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.
If you've experienced an issue
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:12/31/2023
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.
I originally booked PODS on March 22, 2023. The booking involved a phone call in which I inquired about the claim on the the pods.com website which claimed that if you don't know where you are moving, that is no problem. While it is slightly different now, their website (as of 12/30/23) still claims the following: "No delivery address necessary PODS is perfect for moves when you havent quite ?gured out where youre going to live yet. Whether youre starting a new job ASAP and still need time to look for a place, or your new home is being renovated before you move in, our built-in storage options make it easy to store your stuff with us until youre ready for it."A bit later the same webpage claims: "Moving can be complicated, and we understand that sometimes things can change. With PODS, its never a problem. Were built to be ?exible, so we can reschedule dates and destinations quickly and easily."(***********************************************************************************************************)On the March 22 phone call I was assured that not knowing where exactly I was moving in the area was no problem. All I needed to do, I was told, was inform them once I had bought a house. With this assurance and the claims of their advertising, I confidently booked PODS and loaded my things onto two PODS. On July 11, 2023 I called to schedule the drop-off of my PODS at my new house. I was informed that PODS would not honor their claims and assurances and that I would have to drive to a facility that is about 200 miles from my house to get my stuff from them. I was repeatedly gaslighted on this call and treated as if expecting them to fulfill their promises was unreasonable. The call lasted over two hours with no resolution, though I was told I would be informed within a few days of a resolution. I had to call them again a week later to be told I was refused. Eventually I paid for a second move to get my stuff and essentially moved twice. Order #: ******* Incident: ********
Business Response
Date: 01/05/2024
I am in receipt of your correspondence concerning PODS customer ************************** On January 3, ****, contact to discuss the issue was initiated with ************ in order to address his scheduling concerns and work on a resolution.Customer Answer
Date: 01/05/2024
Complaint: 21075483
I am rejecting this response because: PODS has not contacted me. My old email ****************** has not been consistently working so it is possible they sent an email and I did not receive it. I just went into the PODS portal and changed my email there so it should work now. With that said, they have my phone number and permission to call or text. Nearly all my interactions with PODS has been via phone calls. So, this fits a pattern of my experience with PODS of not contacting me when they promised to do so. Each time I called about my issue I was told I would be called within a few days on the resolution of my issue, but was never called. I always had to call them back a week or more later.
Sincerely,
***************************Business Response
Date: 01/12/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, ***************************. Per our previous response to ************** on January 10, ****, a complete review of Mr. ****** account was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again . However, PODS Enterprises, LLCs position remains unchanged. We welcome ************** to submit any documentation,if available, that *** substantiate his request for further compensation. We are committed to a thorough and fair evaluation and appreciate any additional information that can contribute to a comprehensive resolution. However, based on our review, we have concluded that the offer made to ************** was fair and reasonable based on the review of ****************** dispute. 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.Business Response
Date: 01/17/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, **************************** Following our recent communication with ************** on January 10, ****, we conducted a thorough review of his account, taking into consideration his concerns about the delivery of his container to his new home. Upon careful examination, we discovered that when ************** initially booked the order on March 22, 2023, a destination zip code wasn't specified. Subsequently, when he called on July 11, 2023, and provided his destination details, we regretfully had to inform him that our services were not available in his new residential area.A request for an extended delivery was submitted, however, this was ultimately denied requiring ************** to unload his contents at the local facility. Understanding the complexities during the booking process, we made every effort to extend a goodwill offer to **************. This included a refund and an additional discount on the transportation fee, along with covering the out-of-pocket expenses he incurred. In our commitment to delivering exceptional customer service, we revisited and re-evaluated the situation upon receiving feedback on this complaint. Despite our sincere efforts, the position of PODS Enterprises, LLC remains unchanged. Our assessment indicates that the offer made to ************** was fair and reasonable given the specifics of his dispute.While we genuinely wish we could alter our stance on this matter, please be assured that we thoroughly reviewed the issue to ensure accuracy. If you have any further questions or need additional clarification, please feel free to reach out. Your understanding and cooperation are greatly appreciated.Initial Complaint
Date:12/31/2023
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 was first overcharged for my redelivery when quoted on a recorded line of ****** to redeliver. Tried to argue that and they denied my claim. I scheduled redelivery over the phone as well as a second reschedule of the delivery request online. Requested pod to placed in street with door facing driveway. Driver did not call and placed in driveway at a tilted angle causing damage to items as well as jamming the door shut. Called and explained problem and after 4 calls the district manager called and said it would be repositioned that day. Woke up to multiple pending charges for this which was not disclosed and agreed to for their mistake. Called district manager at ************. Expressed my frustration and asked for a follow up time frame.l because I dont want to keep calling to follow up. I was told you are being an a** Asked to speak to his supervisor because I will not be cussed at or called names, ************************* was on vacation and will call me back at 01/03.Business Response
Date: 01/05/2024
I am in receipt of your correspondence concerning PODS customer, ************************************** On January 5th, ****, our PODS advocate spoke with ************************************* to address concerns outlined in the feedback received. We look forward to working with ************************************* in the hopes of reaching a satisfactory resolution.
