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:04/20/2024

  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.

  My name is ************************* and my order number with PODS is *******. My original delivery date was April 19, 2024 but changed to April 23, 2024. Then the delivery date was changed from April 23, 2024 to April 26, 2024. PODS did not want to give me any concessions for the second inconvenience on their part. Having my date changed from April 19, 2024 to April 26, 2024 is very bad business in their part, especially when PODS dont want to accommodate people for their troubles.I want my stuff but I also want PODS to discount my purchase price.

  

  Business Response

  Date: 04/26/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************.  On April 24th 2024, a PODS 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.
  

• Initial Complaint

  Date:04/19/2024

  Type:Sales and Advertising 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.

  ***************************** an 86 year old senior has been scammed by this company. She and her husband (99 year old WWII veteran) came to live with her daughter ** *************** (power of attorney) in ********. Their move was from ********** ** to ****************** for storage until her home was finished. Now that her home is finished they are denying delivery to ****** MO *****. After the fact, they are telling these seniors the delivery location is outside their area and requiring that they rent another moving truck to deliver to the destination location. They were additionally in breach of contract as they were suppose to deliever the pod on 4/6/2024 as her move was schedules for 4/9/2024. As late as 4/9/2021 once the movers had her packed up and her senior living facility was abandoned the pod had not yet been delivered. We had to go to the local pod distributor just to get them to deliver the pod and it cost her and additional $750 to keep the movers there until we got an actual delivery of the pod. They are NOW holding her worldly contents for ****** and this is a clear case of elder abuse. They took advantage of a senior citizen and are getting ready to charge her additional storage costs. We have talked to customer service no less than 8 times and get the run around with each and every call. We need your help

  

  Business Response

  Date: 04/29/2024

  I am in receipt of your correspondence concerning PODS customer, ***************************. In response to ********************* complaint, we would like to clarify that during her booking on February 9, 2024, she was informed by our call representative that delivery to her new home in ******, **, was not available. ****************** worked closely with our representative to arrange for the container to be placed as close to her destination area as possible, facilitating the retrieval of her belongings from our storage center. This matter was discussed multiple times during the call,ensuring ****************** was well aware of our delivery limitations. We apologize for any inconvenience experienced and appreciate your understanding. Should there be further inquiries or a need for additional information, please do not hesitate to contact us.
  

• Initial Complaint

  Date:04/16/2024

  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.

  On April 9, 2024 at 6:24 pm I phoned Pods to book a container for moving. I was not 100% certain I would need it so when the representative asked for my credit card I specifically asked what their cancellation process was. She told me I needed to cancel within 24 hours and my card would not be charged for that first 24 hours. I gave her my credit card information. On the next day, April 10th at 1:10 pm (less than 24 hours later) I cancelled the order and received an email from Pods confirming my order was cancelled. 4 days later I noticed I was charged $3915.10 on April 10th. I phoned Pods and was told that despite cancelling, I was charged a "transportation fee." She said they would open a case #******* on this and I should be refunded but I no longer trust them especially since they told me my card would not be charged the first 24 hours. Pods needs to be honest and train their customer service people better.

  

  Business Response

  Date: 04/22/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. On April 17th, 2024, ******************** was contacted by a PODS representative via both phone and email. The representative conveyed a voice message and sent an email to inform him of the full refund granted as a resolution to his claim.
  
  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 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:04/15/2024

  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.

  The quote from Pods are as describe below:1. $426.15 for dropping the pod 2. $3,382.94 after the box has been delivered to the destination 3. $139.04 after the pod has been pick up.However, after the pods has been delivered the amount of $3568.50 has been automatic withdraw for our credit card, with a deviation of $185.56 and $111.08 has been withdraw instead of $139.041. There was multiple attempt to contact with customer service and have received the email that the complaint still in process but has not received any update from Pods. Seeking the refund the different amount from the quote and the actual payment.

  

  Business Response

  Date: 04/17/2024

  I am in receipt of your correspondence concerning PODS customer, *******************.  On April 17th, 2024, our PODS advocate spoke with ******************* to advise that the difference in the transportation cost had been refunded & that the redelivery fee was charged at a lesser amount than quoted.    PODS considers that the matter has been resolved amicably.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ******************; experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

  Customer Answer

  Date: 04/25/2024

   
  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:04/15/2024

  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.

