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:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was moving from ****** to ******* and need to transport my belonging as well as keep them in storage for a few more th until I was able to secure new housing in ******* area.I tried to Book a container for end of November to load at my home in ****** which was to be transported to storage facility in *********** and held n storage until I could find housing in ************.Apparently this was a problem at time of booking and could only keep at local storage in ****** area and I had to rebook to move container afterwards. Which I did for 1st week of December.This wasnt done as I discover late December when I tried to attempt to book time to access my container.All records of this was removed from my online account. But according to phone person the order was cancelled for unknown reason and no notice provided to me either before or after.I had to rebook the transfer and the time to access the container. Requesting them for management involvement to address the issues and call me back.I called back again to reconfirm container was moved, and told it was but my access wasnt booked. Agent I talked with hung up on me. I had to call back again. And then told my container wasnt moved which was quickly acknowledged as an error and it was. I was also told my access was fine for the next day and. Reconfirm this 2 more times before ending the call and again requested management involvement and a call back which had still not happened I showed up to access my container early January to find out my time wasnt booked and no record of my showing up existed. After some complaint and explanation time, facility proceed to make my co Rainer accessible. Though I had to wait.I also mentioned to office staff at the refusal by management to communicate with me in any way. I still have not heard anything from management. This neglect is highly insulting.A refund of the transport charges or 3 months free storage is requested as compensation

  

  Business Response

  Date: 01/26/2024

  As of January 25, 2024,the review of **************** account has concluded, and a resolution offer has been presented. We are currently awaiting the return of the finalized documentation from ************ to proceed accordingly.
  

• Initial Complaint

  Date:01/21/2024

  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.

  PODS was scheduled to deliver my PODS container to my new address on 1/15/24 and pick up empty on 1/16/24 and agreed on the phone that doing this would avoid an additional months rent. They rescheduled the delivery due to no fault of ours and then proceeded to charge the full months rent anyway. Upon talking to customer service they said there had been a credit approved for a partial amount. Upon asking about the partial amount they are claiming that they cannot refund the sales tax portion of the charge. I am not understanding why they are allowed to retain sales tax on a charge that was not supposed to be processed in the first place. **************** is ineffective at best and can only provide scrupted answers. Seems like a scam to oops continue to charge a customer after lease was ended and then oops cannot issue a credit for the full amount paid. Although not a large amount of money, -$33, its still the principal that I owed them $0.

  

  Business Response

  Date: 01/23/2024

  I am in receipt of your correspondence from *********************** concerning our PODS customer.   On January 23rd, ****, contact to discuss the issue was initiated with *********************** in order to address billing concerns and work toward a resolution.   We currently await ******* Bells 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:01/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used a POD to move from Pittsburgh PA to Wilmington DE. All went well until recently when it was time for them to pick up my empty POD, which is on a Wilmington street with a city permit lasting from its delivery on 1/13/24 until 1/22/24. I scheduled pick up prior to the drop off date for Tuesday 1/16. Pickup could not be completed Tuesday due to space issues with street parking, so it was rescheduled to Thursday 1/18. I had a service window of 2:45-5:45pm for pick up but did not hear from the driver so I live chatted with an associate who said they were very delayed and would be picking up at 8pm. This pickup never occurred due to "unforeseen" circumstances, which was not communicated to me; I again had to chat with an associate to learn this at 9pm that night. Pickup was then rescheduled to Friday 1/19 and cancelled for weather. After this, I was told I would be placed on a "high priority" list. Finally, pickup was rescheduled to 1/20 (today, as I am writing this) with a window from 6:30-9:30am (See attached screenshot; my portal still states this date and time despite it being past). I called PODS customer service 5 times today when they have not shown up and each time the ETA was pushed back, from 9:30 to 10 to 10:30 to 11:40 to 1:15 to 4. It is now 4:15 and my unit is still here. My parking permit will expire on Monday and they do not pick up on Sundays, so the POD will be towed. Multiple people on the phone today have guaranteed pickup today, said I was the next customer to be serviced, or that I was first in line. They have also contacted people at the local warehouse (in New Castle, DE) who have either not answered or just further pushed back the ETA. I want to ensure that this unit is picked up and that I am not held liable for towing as I wanted this unit gone five days ago. I paid $203.50 for unit drop off/pick up at this location and $1,958.07 total for PODS services.

