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:05/22/2024

  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,
  
  *********************

• Initial Complaint

  Date:05/16/2024

  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.

  At this time, we have tried to resolve this issue with PODS; however, they are not replying at all. The email address used to log our complaint per their customer contact team is ************************************ No reply after more than 7 days. PODS is attempting to renegotiate their quote with us at a 57% increase in price. We have finally purchased a new home and therefore have an actual address for delivery. The actual service center for delivery is 38 miles different(validated with their customer service team) than the prior service center which the quote is based on, about 3 % different in total miles. *** their quote and customer service at the time of booking, if the distance change between service centers was less than 50 miles, the quote would not change.We believe this is a predatory pricing action on their part, holding our household goods hostage and trying to force us to accept a new quote without any basis. In addition, it is also a bait and switch tactic - quote a lower price with the intention of charging a higher price at the time of delivery. ***haps most indicative of their actions is their refusal to speak with us and address our concerns even when following their indicated process. We expect them to fulfill the service at the quoted price. PODS CASE #:01421509 Order number: ******* Customer ID: ********* Delivery amount quoted to ******************************: ******* Attempted increase in price to *****************************: ******* We have already paid to PODS: 583.48+406.80+((277+323.55)*3)for storage=2791.93 The combined pricing quoted us is why we decided to go with them. At the new price, we would not have elected to go with them given they would be higher than the other 3 quotes we had. As seniors, we are concerned that this is a PODS standard practice to take advantage of customers. Their high rating is not at all backed by the service we have received. We really appreciate your help to address this issue.

  

  Business Response

  Date: 05/21/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*************************.  On May *********, a ********************** representative and *************** reached an agreement involving a Customer Satisfaction credit as a resolution to his claim.   We are currently awaiting return of the documentation to enable the credit and once returned, the refund will be completed, satisfactorily resolving the issue.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that **************** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that **************** feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer Answer

  Date: 05/22/2024

   
  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. In addition I wish to commend and thank ***************************** for her advocacy on our behalf. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Where should I start? The problems began when we began renting the **** Initially, they delivered the wrong *** container size, as noted in claim ********. Afterward, we received the correct size ***, but it lacked the moving materials we had purchased in advance, and the inside of the *** was quite dirty. The driver acknowledged that it had not been cleaned, which raised concerns for sanitation, especially in light of COVID and other global infections. Despite our request for a credit (reference ********), none was provided. Overall, our moving experience fell short of our expectations, considering the associated costs. The company's lack of attention to detail and consistency was apparent. They also mentioned that they were in the process of relocating their warehouse without considering the impact on customers. Lastly, I noticed discrepancies in my final charges and requested an immediate review, as it appears I was overcharged and not credited for the returned materials due to the missing *** cleaning supplies. I emphasized the need for all calls to be recorded for verification purposes.

  

  Business Response

  Date: 05/21/2024

  I am in receipt of your correspondence concerning PODS customer *********************;On May 20th, 2024, contact to discuss the issue was initiated with ****************** in order to address her concerns and work on a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ****************** 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: 05/22/2024

   
  Complaint: 21719707
  
  I am rejecting this response because:

  We request billing adjustments.

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

  

  Business Response

  Date: 05/28/2024

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. On May 22th, 2024, a PODS representative and Customer ****************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.  We currently have the refund in process once completed, it will satisfactorily resolve the issue.
  

  Customer Answer

  Date: 05/28/2024

   
  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:05/14/2024

  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 getting work done at my residence so I reached out to pods to get another pod sent to my home, while dropping the pod off the driver ran into my house, he got out of the vehicle and preceded to try to fix it and stated that the company would pay for it, then I contacted the company myself and they stated the driver stated that it was already like that when he got there, luckily it was captured on camera when he backed into the house. They asked me to get three estimates which I did and I emailed it to them and have not received any correspondence from them since 11/2023. I have tried to contract them by email and phone.

  

  Business Response

  Date: 05/23/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *******************. A review of the issue that gave rise to this complaint is currently underway. ************** has been assigned a PODS Advocacy Representative and has been contacted to advise of assignment and provide contact information while the review proceeds.  We will continue to work with **************** until the review is complete and will provide details and appropriate resolution accordingly. 
  
