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:02/05/2024

  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 complaint has three parts. Part One - I tried to open two claims, mutually exclusive, today, 02/05/2024. I was hung up on twice, and transferred five times over the course of three separate phone calls (having to tell my reasons for calling over and over and over). I am appalled at the poor customer service. It is ridiculous what the customer service representatives did, and how rude and disrespectful they treat customers. It is high time the corporate office brings the customer service department back to *****************. This outsourcing is unacceptable and has made an already stressful situation worse! Part Two - I need to file a claim for damage to my landscaping at ********************************************************************. The local driver, *****, ran over very expensive edging, in three areas of my front yard on Monday, January 29, 2024 (he was trying to relocate my container to another address, he was NOT successful). Pictures and quotes are attached. Part Three - I need to file a claim as my contents are ruined. We opened my container after it was relocated on Friday, February 2, 2024 (the second attempt after ***** botching things earlier in the week). The poor craftsmanship of the pods container has led to mold and water damage to two bedroom suits, living room furniture, a piano, and several other items that belonged to my mother (who is passed away February 3, 2019). These items were very important to me, and I trusted the company to provide me with a container of quality that would protect my items during a remodeling project. It is even stated on the website that their containers provide a safe way to store items during remodeling projects. Pictures are attached (only a sample, I have over fifty pictures). Containers like these are supposed to be water proof and not leak. The roof of the container seems to be of poor materials since it did not do its job!

  

  Business Response

  Date: 02/06/2024

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

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21251521
  
  I am rejecting this response because:
  

  While they have made initial contact, the issues for which the complaint was filed have not been resolved. They are still in the early stages of research and investigation. Until such time that they provided more information and assistance, I cannot accept their response. Initiating first contact does not resolve anything. 

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

  

  Business Response

  Date: 02/16/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************.  On 2/16/2024, emails were sent to **************** regarding both of her cases. An attempt was also made to reach her by phone, however, unsuccessful and voicemail was left. We will continue to work with **************** until the review is complete and will provide details and appropriate resolution accordingly. 

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21251521
  
  I am rejecting this response because:

  Someone needs to replace **** This situation has gotten out of hands! They are doing NOTHING to help me. *** is only making things worse! 

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

  

  Business Response

  Date: 02/28/2024

  We acknowledge and appreciate your recent communication regarding the concerns raised by *************************** in BBB Case #******* and #******* against PODS Enterprises, LLC.

  We are pleased to confirm that the property damage claim (Case #*******) has been successfully resolved, and the settlement check was received on February 24, 2024. Furthermore, we have taken steps to address ******************** content damage claim (Case #*******) by presenting her with a settlement offer on February 26, 2024.

  It's important to note that, in adherence to the terms outlined in our rental agreement and the limitation of liability clause, the settlement offer provided for the content damage claim represents the maximum amount that PODS Enterprises, LLC is offering in connection with this matter.

  We believe this resolution is fair and aligns with our commitment to transparent and reasonable settlements. We value the BBB's involvement in facilitating this process and remain open to any further communication or clarification needed.

  Thank you for your attention to this matter, and we look forward to achieving a satisfactory resolution with ****************.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21251521
  
  I am rejecting this response because:

  I have communicated to the company that their container was/is faulty on SEVERAL occasions. It was not safe and structurally sound as they advertised. I have compared my container to those they market online and ********* and the structure is COMPLETELY different. Why?? My container has a shotty roof and particle board (the worst stuff every) that apparently could not hold up to everyday elements. Yet, they rented it to me taking my money every single month for five years. They are suppose to be the experts in providing safe containers, and it is THEIR job to provide one. 

  Even the exterior structure did not hold. See attached pictures!! PODS actually thinks that is a proper container to store my things. If their containers are not safe and structurally sound (and I believe they have known this since day one), why did they not perform routine maintenance or offer me a more secure container?? I have NEVER been contacted by PODS for ANY routine maintenance and inspection! NEVER!! I trusted them to provide me with a safe and structurally sound container for my inheritance (after-all they are supposed to be "experts"). It is the responsibility of the LANDLORD to ensure a safe and structurally sound environment for their renters whether PODS is renting an apartment or duplex or mobile storage container. That is the **** in any state!! And, no contract or rental agreement cannot break the law!! 