  

  Business Response

  Date: 01/23/2024

  I am in receipt of your correspondence concerning PODS customer, ***** *******   On January 23rd, 2024, contact to discuss the issue was initiated with ***** ****** * order to address scheduling 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:01/20/2024

  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 incident occurred on Thursday, 12/7. PODS moving and storage was attempting to deliver a storage pod to our neighbor. The PODS driver attempted to deliver the pod via the ally to our rear facing neighbor (4147 *******************************). During the delivery, the PODS forklift and moving equipment entered onto our property (without permission) and ran into ********** structure and garage door causing structural damage. Damage also included concrete and landscaping (all brand new as of October 2023). The PODS employee observed the incident and inspected the damage, but did not contact us regarding the incident (property damage, hit and run). The damages sustained to our property are a direct result of the PODS equipment - as evident in the provided video footage from our security camera that document the damage occur. The quote to fix the damaged property is $3700. A claim for property damages was filed with PODS. They denied the claim stating their equipment was not responsible for damaging the clients property. We were not their client. And photographic and video evidence documenting the incident clearly identified PODS as responsible, Photographs of the damaged and video documenting the incident are accessible here:************************************************************************************

  

  Business Response

  Date: 02/02/2024

  I am in receipt of your correspondence concerning a third party complaint against PODS Enterprises, LLC, ***************************. Per our previous response on 01/17/2024, a complete review of Ms. ******** complaint was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service an additional review upon the receipt of the feedback for 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 the third partys property consistent with PODS equipment. In addition, the complaint was reviewed with our local PODS team as well. 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 Ms. ******** 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: 02/11/2024

   
  Complaint: 21174184
  
  I am rejecting this response because it is based on a false account of actions taken by PODS. 

  First, in their response PODS states: "a complete review of Ms. ******** complaint was completed, and the resolution therein was deemed appropriate based on the facts of the review."

  As we communicated to PODS the conclusion was based on inaccurate 'facts' that have not been addressed. Please see below. We have continually asked for additional details regarding the review of the claim and evidence. 

  From PODS: 'PODS received your claim concerning damage to your garage door and frame from the placement/retrieval of your container onto/from your premises. We fully investigated and reviewed this matter with personnel from the market that provided the services. We found that the PODS driver handling your container did not negligently cause any damage to your property from the placement/retrieval of your unit. The claimed damages arent consistent with PODS equipment causing damage. PODS operated its equipment in the normal course of business exercising due care under the circumstances.' 

  Our response: "We find the current denial lacking in specificity, especially given the evidence provided, including video footage and images. The damages sustained to our property during the delivery, as outlined in our initial claim, are substantial and warrant a more thorough consideration of the circumstances. We request a detailed explanation outlining the specific factors and considerations that led to the denial of our claim. The evidence at hand supports the conclusion that the damages are a direct result of the PODS equipment. Respectfully, we seek a comprehensive clarification of the decision-making process that led to a contrary determination. Additionally, we must emphasize that our status as non-customers during the incident seems to be misrepresented in your records. Please rectify this error in your communications and address the claim in the context of the incident that transpired on 12/7. The PODS container did not belong to us. The PODS driver handling the container entered onto our personal property without permission when attempting to deliver the storage unit to the house across the alley. After unsuccessfully delivering the unit and subsequently damaged our property, the unit was moved to the street. Finally, please provide clear guidance on the procedures for appealing the denial....."

  While PODS states that in the spirit of customer service an additional review was completed, this was not communicated to the customer - nor is there any proof that this action was completed. We do not agree that the issue has been thoroughly reviewed to ensure accuracy. The lack of action, communication, or correction or prior errors does not support this claim from the business.

  Regarding further action, we have filed a police report, provided a letter from the PODS customer that witnessed the event, and discussed the damage with our home owner insurance adjuster who agrees that the damages are consistent with the PODS delivery machinery observed in the video. Further, a complete review of our home security video confirms that PODS is the only entity to enter onto our property and cause the damages in dispute. 

  Please note the attached letter from your customer, stating he heard the incident from his property while the PODS driver we attempted to deliver the storage unit. For reference, the ****** policy report number is 24-54544. 

  We thank the BBB for their support., 

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

  

  Business Response

  Date: 02/21/2024

  Thank you for bringing your concerns regarding the alleged damages caused by PODS to our attention. We have thoroughly reviewed the video and photos provided, and after consulting with the local management team, we find no evidence to substantiate the reported damages.

