Complaints

This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  1209 W Market St Smithfield, NC 27577-3338

• 

  Pods

  4816 Pods Way Chesapeake, VA 23320

• 

  PODS

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODS Moving & Storage

  6718 W. Plank Rd. Peoria, IL 61604

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:02/26/2024

  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 a PODS storage unit on my property storing personal items under agreement *********. I went to schedule a pick-up for the last date of my billing cycle but there was no availability. I chose the next availability, which was 5 days into the next month but PODS wants to charge me for the entire final month. It's awfully convenient to be able to charge me for an empty storage container at my property because PODS has no availability to pick it up. I called on the day prior to my pick-up to have them prorate my final month and pay the final bill and was told that because the pick up is 2 days past the grace ******* I have to pay for the entire final month - even though there was no availability for me to select a date prior to that. I told them that if they were going to charge me for the month, then why would I have them come pick it up early. She said she could reschedule it for the last day of my last month but I want no proof that it took all month for me to be out of the container. I have been out of my container and shouldn't have to pay for the final month because PODS wasn't available. I called back again and was told by the rep that there are two potential options for final month proration - if the PODS is picked up within 3 days of the billing cycle, there is a 3-day grace ****** for a full refund or if the PODS is picked up within 10 days, there is a half-month refund. However, for some reason, my account notes no proration allowed. This is absurd. It's convenient to be able to charge me for an empty storage container at my property because PODS has no availability to pick it up within the grace ****** for a full refund and then deny the half month proration of the final month ... and as long as the PODS stays on my property empty, it will continue to charge me monthly - and the only way they will pick it up is if I pay for a full final month! I will never use PODS again and blast this all over social if this is not remedied. I have to argue over $233!

  

  Business Response

  Date: 02/27/2024

  I am in receipt of your correspondence concerning PODS customer, *****************************.  On February 27th, 2024, contact to discuss the issue was initiated with ***************************** to address scheduling & billing concerns.  We look forward to working with ***************************** with the hope of reaching an amicable 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:02/26/2024

  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.