  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 Ms. *********** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 
  
  

• Initial Complaint

  Date:05/13/2024

  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.

  I contacted PODS to schedule to shipment of my items from ************************************** storage facility to ************************************* storage facility. I was told the *** would ship on 04/19/2024, would arrive in ********** on 04/26/2024, and I would have access to empty it on 04/27/2024, between 9a-3p. PODS has acknowledged that I did clean out the storage on 04/27/2024, before 12p. However, I was charged $390.95 for storage at the ******* facility on 04/24/2024, for storage from 04/23/2024 - 05/23/2024. I contacted customer service several times asking why I was charged a month's storage when the items were removed and was told to open a claim. I opened a claim which was denied. I contacted the claim representation asking the claim to be reopened and reconsidered with no response. Because the *** was in the process of being shipped, and I cleaned out the *** on the specified, scheduled date, I feel I should be refunded the storage fee.

  

  Business Response

  Date: 05/16/2024

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

  Customer Answer

  Date: 05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that, even though the resolution does not correct the underlying issue and it's more of a "take this or get nothing" resolution , I'll consider this complaint closed.
  
  Sincerely,

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

• Initial Complaint

  Date:05/13/2024

  Type:Billing 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.

  Pods has never told me the amount of money they expect monthly to store my belongings. They have inadvertently taken money from my bank account without any explanation as to why. The charges have no rhyme or reason to them and when I call pods the agent can not give me an answer. I don't mind paying what I owe, but the amounts of money they have taken from my checking account have no explanation and are random. I have had to change my debit card so they won't have any access to my account. I told them if I receive an invoice with explanation of charges I will be glad to pay it. Instead, they on a daily basis keep trying to get money from my bank account. They did send me an email with charges listed from the beginning of the lamentable first charge. I would like to forward that to you if I had your email address.

  

  Business Response

  Date: 05/21/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************. A review of the issue that gave rise to this complaint has been completed. ************** has been assigned a PODS Advocacy Representative who contacted ************** on May 21st, 2024, to advise of the findings and resolution of which she accepted a refund. The refund will be completed,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 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: 05/23/2024

   
  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:05/13/2024

  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.

  wrote to CEO heard nothing. i want my pods back. i owe one month but i want something back for the fact that when offered insurance by the sales guy who never responded after the sale he never told me there was a deductible. as such thats deceptive. i told them to remove the coverage or give me abck something for the misleading sale now i want the pods back to my home as i want out of contrat with them. they keep sending me scripts that in no way help resolve address and i have no time i will pay them once i am adjusted in price for the decpetiveness of not telling me UP FRONT at point of pourchase which is consumer protection there was a deductible for insruance i ask them is it covered no answer i ask them where is container ? i jsut get scripts tht i owe them and getting pods is subject to availability not answering or resolving me if youd ont help i will never get it back the container or be treated fairly i wont pay anymore either. i am filing with AG too poss wrote to ceo nothing i may dispute this on my card too. let them refund mew 75 for deception as to insurance. no bs i ask over and over for the promo they offer now. nothing so now i leave . if you need clarity let me know no more wasting my time the service here is deceptive horrible.

  

  Business Response

  Date: 05/14/2024

  I am in receipt of your correspondence concerning PODS customer, *************************.  Our ********************** advocate has attempted numerous times to communicate with ************************* by telephone and email as recently as today, May 15th, 2024.     ************************* has the direct contact information for our PODS advocate. 
   
  Our records do not show that Deb ********** container was moved to a 2nd address.  The container was delivered to the origination address and then taken to our PODS storage center where it has been since March 19, 2024.   We addressed Deb ********** placement concerns at the origination address by providing a goodwill customer satisfaction refund for the delivery fee & lock fee.       We look forward to working with ************************* to review any other concerns that have not already been addressed. 
  
