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

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

• 

  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:05/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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 turn

  

  Business 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. 

• Initial Complaint

  Date:05/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged 2 fees after the company picked up the storage unit. I fulfilled my obligation and when I called to ask what the fees where from I was told it was a miscellaneous fee. After many attempts to get answers I was then told I did not have the unit long enough, which to be clear, they are a month to month service. It was never explained to me that I was getting a discounted rate if I kept the unit for a certain amount of time. I was charged adjustment fees in the amount of $220.75 and a redeliver fee of $99.

  

  Business Response

  Date: 05/31/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************.   On May 30th, 2024, our PODS advocate spoke with *********************** about the loss of the discounts on the order due to the fact the container was not rented for the promotional period of (6) months leading to those discounts being charged back to the account.    On May 31st, 2024, our PODS advocate notified *********************** that we would be refunding the charged discounts.  PODS considers that the matter has been resolved amicably. 
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *********************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *********************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
   
  
  

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service 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.

  In March I had a H3131343237353533**38H H3630363331353533**H unit sent to my address to pick up my furniture and take it to **********, ** which is where their facility is. My storage unit is still sitting in **********, ** and they won&#**;t be able to move my furniture to **********, ** until September or October. This is unacceptable and I need my belongings sooner than that.

  

  Business Response

  Date: 06/07/2024

  We appreciate the opportunity to address the complaint submitted by ************** regarding the delay in relocating his PODS storage unit from **********, ** to **********, **. Our records indicate that a PODS Advocate attempted to contact ************** on June 1st and June 3rd via both email and phone call, but unfortunately, we did not receive a response. We are pleased to report that the issue has since been resolved. We have asked ************** to contact us at ************** to schedule the delivery of his storage unit at his earliest convenience. We apologize for any inconvenience this situation may have caused and are committed to ensuring ************** receives his belongings as promptly as possible. Thank you for your attention to this matter.

• Initial Complaint

  Date:05/26/2024

  Type:Product 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.

  In April of 2023 I contacted PODS for a quote. I spoke with a representative who booked my POD delivery for March 11. I told her several time I need one large 16ft pod and nothing more. She told me I could cancel the pod 3 days ahead of time if I changed my delivery date. On March 11 the pod came. On March 18th another pod came. I called and told them I only ordered 1 pod. They can to pick up the second POD March 19th. I have been spoken to customer service at least 3 times complaining about being over billed for the second POD which I did not order. In late April, I spoke with a representative who assured me that he fixed the billing error and I would no longer see the second pod on my account charges. Today 5/26 I get a call saying the my items are eligible for auction because my account is behind, and that they closed my investigation for a refund because the lady who booked my order told me I needed to cancel 3 days ahead.I feel like I am being scammed because she over booked me on PODS containers likely to get her commission and now Im being told if I dont pay they will auction my items. They are strong arming money out me. They have now locked me out of my online account. I set in place a payment arrangement and was told that it might not stop the possible auction and they refuse to send me the payment arrangement we made by email.

  

  Business Response

  Date: 06/04/2024

  I am writing in response to your recent correspondence concerning *****************************,a customer of **********************.
  On June 4, 2024, a PODS representative and ************ reached an amicable agreement involving a Customer Satisfaction credit as a resolution to her claim. We are currently awaiting the return of the required documentation to process the credit. Once the documentation is received, the refund will be completed,satisfactorily resolving the issue.