  The video footage clearly shows that someone was present on-site during the delivery on December 7, 2023, and there is no indication of damages being reported or claimed at that time. Our local management team has confirmed that they do not recall any damages caused during the delivery, and no reports were filed by them or any other relevant parties.

  Moreover, upon careful examination of the video, we observed that the damages being claimed do not correlate with the type of damages that would have been caused by the PODS equipment. The nature of the damages would have been more substantial if indeed caused by our equipment.

  It's noteworthy that the damage claim was reported two days after the delivery, raising questions about the timing and the accuracy of the claim. The absence of any immediate reporting or documentation at the time of delivery casts doubt on the validity of the claim.

  We understand the importance of addressing customer concerns promptly and thoroughly. In light of the evidence and information gathered, we are confident that the damages reported are not attributable to the actions or equipment of PODS.

  If there are any additional details or information that could shed more light on the situation, please feel free to share them with us. We are committed to resolving this matter amicably and ensuring our customers' satisfaction.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21174184
  
  I am rejecting this response. 

  Thank you for your prompt response and attention to our concerns. We appreciate the opportunity to provide further information and clarify the circumstances surrounding the reported damages.

  
  After your review, we'd like to emphasize that our attempts to contact PODS directly regarding this matter have been challenging due to the absence of a customer service line or any mechanism for reporting issues. In fact, we had to pose as customers to establish communication with anyone affiliated with the company. Hence the delay in contacting PODS to report the issue.Also noting again that the PODS employee did not report the issue to us.

  
  It's crucial to note that our video footage captures the entire history from the installation of the garage door to the point when the issue was reported. There are no other events aside from the damages caused by the PODS delivery on December 7, 2023. Unfortunately, no PODS employee inspected the damage in person. While you report talking to local management, there is not mention of talking with the driver involved in the incident.

  
  Given the circumstances, we kindly request information on the driver's willingness to provide a personal account of the incident for the police report, along with certifications confirming their ability to operate the machinery involved. This additional perspective can contribute to a comprehensive understanding of the situation.

  
  We remain confident that the damages reported are 100%attributable to the actions or equipment of PODS, and we are committed to resolving this matter cooperatively. If there are any further steps or documentation required from our end, please advise.

  
  We appreciate your continued attention to this matter and look forward to a swift resolution.

  Sincerely,

  
  ***************************

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair 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 used pods to do a move. I had ordered moving blankets with them. The blankets never arrived, they did refund me money. The manual labor that they suggested I use showed up 2 hours late and did not bring tape. They took the unit and stored it. 3 months later I had them drop it off. The man asked me where I wanted, I showed him the spot. With no objecting from the company rep he placed the unit. He did make ruts in my yard but the price of doing business. I selected that the unit be picked up 01/08/24. I had them put it off for a couple days because it was going to rain that day. When a different guy shows up he said he couldn't take it because it was too wet. Mind you these were the same conditions that it was left in. I told the representative that is no problem but I am not paying to store their unit. He said no problem. The next day they tried to charge my card for another months rental. They then gave me a date that they will pick it up. In the meantime I tried to negotiate not getting charged for this month's rent. In the negotiation they mentioned they could pick it up earlier then the date they gave me, I said fine. They did not come earlier and it rained the night before, so the unit is still at my house.

  

  Business Response

  Date: 01/27/2024

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. After a thorough review of the issues expressed, we have finalized our assessment.Regarding the matter with the movers, we offered to facilitate a connection between ****************** and his chosen moving service to address the issue. It's important to note that PODS is not affiliated with recommended movers to customers. However, ****************** declined our assistance in this regard.Additionally, we extended our support to help him set a claim for possible property damage, but this offer was also declined.
  
  It's worth mentioning that ****************** signed a placement waiver, acknowledging and accepting the placement of the container on a non-paved surface. While this service option is available for PODS customers, there are potential issues associated with placing containers on such surfaces, including ground moisture and stability concerns,uneven grounds, and soil compression.
  
  Recognizing an opportunity to enhance customer satisfaction, ********************** proposed a resolution to *****************, which he has accepted. Currently, we are in the process of finalizing the resolution by awaiting the return of the last required form to proceed with the agreed-upon reimbursement. Once we receive the necessary documentation, we will expedite the refund process to ensure a swift and seamless resolution.
  
  We appreciate your patience and understanding as we work to bring this matter to a satisfactory conclusion. If you have any further questions or concerns, please feel free to reach out.
  

