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

  601 NW Mercantile Pl Port Saint Lucie, FL 34986-2258

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

• 

  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:03/21/2024

  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.
  
  

• Initial Complaint

  Date:03/20/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was promised a specific rate over the phone and am being charged much more. I filed a dispute with the company which they denied. Then I called back and no supervisor can do any more than their subordinates so why are they managers? I refuse to pay more than I was promised over the phone, as that in itself is considered a verbal contract. I said that and claimed that is why I would not sign the contract in which the supervisor claimed it isnt really a contract. What kind of business is this? They explain that the employee made a mistake (when I asked a dozen times for clarity from the original employee, as I have suffered a brain trauma and my brain needs repetition and clarity and slowness for me to note what is going on) and that it is my responsibility to pay the difference because she messed up. No, it is the employee who dropped the ball and made false promises, and I should not be required to pay significantly more than I was promised. It was supposedly a recorded call, we were disconnected and I was called back. She represents PODS and the amount I was promised should be the amount I pay, not more. This company only benefits themselves, they want more and more money from the customers and are not dishonest and dismissive. That is no business of integrity.

  

  Business Response

  Date: 03/26/2024

  I am in receipt of your correspondence concerning PODS customer *****************************.   On March 21st, 2024, contact to discuss the issue was initiated with ****************************************** order to address her concerns and work on 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.
  
  

  Customer Answer

  Date: 04/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I also was given a call back and rectification personally from someone willing to help make adjustments to my account and provide/confirm the correct charges I was originally quoted. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/20/2024

  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 19 a driver delivered a POD to my neighbor. The driver was driving the wrong way down a one way street. He took the turn too sharp, ran over the my grass, and took a very large the limb right off the 20 year old tree on my property. Driver couldn't care less about damaging the tree and had a "who cares" attitude. I asked the driver if he was going to remove the limb, the driver said yeah. After the driver delivered the container, he came back, and moved the limb from the street, and placed it half on sidewalk & half on my grass and then drove away. I have have since moved it off the sidewalk, because the limb is a hazard to walkers The container number is 234B89. The *** will cite me because of the size of the limb.I have been in touch with a representative ************************* who was very nice and helpful but has not been able to arrive at a resolution. *********************************************** Service Tier II o | ************ e | *************************************

  

  Business Response

  Date: 04/01/2024

  I am in receipt of your correspondence concerning, *************************. A review of the issue that gave rise to this complaint is currently underway. ************** has been assigned a PODS Advocacy Representative and has been contacted to advise of assignment and provide contact information while the review proceeds.  We will continue to work with ************** until the review is complete and will provide details and appropriate resolution accordingly. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************** may have endured.  PODS Enterprises, LLC prides itself 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: 04/03/2024

   
  Complaint: 21460135
  
  I am rejecting this response because the customer rep advised that they will discipline the driver and no compensation for my damage property and in convenience will be offered.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/11/2024

  I am in receipt of your correspondence concerning *************************. On 4/11/2024, a PODS representative and ************** reached an amicable agreement involving a settlement 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.

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PODS customer service agents gave me a quote for a cross country move back in January - knowing I did not yet have an exact address, but had a general metro area I would be moving to. I was told the price would be locked in over the phone & would only substantially change if I moved to the center of the city where permits would be required to drop the container. I told ******* that I liked the price & if I moved to a such an area and the price would be substantially higher that I would just pick my items up at the storage facility with my personal vehicle. In February when I updated my profile with my exact address - which was in an adjacent Zip *********** than 1 mile away - I was lead to believe the original price would be respected by the agent on the phone and was not provided an updated quote. I again stated if it would be a substantially higher price I would pick up my items at the quoted storage facility to the agent in February & that I did not want to be charged a higher price as I couldnt afford it. It is now March, my items have been picked up from my former home in ************** have been charged over 1500 dollars more than the original quote without ever being informed of the higher price by the agent on the phone or by email (only hidden in the PODS online portal, which I wasnt directed to) PODS customer service is denying my appeal for an adjustment back to the original quote based on some boiler plate language about zip codes that was read even though both agents lead me to believe the initial quote would be respected if the move was close by & they know this via recordings they have. PODS states the transit price is based on mileage but this was a cross country move and if that is truly the case I have been charged 1500 dollars (roughly 30% more) for no more than 2 additional miles of nearly 3000 (less than .01% more) so this just makes no logical sense. Just hoping BBB can help me get adjusted back to the original quoted price!