  My rental agreement renewed on the 12th of every month. I canceled on the 13th and Pods scheduled pick up on the 16th. I was told I would receive a prorated refund of my $246 monthly charge. I was surprised to find out that days 4-10 warrant a half month charge. Seems odd they scheduled pick up on day 4 instead of day 3. I was also told I should have canceled a week before. My home renovation didn't allow me that option. Having to pay $230 for an empty pod taking up my driveway for 4 days seems ridiculous.

  

  Business Response

  Date: 04/17/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. On the 4/16/2024, a PODS representative and Mr. ***********;reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim. We are currently waiting on **************** acceptance of the credit and once this is received, the refund will be completed, satisfactorily resolving the issue,

  Customer Answer

  Date: 04/17/2024

   
  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:04/15/2024

  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.

  Exact start date not avail. Acct *********** closed, locked by ******************************* to my acct denied. Their business was suppose to be committedto provide me access to online acct to pay bill & communicate my rental experience. In addition, my agreement was to pay $236.32 per mo auto withdrawnfrom CC begin (4/22 or 6/22) until I chose to cancel services which was on 6/30/23. Unit was cleaned & ready for scheduled pick-up on 7/6/23. I kept my agreement. Nature of compliant is, I cancelled my contract they continued to bill ****** card. PODS driver came, but never retrieved unit. Informed me of getting another truck. Never heard from the driver or anyone else from PODs about pick up. In 9/2023, noticed error billing. Called, chatted, wrote letter, but to no avail. Stop payment issued by ************* Pods overrode and continued to withdraw from CC 10/23, 11/23 & 12/23. Spoke with a Phillipines supervisor, ********************************* about a Tue, 3/26/24 pick up appt. On Tue after waiting all day, spoke to *****, who had no record of a scheduled pick up & who appeared to focus only on collection of $785.00. Request made to correct error bill, stop collection calls & remove PODS unit off property. ********************** called back, said ******************* stands. *r. * not aware my calls, letters, chats submitted to PODS. Instead of admitting to their mistake. It appears that they want to blame me for their negligence.I'm bombarded with calls & now drivers destroying yard, but unit still on property.

  

  Business Response

  Date: 04/22/2024

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *************************. Our records indicate that on June 28, 2023, ****************** contacted PODS to arrange for the pickup of her empty container for June 30, 2023. Unfortunately, June 30, 2023, was not available, prompting us to schedule the pickup for July 6,2023. However, unforeseen circumstances arose on July 5, 2023, preventing us from completing the pickup as initially planned. In response, a PODS agent promptly reached out to ******************, leaving a voicemail requesting a callback to facilitate the rescheduling of the pickup.
  
  In recognition of the inconvenience caused, PODS waived the additional monthly rental charge on July 2nd and extended the pickup deadline until August 1st before incurring a new renewal fee.
  
  While we understand that circumstances may have arisen causing a delay in ******************' response to reschedule the pickup until November 2023, we have made multiple attempts to communicate with her via email messages, urging her to reach out to us to work on a solution.
  
  We remain committed to resolving this matter amicably and encourage ****************** to respond to the email messages we've sent so that we can collaborate on finding a suitable resolution.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21575432
  
  I am rejecting this response because:
  

