Complaints
This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,560 total complaints in the last 3 years.
- 397 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/10/2024
Type: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 ordered a *** storage bin and instructed it be positioned beside my garage facing the street. They brought the *** delivered backwards with the door against my fence. I called immediately and the woman apologized and said they would bring a new *** the next day. They did not tell me that they charged me a additional ******. This was their mistake. I called back again and told them that this was not acceptable and to pick up their *** and do not deliver another, that I just wanted my money back. They sent me a email stating that they were not refunding. They picked up their *** that was positioned the wrong direction and I am out over ******. This is WRONG!
Business Response
Date: 01/11/2024
I am in receipt of your correspondence concerning PODS customer, ************************** On January 11th, ****, contact to discuss the issue was initiated with ************************** It appears that one of our PODS Customer Resolution Specialists is currently working on providing a resolution on this matter to ************************** We currently await ******************* response.
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************************* may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that ************************* experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.Customer Answer
Date: 01/12/2024
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:01/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My mother rented a pod back in 2022 when she and I were in the process of moving from *********, ** to ***********, **. My mom regularly paid for the storage pod while we worked on arrangements to have someone move our things from ********* to Springfield. Unfortunately, my mother passed away on September 20, 2023 of an infection that went septic. I have been in contact with PODS starting on September 20, 2023 trying to get access to the pod before a new payment would be due to inform them of my mother's death so that I could get my things from the **** It is now January 5, ************************************************************************** debt. The problem here is that my BIRTH CERTIFICATE as well as my dad's shadow box containing military medals is in that pod and there is a letter to me from my mother left in her jewelry box also in that pod. All I am asking for is to get these listed items. I am willing to let PODS sell off the rest of the unit in order to pay the debt. I am filing this complaint because this problem occurred due to PODS giving me the runaround from the day I lost my mother onwards until now.Business Response
Date: 01/12/2024
I am in receipt of your correspondence concerning PODS customer, *****************************. As of January 11, ****, we have been working with ****************** to assist her with access and billing concerning her family members PODS account. ****************** may contact Collections directly at ************,Monday-Friday 9:00 am-5:30 pm EST with any questions or concerns.Initial Complaint
Date:01/05/2024
Type: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 October 20, 2023 Pods delivered a content filled storage container from their storage facility. The Pod was previously delivered successfully and picked up a couple months earlier. On re-delivery the driver used a device called a Podzilla. It is a device that picks up the Pod container and moves it on and off the delivery truck, placing the Pod on a designated surface. Upon re-delivery the Pod delivery driver rolled the Podzilla wheel over the side of our driveway resulting in $3169.05 worth of damage. I provided footage from our Ring doorbell showing the driver did actually cause the damage. Pods first stated the damage was pre-existing and then came back and said that the surface was not sturdy enough to support delivery of the Pod. That is obviously not the case since the Pod had been successfully delivered, sat in our driveway for a month, before it was picked up again with no incident via the Podzilla. I have ring doorbell footage of the incident as well as subsequent photos of the damage. I have gone back and forth with the Pods resolution department to try and resolve the situation. At every turn I am met with a new denial, a new argument as to why their driver was not negligent. During the process of going back and forth with the Pods resolution department I requested to speak with a manager or supervisor. I was told Pods does not have an escalation process. I was at the mercy of one Indvidual who had final say in the matter. Incidents happen, I am simply asking to be made whole for the damage to the driveway. We have already paid a concrete company directly to repair the damages. We have proof the driver was negligent. Shortly after communicating with the Pods resolution department, I filled out a survey. I explained my frustration about what had happened. I was notified that someone would be reaching out. I have yet to receive and email or phone call.Business Response
Date: 01/08/2024
RE: ********************************* (CID 165538144)
Complaint #: 21104588
I am in receipt of your correspondence concerning PODS customer, *********************************. ********************** investigated and reviewed this matter with personnel from the market that provided the services. PODS placed the container in an area pursuant to Ms.Dalehites instructions. We found that the PODS driver handling the container did not negligently cause any damage to Ms. ********* property from the placement/retrieval of her PODS unit. PODS operated its equipment in the normal course of business exercising due care under the pre-existing circumstances. Please consider the terms of Ms. ********* rental agreement that she entered into with PODS. The agreement outlines that ******************** represents to PODS that the area leading up to where placed 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, she may view the rental agreement by accessing her PODS online 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 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. With receipt of this correspondence PODS Enterprises,LLC considers this matter resolved.Initial Complaint
Date:01/04/2024
Type: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.