  Customer Answer

  Date: 01/29/2024

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

  P.S. I am having issues with them receiving my signed contract. Hopefully this will be resolved soon.

• Initial Complaint

  Date:01/18/2024

  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.

  They put $559.52 charges on my credit card that I didnt owe. I owed $****** dollars for delivery to my new address plus storage of $****** for storage but I didnt know where I was going to find a place to live I told them ****** ** because I was going to stay with my daughter and thats where she lived so they charged me extra because I moved to ********** ******* she quoted me $250.56 instead of the ****** which was fine but then $434.85 went on my card I called about it they took it off then they put $334.07 and then $$225.45 I dont owe either of these amounts I sent email after email to *********************** in the dispute department and she didnt even reply to any of my calls and she sent 2 emails with tacky remarks and not doing her job She said in one email we did give you a refund of ****** and I said yes after you kept doubling the charges Ive been trying to get my money back since September 25th they wouldnt even return calls to my bank so they gave up but Im not and by the way they dont give receipts. I hope and pray you get results for me I threaten to go to the media to *********************** because she sure doesnt care about customers and your my last hope so if I dont. I will go to the media about Pods and you know why this happened because every time you call you get a different person and thats when all the different charges starting showing up on my card Thank you for your time If you need to call me please do

  

  Business Response

  Date: 01/26/2024

  I am in receipt of your correspondence concerning PODS customer ************************ On January 19, 2024,we reached out to ************** via phone call to initiate a discussion about the concerns she had regarding billing, aiming to address them collaboratively and work towards a resolution. Once an update is available, we will be reaching out to ************** directly to keep her informed of the progress.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21165441
  
  I am rejecting this response because:

  There has been a mistake because know one has called or spoke with me about this matter. I have received emails but no phone call.

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

  

  Business Response

  Date: 02/06/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************. Regrettably, ************** was charged a fee in error due to unforeseen circumstances. I want to reassure you that we have taken swift action to rectify this issue. On February 5, ****, ************** was promptly notified, and the overcharge has been refunded to her as of the same date. The refunded amount is scheduled to be mailed to **************, with an anticipated delivery within the standard **** business days.
  We sincerely apologize for any inconvenience this may have caused and greatly 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.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21165441
  
  I am rejecting this response because: Im waiting on the check to clear and we will go from there 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/14/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************. Regrettably, ************** was charged a fee in error due to unforeseen circumstances. I want to reassure you that we have taken swift action to rectify this issue. On February 5, ****, ************** was promptly notified, and the overcharge has been refunded to her as of the same date. The refunded amount is scheduled to be mailed to **************, with an anticipated delivery within the standard **** business days.
  We sincerely apologize for any inconvenience this may have caused and greatly 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.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21165441
  
  I am rejecting this response because:
  My last reply was Im waiting on the check to clear my bank as of today February 15th **** I havent even received the check when I do we will go from there.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/17/2024

  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 has been a nightmare. They were due to pick up my pod the 8th of January/2024 - they ended up picking it up the 9th. But only because i raised issues to high h*** They canceled my pickup without notice and told me they would pick it up later in the month. After all the h*** i raised, they picked it up the next day with the delivery driver apologizing profusely.The next issue -- my POD was due to be SHIPPED on the 15th. Each customer service rep claimed that my pod was shipped on the 15th, based on their "schedule" even after i informed them that the pod was not physically moving despite the schedule. The hispanic reps at the **********, ** (****** and *******) both none the less insisted that the pod was moving when it physically was not. I have an airpod inside of the pod. Both PODS and their representitives actively misrepresent when the pod will actually depart and be shipped and conflate their 2-week deadline as room for shipment, when you've paid good money to ship your hard earned posessions to your new state. These pod reps DO NOT CARE. Some will call the local yard where the pod is, while other will deny that they can even contact them. In any case, they will often put you on hold and then DISCONNECT YOU when they cant get a solution or know they won't reach a solution/supervisor.I was continuously disconnected from call centers in the philipinnes despite dialing in as an "active duty" mover. This is how an american company treats military and government workers? Yep! 100%! YOU DO NOT MATTER TO THEM, ONLY YOUR MONEY.I DEMAND A BILLING ADJUSTMENT FOR THE AMOUNT OF TIME I SPENT ON THE ***** AND DISCONNECTED AND RUNNING AROUND WITH YOUR DOMESTIC AND FOREIGN EMPLOYEES along with your LIES.

