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 of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS Moving & Storage

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

  
• 

  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: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.

  I began dealing with PODs in December 2022 before moving from ** to VA. The promotion that I agreed to prior to doing business was 30% off Delivery/monthly storage/Redelivery. There was also a discount for mileage but I don't remember exactly what that was but thought it was 30% as well. As I started receiving bills from PODs, I noticed that discounts were randomly applied to my bills but not consistently. I called and spoke to them and they assured me in the end all billing would be correct. After we moved into our new home in May 2023, I requested resolution to the billing errors, opening a complaint in June 2023. Several unreturned phone calls and emails later, I tried reaching a manager but they would never allow me to speak with one. I have attempted time and time again to resolve this matter with the company to no avail. I have a detailed spreadsheet and the billing statements from the company showing the charges, randomly applied discounts, etc. They also charge different amounts for mileage, and delivery, and redelivery fees. By my accounting, I show that they owe me $3,130.11 based on overcharges and am requesting assistance from the BBB. Thank you. Billing statements uploaded include highlighted charges that show inconsistent discounts. I do have a detailed excel sheet that I can share as well.

  

  Business Response

  Date: 02/21/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************. Efforts to address the concerns prompting this complaint are currently in progress. ************ has been assigned a PODS Advocacy Representative, who has reached out to inform him of the assignment and share contact information. Following a thorough review, the Representative has communicated the relevant details and proposed a suitable resolution through phone voice message and email. We are awaiting **************** response at this time.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************ may have endured. PODS Enterprises, LLC prides itself of its quality customer service and I regret that ************ feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

• Initial Complaint

  Date:02/13/2024

  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 wanted to have the Pod removed from my property. Contacted pods early November via phone. After waiting a long time CSR answered but I could barely understand his thick accent. I explained this and was hung up on. Tried again another thick accented CSRhung up on. I was shocked this company hires such rude employees. I became sick and was unable to follow up for a few weeks. During this time my credit card on file expired and pods needed an updated card. CALLED A THIRD TIME and was hung up on! Noticing a pattern yet? At this point Im at my whits end. Just a week ago a CSR called me and left a message in such a thick accent I could maybe understand 5% of the message. I tired calling (I must be a sucker for terrible mistreat) and I was on hold h*** forever. I hung up. Im responsible for payments until the end of November and thats IT! Also I want this container gone asap. Thank you

  

  Business Response

  Date: 02/23/2024

  I am in receipt of your correspondence concerning PODS customer,*********************. Due to unforeseen circumstances, **************** was charged a fee in error. I would like to assure you that we have promptly addressed this issue, and as of February 22, 2024, her container was picked up empty her monthly rental fees were credited and her order was completed. The credited amount should be reflected in her account within the standard 3-5 business days. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are further inquiries or if additional information is required, please feel free to reach out.
  

• Initial Complaint

  Date:02/13/2024

  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 had a contract with PODS to provide, transport and delivery the rental container to my home on August 29. The container originated at my residence in WI and was to be delivered to my new residence in *******, ** on August 29th.On August 28th , without my approval, PODS changed my scheduled delivery date from August 29th to September 6th. This was eight days later than the agreed upon date in our contract. As a result of this delay I incurred hotel charges and had to hire my own movers to retrieve my possessions from the PODS warehouse in ******** where my container was located.I disputed the two charges to PODS with my credit card company for $581.69 and $2111.62 After negotiations with PODS, we signed a settlement and release for the above two charges if I would pay them $1350. Which I did.***** Fargo, my credit card company allowed the dispute for $581.69 However, PODS stated that the $2111.62 was a valid charge and did not approve the dispute. Accordingly, PODS was paid $1350 to settle the two charges and $2111.62 for the charge which they stated was valid as my credit card company denied the dispute. I have talked to numerous people at PODS and ***** Fargo but cannot get the issue resolved.It is obvious that the $2693.31 in the settlement and release agreement is comprised of the above two charges, but PODS continues to deny the dispute as a valid claim.

