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

  4816 Pods Way Chesapeake, VA 23320

• 

  PODS Moving & Storage

  6718 W. Plank Rd. Peoria, IL 61604

• 

  PODS Moving & Storage

  11891 Amedicus Ln, Unit B Fort Myers, FL 33907

  
• 

  PODS Moving & Storage

  16260 Airport Park Dr STE 115 Fort Myers, FL 33913-9401

  

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:04/08/2024

  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.

  PODS Customer Number: ******************************** Order Number: ******* On March 19th PODS schduled collection. The driver sucessfully collected the pod; however on the way out of our driveway hit our gate, damaging the gate beyond repair. The PODS apologized called the office and shared his mistake. I was told to call PODS and report the incident, which I did that day. I was provided the following information in an email from ***************** Customer Property Damage - 3/19/2024 - ********************* - Case ********. In that email I was asked to provide a quote and photos, which I shared with ***************. I then received an email - 4.8.24 - claiming no responsibility, stating the following "PODS placed the container in an area according to your instructions. Our investigation has established that the damages to the gate cannot be attributed to PODS. Additionally, we have proactively interviewed each driver who performed services at your residence and each evaluation has returned negative. Thorough inspection of the unit, delivery truck, and related equipment, we found no mishandling, and no other cause of loss was identified." I am requesting your assistance, with quick an amicable resolution from PODS before taknig legal action.Ben ************

  

  Business Response

  Date: 04/19/2024

  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. Mr. **** has been assigned a PODS Advocacy Representative and has been contacted to advise of assignment and provide contact information while the review proceeds.  We will continue to work with Mr. **** 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 Mr. **** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mr. **** 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:04/04/2024

  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 March 7, 2024, I signed an agreement with PODS to have a 16 ft storage box delivered to my home in *********, ** on March 14, 2024 and I was quoted $328. This included the delivery of the box to this location and the move of the box to go to **********, ** March 28, 2024. I reiterated this to the *** several times and she assured me the quote was correct. When they set the box, I requested it be placed on the left side of the driveway because I was in an accident & they needed to come pick up the vehicle, driver set it on the RIGHT! I called & they told me no one could come until Sat. So the insurance company was unable to remove the vehicle as scheduled. When PODS called me on March 27th to confirm, they told me it was a REMOVAL! NO, that's not what I requested. So they tell me they cannot get anyone out to me until March 30th to move the box. The icing on the cake is that I had requested that it be removed from my home April 3, as I live within an HOA and this was only to be there until April 3rd! There are NO managers to speak with, when you ask them about it they said they changed their procedure. OF COURSE they did. I am sure I am not the only one to complain about this company who mind you not only charged me the $353.92, there was another $79 charge and another $95.89 charge! Which they have several still pending since every time THEY make a change they update everything INCLUDING the contract you signed initially! How can a company change a contract on their own? Every time I would try to contact someone they tell me to log into my account, why? If they can make these changes. THIS IS THE WORST COMPANY. The one *** told me well you already paid for it and you will again or we won't remove the box! WHAT. I wish I could give you back up that wasn't just complaints wherever I can because they change/update your entire profile when they want to. I want $400 of my money back due to the frustration, lack of communication and POOR customer service!

  

  Business Response

  Date: 04/09/2024

  I am in receipt of your correspondence concerning PODS customer, *********************. As of April 4, 2024, we have successfully addressed all of ******************** concerns to her satisfaction and have provided her with a goodwill refund. Rest assured, we acted promptly to resolve this matter, and as of April 5, 2024, the goodwill refund has been processed for her. The refunded amount is expected to appear in her account within the standard 3-5 business days. We apologize for any inconvenience caused and sincerely appreciate your understanding. Should you have any further inquiries or require additional information, please don't hesitate to contact us.
  

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21531347
  
  I am rejecting this response because:
  
  I was sent an email and never followed back up. They refunded $50 of my money, unfortunately this didnt matter since they put a hold on my funds, my house payment didnt clear so I have fees from that. 
  I never spoke to anyone about this. As I mentioned they sent one email, I responded with everything I sent in my original complaint and have never been followed back up with.

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

  

  Business Response

  Date: 04/17/2024

  I am in receipt of your correspondence concerning PODS customer, *********************.  *************** booked her order online on March 7, 2024 to have an empty 16' container delivered on March 12, 2024. On March 11, 2024, **************** called in and requested to have the initial delivery moved from March 12th to March 21st. On March 21st, she scheduled the container to be moved to her new home on March 23rd.  March 30 2023. On March 22nd, **************** reached out via chat to request the move to her new home be removed. She then logged in online to access her PODS account, and scheduled the pick up of the empty container for March 30th. 
  
