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

  
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  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

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  PODS Moving & Storage

  3705 62nd Ave N Pinellas Park, FL 33781-6001

  
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  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  
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  PODS Moving & Storage

  18450 Showalter Rd Hagerstown, MD 21742

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:03/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged 299 for a warehouse fee on a reoccurring fee, and I did not have it for the month that they charged it. I I asked to have it delivered before the period of being charged, and they told me they Have enough drivers to come at that time that they had to come a week later and I told them that get another charge they told me that I would not get another charge because it was their issue. They did not have any way to deliver it and then after they deliver it, they said they had to leave it in my yard for one week that they could not pick it up at no time was this in a warehouse I also paid three men on 11 September from the pod place, 500 and something dollars to empty the pod just because they could not deliver it when I needed it delivered they tried to charge me a warehouse fee that is not right they said I would not be charged. They took it off my ********** the 299 charge and then they put it back on. I do not like being ripped off $299. I only get $940 from SSI a month. I had already extended every cent that I had they should not have done that to someone on SSI. I am a great grandmother , they should not be ripping off people like me. Thank you for your time. 

  Customer Answer

  Date: 03/06/2024

  I rented a pod from the pods place and I used their warehouse for five months after I was done I had my pod delivered to my yard, and I paid three men to empty it. The pod people continued to charge me 299 for a reoccurring payment, even though I was not using their warehouse, and no matter what I say to them, they will not listen. The pod was in my yard, and I can prove that I paid three of their men with my credit card to empty the pod, before the date it was due they told me this was rectified and they still charged me a reoccurring payment even though I did not have the pod I do not know what to do because they will not work with me and they just say they are right but I can prove that they are not. It is so frustrating.

  

  Business Response

  Date: 03/15/2024

  I am in receipt of your correspondence concerning PODS customer, ***************************. I would like to assure you that we have promptly addressed this issue, and as of March 11, 2024, she has been refunded in full, as a goodwill gesture. The refunded amount should be reflected in her account within the standard 7-10 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.

  Customer Answer

  Date: 03/16/2024

   
  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:03/06/2024

  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.

  To The BBB March 6, 2024 Morning,Triumph ******** ******************* is filing this warranted complaint on *****************************, CEO of PODS Enterprises *** located and based in your state and jurisdiction. Our company as an out of state tenant for a unit in SC had an agreement which *** ********* was well aware of between PODS Enterprises *** and Triumph ******** ******************* for a PODS storage unit etc. The formal written email agreement was between billing supervisor D Noscalo for which all rental payments would be mad eon the 3rd of each month "only" which PODS agreed to do. Our account was debited in Oct of 2023 which was correct on the 3rd. November, December 2023 PODS broke said agreement and failed to debit the account on the 3rd of those months. As stated to PODS our cards account is locked after the 3rd of each month to block any unauthorized debits.*****************************, CEO received all email communications regarding said formal matter, ********* refused and has refused to communicate, told her General Counsel ******* to block our emails regarding said matter. Because of their actions PODS sold our property at an auction on January 9, 2024, which our company as a consumer company lost $15,000 in personal property which PODS and ********* have refused to compensate Triumph ******** ******************* as an out of state tenant. ********* has been served by email and mail our Demand for Payment Letter for said amount which ********* has refused to produce . PODS violated several FTC moving storage laws which ********* as CEO is and was well aware of.********* owes Triumph ******** ******************* immediately $15,000 for our loss of paid property which over $7,000 was paid to PODS as out of state payment for our property which is now gone caused by *********.Please file.Thank you Triumph ******** ******************* Legal Triumph ******** Studios ****** Corporation

  

  Business Response

  Date: 03/11/2024

  PODS provides moving and storage services to customers using portable storage and moving containers. Headquartered in **********, *******, PODS is a privately-owned corporation with storage facilities across the country and in international markets. PODS delivers its empty, secure containers directly to customers. The customer packs the container, and then ********************** either stores the container at one of its storage centers or moves the container to a different location for the customer.
  
