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.

close

Find a Location

PODS Moving & Storage has 227 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODS Moving & Storage

  6791 28th Street Cir E Sarasota, FL 34243-4143

  
• 

  PODS Moving & Storage

  15635 Hudson Ave Spring Hill, FL 34610-7606

  
• 

  PODS Moving & Storage

  4050 Louis Ave Holiday, FL 34691-5600

  

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: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.
  

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Pods for a move due to my Uncle unexpectedly passing away. Originally I called to see if they could beat the price I had currently with Uhaul for a 16 ft truck. They quoted me comparable, with military discount and it came to $500 more than with *****, after much discussion I went ahead and signed with Pods based off the convenience of not having to drive. When the Pod arrived it was NOT 16 ft. It was the size of a small closet. I called and spoke on a recorded line, I also spoke to the district manager. They both agreed that it was their error and I would be given the correct size at no additional cost. I would only pay what was reflected on our signed contract. However this did delay my move another three days. Fast forward to the arrival of my Pod, Pods removed an ADDITIONAL $1789 from my checking. My bank Navy Federal tried to work with them to get it back and Pods ignored them. I send many emails, finally they responded saying they reviewed the recorded call and that yes it was their error and I was due for a refund. After discussing it with upper management they decided they would only partially refund me. I then received a collection notice in the mail from a lawyer on their behalf trying to collect an ADDITIONAL $156 from me! I informed them of all the proof I have (emails, their recorded call and their direct acknowledgment that they were not supposed to take $1789, & I would like my full refund. They refused and told me to get a lawyer if I want. Fast forward 6 months. I am tired of fighting and in need of my money! We are a Veteran family with limited funds as I was recently laid off. I emailed them that I would accept the partial refund but that they need to stop taking more money and put it in writing that our dealings are complete. They said no they will not put anything in writing, and all they would give me is the partial refund and I NEED to sign a contract or they wont even give me a refund! Next I WILL go to court if this doesnt help

  

  Business Response

  Date: 02/02/2024

  After a thorough review,PODS has identified a miscommunication regarding the fees for the 16ft container swap-out. In recognition of this oversight, we have chosen to honor **************** initially quoted amount. I am delighted to share that all required refunds to rectify the situation for ************ has been processed. We highly value **************** satisfaction and extend our gratitude for her patience throughout this process.

  Customer Answer

  Date: 02/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your help BBB!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a handyman * On December 20th* Pods moving and storage was picking up a pod from my customers house. The Pod driver lost control of his forklift and ran it into the front of my work van * causing extensive damage including broken headlights* turn signal and grill.Pods driver told me to call the generic Pods phone number to file a claim . I called the number and was informed that a claims agent would reach out to me within ***** hours. I called Pods 5x over the next week it took Pods 9 DAYS to reach out to me asking me for a report of the accident . I replied to them within hours . It took them ANOTHER WEEK to tell me that I must get 2 estimates for repairs ( taking more time away from work ) . I submitted estimates within a few days . It took over a week for Pods to agree to compensate me for my damaged van and the cost of a loaner vehicle . The Pods claim rep said that she would provide me with a tracking number for the check . That was 9 days ago still no tracking number or check ************* has inflicted @ $8000 in damage to my van * plus cost me at least 20 hours of productivity . They must be held accountable and it this point * I cant believe that this isnt criminal .Im a self employed veteran and this damage has cost me production and I cant use my van after dark because of broken headlights !

  

  Business Response

  Date: 02/06/2024

  I am in receipt of your correspondence concerning a third-party complaint against PODS Enterprises, LLC, *********************.I am happy to inform you that prior to the receipt of this complaint, the issue was resolved by a PODS representative and **********. As of January 30th,2024 we have confirmed with ********** that the issue was addressed to their satisfaction. Based on this, we ask that you close this complaint as resolved.Thank you.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21217910
  
  I am rejecting this response because:
  Now that my work van is in the shop for repairs * the cost is $2400+ over the original estimate . Until I receive the difference * this case will remain unresolved .

  i reached out to Pods claim rep * ************************* with the updated cost of repairs . In my email correspondence with her * I made it clear that the costs provided were ESTIMATES and not final bills . 

