could have a new moving company empty the *** that had not been picked up/was still at the residence I vacated on the 2nd of June. (receipt attached)
  4. $365.47 toward the purchase of a return flight from ** to my current residence in ***

  It is my stance the PODS breached our contract in many different ways, beginning on May 30th.  I have made every effort to cure YOUR breach.  Therefore I am confident that the above is rightly owed.  If you agree and do pay the $1501.69 demanded, I will take down my social media posts.  You are rapidly losing business because of them:

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

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

   

   

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

  

  Business Response

  Date: 06/25/2024

  Thank you for the recent correspondence regarding *************************** claim. We have revisited the claim and, while we are unable to meet ****************** request for compensation, we have made arrangements to provide a full refund of the charges for the PODS order as a gesture of goodwill.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21874203
  
  I am rejecting this response because:

  You have significantly breached our contract and also just charged my credit card on file again.  Our bank has been alerted and is also investigating for fraud.  We bank with USAA (military) and will be encouraging them to not use you for military moves.

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

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer ID: ********* Order Number: ******* Case Number: ******** I ordered a pod to be delivered on June 14, 2024 to ********, ** and shipped to ****************** on 20 June 2024. After all details were confirmed and I signed my contract, I bought a plane ticket for July 1st to receive the pod in ******* on July 3rd. When I received the pod Friday, it was delivered in the wrong placement with the doors facing the street instead of the house as I ordered. I am a disabled veteran, and the extra travel distance makes it harder for me to move things. I called to get this rectified, and was given a credit. The next day, I began moving things into the pod and my movers were arranged to come later in the day. When I took a brake from moving some things inside, I tried to close the door to find that it was broken and could not be pulled down. I could not lock my belongings inside. I called pods, but was told no one could come until Monday. I had to move everything back into my house. The representative created a ticket for the resolution department, as I told her that I was losing two packing days, had to cancel my movers, and only would have less than 72 hours to arrange new movers and pack a 16 foot pod. Someone did come on Monday and fixed the door. I received an email today saying that my case was closed. no one reached out to me, no resolution was found, and they are picking my pod up tomorrow. I called today and was told nothing can be done, my ticket has be reopened, and someone will call me in an additional 72 hours. I was given the option to reschedule, and the next date that my pod can be picked up is July 3rd. I have a plane ticket to ******* to pick up my pod on July first, so this is obviously not going to work. I would like a credit to my account of no less than $1000.

  

  Business Response

  Date: 06/24/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. On June 20th and June 22nd and June 24th, attempts were made to reach out to ****************** to discuss her concerns, however, attempts to contact have been unsuccessful, and voicemails were left, and emails sent. We invite ****************** to contact us to discuss the issue further so that we may provide 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 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:06/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My pod was lost or stole and I have yet to hear anything from the company. My order was placed june 2023 and I reach out June 11 2024 to get my pods delivered. I ordered 3 pods a 16 footer, 12 footer, and 8 footer. both the 16 and 12 was returned but I have yet to hear back on where my 8 footer is. I am in process of filing a police report and still awaiting for PODs to contact me. Order number *********. Reference number ********

  

  Business Response

  Date: 07/01/2024

  I am in receipt of your correspondence concerning PODS customer, *******************************. ****************** third container has now been accurately listed. As of June 20, 2024, we have spoken with ****************, and she is satisfied. If there are further inquiries or additional information is required, please feel free to reach out.
  

• Initial Complaint

  Date:06/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pods employees told me they will Not deliver my pod to my house. The supervisor did Not offer any help as to how we can deliver my pod to my home or even offer any alternative as to why it will not be delivered. Please help me get my items delivered as promised by the pods company.

  

  Business Response

  Date: 06/20/2024

  I am in receipt of your correspondence concerning PODS customer, *****************************.   On June 20th, 2024,  our PODS advocate spoke with ***************************** in order to address 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: 06/20/2024

   
  Complaint: 21868627
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 06/21/2024

  I need my delivery and was told that I can Not rent a place to get delivery. I must own a place before they will deliver my pod. I've paid for two years of storage but am still not receiving my delivery.  I can't buy a house just to receive my pod. This is predatory against a senior so they can continue with monthly rent.

  

  Business Response

  Date: 06/25/2024

  I am in receipt of your correspondence concerning PODS customer, *****************************.    Our PODS advocate has been actively communicating with ***************************; to address scheduling and to coordinate a new move.  We are committed to resolving any issues and ensuring a smooth process for the relocation.   We look forward to continuing our efforts to fully address all of ********************************* concerns and to provide the best possible service.