  On March 25, 2022, Triumph ******** (Customer) contracted with ********************** for one 16-foot container.  Customer requested delivery of the container on March 29, 2022, therefore each month the rental payment is due on the 29th.  Customers account was initially set up for credit card autopay, so each month when the invoices generate and are due, the credit card on file will attempt to be debited.  Because the credit card on file was declined for payment of the August monthly rent (7/29/23 invoice), the autopay system attempted payment each day thereafter but to no avail (all attempts declined). Once the August monthly rent was paid (on 8/4/23) with a valid credit card, and in response to Customers request, PODS agreed to adjust the autopay system to schedule the monthly payment to process on the 3rd of the month going forward.  Therefore, the next payment for the September rent would be processed on 9/3/23.  PODS did not waive the monthly rental because PODS followed billing and payment protocols and there were no errors made by PODS in this situation.
  
  On September 4, 2023, PODS processed payment of the September rent (8/29 invoice) as it agreed to do (the 3rd was a Sunday, so processing was delayed to Monday, 9/4).  Payment was successful.  For the October rent (9/29 invoice), the courtesy change to the autopay system did not process correctly, and therefore the system attempted to charge the credit card on 9/30, 10/1, and 10/2, but none of those charges went through (Customer was not charged on those dates).  PODS explained the system processing error to Customer and advised Customer that, to accommodate its billing request and avoid the system reverting to normal billing practices, PODS would remove the autopay option on the account and manually charge the credit card on the 3rd of the month.  PODS was not required to implement this billing adjustment, but the Company was trying to accommodate Customer as best we could.
  
  On the 3rd of October, Customers chosen date for payment of the October rent, PODS manually attempted to charge the credit card on file but it was declined.  PODS immediately advised Customer of the problem and requested prompt payment. Customer did not comply.  Therefore, pursuant to standard billing practices, PODS attempted to collect the monthly rent payment via the credit card on file on 10/4 and 10/5, and both times the card was declined. 
  
  On October 11th, Customer alleged that his bank locked the credit card and advised Customer to submit the October rent payment by paper check.  PODS provided all the required information for Customer to submit the payment by check, but no payment was made.  Then, on October 15th, Customer alleged that the bank issued a new credit card and therefore Customer would not be making payment by check; instead, Customer needed to reset its online account information to input new credit card information.  For several days, PODS corresponded with Customer to update the online account information so payment could be made, but ultimately the new credit card was rejected by the Secure Pay system.  As a result, on October 19th, Customer once again claimed it would make the October rent payment by check the following day. No check was sent.
  
  On October 24th, Customer contacted ********************** and advised that it would not be sending the rent payment by check because it obtained another new credit card and updated the online account.  Accordingly, on October 24th Customer finally paid the October rent (9/29 invoice) by credit card.  For the November rent (10/29 invoice), Customer paid it on November 7th (not on the 3rd of the month).  The Customer has not paid any rent to ********************** since November 7, 2023.
  
  Even though PODS has continued to store Customers belongings as contracted, Customer has failed to honor its contractual obligation to pay the monthly rental fee for several months specifically, December 2023, and January, February, and March 2024.  Thus, Customer is in material breach of its contract with PODS.  As a result of Customers breach, PODS has been forced to pursue collections efforts on the account which include advising Customer of its obligations and ********************** legal rights and remedies.  
  
  To that end, on January 11th, PODS emailed a Past Due Notice to Customer advising that the account balance was $478.00 and, if left unpaid, PODS would pursue all rights and legal remedies, including the possibility of repossession of the container, selling Customers belongings at a public sale, and/or filing a lawsuit against Customer to collect the outstanding amount owed to PODS.  
  
  Importantly, as of the date of filing this response, Customers belongings have not yet been auctioned but the contents of the unit are subject to a lien in the amount of $820.  Consistent with applicable law and regulations, on February 27, 2024, PODS served a Notice of Lien to Customer (all 5 addresses on file) ************************* payment by March 22, 2024 and attaching an itemized statement of account.  As the Notice of Lien indicates, if the full amount is not received by March 22nd, all property stored in the unit will be advertised for sale or disposed of as provided by law and will be sold or otherwise disposed of after April 30, 2024.  
  