  

  Business Response

  Date: 02/14/2024

  I am in receipt of your correspondence concerning PODS customer, *************************.   On February 13th, 2024, our PODS advocate spoke with ************************* to address billing & scheduling concerns.   We are currently 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:02/13/2024

  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 agreed to provide me with a military move which includes additional payment for weight tickets, both empty and full, PODS has failed to provide any and all weight tickets for my container. I have called and talked to customer service daily on this matter and have been told they will either have the warehouse manager upload it within 30mins-1hr and/or that they dont have an update on my pending case at the moment. As a service member completing a military move, I along with all other service members are not reimbursed for these costs if there are no weight tickets provided. My desired outcome is to have the weight tickets that I was promised and paid for.

  

  Business Response

  Date: 02/23/2024

  I am in receipt of your correspondence concerning PODS customer, **** Cover. Due to unforeseen circumstances, ********* military weight tickets were not dispatched promptly. I'm pleased to inform you that on February 15, 2024, Ms. ****** weight tickets were sent via email and have been successfully received.

• Initial Complaint

  Date:02/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feburary, 12, 2024 Disputed Cancelation Policy PODS I have experienced and seen 5 moves using PODS, and everyone container was very similar with with recessed D Rings and a clean finish inside. PODS advertising shows, and I have seen that containers are clean with strong places to tie down goods. I will attach pictures of there advertising and my container along with Phone log records.A container from PODS Company was delivered to my house on 6/8/23 per our contract. The next day I discovered that the inside of the container had unfinished **** **** with no rings to tie down expensive and heavy, household furniture. Professional movers would not load the container as it was unsafe. I was charged $****** on my *********** credit card. I disputed the charges with *********** and they agreed with my case that the PODS Container was unusable. I exhausted every effort to resolve the problem with PODS to no avail. PODS had over 2 months to respond to *********** and failed to respond. I was credited ****** back to my account. ********************** cancellation policy required to cancel 3 days prior to delivery. They stated I didnt call back until 6/12/23 to cancel the order and that they had done a through review of my phone calls. I have the logs of 19 calls with over 3 hours on the phone with PODS between 6-9 and 6-12. I pleaded with PODS to bring me a new container that was acceptable and safe to move our goods in. PODS offered the first available container on 6/17 but would not guarantee that the replacement would be what they called a new container (finished with tie downs). I was facing serious legal and financial responsibility having to vacate a house that had been closed on. PODS failed to respond to *********** with any evidence on there behalf and now threaten to turn me over to collections. PODS delivered an unusable container and I ask they credit the $****** and quit contacting me.***************************

  

  Business Response

  Date: 02/13/2024

  We are in receipt of your correspondence concerning PODS customer, ***************************.   We appreciate ******************** feedback.  However, the issue regarding the cancellation of service by *************************** has been reviewed & revisited in depth.   While we understand that the container was not the style to ******************** liking it was a viable container and was utilized by a subsequent customer without issue.  *************************** cancelled the service several days after delivery and the appropriate fees were assessed in accordance with our cancellation policy.    In addition, our PODS billing team followed their required protocol as to any billing, credit card dispute or collection of funds regarding ******************** PODS account. 
   