  PODS cannot continue to sweep this incident under the rug as it is NOT damage due to a tree falling on the container or other "acts of God." The damage to my contents is NEGLIGENCE pure and simple. And, this has been confirmed by several insurance agents in my area. Their $5000.00 settlement offer is an insult to my intelligence and only confirms that my claim is indeed valid. If it walks like a duck, talks like a duck, and quacks like a duck...it is a duck!! 

  Tia requested pictures and an itemized inventory of my contents, and then dragged her feet. She did that on purpose. I do not even think my pictures and itemized inventory was reviewed. I think *** is lying along with others in the company. I mean how dishonest is PODS really going to get?? I have requested MULTIPLE times that a supervisor ABOVE those I have spoken to (***, *************************, *******************************, and *********************************) get involved. I am still waiting on that information. And, no-one ever works!! It is ridiculous trying to get them to answer emails and/or phone calls. I think that these employees are afraid to have someone else get involved because they know that what they are doing is wrong and could get them fired! Well, tough!

  PODS has taken my money for five years under false pretenses. They PROMISED me a safe and secure container for my things. By failing to do so, that is false advertisement and fraud. Both of which are against the law!! Does PODS really want to take this in front a criminal court judge?? PODS is accountable to agencies other than the BBB. And, I have a filed a complaint with EVERY SINGLE one of them in **************, *******, and on the federal level. I am meeting the police this week with pictures and all of my documentation to go over my claim of fraud and breach of trust. And, I am not holding back names. From the drivers and local managers to the corporate staff. I am listing EVERY PERSON!! Even the news industry is going to hear about this situation and how PODS has treated me regarding these claims. 

  And maybe, just maybe, an attorney will see all these complaints, including the 2300 with the BBB, and file a multi-state class action lawsuit. Companies like PODS cannot continue to treat people this way and expect to get away with it; and whether PODS likes it or not...GOD IS WATCHING!!! AND, HE IS NOT HAPPY WITH PODS OR THEIR STAFF!! 

  CLAIM NO. ******** CORRECTION - I did not receive the check until Monday, February 26th. Whomever is writing back to the BBB needs to learn how to read a calendar and ***** tracking. 

  Link: *************************************************************************************

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

  

  Business Response

  Date: 03/05/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, ***********************. Per our previous response on 2/28/2024, 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. We have taken steps to address ******************** content damage claim (Case #*******) by presenting her with a settlement offer on February 26, 2024.  While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21251521
  
  I am rejecting this response because:

  I previously filed a complaint with the Better Business Bureau, Complaint ID No. ********. This is a supplement complaint regarding the company and the claim I filed with them on February 5, 2024 regarding "contents damage" (Case No. ********). The company has now resorted to stealing my money in the amount of $397.48. Due the fact that the container is DEFECTIVE, I am no longer liable for rent payments. Therefore, the invoices issued on February 16, 2024 and March 16, 2024 are NOT due! And, I told ***** and "*********************************" about this in my emails AND conversations during the month of February 2024. For the company to charge my debit card on March 30, 2024 is FRAUD, THEFT, and JAILTIME for someone at that company!! I am not nor have I ever been set up on automatic draft, therefore; the company needs my AUTHORIZATION to charge my debit card - THAT IS THE **** They cannot just charge it at will! That is a crime!! If for any reason I do end up owing the monies, the business is supposed to use LEGAL recourse to get their money like taking repossessing the container and/or sending me to collections, NOT stealing my money!! I blame the following people for this, and if necessary, I will file a police report and fraud complaint with the authorities and my bank. *******, ********************** Contact: 616-477-4500Tia, ** ****** of Executives: 727-532-7852Ashley ******, ** ****** of Executives: 727-538-6534Lorraine ********, ** ****** of Executives: 727-538-6393Kimberly Bentley, ** ****** of Executives: 727-538-6398There stealing of MY money has taken money out of my account that I need for food, to keep a roof over my head, to pay my utilities. I am the sole provider of two children: three and five, and they have taken food and necessities away from THEM!! This company has stooped to an all new low!! Someone HIGHER than the individuals mentioned above needs to get involved in this entire matter, not just the stealing!!

