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:05/01/2024

  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.

  I was charged for the transportation costs on my wife's CC on 4/23 for $2510.86. This was charged and cleared by the bank. On 4/29, I changed the CC on the account (for all future charges - Rental, final delivery, etc.). On 4/30 there was a pending charge of $2510.86 on my CC. When I contacted PODS, they stated it was a pre-authorization charge on my CC to make sure the money was available to pay for the charges. What charges? Pre-authorization for a charge already paid?? Anyway, I had to talk with 5 reps before I got an answer. The other reps hung up on me or placed me on eternal hold. There is a Ticket number created to release these funds back to me - in 7 to 10 days!! They locked this money up FAST but as far as clearing this charge it apparently takes over a week. I am extremely dissatisfied with the service and the time this is going to take to fix. NOT an issue I caused, but PODS did this and will not fix it immediately. Not happy and I do NOT recommend using PODS to anyone.

  

  Business Response

  Date: 05/02/2024

  I am in receipt of your correspondence concerning PODS customer, *****************************.  On May 1st and May 2nd, 2024, contact to discuss the issue was initiated with ***************************** in order to address billing concerns.   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: 05/02/2024

   
  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:04/30/2024

  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 rented a *** in conjunction with my move in April 2024, with anticipated closing date of 5/1/24. My home sits on a hill, but the delivery driver was able to get up the hill and deliver the *** with no problem. The *** was scheduled to be picked up the afternoon of 4/30/2024 (a day prior to the closing of my house, at which point the property will no longer belong to me). PODS called me at 3:09 PM on 4/30/24 to advise that the driver was unable to retrieve the *** due to the hill, and I would be rescheduled to 5/7/24. This date is unacceptable as the closing of my house is 5/1. I spent 30 minutes on the phone with PODS and was offered no solution. When I mentioned towing the ***, I was given a "case number" and told to expect a follow up within 24 hours (which is, again, after my closing). I do not know if the new owners will want compensation for storage at the property, or if they will have the *** towed, or if I will have to have the *** towed, but I am appalled at how this is being handled by the company.

  

  Business Response

  Date: 05/13/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************. Following a comprehensive review, we have concluded that the container placement at ******************** residence was facilitated by a truck capable of navigating the steep hill. However, challenges emerged during the container pickup process, primarily due to heavy traffic and the terrain's incline. In response, we are actively exploring options to address and compensate for the issues highlighted by ****************.
  
  We've made several attempts to contact ****************, including emails sent on May 2nd and May 6th, as well as a voicemail left on May 13th. Unfortunately, we have not received a response thus far. To effectively address ******************** concerns and find a resolution, we kindly ask that she communicates her preferred outcome for moving forward. Rest assured, we are fully committed to resolving this matter promptly and to the satisfaction of all parties involved.

• Initial Complaint

  Date:04/30/2024

  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.

  Ordered a container which was delivered to my property. Did not use container due to unforseen circumstances. Had the container picked up early and was still charged the full amount. I was told it was policy.

  

  Business Response

  Date: 04/30/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************.  On April 30th, 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:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered 2 PODS in Oct 2023. We had them until Feb 2024. The entire time they charged my **************** for 3 PODs despite we only had 2. After they retrieved the 2 PODs in Feb they continue to this day to charge me 270 dollars for one Ive never had! Calls 3 times for total time 2 plus hours was told it was fixed then they charged me again for the third one I never had. When you call you are told there is no supervisor to speak to they say there isnt one which is ridiculous.im sure they at least have an owner

  

  Business Response

  Date: 05/08/2024

  I  am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************************. On May 04, 2024, a PODS representative contacted **************** regarding an account review. It was discovered that a system issue had occurred, leading to unforeseen expenses.Subsequently, we informed **************** that the credit was processed on April 30th, effectively resolving the matter to her satisfaction.
  

• Initial Complaint

  Date:04/25/2024

  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.

  MOLD MOLD MOLD! First time using PODS Moving & Storage The driver failed to inspect this pod before delivery on (04/18/2024) POD#*****BX I specifically asked before ordering if these POD containers had moisture issues! Only to be told no. There is mold on every 4x4 post, you cant miss it! At the time of ordering, I left 2 weekends to get EVERYTHING moved out. Now we have only one weekend to be out. I still havent received a replacement pod! Im still out the initial charges! Even if I wanted to use another moving/storage option, this MOLDY UNUSABLE/UNSAFE POD is STILL blocking my gate and my driveway!Moving forward, I will have to pay another months rent AND utilities! Who should pay for this??? I requested on my most recent phone call to PODS, the least they can do is hire movers to help us get moved out on time with NO response yet. In customer service, a LITTLE urgency goes a LONG way in keeping your reputation. Not only did PODS cost us time and money.PODS PUT OUR HEALTH AND OUR PERSONAL PROPERTY AT RISK. This is TOXIC MOLD and were asthmatic! Update: pods delivered a replacement container on (04/23/2024) 4 DAYS AFTER BEING NOTIFIED OF TOXIC MOLD then tried charging me for it several times OVER and OVER AGAIN but refuses to acknowledge additional damages incurred i.e.- additional rent+utilities caused by lack of prompt service/inspection, wasted time dealing with a shady business, toxic mold exposure. No one from pods will contact me regarding these additional damages. Ive demanded a full refund and removal of the replacement container, as Ive yet to use this service.