  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: 02/15/2024

   
  Complaint: 21281865
  
  I am rejecting this response because: I reject PODS response for several reasons. PODS Moving Company States; Quote; (However, the issue regarding the cancellation of service by *************************** has been reviewed & revisited in depth. While we understand that the container was not the style to ******************** liking it was a viable container and was utilized by a subsequent customer without issue.)  Never once did PODS call and speak to me or ever leave a message with a contact # so that I could call and discuss my case. This is the tactic they take. I have over a dozen calls and over 3 hours on the phone with PODS with many hang *** and disconnects. I file a complaint with them and they say, stay by your phone and check your email, A PODS advocate will contact you within 10 days. Then 10 days later you get an email that your case has been throughly reviewed and case is closed with a bunch of facts that are totally inaccurate and boarder line deceitful. This had nothing to do with the style or liking of the container. This would of been a great time for PODS to call and rectify the problem as they place tremendous value on their customers. Even if thats a true statement, I am not concerned that someone moved their belongings without any tie downs behind me. My furniture is to valuable and I had 2 men from a professional moving company say they Could not Load and Secure my furniture in that container. I was under moving deadlines like anyone one moving. I gave myself over week to load the container. I begged and pleaded to get another container from PODS, and the best they could do was swap it out 9 days later with no promise that I would receive what they called a (New Container.) New Container like the ones they show in their advertising. 
  (Built-in tie-down rings Convenient tie-down rings enable you to secure your belongings for transit with ropes or straps.) Quote from their PODS Container Advertising. If PODS Moving Company would have Disputed my facts with ************ they would have been paid. As to there Cancelation Policy, PODS calls this a cancellation. I never said canceled, but begged for a new container to be delivered, with built in tie down rings. PODS Moving Company did not Deliver a product like they advertise and would not rectify the problem. The real problem is they could careless about their customers. With a small review of PODS complaints, I found thousands of similar stories. I only wish I had done this before using PODS.  I could not dream up worse customer service and will continue to warn people about my Horrible experience with PODS Moving. One last comment as I know BBB can not mediate any financial solution. PODS is billing for $657.95 of which over $450.00 is for Storage of contents and protection while in transit. There was nothing inside the can to store or protect. My recommendation is to Never use PODS MOVING!
  
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/20/2024

  We again thank *************************** for the additional feedback however, PODS position remains the same as our review found there was no fault by PODS Enterprises, LLC.   In the spirit of customer service and as a gesture of goodwill, we have presented a resolution offer to *************************** of  month's rental credit and credit for the contents protection.   We currently awaiting ******************** response to the offer that was presented in the hope the matter may be able to be resolved amicably.  
   
  
  

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21281865
  
  I am rejecting this response because: Thank you for your offer (credit of  $228.95 with me owing the rest of the total bill) but I must reject it.  Pods is fully at fault in this situation.  I accept no liability or fault here. 
  

  The container delivered to my house had no tie down D-rings to secure my furniture (I have pictures of this) rendering it totally unusable and unsafe for a cross-country move.  I have testimony from a professional moving company stating that they could not safely load a container for cross-country transit with no tie downs rings.  My furniture would have been badly damaged from moving all around within the container on a move from ********** to ***** area.  I also have pictures documenting PODs advertising that the container was supposed to come with recessed D rings so I could safely tie down and secure my belongings for transit.
  
  I promptly tried to relay the above to a PODs customer advocate when the unsuitable container was first delivered.  I was on the Phone for over 3 hours with multiple hang *** on PODs end, politely asking simply to get a new container delivered which had the needed D-rings (as advertised).  PODs was unwilling to do this.  Unfortunately, all I got was a circle of phone numbers that take you to the same place where no one from PODs said they had authority to rectify the situation.  Pods would only say the container was not to my liking which is false  the container was unsuitable and was not as advertised.  PODs also stated that a subsequent customer used the same container with no problem.  The container perhaps could have sufficed for a short move within ********** (though still unsafe to not tie down and secure furniture).  But this container was not suitable or safe for a cross-country move.   
  
  PODs chose not to do anything to help rectify this situation when I reported the issue in a very timely manner.  And since then PODs has not replied in a timely manner either.  
  
  I do  not take lightly that PODS has threatened to turn this over to a collections agency.  Despite not being in any manner whatsoever, as a gesture of goodwill to resolve this matter, I offer PODS, as settlement in full, the sum of $200.00 in total.
  
  If PODs rejects my offer, or turns this over to a collections agency, I am fully prepared to initiate a claim against PODs for damages in small claims court.
  