  The company needs to refund my debit card ending in x2210 in the amount of $397.48 post-hast or I will be going to the police and my bank. I also want ALL of my debit and credit cards DELTED from my online profile IMMEDIATLEY!! Any further attempts to charge ANY of my debit and credit cards will result in legal (police) action!! Also, ******* is worthless!! I am fed up with his "it is not my job" attitude!! It is EVERYONE'S job regarding this matter and the previous complaint I filed on February 5, 2024. As I have stated before...GOD IS WATCHING!! AND, HE IS NOT HAPPY!! NOW THE COMPANY HAS GONE AND BROKEN ONE OF THE TEN COMMANDMENTS!!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/15/2024

  **************** recently raised concerns about charges on her credit card in her recent complaint to the BBB. Despite her concerns, **************** still has possession of the PODS container. As the container remains registered in the PODS order system as being on rent, the system automatically continued charging her account. We've promptly reversed these charges, which **************** should have observed on her credit card statement by now. Furthermore, PODS has discontinued all future billing on her account.

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21251521
  
  I am rejecting this response because:

  While I concur that the monies have been refunded, they have not removed ALL payment methods from my online portal. I do not trust the company to do what it has indicated (suspending future billing). To close all of my accounts associated with my online portal would be detrimental and create additional financial strain waiting for new account details, checks, debit/credit cards, etc... Most of my accounts are NOT located in my state of residence. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We originally hired PODS to move our belongings from Tucson, AZ to our new apartment in Wheeling, IL in September 2023. PODS was late delivering our belongings, which was a major inconvenience. We signed an agreement with them stating that they would give us a refund of $600 back in November 2023 (see attached documents). We have yet to receive a refund. Every time we call, they say they will mail a check to us next week and they reported mailing a check in November to an address in New York (unsure what this was about). On 2/3/2024 there is a charge on my account in the amount of $600 instead of a refund. I now need a $1200 refund and am very unhappy with this service.

  

  Business Response

  Date: 02/05/2024

  I am in receipt of your correspondence concerning PODS customer, ***** ********   On February 5th, 2024, contact to discuss the issue was initiated with ***** ******* in order to address billing concerns and work toward a resolution.  We currently await ***** ********* response.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ***** ******* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ***** ******* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

  Customer Answer

  Date: 02/05/2024

   
  
  Complaint: 21241594
  
  
  
  I am rejecting this response because: PODS Moving and Storage has yet to refund me the initial amount of $600.00 agreed upon last year by both parties. PODS has delayed the refund time and time again, and this weekend they removed $600.00 from my checking account without permission and I had to notify my bank that I did not consent to such a transaction, and therefore had to change my debit card to prevent PODS from making any further neglience. Once PODS Moving and Storage has provided me a refund of $600.00 via deposit or check we can move forward to resolve the compliant.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 02/08/2024

  On February 7th, 2024, our PODS advocate spoke with ***** ******* who confirmed  the refund for the recent charge had been received.  ***** ******* was informed that a new check was being sent to the correct mailing address for the previously agreed upon settlement. 

• Initial Complaint

  Date:02/02/2024

  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 Tuesday January 22,2024 pods came to remove one of there pods from our neighbors yard. The driver of the pods truck drove onto our property apparently to get a better angle to be able to remove the pod. He went across our black top driveway causing the edges to collapse, then across the yard creating large ruts in our yard and our neighbors yard as well. We contacted pods immediately and filed a complaint and today we were told they denied our claim because they did nothing wrong. The agreement was with our neighbor not us and yet our property is damaged and pods tells us they are not responsible

  

  Business Response

  Date: 02/05/2024

  RE:      ******* &***************************** (3rd Party Complaint)
              Complaint #: 21238694
  
  
  I am in receipt of your correspondence concerning a complaint against PODS Enterprises,LLC from a third-party ******* and *****************************. PODS Enterprises, LLC, complete review confirms that the resolution therein was deemed appropriate based on the facts of the review. The PODS brand container was placed with in a mobile home community where space is very tight and limited, per the request of our PODS customers instructions. Per the photos submitted to the PODS claims team by **********************,it confirms that there is pre-existing damages prior to PODS presence. PODS Enterprises,LLCs position remains unchanged. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that the Mosgellers may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mosgellers 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. 

