Complaints
This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,563 total complaints in the last 3 years.
- 395 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/06/2024
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 ordered a container in May and I rented it and had them deliver it and rented it for the month. I then had them pick it up on May 30th and bring to my new house emptied it out and wanted to schedule it to be picked up the next day 31st. Their options were only pick up on June 6th in the meantime they tried to charge me rental fees for ***** I told them Im not paying it because I dont need to rent it for ***** Plus they are scheduled to pick it up today the 6th. Well its the 6th and I didnt receive the pick up email notification or text so I called. And was told they canceled the pick up because I wont pay them the rental charge for ***** Im being bullied and forced to pay for something I wont be using and now its sitting on my property and they are refusing to come pick it up. I need your help to resolve this matter as I am getting NOWHERE with this company
Business Response
Date: 06/07/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************. On June ********, a ********************** 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 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: 06/07/2024
Complaint: 21811062
I am rejecting this response because:
Sincerely,
*********************Customer Answer
Date: 06/10/2024
Because they are still calling me trying to collect on that money, even after the woman from corporate told me they were going to remove the charge.Business Response
Date: 06/11/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************. On June ********, a ********************** 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 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: 06/13/2024
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:06/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contracted with PODS to rent a container at a residential address the beginning of January 2024 for storage during a home renovation. Upon completion, at the beginning of May 2024, we scheduled a pick-up of the container. The PODS employee who picked-up the container on May 2, 2024 significantly damaged my property, including wiping out half a tree while exiting. I contacted PODS within 2 hours of the incident and their "Customer Advocacy Specialist" reached out asking for specifics. I provided all detail including pictures of the damage. This was all done via email (Incident Report # *******). I was asked if I wanted to file a claim (YES) and PODS would contact me to begin the process. I have not heard from PODS since May 3, 2024 despite 5 emails to the original email asking for assistance and an additional 3 phone calls to the corporate office. Each time I was promised a PODS associate would contact me within 48 hours. PODS has not contacted at all, in any way. My invoice was paid in full on the day of pick-up. We have pictures and documentation of the driver damaging my property, stopping to look back at the carnage on the road after my driveway while my wife was walking toward the truck, and them leaving without contact. This was all shared via email with PODS on May 2, 2024. I've tried repeatedly to move the process along and provided everything they have asked for the day of the incident. At the very least, my expectation would be for their "Customer Advocacy Specialist" who originally took ownership of the complaint or anyone at PODS to respond to one of my 5 emails or 3 phone calls.Business Response
Date: 06/14/2024
I am in receipt of your correspondence concerning PODS customer,*********************. ********************** LLC. can only respond on how the coverage was presented, therefore any claim disputes would need to be addressed directly through *********. Please have ************ contact ************************* directly at ************.Initial Complaint
Date:06/05/2024
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'm active duty military using PODS for a permanent transfer from one duty station to another. I require weight tickets to be reimbursed for my move and PODS has completely failed to give me certified weight tickets for my containers. This is a *****+ dollar problem, I won't be reimbursed for the move if I don't have those documents. This is happening in ******, *************, date is 5JUN2024.Business Response
Date: 06/05/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************. On June 5th, 2024, we attempted to reach ******************** by email and phone after sending the requested military **** tickets to discuss any additional concerns he might have. Unfortunately, these attempts were unsuccessful. We invite ******************** to confirm receipt of the **** tickets. An email with the weight tickets attached has been sent. All contact information for the PODS Resolution Specialist assigned to this issue has been provided.
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************** may have endured. PODS Enterprises, LLC prides itself of its quality customer service and I regret that ******************** feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.Initial Complaint
Date:06/05/2024
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 selected PODS as my provider of choice for transporting my furnishings across the country due to the following reasons: brand recognition, the quoted rate and transit time, and the value of dropping the container at both ends. My field of specialty is logistics, so I felt the information that had been provided to me lead to a sound decision - I was wrong.Initial interactions were satisfactory. I spoke with a rep to obtain pricing and subsequently schedule the service. The rep politely provided a quote, transit time, and service level expectation. The empty *** was delivered to origin as expected and was picked up as scheduled. Following was when the downturn occurred.I flew to my destination on May 12th, 2024 which was the day after the *** was retrieved from my home. The following day, I checked the portal to track the status of my *** and was shocked to see that it had not yet left the origin hub. Due to office hour constraints, I called the following day to get answers and the rep told me it had not yet shipped and the earliest date it would depart was May 18th, seven whole days after it was picked up loaded from my home! Then the rep said the earliest delivery date was June 1st, an extra 14 days totaling to 21 total days between loaded pick-up and delivery. This was infuriating for multiple reasons: 1. The rep I spoke to when originally procuring the service quoted me 5 days transit from pick-up which matched my expectations as that is a common transit time for over the road truckers moving coast to coast. 2. I had already signed my new lease so I was paying rent on an apartment in which I could not live. 3. I then had to incur additional accommodation expenses so that my wife and I could sleep in a bed each night. I was denied any reimbursement by PODS and the case manager was incredibly rude and condescending when speaking with me. Finally, PODS charged me erroneously charged me 3 months storage which is salt in the wound.Business Response
Date: 06/12/2024
I am in receipt of your correspondence concerning PODS customer, *****************************. Upon thorough review, we have confirmed that the resolution provided aligns with the details uncovered during the review process. During ******************' rescheduling call on May 14, 2024, our representative explained that transit would begin on May 18,with the container being delivered to ******************' new home on June 1. During this call, the agent also scheduled the pickup of the empty container and reviewed all associated fees with ******************.