  

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21702778
  
  I am rejecting this response because: these concerns have not been addressed i have repeatedly told them i want the container back i am done with them i have asked them REPEATEDLYU if i am being charged for insurance why? because at point of sale consistent with consumer rights they did not tell me there was a deductible for insurance contract was presented AFTER i was charged  the info is due to me at time of sale i want the container by monday 20th and want somthing back for the deception at which time i will pay them  i wont pay them past thurs last week when i told them i want out they are pretending its resolved and ******** who i wont deal with anymore is resolving nothing rahter sending me scripts i hope this clarifies what is not resolved so i can leave and must be i need container here as i told them over and over no later than monday 20th and have outlined what has to happen first . since they want money i want consumer protection accountability
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/20/2024

  We appreciate Deb ********** additional feedback.  As a goodwill gesture in the hopes of resolving the matter amicably, we have refunded the contents while in transit fee along with contents protection fees for February and March 2024.  However, this still leaves an outstanding balance on the account.   Until that is resolved, our PODS customer service team will not be able to schedule any deliveries or pick-*** on the order.

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21702778
  
  I am rejecting this response because: i need the amount who to call; FRom the first day of contact here its been downhill. Deceptive business practices like not giving full disclosure of any deductibles when selling insurance for container.  all the time emailing as i told them i want the container back and will pay 200 only there is no good will gesture as they so state with the violations to my time and rights ab out which i had to complain its called accountability so i need the figure to settle i will pay no more than that who to call why wont i? because i haev not billed them for my time spent emailing because of their deception and lack of CS i want out and will file in court if i must to protect myself rather get on with having it retruned they seem to be ignoring me on the final figure and delivery back to my house likely to try to claim more is due Since ******** is the nly one who answers me and i am not happy and dont have this time, nor should i,  i wrote to CEO no response
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21702778
  
  I am rejecting this response because:

  I am rejecting this response because: i need the amount who to call; FRom the first day of contact here its been downhill. Deceptive business practices like not giving full disclosure of any deductibles when selling insurance for container.  all the time emailing as i told them i want the container back and will pay 200 only there is no good will gesture as they so state with the violations to my time and rights ab out which i had to complain its called accountability so i need the figure to settle i will pay no more than that who to call why wont i? because i haev not billed them for my time spent emailing because of their deception and lack of CS i want out and will file in court if i must to protect myself rather get on with having it retruned they seem to be ignoring me on the final figure and delivery back to my house likely to try to claim more is due Since ******** is the nly one who answers me and i am not happy and dont have this time, nor should i,  i wrote to CEO no response
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/21/2024

  Our PODS advocate has been in continued communication with *************************.     During this process, ************************* has been advised of the credit refunds that were provided along with notification of the amount of the current outstanding balance, what potential future fees may be applicable along with the explanation that we are not able to schedule on the order until the outstanding balance is satisfied.     ************************* has been provided with the contact information for our PODS Sales & ************** in order to resolve the billing and be able to move forward with scheduling along with the direct contact information for our PODS advocate.  At this juncture, it would be up to ************************* on how to proceed.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21702778
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  ************************* is in hospital. She has no time interest for conitnued communication she asked to pay online the only amount she will pay 200 and if she does not get the container back given her rights and problems she ********** The idiot *** sends scripts and resolves nothing. So again send invoice online and again not paying anymore. You resolved nothing as resolution would encompass addressing decpetion lack of responsiveness. and eating up time. So i answer for **** Set up bill online that is all we are paying if container is not returned we *** based on consumer protection rights. period.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21702778
  
  I am rejecting this response because:

  ************************* is in hospital. She has no time interest for conitnued communication she asked to pay online the only amount she will pay 200 and if she does not get the container back given her rights and problems she ********** The idiot *** sends scripts and resolves nothing. So again send invoice online and again not paying anymore. You resolved nothing as resolution would encompass addressing decpetion lack of responsiveness. and eating up time. So i answer for **** Set up bill online that is all we are paying if container is not returned we *** based on consumer protection rights. period.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/23/2024

  We thank ************************* again for reaching out to the PODS team. We want to ensure we take every reasonable measure to remedy any customer issues.
   
