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

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

  6791 28th Street Cir E Sarasota, FL 34243-4143

  
• 

  PODS Moving & Storage

  15635 Hudson Ave Spring Hill, FL 34610-7606

  

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: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

• 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.

  On March 25, 2024 I was quoted a transportation fee of $1,387. This company has decided without authorization to place a charge of $4,700 dollar onto banking account, not once, but twice. They are stating there is a claim on my account and therefore they are *********** take all of the money. They have proceeded with this 2x. I tried to call and speak to someone that evening regarding the incident. The money was placed back and I was charged the agreed upon amount of $1,387 which I then authorized. As of this morning they have successfully withdrawn an additional $3,347 dollars again without authorization. I have been lied to numerous times and they are pulling out amounts at random whenever they please. This company is essentially robbing me.

  

  Business Response

  Date: 03/29/2024

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, MS. ******************************  March 29th,2024 a PODS representative advised the customer that the accounting team had completed the adjustment/refund requested, and the account shows corrected amounts satisfactorily resolving the issue.

• Initial Complaint

  Date:03/25/2024

  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.

  TO BBB: My complaint is simple. I signed up for a 3 month rental with a discount code. I mentioned on a recorded line that I might not need the service for 3 months and would like a discount code for 1 or 2 months service. I only used the service for a month and was denied any and all discounts. I rented TWO of their large containers and would never used their service if a discount code price break was not applied. I was sent an email that denied any discount. If this is how PODS runs a business I will forward this complaint to the **** Attorney General ************************* as they violated their business fiduciary responsibilities.

  

  Business Response

  Date: 03/29/2024

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

• Initial Complaint

  Date:03/25/2024

  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 filed a claim because our TV was damaged in the shipping and it was denied for inappropriate packing. They claim you have to pack a TV in its original packaging which is insane. No one keeps a box for a year just in case they move. We properly packed the tv and same for our other tv that didnt get damaged. I am owed payment for this TV now.

  

  Business Response

  Date: 03/27/2024

  RE:      *************************** (CID 167388330)
              Complaint #: ********
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************. ********************** can only respond on how the coverage was presented, therefore any claim disputes would need to be addressed directly through ************  If ****************** is disputing the validity of the denial she would need to contact ************ directly and go through the applicable dispute process. Please have this complaint removed from PODS Enterprises, LLC and forwarded to ***********., ************************************************************************** as Ms. ******** remaining concerns are based solely on the denial of the claim. Please reference the complaint filed with the West ******* BBB complaint# ******** on behalf of ***************** to ************
  
  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. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21482230
  
  I am rejecting this response because:
  I already attempted to contact them and they said there is no way to appeal the decision. Further the documents I signed as a part of my pod shipment do not indicate any requirements about using original packaging  I request you internally resolve this with the claim company  

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

  

  Business Response

  Date: 04/05/2024

  RE:       *************************** (CID 167388330)
              Complaint #: 21482230
  
  Dear ****************: 
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************. ********************** received a claim concerning damage to personal property stored in the container, ******************, rented. Claiming that PODS caused the damage to personal property while being transported in the unit. We fully investigated and reviewed this matter with personnel from the markets and carriers that provided the services. We found that there was no physical damage to your unit to suggest that something happened to the unit while in our possession and we did not discover any external cause of loss to your contents. We therefore have concluded that the damages to your items was caused by normal shifting and/or improper packing of your contents. Please have ******************, consider the terms of the rental agreement entered into with PODS. The terms of our arrangement provides generally that you assume all risk of loss or damage to your contents however caused. This would include loss or damage from normal shifting and/or improper packing. Should ******************, desire, the rental agreement is viewable by accessing the PODS online account.

• Initial Complaint

  Date:03/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For used parts to move from ******* to ******. IPods for in ****** they did never notify **. They charge ** storage to hold our parts which was $800 and $7. They could not deliver the parts on the days we needed them delivered that's why it went over the 30 days. I should never be charged storage because they can't make the delivery in the time frame I need it.

  

  Business Response

  Date: 04/01/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, ***************************.After conducting a comprehensive review, we have confirmed that the resolution provided aligns with the findings uncovered during the review process. To provide context, on November 28, 2023, ************** utilized her access to her personal PODS website to schedule the redelivery of her container to the new address.However, she inadvertently left the pickup of the empty container unscheduled.On December 12th, 2024, ************** scheduled the pickup of the empty container to occur on 12/15/24. Since this scheduling occurred after the renewal date of the 6th, another rental fee was incurred.
  