We understand *****************' concerns and regret any inconvenience caused. We want to assure you that we have thoroughly reviewed this matter to ensure accuracy.
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:06/04/2024
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.
This business delivered a storage container that leaked water. It was picked up and swapped out with another container. This containers door was broken and would not open. **************** said it would have to be picked up as it was defective. I asked to cancel and get a refund. I was told I would receive a full refund of ******. Then, instead of a refund, I was charged *****. I called again and they said they would refund this amount too. I was given a case number and told someone was assigned to the case, would contact me via email to confirm the refund. I still have not received a refund. Case ********.Business Response
Date: 06/07/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***************************. On June ********, a ********************** representative and ************** reached an agreement involving a full refund for the cancelled order 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:06/03/2024
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.
CI# ********* We set up a move from ****,** to ** with PODS on 3/18/24 with ***********************. He organilly quoted us ***** and some change and have to pay for the Pod to be picked up at our location in **. ***** then became out of office and our move got transferred over to *****************************. In the mean time we talked to him about possible going to ***** instead and the we might need to add on another container. ( which we never did) While we were in the middle of our move they kept charging our card totaling *********. Ive been in constant dispute with them trying to clear thing up. Have opened multiple case and they have closed them without explanation. We have received credits from them totaling ********. A it stands right now we are still owed ********. They have just closed my last case without explanation as to way they will not refund me and over charging me. They have locked my acct. and I cannot access invoice. They have not conducted any of there business professionaly and I have been scammed.Business Response
Date: 06/05/2024
I am in receipt of your correspondence concerning PODS customer, ***** and *********************. On June 5th, 2024, our PODS advocate spoke with ********************* to address billing concerns in order to 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 ***** and ********************* may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that ***** and ********************* 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: 06/07/2024
Complaint: 21796875
I am rejecting this response because:
There has been no resolution made at this time.
Sincerely,
***** And *********************Business Response
Date: 06/10/2024
On June 8th, 2024, ********************* was provided the review findings from when the call was booked on March 7th, 2024 revealing that the move was correctly quoted by the PODS sales associate. On June 10th, 2024, ********************* advised subsequent to that original booking date she was quoted a lower cost for the move. We continue to research the claim based on additional information provided by *********************.
Customer Answer
Date: 06/11/2024
Complaint: 21796875
I am rejecting this response because:
Were still in conversation and have not settled with the money owed.
Sincerely,
***** And *********************Business Response
Date: 06/12/2024
The additional review of ***** and ***************** claim did not reveal they were quoted $5,800.00 for their move with a 16ft container from ****** to *********, however, we did find there was a difference of $120.19 from what ***** and ********************* paid for the move compared with the pricing provided on a subsequent call with the sales agent which will be refunded.This updated information has been shared with ***** and *********************. We also offered if there were any different quotes or invoices they could provide with different pricing to help sustain their claim we would be happy to have it reviewed as we would like to have the matter resolved amicably.Customer Answer
Date: 06/13/2024
Complaint: 21796875
I am rejecting this response because: there has been no resolution
Sincerely,
***** And *********************Initial Complaint
Date:06/01/2024
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.