• Initial Complaint

  Date:05/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a PODS account 1/25/24; the 16 Container was picked up and I was charged $592.69, which included the delivery of the container and 1st months rent. The rental amount is auto drafted from my Amx Account. The rental amount is supposed to be $260.38, but I noticed at some point that I was being charged $270.38, an additional $10 for insurance that I did not authorize or agree to paying. When I told the representative, I was assured I would be reimbursed the $10 per month for the charge, I have never received the reimbursement and was just now told that my request was denied. Please note: All calls are recorded and should be pulled to confirm my rejection. Currently, I am owed $40 for the $10 for each month January - April 2024. On April 26, 2024, I paid $270.38 for the monthly rent and $1,167.63 to move the *** to my final destination. In addition, on April 30, 2024 I was charged $59.12, for an unknown reason to me, but representative said it was for the April rent, but as noted above this was already paid. Now, a charge of $325.50 is on my Amx for the monthly rental fee. I spent over an hour, another recorded call, with representatives trying to resolve the overcharging issue, but they refuse to give me my money back. In addition, they have my goods that are supposed to be delivered June 4th, and I am concerned they will withhold my items and overcharge me again when the final bill is due. I need my money back, currently, without full settlement of the delivery PODs owes me: $40 for the unauthorized insurance; $59.12 for a random charge; & $65.12 for overcharging the May monthly fee for a total of $164.24 - and pray they do not overcharge for the final monthly fee and delivery.

  

  Business Response

  Date: 05/24/2024

  I am in receipt of your correspondence concerning PODS customer, *********************.   On May 24th, 2024, contact to discuss the issue was initiated with ********************* in order to address billing concerns and work toward a resolution.   We currently await *********************** response.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ********************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ********************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21755750
  
  I am rejecting this response because:

  PODS has agreed to refund the $164; however, they are going to charge me $325.50, which the monthly rent is supposed to be $260.38 (actually less, but this is what I stated), AND the *** is being picked up on 6/5/24, and are going to charge me for a full months rent.  I do not recall anyone telling me that I will be charged a full months rent when the *** is being returned on 6/5/24.  So not only are they charging more than the agreement stated and nobody told me that if the *** was moved the rent would go up, that makes no sense, but they are charging me for 25 days that I will not have possession of the ***.  I still have to pay for the *** to be picked up so my final payment will be almost $500; which will put my rental and delivery close to $4,000.  I dont have a problem paying the prorated amount in June for the 4 days I will have the ***, but I should not have to pay for the rest of the month and at the rate that was agreed upon at the time of the rental.

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

  

  Business Response

  Date: 06/04/2024

  ********************* changed the order from a local to a long distance order.  This in turn changed the monthly rental rate.   ********************* was charged the new rental rate for the May 25th,2024 invoice (which covers the rental period from May 25th,2024 to June 24th, 2024) however we did a billing adjustment to have the rental rate match the local rate which resulted in ********************* being refunded $65.12 which was the difference in the rates. 
  
  ********************* was also refunded the conversion fee of $59.12 along with (4) months of container protection fees of $40.00.    The total refund for all the billing adjustments was $164.64. 
  
  ********************* was advised that PODS does not prorate per our rental agreement.    As long as the container is picked up empty before June 25th, 2024, ********************* will not incur another month of rental fee. 

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21755750
  
  I am rejecting this response because:  I did not change anything per the agreement.  When I signed up for the PODS I told the representative that I was moving and the PODS would be transported to another location - I was not told there would be different rates, new contracts, or anything would changed, nor was I told the *** rental would be for entire month regardless of how many days I used the ***, I am now paying for something that I do not have possession of and if someone else is assigned the *** then they get 2x the money.  They did not disclose any of this information to me at the time of rental.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/24/2024

  Type:Customer Service 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.

  My April ********** bill shows that PODS billed me TWICE for the same storage unit - one that I've had for almost 20 years. A call to PODS **************** took 15 minutes and the agent could not handle the problem. I have disputed one of the charges with **********.

  

  Business Response

  Date: 05/24/2024

  I am in receipt of your correspondence concerning PODS customer, *******************.  On May 24th, 2024,  contact to discuss the issue was initiated with ******************* in order to address billing concerns and work toward a resolution.   We currently await *************** response.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ******************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

  Customer Answer

  Date: 05/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  In the process of inspecting my MasterCard records, I see no month in which I was not billed by PODS, yet they saw fit to double-bill me in May.  Their attempt to explain their actions did not address the matter of why any month shows double-billing, while no month shows as a non-bill month.  I contend that PODS is incorrect in its statement that I owe them 2 payments for May.  That would apply only if a previous month's billing was missed - and my examination of my MasterCard records shows a payment to PODS for every recent month.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/31/2024

  Our PODS advocate outlined to ******************* that the payment made in March 2024 was applied to the February 2024 monthly invoice.  We did not receive a credit card payment in February 2024.  
  