  
  On April 3, 2024, **************** then scheduled the pickup of the empty container with a call representative. On April 3, 2024, the storage center was unable to pick up **************** empty container and this was rescheduled for April 4, 2024. Due to this delay, *************** was given a goodwill refund for the delay on April 5, 2024. All other payments **************** was aware of due to being informed when booking the order and accepting the Rental Agreement on March 7, 2024.  Rest assured, we acted promptly to resolve this matter, and as of April 5, 2024, the goodwill refund has been processed for her. The refunded amount is expected to appear in her account within the standard 3-5 business days. We apologize for any inconvenience caused and sincerely appreciate your understanding. Should you have any further inquiries or require additional information, please don't hesitate to contact us.
  

• Initial Complaint

  Date:04/03/2024

  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.

  I have 2 Pods on my drive way, I'm trying to get them picked up, also my credit card on file expired and I owe them money but they refuse to help me unless I provide a 4 digit pin that I have no knowledge about. They refuse to reset the pin, when I try to reset the pin online it says there is more than one email address and not able to help me. So they refuse to support and pick up their pods and allow me to pay them to remainder balance. They said no one in the company can help me unless I come up with this pin code that I have no knowledge about.....

  

  Business Response

  Date: 04/04/2024

  I am in receipt of your correspondence concerning PODS customer, *******************************.   On April 4th, 2024, contact to discuss the issue was initiated with ******************************* in order to address scheduling concerns and work toward a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ******************************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

• Initial Complaint

  Date:04/03/2024

  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.

  I ordered a PODS back in October of 2020 from a hurricane disaster combined with the ******19 Pandemic. I called the 855 number located on the PODS for several months spanning to two years with no answer due the number being inactive. I'm in my 70s and I am led to believe I'm being taken advantage of as an elderly person. I have not received an assured return phone call from the customer service department since I made numerous attempts from October 2022 to April 1, 2024 (most recent).Upon reaching out to the company to have the PODS removed from my property I was not given a cancelation confirmation; however, my account is being debited each month for an excess of $8,000 for 3 years and 6 months. Due to the storm damage to PODS it has become an eye sore and I haven't received a customer service follow up regarding the ********************** since 2020. You would think the company's reputation would afford *********************************, CEO to implement a checks and balance system to monitor the progress and dependability of the PODS quality and goods of services.After years of frustration with the PODS, I found a working number ********** and spoke with a foreign speaking customer service ********* listened to my concerns and billing situation, reviewed my file and at the conclusion of the calll she assured me someone would follow-up with me. After three days of waiting by the phone, nervous about my account being debited once again. No one called. We called PODS on 4/3/2024 once more for a resolution. We were connected to the sales department and transferred to ********************* in ********** location who stated there were no notes regarding my calls nor the most recent call on April 1st. I had to relive the nightmare once again because the system didn't have notes. *********************************** was the supervisor refusing to speak with me after denying me of a refund for the uncanny length of time the empty PODS has been left in my yard.I am requesting a refund option and thus PODS picked up.

  

  Business Response

  Date: 04/16/2024

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer ******************************* , ********************** has finalized the events surrounding the matter raised by ********************. Following the review, we confirmed that no discrepancies have been identified.
  On October 4, 2020, ******************** initiated her order with a PODS representative, thereafter, she received an email containing PODS contact information along with a link to their website. On the website ******************** could have found PODS contact information. As part of our service, it is customary for customers to take the initiative in reaching out to PODS should they require the pickup of the container.
  Regrettably, despite our efforts to extend communication, an attempt to connect with ******************** on October 14, 2021, regarding an outstanding balance was unsuccessful so PODS left a voicemail to all the contact numbers on her account advising of the past due balance.
  In light of the details presented, it is with regret that PODS finds itself unable to accommodate ************************ request for a refund.
  
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. Prichett may have endured.  PODS Enterprises, LLC prides itself of 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.

  Customer Answer

  Date: 04/21/2024

   
  Complaint: 21524822
  
  I am rejecting this response because: Professor S. **************;<**********************>
  To: ***********************************
  Hello *********, 
  Thank you for reaching out to me.  I will follow up with you next week. 
  
  Thanks,
  Ms. Pritchett 
  
  Yahoo Mail: Search, Organize, Conquer
  On Fri, Apr 5, 2024 at 1:53 PM, Pods Advocacy Disputes
  <***********************************> wrote:
  
  Hello *******,
  
  My name is *********, I represent the ****** of Executives here at PODS. Per your BBB complaint. 
  