  

  Business Response

  Date: 03/28/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Dan ******. A review of the issue that gave rise to this complaint is currently underway. Mr. Leckie 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. Leckie 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. Leckie may have endured.  PODS Enterprises, LLC prides itself on its quality customer service and we regret that  Mr. Leckie 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.

  

  Business Response

  Date: 04/10/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *******************. ********************** has concluded its review of the pricing variance concerning ******************** order. On January 1, 2023, **************** initiated his move with PODS, during which he was informed that *************** to his order might result in adjusted pricing. Subsequently, **************** received an order confirmation outlining the pricing and scheduling details for his review.

  
  

  When **************** modified his zip code on February 5, 2023, he was provided with another order confirmation to review. On March 4, 2024, ahead of his scheduled delivery date of March 9th, 2024, **************** made further adjustments to his order online through PODS.com. During this process, he had the opportunity to review his payment arrangements and was furnished with an order document detailing the pricing and alterations.

  
  

  While no pricing discrepancies were found by PODS, we have extended a discount in an effort to enhance ******************** experience with our service.

• Initial Complaint

  Date:03/19/2024

  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 ORDER * ******** CUSTOMER * ********** INCIDENT * ********
  
  Order placed with PODS: 3/9/24
  
  Friday 3/15/24 - POD was delivered. Driver would not put in driveway because of low hanging wires. DRIVER STATED HE COULD PUT IT IN THE STREET AND THAT THE TOWNSHIP WOULD GIVE A TEMPORARY PERMIT TO HAVE IT IN THE STREET. Called the township, they would not grant a permit and told me it had to be removed or I could get a ticket. I called and scheduled for removal next day. Through out all the phone calls with PODS Customer Service, I offered to move the wires for placement, but they said it is driver's discretion.
  
  Saturday 3/16/24 - Driver picks up COMPLETELY EMPTY POD THAT I NEVER USED. I ask again if he could put it in the driveway and I move the wires, and he said no. I asked for a full refund from PODS via their customer service call center. They submit ticket for refund, Case Number ********.
  
  Monday 3/18/24 - I get an email from Pods Advocacy Disputes at [email protected], stating that since I signed an agreement, it was my responsibility to ensure the unit could be placed. Therefore, they would not reimburse the two charges to my credit card, one for $298.98, another for $75.92. I called back to customer service and explained that I believe this was their driver's error for telling me I could put it in the street and get approval from my town, and also that I never used it for the 1 month charge of $298.98, and submitted for a re-review.
  
  Tuesday 3/20/24 - Follow up email from [email protected] stated they reviewed again, and stated they will reimburse none of the total $374.90 they charged me because the error was mine, not theirs.
  
  Please see attached document for email correspondence on this matter. Also attached is a screen shot of the completed credit card charges from PODS.
  
  In short, PODS is charging me $374.90 for services they did not provide, did not own up to their own error, and won't accept compromise.

  

  Business Response

  Date: 03/25/2024

  I
  am in receipt of your correspondence concerning PODS Enterprises, LLC customer,
  Philip ******* ***.  On March 21st, 2024, a PODS representative
  and Mr. ******* *** reached an agreement involving the  Customer
  Satisfaction credit requested 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 Mr.
  ******* *** may have endured.  PODS Enterprises, LLC prides itself of its
  quality customer service and I regret that Mr. ******* *** feels he experienced
  anything less. We sincerely apologize for any instance where a customer is not
  completely satisfied with a PODS experience.  When a customer notifies our
  company of a less than satisfactory experience, we endeavor to review the
  processes that gave rise to the customer feedback and take appropriate measures
  to address their comments. 

  Customer Answer

  Date: 03/25/2024

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

  It is my belief that pods corporate values customer satisfaction, and they made good on the refund. I will therefore absolutely be recommending pods corporate in the future.