  Sincerely*
  
  *********************

  

  Business Response

  Date: 02/15/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC and third-party claimant, *********************. The resolution of the claim was determined based on the two formal estimates submitted by **********. A release form, indicating the agreed-upon amount, was furnished to **********, duly signed by him and witnessed. Consequently, the matter was deemed resolved, and the refund was processed accordingly. Additionally, on February 14, ****, ********** received communication from a PODS representative via email, notifying him that his claim had been successfully resolved, and confirmation of the delivered check was acknowledged. 

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (This situation was initiated on September 7, 2023, and remains unresolved at the time of this complaint)Due to substantial home renovation, my fiance thought it would be a good idea to rent a PODS container to store our larger, more expensive pieces of furniture such as our sectional, king ********* dining table, etc. ISSUE # 1)Upon delivery of the PODS container on July 29, 2023, I was standing in the driveway watching as the PODS delivery driver backed into the driveway. When I realized the gentleman wasnt paying attention to the cables that crossed over the top of my driveway, I began to point and tell him to stop. The driver paid no mind and continued backing down the driveway, which resulted in pulling the internet line loose from the side of the house. The driver apologized and left. Following the delivery of the PODS container I opened the door to take a peek inside and everything looked normal. I didnt notice anything that stood out, or that would give me pause for concern. When this issue regarding the internet cable was brought to PODS's attention, I was met with a response from PODS Claims Representative ******, informing me of National Code requirements as they relate to the distance cables are required to be installed above a driveway. I was then informed I would need to contact my service provider to have them come out and correct it. Ultimately, it seemed as though PODS wasnt willing to accept any accountability for their actions/actions of their employees. I contacted Spectrum who ultimately came out and addressed the issue while relocating the cable to the highest point in which the representative was comfortable - per my request. I then provided them with the damage claim case number I had received from PODS. ISSUE # 2) The rented PODS container stood in our driveway from July 29, 2023, to September 7, 2023. During the duration of this rental, the following items were stored within the PODS container;1) Arhaus Sectional Sofa - Model # *****RODD - PAVO *** 87" RA SOFA DOVE - $2,158.92 2) Arhaus Sectional-matching Ottoman - Model # *****02DD - AVO *** 45" SQ ***************** - $1,080.04 3) Mattress Firm Perfect Sleeper Willow ***** **** Plush Mattress - Prime - King - $1,727.99 4) Dining Table - No specific brand of mention. - No Damage Identified 5) 4 Fabric Dining Chairs - Brand - World Market. - No Damage Identified 6) Fabric Chase Lounge / Bench - No specific brand of mention. - No Damage Identified Fast-forward to the morning the container was picked up;All of the items that were stored within the container were removed the night before the scheduled pick-up. To confirm, the container was emptied when it was dark outside the night before the scheduled pick-up.On the morning of September 7, 2023, a PODS driver arrived at the property as scheduled. After the PODS driver positioned his truck and was about to start attaching the lift to the container to load it, he knocked on the door and asked me to step outside. To my surprise, the driver then inquired if I was aware of the damages to the container. I immediately responded with No. He explained that the roof appeared to have several holes in it, and expressed that this container should have never been delivered. The driver himself not only recommended that I take photos to document this damage but stood there patiently and allowed me the time to do so. I immediately climbed up and documented the damages that he was referencing. After climbing up my ladder the holes in the roof were more than obvious. However, from the inside looking up, the 4x4 ceiling support concealed this hole. Based on the amount of (what appeared to be) window seam tape around, and on top of the holes, this container appeared to be damaged for quite some time. It wasnt until I finished documenting the damages on the PODS container that I stepped inside my garage where the stored items had been placed, to take a closer look; which was when the water damage to our furniture was identified. The PODS driver who picked this container up would be able to confirm all of this information, as he stood witness to all of this. Anyone within the ******* area can confirm the substantial amount of rain that fell between July 2023 and September 7, 2023, which supports the presented claims as well as the damages seen within the photographs provided to PODS.A damage claim was submitted to PODS immediately, and since September 7, 2023, this claims process has been a never-ending nightmare.Initial correspondence began with a claims representative named ******. All photographs, receipts, claim forms, etc. that ****** had requested, were provided. However, even at the beginning stages of this process, my fiance and I would receive automated emails from PODS notifying us that they were closing the claim due to a lack of correspondence/information from us, but our email threads don't lie. On multiple accounts during the initial steps of this process, I responded to the claims representative ****** if not the same day, the following day. However, there was a single correspondence from ****** where it took me slightly longer to get some of the requested information to him due to a family emergency with my now-deceased grandfather.However, regardless of our responses and submittal of the requested information, we continued receiving automated notifications that the claim was being closed due to lack of communication on our part. Please understand, these notices continued even after ****** confirmed receipt of the requested photographs - where ****** told me during one of our recorded conversations, Well, its obvious that this is our (PODS) fault. I see the damage to this container and it should have never been delivered in this condition."This information appeared irrelevant to PODS, as they have now closed and reopened this claim approximately half a dozen times.Since the initiation of this claim (5 months ago), this furniture has been stored in a warehouse for the sole purpose of mitigating additional damages, while also ensuring PODS couldn't claim that we had tampered with anything. Currently, (again, 5 months into this process) there is a new claims representative "*******". As of around January 17, ****, ******* has instructed me to provide a receipt for having the water-damaged property cleaned.... Seriously!! PODS wants me to clean water-damaged furniture that has sat for 5-6 months... How does this return my property to its pre-existing condition or value!?! It doesn't! Then PODS dares to mention filing a claim with my homeowners' insurance??? Why should I, the wronged consumer, have to further burden myself financially by filing a property claim with my homeowners insurance where I would be forced to pay a $1,000.00 deductible and increased insurance rates? How does this make sense to anyone?PODS delivered a damaged, unfit storage container to our home that resulted in $5,000.00 + of furniture being damaged; not including the absurd amount of time this has taken from our jobs and lives in general. Dealing with this company is an absolute NIGHTMARE! This is an ongoing issue that remains unresolved. It has become apparent that this company lacks morals, principles, or any sense of ethics.The only thing the PODS Damage Claim Process has accomplished is establishing their patterns of bad faith. I highly encourage anyone seeking temporary on demand storage services to make PODS your absolute LAST RESORT!