  I will be your contact and will handle your incident's resolution. This email is to provide you with all of my contact information (below) so that there are no delays in resolving your concerns. Please provide me any of the documentation you have leading up to this date so I may include that in my review. This would include any out of pocket expenses you incurred along with any documentation you may have to substantiate your request. 
  
  I am currently in the process of familiarizing myself with the details of your account. As sometimes these issues can involve unforeseen delays given the amount of follow up by additional parties I will continue to provide you with any updates advising of the progress. 
  
  Should you have any concerns in the interim, please feel free to contact me directly and I will be happy to help. At times, I am not readily accessible by phone so should I miss a phone call from you, please email me directly to request follow up. 
  
  Thank you for your time and I look forward to providing a timely resolution on this. 
  
  Best Regards,
  
  *********
  Customer Advocacy Specialist ****** of the ************* clear="none">PODS Enterprises, LLC.
  Phone: *************|Fax#: *************
  PODS ranked #1 in the Moving Services Category for 2019
  
  WARNING CONFIDENTIALITY NOTICE
  The information contained in this email is privileged and confidential and is intended only for the use of the individual or entity to which it was addressed. If the reader of this message is not the intended recipient, you are hereby notified that you are strictly prohibited from disseminating, distributing, or copying the information contained in this email. If you have received this email in error, please disregard and delete it.
  
  
  --------------- Original Message ---------------
  From: PODS Case Notifications [*************************************]
  Sent: 4/4/2024 2:16 PM
  To: **********************
  Subject: Your case has been assigned and is now in progress.
  
  Customer ID: *********
  Order Number: 2387134
  Case Number: 01361792
  
  Dear *********************************,
  
  Your case has been assigned.
  
  Customer service is our top priority. Below are the steps we will take to resolve your concern as quickly as possible:
  
         Gather Information Your case summarizes the issue that you related to
          us, but we may reach out for additional information, if needed.
         Research Based on all the information gathered in Step 1, we will also
          review any additional documentation and account information that
          affected your overall experience or concern.
        Resolution The review process timeline can vary depending on how
          complicated the review may be as well as the information provided to
          help identify the issue.
  
  Should you have any questions or concerns, please reach out directly to your assigned PODS Advocacy agent or **************** *************) at your earliest convenience if you would like to continue with your reported claim.
  
  Thank you.
  
  Please do not reply. This inbox is not monitored. If you believe you are receiving this message in error, please contact PODS.

  Professor S. **************;<**********************>
  To: Pods Advocacy Disputes <***********************************>
  2 Files2.6MBDownload All
  PDF24kB
  ******* PODS Statement 2.pdf
  Download
  Preview
  PNG3MB
  Scan_20240411.png
  Download
  
  Hello *********,
  
  Thanks for reaching out to assist me with this high important matter. I have attached my payments for the last 3 years and 5 months. I have requested for the removal of the unsightly POD to be removed from my property immediately. I also am requesting a refund for the last 2 years and 3 months because I explicitly told the representative that due to hurricane, I only needed the PODS for one year.
  
  Please find the pictures of the PODS at its present state on my property.
  

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

  

  Business Response

  Date: 04/29/2024

  Per our previous response on April 16, 2024, PODS position remains unchanged. After full review, no error was found. On October 4, 2020, ******************** initiated her order with a PODS representative, thereafter, she received an email containing PODS contact information along with a link to their website. On the website ******************** could have found PODS contact information. As part of our service, it is customary for customers to take the initiative in reaching out to PODS should they require the pickup of the container. Regrettably, despite our efforts to extend communication, an attempt to connect with ******************** on October 14, 2021, regarding an outstanding balance was unsuccessful so PODS left a voicemail to all the contact numbers on her account advising of the past due balance. In light of the details presented, it is with regret that PODS finds itself unable to accommodate ************************ request for a refund.

• Initial Complaint

  Date:04/01/2024

  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.