  We recently sent ************************* a copy of the latest statement that was on the account and have attempted to make contact several times.   We ask ************************* that in order to make a payment, to please give us a call at the number that has been previously provided.  After making payment, we will be able to assist with scheduling the delivery/pick-up of the container.    
  
  

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21702778
  
  I am rejecting this response because: look these idiots get paid for this i have spent hours trying to get thru to a PERSON at their 800 number to pay the last balance and schedule return of conainer no one answers this has consumed much of my time which as a professional i will bill them for. They leave a lot out relating to consumer protection issues when they respond. i told them to call me 8 am 5-24 for last payment as each time i called them to pay final amount 200 and schedule return of container i cant get through period.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/03/2024

  Deb Chitesters concerns were rigorously reviewed, and the claims were not sustained finding no fault by PODS.  However, as a goodwill gesture, ********************** received customer satisfaction credit refunds for the initial delivery fee of the container and the content protection fees in the hopes of resolving the matter amicably.

  
  

  Recently, ********************** paid the outstanding balance on the account leading to the ability to be able to schedule on the order.  After multiple attemps to contact ********************** last week, we've been able to schedule the redelivery and pick up of the container.  ********************** has been provided the scheduled dates and associated fees to her move. We appreciate ********************** being a PODS customer and consider that the issue has been settled amicably.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21702778
  
  I am rejecting this response because:

  These people are unbelievable. I will take them to court if need be.

  First their horrible customer service sending scripts, and inconsistent info making mistakes on delivery cost me time that's money . so that's the bottom line I RESOLVE it not them. and now they have my cc number i want out of their system a court action to recover all monies will be initiated within statute of limitations after i move. i have had it.

  I say when its resolved not the dingbats who sent emails telling me wrong time the container is in PA with no consistency to them one person does not know what other sent my time matters so they will get  a bill from me based on their incompetence i want CC out of their system today or i take further action i will notice them as to when to get container my friend killed herself i have her kids been somewhat delayed this is my response. at this time

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

  

  Business Response

  Date: 06/18/2024

  PODS is in receipt of your recent correspondence concerning customer *********************************. As previously indicated in its prior responses to this matter, PODS values its customers and strives to attain the highest standards in the industry. At Ms. ********** request, her payment card has been removed from our system. ********************** is advised to contact our Accounts Receivable team at ************** to discuss the outstanding balance on her account. Furthermore, to avoid additional recurring monthly rental fees, ********************** should schedule the final pick-up of her empty container

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21702778
  
  I am rejecting this response because: this is yet another script that has eaten away at my time i will be subtracting amounts cost to me since i charge 100 hourly as a licensed professional for all the mishaps emails that ar einconsistent etc. with wrong info and they will get the balance thats consumer protection consumerism accountability which is bidirectional.

  so once i deduct what i am owed for all the time consuming mishaps by them i will be in touch for the record at first they refused to take out the cc.  they are horrible even ingoring letters sent to HQ
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21702778
  
  I am rejecting this response because:

  new complaint rat droppings 2 rats got in container stuff ruined need claim form ..**** broke door been busted worse Time wasted on scripted emails. but they keep calling in broken English for money i tell them consistent with consumer rights i will pay once all this is deducted accounted for but now rat droppings. and i am not going to be told i need insurance insurance that was sold to me which i paid for never quoting deductible yes i will return it asap but i want accountability or i file lawsuit after i move before 8 **************************************************************************************** two . they must compensate for that time and all else they ignore BUT they want their money
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/01/2024

  PODS is in receipt of your recent correspondence concerning customer *********************************. As previously indicated in its prior responses to this matter, PODS values its customers and strives to attain the highest standards in the industry. PODS attempted to contact ********************** by phone on 8/1/2024 to discuss filing a contents damage claim that PODS can consider and assist with scheduling the final pick-up of her empty container. PODS is awaiting contact from **********************.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21702778
  
  I am rejecting this response because:  they left me message today told them to call only with pre scheduled time nothing ,mentioned about rat p*** in my stuff due to their hole no mention of that so this is untrue as to scheduling i will respond soon  all they care about is money
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/10/2024

  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.