  

  Business Response

  Date: 02/01/2024

  RE:  ************************* (CID 166279663)
          Complaint #: 21216152

  PODS Enterprises, LLC is in receipt of your correspondence concerning customer *************************. On January 17, ****, and January 25, ****, ******************** was asked to provide third-party cleaning estimates and/or additional photos to substantiate that his contents cannot be cleaned. As of February 1, ****, PODS is awaiting the estimates and/or additional photos from ********************.
  
  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: 02/02/2024

   
  Complaint: 21216152
  
  I am rejecting this response because: 

  this complaint was filed September 7, 2023, and it is now February 2, ****. Again, this means that $5,000.00 worth of fabric furniture had sat with water damage for 4.5 months before PODS requested receipts for cleaning? 
  

  In addition, mold colonies begin to form within a 12-24-hour period, thus cleaning our damaged furniture is not a satisfactory resolution, which PODS was previously made aware of on or around January 17, ****. 
  

  PODS was also made aware that at the time of storage, there were no visible signs of mold on the exterior of the furniture.

  Based On PODS response to this complaint, they are sharing only the information that would make and outside party assume that they have been responsive and helpful throughout this process - when in reality, theyve been the exact opposite.

   

  if PODS is going to respond to BBB complaints, they should not only be required to do so honestly, but providing the information that allows one to understand the situation in its entirety  

  Furthermore, our furniture was purchased brand new, without damages or defects, so merely cleaning the damaged furniture does not, and will not, restore it to its pre-loss condition or value. Again, this is not a satisfactory resolution. Honestly, its disrespectful that this was even mentioned after PODS received photos depicting the condition of the container that was delivered to our home. 
  