  Please advise.  If you would like to further discuss, my cell is __************_______________.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/12/2024

  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 1/9/2023 we called PODS and spoke to *******. She informed us that she has 3 aliases, ****, **** and ******. We spoke about *** size, when it would arrive (in **) to pack our household goods(including plants and perishable items), the final destination(in CT), transit fee, date of the pickup, and total cost. We also paid to rent a lock (we gave her a code) and 5 blankets. We were not in ** when the *** arrived and we were told that was not a problem as there would be a lock on the *** with the combination we gave her. We arrived, the *** was unlocked and the blankets were not in the ***. The day before the *** was to be picked up (from **), we called PODS as we did not have ANY correspondence as to when the *** would be picked up. *****, informed us that we would be contacted with a pickup time and that our *** would arrive at our new home(in CT) 5 days later. We, of course, were in shock with this new information as we were packing plants and furniture that is of great value to us. We would have NEVER used this company knowing that our things and plants wouldn't be with us until 5 days later. We live in ************* where we have subzero temperatures. At first ***** was apologetic, put us on hold and informed us that we would be fully refunded. We were very pleased, ***** put us on hold again for another 20 min and then stated that they would waive all costs except the cancelation fee. We disagreed with this decision so ***** put us on hold for another 20 minutes to return and say that there would be NO cancelation fee and we would be fully refunded. We recored the entire conversation (with her consent) where all of this was stated. Once again, she put us on hold to complete this agreement to then return back to say that we are over the allowed amount of time to cancel(PODS lack of communication)and would be charged the full amount, along with the cancellation fee. We own a business and the way PODS conducts theirs is unacceptable.

  

  Business Response

  Date: 02/22/2024

  We are in receipt of your correspondence concerning PODS customer, *********************. Upon careful examination, we found no error in ****************** account. There is no evidence indicating that he was informed the container would be secured with a combination lock during the initial delivery. We recognize that he was not provided with the blanket rentals as needed, and in response to this, we have processed a refund for the associated fees.
  
  Regarding the scheduling of the move, our records show that our agent advised ************** to call one week in advance. However, we acknowledge that he was directed to auto disclosures,which clearly stated that we require four additional days to schedule the transit date for logistical purposes. It's important to note that no guarantee was made regarding the delivery timeframe, and as per the order confirmation,the container arrived eight days later instead of the expected seven.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21280960
  
  I am rejecting this response because:

  On Feb 19, 2024, at 2:12 PM, Pods Advocacy Disputes wrote: Hello *****, According to your booking call we found no record of the agent advising you the lock would have a code,(I would need proof of this) as well as no record of the door being locked when the container would arrive (Again I would need your proof of this rather than your word without proof requested). The container was delivered empty (Incorrect, it would have had the 5, $10 blankets we ordered on our first initial call we continue to ask you to review) there is no need to lock a container that's being delivered empty. For security purposes PODS provides a new lock to customers for a fee, but theses locks are brand new and never used by another customer (Agreed, and I will request you speak with the gentlemen that collected the empty POD that tried to give me the lock that didnt belong to your company, twice.). Last, the agent asked you to set up a 4 digit code to verify when you called in to access your PODS account on future calls with agents. There was no mention of this 4 digit code being a code to unlock the lock provided for the container. (I am truly not surprised at this statement based on the false information thus far) Please know it is best practice to not put live stock (Who mentioned Live Stock? Thats an animal, we were talking about expensive furniture from around the word and 30 year old plants we had discussed, with the initial call, that you continue to ignore. I dowt own sheep or live stock.) or contents that would be missed in the container, for more information on these guideline please review the rental agreement you agreed to when using PODS. If a customer is advised to call one week in advance this was advised with the expectation the container would not be accessible to you until 1 week from the date called. (True, for "pickup", as we were informed. Lets say we had our bed only, no LIVE STOCK?? And were about to move to a new home. You would then wait 5+ days to deliver a bed?) Based on the above information, our finings remain the same. Please respond and advise if you wish accept the offered amount of 1/2 off the cancellation fees. (In short, your investigation in this matter is poor, at best and more insulting than ever. As mentioned, we will continue to update the BBB on this complaint.) Very best regards *********, ***************************** & ************************ Best Regards, ********* Customer *************************** of the Executives PODS Enterprises, LLC. Phone: *************|Fax#: ************* PODS ranked #1 in the Moving Services Category for 2019 WARNING CONFIDENTIALITY NOTICE The information contained in this email is privileged and confidential and is intended only for the use of the individual or entity to which it was addressed. If the reader of this message is not the intended recipient, you are hereby notified that you are strictly prohibited from disseminating, distributing, or copying the information contained in this email. If you have received this email in error, please disregard and delete it. --------------- Original Message --------------- From: *************************** ******************************** Sent: 2/19/2024 11:44 AM To: *********************************** Cc: ************************* Subject: Re: [EXTERNAL] PODS Scheduling Dispute- Case #******* - ********************* Hi *********, We understand ALL ABOUT calling 1 week in advance. That IS what we did. We called and spoke to ***** about the **** etc (the day before the pod was to be picked up from our home in **) and THAT is when we were told that our belongings would take a week to get our new home(in **). We live in *********** where temperatures are extremely cold. We were moving plants and expensive furniture. AGAIN, we would have never used PODS as a moving company had we known this information from the start. ALSO, the pod was unlocked when we got to ** to pack it up for transportation. It was unlocked, the blankets were not in the pod and when the driver arrived the next day to pick up the pod he was also confused and said, "whose lock is this? "This is not a lock that PODS uses. In our initial booking conversation we gave a 4 digit number and were told that the combination lock would be on the pod. It was not. Kindly mail our full refund check in the amount of $850.00 to ********************* ***************************************************************************** A copy of all correspondence has been and will continue to be sent to the BBB. Thank you for your prompt attention in this matter. *************************** *** Industries ***************************************************************************** T: ************ ****************************** ******************************* Working with You for Cleaner Air" On Feb 19, 2024, at 10:49?AM, Pods Advocacy Disputes wrote: Hello, The booking call was the call we reviewed and found the agent advised you to call at minimum 1 week in advance to schedule the transit date. Best Regards, ********* Customer *************************** of the Executives PODS Enterprises, LLC. Phone: *************|Fax#: ************* PODS ranked #1 in the Moving Services Category for 2019 WARNING CONFIDENTIALITY NOTICE The information contained in this email is privileged and confidential and is intended only for the use of the individual or entity to which it was addressed. If the reader of this message is not the intended recipient, you are hereby notified that you are strictly prohibited from disseminating, distributing, or copying the information contained in this email. If you have received this email in error, please disregard and delete it. --------------- Original Message --------------- From: ********************* [*************************] Sent: 2/19/2024 9:04 AM To: *********************************** Cc: *************************; ****************************** Subject: Re: [EXTERNAL] PODS Scheduling Dispute- Case #******* - ********************* *********, It seems you have reviewed the second, cancellation, call but have you reviewed the initial call? This is the one we have the issues with. Have you reached out to your employee to discuss? Its a simple case and I am struggling to understand your approach to review the entire complaint, when it seems the second call has only been addressed. Please advise, ***** On Feb 17, 2024, at 1:57?PM, Pods Advocacy Disputes wrote: Hi *****, Because the recording is for internal use only, we are not able to provide the recording without a court subpoena. Best Regards, ********* Customer *************************** of the Executives PODS Enterprises, LLC. Phone: *************|Fax#: ************* PODS ranked #1 in the Moving Services Category for 2019 WARNING CONFIDENTIALITY NOTICE The information contained in this email is privileged and confidential and is intended only for the use of the individual or entity to which it was addressed. If the reader of this message is not the intended recipient, you are hereby notified that you are strictly prohibited from disseminating, distributing, or copying the information contained in this email. If you have received this email in error, please disregard and delete it. --------------- Original Message --------------- From: ********************* [*************************] Sent: 2/15/2024 5:19 PM To: *********************************** Cc: *************************; ****************************** Subject: [EXTERNAL] Re: PODS Scheduling Dispute- Case #******* - ********************* This email originated outside of PODS. Please verify sender before clicking links or opening attachments! *********, Thank you for your review, but at this stage we have little review report of the original conversation stated in the complaint. Until the recording of the initial contact with PODS (dates and times in complaint) I will not accept this offer of $425.33. This email will be included, along with your offer, on the update to the BBB complaint Regards, ********************* On Feb 15, 2024, at 11:02?AM, Pods Advocacy Disputes wrote: Hello *****, We sincerely apologize for any inconvenience you may have experienced. After careful consideration, PODs has approved a refund of $425.33. This includes half of the fees, incorporating the cancellation fee. The basis for this calculation stems from the information provided during the booking call, where our agent communicated that scheduling the transit required a one-week advance notice. Please be assured that we value your feedback and aim to address your concerns in a fair and timely manner. Kindly respond to this email at your earliest convenience to confirm whether you accept the offered amount. Should you have any further questions or require additional clarification, please do not hesitate to reach out. We appreciate your understanding and cooperation. Best Regards, ********* Customer *************************** of the Executives PODS Enterprises, LLC. Phone: *************|Fax#: ************* PODS ranked #1 in the Moving Services Category for 2019 WARNING CONFIDENTIALITY NOTICE The information contained in this email is privileged and confidential and is intended only for the use of the individual or entity to which it was addressed. If the reader of this message is not the intended recipient, you are hereby notified that you are strictly prohibited from disseminating, distributing, or copying the information contained in this email. If you have received this email in error, please disregard and delete it. --------------- Original Message --------------- From: PODS Case Notifications *************************************** Sent: 2/12/2024 4:50 PM To: ************************* Subject: Your case has been assigned and is now in progress. Customer ID: ********* Order Number: ******* Case Number: ******** Dear *********************, Your case has been assigned. **************** is our top priority. Below are the steps we will take to resolve your concern as quickly as possible: Gather Information Your case summarizes the issue that you related to us, but we may reach out for additional information, if needed. Research Based on all the information gathered in Step 1, we will also review any additional documentation and account information that affected your overall experience or concern. Resolution The review process timeline can vary depending on how complicated the review may be as well as the information provided to help identify the issue. Should you have any questions or concerns, please reach out directly to your assigned PODS Advocacy agent or **************** *************) at your earliest convenience if you would like to continue with your reported claim. Thank you. Please do not reply. This inbox is not monitored. If you believe you are receiving this message in error, please contact PODS. PODS Enterprises, LLC *********************************************************************************, ***** 2024 PODS Enterprises, LLC
  