  

  Business Response

  Date: 04/29/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***********************. On April *********, a ********************** representative and ***************** reached an agreement involving a Customer Satisfaction credit as a resolution to his 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 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: 04/29/2024

   
  Complaint: 21626378
  
  I am rejecting this response because:
  
  I have not received any refund as of yet,  04/29/2024.

  Additionally, a $250 refund does not cover even half of rent plus utilities. Sounds like a cheap way out that has not been fulfilled. 

  Make a better refund offer and well talk. Right now I am out an additional $800 in undue rent/utilities, plus the $279.31 Ive already paid Pods. 
   
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/07/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer,***********************. Following up on our previous correspondence dated April 29, 2024,a comprehensive review of ********************** account was conducted, and the resolution was determined to be appropriate based on the findings of the review. The refund of $250.00 was credited to ********************** credit card on April 30th, 2024. In the interest of providing excellent customer service and conducting thorough reviews, we revisited and reevaluated the matter upon receiving feedback regarding the complaint. However, PODS Enterprises, LLC's stance remains unchanged. According to the rental agreement, PODS does not issue refunds for house rent and utilities. While we regret any inconvenience caused by our inability to alter our position on this matter, we assure you that the issue was extensively reviewed to ensure accuracy.

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21626378
  
  I am rejecting this response because: 

  Our sustained damages have not been reimbursed. We have made whole again.
  I am out $500 rent, $300 in utilities, and still out $29.31 of the original payment made to pods.

   Additionally, Pods owes me for time spent dealing with an unfair, unreachable merchant.

  Lastly, Pods owes me for toxic mold exposure to our health and personal belongings. 

  Pods failed to correct/replace the moldy container until 5 days after sending it to me. Pods made no prior inspection of this moldy container. This is after I specifically asked if the pod containers had moisture issues to worry about. I was mislead and lied to. Pods is liable for ALL damages including damages to our health and personal belongings. 
  I will accept nothing less than $2000 for all damages. After that, we can talk about continuing the service. Until this has been satisfied, Pods will need to make an appointment to retrieve the unused replacement container as I keep both of my gates locked. Please keep in mind, youre on camera from the moment you enter my driveway ??.
  Pods may contact me HERE ONLY to set up an appointment to pick up the unused replacement container. Until then, no further charges will be allowed on my card from merchant Pods.
  No more attempts at 3:00AM to charge my card????.
  If Pods cannot satisfy my request immediately, I will take another route for my move, NOT utilizing Pods services, or lack there of. 
   
  Thank you and have a great day! 

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

• Initial Complaint

  Date:04/23/2024

  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 Pod in September of 2023 at the time of the rental I was told my monthly storage fee would be $271 per month. I confirmed that amount a few times. Upon my first storage payment I was told my storage fee would be $371 per month and that the first month was discounted. I opened a complaint with Pods and asked that my calls were review for the information I was provided. I believe Pids did not review my concerns and I continue to pay the extra $100 per month. I called in to make my first payment. My second payment was taken automatically with out me opting for auto pay. I call and they would not reverse the payment. I had them deactivate my card on file. Every month moving forward I call in made my payment and had my card deactivated. I called in on the 10th of April to make my March payment and told them to deactivate my card after the payment was successful and was told it was deactivated. Pids put another payment through on April 16th meaning they did not deactivate my card. I have called Pods and they are telling me they will not reverse the charge and they will not deactivate my card my account will stay on auto pay with out my authorization. Doue to my financial situation I pay Pod every month with different cards. My main concern is how do they have the right yo sign a customer up for auto pY with out the customers authorized consent. At this point I feel like Pods is falsely advertising their Prices and once you sign on the dotted line your price increases. I reserve the right to say who has access to Mt accounts for auto pay. I am being told there are no managers to speak with and no corporate phone numbers. Please help me .

  

  Business Response

  Date: 04/29/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *******************************.  On April 26th 2024, attempts were made to reach out to ******************** with an email, followed by a voice message and another email on April 27th 2024, to discuss his concerns, however, attempts to contact have been unsuccessful.  ******************* was provided the correct information regarding all month rental fees at booking.  All contact information for the PODS Resolution Specialist assigned to the issue has been provided. However, regarding ******************** payment arrangements concerns, we invite Mr. ************* to contact the billing department directly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************* may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that ******************** feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  

• Initial Complaint

  Date:04/22/2024

  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 have tried calling Pods and the person I am supposed to contact multiple times with no call returned. I had insured our pod and purchased blankets that were never delivered. I read the pods content protection for personal belongings and it states that losses due to pods negligence are covered. Negligence is failing to do something. Pods failed to deliver blankets to us multiple times which is why our furniture is destroyed. We did everything we had to do to make sure our brand new furniture was protected. We paid for insurance and blankets.. we contacted pods to let them know blankets were not dropped off with the pod. We were told they would bring some when the pod was going to be picked up. The pod was picked up and we were never brought blankets to wrap our furniture up. This is absolutely unacceptable. I explained this to pods and my case was closed with no explanation, call returned, or questions answered. They said our contents were not insured which is not true. Horrible experience, would never recommend.