  PODS does not owe any money to Customer. To the contrary, Customer owes $820 to **********************.  
  

• Initial Complaint

  Date:03/02/2024

  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.

  Called pods for a quote in sept 23, they delievered a pod and charged me for something I didn't order

  

  Business Response

  Date: 03/14/2024

  I am in receipt of your correspondence concerning PODS Enterprises, Inc. customer, ***************************. On March 6, 2024,  a complete review of ********************** account was complete,and it was determined that ******************** was provided the cancellation disclosure when she booked her order. On September 23, 2023, ******************** called in and booked an order for a 7' container to be delivered to her on February 29, 2024.Per the booking call, the representative ******************** spoke with walked her through the booking where she agreed to the terms and provided a method of payment to set up the account. ******************** was advised if she needed to cancel to do so before 4 pm the day before the initial delivery of the empty container to avoid a cancellation fee. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************** may have endured.  PODS Enterprises, LLC prides itself on its quality customer service and I regret that ******************** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

• Initial Complaint

  Date:03/01/2024

  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.

  Over the course of approximately 10 months, for the purpose of relocating from ********** to ********, I rented multiple Pods containers to contain personal items. Of those containers four were (large size) and one was medium. Pod 95740BX, a large container, was rented filled and returned to storage at Pods' Pacoima facility in *******************, as were all of the remaining three large and one medium size Pods. In October ***************************** to have all of the *************** including 95740BX transported from ********** to the Pods yard in **********, ********. Subsequently, all of the Pods, with the exception of 95740BX were scheduled by Pods Moving and Storage for transport and all but 95740BX were assigned departure (from **********) and arrival (in ********) dates. I recognized immediately that 95740BX had did not appear to have left Pacoima ********** and immediately contacted Pods by telephone and internet to inquire as to the location of Pod 95740BX. During each call I was assured that the container had either departed Pacoima ** or was still in storage. At one-point following an inquiry, all record of the container disappeared from the Pods online application which prompted me to call to inquire again as to its location, and I was assured that it had been scheduled for transport to ********. The next morning, I received a call from the scheduler at the Pods yard in Pacoima ********** asking for "a more detailed route" to my home ("in **********, **********" a rural desert community with unpaved roadways) and stating that the Pod was on its way. I explained that I did not live in **********, **********, but in *******, ********.After multiple attempts to locate 95740BX, it was finally delivered and opened. Most of the contents had been destroyed enroute. A claim was filed for the value ($10k+) and denied, stating the contents had "shifted" due to poor packing. No other Pod experienced "poor packing" damage. I have 75+ photos.

  

  Business Response

  Date: 03/12/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************. ********************** LLC. can only respond on how the coverage was presented, therefore any claim disputes or requests for updates would need to be addressed directly through ************  If Customer is disputing the validity of the denial, he would need to contact ************ directly and go through the applicable dispute process. Please have this complaint/request removed from PODS Enterprises LLC. and forwarded to ***********., ************************************************************************** as Customers remaining concerns are based solely on the denial of the claim. Please reference the complaint filed with the West ******* BBB complaint# Complaint #******** on behalf of Customer name 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 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. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved/forwarded appropriately.
  
  

  Customer Answer

  Date: 03/24/2024

   
  Complaint: 21372747
  
  I am rejecting this response because:

  Following the denial of my original claim with Pods, I contacted the company representative multiple times attempting to dispute their conclusions and never once received a response.  I was never provided any opportunity to dispute the denial of my claim, and never directly provided the name or contact information for their insurer.  Even this response from Pods appears to be another attempt to dodge responsibility for their negligence and poor customer service.  It is my contention that if Pods genuinely believed that their company valued customer service and accepted photographically proven culpability, the dispute process would not have been required.  I have reached out by email to their insurer, and will await an unlikely response, or the addition of even more complex attempts to dodge responsibility, but Pods response in not acceptable.