  PODS has also failed to mention that they suggested I file a claim with my homeowners insurance to seek my desired resolution/outcome - of which, PODS is fully aware that filing a claim with my insurance would inflict addition hardships and financial burden, further damaging my fianc and I. 
  

  A claim would not only require me to pay a $1,000 deductible, but be subject to increased insurance premiums for the next five years until the claim falls off my policy. 
  

  So, PODS recommends a solution that forces me, the wronged, and damaged consumer, to bare the additional burdens  of PODS wrongdoings - again, further damaging myself and my fianc. 
  

  This is not a satisfactory solution and this situation remains unresolved  

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

  

  Business Response

  Date: 02/08/2024

  RE:************************* (CID 166279663
  Complaint#: 21216152
  
  PODS Enterprises, LLC is in receipt of your correspondence concerning customer *************************. As previously indicated in its prior responses to this matter, PODS values its customers and strives to attain the highest standards in the industry. When our customers expectations are not achieved, PODS will do what it can, within reason, to address the situation. On February 8, ****, a settlement offer was presented to ********************. At this time, PODS is awaiting the return of required documentation to enable payment of the settlement sum.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21216152
  
  I am rejecting this response because:

  The settlement provided by PODS is not an acceptable resolution. PODS provided my fianc and I with a damaged and defective storage container - of which, was the direct causation of our loss. 

  It is my understanding that PODS does not market or advertise the sale or rental of "damaged" and/or "defective" storage containers - thus contradicting PODS argument within the provided "settlement". 

  It is PODS responsibility to ensure that PODS, and the representative and/or employee's of PODS, are conducting the appropriate quality control inspections on PODS own storage containers before, during and/or after delivery. 

  This is not an acceptable resolution. 

   

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

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21216152
  
  I am rejecting this response because:

  The settlement provided by PODS is not an acceptable resolution. PODS provided my fianc and I with a damaged and defective storage container - of which, was the direct causation of our loss. 

  It is my understanding that PODS does not market or advertise the sale or rental of "damaged" and/or "defective" storage containers - thus contradicting PODS argument within the provided "settlement". 

  It is PODS responsibility to ensure that PODS, and the representative and/or employee's of PODS, are conducting the appropriate quality control inspections on PODS own storage containers before, during and/or after delivery. 

  This is not an acceptable resolution. 

   

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

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The PODS driver was negligent in dropping off my container and caused damage to my lawn, sprinkler system, and my driveway.I contacted PODS and provided pictures. The representative summarily determined PODS was not at fault. She incorrectly stated I provided the driver permission to drive over my lawn. This is a lie or miscommunication. I replied back that I did not give permission on that side of the driveway, as the driveway is 16+ feet wide and has plenty of room to load/unload the **** There would be no reason I would assume thar risk unnecessarily.I further explained, I did authorize driving on the lawn on the 8 foot circle drive portion for the second **** This area was free from sprinkler heads being in the way. I also specified to the driver where the sprinkler heads were, and he indicated he would not need to drive over them. Regardless, I assumed the risk of that placement.However, on the main drive, I never, and would not give permission to drive over the lawn and sprinkler when there was 16+ feet. Enough for placement and avoidance of the lawn and sprinkler system.I requested a phone call to discuss and the process to elevate my claim. I did not receive a phone call, but did receive another message, again summarily denying my claim. To include a message that I had no further recourse because this person spoke for the ***************** I again requested a phone call, which I have not received.I did not authorize the *** to be driven on my yard where the damage occurred. I specifically pointed out sprinklers on the side I did authorize it. The company accepted my payments of roughly $9,000 with rental fees. But now attempting to use their size and legal team to summarily dismiss their damage without even a discussion. It's shameful and immoral. They make their money, then don't care about the customer.