  Need help to fix billing issues and settlement

  

  Business Response

  Date: 05/17/2024

  I am in receipt of your correspondence concerning PODS customer, *************************.  On May 13, 2024, and May 17, 2024, attempts were made to reach out to Mr. ********** to discuss his concerns, however, were unsuccessful, and voicemails were left.  Please have Mr. ********** respond to the email that was sent to him so that we maybe able to assist Mr.********** with his dispute.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ********** may have endured.  PODS Enterprises, LLC prides itself on 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.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21694397
  
  I am rejecting this response because:
  I have sent 2 emails asking for her to call me ************
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/22/2024

  I am in receipt of your correspondence concerning PODS customer, *************************.  On May 13, 2024, and May 17, 2024, attempts were made to reach out to Mr. ********** to discuss his concerns, however, were unsuccessful, and voicemails were left.  Mr. ********** spoke with PODS on May 3, 2024, requesting to empty his container, at this time Mr. ********** will need to bring the past due balance current before we can schedule his request. Please have ********************** reach out to the collections department at ************* to facilitate the payment.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ********** may has endured.  PODS Enterprises, LLC prides itself on 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.
  

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21694397
  
  I am rejecting this response because:

  Broken promise to retrieve my items. From pods storage in writing and they with drew *************************************************************

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21694397
  
  I am rejecting this response because:

  Broken promise to retrieve my items. From pods storage in writing and they with drew ************************************************************

  

  Business Response

  Date: 06/06/2024

  Attempts to reach ********************* on May 13, 17, 29, and 30, 2024, were unsuccessful, and voicemails were left. On May 3, 2024, ********************** contacted PODS to request that his container be emptied. He was informed that he needs to bring his past due balance current before we can schedule this request. On May 30, 2024, ********************** called back and spoke with a Collections agent, who confirmed that the situation remains unchanged.
  Please have ********************* contact the collections department at ************** to facilitate the payment.

• Initial Complaint

  Date:05/09/2024

  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 rented a unit in June of 2022 and paid the months rent kept the pod one more month paid the second moth with auto pay called to have pod picked up was informed it was going to take three weeks then i was charged a third months rent witch I did not use. I was also charged a couple other fees of $114.90 and $76.96 not sure why when it took several attempts to reach a person that could help was told it was handled this went on four more time till I cancelled the CC they where charging a spoke with a PODS rep and it was handles again 6 months later I get a letter from Caine&Weiner PODS collection law firm I could not even get an email or call back from them spoke with PODS again cleared it up and now almost two years later dealing with it again in May 2024. At this point I am just trying to pay so I can move on and I cant even get someone to take my money. I guess the proof of payment is the hold up now. I have spent probable ***** hours on this problem emailed everyone I can find inside of PODS no one is even willing to lift a finger to help I just keep getting sent to another person. PODS is ****

  

  Business Response

  Date: 05/10/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************.   On May 10th, 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: 05/14/2024

   
  Complaint: 21690264
  
  I am rejecting this response because: I have called PODS and emailed PODS 30 plus times with no resolution, I even tried emailing the executive team with out any response.  Currently I am awaiting a final bill stating a zero balance from PODS that i was promised i would receive after i made a payment that I am not sure i even owed to them so to resolve the issue i need a final invoice that has a zero balance owed and communication that PODS has removed me from ***** & ****** collection list that I never should have been on in the first place and FINALLY an assurance that IRS and the ************* will not be involved or my credit hit due to this issue. The situation was completely caused by PODS not having any sort of customer support to go over this issue, it should not take a customer reaching out 30 plus times with an hour per time to talk to someone that can help with the problem.

  I have been highly disappointed in the entire transaction.  I will never use use PODS again.

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

  

  Business Response

  Date: 05/16/2024

  Our review found that *********************** was refunded on 8/30/2022 for $247.90.  *********************** also did a chargeback dispute with the credit card for $247.90 which led to *********************** being refunded again for the $247.90.
  
  To rectify the account our ********************** billing/collection team continued to resolve the matter by attempting to collect the over refund of $247.90.    *********************** has since resolved the matter with our PODS billing/collection team. We have also requested that they provide a complete statement of the account to ***********************.