  This letter is to present the facts that took place since February 3rd, 2024. CASE# ******** Initial *** service was from February Fifth, 2024, to March Fifth, 2024. *** was picked up. On the 3rd of February I spoke with ****, a representative at *** (**** gave me this number to contact him directly **************) to set up a moving *** for our upcoming move to ******** from AZ. On this date **** set our account up and I asked for specific cost and dates on which the charges would be charged before I gave a card number. I then gave the card number of the card for the initial charge of $507 to be charged to begin the service. He specifically told me on the fifth $507.00 would be charged. Then on the seventh $81.00 would be charged. On the eighth the transportation fee of $2680.59 will be charged. Which is when I asked if I could use another card for that charge. He said yes so, I had planned to change the card before that charge. Then there would be a final charge of $161.00. Total fees $3429.59 (Just to set up the *** I spoke to three different people.) The pod was dropped at ********************* on the fifth, but the status of the *** location was not placed at the residence till I was speaking with another agent on the seventh. From a customer standpoint was concerned that this company would not be tracking the movements of the *** on a regular basis. Would the pod not get tracked to our destination moving forward? So, they sorted that out and finally got the pod location updated. I got a call on the sixth asking for payment for transportation. I was taking off guard since the payment schedule was not aligning with what I was told. At this point, the initial card was charged for $507.00 which is what I had intended. The agent I spoke with said that if I wanted to use a different card for the transportation fee then I need to update that online. He said it needs to be updated by the end of the day he could not take the payment. I went in and updated that payment when I got off the phone with the agent for the transportation fee. Then I was going to change the payment method back to the original payment for the balance of the transactions. I then called to change the pickup date so that I could have the pod longer to pack it. I called and spoke with a lady not sure who another agent. (One of the issues during this process was the lack of being able to discuss with one agent through the process. This would have eliminated issues coming to me in the not-so-distant future.) I called in to reschedule the pick-up and drop off date. I asked if I changed the pick-up date. Can the pod be dropped by the 16th if the pod was picked-up on the ninth. The agent ensured that would not be a problem. After that the agent wanted to ask me to set up a pick-up date after the pod was dropped in ******. I just want to confirm with her that I have paid for the pod till the 5th of March, correct? She said yes but wanted to see if we could schedule pick up. I did not appreciate this commentary. I called the change my pick-up and drop off date not to predetermine the time in which I may or may not want this unit picked up. The next day I noticed that the charges for the first charge of $507 was now on the new card I just added along with transportation charge which now put my card over the limit. I called in to correct this action and lucky I did because the address for delivery was incorrect when verifying the drop off location. It was saved from a previous quote. Then I got the news that the lady I spoke with stated the pod would be delivered on the 16th, that was not accurate information. This agent said that the pod is scheduled for delivery on the 17th and that she was sorry for the misinformation, but we can expedite the shipping to get it to you on the 16th. But that was also another lie of the *** team, this could not be done or was not done. Now I lost a day of unloading due to inaccurate information on the *** teams fault. Along with that I now have a charge on a card I did not authorize to be on that card. Which in turn has now put my card over its limit which will now cost me money due to the *** teams incorrect action. At this point from a customer standpoint this is frustrating. I was upset so I wanted resolution only the *** team does not have customer service line to contact you just have to call and hope that someone is capable and willing to help. I wanted the charge for the $507 removed from billing due to lack of customer service, being lied to and for charging the wrong card. I also called to up my insurance on the *** and the agent could not do that after delivery. I would think that during the time of setting up of the account this would be something the agent should discuss. If you do not add more coverage now, then you can not at time of the pod being dropped. On the 13th of February I tried to contact an agent to get resolution on this matter. I called one lady named ***, she would not give me a badge or id number to track the record. I called her at 4:50pm and explained the situation. I informed her that I was upset and wanted to speak with a manager I had made a statement about the issues and then she hung up on me. I called back and spoke with ****** at 5:00pm. I asked for a badge or ID she did not provide. I tried to tell her that story as well and told her I was upset. She also hung up on me. I called back a third time. ***** answered he gave me his name and his badge number 8491. I told him right of I got hung up on twice now and I was upset. He let me speak and understood the situation and proceeded to submit documentation to see if we could get a resolution. Case # ******** I thanked him for his help which was all I was seeking. He apologized for the issues that I have encountered, and this is not what this company stands for. I was seeking to have the charge that was made to the incorrect card removed from all my billing. $505.97 I got a confirmation email that this case was submitted for review on February 13th. I got an email stating that the *** team did not do anything wrong so they could not approve my request. I tried to call my advocate but got an email stating that there was another review of the case and again the request could not be approved. I was asked in the email to call if I had any questions or concerns. I left one final message that stated I wanted my side of the story told and not just a one-sided case. I stated that I would be submitting this summary of the issues and that I will be contacting BBB and leaving a review on the site and anywhere else I can let my voice be heard to let people know about the terrible experience we have had with this Company.

  

  Business Response

  Date: 02/28/2024

  I am in receipt of your correspondence concerning PODS customer, ********************* .   On February 27th, 2024, our PODS advocate spoke with ********************* in order to address all concerns and work toward a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that ********************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ********************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

• Initial Complaint

  Date:02/22/2024

  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 ordered a pod for our move from Williamson County ** moving North to Dublin ** (less than 200 mi)After we loaded the Pod and had it picked up, my husband was curious if the Pod stayed South or was stored up North. I called to inquire and thats when I found out it was stored near ***** and the woman stated they were local only. I asked what was going to happen, she said she wrote notes, to have it delivered up ************ forward, trying to get POD delivered, the automated system would not acknowledge my request, finally get a live person on the phone, I was told my delivery was nNOT approved.

  

  Business Response

  Date: 02/22/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************.  On February 22nd, 2024,  our PODS advocate spoke with *********************** regarding the move as *********************** is no longer moving to the destination zip code that was entered when the order was booked on line on November 2nd, 2023.   *********************** was advised that the new zip code was not in PODS service area.  We are continuing to review all of ****************** concerns regarding the account to ensure all issues are fully addressed.  
   
  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: 03/07/2024

   
  Complaint: 21330104
  
  I am rejecting this response because:

  That wasnt much of a response!

  What she didnt say was I called in December, my husband was curious if the Pod headed up here, that is when I found they didnt come this far, but was assured they would have to since they had my stuff and I had been paying since January when they denied my delivery.  