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

  

  Business Response

  Date: 03/28/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************. On 12/16/2023, a PODS representative reached out to **************** via email to communicate that his claim could not be considered. The claim was deemed ineligible due to being categorized as improper and/or not within the scope of coverage for normal shifting. Upon investigation, no physical damage to ******************** unit was observed, and no discernible cause for loss was identified during its time in our care. Our examination did not reveal any external factors contributing to the loss of contents. Rest assured, the matter was carefully reviewed to maintain accuracy.

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21372747
  
  I am rejecting this response because:
  
  Following Pods final findings, I reached out multiple times to their representatives, by email and by phone. I inquired as to the process for disputing their claim that the damage was a result of poor packing. I never received any response from their representative. It is my understanding that Pods has in place a process for dispute resolution and a subsequent process for arbitration. Neither was offered. Additionally I contend that the Pod unit itself was subjected to bouncing enrout to ******** and that the damage to the contents and the damage to the pod floor demonstrate such. I do not accept Pods conclusion by any means. Given the opportunity I will choose to continue this discussion in arbitration.
  

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

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my pod scheduled to be delivered 2/13/2024, movers scheduled 2/14/2024, and to be picked up 2/17/2024. The *** arrived 2/13/2024 damaged, the top was cracked and had water damage on the inside. The driver dropped it off and said he was concerned and that I needed to call and schedule a new one to be delivered. I called and they told me the new one could not be delivered until 2/15/2024. So as my option was either keep a pod that would ruin all of my things or lose money on movers and get the new one. I couldn't reschedule the movers. So my father flew down from NY for $460 to assist me in moving after I already lost $700 for the movers. Then I was charged again for the container. Holding up what I could access for funds. I had called about the problem on 2/14/2024 and was given the claim number's:#******** #******* #******** They woman on the phone told me the total I am being charged now is $2603.82 I originally signed to pay $2,029.90

  

  Business Response

  Date: 03/12/2024

  I am in receipt of your correspondence concerning PODS customer, *****************************.  On March *******, we reached out to ******************** with reference to her concerns.  An attempt was made to discuss the concerns in detail with ******************** to attempt to reach resolution, however she declined.  PODS Enterprises, LLC would be willing to work with ******************** to fully understand, review and attempt to resolve the concerns however we would need to speak with ******************** via phone or email to discuss the specifics.  Should ******************** wish to engage further for resolution, all contact information has been provided to do so. 

• Initial Complaint

  Date:02/28/2024

  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.

  It started out with billing issues. They cannot decipher the difference between how much I should pay a month for a pod versus how much the redelivery fee was when I even sent them their quote. When they delivered the pod, they still charged the wrong amount and I had to go through my bank to get a credit because as usual, they said they issued a credit but did not. Upon unloading my pod, I noticed the bottom of my boxsprings were wet. The pod they delivered had tape on the inside and. outside where it looked like there was some prior damage to the pot. Never did.i think it would leak but it did so I contacted pods and there was a claims person that contacted me. Instead of taking responsibility for pods delivering a pod that was damaged she asked me why did I load a damaged pod prior to that when I first told her about the pod being damaged, I told her that I had to pay movers to load the pod And asked if they would pay the movers to load a new pod that was delivered that was not damaged or was I responsible for that and she stated I was responsible for that. So I was not gonna pay another $500 or more than that to have all of my stuff taken out of one pod and put into another one. I was within a week of getting the pod picked up so I just put a tarp over top of it. Pod does offer contents damage insurance I took insurance on the pot itself. The reason for this is they state on their website that the pot is resistant to falling rain. Upon looking at where the tape was you can tell that the tape got wet on one side theres a big gash on the side which allowed rainwater to seep in the pod in my driveway. The claims person flat out lied to me and told me that pods were not water resistant they were only weather resistant they were not protected from rainwater when it states for a fact on their website that they are protected from falling rain .