  Sincerely,
  
  ***** And *********************

  

  Business Response

  Date: 02/29/2024

  We are in receipt of your correspondence concerning PODS customer, *********************. Upon careful examination, we found no error in ****************** account. There is no evidence indicating that he was informed the container would be secured with a combination lock during the initial delivery. We recognize that he was not provided with the pricing information for the blanket rentals, and in response to this, we have processed a refund for the associated fees.
  
  Regarding the scheduling of the move, our records show that our agent advised ************** to call one week in advance. However, we acknowledge that he was directed to auto disclosures, which clearly stated that we require four additional days to schedule the transit date for logistical purposes. It's important to note that no guarantee was made regarding the delivery timeframe, and as per the order confirmation, the container arrived eight days later instead of the expected seven.
  
  In light of these findings, we have approved a refund for all fees associated with ****************** order, with the exception of the delivery fee. The delivery fee is excluded as it represents a service rendered to **************.
  
  We genuinely value ************** as our customer and want to ensure his satisfaction. 

• Initial Complaint

  Date:02/10/2024

  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.

  UNABLE TO MAKE A PAYMENT BECAUSE THEY WONT ACCEPT MY PAYMENT VIA DEBIT CARD THAT I HAVE USED FOR PAST 10 YEARS ! I AM LOCKED OUT OF MY ACCOUNT AND DO NOT HAVE ACCESS TO VERIFY ANYTHING ! I AM TOLD BY A OUT OF COUNTRY CALL CENTER TO MAKE A PAYMENT BY WESTERN UNION..... THAT IS CRAZY AND COMMUNISM. I DONT KNOW WHO IM PAYING .... ITS TOTAL CORRUPTION. I DEMAND ACCESS TO MY ACCOUNT TO MAKE THE PAYMENTS AND BRING MY ACCOUNT CURRENT AND ********************************************* CORP REMOVE MY POD FROM AUCTION HUD LOCATION !! IMMEDAITELY. DEMAND RESTITUTION OF MY TIME AND STRESS DEALING WITH NON ENGLISH SPEAKING CALL CENTER AND NO SUPERVISOR ACCESS !!!!