  PODS was supposed to deliver our container to our address in **** ** on March 14th 2024. We had updated our address 9 days prior to delivery, which is within their 72-hour timeframe stated within their publicly available guidelines. The delivery was attempted to an address that we had not decided to move to and we had notified them of the change 9 days before. We contacted PODS that day and were not happy with the situation and asked what could be done to accommodate us given that the error was 100% on the side of PODS. We spoke with a representative named ***** (supervisor's name is *********) between the hours of 1PM-4PM on March 14th ******* time. The calls are on recorded lines. He stated that PODS would be able to reimburse us for hotel stays and incidentals for the time it was going to take to get our POD to us. They were unsure if it would be two days or five days. He confirmed the dollar amounts of apx $250/night for a hotel would be within their guidelines and he confirmed this with *********. We are now being told there is nothing they will do for us, and they keep closing out our case numbers as they keep saying it was for a pricing dispute, which we did have, as they tried to charge us for their errors in delivery. We were able to get those fixed but are continuing to get the run around when trying to reimburse for the expenses they stated they would cover. We simply want them to honor what was stated on the recorded line to reimburse us for the hotel stay and incidentals during the time frame from the missed delivery on the 14th. The case numbers, in order as they were filed, are ********, ********, and ********. All three have been closed without further contact from PODS. They have stated the ONLY thing they can do is escalate it again, which seems to do nothing. Reps that we have spoken with have been *****, *****, ***** and *****. They do not give last names at all. Please help us in getting resolution. Thank you.

  

  Business Response

  Date: 04/04/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***************************.  On April ********, a ********************** 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 *************, 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 she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  

  Customer Answer

  Date: 04/05/2024

   
  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:03/29/2024

  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 am writing to lodge a formal complaint against PODS Moving & Storage due to their failure to schedule the pickup of my storage units as agreed upon, and their inability to provide a satisfactory resolution to the resulting inconvenience and potential financial loss.On 21 March 2024, I contacted PODS to request an additional unit and to arrange for the pickup of both my POD units on March 28th. This was critical due to the sale of my house, with all items needing to be moved to ***** before the closing date of April 3rd. However, upon following up with PODS on the evening of 28 March 2024, I was informed that the pickup had not been scheduled as promised, and the earliest available date was now April 6ththree days after my house closing.This mismanagement has placed me in a precarious position, risking additional costs and complicating the logistics of my house sale. Despite reaching out to PODS for any potential solution, the response was apologetic but non-committal, offering no practical solution or compensation for the inconvenience and potential financial impact caused by this oversight.As such, I am seeking intervention from the BBB to facilitate a fair resolution to this matter. Ideally, I would appreciate expedited service to meet my original timeline or, failing that, a significant discount or compensation for the additional expenses and inconvenience this situation has caused.I trust that the BBB will help in resolving this matter promptly and fairly. Thank you for your attention to this matter.Sincerely,********************* ************ PODS Order #******* and Customer #*********

  

  Business Response

  Date: 04/08/2024

  I am in receipt of your correspondence concerning PODS customer, *********************. Regrettably, due to unforeseen circumstances, ************ encountered difficulties in scheduling the pickup of his container as originally intended. I want to reassure you that we have swiftly resolved this matter, and as of April 2, 2024, we have successfully collected and stored **************** container. We sincerely apologize for any inconvenience this situation may have caused and express gratitude for your understanding throughout this process. Should you have any further inquiries or require additional information, please do not hesitate to contact us. We are here to assist you in any way possible.
  

• Initial Complaint

  Date:03/29/2024

  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.

  I am currently renting a property in ****************, ** and the tenant used this company to transport their household goods. PODS ended up damaging our driveway with their equipment and are now refusing to pay to fix/replace the driveway.

  

  Business Response

  Date: 04/12/2024

  I am in receipt of your correspondence concerning third-party claimant *************************. On April 4th, 2024, we reached out to ************** to discuss the issue and address his concerns. Despite attempts to connect via phone, as the provided number doesn't support our phone system, follow-up emails were sent to ensure communication and work toward a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that ************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

