Complaints

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

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  1209 W Market St Smithfield, NC 27577-3338

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

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

  

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:05/09/2024

  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 hired PODS to move.The container delivery involved navigating rain damaged soil and an overgrown Mulberry tree which the driver dealt with and placed the container then used the hydraulics to move it to the edge of our drive way.We asked for the same placement at the new home as it was a 2 car driveway with none of the obstacles.The driver placed the container over a foot from the edge of the driveway, about 10 feet from the garage...This blocked use of the driveway by any other cars and thus, vehicle access to the garage.The side of the driveway it was on has no trees, fences, power lines or other obstacles and in fact is the yard in front of the gate to our RV access.I am disabled and have a Service Dog so I not only had to park on the street but had to take her out to the street to load her into my truck as her harness is behind the drivers' seat.I ended up getting people to clear the *** right away rather than keeping it for the planned 2 weeks and chose the soonest pickup date avaliable which wasn't until the next week.I called to let PODS know of my dissatisfaction at being inconvenienced and their stance was I should have called on April 30th and had a driver come out and move the container.They did not state if thus would be free of cost, just that is what I should have done, therefore, they take no responsibility. He said I had said I stated I wanted the container on both the right and the left hand side of the drive as well as 'as close to the garage as possible'This rep continued to be extremely rude and argumentative and when I asked to speak to someone else, he disconnected.I called the 800 # and filed a claim, saying I had taken pictures and expected restitution for loss of use of my garage because my directions were not followed and the driver, if he had any questions about placement, did not ask me.This rep said someone would reach out to me to get my story in 2-3 days.I simply received an email saying the driver acted appropriately.

  

  Business Response

  Date: 05/13/2024

  .I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *******************************. Regarding our previous communication dated May 9th, 2024, we conducted a thorough review of *************************************** account, and based on the facts presented, we deemed the resolution appropriate. However, in the spirit of customer service and continuous improvement, we revisited the issue upon receiving feedback about the complaint. Despite this, PODS Enterprises, LLC maintains its original position.
  
  The decision to place the container at the new address on April 30th, 2024, was made at the discretion of the driver, in accordance with our rental agreement and safety protocols. The request to place the container at the very edge of the driveway was not approved by our Territory Manager, Market Manager, or the driver.Additionally, ******************** did not raise concerns about the placement until after the final pick-up of the container on May 8th, 2024.
  
  While we acknowledge the inconvenience caused by limited access to the garage, we are unable to offer compensation in this regard. Rest assured, the matter was thoroughly reviewed for accuracy.
  
  At PODS Enterprises,LLC, we hold our customers in high regard and strive to uphold the highest industry standards. We genuinely regret any inconvenience experienced by *******************. Our commitment to quality customer service remains unwavering, and we apologize if ************************ experience fell short of expectations. We take all customer feedback seriously and use it to improve our processes for future interactions.
  

• Initial Complaint

  Date:05/08/2024

  Type:Order 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.

  The date of the most recent issue was May 7, 2024. PODS auto-debited my card, but they do NOT have permission to auto-withdraw from my account. I have a contract with them, and it does NOT state I have to have an auto-debit account NEITHER does it state I will be placed on one. Apparently, PODS went through some changes that subjected new customers to an auto-debit account. ********************** tried to enroll me WITHOUT my permission. When I found out, I called and was REMOVED from this type of account because my contract does NOT permit it. In the past 6 months or so, I spoke to someone who was very rude and unprofessional, I believe he changed the status of my account WITHOUT my permission because all of a sudden, PODS is now auto-debiting my account when I have NOT had this issue in over 2 years! I have told them repeatedly that they do NOT have permission to do this. On May 8, 2024, I spoke to ******* in **************** who could NOT find anything in my contract that stated I had to be on auto-debit. She transferred me to collections. ***** answered the phone, pulled up my account and stated auto-debit could not be removed. When I asked him why it could not be removed even though it had been removed before, he could not answer me. When I asked him why they would place my account on auto-debit when my contract DOESN'T state I had to be on that type of account, he stated he did not know. When I asked to speak to a manager, he said there was not one available. I told him I wanted to speak to someone who could REMOVE the auto-debit from my account, he told me no one could do it because everyone had the same access, even management. When I asked how did they remove it before, he stated he didn't know. When I asked to have a manager contact me, he said they don't do outbound calls. When I told him, that I have received calls before, he said yes that's true, but we don't do outbound calls. He told me I had to call back in 1-2 hours.