  

  Business Response

  Date: 02/05/2024

  RE:      ******* &***************************** (3rd Party Complaint)
              Complaint #: 21238694
  
  
  I am in receipt of your correspondence concerning a complaint against PODS Enterprises,LLC from a third-party ******* and *****************************. PODS Enterprises, LLC, complete review confirms that the resolution therein was deemed appropriate based on the facts of the review. The PODS brand container was placed with in a mobile home community where space is very tight and limited, per the request of our PODS customers instructions. Per the photos submitted to the PODS claims team by **********************,it confirms that there is pre-existing damages prior to PODS presence. PODS Enterprises,LLCs position remains unchanged. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that the Mosgellers may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mosgellers feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience,we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21238694
  
  I am rejecting this response because:
  Pods rode onto our property without our permission. There was no previous damage as stated in their response. We asked them to send a representative to view the damage in person and they refused as they only do business complaints by emails and pictures. We dont understand how this company feels they are not responsible for the damage. Pods contract was with someone else, why should we be responsible and have to pay for the cost of the repairs with the damage they caused to our property. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/06/2024

  RE:       ******* ********************************** (3rd Party)
              Complaint #: 21238694
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning a complaint to PODS Enterprises,LLC, from third party ******* and *****************************. Per our previous response on February 5th, ****, a complete review confirms that PODS Enterprises, LLC position remains unchanged. Mr. ***** ***********************,complaint is not with PODS Enterprises, LLC, however with whom order the PODS container service. Should Mr. ***** *********************** wish to further discuss their claim they are welcome to contact PODS directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21238694
  
  I am rejecting this response because:
  We are SHOCKED that a ******************* like PODS would NOT take responsibility for damage caused by their driver.  The neighbor that ordered the pod did not drive the truck!  How can you say he is responsible.  In our opinion, the driver should have dragged the pods unit from behind the neighbors house into the common driveway between the mobiles then lifted it onto the truck.  Instead, he drove back and forth at least 4 times over our yard causing the edge of our driveway to crumble and put deep ruts in the yard.  We have NEVER used PODS, nor will we.  We do not know, or care how your contracts reads.  Common sense says, WHEN YOU DAMAGE SOMETHING, YOU FIX IT!  We realize the cost of repairs will probably be a load of topsoil for the ruts and cold patch to repair the damaged driveway, but this should not be up to us or our neighbor!  If we drove our personal vehicle over someone's lawn causing damage, we would not hesitate to fix it!  We have again called the number PODS gave us this morning in the above message to report we are not happy, and it takes us back to the original number to order a pod.  SERIOUSLY!  We then called "Our Rep. ******** and again left a message in her voicemail.  (FYI, she does not call us back, she only emails!)

  BBB, thank you for moderating this issue, we are extremely unsatisfied with PODS and the way they do business.  We have forwarded all Correspondence's to the 161 mobiles in our park and the park manager as well.  We realize this is a small issue in the eyes of a large company, but it is unjust.  Please rate them as UNSATISFACTORY.  They have obviously found ways to NOT do the right thing.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/02/2024