• Initial Complaint

  Date:03/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are requesting the immediate reimbursement of funds that we paid last year for the move of our *** unit.We had initially planned with PODS to have our unit moved from the ******** Warehouse (********************************************************************) on Jan 3, 2022 to the ******* Warehouse (******************************************************************************). It was meant to arrive Jan 5 or 6, 2023.My brother, ***********************, had arranged for movers to move items out of the *** on Jan 17 and into our home. And I had booked a flight from *** where I live to unpack the items from this move.HOWEVER:Our *** never made it to the ******* facility because the warehouse had been red-flagged by the *************** due to a massive roof collapse. No one was allowed into or out of the facility. No one from PODS contacted us to inform us about this.The only reason we found out about it was because the mover we hired had another job scheduled for Jan 18 2023 at the PODS ******* facility and tipped us off that no one was allowed in or out of the PODS ******* facility to access their stuff.2 days later, on Jan 20, 2023 we saw this news piece confirming the situation.******* called PODS repeatedly to find out where our unit was, since it was no longer in ********.No one at PODS to whom he spoke had any idea what was going on, where our *** unit was, or when this would get resolved. *** personnel attempted to call the ******* facility but no one was answering. The PODS customer agents then instructed ******* to call "Market Manager for the PODS ******* warehouse" named ***** *************). ******* called 6 times over the following week and never received a call back.In the attached invoices you will see that it wasn't until March 5 2023 -- 2 months after our PODS unit went missing -- that our unit is noted to be in the ******* Warehouse (****************************************************************************). All invoices up until that point listed our *** unit as still being in ******** -- which it was not.The misplacement of our pod and lack of communication required us to cancel travel, cancel movers, and delay the closing of our *** rental contract.We incurred a significant cost of airline change fees, lost moving deposits, and extended *** rental fees.PODs Payments (as reflected on our bank account, see invoices attached):Nov 6 2022: $227(Monthly cost for Nov in ********)Dec 30 2022: $227 (Monthly cost for Dec in ********)Dec 31 2022: $30.37 (Pro-rated monthly cost for remainder of Dec in ********)Dec 31 2022 (INVOICE #PODS004220323): $2054.33 (delivery fees from ******** to *******)Feb 6 2023 (INVOICE #: PODS004391969): $341 (Monthly cost in *******, though invoice lists location in ********)Mar 6 2023 (INVOICE #: PODS004574696): $341 (Monthly cost in *******)Apr 6 2023 (INVOICE #: PODS004764226): $341(Monthly cost in *******)May 6 2023 (INVOICE #: PODS004962792): $341(Monthly cost in *******)May 22 2023 (INVOICE #: PODS005083057): $192 (delivery fee to Extra Space in ********)TOTAL unnecessary cost of Pod unit from Feb 6 2023 to May 22 2023: $1,556 Extra Space Storage in ********:May 15 2023: $803.20 Total Cost to move Pod from SD to ********:$4,446.90 We would like to be reimbursed for the $4,446.90 that we had to pay due to the PODS misplacement and gross mishandling of our unit.PODs came back to us with being able to refund only $500. We cannot accept this little amount.

  

  Business Response

  Date: 03/28/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************.   Our **********************  advocate reviewed the claim regarding access to the container at our PODS storage center, which was affected by a weather related incident, and provided a settlement offer to ***********************.   We regret that the offer was not in line with ************************* expectations however, the offer is fair and reasonable based on the review of ************************* claim.   *********************** was provided with the document that would need to be returned in order to process the settlement amount.     The offer remains if *********************** so chooses to accept it.    
    
  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:03/26/2024

  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 tried to schedule my container to be picked up and shipped weeks before I needed it on 3/25. Both times the Filipino based customer service told me to call back and schedule it on the day I actually needed it shipped. I had given them the address and all the information I needed. So I called on the Monday it was picked up, as instructed by your customer service, and was told I couldn't get my belongings for almost two weeks. Completely different than what I had been instructed to do. Then on top that, no one I spoke to could understand the concept of having to run my card again after a fraud alert from my bank. Literally all they had to do was run it again 10 minutes after I got the notice. Since they don't hire people from America no one understood this concept, and I was screamed at refusing to be transferred to a supervisor or someone America-based so we could at least understand each other. Now I have no belongings with my children, one who is special needs, as I was trying to escape a domestic violence situation and no one can even confirm if my pod is being shipped or not. I've tried chat, I've tried calling, I've tried text. They all tell me something different and are rude and condensing. They all adamantly refuse to transfer me to a supervisor. I don't even know if I have any belongings at this point.

  

  Business Response

  Date: 04/01/2024

  After conducting a thorough review, we have confirmed that the resolution provided aligns with the details uncovered during the review process. To provide context, during Ms.****** scheduling call on March 16, 2024, our representative initially scheduled the pickup of Ms. ****** container. However, upon learning the transportation cost, ************** decided to postpone scheduling and did so on March 25, 2024,completing all remaining scheduled legs as planned.
  
  While we understand ***************** concerns and regret any inconvenience caused, please rest assured that we meticulously reviewed this matter for accuracy. Unfortunately, we are unable to revise our position on this specific issue. Since ************** was provided with information regarding her complaint, we consider this matter resolved.
  