  The first payment made in April 2024 was applied to the March 2024 monthly invoice while the second payment in April 2024 was applied to the April 2024 monthly invoice.
  
  The May 2024 payment was applied to the May 2024 invoice. 
  

  
  

  Customer Answer

  Date: 06/01/2024

  
  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.  I have suggested that to avoid future complaints about double-billing in the same month, that PODS make sure that an invoice appears on each month's credit card bill.  My MasterCard account was missed for billing earlier in the year, and like most folks, I didn't catch that missing item.  A double-bill in the same invoice certainly did catch my eye.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/23/2024

  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 moved from ***** to ********** in April 2024, our quote said they would deliver it directly to our new home when we put in the address. The price was around $350 a month for storage and $1,000 to deliver the pod. In May of 2024 we were ready to move into our new home and when we tried to get it shipped out, they told us they dont deliver to that location. Even though they said they would. On top of that they said since we got a 12 foot pod they dont ship out long distance. Which was also not specified during the original transaction. They said there was a procedure to get it done, but it now costs $4,118. We ended up paying the amount because we didnt have a choice, we were already in ********** and our stuff was being held hostage in ** for 4 times the amount we were originally told. On top of that, the closest location is 3 hours away. So now we have to rent a uhaul drive it all the way up and back. If we would have known ahead of time their actual service locations and the actual price. We would have never used PODS in the first place. Overall. It has been a terrible experience. We are out in a large amount of money we didnt prepare for because we were told something significantly different. Please make it more clear on your website the actual service locations as well as its accurate pricing. Nobody else should go through something this stressful. This company has been dishonest and after we already packed our stuff away, they became predatory by increasing the price 4 times. Please be more straightforward on your website of what service is actually provided.

  

  Business Response

  Date: 05/31/2024

  I am in receipt of your correspondence concerning PODS customer, *******************.  On May 24, 2024, and May 31, 2024, attempts were made to reach out to ************ to discuss his concerns, however, unsuccessful.  Please have ************ reply to the PODS email sent so that we may resolve his concerns.
  

• Initial Complaint

  Date:05/22/2024

  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.

  I have rented a POD container and scheduled for delivery for Saturday, May 18, 2024and it didnt arrive. I contacted them and were told it was still out for delivery after our delivery time had passed by more than Two hours. We were told it out be 30 min - 1 hour when we contacted customer service via text. It did not come! I also asked for my complaint to be escalated and was told I would be contacted with 72 hours. Still no contact. However the agent did reschedule delivery for today, Wednesday May 22, 2024. Again I received a confirmation text saying it would be delivered between 8:15 - 11:45 am. At 1pm I contacted customer service again by text I as told the Driver was currently on break and they would notify me about an updated time when he was available. I reached out and contacted them by phone. This agent **** said that he didnt see it set up for delivery today. He placed me on hold then told me he tried to contact the delivery location in **********, **. Unfortunately they did not answer so he said he would followed up with me as soon as they replied to his email. That call was at 12:37pm and it is now 6:50pm. We have received any update contact etc. This POD contains all of our furniture etc. we are trying to move into our new home. Today is the 2nd time we have paid money to have people to show up to help empty the **** This comes to a total of $600.00 and now we will have to do it again, without certainty that it will show up. We also do not have an updated delivery date.They billed me for delivery before the delivery date and have billed me for another months rent. I need my POD and its contents.The amount below is total for all expenses since we originally rented.When reading reviews only this afternoon, it appears they use the same excuses with each complaint. Acct #*********

  

  Business Response

  Date: 05/31/2024

  I am in receipt of your correspondence concerning PODS customer, *********************.  On May *******, and May 31, 2024,  attempts were  made to reach out to **************** to discuss his concerns, however unsuccessful, and voicemails were left.  Please have **************** respond to the PODS emails sent so that we resolve his concerns.