  

  Business Response

  Date: 05/20/2024

  I am in receipt of your correspondence concerning PODS customer, *******************************.  We appreciate ******************************* bringing their concerns to our attention.   Our PODS advocate spoke with ******************************* advising that auto pay was the required method of payment.    
  
  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: 05/20/2024

   
  Complaint: 21683942
  
  I am rejecting this response because: the PODS representative I spoke to stated PODS has always used auto-pay as the method. This is clearly a lie because my account has not been auto-debited since 2015, when it happened and was settled. When I was expressing that I had this same issue back in 2016 and that there should be notes, I was told the system doesn't go back that far.  When I expressed what I was told about my account being taken off of auto-pay back in 2016, I was basically told that what was said to me in the past did not matter and for whatever reason my account has been placed on auto-pay.  It seems really crazy that she was 'able' to see the payment arrangements I made years ago, but she couldn't see the notes regarding my account and the fact it was not to be placed on auto-pay.   The lack of customer service within this company has been absolutely appalling.  At this point, I no longer wish to do business with PODS.  I would like to set-up a date and time in which my POD can be delivered to my residence so I can remove my items.  I have never been subjected to such egregious customer service, especially when the customer has been doing business with them for over five (5) years.  Even when they switched my POD from different locations without notifying me, I still stayed and continued to be a customer.  This is the last straw, I no longer wish to be a customer with **********************.  As stated, I would to set-up and date and time in which my POD can be delivered to my residence so that I may retrieve my items.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/21/2024

  We appreciate ********************************* additional feedback.  While although auto pay is required, if any alternative methods of payment or settlement arrangements are requested they would need to be handled through our PODS billing/collection team.   We have requested that a member of that team reach out to ******************************* to address any method of payment issues.     We apologize that no scheduling could be completed on the order until the outstanding balance is resolved.  

• Initial Complaint

  Date:05/07/2024

  Type:Delivery 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.

  Dear H3***37393238313831H, This is a compliant against the PODS - H313533393337343***33H and H3136323***3530383033H company which works out of Calverton, **. I am requesting that the delivery fee ($153.00) of a large *** (8X8X16) be reimbursed to me because of the sub standard exterior condition of the *** container which was filled with black mold. A *** unit (#***B47) was delivered the on 5/6/2024 at our physical residence at ************************************************************************. The delivery was quick and delivered by a contracted H313533393337343***33H company. Initially my husband and I questioned the delivery driver of the various corroded areas on the exterior of the ***. The driver dismissed it as normal wear and tear and assured us that the container was weather proof. The driver was in a rush. He opened the container and the floor was very dirty. We were unable to inspect the interior closely because of the driver *******. After the driver left, my husband took a good look on the inside of the *** and it had black mold in most of the seams of the container. We have taken interior and exterior photographs of the of *** #***B47. We immediately reported it to the PODS company and supervisor. A woman on the phone said the delivery fee can not be refunded. I am still waiting on my first months rental fee ($355.00) be credited back to me on my credit card. My husband and I believe that the condition of the *** was so poor that a refund for the delivery fee should be given. We are not going to be stiffed with a $153.00 delivery for a defective and hazardous to your health *** container that is scheduled to be picked up on 5//8/24 at our residence. Basically $153 for nothing. Please call me at ************ cell or home ************ to discuss. Let me know where I can send the photos for you to examine. I am sorry but I am unable to upload the photos from my camera to this online form. I have hard copies of the pictures I can send by mail or if given a cell phone number I can forward the photos from my cell phone. Thank you.

  

  Business Response

  Date: 05/14/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. On May 14, 2024, a PODS representative and ************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their 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 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: 05/15/2024

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

• Initial Complaint

  Date:05/06/2024

  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.