  

  Business Response

  Date: 03/01/2024

  RE:      *************************** (CID 166472313)
              Complaint #: 21363096 
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************. According to ********************** records, all order confirmation documents are accessible to ****************** via her online PODS portal, detailing the specific services she has selected to utilize. A thorough examination confirms ********************** engagement with a claims associate, during which it was clarified that PODS policy does not cover expenses related to customer-employed movers, reaffirming the decision to proceed with PODS service. Furthermore, records indicate that ****************** did not opt for additional insurance coverage for her stored belongings, nor did she make any payments towards such coverage through her PODS account. It's verified that PODS branded containers are designed to be weather resistant rather than waterproof. Additionally, PODS records indicate that requests were made on both February 29th, 2024, and March 1st, 2024, for ****************** to provide a receipt for her alleged water-damaged box spring, which she claims occurred during storage. Should ****************** wish to further discuss their billing she is welcome to contact PODS directly at *************, billing is available Monday Saturday 8:00am to 6:00pm EST.
  
  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.

• Initial Complaint

  Date:02/28/2024

  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.

  Customer ID: ********* Order Number: ******* Case Number: ******** On 2/26/2024 and notice a charge from PODs for $869 on my credit card statement. I called them to find out what the charge was regarding. They said insurance for pod from 2022. I told them I got insurance though USAA. How come they did not charge a monthly fee like my monthly storage fee but bill us after 17 months when we were done. She said normally they would charge monthly. I told her I did not want to pay since I already had it insured though USAA and it seems odd for them to charge insurance after the fact. So, they said would put in credit within 48 hours Later that day I got an email saying they could not credit me, and my inquiry was closed. I called back on 2/28/2022 to find out what is going on and they told me they had an agreement verbally on 7/2022 that I wanted insurance. I told her again that I might have I do not remember that a year and half ago, but they did not charge me, and I got insurance though USAA which I paid monthly. She said could not help me and I asked to speak to the supervisor. I got the same thing from the supervisor that nothing they could do issue was closed and no one to escalate the issue. I think this is very odd that they would charge something like insurance after the fact. I was not even aware of any insurance from them and the reason I got it covered from USAA with my other insurances.

  

  Business Response

  Date: 03/04/2024

  I am in receipt of your correspondence concerning PODS customer ***************************. On February 29th, 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.
  
  

• Initial Complaint

  Date:02/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a storage container with PODS before the pandemic. I left ********** in August 2019 after placing my things in a PODS container. I have had my container in auction status at least twice before. Every time Ive had to pay all monies owed and have a zero balance to prevent my belongs from being auctioned. My container was recently in auction status scheduled for Jan 2024. On December 18, 2023 I paid over ******* to PODS to remove my container from auction status. Normally this would bring my balance to zero. I am ready to have my things removed from the container and shipped to me in Georgia. I have been trying for several weeks to get a correct balance on my account. I have been told multiple conflicting stories of why my balance is now $735.27. I spoke with a supervisor on Feb 23 who stated my balance was $629.40. The breakdown was for ******* and February storage fees which I do not dispute. I was then told an additional auction fee of $109.00 was assessed to my account after I paid over $2100 so my account would be taken out of auction status. Now Im told that I owe an addition charges which no one seems to know why. I have been on long hold time calls with PODS everyday this week. I work which trying to resolve this issue and receive accurate information regarding my invoice is stressful. Several customer service representatives have given me different reasons for the additional charge. 1. It is an additional auction fee. 2. It is a balance from September 2023 invoice. 3. It is a balance from November 2023 invoice. 4. It is a balance from September, October, November, and December. I should only have a balance for ******* and February storage fees. The frustration is unbelievable due to conflicting information from several customer service representatives. I have a company coming to remove my property and ship to me in Georgia the first week of March. I need to have this situation resolved. I have had incorrect billing issues with PODS before.

  

  Business Response

  Date: 03/05/2024

  I am in receipt of your correspondence concerning PODS customer, ***************************. In response to ***************** billing concerns, we have conducted a comprehensive review of her account within our *********************** Today, a supervisor from the ********************** addressed **************, explaining that additional fees related to the auction cannot be waived, as outlined in the rental agreement.************** is now fully informed about the precise amount of the overdue balance. During this period, ************** is encouraged to reach out to her dedicated PODS Advocacy representative for any questions or concerns. 
  