• Initial Complaint

  Date:05/22/2024

  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 was moving only a couple cities over from my previous address, and PODS seemed like a good idea. They were happy to take my money, were quick to deliver and move the **** but getting it picked up has been a huge hassle. Not only that, but there have been issues with water getting inside the container when PODS claims they are water proof. We had emptied our container about 10 days before the earliest available time to schedule for a pickup, and we didn't really mind the delay for the pickup, EXCEPT when they FAILED to pick it up. They will send you an email or text outside normal business hours, yet expect YOU to be able to work around that. They CLAIMED to have called when they were on the way to pick it up, but in these days of modern tech, I KNOW they DID NOT call me on the morning they were supposed to pick it up. We even had our cars moved away from the *** before the time they quoted, and even if they were early, a simple knock on the door and we could have made it happen. Instead I only hear claims that the driver arrived (again, no call) and no pickup. I think it's some kind of scam to try to get people to pay an extra month fee because the next available date I could see when I try to reschedule online would put me into the next billing cycle. I already paid an extra month longer than I wanted to, so I'm not going to put up with being charged when they can't get their stuff together and make it so that pickup and drop-offs can be scheduled in a more timely manner.

  

  Business Response

  Date: 05/23/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************************.   On May 23rd, 2024, contact to discuss the issue was initiated with *********************************** in order to address billing/scheduling concerns and work toward a resolution.   We currently await **************************** response.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *********************************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *********************************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

• Initial Complaint

  Date:05/19/2024

  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.

  Was told by there sales rep, that I would have to move my Pod from there ************* location to their ******* Va location in order to have it delivered to my new home address. Was quoted $1007.00 for the delivery to Roanoke Va and then ****** for the delivery to Maxwelton, WV. The delivery was scheduled to be delivered to me on Saturday May 18 2024. On Friday May 17 2024 I call there customer service to see what time the Pod would be delivered. Was told that someone would contact me later in the day Friday with a three hour window. No one contacted me, so I called customer service again on Saturday morning. Was then told that they had emailed me on Friday that they no longer service my area and I would have to go to ******* and empty my Pod there. I looked up the email and this is what it said. Dear ******,We attempted to reach you at ************ however we were unsuccessful and unable to leave a voicemail. This email is to inform you that we are unable to deliver container due to the area, we no longer service that area. Please call to schedule a date to unload the contianer at the storage center. We apologize for any inconvenience this may have caused. If you have any questions, please feel free to contact us at **************.Thank you for choosing PODS! Your PODS **************** Team(I have no idea who ****** might be nor where they got that phone number. Have called and emailed their customer service team several times trying to resolve this issue and requesting someone from their management to call me back. Was told twice that someone from there management team would call me within two hours. Have not received any return calls. Also they have already billed my credit card $1007.00 for the move to ******* Va plus an additional $. ****** that I have no idea what that charge is.

  

  Business Response

  Date: 05/28/2024

  I am in receipt of your correspondence concerning PODS customer, *********************. Due to unforeseen circumstances, **************** container cannot be delivered to his new home, as we no longer service the area he is moving to. As of May 24, 2024, ************** has informed PODS that he will be emptying his container at the storage center. We have advised ************** to schedule the requested access date as soon as possible.
  
  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

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 

  This issue has caused me a lot of grief. Plus they have not been straight forward with me since day one in Oct. 2023. There rental charges have been more than what they stated plus this addition mess. Unless they credit me in full for all charges starting back in October 2023, plus my cost for renting a U-haul, gas and cost for help unloading and loading, I will not be satisfied. I have not been told that any credit would be issued, and I have no reason to trust them at this point.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/06/2024

  I am in receipt of your correspondence concerning PODS customer, *********************. As of May, 29, 2024 June 5, 2024, and June 6, 2024, an advocate has reached out to ************** requesting documentation to substantiate the request. At this time, we await his response while we continue the review of his billing.
  

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21733881
  
  I am rejecting this response because: Until I get my Pod items picked up and they have credited me, this issue will not be resolved.
  Sincerely,
  
  *********************

  Customer Answer

  Date: 06/15/2024

  I have attached a letter explaining what my expectation is for this issue. Also attached all the documents related to this issue, contract, charges from Pods, U-Haul and associated cost for me to get my belongings 

  Pods Moving & Storage Company created this issue by not following through with the contract. 