  

  Business Response

  Date: 04/30/2024

  I'm in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. After thoroughly examining ****************** inquiry regarding the blankets she purchased, we've concluded our review. Our investigation determined that there was no oversight, as there was no prior communication indicating that the driver would return the blankets upon container pickup. Nevertheless, given that ************** is covered for her belongings, we have notified the insurance company to assist with expediting her reimbursement process.
  
  

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21609884
  
  I am rejecting this response because: it is an oversight on Pods end because I never received my blankets. After the blankets werent delivered with the Pod, I was told that Pods would bring the blankets later in the day but they didnt and then I was told  they would bring the blankets when the Pod was going to be picked up but they didnt.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/06/2024

  Per our previous response on April , 2024, PODS position remains unchanged. After full review, no error was found. Our investigation determined that there was no oversight, as there was no prior communication indicating that the driver would return the blankets upon container pickup. To assist Ms. *****, we have set up a claim with PODS insurance company and they are assisting Ms. Oraha with her claim.
  
  

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21609884
  
  I am rejecting this response because:
  
  It is an oversight because I was charged for blankets that were not delivered. If my blankets were delivered my furniture would not be in this condition. We were told blankets would be delivered multiple times and they were not. We were also charged for blankets that we never received. Unprofessional company, I called to have blankets delivered when I should not have had too. 
  
  *************************

• Initial Complaint

  Date:04/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PODS failed to charge my account and now want to auction my belongings. They put the account under another persons name (my sister). I will attach a letter that I sent to them.

  

  Business Response

  Date: 04/29/2024

  I am in receipt of your correspondence concerning PODS customer, ***************************. Due to unforeseen circumstances, ************************ account was initially registered under her relative's name. We've taken swift action to rectify this situation, and as of April 29, 2024, ******************** has been granted access to update her account status. Once this process is finalized, ******************** will have the option to schedule the delivery of her container or transfer the account into her name.We apologize for any inconvenience this may have caused and appreciate your understanding. Should you have any further inquiries or require additional information, please do not hesitate to contact us.
  

• Initial Complaint

  Date:04/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used a 16' *** to move from ******* to ********. The price seemed reasonable but I'm objecting to the lack of transparency about "storage" charges. The *** was delivered to ******** on April 1 and was picked up and sent back to ******** *** location on April 12. On April 1, we were billed ****** for storage from 4/1 to 4/30. It was automatically debited from our bank account. I called today to inquire about a refund of the storage price because it was only "stored" at our location for 12 days. I was told there would be no refund. Why? It might not seem like a lot of money but we are on a fixed limited income and it does make a difference to us.

  

  Business Response

  Date: 04/30/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. During the customer's booking call on September 19, 2024, we identified an opportunity to enhance our communication process. The booking agent inadvertently omitted ******************** billing cycle date. To address this, we've initiated the refund process for the final rental and coverage fee to ****************. We are happy to report **************** has accepted the resolution offered and we have processed the refund to ****************. 
  
  

  Customer Answer

  Date: 05/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I want to add that their service is terrific and made our big move from ******* to ******** much easier and more cost effective than it would have been with any other method.  The original complaint was related only to a storage fee and that has been resolved.
  
  Sincerely,
  
  ******** and *************************

• Initial Complaint

  Date:04/20/2024

  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 called the company for the first time ever on today, April 20, to find out about the types of services and the cost of services. The representative provided the information and I asked if a quote could be emailed to me. She asked for proposed dates I would need services. She then asked for my info to set up an account and as I had made it clear throughout this discussion I was only lathering info. The representative indicated she was setting up the account only and I was not committed to any services but if I decide to use the services I could go in and set everything up directly online and didnt need to call back as long as I set everything up at least 1 day prior to the date. The rep then told me I needed to provide my banking info. I told her I didnt understand that when the reason for my call was only a quote. The rep indicated it was needed to set up my account and nothing was going to be charged. I told her I was uncomfortable with providing my banking info but she assured me there wouldnt be any charges until I decide if I was going to schedule the service. Good thing I checked my emails because I received a confirmation of my delivery date and this was not just a quote. I actually had to call back to PODS and get the service cancelled because I was actually set up for service. I am really frustrated about this because I was intentionally lied to and misguided by the first representative who was supposed to be only sending me a quote. This was my first encounter with PODS and I will never use their services even if I have to pay double the price with a competitor.

  

  Business Response

  Date: 05/01/2024

  I am in receipt of your correspondence concerning PODS customer,*******************************. Due to unforeseen circumstances, ******************** booked an order without her knowledge. I would like to assure you that we have promptly addressed this issue, and as of April 20, 2024, Ms. ********* order was canceled and no monies were deducted. 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.