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

  601 NW Mercantile Pl Port Saint Lucie, FL 34986-2258

• 

  PODS Moving & Storage

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

  

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:01/16/2024

  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 signed with PODS for my move from Georgia to **** over a month in advnace. On 1/15/24, I paid their processing and delivery fee of approximately $2300 with an agreed and expected delivery date of 1/16/24. On this day, I was told many things, first:That my POD would be delivered by 10am. It was not.Called back twice, got 2 different answers and an update that my POD would be delivered by 12:15pm now. It was not.I called back, tried to reach out using their chat feature on their website, even tried reaching out via ******* (X) and got all different answers and levels of customer service.I was told again that my POD time was updated to 2pm now. Other times I've called, I've been hung up on, argued with, told their not coming at all today and don't know when it'll be delivered. So many different answers! As I write this, I'm on hold (11 minutes and counting) waiting for someone to find a manager to speak with me. This business feels like a scam and I don't feel comfortable trusting them with my property with this level of customer service but I'm running out of options.

  

  Business Response

  Date: 01/18/2024

  I am in receipt of your correspondence concerning PODS customer, **********************    We appreciate ********************* feedback and our PODS advocate spoke with ********************* to have those concerns addressed.   We provided ********************* an additional discount on the move for bringing the matter to our attention.   
   
  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:01/16/2024

  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 rented a POD on 7/28/23 to store house hold goods on my property, ******************************************************************************************************. I went on their email site on 12/28/23, for pickup and their earliest date was 1/3/24, so I set that up. I was billed from 1/28/23 to 1/27/24, full month. I called them and put in a complaint about full month billed and they said they would only refund $140.84. I think I should be refunded for the unused time 1/4/24 to 1/27/24 or 23 days, $233.28.

• Initial Complaint

  Date:01/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PODS did not adequately explain the charges that I would be paying for monthly storage. They quoted me $279 per month to keep it in the storage facility and failed to tell me I was also paying $70 for insurance. The insurance was absolutely unnecessary as the *** is in their storage facility and should be protected automatically within their warehouse. I would not be responsible for one of their employees going into my unit and damaging my stuff, stealing, or anything else. So they charged me an unnecessary fee and did not tell me they were charging it when we spoke about it. I called and they have since removed it going forward but I would like the months I already paid to be refunded and for their business to be very clear when speaking with customers. They charge far more than other places already and this fee is unreasonable.

  

  Business Response

  Date: 01/26/2024

  I  am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *****************. Upon thorough review, we confirmed that the resolution provided aligns with the details uncovered during the review process. To provide context, during ****************** order booking call on July 5, 2023, our representative initially quoted $49.95 for 10K insurance content coverage.Subsequently, when ************** inquired about increasing the coverage to 15K, the agent quoted an adjusted fee of $59.95, which she agreed to. This adjustment led to the inclusion of the enhanced coverage in her order.
  
  While we understand the nature of ****************** concern and regret any inconvenience caused, we want to assure you that we thoroughly reviewed this matter to ensure accuracy.Unfortunately, we are unable to revise our position on this specific issue.
  
  If there are further questions or if additional clarification is needed, please feel free to reach out. We appreciate your understanding and value the opportunity to address ***************** concerns.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21144858
  
  I am rejecting this response because the business did not fully research the dispute. They reviewed the initial conversation; however my complaint was regarding the times I called in after the my apartment was packed up and placed in their storage. Because I was not planning to keep my belongings in  their storage facility because I was planning to move immediately, I called up to verify the amount I would be paying in storage fees. During the initial conversation, the agent went over many many fees with me and it was also a stressful time during my moving planning, one of the most stressful things people do. Therefore, when my plans changed, i wanted to know what I was going to pay during the unexpected months of storage. I was not quoted the insurance fee during those phone calls.

  The business contacted me and gave me the details of the initial conversation. I think wrote to them twice to ask that they review the subsequent conversations and they have ignored my emails to-date. Please have them review the additional calls.