  

  Business Response

  Date: 07/01/2024

  I am in receipt of your correspondence concerning PODS customer, *********************. As of June 27, 2024, we have promptly addressed this issue, and he has been fully refunded for the out-of-pocket expenses incurred. The refunded amount should appear in his account within the standard 3-5 business days. We apologize for any inconvenience this may have caused and appreciate your understanding. If you have further inquiries or require additional information, please feel free to reach out.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  This email is to inform BBB that this case # ******** has not been resolved.

  
  

  Pod Moving & Storage told me, quoted me and billed me for a service that they did not complete. 

  
  

  When I requested that my Pod be delivered to my new location in *********, WV.  Pods *** Informed me that they would have to transfer my pod to ******* and ******* would delivered it to me at *********, WV.  They quoted this service to me, and we entered into a contract to have the pod delivered.  Pods actually scheduled the delivery for Saturday May 18, 2024.  On Friday May 17,  I called Pods asking what time on Saturday it would be delivered.  They told me someone would contact me later that day and give me a three-hour window for the delivery.   No one contacted me. I called them back on Saturday morning and they then informed me that they had sent an email to me on Friday stating that they no longer delivered to WV, and I would have to unload my Pod in ******** 

  
  

  In the meantime, Pods Moving and Storage billed me $ ******* to transfer the pod to Roanoke and $ ****** for storage in ********  Pods did not fulfill they end of the contract, and I should not have been charged for this.  If they had informed me up front that they no longer delivered to WV,  I could have unloaded my pod just as easily in **********, **.  

  
  

  To date Pods has only credited me $ ****** for the cost of hired help to unload my Pod.  In order for this case to be resolved, Pods *** needs to credit me for the following. 

  
  

  
  

  1. Charge for transfer to Roanoke, VA   $ *******
  2. Rental in *******, *******;                                  ******
  3. Cost of rental on a U-Haul                           225.50
  4. Extra day rental for U-Haul                             57.80
  5. Gas for U-Haul                                                     35.00
  6. Gas for my car to and from Roanoke         34.99

                                                                                                             

  Pods have stopped answering my emails and phone calls trying to resolve this issue.  I would like to have resolved this issue without going to court, but it looks like I have no other choice but to do so. 

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

  

  Business Response

  Date: 07/22/2024

  I am in receipt of your correspondence concerning PODS customer, *********************. As of July 22, 2024, we awaiting the remaining documents to be provided for potential reimbursement. We apologize for any inconvenience this may have caused and appreciate ****************** understanding. If you have further inquiries or require additional information,please feel free to reach out.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21733881
  
  I am rejecting this response because: All documents have been supplied to Pods Moving And Storage. Now waiting for a response from them.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/01/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *********************. Upon thorough review, PODS Enterprises LLC has confirmed that the resolution provided aligns with the details uncovered during the review process.
  
  To provide context,during **************** booking call on October 22, 2023, he booked an order from ***********, MD ***** to *****************************. On November 3, 2023, ************** called PODS and scheduled the transportation of his container to the facility in **********, **. On May 10, 2024, ************** requested the container to be delivered to his new home in *********, WV *****, and this was scheduled.However, on May 17, 2024, the storage center informed PODS that they could no longer accommodate the delivery to Maxwelton, WV. As a result, ************** had to pick up his belongings at the storage center and was compensated for his out-of-pocket expenses incurred.
  
  While PODS understands the nature of **************** concern and regrets any inconvenience caused, the matter has been thoroughly reviewed to ensure accuracy. Unfortunately, PODS is unable to revise its position on this specific issue.
  
  As ************** has been provided with the information regarding his complaint, PODS considers this matter to be resolved.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21733881
  
  I am rejecting this response because:

  Pods Moving & Storage has not fully reimbursed the expense caused to me for their failure to complete what they had contracted to do.  I received no value what so ever for all their charges. This has gone on long enough, I have proceeded to file through magistrates court. BBB can do what ever they want with this case,
  
  Sincerely,
  
  *********************