Looking for a billing resolution also its a not a bussiness account its been mislabeled its personal account offering me settlement through western union its sketchesBusiness Response
Date: 01/05/2024
I am in receipt of your correspondence concerning ***************************; Due to *********************** concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time. Upon completion of the review, a member of our PODS Billing/Collections team will reach out to ******************************* directly to discuss.
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: 01/05/2024
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:01/04/2024
Type: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 entered into a service contract agreement with PODs moving and storage. In the contract, it says the unit would be transported to the location I designated upon request. When I called to schedule the move (Dec. 8th), the request was not fulfilled. I then had to call on Dec. 11 to ask where the location of the storage unit was, to be told it had not yet been sent. Because of this delay, it created a domino effect wherein the storage unit arrived 2 days after the monthly billing cycle ended, resulting in an additional month worth of rent for the storage unit. I was informed that the company had a 3 day grace ******* but since my moving company was unable to come on the 1 day that overlapped with this 3 day grace ******* they instead came on the 4th day in the morning. PODs claims that it was my responsibility to come within this 3 day grace ****** to remove my items to avoid being charged for additional month. My claim is that I would not have had to operate within the three day grace ****** if the request to mail the unit was filled when I originally asked. They additional claim that because I called to scheduled access to the unit 1 day after the billing cycle had ended, I am responsible for paying for an additional month. If they had shipped the unit when I asked on December 8th, I would have been able to call and schedule access to the unit prior to the close of the billing cycle. This also resulted in having to sleep on the floor of an apartment without furniture for additional days and extra expenses incurred by purchasing pre-prepared food, etc. I have spent hours on the phone with them and the last time I spoke with them, the case was elevated to a supervisor. He was extremely rude and when I asked to speak to his manager, he told me there was nothing else he could do and that he would disconnect the call and hung up.All I am asking for is a reimbursement for 1 month of rent because of a mistake that has been acknowledged by PODs already.*PODs corporateBusiness Response
Date: 01/08/2024
I am in receipt of your correspondence concerning PODS customer **************************** On January 5, ****, contact to discuss the issue was initiated with ********************** in order to address his scheduling and billing concerns and work on a resolutionCustomer Answer
Date: 01/08/2024
Complaint: 21098559
I am rejecting this response because although I did communicate with the company regarding this issue on Friday, the company did not issue a refund, but rather hung up on me when I pressed to speak with a manager. The charge I am incurring is based entirely on the companys inability to fulfill their service agreement and deliver my items when I originally requested. I would like to see this issue resolved.
Sincerely,
***************************Business Response
Date: 01/12/2024
I am in receipt of your correspondence concerning PODS customer **************************** As of January 9,2024, we have resolved all concerns with ********************** to his satisfaction.Customer Answer
Date: 01/12/2024
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:01/04/2024
Type: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 business put the pod in the wrong driveway. They told me I would not be charged due to their mistake. They charged me and now are refusing to refund me. They tell me I cannot speak to the complaint department they are only reachable by email. I receive no response.Business Response
Date: 01/05/2024
I am in receipt of your correspondence from ******************************* concerning our PODS customer. On January 4th, ****, our PODS advocate spoke with Mrs. Szklenka and advised the repositioning fee would be 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.Initial Complaint
Date:01/04/2024
Type: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.
10-20-2023 Paid pods an absorbent amount of money to move my things from ******** to **** **. They Quoted me a price that I agreed to. They didn't take it out all at once but instead broke it up into weird payments over 3 months. When they contacted me when it arrived in ****, they told me I had 2 days to get my things out of the pod. I did so and a month or so later they tried to charge me another $947, but my account refused to pay. (lack of funds). I contacted them and made arrangements to make a payment of $100 a month till it was done. They agreed to this over a recorded line. Since then, I have made 2 more payments as agreed, but I had to argue with them that it's what they agreed too. Every time the fanatical rep on the line found the agreement in the notes for the account. On December 20th they took another payment as we agreed, then today I got a call and a letter from a collection agency attempting to collect the same debt, for MORE money than owed. PODS is attempting to collect the debt twice and ruin my credit, dated the 17th. So they knowingly took money from me after dumping the debt onto a collection agency. This cannot be legal.Business Response
Date: 01/05/2024
I am in receipt of your correspondence concerning ************************** Due to ******************** concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time. Upon completion of the review, a member of our PODS Billing/Collections team will reach out to ************************* directly to discuss.