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21488368
  
  I am rejecting this response because: This is a blatant lie from the company. I called and chatted multiples times to schedule my move. This includes on multiples different days weeks before my pod was scheduled to be picked up.  Notice PODs did not provide the transcript of either as this would prove my complaint. Their customer service representative told me to call the same day my POD was being picked up and it would be shipped same day. There was never an issue with the cost nor did I ever say their was an issue with the cost. I called to schedule my move and their foreign customer service representative advised me to wait and call later. I followed the instructions as provided. I even asked "So I have to call back on Monday to schedule this?" This happen multiple times. PODs has the worst customer service I have ever had to deal with including just blatantly lying when they know their customer service representative was in the wrong. They also know that they have no US-based customer service and their representatives are nearly impossible to understand in the first place. Furthermore, they never noted that the disclosure that was supposed to be played to me by that customer service representative was never played until after I had no choice but to schedule the shipment on March 25th causing it not to be delivered for two weeks after I arrive at my new home. I was instructed by their customer service representative to do so.  I have two children under 5, one with special needs, and we have no belongings. We are sleeping on the floor with no clothes because of PODs. Notice I never even asked for a refund I asked for my items to be delivered to me in a timely manner and PODs disregarded my request. I am fully taking the position that PODs does not care about their customers in any regard and are further retaliating against me because of my gender and veteran status. This is a warning to everyone: DO NOT USE PODS THEY ARE A SCAM COMPANY. I will be reporting to the consumer finance bureau as PODs is essentially stealing from US citizens and is blatantly discriminatory.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/08/2024

  After conducting a thorough investigation into the matter, we have confirmed that the resolution offered aligns with the findings from our review process. To provide some context, during ****************** scheduling call on March 15, 2024, she declined to schedule transportation and delivery for her container due to the representative not being based in the US. Subsequently, on March 16, 2024, our representative initially arranged for the pickup of ****************** container.However, upon being informed of the transportation cost, ************** opted to postpone scheduling and finalized the remaining legs of the schedule on March 25, 2024, as originally planned.
  
  While we empathize with ****************** concerns and apologize for any inconvenience experienced, please be assured that we conducted a thorough review of this matter to ensure accuracy.Regrettably, we are unable to alter our stance on this particular issue. As ************* has been provided with information pertaining to her complaint, we consider this matter resolved. Should there be any further inquiries or concerns, we remain available to address them accordingly.

  

  Business Response

  Date: 04/08/2024

  After conducting a thorough investigation into the matter, we have confirmed that the resolution offered aligns with the findings from our review process. To provide some context, during ****************** scheduling call on March 15, 2024, she declined to schedule transportation and delivery for her container due to the representative not being based in the US. Subsequently, on March 16, 2024, our representative initially arranged for the pickup of ****************** container.However, upon being informed of the transportation cost, ************** opted to postpone scheduling and finalized the remaining legs of the schedule on March 25, 2024, as originally planned.
  
  While we empathize with ****************** concerns and apologize for any inconvenience experienced, please be assured that we conducted a thorough review of this matter to ensure accuracy.Regrettably, we are unable to alter our stance on this particular issue. As ************* has been provided with information pertaining to her complaint, we consider this matter resolved. Should there be any further inquiries or concerns, we remain available to address them accordingly.

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21488368
  
  I am rejecting this response because: Again, the business is just directly lying. Their representative advised me not to schedule the service during the call, I never made that request. I don't know their policies and procedures. As a customer, I have to rely on the information provided by customer service and that's what I did. That's why the disclosure was only played to me after I had to book my shipment the second time. The representative had no idea what she was doing and knew nothing about their own policies. PODS's choice to only hire foreign customer service that doesn't even understand their own policies adequately depicts how they treat and care about their customers. The only thing correctly pointed out in this response is that I requested to speak to US customer service so I could actually understand what was happening and I was denied every time (including being shouted at). They didn't even gain any more money from me during this whole ordeal, it's the same amount if they would have just provided some remnant of customer service and decency. My only conclusion is that this "Executive team" only exists for a dog and pony show, PODS doesn't care about their customer at all. I know writing this as a response to them doesn't matter because they are just executives sitting in their fancy offices laughing at how they screwed over another customer. However, I do hope it serves as a caution for anyone considering this service. It's not worth it and their are other companies out there that are much better. I will never use this service again and will advise anyone and everyone I know of the deplorable customer service (including blatantly lying about calls that are recorded so could easily be disproved...just so odd. I can't imagine lying directly to a customer that knows you're lying instead of just apologizing for their untrained or ignorant customer service) including everyone I know in the military. I hope they reach bankruptcy soon. Anyone reading this, DO NOT USE THIS SERVICE. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/26/2024