  *** promised me a solution.  Itll cost $1500 to have movers move the contents or 500 for my husband and I to run down and get it 

  
  

  I havent heard another word 

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

  

  Business Response

  Date: 03/12/2024

  On February 24th, 2024, *********************** was notified the review found that our PODS agent did not state we would service **********.   PODS did not receive any further response from ***********************.   On March, 11th, 2024, upon notification of ****************** response to the Better Business Bureau, our PODS advocate spoke with *********************** who claimed not to have received the written notification of the review findings/denial of the claim.  Our PODS advocate reiterated the findings of the review.  We apologize that we will not be able to service ****************** new destination as it is different from the one the order was booked and is out of our local service area.    As a gesture of goodwill, we have presented a resolution offer in regard to the monthly rental in the hope that the matter may be able to be resolved amicably. 

• Initial Complaint

  Date:02/21/2024

  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.

  I called on Thursday, February 15 to schedule the local service delivery to my new address. I did not have the address to my apartment at the time but gave a couple of options and told them I was moving to that area in Brooklyn, **. I was told that the delivery would leave Portland on February 20 and the earliest the city movers could move it from the storage facility in ******** would be March 4. I asked if I could schedule it for then and provide the address later because I didn't have a signed lease yet and was told that I absolutely could. I therefore scheduled it for March 4. On Feb 21, I called to give the address of the delivery - in Brooklyn as mentioned in my last call. I was told this time that they didn't have a record of the March 4th date in the system or record of my conversation. I was told that the earliest delivery date would be March 7th. This is unacceptable customer service and is causing me hardship because I was going to leave on a trip and have someone stay at my place to take care of my pet and now can no longer do so without any furniture for that person. I am requesting delivery on the date promised. I would alternatively take a waiver of the city service fee.

  

  Business Response

  Date: 02/28/2024

  I  am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *****************. Upon thorough review, we confirmed that the resolution provided aligns with the details uncovered during the review process. To provide context, during ****************** scheduling order booking call on February 15, 2024, ************** asked us about delivery to her home in Brooklyn, **. When the Pods call representative asked ************** if she wanted to schedule the delivery to her new home, ************** stated that she only wanted to schedule the transportation of her container cross country as she did not have a destination address at that time and would call back once she did. The call representative had also let ************** know when her container would arrive in the *****************, however, until ************** had a destination address we were not able to schedule the delivery and she would need to call back as we cannot reserve a date without the address. ************** stated to the Pods representative that she understood this and would call back at a later date.
  
  While we understand the nature of ****************** concern and regret any inconvenience caused, we want to assure you that we thoroughly reviewed this matter to ensure accuracy. Unfortunately, we are unable to revise our position on this specific issue.
  
  As ************** was given the information of her complaint we consider this matter to be resolved.
  

• Initial Complaint

  Date:02/19/2024

  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 hired PODS to move me from ******* to **************** in January of 2024, The first pod was delivered on time 2/17 and was to be picked up 2/19 and the second pod to be delivered at that time. The second pod was to be picked up on 2/23 and the third pod delivered at the same time and picked up on 2/26. I received an email with a delivery time of 8 and 11. At 11 I called PODS inquiring about the delivery and was told that there was a delay, and it would be delivered later in the day. At 1 I called back and was told that the delivery was rescheduled to 2/23 and that I had been informed via email. The email was sent after 12, no call or text. This is an excessive delay of 4 days, and the third pod will now be delivered 2/26 a delay of 3 days. At this time, I have a 16 pod blocking my driveway, which will be there longer than allowed by my HOA. I may incur a fine due to PODS delivery problem. Also, I am incurring extra expenses due to this delay, I cannot do business because my computer/printer equipment is in the second pod. I must eat out, all my cooking utensils are in the second pod. Not to mention all my other living essentials other are in the second pod. I paid PODS more that 12K to provide a service and their response was to offer $100 refund total for all delays. To add insult to injury, I talked to ***** from **********, and she informed me that she was trying to get in contact with the local supervisor and would get back to me. She informed me that if I needed to contact her again, that I could just use the toll-free number and ask for ***** from ********** and I could be transferred to her. After 2 hours I called and asked to be transferred to ***** and was told that PODS does not have that capability. I asked the person from PODS if I was lied to yes or no. Her response YES! PODS has made no effort to shorten the 4-day delay and has not responded to my customer service request.