  Complaint: 21575432
  
  I am rejecting this response because: PODS have not given an honest description of this problem. They forgot to mention that PODS came to my home on July 6, 2023 to pick up the container (but did not) and their driver informed me about getting another truck. They probably just forgot to pick up the unit from my home.  As I have already stated, the only contact that I received from PODS was a withdrawal from my credit card account in August 2023. My PODS account verifies that I communicated with them about this problem. I rented PODS services and I paid for my services for the time needed. As per contract, I called to notify them of my cancellation which meant I no longer needed their services. Who gives PODS the right to extend services to customers who cancel their services. I didn't need any extension of services and if I did, I would have requested it. Who gives PODS the right to interfere with my finances that interrupted my medical care. My health care was denied because PODS took two payments from my account that they shouldn't have because my account was cancelled June 30 2023.
   Is PODS in the business of not understanding what "CANCELLATION" means. Whatever my reason, If I cancelled my services June 30, 2023 and I was assured by the Roselle, customer service agent in *********, *******, that I would not receive any more bills or fees from PODS, that should have been the end. Why am I put through this nightmare? I even submitted letters to the Headquarters in ******* that your Philiphines Supervisor, ************************* said he never knew about after calling me and having his collection people call me over ten times. I received several email messages from PODS "We're on our way" or my case has been closed. How does a company close your case, yet still bill your account? The container was where PODS left it. I did not bring the PODS unit into my home. Just as they came (WITHOUT CALLING) on April 19, 2024 before 7:30 am, I was awaken by the noise of a tractor and truck backing into my yard, they could have obtained this unit the same way, in August 2023, September 2023 when I complained, October 2023, when I complained, November 20, 2023 when they "assigned my case" after I received more "We're on our way" messages, December 2023 or after correspondence was submitted to your *********, *******, Headquarters, letters dated February 22, 2024 and a second letter March 22, 2024 notification of this problem, as well as, sent your *********, ******** Office. How dare you PODS to blame me for this problem that could have been avoided. If they had listened to my complaints or responded to my letters. I'm blessed to be a senior citizen with good mental faculties, but with all the stress, pressure collection calls and this whole ordeal with PODS has contributed to my health decline with Hypertension. PODS need to be more customer friendly particularly if they plan to grow. They make statements like "we feel that open communication and a transparent process are critical for providing you with a positive experience". Why say it, if you don't do it or really mean it. Your storage unit has been on my property for almost one year after I have canceled my contract. There is nothing positive about my experience. 

   

   

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

  

  Business Response

  Date: 04/29/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *************************. Our records indicate that on June 28, 2023, ****************** contacted PODS to arrange for the pickup of her empty container for June 30, 2023. Unfortunately, June 30, 2023, was not available, prompting us to schedule the pickup for July 6,2023. However, unforeseen circumstances arose on July 5, 2023, preventing us from completing the pickup as initially planned. In response, a PODS agent promptly reached out to ******************, leaving a voicemail requesting a callback to facilitate the rescheduling of the pickup.
  
  In recognition of the inconvenience caused, PODS waived the additional monthly rental charge on July 2nd and extended the pickup deadline until August 1st before incurring a new renewal fee.
  
  While we understand that circumstances may have arisen causing a delay in ******************' response to reschedule the pickup until November 2023, we have made multiple attempts to communicate with her via email messages, urging her to reach out to us to work on a solution.
  
  We remain committed to resolving this matter amicably and encourage ****************** to respond to the email messages we've sent so that we can collaborate on finding a suitable resolution.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:04/10/2024

  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.

  PODS - *******, ******* ****** I am disheartened to express my profound disappointment regarding the lack of progress in addressing my recent damage claim. As conveyed previously, on August 28, 2023 and February 3 2024 4 of my possessions were significantly damaged while in the custody of PODS. I wish to underscore the severity of the situation: it is unmistakably evident that the damage to the *** was directly caused by a PODS driver who carelessly pierced the container with a forklift during pickup. This egregious oversight occurred not once, but twice, raising serious concerns about the standard operating procedures within your organization. I am left to ****** how many other customers have endured similar mishaps at the hands of PODS personnel. Regrettably, I perceive a lack of seriousness and accountability on the part of PODS in addressing this matter. Despite unequivocal evidence implicating your driver's negligence, it appears that PODS is reluctant to assume responsibility and provide a satisfactory resolution to my claim. There have been no attempts to contact me over the past couple of months. Since August 2023, I've reached out to customer service via phone more than 10 times, enduring over 3 hours of waiting each time. Despite this, I was continually transferred between USA and Canada representatives with no resolution in sight.The claims have also be re assign to new agents, i did have a offer and than a new agent took over and the claim had to be restarted.Over $300.00 per month per *** i would expect excellent service and care. Case ******** and still waiting for a case to be setup for the February 3 2024 claim.Emails and pictures to PODS can be provide going back to August 2023 to today

  

  Business Response

  Date: 04/19/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Tiny ******** On 4/19/2024, a ********************** representative reached out to ******************** via email to offer him 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.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21556604
  
  I am rejecting this response because: we're still awaiting additional clarification from Pods regarding the offer. Once we have this information, I will be able to make a informed decision whether or not to accept the offer.
  