   That being said, per Google reviews, the local franchise in Lumberton New Jersey seems to have a problem with customer satisfaction. I will not be recommending them. Hopefully it will not continue to tarnish the reputation of the corporation, and hopefully they will be held accountable to higher standards in their future operations.

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

• Initial Complaint

  Date:03/19/2024

  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 paid for a 8 foot x 16 foot container that was to be transported from ****** ** to *********** ******* fully loaded for an home move. I never recieved a container that was 8 x 16 ft. Nor did I receive any service. They dropped a SMALLER container at my house and I immediately called and asked them to provide the box size I ordered. They were unable to provide and set up a date to pick up the container. (I never received what I paid for and had to hire a different mover to move my belongings to my new house.). I want a full refund. They are fraudulently advertising. I want a refund because I did not receive any service I paid for.

  

  Business Response

  Date: 03/28/2024

  Due to unforeseen circumstances, ************** was charged a fee erroneously. I want to assure you that we have promptly addressed this matter, and as of March 21, 2024, he has been refunded in full. 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. Should you have any further inquiries or require additional information, please do not hesitate to contact us.

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter and I were recommended PODs for moving by a friend, I called to schedule *** for delivery on 12/18/23. I received confirmation the *** would be delivered on 12/18/23. After a day off from work waiting for *** delivery, I get a call that evening saying sorry, not today will be dropping it off tomorrow 12/19/23. Waiting again the next day, I hear a truck outside and the driver was in my neighbor's driveway unloading the ***. I told him you got the wrong house its this house and he got upset with me. The "Podzilla" was in need of visible repairs as it had a flat tire. While the driver began unloading the *** he carved a deep rut into the lawn, the machine was straddling and rubbing against the landscaping ties causing damage to them as well. I was told by the driver he would take pictures to send to his manager to notify them. That night I started loading container and 2 days later they then called me to say they can not honor pick up date of 1/10/24 because they don't work Wednesdays, with contents from my house already inside the *** I was basically held "hostage" w/ *** and had to reschedule for 1/9/24, then was told they will have to keep *** overnight at their facility and then delivered to new house on 1/11/24. Now coming the day of *** pick up 1/9/2024; I was expecting a pickup between 8 and 11am the driver showed up late 12:45pm. Even more damage occurred to the property, the driver hit the side of the house/roof, caused more damage to landscaping ties, and dug a deeper rut into the lawn. The incompetence of the driver was determined to be most likely drinking on the job, an airport bottle of liquor was found by the landscaping damage. I then notified PODS again about the even further damage done to the property, nothing was resolved. I would like a full refund for all the hassle and damage done to my property. Pictures attached.

  

  Business Response

  Date: 03/28/2024

  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. On March 28, 2024, ************************** was contacted by assigned a PODS Advocacy Representative with a settlement offer to resolve the matter. At this time, we await ********************************************* response.
  
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************************** may have endured.  PODS Enterprises, LLC prides itself 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: 03/29/2024

   
  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:03/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/18/2024 was date of occurrence with pods. I went into agreement with pods in November of 2023, 285 is the monthly rental price, 192 was the delivery to my address and 2846 was how much it cost to ship from *********** to *********. I had delivery to my address scheduled for Saturday March 16 2024 and had the space cleared of 12 ft. x 15 ft. x 40 ft. per pods email but the truck had issues with getting to space so we had to reschedule delivery to make a different space work. I was charged 192 and 100 dollars since they couldnt deliver it. Called pods customer service three times on the 16 dealing with this issue and got it squared away for redelivered on the 18 of March. The day of delivery got confirmation email stating that it would be delivered between 10-1 on 18, but never came called pods and they said they had a system mess up and it should be the 19th not the 18th. I told them that wouldnt work and this is the second time I hired movers having to pay them 100 dollars both days for not having anything to move. Second time Im trying for delivery and I cant get my stuff. My rental for pods is due on the 19 for 285 dollars which they say I have to pay even though it is there mess up. I cant do redelivery for atleast two weeks as Im going home for a funeral tomorrow. Another reason as the 19 doesnt work. I asked them if they would waive the rent for the month 285 since it was there mess up and to reimburse the delivery fees of 100for taking back on the 16, 192 for delivery on the 16, the 192 for delivery on the 18 and didnt happen, and the 200 to movers they said no they would but in a order for it to be looked at. Highly upset with pods and how this interaction is going.