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

  

  Business Response

  Date: 02/15/2024

  I  am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *****************. Upon thorough review, we confirmed that the resolution provided aligns with the details uncovered during the review process. When ************** booked her order on July 5, 2023, the call representative who assisted her meticulously detailed all charges, including the increase in insurance coverage. On October 4, 2023,************** contacted PODS seeking general information about her order and inquiring about the additional monthly rental fee. During this interaction, she was provided with a comprehensive breakdown of the total charges for the month.************** was fully aware of the charges and had continuous access to all invoices on her PODS website, maintaining transparency throughout the process.
  
  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 **** prides itself on its quality customer service and I regret that Ms. **********;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. With receipt of this correspondence PODS **** considers this matter resolved.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21144858
  
  I am rejecting this response because: I have repeatedly said I was not referring to the one phone call on July 5. I am referring to the subsequent phone calls I made to inquire as to the monthly fee. I asked that they pull those calls which they have not done. Incidentally, in addition I am learning now that when I removed the insurance fee on the container as it was stored in the warehouse, they will not put it back on for my transport, which was also not communicated to me. I demand a refund for the wasted money spent on insurance. I am asking them to research the subsequent calls when disclosures and accurate pricing was not conveyed.

  Also, they need to train their representatives. I am also following with another complaint because I was misinformed by the representative about the delivery. So now that is also an issue. 

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

• Initial Complaint

  Date:01/14/2024

  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.

  On Aug 23 2023 my items were picked up by PODS and a recommended 3rd party, Pack and Load arrived the day prior to assist with packing and day of to Load. My items were to go into a storage unit on the same *** for what I was to have already received quote for, a state to state move.I had 3 separate quotes for the same monthly storage ranging from $100+ to $400. I also had a total quote for my transit. My cc was charged a monthly storage fee of $439 disregarding another quote at the much lower $139 (approx this number I have on file, yet it was not honored for the same service and same location).When it came time to schedule my transit to the new state I was moving, I learned then, PODS was to charge me over $4000 and each time I tried to schedule a date, it was pushed, moved and I was put on hold only to end up with another customer service person. Each one telling me something different and continuing to push out the date of my potential transit.Finally, I got someone that tried to help me, as I found another customer service phone line. As this woman, who's email and contact I do have, thought she was on mute, she continued to swear at PODS as I learned then, my account went into triage and she could not schedule my move. I was locked out of my account, and when she returned to the phone apologetically (Friday after Thanksgiving, 11/24/23) after 4 hours of being on the line with her trying to assist (finally someone who would see the issue and try to help), she was unable to schedule a move and I was unable to secure dates nor access acount. I had to move in December for work and my child's school year. Needless to say, I never got into my account, and I had to hire another moving company to pick up my items, pay them to repack each piece, and I was charged an additional $3,000 on the day. My items in the *** were not properly wrapped, packed/ TV's not in any box or mattress pad cover and they had disassembled everything. Fragile items are broken, destroyed.

  

  Business Response

  Date: 01/17/2024

  I am in receipt of your correspondence concerning PODS customer, **************************    On January 15th, ****, contact to discuss the issue was initiated with ************************* in order to address billing and scheduling concerns.  We look forward to working with ************************* in order 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.
  
  

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21143802
  
  I am rejecting this response because:

  A representative from the ******************* did finally reach out since they responded to my complaint with the BBB.  After several attempts and my opening up my calendar for availability, I was able to speak with ********, who is assigned to my case (per my complaint, I reiterate).