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************************************* may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that ************************************* experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.Customer Answer
Date: 01/05/2024
Complaint: 21071616
I am rejecting this response because:
Sincerely,
*************************************Customer Answer
Date: 01/05/2024
I am not satisfied with the responseBusiness Response
Date: 01/09/2024
On January 8th, ****, ************************************* accepted the goodwill offer presented which resulted in the refund for the redelivery fee of the container. PODS considers that the matter has been resolved amicably.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:12/28/2023
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.
* 10/28/2023 -12/26/2023 Rented PODS Storage unit (Original request was : 9/25/2023)* $696.47 Paid with Cred card * Order/REQUESTED: PODS size 8' X 8' X 7' @ $139/ Month :PODS were out of the size I order/requested on the date of delivery to my home. * PODS DELIVERED: PODS size 8' X 8' X 16' @ $199/ Month ( I Never requested this size. Larger PODS was delivered without my consent. Driver stated "We were out of your size 8' x 8' x 7'. So the manager at that PODS site decided to give you the larger PODS at the price rate of your order/requested 8' x 8' x 7' PODS size.* OVERCHARGED PRICING FOR LARGER PODS SIZE delivered to my home. Would like my credit/refund for the Overcharge back to my credit card.I have reached out to PODS MORE THAN 12 TIMES since November 2023. PODS representatives refuse to correct the over pricing of the rental charges they have charged me. The representatives claimed there was a credit on my PODS account. I told them I don't want a credit on PODS. I want the credit back on my credit card. The same way PODS charged my credit card, refund my credit card. * PODS Management has not responded to any of the requests made by me. I received new invoices with different pricing that are still incorrect. PODS representatives constantly refuse to connect me to Spvrs/Mngrs on every call I make regarding the over charges. So, I'm reaching out to BBB. * Customer # : ********* ***PLEASE Review the invoices that were sent to me. PODS has consistently revised the invoices several times after giving me 30% off the *** for their mistakes. Once PODS creates a new invoice the previous invoice will be deleted.Business Response
Date: 01/04/2024
I am in receipt of your correspondence concerning PODS customer ******************************. On December 29th, 2023, contact to discuss the issue was initiated with **************** in order to address his concerns and work on a 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: 01/05/2024
Complaint: 21068227
I am rejecting this response because: Yes, I had been contacted by PODS on Dec 30, 2023. A female stated her name and the position she held at PODS. She stated she wanted to take a few days to review the case and see what she could do to help resolve the issue I was having with PODS. Nothing was resolved. She stated she was calling to inform me; she would be the person handling my case. All emails and phone calls would be coming from her from that point going forward. I have not received any calls from PODS since Dec 30, 2023. No discussion about or regarding "My Complaint" were talked about on that call. She stated she was calling to introduce herself to me.
Sincerely,
***************************Business Response
Date: 01/12/2024
On January 6th, ****, one of our PODS advocates reached out to ************;Stokes to present an offer in the hopes that the matter could be resolved amicably. We currently await ************;****** response.Business Response
Date: 01/16/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************. On January 12th, ****, a PODS representative and **************** reached an agreement involving a Customer Satisfaction credit as a resolution to their claim and the refund will be completed by our ******************* satisfactorily resolving the issue.Initial Complaint
Date:12/28/2023
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.
For ******* and February of this year pods charged my credit card twice. After I disputed the charges they accused me of being late on payments. I have credit over 800 and have money to pay any bills. The customer service they provide isn't helpful at all resolving the issue it's all run around.Business Response
Date: 01/05/2024
I am in receipt of your correspondence concerning PODS Enterprises,LLC customer, *******************************, On January ********, a ********************** representative contacted ****************** to advise of the findings on the case. The customers concern was regarding a double charge, however, findings show that this was due to a chargeback requested by the customer with his bank, therein the charge was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough review, we have advised ****************** to provide bank statements to revisit the case once the paperwork is provided.