  

  Business Response

  Date: 03/20/2024

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

• Initial Complaint

  Date:03/18/2024

  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.

  The PODS driver failed to pick up my POD for delivery and had to be sent back by his manager, resulting in my initial delivery timing and reservations being reset by the girl on the phone I spoke with. She did not advise me I needed to reschedule and nothing on the website reflected the need to change anything; I was still getting all the automated messaging as if my shipment would still occur. I found out it would not the night before delivery to my new home and that resulted in spending over a thousand dollars to rebuy clothes and luggage for myself for the next two weeks and a vacation I was going on that was planned well in advance of the move. I filed a claim and PODs closed it saying they looked into it and found nothing wrong. I opened a second claim after a call back and nearly 10 days later have no resolution and my belongings are still three weeks late due to company error. I want my money back, pure and simple.

  

  Business Response

  Date: 03/19/2024

  I am in receipt of your correspondence concerning PODS customer, ***************************.  On March 19th, 2024, contact to discuss the issue was initiated with *************************** to address scheduling concerns and work toward a resolution.   We currently await ********************** response.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *************************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *************************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

• Initial Complaint

  Date:03/18/2024

  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 contracted with PODS to pick up my filled 16 foot long container from *************************************************************** and deliver it to ************************************************************************. The PODS was to be delivered to a storage site, Access Storage Center, 3726 ***************, *******, ** ***** and from there delivered to ************************************** in **********. On March 5, 2024 I scheduled a delivery to ************************************** in ********** for March 18, 2024. I got a conformation email for that order on March 5, 2024, and on March 6 , 2024 I received and email that "After reviewing the request we regret to inform you that we are unable to accommodate a delivery to **********, ** at this time. You are welcome to schedule a container access to unload your contents from our storage center at no additional cost." The storage site is 2 hours from the place where the PODS is to be delivered. I have no way to get the contents of a 6 foot PODS to 493 **************. in ********** (my home) unless I suppose I have a moving company unpack the PODS and move its contents to my home, That would be an additional expense for me, even if I can get a moving company to take on the job. In my original order confirmation with PODS it is clearly stated that the delivery of my PODS unit would be to *************************************************************************. Here is my order information: Order #: ******* Original Order Date: 12/19/2023 Quote #: *********. I want PODS to finish the job they contracted with me to do, or else pay a transport company of my choosing to finish the job. I do not want PODS to charge me any additional fees for storing my personal property at the ******* site. I want my personal property here, at my house, at ************************************************************************, as promised.

  

  Business Response

  Date: 03/26/2024

  I am in receipt of your correspondence concerning PODS customer ****************************  On March 20th, 2024, contact to discuss the issue was initiated with ****************** in order to address her concerns and work on 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
  

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21448977
  
  I am rejecting this response because:

  I still have not received confirmation that PODS will pay the expense i incur above and beyond the $647 I would have paid PODS to deliver my 16 x 8 x 8 foot  container to ************************************** in **********. ******, Customer Advocacy Specialist at **********************, is still working on my case (368244BX). Today, March 27, 2024, she spoke with me by telephone to say that she is working on my case. I sent ****** the proposal she requested from the moving company I contacted to finish the job of transporting my personal property to me. That proposal is for an estimated $1,486.00 - $1,526.00 for Ace Moving and Storage of ******* to unpack the PODS container at the PODS storage facility in *******, put the contents into their van, drive to ************************************** in **********, and unpack my belongings. I have engaged the company to meet me at the storage facility in ******* on April 8, 2024 at 10 a.m.

  ****** has been very nice and I think that she will be able to resolve this problem given a little more time, as she was away from her office for a few days last week. Until the problem has been resolved to my satisfaction, I cannot close the case, but very much hope to be able to do so soon.

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

  

  Business Response

  Date: 04/05/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. On April 3rd, 2024, a PODS representative and ****************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.   We are currently awaiting the return of the documentation to enable the credit and *************, the refund will be completed, satisfactorily resolving the issue.