  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 a Pod and were not sure about the delivery address because we hadnt sold our house. We started the order online and couldnt complete it so we had to call and talk to a person to get it ordered. Im guessing now we couldnt complete the order because we were trying to deliver the pod to ******** ** and it didnt allow us to do so. We got a woman on the phone and she completed the order for us and we arent sure how the delivery zip was ******* ** but our intention was to move to ********, ** where our son attends school. This was the entire reason for our move. We are now trying to get delivery of our pod and they are telling us they cant deliver the pod to ******** without charging ** $800.. so we have argued our way to this point. ******** is a half hour away from Newport and 5 minutes closer to the place they are storing our Pod and now its considered a long distance move. They are going to take our pod from ***** point ** to ********** ** and transfer the pod to delivery it to ******** **. I would never recommend this company their grasp on logistics is mind boggling. I cant believe this is a moving company and they can get away with this. So we have decided to have the pod delivered to the address where we moved FROM because the additional charge is minimal. We basically paid pods to take stuff from our house, store it and deliver it back to the same place. Theres no recourse and no one in the ** when you first try to call unless you escalate the call. You are calling off shore. No satisfaction whatsoever. We will have paid them over $2,000 for ONE container, 4 months of storage and to be moved back to where it started from. And the amount of time its taken to try to resolve this they have held our belongings hostage and I have no Easter baskets to put out for the kids. Do not use them they are literally the worst moving and storage company weve ever dealt with!

  

  Business Response

  Date: 04/04/2024

  Following a thorough account review, ********************** identified a price discrepancy in Mr. ***'s order. As a gesture of goodwill, the delivery fee for the PODS container was waived due to the initial setup of the order. This adjustment was applied on March 26, 2024. Although the fee was initially charged to Mr. ***'s card, it was promptly refunded on April 2, 2024.
  
  
  Regarding the delivery delay, a request for an extended delivery was submitted on March 21, 2024. Despite this, Mr. *** was notified on the same day that the request could not be accommodated. Additionally, a price dispute was raised on March 16, 2024, and resolved within the typical timeframe for such cases. It's important to note that during the resolution process, customers are not prevented from scheduling future moves. Based on these circumstances, PODS is unable to fulfill Mr. ***'s request for compensation.

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21487183
  
  I am rejecting this response because:

  My complaint wasnt about money, my complaint was about Pods additional delivery charges..  The Pod has now been delivered to our old address.  As much as we appreciate the delivery being waived Im now stuck with the Pod unloaded at our previous address and I have to move the items myself driving an hour in each direction with my minivan.  Our new town is closer to the Pods storage location but they wanted $800 additional to send the pod to ********** ** from where it was stored in ***********, ** Then transfer the Pod to the ********** facility and then drive the Pod to our home in ******** ** from there, by that Pods facility.  If you look at a map you will see that this logistically makes no sense.  They were charging us $800 to drive the pod by ********, ** to **********, ** to drive it back to ********, **.  Just look at a map. We werent asking for the delivery fee to be waived we didnt want to have to pay the extra amount to have the pod driven to another facility and transferred and driven back..  This wasnt gone over on the phone with our initial contact. We hadnt bought a house yet so we didnt even have a complete delivery address with pods.  Pods isnt only a storage facility they are a MOVING company.  Now we are moving our belongings ourselves because we already moved with a mover.  If I had known we would have had the items delivered before we moved.  Theres so many ways this could have been worked out and waiving the delivery fee and delivering it back to our previous address makes no sense.  
  
  Sincerely,
  
  ***** Why

  

  Business Response

  Date: 04/10/2024

  After thoroughly reviewing Ms. ***'s concerns regarding the handling of her case, we understand her perspective and would like to address each point with care.
  Upon reviewing the recorded calls with Ms. ***'s case manager on March 2nd, 2024, it was clear that options for moving her container were diligently discussed. Ms. *** was informed of the available choices for moving her container during this interaction, and she chose to have it delivered back to its original address.
  During the same call, our agent initiated a request to waive the delivery fee in an effort to alleviate any associated costs. We're pleased to confirm that on March 26th, 2024, Ms. *** was duly notified via voicemail of the approval to waive the delivery fee. This provided Mr. and Mrs. *** with the opportunity to reconsider their move and opt for a long-distance delivery to their destination, given the refund that was provided.
  The refund for the delivery not only covered the cost of the change but also included an additional amount, underscoring our dedication to customer satisfaction. Moreover, the agent ensured that the refund was promptly credited to Ms. ***'s account on March 26th, 2024, to assist with their move. It's important to note that the credit for the delivery fee was applied to Mrs. ***'s account on the same date, as communicated.
  Regarding Ms. ***'s request to waive past rental fees based on not needing to use PODS services, it's important to clarify that this request was denied. This decision was made after Ms. *** advised her new Case Manager on April 10th, 2024, that she needed to store her contents until they had their destination address. Additionally, on March 16th, 2024, PODS was contacted by Mr. and Mrs. *** to schedule the delivery to their destination, with the billing date set for the 22nd of each month.
  Overall, Mr. and Mrs. *** chose to book the order needing moving with storage, which influenced our decision regarding compensation and past rental fees. Based on the information provided, PODS maintains its stance on the matter, and we remain committed to addressing our customers' concerns to the best of our abilities.
  