We engaged PODS to store our belongings for several months, then transport them to our new home. We were quoted the drop off fees ( we had 2 containers), as well as the monthly storage fees. The week of May 20, we arranged for the containers to be dropped off at our new home on Thursday, May 30, and were told ONLY that PODS did not work over the weekend and the containers would be picked up on Monday June 3. We called PODS on May 28 to confirm the drop off and pick up dates, and were told we would be charged one additional months rent for each of the containers, as one containers month began on the 29th and the others began on the 30th. When questioned about this unexpected charge, the representative explained the system wont allow any billing adjustments. We were also told that since PODS did not work weekends the only option for pickup was on Monday, June 3. We told the representative we would not need the containers beyond noon on May 31. In hindsight, we now realize the only way we could have avoided the extra monthly charge and arranged for pickup of the emptied containers ( avoiding the extra fee for keeping the container longer than 3 days) was to have the containers dropped at our new home on Monday, May 27. Having the PODS delivered on May 28 would have meant running into the extra month, and having the PODS dropped on Friday May 24 was not an option as the home was not available to us. For a company as large and well established as PODS is, it is reasonable to pro-rate the monthly fee to accurately reflect the actual time used. We have unsuccessfully requested the two one-month fees be pro-rated. This is the basis of our complaint. ****** and ****** were the monthly charges, which, for a 30 day month totals ***** and ***** per day. Billing us $731.66 for $48.74 of use is unreasonable and excessive, and we request we only pay for the time we used the two containers, and refund us the $682.92. Thank you.*****************************Business Response
Date: 06/05/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,**********************************. On June ********, a ********************** 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:05/31/2024
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 was charged ****** on 05/09/24 before my pod left *******. I was told that I will be charged 7 days before my pod travels to ********. It was originally scheduled to be delivered on 05/22/24 but the agent I spoke to said I failed to sign the agreement form. Whether or not I failed to sign it, I shouldnt have been charged ****** because I found out on 05/22/24 that my pod was still sitting in *******. It didnt get delivered until 05/28/24 and I was charged an extra month costing ****** for storage.Business Response
Date: 06/13/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *******************/***********************. On June 13th,2024 a PODS representative and ******************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim. The customer accepted the resolution, satisfactorily resolving the issue.Initial Complaint
Date:05/30/2024
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.
Company failed to fulfill contractual obligation to deliver pod on date prearranged months in advanced. Had scheduled for June 7. They picked up 5/29. Called the next day and told me I missed an email. I did not. I responded to every single one of the emails that they ever sent me. Im livid that now I only have three days to unpack, and because of their error, I am missing out on 3 to 4 days of my stuff being at my house. All of the emails that Ive gotten from you in over two weeks or attached, none of which are the ones that you guys claimed to sendBusiness Response
Date: 06/07/2024
I am in receipt of your correspondence concerning PODS Enterprises, Inc. customer, ***********************************.Thank you for bringing your concerns to our attention. After reviewing the calls regarding Mr. *********** order, we confirmed that he was informed of the necessary documents that needed to be accepted before his container could be moved. Unfortunately, there was a delay in completing this process, which resulted in the container being transported later than originally scheduled.************************ was notified of this situation during a conversation with PODS on May 30, 2024.
We apologize for any inconvenience this may have caused and appreciate your understanding. If you have any further inquiries or require additional information, please feel free to reach out.Initial Complaint
Date:05/29/2024
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 had my pod delivered in August 2023 it was emptied and picked up with 3 days of having it delivered. I have been charged the monthly storage fee of $357 and change for 6 months until I received a new card and they couldnt continue charging it( I had no idea they were still charging me monthly storage in a pod I had emptied) I started receiving collection calls after two months of the new charges being declined. I called back and came to find out I had been being charged the whole time. And they were trying to charge me another $1071.. that has now jumped up to $2800 and they are calling me from collections. They owe me 6 months of illegal charges $2241 and are stil trying to collect more. I have filed complaints and they opened investigation and just keep passing the buck and will not refund my $2241 I paid for nothing and still are trying to charge me $2800 when the pod was emptied and picked up August 2023. This is theft and elder abuse and I have no where to turnBusiness Response
Date: 06/05/2024
I am in receipt of your correspondence concerning PODS customer, ***************************. On May 31st & June 4th, 2024 our PODS advocate spoke with *************************** to address billing 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 *************************** 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: 06/06/2024
Complaint: 21776158
I am rejecting this response because: I am waiting on my refund for monies stolen from me. Until I get a refund for the 6 months wrongly billed months there will be no resolution to the outcome. The only resolution is a refund on services I did not use. You cant steal $2241 and just say we spoke and are sorry I am waiting for my refund
Sincerely,
***************************Business Response
Date: 06/10/2024
Our PODS billing team refunded the overpayment to *************************** credit card on June 6th, 2024. We appreciate *************************** bringing this matter to our attention and giving PODS the chance to make the necessary corrections & refund.Customer Answer
Date: 07/18/2024
Complaint: 21776158
I am rejecting this response because:Pods owes me $2600 and some change they agreed to refund me finally the beginning of June and I have yet to receive any refund. Everytime I call I am transferred over and over to people who cant help me and have no idea what Im talking about. I just want my refund already this is ridiculous.
Sincerely,
***************************Business Response
Date: 07/22/2024
I am in receipt of your correspondence concerning ***************************. Due to ***************************' concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time. Upon completion of the review, a member of our PODS Billing/Collections team will reach out to *************************** directly to discuss.
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