  

  Business Response

  Date: 01/30/2024

  RE:********************* (CID165441739)
  Complaint #: 21215892
  
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************. ********************** records reflect that ************** did speak with his claims representative on January 30, ****, and the claim was discussed in full detail outlining that PODS stands behind the rental agreement. PODS placed the container in an area pursuant to ****************** instructions. We found that the PODS driver handling the container did not negligently cause any damage to the property from the placement/retrieval of the unit. PODS did operated the equipment in the normal course of business exercising due care under the circumstances. Please consider the terms of the PODS rental agreement that ************** entered into with PODS. It outlines and specifies that ************** is representing to PODS that the area where placement is required placement will have adequate structural integrity to withstand the weight of the container and PODS equipment. Moreover, ************** agreed to assume full risk for and release PODS from any damage to your premises resulting from PODS delivery services. Should ************** desire, he may view the rental agreement by accessing his PODS online account. Should ************** have further documentation to submit, all contact information for the PODS Resolution Specialist assigned to the issue has been provided. 
  
  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:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 28th 2023 a storage container was picked up from 26 **************** ************* bound to the pods warehouse in ************** **. On January 18, **** the same storage container was scheduled to be dropped off at ***********************************************************. On that morning the pod came, but the electric line was too low, the container couldnt be delivered so the driver left with the container. Ive been calling customer service in an attempt to schedule a drop off at my new address *******************************************************************, but I was told by several customer service representatives that my container had already been delivered to ********************************************************. The information on line in incorrect and to make matters worse someone requested an email address change on my behalf which I did not request. Therefore, Im not able to see any information about the container nor schedule a drop for my other in storage. All my belongings are lost. I have a credit card on file so they get their money monthly but when it comes to helping me getting the container Ive been giving the run around by customer service. Please help me.The container is missing with all my belongings. I dont owe the company any money since theres a credit card on file. I have been calling customer service since 1/22/**** in an attempt to rectify the problem and try to get my belongings and Ive been getting the run around. The information in the computer showing that the pod was delivered to ***************************************************** is wrong. And, since no one is willing to help me I resorted to filing a complaint hoping some good news will call out of it. Thank you

  

  Business Response

  Date: 02/01/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***********************. On 1/31/2024, a ********************** representative and **************** reached an agreement involving a Customer Satisfaction credit as a resolution to her claim.  The refund will be completed, satisfactorily resolving the issue.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *************** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that **************** feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

• Initial Complaint

  Date:01/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent a default of payment letter to my old employer in the amount of $3454.50 on a unit that I transferred from me to another person. The other person apparently stopped making payments on the unit. However, the transfer appears to not have been updated in the PODS system. I even have a copy of the name change request with email correspondence from an employee who no longer works at PODS. I emailed that same employee with an undeliverable message. I attempted to call PODS on a few occasions to rectify the issue, but since I don't remember the passcode to the account, nobody is able to help me. I asked to speak to a supervisor today over the phone and was told that I can't since I don't know the password to the account. I am now scared that my credit score will be affected because of this default payment. PODS has made it impossible for me to talk to someone to rectify the problem. I understand I don't remember the passcode to the account, but the issue is that the storage unit was transferred to another person back in 2021. There was email correspondence and a signed name change transfer from me to that other person who defaulted on the payments. I should no longer be on the account at all.It saddens me that I can't resolve the issue based on the fact that I don't know the password to the account. I just want to explain to someone the situation over the phone. I did send supporting documents to **********************************

  

  Business Response

  Date: 02/01/2024

  I am in receipt of your correspondence concerning PODS customer, **********************    On January 30th & February 1st, ****, our PODS advocate spoke with ********************* to explain that the 3rd party who was supposed to take over the account did not complete the name change process.   This in turn left ********************* as the PODS customer and responsible for the account.   ********************* was advised that the account was currently being handled by our PODS billing/collection team and that they would be able to assist as to what would be needed to settle the 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.
  