  I completely disagree with the comments about effort to instill optimal customer service. On the contrary, you can find several reviews that state the same as I do.  It is nearly impossible to get someone to assist unless it is a routine, new request. Even with that, I received different quotes for the exact same request, only to then learn that even with my initial request, the order was written up incorrectly.  I have many examples, as well as emails from employees at PODS that apologized, opens cases for me, and attempted to 'expedite' to ************** I never heard back from anyone with a follow up. When I checked in, or tried to get to my account so I could schedule a transit, I learned that my account was in a place that could not be accessed, even by employees. I have this in writing, and in fact, an employee of PODS at a different 800 or 888 number I called from customer service, ended up searching and opening cases after 4 hours of being on the phone with me during the Friday after Thanksgiving, she still could not access my account or schedule my move. Instead she asked that I allow her to follow up in an email and that unfortuantely, I was unable to access my account nor schedule transit and I may never be able to see it only back office could. There are no last names or responses to emails. 

  I had to hire another moving company at that point, I had to fly back to *********** from my destination in *******, meet the new moving truck at the PODS. I was able to talk to the PODS office, on premises, and asked for help from the employees in the office there in *******, while I asked the movers to hold on unloading the ***.  With resistance to be honest, I was able to have the employees share with me that indeed, they could not access my account either and it had various different direction within the system, one saying that my items were going into transit to ******* and one stating the *** would be emptied and account closed.  One of the kind employees mentioned to me, I will give you another phone number to try, because we cannot do anything here, but "don't say I said to call this number." He was right, I was able to utilize the number and get a person on the line, yet the same thing, the person confirmed my account is in triage, and I would hear from Advocacy with a case # (I have all of this in emails, as well).  The run around and time it's taken by phone, customer service passing me on to another customer service person when they didn't know what else to do, or dropping the call altogether, and/or opening yet another case. I can continue to go on, yet I have spent hours and hours on the phone trying to get through to someone to assist me properly and to get my things moved properly.  Not only were the items never transported to ******* by PODS, the company Pack and Load that they referred me to, did an awful job of non wrapping and storing the items in the ***, my dishes, china and some glassware is broken. They may have broke while the *** was moving from my ***************, to the close by storage facility in *******. The PODS company does not want to take any responsibility, yet I can confirm they have a script they use each time someone answers a call, they are unequipped to handle accounts and they are unaccountable to receiving situations where clearly their system is unable to process these accounts. Again, until I received a call from their collections for $10, no one had gotten back to me regarding my case #'s, nor my additional follow up calls where customer service mentioned they have expedited the case and someone from ******************* should be getting back to me within 7 days.  This also occured multiple times. I never heard from Advocacy until I filed a complaint to BBB. For ******** to respond that they uphold customer service in high regard, is unacceptable to say the least.

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

  

  Business Response

  Date: 01/22/2024

  The review found that when ************************* booked the order on August 9th, 2023 there was no mention of moving from ********** to *******.  This is why a local order was booked.   On November 24th, 2023, ************************* called to schedule the move to *******.  A discounted quote was provided, however, due to a system glitch the move was not able to be scheduled on the call & arrangements were made to have the move scheduled by our offline team so an order confirmation could generate.  On November 25th, 2023, ************************* called to schedule to unload the container at the local storage facility as not to incur any further fees and confirmed the container would not be transported. The small balance on the account has been waived.    As a gesture of goodwill, we have also presented a resolution offer to ************************* and currently awaiting a response. 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21143802
  