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that **************** may have endured. PODS Enterprises, LLC prides itself 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:12/27/2023
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 Pod was to be delivered on 11/25 in the morning as per the agreement with the company. At 751am I received an email that the *** was delivered (email screenshot attached). We went outside to look and nothing was outside. I called PODs to find out what happened and they kept saying the *** was delivered. I kept telling them it wasn't. They called the warehouse in ********* to find out and no one answered for hours. Around 3pm the warehouse manger finally told the PODs agent that the driver "called and no one answered." I never had a missed call from anyone within that timeframe and no voice mail saying hello I'm here to deliver your Pod. I told the agent that I needed the Pod redelivered ASAP and the warehouse refused to correct their own error. They made me wait until 12/5 inside an empty home with young kids. We had to buy new items to hold us over until 12/5. Because of that I requested two months of rent back as compensation. On 12/5 I took off from work to wait for the Pod to be delivered. Two days prior I called PODs customer service and made sure they Pod was going to be delivered on 12/5. The warehouse manager confirmed delivery for 12/5. I waited and no pod ever showed up on 12/5. I called all day and finally around 2pm they said there was an error in the system and that the Pod would not be delivered. They were going to make me wait another week but after hours of arguing they said they would deliver the pod on 12/6. I demanded another month of rental compensation because of the complete waste of time waiting for a pod that I had to call and find out on my own that it was never coming. I filed an internal request for compensation and no one from Pods ever contacted me to ask me what happened. No follow up at all and yesterday after calling again to ask for an update they said we did NOTHING WRONG and that no compensation will be given. I am demanding the compensation I requested (2 months for the initial no show on 11/25) and the 2nd no show on 12/5.Business Response
Date: 12/28/2023
I am in receipt of your correspondence concerning PODS customer, ***************************** ******. On December 28th, 2023, our PODS advocate spoke with ***************************** ****** in regard to the scheduling that occurred with the hope of reaching an amicable 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: 12/28/2023
Complaint: 21061076
I am rejecting this response because:
The person that I spoke to basically said that PODS (as per their rental agreement) even if the company is in the wrong and at fault they do no compensate customers. I provided proof that the driver never called initially on 11/25. When the pod was supposed to be delivered on 12/5 (I verified 2 days prior that they were coming) no one ever showed up. I had to keep calling for hours until finally someone from the warehouse said yeah we don't know what happened but the pod isn't coming today.I am still demanding compensation and will go the courts route if needed. Unacceptable.
and no one showed up
Business Response
Date: 12/28/2023
We appreciate ************************************* feedback. As our PODS advocate explained when speaking with ***************************** ******, as a gesture of goodwill, the matter would be revisited to ensure all concerns were addressed thoroughly. Our goal is to present a resolution that ***************************** ****** will find satisfactory.Customer Answer
Date: 01/04/2024
Complaint: 21061076
I am rejecting this response because:
The company is refusing to accept any responsibility for their obvious error.They requested my phone bill showing no call was made to me on 11/25. After that... they still are saying yeah we called on 11/25.
On 12/5 when they were supposed to redeliver... no one showed up. I waited for hours calling until someone said we aren't going to deliver it today we don't know what happened.
I want compensation to match having to furnish an empty home temporarily for two young kids. Completely unacceptable.
Initial Complaint
Date:12/26/2023
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.
Was given a quote for monthly rental and they are charging me more I should be paying 2@289 and 1@189 the 249 is the redeliver fee not rental they can not read their own quotes and been over billed since August I am due $60 credit for 4 months $240 total and they refuse to acknowledge there is not a signed agreement eitherBusiness Response
Date: 01/04/2024
I am in receipt of your correspondence concerning PODS customer, ***************************. As of January 2, ****, we have resolved all concerns with ****************** to her satisfaction.Customer Answer
Date: 01/11/2024
Complaint: 21057893
I am rejecting this response because: they never issues a credit and then tried to charge my card again
Sincerely,
***************************Business Response
Date: 01/15/2024
I am in receipt of your correspondence concerning PODS customer, ***************************. In response to our previous communication on January 2, ****, a comprehensive review of ********************* account was conducted, and the resolution was deemed appropriate based on the information available at the time. Subsequently, upon receiving feedback on this matter, we revisited and re-reviewed the issue. However, our stance at PODS Enterprises, LLC, remains unchanged. Our analysis indicates that the invoiced fees align with the quoted services that ****************** had booked,and her past-due amount still stands. Based on the findings, we found that the ********************* took corrective action by adding a credit to ********************* account for the overcharge on January 2, ****. ****************** was promptly informed of this adjustment on the same day by AR, who also sent an updated account statement.