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

  
  

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a rental for a move with PODS and I am in the military and required weight tickets. It was a part of my order and I called multiple times because it was not uploaded to my account. This was one of multiple problems with my order. Long story short, they said it was completed and it was in fact not. Now I am unable to file my move through the military and get paid for my move because of PODS incompetence. I am out over $10,000 of funds. They also were unable to drop off my container when the rental contract was already signed so they canceled and redid my order increasing the price and entering the wrong delivery address. I have spent over 5 hours on the phone with them and they have no excuse or resolution for their poor logistical planning and inability to fulfill an order.

  

  Business Response

  Date: 06/19/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************.    ************* has been assigned a PODS Advocacy Representative who provided by email on June 19th 2024  the full and empty ditty tickets requested.  Also, ************** received a voice message informing of the email sent, resolving the concerns.
  
  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:06/17/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday June 4, 2024 PODs was about 2 hours later than scheduled.The driver pulled forward in order to back up the driveway. He was backing up and as he got close to the top of the driveway he hit a branch of one of the trees lining our driveway. The branch is 4-5 in diameter. He cracked it and stopped, then just backed up and finished breaking it off the tree.He stopped and apologized for hitting the tree. He went to his truck and came back with a clipboard and pen. He told me, I shouldve had you sign this before I left the other house. It is a waiver of damages to the yard since we are going to put the pod on the grass. I said okay and signed it, as we plan on extending our driveway.He then unloaded the pod and placed it in the area as desired. Then as he tried to remove the equipment from the pod I noticed him struggling. I went out to check on the driver and he had the equipment jammed into the same tree. He had broken 2 more branches off and cracked one of the offshoots all the way down into the trunk of the tree. He told me he had broken the equipment by getting it stuck on the tree and breaking the hydraulic lines. There was fluid everywhere on the tree, the driveway and the ground around the tree. He said it wont move and he would have to call his boss. The boss showed up and stated that the driver made a series of bad decisions.On Wednesday with another driver. They unloaded the 2nd pod and tried to clean up some of the hydraulic fluid from the driveway. The manager told me he had nothing to do with the financial side of these type of situations but he had notified the corporate offices that the young driver had made some very poor decisions which resulted in our damaged tree and stained driveway.We would like for Pods to have a tree medic evaluate our tree to see if it can be saved or not. If it cant be saved we would expect Pods to pay for the removal of the tree and replace it with a tree of similar maturity and value.

  

  Business Response

  Date: 06/27/2024

  I am in receipt of your correspondence concerning PODS customer ***********************. On June 14th, 2024, we initiated contact with **************** to discuss her concerns regarding tree damage and to work towards a resolution. We requested specific documentation from **************** necessary to initiate the review process. As of today, we have not received the requested documentation from ****************. We remain committed to resolving this issue promptly and are ready to proceed as soon as we receive the necessary information.
  
  
  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: 07/10/2024

   
  Complaint: 21860802
  
  I am rejecting this response because: See the attachment for the a sample of communication from PODs. 

  PODs is clearly NOT committed to a proper resolution.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/10/2024

  I am in receipt of your correspondence concerning PODS customer ***********************. On June 14th, 2024, we initiated contact with *************** to discuss her concerns regarding tree damage and to work towards a resolution. We requested specific documentation from **************** necessary to initiate the review process. As of today, we have not received the requested documentation from ****************. We remain committed to resolving this issue promptly and are ready to proceed as soon as we receive the necessary information.

  Customer Answer

  Date: 07/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had scheduled the PODS container to be moved to our new home on June 10, 2024 with the specific instructions to have the door of the *** to be facing the house. When we arrived, it was facing the street. When we called customer service, they offered to come back in a few days to reorient the container. However, we needed to move in, on that day so the reorienting of the *** at a later date was not a remediation of our issue. So the customer service menitoned that they would give us a refund for the move of that ***. We did not see the refund for 4 weeks. So we called and they first said that they did not have record of this call but would look into it. We receive an email a few days later saying the our case was closed and the refund denied. When called back, they said that the call states that the agent in fact did not ask for a refund but I did. And he did not promise us anything. When i asked to have a copy of the call, this too was denied.