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:01/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We paid PODS over $2,000.00 November 2023 to deliver our furniture from *********** ***** to *********** **********.I've completed the spongy form on five different occasions and still we have not received our items, it's still in *********** ***** We've been given three different dates for delivery and nothing has happened except PODS took money for storage fees.PODS actions are deceptive and criminal.Business Response
Date: 01/08/2024
I am in receipt of your correspondence concerning PODS customer ********************** On January 4, ****, contact to discuss the issue was initiated with ****************** in order to address his scheduling concerns and work on a resolution.Initial Complaint
Date:01/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My family and I just moved across the country, and we hired PODS to help with the moving and storage of our things. Here are the issues/fraudulent behavior I experienced with them:Issue #1: I signed an agreement with them for a clear/specific price about a month before I needed the *** delivered. The morning of the delivery they called and informed me that they couldnt drop off the container because I needed a permit (which they had not told me in any way prior to this). Then, because they chose not to drop the container that day, they also canceled my agreement without my consent, and sent a new contract at a higher price while refusing to honor the original contract pricing (knowing I didnt have the luxury of time to book with a different company). A few days later I got the pod, packed it, and it got shipped across the country and stored for a couple months. And thenIssue #2: I had the pod dropped off at our new house about a week before the next monthly rental renewal, and scheduled it to be picked up a few days before the renewal date. When they came to pick up the pod, my in-laws had stopped by while we were out of town to drop something off, so their car was blocking the pod for about 5 minutes. The driver did not knock on the door, or wait 2 minutes, or call me to get it moved, but instead immediately left without any warning/mention. Then they were rescheduled to pick up the pod 2 days later (still prior to the rental renewal) but they never showed up, and the company themselves said they werent sure why it wasnt picked up that day. So, the pickup was the rescheduled again for a few days later (conveniently AFTER the monthly renewal date), and it was taken away. Because it was picked up just after the renewal, they charged me an extra full months rent (at the higher price they fraudulently bait & switched me on) and now they wont respond to my complaint about the issue. Theyve not acted in good faith from day 1, and Im sick of it. DO NOT HIRE.Business Response
Date: 01/04/2024
I am in receipt of your correspondence concerning PODS customer, ****************************** On January 4th, ****, contact to discuss the issue was initiated with ***************************** in 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:01/02/2024
Type: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 *** we rented had a leak. Once we opened the ***, we discovered several inches of standing water in the rear of the unit. Because of this we sustained water damage to several items: 1) 2 leather handmade custom womans purses worth $200 2) 2 avocado mattress worth $2000 each ($4000) 3) 4 boxes of rare out of print hardcover and leather bound books. Many textbooks that can not be replaced. $2000 4) 1 leather armchair was completely ruined by water and mold. $2000 5) artwork They claim their unit didn't leak when it obviously did. The estimated value of the items lost is at least $8000.Business Response
Date: 01/05/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *******************. On 11/27/2023, a ********************** representative contacted ************ via email advising that her claim was denied. PODS Enterprises, LLC fully investigated and reviewed this matter with personnel from the market that provided the services. We found that there was no physical damage to either unit or no other cause of loss was identified to suggest any leakage. In addition, a pressured water test was performed which confirmed negative for intrusion. We can confirm that the issue was thoroughly reviewed to ensure accuracy.
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************ may have endured. PODS Enterprises, LLC prides itself of its quality customer service and I regret that ************ feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.Customer Answer
Date: 01/05/2024
Complaint: 21054538
I am rejecting this response because: It is very clear from the photographs that there was serious water damage to the contents of the **** The *** obviously had a leak since the contents were saturated in water, there was clearly water damage to the interior of the ***, and there was standing water in the **** The *** was defective, leaked, and damage our property. How did water get into the *** if it didn't leak? There is no doubt the *** had a leak and our contents were damaged because of the leak. We were rented a defective unit and PODS is responsible for the damage.
Sincerely,
*********************Business Response
Date: 01/15/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *******************. Per our previous response on 1/5/2024, a complete review of Ms. ***** account was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODS Enterprises, LLCs position remains unchanged. We found that there was no physical damage to either unit or no other cause of loss was identified to suggest any leakage. In addition, a pressured water test was performed which confirmed negative for intrusion. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.
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