  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 Enterprises, LLC was retained December 2023 for a future cross country move date January 10, ****. From the very beginining there was complete chaos. I signed on-line service agreements (3X) and physical copies before/after the *** container. I contacted PODs via phone after they collected the *** during the transport and was told there's no record of a destination on file (How is this possible?). I had to be processed as if I was a new customer. The agent had no reasonable explaination and there wasn't anything I could do b/c they had my life inside of the ***. ***** later upon recieving notifications of the final delivery to ** (from CA) scheduled Jan 26th, I called to confirm time. I was told that they could not locate my container, before progressing to "it never left the CA facility". I have escalated this issue to management 3X, in detail to the ************* (which is a one-way street of correspondence) where customers do not have access to communicate directly. After 3 days they closed without any input from me stating that it was my fault that there was no agreement accepted which is completely false, but yet they delivered a ***, collected all of my pocessions, and chartered logistics all the while charging me $$$. Ironically, a CS supervisor confirmed that the back-office made several mistakes by deleting information and not notifying CS advocates of such changes, thereby resetting the process. In the meantime, I was never contacted and completely left out of the loop and continued to be charged FULL PRICE. As of today 2/2/**** I expected my delivery at 4pm EST. I called in to confirm and learned that the *** is being delayed (AGAIN) and as a result I will have to delay my start for my new job (AGAIN). *** refuses to take responsibility by compensating any money for this massively F-UP. As a result, I've missed 2 weeks of pay by delayed start date for my new job, money on hired movers(2X), storage rental and they refuse to compensate me at least 1/2 of what I paid in the wake of this disaster!

  

  Business Response

  Date: 02/05/2024

  I am in receipt of your correspondence concerning PODS customer, **************************     On February 5th, ****, our PODS advocate spoke with ************************* to discuss scheduling concerns.   We look forward to working with ************************* with the hope of reaching a satisfactory 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:02/01/2024

  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 used PODS to move from ******* to ********. Overall everything went to plan. Upon reaching Oklahoma I became very busy with starting and learning a new job, and all that's involved in moving. Not to mention it was in the middle of winter where there were many days it just seemed unreasonable to be outside moving stuff indoors. And to top it all off, during this time I became sick with *****. I also slipped on some ice, and had a concussion. Needless to say, it was a very hectic time in my life. I got the *** emptied on the 17th of January. But due to how busy my life has been, I forgot to call PODS to tell them to pick up the box. I lost track of time, and before I knew it, it was January 29th. January 28th was my deadline. Now I understand that by the letter of the rule, I was technically one day late, but PODS feels that I should be charged for a whole nother MONTH for the *** for ONE day when I had all this going on in my life. This seems like pretty crummy business practices, and uncompassionate of their customers when they're already having a difficult time adjusting to a new area. I called, and spoke to representative to try and resolve the issue, but the best anyone could do for me was to create a ticket so that someone else could judge. I myself was unable to speak to anyone with the power to make a decision. Again, I find that to be a poor business practice, and maybe if I was just given that liberty, I wouldn't be writing this. Anyhow, without talking to anyone, the ticket got declined, and they left me with no recourse, but the BBB. I feel this is an extremely poor business practice to charge people a whole month for one day of overuse, and to not allow them to speak to anyone with any decision making ability. All I ask is that I'm refunded the extra charge so I can move on with my life.Customer #: ********* Order #: *******

  

  Business Response

  Date: 02/03/2024

  I am in receipt of your correspondence concerning PODS customer, **************************  On February 3rd, ****, our PODS advocate spoke with ************************* regarding the monthly rental that was incurred.  We look forward to working with ************************* in the hope of reaching a satisfactory 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:02/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/30/2023, PODs delivered a 16ft container that upon opening still had the remnants/contents of someone else's furnishings. I had to pay my movers to clean out the container and dispose of the contents at a local junk yard. I took before and after pictures. My movers also pointed out a large tear in the roof of the **** Again I took pictures. I contacted PODs **************** and received claim# *********. On 10/31/2023, ****************** contacted me by email to request proof and to ask what resolution was I seeking. I was clear - I want either A) to be reimbursed for the full cost of having to remove/discard another person's belongings, which was $325 or B) I wanted to be credited one month of storage and insurance fees, which amounted to $446.95. I also wanted confirmation that the ***'s roof had been replaced or repaired because I didn't want to experience property damage while the *** sat in storage at the PODs facility for X number of months. Within two weeks, I received a generic email response stating my claim had been reviewed and approved. However, despite waiting more than 30 days and making multiple phone calls and speaking to multiple CSRs **** ****, Hope, etc.) who told me at least twice (#********) that I would receive a refund of $446.95, it never occurred. To add insult to injury, on 01/13/2024 when my *** was delivered, I learned that they never fixed the roof, so now I have an insurance claim for approx. $2000 worth of damage. And on 02/01/2024 despite emptying the *** on 01/13/2024 according to their process, they still charged me another $446.95 (claim# ********) because they forgot to close out the storage on the **** And surprise, on 01/18/2024, they gave me a $100, which when I questioned the amount I was told on 01/30/2024 by the same ******************, again by email, that $100 is the most *** will refund plus there is no further escalation or appeal because the higher *** reviewed the claim and they agreed that all I'm due right now is $100.