  

• Initial Complaint

  Date:01/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Transaction Date: 1/2/2024 to present - Service: ******************************** of my personal belongings from WA state to CA - Cost of Service: $2400 - Customer ID: ********* - Complaint/Reimbursement request: ******** - multiple emails sent (17 to be exact) in 5 days to multiple PODS employees. I have dates, and email addresses if needed - multiple calls with about 7 different employees. I have call logs if needed. -Complaint: My service was canceled by *************************** delivery date was moved by PODS. delivery was set for 1/31/24. Delivery is now on 2/3/2024. The reason for the delay was missing documentation. the *********** requires two declaration forms for entry to the state. I understood this & did everything on my end to ensure they received the needed forms. The PODS website was not working properly. They did not receive my signed forms. They requested I print the forms, scan & submit them via email. I did so requesting confirmation of receipt. Never received confirmation. I had to call PODs constantly to stay on top of this to find out that they canceled. NO ONE EVER CALLED ME TO INFORM ME OF THIS. I DO NOT FEEL IT IS APPROPRIATE TO PAY ALMOST $2500 FOR HORRIBLE SERVICE AND THE INCONVENIENCE OF NOT HAVING MY THINGS DELIVERED ON TIME.

  

  Business Response

  Date: 01/30/2024

  Upon completion of our internal review, our team determined that a technical issue led to a delay in delivering ******************** belongings to the intended destination. In our efforts to address this promptly, we attempted to reach **************** on both January 26,****, and January 29, ****. Unfortunately, these attempts were unsuccessful,hindering our ability to discuss the specifics of her desired outcome and any supporting documentation she may have.
  
  However, on January 30,****, we successfully established contact with ****************. This allowed ** to discuss the necessary information to proceed with the resolution process. *************** has expressed her intent to reach out to us with the required details and to discuss her desired outcome. We are committed to working collaboratively with **************** to bring this matter to a satisfactory resolution.

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Each time on the phone with someone new I got a new price as well as wrong information. Was told yes they gave wrong information we will coach them but now the price it **** instead of 700. Was first refused a supervisor asked again and refused again until was finally transferred. As well as co conspiracy and wrong information was given again

  

  Business Response

  Date: 01/29/2024

  I am in receipt of your correspondence concerning PODS customer, *********************************.    On January 26th & January 29th, ****, contact to discuss the issue was initiated with ********************************* in order to address pricing concerns and work toward a resolution.    We currently await ********************************* response. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that ********************************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ********************************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer# ********* Order#******* Case# ********, ********, **********/9/******** to a woman on the phone and ordered the pod. She explained costs and scheduled the drop off date of 12/16/23. She said that it would take 4-7 days for pod to be dropped off at next location. Wife works in logistics and told her that the cost she offered was over market price. She lowered the cost to $2,601.64 12/16/23:Pod dropped off to load 12/18/23:Pod picked up from our location for delivery to new address. Took them until 12/30/23 to deliver container to new address 12/30/23:Pod dropped off to new address, immediately go online to schedule final pickup for 1/15/24 1/2/24:noticed I was charged $127. PODs claims its for drop off. When I called to schedule the pod on 10/9/23 that was not mentioned as an additional cost. The woman on the phone said it should have been mentioned to me then and when the drop off was being made. Twice they did not mention to me an additional cost 1/15/24:The pickup was not made due to weather. The pods company pushed it out to 1/17/23 1/17/24:Pickup pushed out by pods again due to weather to 1/20/24. On 1/17/24 was charged $323.82 since the pickup was not completed by the pods company. At this point I call to file a claim for a refund.1/20/24:Pickup was pushed out by pods again due to weather to 1/22/24. I get on the phone and call to have someone pick up my container and none of the customer service representatives or managers I speak to care whatsoever and even cop an attitude with me. They tell me that there is nothing they can do and when I ask to speak to a manager they say the answer might be the same which is unacceptable. The manager says they they rescheduled the whole route and not just my pickup, still, unacceptable. Still waiting for my refund. 1/22/24: Refused to return the money.

  

  Business Response

  Date: 01/26/2024

  I am in receipt of your correspondence from ********************* concerning our PODS customer.    On January 23rd, **** our PODS advocate spoke with ********************* to address billing concerns.    On January 24th, **** our PODS advocate notified ********************* and our PODS customer that the January 16th, **** container rent & contents protection fee had been refunded.    PODS considers that the matter has been resolved amicably.  
  
  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.