  While we acknowledge ***************** concern and regret any inconvenience caused, please be assured that we thoroughly reviewed this matter for accuracy. Unfortunately, we are unable to amend our stance on this specific issue.
  
  Since ************** was provided with information regarding her complaint, we consider this matter resolved.

• Initial Complaint

  Date:03/23/2024

  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 were told by PODS that they would deliver our belongings to ***************. Now they say we have to go pick our belongings up from a pods sight 4 hours away and hire another moving company to bring them to our home. We have talked to several customer service agents and gotten no where. We have paid 1000 a month for almost a year and find out now that they wont bring us our belongings. Horrible company to do business with. Very frustrated. We feel they should pay 4500 cost to reload and deliver to us. Asking them to keep their promise of convenience to pick up at your home and deliver to your home! Please help Track with phone ************ pin 1986

  

  Business Response

  Date: 03/26/2024

  I am in receipt of your correspondence concerning PODS customer, *************************.   On March 25th, 2024, contact to discuss the issue was initiated with *************************.   On March 26th, 2024, our PODS advocate spoke with ************************* about the zip code where delivery is needed which PODS does not service.  We are currently working with ************************* with the hope of being able to reach an amicable resolution in this matter.  
  
  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:03/21/2024

  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.

  From the dates of February 5th, 2024 and March 8th, 2024, I used PODS to move from ********, ** to ******, **. My order number was 4680518.The move was fine, however when I asked the company to retrieve the empty container at the end of the move on March 8th, 2024, one of their drivers refused service due to wet ground. Despite the loaded container being dropped when the ground was very wet without issue, and despite me willing to sign a waiver regarding the ground and vehicle, the driver refused service. The driver assured me that due to him refusing service would stop any billing into the next cycle. Despite his assurance, I was charged $378.07 for another month's of storage. I filed a complaint with the company on March 11th. The complaint case number is ********. On March 12th, I was notified that my complaint was unable to be accommodated. I was notified by *******************************. ********* email is ************************************* I wish to be reimbursed for my months of storage in the amount of $378.07 dollars. The driver refused service and assured me that any fees would be suspended. The driver advised he had cleared it with his supervisor.

  

  Business Response

  Date: 03/29/2024

  I am in receipt of your correspondence concerning PODS customer, *************************. Due to unforeseen circumstances, ************** was charged a monthly rental fee, however, as a goodwill gesture we have refunded this fee as of March 25, 2024. The refunded amount should be reflected in his account within the standard 3-5 business days. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are further inquiries or if additional information is required, please feel free to reach out.
  

• Initial Complaint

  Date:03/21/2024

  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 moving from ** to CA & booked my container on 2/19/24. I completed all forms, including the Spongy Moth and Spotted Lanternfly forms required by CA. I spoke with customer service on 3/9 and 3/15 and confirmed each time there were no outstanding forms for my move. I got an email on 3/15 stating that my address was auto-populating on the Spongy Moth and Spotted Lanternfly forms as a business address. When I booked the container on 2/19, I reiterated that the property houses both residential & business addresses and affirmed that I live in a residential dwelling. I called PODS on 3/15 to confirm this information and the agent; I also confirmed no additional paperwork was required. My container was delivered on 3/16 and picked up on 3/19 without issue. I received my confirmation email and insurance confirmation on 3/19. On 3/20 - after the container was picked up - I received an email stating my shipment was canceled because they were missing my Spongy Moth Form. I spoke with a PODS representative again on 3/20 to attempt to resolve the issue. They told me that the PODS shipment was now delayed until 3/24 and that delivery to the final destination would be delayed until 4/4, 3 days later than my original date of 4/1. I resubmitted the forms. On 3/21 I received another email from the Rapid Expedited Transit team stating they are unable to ship my container without the completed Spongy Moth form. I called again on 3/21. At the representative's direction, I resent the Spongy Moth form today 3/21. They refused to connect me with the logistics team or expedited service team. I have spent hours attempting to resolve this internal issue that PODS is having and PODS is holding my belongings hostage. I have been told to wait an additional ***** business hours so that the form can be reviewed at which point my shipment/delivery dates will be recalculated. I have already scheduled time off work for 4/1 to meet the *** as originally scheduled and booked movers for that day.

  

  Business Response

  Date: 03/27/2024

  
  I am in receipt of your correspondence concerning PODS Enterprises,LLC customer, Ms. **************************** On March 26th, 2023 a PODS representative and Customer reached an amicable agreement as the shipment was expedited to its destination to provide the same date as scheduled for redelivery to the customer, 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 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. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved/forwarded appropriately.