  

  Business Response

  Date: 02/20/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************.   On February 20th, 2024, our PODS advocate spoke with *********************** regarding the rescheduled delivery and pick-up dates for the containers.   We look forward to working with *********************** in the hopes of reaching an amicable 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: 03/04/2024

   
  Complaint: 21316496
  
  I am rejecting this response because:

  I do not find this response adequate. The complaint was that PODS did not deliver my goods as scheduled and postponed the delivery 4 days, notifying me of this change via email and an hour after the delivery window closed. When I spoke to the PODS representative, I was told that was the best they could do because of my location and their delivery scheduling. This has cost me out of pocket expenses to replace immediately needed items, printing and faxing of important documents and eating in restaurants due to my kitchen,computer, and other things being held hostage by PODS. When I asked about being compensated for my costs, I was informed that these items were not on the list of things they will reimburse for. The only reimbursement that the PODS representative offered was not to charge the extra months container rental fee that was incurred due to PODS not delivering my containers on time.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/06/2024

  On February 26th, 2024, *********************** was notified that when convenient to forward paid receipts for review so that they could be added to the claim for review.  As of this date, our PODS advocate has not received the receipts or notice from *********************** that no receipts would be forthcoming and to proceed with the claim. 

• Initial Complaint

  Date:02/19/2024

  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.

  I was told when I originally paid and schedule my Pod that the dates I provided would be sufficient and I would have my pods delivered within my schedule. After the pods was delivered to me and I packed everything up and left for my new home I got a text message telling me I needed to schedule the pick up. I thought *********** since I already gave them the dates I needed. I then called Pods and they told me my pod would not be delivered for atleast 8 days! This was currently 10/23 and I was told I would have it by 10/26 when I originally scheduled and paid for the pod. The lady I spoke with told me she was going to transfer me to customer service so they can rectify the situation since it was an issue they have been having that the delivery dates were not being communicated properly. I spoke with a customer service rep and they told me the best they could do right now was the 8 days but they would put me down for a faster delivery and they would open a case. I was also told Pods could reimburse me for any charges I incurred due to the inconvenience but when I tried to get a 100% answer they would reimburse me she could not tell me that. I have since spoke with about 30 different representatives and I have had 0 resolve. On top of that the last time I spoke with Pods they changed my email address without my consent so I could not access my account. NEVER USE **********************!!! I will shout this until I cant anymore. This was the worst and most disgusting customer service experience I have ever had and Im appalled at how they handle this and have yet to get back to me. I just got the run around every single time I talked to someone on the phone. Not one person could give me a direct answer and not one person helped me when I moved to a new state and had no belongings for 8 days. What a disgrace of a customer service.

  

  Business Response

  Date: 02/22/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*****************************. A review of the issue that gave rise to this complaint was completed.  On 2/22/2024, a PODS representative contacted  **************** and provided a resolution to her claim involving a Customer Satisfaction credit, 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:02/17/2024

  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 entered into a contract with PODs to move my household goods from ******* to *********. The person I spoke to stated they didnt have an exact date for delivery. I told him it was fine because I wasnt in a rush. He stated someone would reach out to me when it reached its destination. Because I am busy traveling from work I was not keeping track that I hadnt heard anything but would periodically check my email but nothing was sent until January 29, 2024 when the credit card on file declined I asked where my items were and why were they charging me only to find out that my things had been in ********* since August 2023 but no one thought it necessary to call me to let me know and schedule delivery. They began charging my credit card $)332.09 each month since its arrival. I submitted a dispute and was told it wasnt their policy to let clients know when the pod has arrived. I feel this is a scam to get money out of busy people and rack up charges. I want the full refund of all of the monthly storage charges from August to Present. I have had my things delivered but want to be compensated for what they took thanks

  

  Business Response

  Date: 02/22/2024

  We are in receipt of your correspondence concerning PODS customer, *********************************. After thoroughly reviewing *********************************** account, we carefully examined her interactions with our team. Specifically, we focused on the calls made on July 25th, 2023, when Ms. ********* booked the PODS container. Our investigation revealed that our agent informed her during that call that the container would reach the destination by August 17th, 2023.
  