  I am rejecting this response because it is missing references to many correspondences. The statement is dismissive and irresponsible. This will continue to go back and forth. I absolutely had several phone calls, on the front end in reference to quotes / estimates for a state to state move, including storage. As well, I had several phone calls as I attempted to schedule my items for transit, and lastly, I've had several call attempts to try and understand the cases that were written up by customer service employees (some tried to truly help best they were resourced and here they reference one employee and misrepresent the entire point, she in fact tried to assist and after 4 hours of being on a call, she deemed it was impossible to schedule my *** for transit and would have to work on it and see if she could get around my account in triage, there was no way of my knowing confidently that my items were going to be transported or even located as the 'glitch in the system' ******** refers to sent my account into a state where only the ******************* could access it.  I had multiple customer service representative phone calls, some more successful than others or so it seemed, as they were also not resourced to do anything with my account beyond expedite and elevate the case #'s. NO ONE reached out from Advocacy to address my claims, yet most of the customer service representatives really tried to assist to no avail.  The employees in person, as well, shared that there were other ways to try to get around the many 800 and *************************************************************************************************************************************************** fact, I should be safe and follow through with closing out my *** and my account. I was forced to hire a separate moving company, costing me thousands of dollars and having to repack based on broken and improperly wrapped items when we opened the *** that had been in storage. It is possible these items broke when they transported from my home address on ******** Ct to the storage unit in *******, and I have also addressed this with the packing company, Pack and Load, that PODS recommends directly on their website. They work together although independent contractors.  I have receipts, photos, witnesses of the stress and the delay this caused as I was unable to know if I would be able to access my things. The only viable option was for me to fly back to *********** from *******, go to the location where my *** container was located, hire another moving company to pick up the items and assure they were wrapped and moved to a truck that would be able to confirm transit and unloading to my final destination.  ******** minimized the correspondence down to three dates, and while I'll accept they owe for that month and some additional $10 fee was waived, they were unable to follow through with the transportation of my *** to my location in *******, costing me weeks delay and thousands in additional moving fees. I can provide an itemized list, however this feedback is completely dismissive of the detriment ensued by their so called 'glitch' in the system. Please BBB, follow up with the other reviews from customers using PODS, this business is taking advantage of customers and miss marketing the ********* nature of their business model.  I can promise I stated on more than one occasion in August of 2023 that I was requesting an estimate for state to state move to ******* and that I intended to use the storage aspect in between. This was my sole purpose for using PODS containers. More than one issue here: Even if they believed I was staying in the same zip code, when I was doing my research, I received 3 different quotes on 3 back to back dates in August for the same request. I have these along with the varying quotes. Second, even if I was staying within the same zip code, when it came time for me to move my items to my final destination, I was locked out of my account and the employees of PODS were all locked out of my account. No one was able to access my account nor schedule the move of my *** container to unload at a final destination. This is what actually happened. In the meantime, I was forced to take matters and my items to another company, again, fly back to LA, so I could be in ******* in person, find my *** container and move the items to another vendor who would repack, reload my full size container to a moving truck that would confirm final destination. In order for this company to move my items, I had to pay per piece moved and they had to rewrap so that I was insured with this company.  I foresaw none of this happening when I hired PODS, and I would have saved time, aggravation, and a lot of money had it gone as they advertise and had the advocacy department contacted me when my account first froze and the customer service department reached out with case #'s they created on my behalf. PODS own employees were frustrated, how can their customers not be? 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/13/2024

  Type:Billing 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.

  Cancelled pod delivery. Contract was for free delivery. Pods charged for delivery and charged for cancellation. $300

  

  Business Response

  Date: 01/26/2024

  After carefully reviewing ****************' account, we found that the order was canceled after the container's initial delivery. According to our cancellation policy, customers are typically responsible for the delivery fee, first month's rental, and CPO contents coverage (if applicable). However, in the spirit of goodwill, we've decided to waive these fees.
  
  I'm happy to share that as of January 22, ****, we have resolved all concerns with **************** to his satisfaction. If there's anything else we can assist you with, please don't hesitate to reach out.
  

  Customer Answer

  Date: 01/27/2024

   
  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:01/12/2024

  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.