  

  Business Response

  Date: 02/03/2024

  I am in receipt of your correspondence concerning PODS customer, ***** Brand.   On February 3rd, ****, our PODS advocate spoke with **************** to discuss the previous claim request regarding how the container was initially received.  We look forward to working with **************** in the hope of reaching a satisfactory resolution.  
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that ***** Brand may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ***** Brand 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:01/31/2024

  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 to get out pod delivered to a home we just purchased. I was told you do not service this area. At no time when scheduling this pod in ********** , was I told there were areas you did not service. We did not know where our new home would be. When I called rep refused to get a manager or supervisor to assist me or call me. I was told they could do nothing for me . And said I would have to go to Tacoma unload my pod and drive it to my house . Im weak, I have cancer and my husband is having back surgery in a few weeks . We cant do this twice.im appalled by the poor communication and service Ive paid over **** for the move and 391. A month for storage since September or maybe July I cant remember

  

  Business Response

  Date: 02/06/2024

  Upon careful examination, we have confirmed that the resolution provided aligns seamlessly with the details uncovered during our comprehensive review. To provide a contextual backdrop, during ******************** order booking call on August 5, 2023,our representative was informed that the designated destination would be ********, **. Notably, when **************** booked the order on August 27, 2023,there was no mention of a potential change in destination. Subsequently, during ******************** communication with PODS on September 18, 2023, when scheduling the transportation of her container, she emphasized multiple times that the container should be placed in a storage center near her specified destination in ********. However, the revelation of a change in destination only occurred on January 31, ****, when **************** informed us that her new home, shared with ****************, is located outside of our standard delivery area, making it impossible for us to fulfill their request.
  
  Additionally, it is crucial to note that per the agreed-upon rental agreement signed on August 27,2023, if Customer does not know and disclose the specific zip code for initial delivery, redelivery or final delivery of the Unit at the time of the placement of Customers order, Customer acknowledges and agrees that, at Companys option: (i) the Company may not service the zip code finally determined by Customer and Company has the right to refuse to deliver the Unit to Customers requested destination without liability to Company in such instance,
  
  While we empathize with **************** and ******************** concerns and sincerely regret any inconvenience caused, we want to assure you that we have meticulously reviewed this matter for accuracy. Regrettably, due to the circumstances outlined above, we are unable to alter our position on this specific issue.
  
  If you have any further questions or require additional clarification, please do not hesitate to reach out. We appreciate your understanding and value the opportunity to address ***************** concerns.

• Initial Complaint

  Date:01/31/2024

  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 rented a *** to move personal items from ******** to *******. The *** was to be stored in a climate controlled warehouse. When the *** arrived in *******, there was a significant amount of water in the ***, and most of my belongings were destroyed by a combination of water and mold. I have attached several pictures to this complaint. I have many more but the size of download is limited. Included in the loss:Multiple signed and authenticated sports memorabilia items, many family photos that are not replaceable, an entire personal library of books, a 65 4K ********** (2021), a hutch shown in downloaded picture, two bedrooms worth of king size bedding, and multiple kitchen items. A conservative estimate of loss, not factoring the priceless nature of many of the items, is $6000. I was told by the *** corporation that No physical damage was found to the container and no other cause for the loss was identified. They also state they do not cover rising water. There were no floods anywhere along the path of transit during the time in question (9/12/2023-12/4/2023).*** is offering $0.PODS CASE# ********