   
  Sincerely,
  
  Tiny ********

  

  Business Response

  Date: 05/10/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Tiny ********. On 5/10/2024, a ********************** Advocacy Representative emailed ******************** and provided him with the additional information that he requested. At this time, we are awaiting a response from ******************** in regard to our goodwill settlement.  

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21556604
  
  I am rejecting this response because: we are waiting for additional details/breakdown and why the second visit claim is not included in this settlement (February 3, 2024)

  In my opinion, I strongly believe that the settlement amount offered is inadequate.

  
  Sincerely,
  
  Tiny ********

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21556604
  
  I am rejecting this response because:

  
  I am rejecting this response because: we are waiting for additional details/breakdown and why the second visit claim is not included in this settlement (February 3, 2024)

  In my opinion, I strongly believe that the settlement amount offered is inadequate.

  
  

  
  
  Sincerely,
  
  Tiny ********

  

  Business Response

  Date: 05/30/2024

  I have received your message regarding the PODS Enterprises, LLC customer, Tiny ********. The goodwill settlement offered to ******************** included the three damaged items. On 5/23/2024, ******************** was given a detailed breakdown of the case. Additionally, on 5/30/2024, a PODS representative contacted ******************** via email to provide further follow-up on his case. We are currently waiting for the necessary documentation to process the credit. Once we receive the documentation, the refund will be issued, effectively resolving the matter.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21556604
  
  I am rejecting this response because:

  This was my response to POS (below) yesterday after noticing the closure of the BBB complaint

   

  I am rejecting their offer until I see the specific dollar amount being proposed. While they have mentioned $1500 plus some months of credits, the total amount in dollars has not been provided.

   

  Additionally, there is a second POD that needs to be inspected before I can agree to any offer. I am currently waiting for PODs to confirm when I can access that POD.

   

  I do not want to wait another 9 months

  
  
  Sincerely,
  
  Tiny ********

  

  Business Response

  Date: 06/21/2024

  I am writing in response to the complaint submitted by Mr. ********************* regarding his account with **********************.
  ******************** has an outstanding balance due to ceased payments. As a goodwill gesture, we have credited several monthly rentals to his account. The proposed settlement will be applied to this balance once ******************** returns the signed release.
  Regarding ************************ second container, if he discovers any damages to its contents, we encourage him to reach out to us to open a new claim. Please note that the duration of claims processing can vary from one week to several months, depending on the customer's responsiveness to our communications.
  We have offered a settlement on the current claim and are awaiting ************************ response.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21556604
  
  I am rejecting this response because:

  I am writing to request that this matter remains open, as I have not yet received a document detailing the full dollar amounts and the additional months credited to the account.

   

  Despite my previous requests, I have been advised that the finance team cannot provide detailed billing.

   

  Additionally, should I decide to proceed, I require a full disclosure document that includes all relevant information about the offer to settle.

   

  I have been very patient, and it has now been almost a year

   

  As mentioned in previous emails to PODS, I do not want to go through this again with the second POD.

   

  I will provide POD with a date and time that I will be inspecting the second POD.

   

   

  Thank you for your attention to this matter.

  
  
  Sincerely,
  
  Tiny ********

  

  Business Response

  Date: 07/18/2024

  I am writing in response to the complaint submitted by Mr. ********************* regarding his account with **********************. On June 19, 2024, ******************** was informed that he could directly contact our accounting department to address his billing concerns. Additionally, on the same day, we provided him with an explanation of how we calculated the goodwill settlement amount. To clarify, the goodwill settlement offered includes the replacement cost of the glass table tops and the expenses for reframing the picture. This settlement was proposed to ******************** on April 19, 2024. Currently, we are awaiting your execution of the standard business release to proceed and bring closure to this matter.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 21556604
  
  I am rejecting this response because:

  Hello, I am urgently reaching out regarding the delivery of our POD, which was supposed to be delivered to our new home by December 10, 2024. We have been waiting for over two months without receiving any update on the delivery date. Ive been in contact with ***, who was very helpful initially, but she is no longer responding to emails, and at one point mentioned she had to take personal time off. We are now facing a critical situation. With the holidays approaching, we are left in an empty house with three children, and we will have no choice but to rent an ****** just to have somewhere to stay. This delay is causing significant stress, and we desperately need assistance to get our POD delivered as soon as possible. Please respond urgently with an update. Thank you for your prompt attention to this matter. Pods contact Tia ******** **************** of Executives o | **************
  
  Sincerely,
  
  Tiny ********

  

  Business Response

  Date: 12/31/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Tiny ********. On 12/24/2024, Mr. ******** was advised that as a general policy,PODS typically does not deliver containers to customers with an outstanding balance.  We are working with Mr. ******** on an alternative option so that he can retrieve his contents from the container. We will continue to work with Mr. ******** until the review is complete and will provide details and appropriate resolution accordingly. 