  PODS moved container from moving state without consent/permission. A tracking device was in storage unit so I was aware of PODS location. POD was unaware I had tracking device in storage unit. When I asked PODS where was unit, I was told *********, ******** when in fact unit was in *********, **. Location issue went on for a month or more. I continued to be in state I was moving from over **** miles away from PODS. Then PODS started hitting my credit card for unauthorized charges, finally resolved that issue. PODS location continues to be issues. Over 15 calls to PODS with complaints PODS issued me a check for $2200 due to ongoing issues with account. I deposit check, spend monies, a few days later I receive letter and email from bank stating PODS stopped payment on check. Ive been calling POD since seeking answers about cancelled check. Almost 3 months later no contact from PODS with answer why check cancelled. This is the worse moving company to use. I would definitely stay away from this moving company. If you are lucky to have call answered there is a language barrier and each call Ive made (over 15 stopped counting), each call over (1) hour. My PODS unit was delivered to my moving location 11/27/2023. Currently PODS attempts to hit my credit card daily for $580.05, last attempt 12 hours ago 1/12/2024, I have no reason why. Last call 12/12/2023, ******* promised return call from representative to date no call about cancelled check or why my credit card is hit daily for unauthorized charge. My drama with PODS started 9/2023, when container picked up.

  

  Business Response

  Date: 01/17/2024

  I am in receipt of your correspondence concerning PODS customer, ******************************* ******.    On January 15th, ****, our PODS advocate spoke with ******************************* ****** to discuss scheduling and billing concerns.  We look forward to working with ******************************* ****** in order 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.
  
  

  Customer Answer

  Date: 01/17/2024

   
  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:01/11/2024

  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 pod and it is being stored at their facility in  Edwardsville, Illinois. In November I scheduled an appointment to access my pod and upon arriving there was no one in the office, there was a phone number that no one answered but the voicemail of requested that no voicemails be left and to contact them via email. After I had driven an hour to get there, I spent the next hour trying to contact someone who worked there because they gave no instructions about where my pod was and how to access it. Online it says all of their facilities are indoors and weatherproof. When someone finally did call me back, I was instructed to go to the loading docks where my pod was sitting on the ground outside. Upon opening it, I immediately noticed mice droppings all over the floor of the pod, on the edge of the outside of the door, and inside the door, which is highly unsanitary, and very frustrating, considering my pod has the most expensive insurance they offer and apparently they have no problem charging me $280 a month while everything becomes completely contaminated with mice. Fast forward to today. I had another appointment to access my pod to evaluate the mice situation. I drove one hour to get there. I assumed my pod would be in the back again. I drove around to the back of the building. It was not there and no one was in the office in the front again and then an employee for pods contacted me and asked When I would be there because they needed to talk to me about getting my POD out for me to be able to access it because they hadnt done so yet. By this time it was already 2pm and the access is only available till 3pm. If I make an appointment almost a week in advance, its safe to assume I will be there in the designated time frame. The pods employee said they hadnt heard from me so they didnt get my pod out. Now I have to drive another hour there next week to get into my pod to assess the amount of damage from their mice infestation in their unmanned warehouse.

  

  Business Response

  Date: 01/19/2024

  I am in receipt of your correspondence concerning PODS customer, *************************. As of January 17, 2024, we have resolved all access concerns with **************** to her satisfaction. 

• Initial Complaint

  Date:01/11/2024

  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 hired PODs for my move from ** to **. They to pick up a filled contained on November 30th at my former home in ************ which they did, I called them in early December to schedule the delivery of that POD to my new address in **************. The agreed delivery date was to be December 15th of 2023. It was never delivered on the promised date. I went away during the holidays and when I returned right around the 27th I called them and questioned them about the missed delivery date. They then informed me I was suppose have signed a document on their website to authorize the delivery. I told them I wasn't told to do this when I spoke to their rep in early December and to pull the call so they can verify that this was the case. I had them file a dispute for the extra month I will be charged for storage. They then informed me that the container couldn't be delivered until January 8th. I asked if it could be sooner because I wouldn't be home until the January 14th. They said they couldn't therefore I changed my plans to be available to be home the day of the delivery and come home sooner to empty it so it can be picked up on January 15th. Otherwise, I would be charged for an extra month of storage. I was told on my last communication with them that my dispute was denied because of policy blah, blah, blah. I asked if they pulled the call and they said they did not. I asked they reopen the dispute and that I demand that they pull the call so they can verify that I wasnt informed about the document and that I should have to pay for an extra month of storage. ******* said she would document the notes. I really doubt she did because the prior rep ***** documented my dispute correctly and Im almost certain this will be the case this time around as well. The document which I was never informed about which caused of the delay of the delivery and also disrupting my prepaid vacation plans as well as extra months storage charges. They aren't willing to take responsibility for their part in the late delivery and adjust off the extra months charge.