  

  Business Response

  Date: 01/22/2024

  I am in receipt of your correspondence concerning PODS customer, ********************   On January 19th, ****, our PODS advocate spoke with ******************* to discuss concerns about scheduling and the communications that took place with our PODS Sales & Service Center.     We are thankful that ******************* brought these matters to our attention and provided a resolution offer which ************** accepted.   PODS considers that the matter has been settled amicably.
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that **************************** 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:01/17/2024

  Type:Service or Repair 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.

  Jai command trois containers chez PODS au mois de juillet 2023 aprs avoir demand une soumission. (STORAGE #1 1 mois et 6 jours #2 1 mois et 3 jours #3 1 mois) + voyage Qubec-******* .Jai dpenser 25 195,95 $ chez PODS . Malheureusement le contrat na pas t respect de la part de PODS. Les montants nont pas ts respects, les dates de livraisons nont pas t respectes .Jai cris un e-mail de toute la situation PODS, pass 7 appels en 40 jours et ********************* leurs nouvelles. Aucun retour dappel ! Le dossier est ferm sans pr-**** et doit tre rouvert. ******* ne comprend pas, la superviseur ne comprend pas puisque le dossier est facile rgler . Au bout de 40 jours je reois un e-mail. Le voici, *We have completed a thorough review of all interactions related to the case. We have concluded that all events were conducted appropriately during the interactions with our associates.We have therefore determined that your request cannot be approved.We sincerely apologize for any inconvenience experienced. Ils moffrent par la suite dentr en contact avec eux si je ne suis pas satisfaites de la rponse. Malheureusement je nai pas un autre 40 jours attendre aprs eux. Je suis dgout de la faon que jai t trait ! Je suis dgout de la faon que jai t drob et surcharg ! Je suis dgout par le manque de professionnalisme de PODS .Je ne peux rattraper ce temps perdu ny faire disparatre tout le stresse et lanxit que cette exprience ma apport et mapporte encore aujourdhui.

  

  Business Response

  Date: 01/26/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. A review of the issue that gave rise to this complaint is currently underway. **************** has been assigned a PODS Advocacy Representative and has been contacted to advise of assignment and provide contact information while the review proceeds.  We will continue to work with **************** until the review is complete and will provide details and appropriate resolution accordingly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *************** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that **************** feels she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer Answer

  Date: 02/07/2024

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

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair 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.

  On 8/28/2023, PODS delivered a 16' storage unit at our previous home that we were selling at ****************************. The *** was delivered on the paved driveway. When I received a copy of the invoice (attached), it had a $50 fee attached to it which is only paid in the event that a *** is placed on grass or gravel. I contacted them right away and asked them to refund the $50. They sent it to their complaint department. I was contacted and told that they would investigate it. I sent them a picture showing them that it was placed on pavement and I also spoke with the person who picked it up and they saw that it was on pavement. The *** was never moved from the time it was placed there on 8/28/23 until the date that it was removed on October 16th, 2023. I have contacted them several times since, but have had no response. I would appreciate getting my $50 refunded as soon as possible. Thank You.

  

  Business Response

  Date: 01/26/2024

  I am in receipt of your correspondence concerning PODS customer, ********************** Due to unforeseen circumstances, ************ was charged a fee in error. I would like to assure you that we have promptly addressed this issue, and as of January 19, ****, she has been refunded in full. The refunded amount should be reflected in her account within the standard 3-5 business days. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are further inquiries or if additional information is required, please feel free to reach out.
  

  Customer Answer

  Date: 02/04/2024

   
  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!  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Pod with PODS Moving & Storage, origionally paying $553 for the Pod to be delivered to my home. The Pod was picked up yesterday 1/15 and later in the afternoon I was charged $2,750 for the transit. I receive an email at 12:45pm today that my order had been canceled because I had not signed the "Spongy Moth" document that was never sent to me until this morning. It took me maybe 2 minutes to fill out and submit the form but since my delivery had been canceled with no warning, the delivery date is now 4 days AFTER it was originally scheduled for yesterday. It is ridiculous no one sent me the form prior to picking up my Pod or prior to charging me thousands of dollars. The woman on the phone said there was nothing she can do but I should be compensated for false advertising and having to wait even longer for the Pod to be delivered. She was not able to send me to a manager to complain which is very concerning.

  

  Business Response

  Date: 01/26/2024

  I am in receipt of your correspondence concerning PODS customer, ************************. As of January 19, ****,  we have resolved all concerns with Ms. ***** to her satisfaction.