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 21556604
  
  
  I am rejecting this response for the following reasons:

  
  As mentioned in my previous emails, I have been waiting for weeks for a response from PODS.

  They were checking with management to see if they could make a one-time exception and deliver the pod, allowing us to unload it at the new house.

  Since December 10, we have been in an empty house, awaiting replies and numerous emails have been sent over the last few months.
  

  Accessing the pod on-site will not provide sufficient time for us to carefully inspect each item for potential damage caused by PODS, as we experienced with our previous pod.

  The forklift driver pierced the side of the pod not once, but twice, resulting in significant damage to our items.
  

  We are requesting that the pod be delivered to our new home, if at all possible.

  The delays in responses and in resolving the damage from the other pod have led to unnecessary additional costs for this current pod. I am now waiting for a response from PODS and cannot afford to continue waiting for months in an empty house while incurring further monthly charges.

  Sincerely,

  
  Tiny ********

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 21556604
  
  I am rejecting this response because:

  Dear Tia
  
  I am writing to urgently bring to your attention a serious matter regarding the delivery of my storage container on April 23, 2025, which has resulted in significant property damage, contamination of my home, and a serious health and safety concern.
  
  Please find attached a formal complaint letter outlining the full details of the situation, the history of prior issues I have experienced with PODS, and the immediate actions I am requesting.
  
  The presence of an active pest infestation in my home now poses not only an ongoing risk to my property but also a direct threat to the health and safety of my household. Immediate on-site action is necessary to prevent further damage, control the infestation, and protect living conditions.
  
  As stated in the attached letter, I expect a written response and proposed action plan no later than Wednesday, April 30, 2025.
  
  Please confirm receipt of this email and the attached complaint letter as soon as possible.
  
  Sincerely,
  
  Tiny ********

  

  Business Response

  Date: 05/07/2025

  ************* container was stored at our ****************************************, where we take preventive measures very seriously. PODS maintains a contract with a professional pest control service that regularly inspects and services the facility. To date, there have been no reports or documented history of insect infestations, such as moths or larvae, at this location. Additionally, we have not received similar complaints from other customers with containers stored at this facility.
  Based on industry experience, infestations are most commonly introduced through the contents stored inside the containers. Items like rugs, upholstered furniture, food products, or outdoor equipment can unintentionally introduce pests.
  Our records show that Mr. ******** accessed his container on multiple occasions over the course of his rental. At no point during those visits were any concerns or issues reported. This may suggest that the source of the infestation was introduced during one of those visits.
  At this time, and based on the limited information available, we are unable to approve his claim. However, if Mr. ******** has additional documentation, such as photographs, we encourage him to share them for further review.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 21556604
  
  I am rejecting this response because:

  Thank you for forwarding PODS response. I have reviewed their reply and find it factually inaccurate and wholly unsatisfactory.
  PODS claim that I accessed the container on multiple occasions is incorrect. I accessed the container only once, over two years ago, while it was stored at PODS *********** facility. That access was solely to inspect the container following a separate incident in which another PODS container I had in storage was struck multiple times by a forklift, causing damage to the contents. Because the container at issue contained high-value items, including a $40,000 ******** ********* dining table and upholstered chairs, I wanted to ensure it had not suffered similar damage.
  Following that one-time inspection, the container was moved by PODS to their ********** facility, where it remained sealed, untouched, and entirely under PODS control until it was delivered to my home on April 23,2025.
  Upon delivery and unwrapping the contents, all of which had been in the container for years, I discovered a widespread, active infestation of moths and larvae affecting rugs, upholstered furniture, and other textile items. Since that time, I have observed live moths flying inside my home,confirming that the infestation has spread and now contaminated my residence.
  Contrary to PODS claim that additional documentation is needed, I have already provided 12 photographs and a video clearly showing the infestation and resulting damage. I also spoke with the manager at the ********** facility, who stated he could not assist me unless directed to do so and that I must deal directly with PODS' corporate office in *******. Despite repeated outreach, no meaningful resolution has been offered.
  Furthermore:
  The container has now remained on my driveway for 14 days, blocking one of my vehicles and forcing me to park two others on the street, where permit parking fees apply.
  I have had to hire a licensed pest control service to treat my home for health and safety reasons, a cost I will be seeking full reimbursement for.
  PODS has thus far denied responsibility without investigation,has made inaccurate claims regarding access and documentation, and has failed to act in good faith.
  I am requesting the following actions from PODS:
  Immediate removal or quarantine of the contaminated container
  Dispatch of a PODS representative or claims adjuster to inspect the container and assess damages
  Professional cleaning and salvage assessment of items that can be saved, and itemization of items that must be discarded
  Reimbursement for:
  Pest control services (already scheduled),
  Permit parking costs,
  Damage to personal property
  I respectfully request that the BBB keep this complaint open for continued mediation, as PODS has not provided an adequate or truthful response. I remain open to resolving this matter, but PODS must accept accountability and take immediate corrective action.

• Initial Complaint

  Date:04/09/2024

  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.

  Pods has been. Issue from onset of using them to move the materials that goes to different properties, the major issue as of today is they had sec topick the container up and showed up the day before and the driver told me that if she could not take it that they would charge me for another pickup fee .so they where going to take it back that storage location and self pick up the 30 th of march between 8 am and 3 pm and would send me detail to location in email,I received the email but know location and when I had rented Uhaul and hired two days Labor I went to email and discovered no address was in there and no one would answer any call email or text when called on Monday they sec me for Wednesday same scenario running the truck two guys I go there *** says they dont have it pulled. They dont have an order and its pouring down raining and then he dont have time to go get it to come back the next day the same thing over again the next day same got there now knowing three different times the importance of me getting the items out said it wasnt enough time for him to locate the container and me empty it even after he told me to come back so at this point I call customer service yet again 2 .5 hr latter its told to me that the container would be delivered sat the next day didnt show up after 3 people waited on it and when notified that it was I started trip back from ******* and when back called text email customer Ser and no response Monday calls and return call from sup was informed del would be the 9 th no ch did not show up then called everyone I could find information the site had and was lied to ********************************************************************************************************************************************************************** hotels cant work I would seek legal action he informed me they could deliver on the 15 Th my project due to be done4/14/24 they a Have caused me to be fined money and could loose my position

  

  Business Response

  Date: 04/23/2024

  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 the 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 on its quality customer service and I regret that ************** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

• Initial Complaint

  Date:04/09/2024

  Type:Order 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.

  Last April pods was supposed to deliver my furniture the driver didnt want to do his job and and said the height of my driveway was to low i disputed them and they had me take pictures of my driveway and send it to them at one point they told me they would deliver it all i had to do was schedule the appointment but when i tried to schedule the appointment they told me they wouldnt deliver my furniture unless i paid for them storing it then I get a email today stating that it's the drivers discretion about where they drop the pods off at first it was the height was to low now its the drivers discretion )Drivers discretion was not in the contract i signed) I feel like they have held my belongings hostage for a year and I also feel like a business should not try and steal money from people when they haven't fulfilled their contractual obligations and now they are just giving excuses to try and cover their selves I hope you can help I have personal things my mother left me in the pod now they are threatening to get rid of it

  

  Business Response

  Date: 04/22/2024

  
  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 the 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.

  Customer Answer

  Date: 04/26/2024

   
  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:04/09/2024

  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 company moved my two pods from one storage facility to another storage without my knowledge or consent. This is not what we agreed to in the contract. This unauthorized move creates a higher probability of damaged items. Now Pods is trying to charge me the delivery fee for having moved my pods from one storage facility to another. They are supposed to be paid when the PODS are delivered to my home at the end of the month. They will be paid according to our contract agreement and not a day sooner.

  

  Business Response

  Date: 04/22/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *******************, On April ********* a ********************** representative and Customer reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.  The credit is in process, satisfactorily resolving the issue.