  Moreover, on the same call, our agent presented Ms. ********* with the option to schedule the delivery to the destination. However, ********************** declined at that time,expressing that she wasn't ready to set the move schedule. Our records affirm that our team adhered to the agreed-upon timeline and offered ********************** the opportunity to schedule the delivery, which she declined due to not being prepared to arrange the redelivery.
  
  We highly value ********************************** business and feedback. To address this situation and prevent similar occurrences, we are committed to implementing corrective actions. Your understanding is greatly appreciated, and we eagerly anticipate the chance to rebuild *********************************** confidence in our services.

  Customer Answer

  Date: 02/25/2024

   
  Complaint: ********
  
  I am rejecting this response because: though I told them I was in no hurry for the delivery and that they provided an estimated time and I would hear from them once it arrived to schedule a delivery date. That call to let me know if was here was never made to me so I could make the decision.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/28/2024

  We are in receipt of your correspondence concerning PODS customer, *********************************. Per our previous response on February 26,2024, a complete review of Ms. ***** account was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again. However, PODS Enterprises, LLCs position remains unchanged.  To confirm, ********************** was advised that the date for the container to arrive at the destination should be by August 17th, 2023. Upon thorough examination, we can confirm that there is no record of ********************** being informed that we would contact her to provide updates when the container reached its destination.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ********* may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ********** 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:02/15/2024

  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 scheduled my delivery for my POD quite a while ago and received an alert today that my delivery was updated. Upon checking the website, I found that the delivery had been canceled with no further details given. Upon giving PODS a call, I was notified that my account had a balance. I explained that this must be incorrect as I have documentation stating that I had been paying every month and should not have any balance. I was then transferred to 6, yes 6 different people who kept saying the same thing "We don't know what is going on." From there I explained that I had at the representatives request sent the documentation to their settlements email address and was told to await a response. After being on hold for almost 30 minutes, I was then told to wait for a call because the supervisor had to speak to higher **** to figure out what to do next. I then received a call from ******* who stated that again, even though I provided all the documentation which they all saw and confirmed that they saw, I was still told the only way I would get my stuff is to again pay the balance. I'm not paying the balance for a second time and they were incredibly unhelpful. I'm extremely upset at this point and PODS has been a horrible experience for the last few days of trying to figure this out. They refuse to do anything even when the documentation has been provided and I fear I will have no choice but to pursue legal action. I would like to get this resolved with someone who will take my issue seriously and all I want is my stuff to be delivered on the date that has already been scheduled. Also I was told that now all the delivery dates and times are full so the soonest is at least a week from the previously scheduled date of February 17th.

  

  Business Response

  Date: 02/23/2024

  I am in receipt of your correspondence concerning PODS customer,***************************.  As of February 20, 2024, we have resolved all pricing and delivery concerns with ****************** to his satisfaction.
  

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21299118
  
  I am rejecting this response because: I have still yet to receive any refund of the double charges nor has anyone from PODS reached out to me especially ******* who I was told by representative ***** had created my refund claim, approved it, and has still yet to process the refund. PODS continues not to communicate unless I go out of my way to demand answers, only to get the runaround. Today still I am receiving charges even though I was assured that would end in the amount of $73 and change. Im still awaiting my refund of over $1000 to which I still have not received any notification. This is incredibly bad business practice and to leave your customers in the dark when you created the problem is just flat unacceptable.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/06/2024

  I am in receipt of your correspondence concerning PODS customer,***************************.  In response to our communications on February 26, 2024,and March 5, 2024, subsequent to a thorough review of ********************** ****************************** remains consistent. All charges align accurately with the order ****************** initiated on September 9, 2023. Detailed invoices pertaining to these charges are accessible on ********************** PODS website and are also reflected in all order documents that he consented to during the booking process. Additionally, statements were directly emailed to ****************** on both February 15, 2024, and March 5, 2024 for his review. 
  
  We made follow-up phone calls on both February 15 and March 5,hoping to discuss things further. Unfortunately, we weren't able to connect with ******************, and we left voicemails to encourage further dialogue. Our aim is to be transparent, and the statements and breakdown of charges sent to ***************** clearly shows that there were no double charges. The charges in question were necessary to bring his account up to date, and therefore, no refund is applicable.
  