  Order 1 large pod on 4/24/24 to be delivered on 4/26/24I to ********, Ga. It arrived as expected. Order 2nd medium pod to be delivered on 4/30/24. Large pod was picked up on 4/30/24 sent to ********************************** facility and on 4/2/24 medium pod was also stored there. 5/1/24 went online to have large pod delivered to ************, **. Online site never booked my delivery after 2 attempts. 5/2/24 called to have both pods delivered 5/4/24. On 5/4/24 my pods were not delivered was told to cal 5/5/24 to have delivered scheduled. On 5/5/24 was told no deliveries are made on Sundays(5/5/24). I had already paid movers to move my things from pods on 5/5/24. Had to forfeit money cause movers had already been paid day before expected move. Schedule another delivery for 5/6/24. My pod has still not been delivered. Have called 4x customer service to see where are my ********************** and ETA. I have just been given run around. Paid pods a total ******** and I have not received my pods with my personal belongings nor do I have a date or ETA when I will receive my things! We are paying them for storage that we dont need and have been trying to get our thing for the past 5 days!

  

  Business Response

  Date: 05/09/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*******************************. On May 8th, 2024, a PODS representative and ***************** reached an agreement involving a Customer Satisfaction credit as a resolution to her claim satisfactorily resolving the issue.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ***************** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that ****************** feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

• Initial Complaint

  Date:05/06/2024

  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.

  On 4/29/2024 my credit card was debited for $339.00 and $188.00 to pay my brothers back storage fees. These transactions were not authorized by myself. The storage is in my brother's name. I only helped him set it up originally using my credit card and paid for another month also using my credit card. I have been reimbursed by my brother for this payment, I contacted the company to ask them to reverse the fees and the person was uncooperative and refused to do so. My bank is now investigating these charges as fraud or a dispute and will be notifying me within the next 8 days. I am an 82 year old woman who relies on a disabled veteran's pension so this is a hardship on myself and causing a great amount of distress. My next option is to use the Senior legal services at my local air base as well as a report to the nearby **************** about the practices of this company. I am also considering reporting it to the County ***************************

  

  Business Response

  Date: 05/07/2024

  I am in receipt of your correspondence concerning PODS customer, *****************************.  On May 7th, 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.
  
  

• Initial Complaint

  Date:05/06/2024

  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.

  The pods order was for a move from ***** to **********. We ended up cancelling the Fall River Delivery and instead of changing the delivery address, it had to be a separate order and we paid an additional $600+. We put in another order for delivery on December 2nd 2022. I called multiple times to confirm the order and every customer service person I spoke to confirmed the order to be delivered to the North Providence Address on December 2nd. On December 2nd, the pod never came. Pods let me know there wasn't an order and I had to redo the entire order although in the PODS Client portal, all the order updates are there. It was then delivered a week late. This made us have additional fees in our rental unit as well as we had to buy air mattresses, blankets, etc.. as everything we owned was in that POD. I filed a complaint on December 2nd and am still in correspondence with PODS trying to get this resolved. ********************* is the specialist Ive been working with for over a year now and has barely responded. I have attached the initial email correspondence. We wanted a full refund initially, but because its been so long, I am unable to provide receipts of which PODS is requesting. ***** let me know that they could submit a refund for $525 without receipts. ***** stopped answering and her email started to bounce back as a not valid email. I called Monday to make sure this was still an active case, even though I haven't heard anything for months, and that because its been so long, we would like to just move forward with the $525 and move on. The specialist I spoke to let me know they moved to Sales Force and they do not have an open case for me at all and all the order, complaint, etc. information is gone. He opened a new case for me, and it was immediately denied although all the previous information and email correspondence wasn't attached or reviewed. I have attached the most recent correspondence as well as both order updates that show a 12/2/2022 delivery date.

  

  Business Response

  Date: 05/07/2024

  I am in receipt of your correspondence concerning PODS customer, *******************************.  On May 7th, 2024, contact to discuss the issue was initiated with ******************************* in order to address scheduling concerns.   We are currently working with ******************************* in the hopes of reaching an amicable resolution.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ******************************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21671342
  
  I would like to keep this case open until it is completely resolved. At this point, I am working with ******** to work to a resolution. However, until this resolution is reached, I would like this case to stay open. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/10/2024

  We appreciate ******************************* being a PODS customer therefore our ********************** advocate presented a goodwill customer satisfaction settlement offer to ******************************* in regard to the claim.   We currently await the return of the document that will enable the refund to be processed. 