  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: 03/06/2024

   
  Complaint: 21362399
  
  I am rejecting this response because: The issue of having the auction fees waived from my account was resolved prior to this complaint being filed. My complaint stemmed from the February 27, 2024 email I received from the PODS Supervisor quoting a $735.27 balance. When I telephoned PODS and spoke with the collection supervisor she confirmed that my balance was $735.27. I spoke with several representatives from PODS over several days and no one could explain the increase from the original $629.40 which did include the auction fee. I accepted the fact that the auction fee was included in my balance. My complaint was why was the balance increased in the email from the collections supervisor.

  It took me several days and countless hours on hold with no resolution. I consistently received poor customer service regarding the email with the $735.27 balance not the auction fee. Which again was never the issue! The issue was always the $735.27 the was quoted in the February 27, 2024 email from the collections supervisory. When I spoke with anyone from PODS that amount was confirmed with no explanation as to why the increase. 
  

  The response to my BBB complaint is more of the same smokescreen of addressing an issue that was not my complaint.

   

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

  

  Business Response

  Date: 03/08/2024

  I am in receipt of your correspondence concerning PODS customer, ***************************, in response to ***************** billing concerns.  On March 6, 2024, ************** reached out to her dedicated PODS Advocacy representative to address any outstanding questions or concerns and on March 7, 2024, ************** successfully settled her past due balance with the ******************* effectively resolving all issues.
  

• Initial Complaint

  Date:02/27/2024

  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.

  My account has been locked by their legal department for over a year. I've tried emails and leaving voicemails to ask why my account has been locked for so long and have them please unlock it. I never hear anything back from them. I call to have them transfer me to ***** from legal and I never get through to anyone. I want to know what is going on with my account and why they have locked it. I haven't been able to log into my account to see what they are doing. I want them to fix the problem.

  

  Business Response

  Date: 03/05/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************************. A review of the issue that gave rise to this complaint is currently underway. ****************** has been assigned a PODS Advocacy Representative and has been contacted to advise of 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: 03/06/2024

   
  Complaint: 21354741
  
  I am rejecting this response because: I have not been contacted by anyone from PODS. I have yet to receive any sort of email or call regarding the matter from PODS. I still cannot login to my account because it says it is locked. I would like this to be resolved as soon as possible. This has been going on for so long and nothing has changed.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/15/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************************.  On3/6/2024, an attempt was made to reach out to ****************** to discuss her concerns, however, the attempt to contact was unsuccessful, and a voicemail was left.  We invite ****************** to contact us to discuss the issue further so that we may provide resolution. All contact information for the PODS Resolution Specialist assigned to the issue has been provided. 

• Initial Complaint

  Date:02/27/2024

  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 moved from DE to **. I had my containter delivered on 2/2/24. I told the driver to place it behind a building on the concrete. Well the damaged the front of my concrete. My understanding was that he would drive the podzilla and place it. The driver acknowledged what he did and told me to file a claim. I called immediately to file the claim, and had to wait over 5 days to even hear from a claims advocate. She asked for pictures and a brief statement of what happened. Then waited 8 more days for the claims advocate to email me back denying the claim because I signed a waiver. I DID NOT SIGN ANY WAIVER. It is not my signature. I emailed her back right away. Over the next week, i called her multiple times and left voicemails. Never heard anything, until 2/26 for her to tell me that they have not changed their decision. PODS Moving & Storage forged my signature on a waiver that I never seen so that they dont have to pay the cost to repair the concrete that their truck driver broke. I have pictures but unfortunately the website will not allow me to because the files are too big.

  

  Business Response

  Date: 03/05/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************. A review of the issue that gave rise to this complaint is currently underway. **************** has been assigned a PODS Advocacy Representative and has been contacted to advise of 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 ****** with a ********************** 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.