  We genuinely want to address any concerns ****************** may have,and we appreciate his attention to this matter. If there's anything else he'd like to discuss or if further clarification is needed, please encourage him to reach out. We're here to help.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21299118
  
  I am rejecting this response because: I have attached the communication that I have attempted to have with PODS via the email address I was asked to contact them through. PODS has still refused to do anything about the situation and for them to say they have attempted to contact me is a complete lie as the only communication I ever get from PODS is if I go out of my way to contact them, though they never contact me back. On the 20th of February I spoke with ***** who provided me with a ticket number (#********) and also stated that ******* created the refund ticket, approved it but had yet to process it. He stated he had also emailed her twice to inform her of the refund which I still have not received, yet PODS continues to try and charge me even after stating that I would no longer be charged. As you see from the attachments, contact has been attempted by me numerous times and they have yet to do anything about this situation. Every time I call I get a different answer and at this point I am through trying to talk with PODS. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/14/2024

  I am in receipt of your correspondence concerning PODS customer,***************************.  In response to our communications on February 26, 2024,and March 5, 2024, subsequent to a thorough review of ********************** ****************************** remains consistent. All charges align accurately with the order ****************** initiated on September 9, 2023. Detailed invoices pertaining to these charges are accessible on ********************** PODS website and are also reflected in all order documents that he consented to during the booking process. Additionally, statements were directly emailed to ****************** on both February 15, 2024, and March 5, 2024 for his review. 

  We have followed up with ****************** many times discussing the payments in detail. Our aim is to be transparent, and the statements and breakdown of charges sent to ****************** clearly shows that there were no double charges.The charges in question were necessary to bring his account up to date, and therefore, no refund is applicable.

• Initial Complaint

  Date:02/15/2024

  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 arranged with PODS to move my furniture across ****** they advised me of a timeline of about 11 days and on 22 August 2023 picked up the full moving ***. I telephoned PODs and asked for an update on the *** two weeks later, only to be told it had not left my home city. I purchased a mattress, kitchen equipment (plates, pans etc) all of which I had in my ***. I also bought camping chairs and sheets and towels among other items. On Monday 25 September. PODs charged me storage fees for the delay of three weeks for my ***, have closed my complaint after acknowledging it was their fault, do not return my calls and refuse to refund the extra storage fees.I expected the storage fees to be waived whilst my pod was sat in ********* without reason, especially as I incurred extra costs through purchasing items I already had in that ***.

  

  Business Response

  Date: 02/19/2024

  I am in receipt of your correspondence concerning PODS customer, *****************************.   On February 16th,   2024, our PODS advocate spoke with ***************************** to discuss scheduling concerns.  We look forward to working with ***************************** in the hope of reaching an amicable 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:02/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PODS has been completely dishonest, unreliable and has demonstrated extremely poor communication and resolve. Our pod was due to be picked up from ********************************************************************************** on Monday January 29, 2024 and dropped off on February 6, 2024 at *****************************************************************. On January 29, 2024 my husband stood outside and WATCHED the pod delivery driver drive by, they acknowledged each other and waved. My husband thought he was going to come back around. The driver DID NOT. Instead he said the driveway was being blocked - which is a complete lie and the proof he provided his superiors was NOT our driveway. We have video evidence that the driveway was not blocked. The pod was finally picked up on January 30, 2024. We made it very clear in our forms and in multiple conversations with PODS customer service that our *** be delivered promptly. For whatever reason they removed our drop-off address and delivery date after FAILING to pick up the *** on the date originally scheduled. We never received an email stating they were missing and waiting on information from us. We only found out our *** was not being delivered to our drop off location when we logged into our account the day before it was due to arrive to double check the window of arrival; and saw it still sitting in PA. Now they want to charge us an additional month of storage because they FAIL to communicate and are being completely dishonest. My husband and I would like a full refund and for them to finish the job. The amount paid below does not include what they are trying to charge us for the additional month of storage due to their POOR service and for that we are also asking for a billing adjustment.

  

  Business Response

  Date: 02/23/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************************.
  
  A thorough review of ************************** account has been conducted. Upon review of PODS records, it was determined that ********************** was advised to ensure the area around the PODS container was clear for pickup. However, PODS documentation indicates that the container was obstructed when the driver attempted pickup.
  
  Although there was no error found, PODS acknowledges an opportunity to improve customer satisfaction.As a result, ********************** has approved the waiver of one rental fee. We are currently awaiting a document from ********************** to complete the final steps in resolving 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 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.