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21671342
  
  I am rejecting this response because: an improper amount was provided and a release form on the subject was requested to be signed. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/03/2024

  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 was extremely inconvenienced by PODs on the weekend of April 27th due to poor management and lame excuses on their part. I was scheduled to have a *** delivered to the apartment I was moving out of that Saturday and got confirmation the day before that everything was on track to be delivered on time. The next morning (April 27th) I received a call from them to let me know the delivery had to be rescheduled for 3 days, making the excuse that there were unforeseen circumstances at the outbound location that affected all deliveries for that day with no other details. They claimed that none of their trucks were in working condition and there were no available drivers that could deliver that day, which I find very unlikely considering 12 hours before this everything was fine on their end. If that was true, then there was very poor planning/management and maintenance practices on their end to allow their trucks to come to such a state in less than ********************************************** sufficient time. I called them to submit my complaints but they refused to deliver the *** on time as they had promised. When I said I could not wait that long (lease ended 5/1, the day after the rescheduled delivery date) they basically told me tough luck. When I asked for financial compensation for missing work and extra travel time they said they would look into it and give me a response in 3 business days, though they never once told me an amount. The person I talked with only referred to herself as supervisor ***, who refused to give her last name. She said I couldnt blame the issue on PODs since it was the individual outbound servicer at fault. I ended up cancelling the service and got a truck through U-Haul that day. PODs did refund me the initial payment for delivery and didnt charge the rest of the amount since I cancelled in time before the rescheduled delivery.My PODs customer number is ********* My order number was ******* The incident number was ********

  

  Business Response

  Date: 05/07/2024

  I am in receipt of your correspondence concerning PODS customer, *******************.  On May 6th, 2024, contact to discuss the issue was initiated with ******************* in order to address 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:05/03/2024

  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.

  PODS site states that they will bring a pod to your home, you pack the pod and call when its packed, then they store it until you are ready for it to be delivered to your new home. We moved from ******* to **** and we were told that they serviced ****. We told them that we didnt have a home yet and they told us just to give them an Iowa address and then notify them when we found a home. We gave them my mother-in-laws address and they said that was fine. We found our new home in **********, **** so we called pods and told them we were ready for the pods to be delivered. Their response to us was that they didnt service that area. The pods company never told us that they only serviced certain areas in ****. Now we will have to pay a moving company or get U-Haul trucks to get our household items from ******, **** to our new home in **********, ****. I retired after 20 years of ************ so I understand following orders, directions and that people do what they are told to the best of their abilities. To me this is just not except-able that they would tell us they would deliver to **** and not tell us it was only in certain areas. Drop off the pods at our home in *******, we filled them, they picked them up, they stored them but wont deliver them to our new home.

  

  Business Response

  Date: 05/14/2024

  I am in receipt of your correspondence concerning PODS customer, ******* and *************************. Due to unforeseen circumstances, Mr. and ****************** placed their order online on September 5,2023, for delivery to the zip code *****. On the same day, they spoke with a call representative who verified and confirmed the accuracy of this zip code with them. The representative also informed Mr. and ****************** that our service does not cover all zip codes, and this was acknowledged.
  
  On April 26, 2024, Mr.and ****************** contacted PODS to request a new destination zip code of 52537.They were informed that we do not service this area. We apologize for any inconvenience this may have caused and appreciate your understanding. If you have any further inquiries or need additional information, please feel free to reach out.
  

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21662533
  
  I am rejecting this response because: When we first ordered the pods, we were told that pods did service ****. We told the woman on the phone that we did NOT have a home in ****. She told us that all we needed to do was provide an address so she was given my mother-in-laws address. She told us that when we found a home, to provide the new home address. It took us about seven months to find a new home. When we called pods to give them the new address, that was when we were told pods did not service our new home zip code. The pods site did NOT state it would not service the *******, Iowa zip code. 
  