  

  Business Response

  Date: 02/14/2024

  I am in receipt of your correspondence concerning PODS customer,*************************. On February 12, 2024, and February 13, 2024,  contact to discuss the issue was initiated with ************ to address her billing concerns and work on a resolution.  We ask that ************ contact the PODS ********************** directly to facilitate her request at ************.

• Initial Complaint

  Date:02/09/2024

  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 am disabled. my appt for drop off was **** they came at 8 am today in ** missed doc appt. because of it they had order wrong as to door facing plese4 refund me something for my trouble i am disabled lost out on appt was charged allbecause of s**** **** refund me something. for my trouble

  

  Business Response

  Date: 02/09/2024

  I am in receipt of your correspondence concerning PODS customer, **********************************   On February 9th, 2024,  contact to discuss the issue was initiated with ********************************* in order to address delivery 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.
  
  

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21269601
  
  I am rejecting this response becausehave her email me i am disabled and under *** request this accomodation also busy. i want a refund of some of the money i missed doc appt copay and it was stressful they had the order wrong not sure why she wants to talk to me but i cant on phone as i left on her vm leave me message ********** or ***************************** i will dispute on cc if i need to. talking not possible these days. not sure the purpose.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/13/2024

  On February 12th, ****, our PODS advocate advised ********************************* that PODS does not provide compensation for estimated delivery times.   However, we did request additional information from ********************************* regarding concerns as to the container placement when delivered.    We currently await ************************* response. 
  
  

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21269601
  
  I am rejecting this response because:i clearly told her to email me only no calls now moving if she does not help i will dispute it and go to CEO so saying she tried me when i asked her to email me received nothing is bs. not doing anything but pushing ****** there will be no calls from me no time. email me and i will respond
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/07/2024

  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.

  Pots caused damage to my property when delivering my belongings. They damaged the fence I have pictures I have filed a claim. I have done all the things that they have asked me to do and they have failed to reimburse me the money they owe **** paid pods storage and moving approximately 300 and dollars a month for two years and they received their payment every month on time. All I ask for them is to own The damage they caused to my fence. It was approved and acknowledge by the local pods storage facility in ********** Georgia. The driver said he caused the damage. And they still refused to pay the money. They owe me $325.

  

  Business Response

  Date: 02/20/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*************************** On 2/7/2024, an email was sent to **************** advising that a settlement check would be processed within ***** business days and mailed to her. Once the check has been mailed out, we will provide **************** with the tracking number.  
  
  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. 

• Initial Complaint

  Date:02/06/2024

  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.

  My *** was due to be picked up 2/6 to begin transit cross-country 2/7 from ********** to ********. ****** refused pick up due to rain and "mud." There is no mud, the *** is on my driveway which is solid concrete. I spent 3+ hours on phone with multiple customer service reps and they provided no solutions. When I refuted the rain and how a moving company could be operable year round, nationwide where inclement weather is a daily occurrence, the issue then became the *** is on a slope. There was no issue with delivery on 2/5 on said slope, also during inclement weather. The pick up has now been delayed 4 days, preventing access to my neighbors' garages, city dumpster on garbage day, and will further push back the delivery and pick *** at my destination. This is a cross country move on a tight timeline due to a job relocation and PODS customer service has been anything but helpful during an already stressful time. If they can't do business during rain, then PODS is in the wrong line of business. For $4000 I would expect better customer service and problem/conflict resolution, at the very least a discounted rate or expedited services to guarantee original timeline is met. All I received was inept customer service reps who felt more comfortable telling me oh well than they were trying to be proactive and keep a customer calm and happy. Working in the pro sports industry where I move frequently, as do my colleagues and players, I will NEVER recommend PODS to anyone.

  

  Business Response

  Date: 02/14/2024

  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 ************** scheduled pickup the weather had increased and a state of Emergency was announced, as such her container was delayed in being picked up and transported to Ms/. ***** new home. As such PODS is not liable for weather delays.
  
  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.