  

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21487183
  
  I am rejecting this response because:
  
  this is my email from pods..
  

  I show in the system the delivery fee was added as a credit on the account to waive the fee, this was processed on 3/26-24. The credit went to the delivery fee on 4/2. I think it may have been taken out of the card on file, if not please send in your bank statement from the date the fee was removed to the present date. Your account # can be redacted for privacy. Please keep in mind it takes up to 5 business days for credits to be returned to the card on file from 4/2. Regarding compensation for a delay, the delivery fee was provided to help with the pricing and scheduling issues. Your contents were not held hostage as setting up the cases for review does not keep you from scheduling your move.

  
  In addition, on 3/21 a request was put in for an extended delivery request, and on 3/21 you were sent an email advising you of the request being denied. On 3/16 the price dispute was filed and completed on 3/26. This is the average time for a case to be reviewed and completed. Due to this, PODS wouldn't compensate for the delay. To recap, if you still have an issue please submit your bank statement to look further into this

  **** so the extended delivery request was us asking for Pods to not charge us $1,000 to deliver our pod to ********.   They had to get approval from the ********** location to deliver our pod to ********.   That was the denied request as stated in her email..  We scheduled the delivery of the pod to our previous address because we didnt have an extra $1,000.  At that time the representative stated that he would see if he could get us a credit.    AT NO POINT were we told we could use the credit towards delivering the pod to ***************  we just went down that road and Pods answer was no.  (As stated above) So today ********* tells me I could have used the credit towards delivering the Pod to ********.  Infuriating honestly!  I dont think they understand that we are customers and we dont know the inner workings of Pods.  As stated in Pods response the credit was issued 3/26 and delivery of our Pod wasnt till 4/2.   At no point did we receive a call telling us we could use this credit towards moving the Pod to our new home!!! I was then informed by ********* that she would never tell me how to spend my money!  This makes no sense when in reality, we were issued the credit at the time we finally gave up, trying to have the *** delivered to ******** and told them just to deliver it back to our address where it originated from. So the chain of events was as follows: we wanted the pod delivered to *************** and were told that it would be an additional thousand dollars. We were not told of the thousand dollar charge. We argued this charge and were told sorry this is what we charge.  We went back-and-forth with reps who continued to say the same thing. Next, we escalated the issue to the Better Business Bureau and at the same time a rep at pods told us that they were still working on trying to help us and to not make any decisions about taking delivery of the ***. We were finally told That we had no recourse. Not wanting to pay the extra thousand dollars to have our belongings delivered to where we moved As agreed to we gave up and told the company to deliver our belongings back to the original location. We were then issued a credit. Then we were told today that this credit couldve been used to have the pod delivered to the ******** address, effectively blaming us for not using the credit that was given after the pod was already delivered back to our house and at no time were given any other option that did not involve us digging into our pocket for a thousand dollars! So, they issued us a credit, but our belongings are in the wrong location and we have paid thousands of dollars for pods to store or things only to bring them back to the original location instead of where they were intended to go, giving us the runaround the entire time and blaming us that we couldve used a credit which they never issued to us until after we received the ******** to the original location!!! at this point, we are tasked with repacking our belongings with a different company and moving them to the intended location at an additional cost that is going to be well over the $500 credit that they issued to us! To say that we are unhappy and taken advantage of is a profound understatement . **************** representatives have been floridly, unhelpful, antagonizing, and putting the blame on us. All right come on come on. **** roll come on **** roll who are you barking at? Who are you barking at anyway you were barking at somebody wolf roof roof roof See for yourself make sense send it Honestly, Pods response is all about trying to look better and not looking out for their customers !  I hope you as potential customers can understand this and think about it..  Very disappointing!  Im done with this and we stand by everything weve said   Buyer beware!!

  
  Sincerely,
  
  ***** Why