  Pods received their payments from us and everyone we have talked to has said pods did us wrong. I will attach the screenshot again, from their website, that says that they would deliver them. Again, there was only one representative from pods on the phone when we were told only that pods serviced ****. There was NOTHING mentioned about only certain zip codes being serviced in *****

  We have told everyone NOT to use pods, we even told everyone at the **Haul store because we had to rent two **Hauls to finish our move that the pods company should have done.
  
  *************************

• Initial Complaint

  Date:05/02/2024

  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.

  On Sept 1, 2023 I had a Pods container delivered to N10340 ***************** in ******, ** to use for storing the personal possessions from my 5th wheel RV. Thru numerous phone calls, the agreement entered into was that the container would be moved to an indoor storage facility near ****** and upon my instructions at a date as yet to be determined, would be transported to a location of my choice in *****. I needed to give the Pods agent a physical address for her to complete my contract. She said that a notation would be made indicating that fact, I was never given a copy of the contract On Oct 1, 2023, Pods picked up my filled container and the driver was again told that it was to be stored at an indoor climate controlled location near ********************** as the contents of the unit would be susceptible to the possible severe winter conditions. He remarked that it would. After being notified by my bank of insufficient funds to pay a credit card bill of $3149.56, I became aware that Pods had transported my unit to somewhere near **. Worth **. Pods explained the mistake they had made and gave me a 10% discount. On Feb 19, 2024 I had the container delivered to ******************************* in *******, where I was going to empty it. At that time I was told there would be a redelivery charge of $155.98, of which $54.13 was for non-paved surface fee. After several attempts to dispute that $155.98 charge on the basis of they didn't follow my instructions and the redelivery was a result of them not following the initially agreed upon instructions of delivery to my TX location from **. I feel that if they had followed this, there wouldn't be a redelivery. In addition, when they delivered my unit in ******, they asked if the site I wanted the pods set on was paved. I told them no and they them asked if it was level, which it was. When they redelivered it to me in ****, they set the unit on level ground just like they did in **. I am disputing the $155.98 charge.

  

  Business Response

  Date: 05/03/2024

  I am in receipt of your correspondence concerning PODS customer, ***************************.   On May 3rd, 2024, our PODS advocate spoke with *************************** and provided a refund for the fee that was in question as a resolution to the claim.   We appreciate *************************** being a PODS customer and consider that the matter has been settled 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:05/02/2024

  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.

  Customer for 10 years, never had a problem with payment until December 2023. Led to unauthorized use of my bank account. System did not update properly when I entered my new card info in Dec. Was not aware till January. They claim to have switched to a new payment system. I managed to make payments for ****Feb, but by March website/pmt system had failed and could not log into my acct properly. Tech **** condescendingly told me it was my side. Must not know how to clear the cache or use a website. 5 different compsthree browsers plus incognito (6 total per comp) yielded same results. Im a tech person. Treatment unacceptable. Problem on their end.CS chat tried to take card num. 2 people in call tried to get card num. Several calls, got person who put through to auto sys-mid *****March pmt not going through. Auto system, accepted card, CSR said it was rejected. Used same card num/bank/act for yrs. Card made Dec-Feb pmts just fine. Tried mult times. *** kept saying was happening to lots of ppl. Their new sys didnt work. He noticed a PayPal connected to account. **** could ONLY CHARGE IT ONE TIME. ONLY ONCE. Stated repeatedly. Made clear NO authorization to charge again. First pmt went through. March taken care of. A few days later a 2nd pmt went through for ***** after I expressly forbid it and said it was not authorized. That ******** the account associated with my PayPal. I dont use that account for a reason. Now I have overdraft fees because he essentially stole my money. It was not authorized. It was expressly told he did NOT have permission and he did it anyway. I want my money back. I want the overdraft fees paid and a letter to my bank telling them it was their fault because their system is broken and I did not mismanage my money. I do not get overdraft fees. I am beyond furious. That is theft. That is unauthorized use of an account. I want compensation for the hours *** spent trying to take care of this when the problem is on their end.