  

  Business Response

  Date: 02/06/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer,*******************************. Per our previous response on 1/29/2024, a complete review of Mr. ********** 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. We found that there was no physical damage to either unit or no other cause of loss was identified to suggest any leakage. In addition, a pressurized water test was performed which confirmed negative for intrusion.  While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ********************** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that ********************** feels they experienced anything less.We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21224952
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21224952
  
  I am rejecting this response because:

  I reject the response from PODS, because it cannot be possible. The question that needs to be answered is, How did the water (and as a result the mold) that caused $6K damage, get  in the ***?

  PODS states that the *** in question passed a leak test. This cannot be possible, given the hole in the door caused by the PODS employee who cut  off the broken lock. When was the lock cut? Was the *** left outside in a ******* storm. These are questions that remain unanswered, because PODS will not release the documents. I have ample evidence of water damage in the photos submitted in my complaint. I will resubmit a 3 second video of active water flowing back and forth in a silverware container. I also have recorded conversations with PODS representatives that: 1. Regret the damage that the water caused, and emphatically state that I will be reimbursed. She also states insurance would not be necessary in a situation like this. 2. Multiple calls where I was told that my lock could not be cut by a PODS employee without my presence. This was done, however, without my knowledge or presence. Perhaps this is when the water was allowed in. 

  In conclusion, PODS allowed water in my *** and was negligent in this matter. 

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

• Initial Complaint

  Date:01/30/2024

  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.

  PODs said i never cancelled my "order". I contend I never had an order. They delivered 3 containers to my drive way without my authorization. They are deceptive.

  

  Business Response

  Date: 02/06/2024

  I am in receipt of your correspondence concerning PODS customer,*************************. Unfortunately, **************** was charged a fee in error due to unforeseen circumstances. I want to assure you that we have taken immediate action to address this issue. On February 2, ****, **************** was promptly contacted, and as of February 5, ****, she has been refunded the charges amounting to $724.19. The refunded amount is expected to be reflected in her account within the standard 3-5 business days.
  We sincerely apologize for any inconvenience this may have caused and truly appreciate your understanding in this matter. If you have any further inquiries or require additional information, please do not hesitate to reach out. Your cooperation is valued, and we are here to assist in any way we can.

• Initial Complaint

  Date:01/30/2024

  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 January 16 I had my *** delivered to my new location and tried to get the door open, all contents in the *** were secured and packed in accordance with their policies and procedures, I called and talked to the call center which told me that they will send out a truck to "shake" the container to move the contents. This did not work I called the center again and told them what had happened with a response of try to open it and if it didn't open then we would come to get the container and bring it to the warehouse where you would have to unload it there, but since it didn't work the way it was supposed to that I would be reimbursed for the added cost as I had already spent almost $5,000. I called again after spending the weekend trying to open the container and confirmed that I would get reimbursed with a different agent and they confirmed that yes I would be reimbursed. So i obtained a moving company to unload a 16-foot container with the understanding that I was going to be reimbursed for the charges. The day of opening the container PODs lifted the front of the container and pushed open the door a little and in the process of pushing my contents, they broke my TV, put me in the upright container to open it from the inside because the door mechanism that assist with opening the door was broken making the door open uneven getting stuck. I then called PODs to give them the price of the movers to do a job that I should not have had to do, I was told that they would not reimburse me now because the contents in the container shifted, which they had indeed not shifted as they were secured. I am looking for $1,186 to be reimbursed to me not only because I was told by TWO different people and their supervisors that I would indeed be reimbursed, but also that I had to get in the container at their location with it in the air to help roll the door up because the bands that assisted the door were broken.

  

  Business Response

  Date: 02/01/2024

  I am in receipt of your correspondence concerning PODS customer, ********************************  On January 31st  ****, our PODS advocate spoke with ******************************* to address concerns regarding the move.   We look forward to working with ******************************* to reach a satisfactory 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.