  

  Business Response

  Date: 07/01/2024

  I am in receipt of your correspondence concerning PODS customers, ****** and *************************.  On June 24, 2024 and June 28, 2024, attempts were made to reach out to **************** to discuss his concerns, however unsuccessful, and voicemails were left.  Please have **************** respond to the emails sent from his PODS representative.
  

  

  Business Response

  Date: 07/03/2024

  I am in receipt of your correspondence concerning PODS customers, ****** and *************************.  In reviewing Mr. and ****************' calls, no error was found. However, as a goodwill gesture, the requested amount was refunded to ****************. As of July 2, 2024, he has been refunded in full, and the amount should be reflected in his account within the standard 3-5 business days. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are further inquiries or if additional information is required, please feel free to reach out.
  

  
  

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a pod via the pods website and also talking to the military liaison for pods. The pod was delivered messed up with paint/grime all over it and smelled heavily of nicotine. The driver said that he would let pods know of the condition so we were not charged, but I ended up cleaning the pod to see if I could get rid of the smell which did not happen. When we called to get a replacement pod delivered, we were told that they could not guarantee another pod would be clean or smelled any better than the pod that we had now , and also said to use our blankets to wrap our furniture in and to make sure we vacuum sealed our clothes to help with our stuff being ruined. Weve tried to cancel this pod again. I am tired of cleaning something that I should not be responsible for cleaning and now pod wants to charge us over $1000 for the cancellation fee first months rent and whatever other fees they want to charge. I should be the one charging them for the inconvenience fee a service fee for constantly having to call and a cleaning fee. I want my entire account refunded and not have to pay for a pod that did not come in the condition that I was told in the very beginning when we booked it.

  

  Business Response

  Date: 06/24/2024

  RE:       ******************* (CID 168346682)
              Complaint #: 21853185
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*******************. On June 24th, 2024, it was confirmed with the PODS accounting team that a refund was processed. The refund is in line with PODS cancellation policy. Cancellation Policy: Cancellations for Initial Deliveries must occur by 4pm local time no later than three (3) days before your scheduled delivery, or a cancellation fee of $150.00 will be charged. For scheduled move dates other than Initial Delivery, we request three (3) days notice by 4pm local time or fees may be charged. Should ************, wish to further discuss his refund please contact PODS billing directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************ may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that ************ feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21853185
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 06/24/2024

  The charge is still on my credit card, even though mypods account says its been refunded. I would like to receive an email confirmation of this refund transaction from my card. 

  

  Business Response

  Date: 06/25/2024

  RE:     ******************* (CID 168346682)
            Complaint #: 21853185
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *******************. On June 24th, 2024, it was confirmed with the PODS accounting team that a refund was processed. Please allow 3-5 business days for the refund to post to the credit card on file. Should ************, wish to further discuss or need to confirm his refund; a phone call to the PODS billing directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.

  Customer Answer

  Date: 06/25/2024

   
  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:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Despite PODS costing more than other moving services, I figured it was worth it due to the convenience. However, my drop-off experience has been terrible and not worth the premium. When I initially called PODS to inquire about the service I was told when I was ready for my container I could just schedule the date I want and have my stuff delivered. What they failed to tell me was this would have to be done much in advance. I ended up having to delay my move by a week despite my lease starting and having already paid for movers, because this was the earliest available and despite having to schedule significantly in advance they don't tell you your pickup time until the day before. I was told I would find out my pickup time the night before, but I could call around 3-4 PM CST the day before to find out my drop-off time, but when I called they still didn't have the time. It is now 10:30 PM CST and I still do not know my drop-off time. I don't understand how the day can be fully booked yet they don't know what time my stuff will be dropped off? The schedule should be made if no more deliveries can be booked that day. Due to this delay, I have been unable to coordinate my move-in. I am now having to pay a premium for movers due to booking so last minute and might have to stay in a hotel if I can't coordinate everything on time. I already lost a week of rent due to PODS not offering any dates until a week out despite the initial associate claiming there's always availability. They promise to provide a drop-off time by 6 PM CST, but I have nothing. I have screenshots showing the time/date, as well as their promise to provide a time. Due to the inconveniences and the costs I'm incurring as a result, I'm requesting a refund/reimbursement for these services.

  

  Business Response

  Date: 06/18/2024

  I am in receipt of your correspondence concerning PODS customer, ******************.   On June 14th & June 18th, 2024, contact to discuss the issue was initiated with ****************** in order to address 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 *************-agha may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *************-agha 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.