  

  Business Response

  Date: 05/10/2024

  I am in receipt of your correspondence concerning PODS customer,***********************. Due to unforeseen circumstances, Ms. ******* PayPal account  was charged bringing her account current. I would like to assure you that we have promptly addressed this issue, and as of March 9, 2024, her PayPal account has been removed from our system, with instructions on adding a new form of payment of her choosing. 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: 05/19/2024

   
  Complaint: 21657273
  
  I am rejecting this response because:
  They are making it sound as though I had a delinquent account when the reality is their system was broken. I had several of their employees tell me their system was broken. They installed a new payment system and it was not working. That is not on the customer.  I spent 4 months trying to fix it. FOUR.  I tried everything other than giving some ***** in a chat my card number.  THEIR SYSTEM WAS BROKEN.  That is not on me.  Because of their negligence and refusal to listen my account was overdrawn.  I don't even get an aplogy for that let alone reimbursed for the theft?  That is beyond unacceptable.  They owe me compensation for the theft.  My account was in perfect standing for a decade.  It got messed up because THEY MESSED UP. This is not on me. This is not on their other customers. It is on them for being incompetent in installing their new system. If you change any of your tech system, have professionals do it. I tried over and over and over to put the correct card on the account.  I tried through their website. I tried through their customer service...NUMEROUS TIMES. This is on them and I want my money back for the overdraft fees and an official apology.  I deserve compensation for all the time wasted on this and the stress it has caused. This is beyond unacceptable. Stop trying to imply the situation was my negligence and I didn't pay my bill.  There would never have been a problem if they hadn't screwed up their own system.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/22/2024

  I am in receipt of your correspondence concerning PODS customer,***********************. Due to unforeseen circumstances, Ms. ******* PayPal account was charged bringing her account current. I would like to assure you that we have promptly addressed this issue, and as of March 9, 2024, her PayPal account has been removed from our system, and on April 30, 2024, **************** was able to add her payment of choice. 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: 05/22/2024

   
  Complaint: 21657273
  
  I am rejecting this response because:  I want their admission of guilt. I want them to admit their system was messed up and that is where the problem was. I want them to say it was not due to unforeseen circumstances and definitely was not on me. it was due to incompetence at best and malicious intent at worst.  I WANT THE OVERDRAFT FEES REIMBURSED. I want a better apology.  Their ***** attitude is not acceptable for causing issues in peoples lives due to their own internal issues.  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21657273
  
  I am rejecting this response because:

  You closed my complaint saying the business did their best, yet they literally stole my payment information and used it which is a crime and refused to pay the overdraft fees for stealing an unauthorized card for their use.  Their system is broken.  The woman in the complaint said my new payment method had been successfully added (after 6 months), and yet it still will not charge correctly.  They are now calling me again saying the payment is overdue when the card is there. It is set on autopay and their new system cannot handle it.  They are again going to ask me for info over the phone, mess it up, say it wont work and then charge me multiple times.  How is this ok?
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21657273
  
  I am rejecting this response because:

  Well to add to that, they harass me by phone repeatedly. The payment was due on the 25^th of May.  Now suddenly today after I call them on their ****, my card is magically charged. How is that? I havent been on the site (because it never works) since a few weeks ago when it finally accepted my card.  The way they treat their customers again of a decade is unacceptable and they are downright dishonest. I understand mistakes are made, but own them and make reparations when you cause harm.  It is truly that simple. They owe me money and a huge apology for all the trouble they have caused. This has been going on 7 months now and all they do is point the finger at me and then PayPal? Take responsibility.  They installed a new payment system and screwed it up. Own that. Dont be abusive and steal from your customers when they are the ones that made the mistakes.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/07/2024

  I am in receipt of your correspondence concerning PODS customer,***********************. We apologize for the inconvenience **************** experienced during this time.  We do not show that she was delinquent in her recent payments.  As of June 7, 2024, we show her card of choice on file, was used to make her recent monthly rental payment and the PayPal account has been removed. Per the rental agreement **************** accepted any form of payment is automatically used to make certain that our customers do not become delinquent. **************** can refer to her rental agreement to verify this information.