  

  Business Response

  Date: 01/15/2024

  I am in receipt of your correspondence concerning PODS customer, **********************************************.   On January 13th, & January 15th, ****, contact to discuss the issue was initiated with ********************************************** in order to address scheduling concerns and work toward a resolution.    We currently await *****************************-Gotshalls 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:01/11/2024

  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.

  $7,850 was charged to my credit card on 11/22/2023. A refund was not provided until 11/29/2023 with the amount of $6,226.24. They say the lesser amount was because I was to be charged $1,441.26 for transport milage but those numbers don't add up. I have spoken to countless representatives who all have a different idea of what is going on. Multiple representatives promised results only to hear radio silence. Having to call back over and over again and explain the situation has been extremely frustrating. There is a large discrepancy between the charges made to my credit card and the invoices provided by the company. Also, my credit score has been effected by this. Had I not had a high credit score to start with, the overcharge of that caliber could have been even worse than it was.

  

  Business Response

  Date: 01/15/2024

  I am in receipt of your correspondence concerning PODS customer, **********************   On January 13th, & January 15th, ****, contact to discuss the issue was initiated with ********************* in order to address billing concerns and work toward a resolution.    We currently await Grace ****** 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:01/11/2024

  Type:Delivery 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.

  PODS was scheduled to deliver my shipping container (***) on 12/8/23 between 8a-11a. On this day, at about 8a, the delivery driver contacted me by phone, asked for photos of the driveway (where the *** was to be placed), and told me he would arrive by noon (an hour late). I sent him the photos. (PODS requires a 12-foot driveway for delivery. My driveway is 12 feet wide.) A little before noon, I used PODS's virtual assistant to find out where the driver might be. Shortly afterward, the driver phoned me and said the *** couldnt be delivered, and that Id need to unload it at the PODS warehouse. This was going to require renting a **Haul, driving to the PODS facility, unloading my *** into the **Haul, then driving back home to unloading the **Haul into my apartment. Also, if the driver had attempted delivery, why didn't he let me know he had arrived? This was upsetting, so he told me to call customer service. I did. The first time I spoke with customer service, they told me that my *** could in fact be delivered, and that my case was a priority, and that it would be delivered at 12:40p. At 1:30p, when the *** still had not arrived, I called customer service again. This time, they told me the driver was picking up and delivering other pods but I was next, and that I should expect my pod by 3p. When 3p came and I still had no ***, I called customer service again. The agent told me that my pod wouldnt be delivered until 12/9/23 or 12/11/23. I took off work to move in to my apartment on 12/8/23, but I had to lose another day of work to receive the *** on a different day. Ultimately, a very friendly PODS ***** Services" employee delivered my *** on 12/9/23 for an additional cost of $398.70. IN SHORT, PODS REQUIRES A 12-FOOT WIDE DRIVEWAY TO DELIVER PODS. MY DRIVEWAY IS IN FACT 12 FEET WIDE, YET PODS INSISTED THE *** COULD NOT BE DELIVERED, AND INSTEAD CHARGED ME THEIR $599 "CITY SERVICES" DELIVERY FEE (AFTER MUCH PROTEST ON MY PART, DISCOUNTED TO $398.70).

  

  Business Response

  Date: 01/12/2024

  I am in receipt of your correspondence concerning PODS customer ************************   As of January 12, ****, we have resolved all concerns with **************** to his satisfaction. 

  Customer Answer

  Date: 01/24/2024

   
  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,
  
  ***********************