Although ****************** expressed her intent to settle the past-due balance of $1,096.00, she has not contacted PODS since then. To facilitate resolution and address any remaining concerns, we kindly request ****************** to reach out to our collections department at ************ regarding the outstanding balance.Initial Complaint
Date:12/26/2023
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.
I set up a *** moving container for my mother, to be delivered in *********** on Dec 16th 2023. The account was set up with my information. To be delivered to CA at the latest on Jan 5th. I got a notification that I had not filled out a spotted lantern fly/gypsy moth form and the pod delivery would be canceled if I did not fill out the form. So, I immediately signed into my PODS account on my phone, filled out the form, got the notification and the *** was delievered. The *** was picked up on Dec 20th, 2023, and I received a call on the 22nd (I got the voicemail as I was at work) that the transportation had been canceled because I did not fill out the above mentioned form. I chatted with PODS for almost 30 minutes because I was disconnected due to "inactivity" although I was actively typing when disconnected, so I stepped away and call, and was on the phone for OVER an hour, explaining that I'd in fact filled out the form and listed the questions asked on the form which I would not know having not filled out the form before. They simply stated they had no record of that and that the new delivery date would be 3 days later. My mother is suffering from cognitive impairment and it's of the upmost importance that she has things around her that are familiar. I asked if it could be expedited, they said they'd request. Fast forward to today, I chatted with customer service again and was disconnected due to inactivity in middle of typing my response, again, I will attach the chat. Where I was told very conveniently that they now have my paperwork but they did not answer my question about expedition and delievery would be on the 8th. IBusiness Response
Date: 01/04/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. The review of the issue that gave rise to this complaint was completed. A request to expedite the transit of ****************** container has been approved. At this time, the redelivery of the container has been scheduled for January 4, ****, resolving the transit time concern.Initial Complaint
Date:12/23/2023
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.
I have been filling out a Gypsy Moth form since 12/18/23. I have filled this for out over 16 times already. Everyday a representative calls me to tell me the form has not been filled out. A representative from you company asked me for my user name and password over the phone and logged into my account and filled it out her self. Then next day when my POD was supposed to leave *************** my shipment was canceled. My POD was supposed to leave *************** 2 days ago and it still has not left.Nobody in your team has been able to figure out why my form doesn't go through.Your Gypsy from takes the information from a users profile an populates the form.My account does not have my phone number as the primary phone number on the website. I have tried multiple times to set a primary phone number. Your team members over the phone have tried to put my phone number as a primary phone number. NONE have worked. Since there is no Primary Phone number on my account on the website, when the Gypsy Moth Form is loaded it appears with no phone number. By the ************* ********** of *********** Animal and Plant ************************* the form requires a Name and Phone Number.Since my Phone number does not appear on the form, my form gets denied. Your team has not been able to figure out this issue since Monday 12/18/23. Today is 12/23/23 and your team tells me my POD cannot take off from *************** until 12/27/23, that's if the issue has been resolved. My POD will now be over 6 days behind. I have to cancel **************** Vehicle transportation and work with my employer to explain why I can't be at my new job at the time I said I will be because of a delay from PODS.I need this issue resolved or I will take legal action.Kind regards,***************************Business Response
Date: 12/27/2023
I am in receipt of your correspondence concerning PODS customer, **************************** On December 27th, 2023, our PODS advocate spoke with *************************** to discuss scheduling and work toward a satisfactory resolution.
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *************************** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that *************************** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.Initial Complaint
Date:12/22/2023
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.
10/16/2023- Requested invoice and W-910/16/2023- Received W-911/13/2023- Received invoice/ balance $1670.7011/14/2023- ********************** confirmed with PODS agent ok to send check11/14/2023- ********************** made out a check and mailed to PODS address PODS Enterprises, LLC5585 *************** | **********, ** 33760Check# ******* for $1670.70 12/06/2023- Called PODS agent was told check never received12/08/2023- Called PODS , agent requested check number and was provided check number ******* 12/12/2023- follow up call back to PODS agent check not received12/12/2023- PODS Agent told the ********************** can waive auction fees 12/12/2023- PODS Agent said to ********************** to cancel check and reissue a new check,, mailed certified12/12/2023- New Bal $2494.6012/14/2023- ********************** mailed out a check for $1670.7012/20/2023- Follow up call to PODS agent check still hasnt received12/20/2023- PODS agent stated it takes 10 business days to cash check once its receivedBusiness Response
Date: 01/04/2024
I am in receipt of your correspondence concerning Chanly Non. Due to Chanly Non's 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 Chanly Non 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 Chanly Non may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that Chanly Non 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: 01/08/2024
Complaint: 21046977
I am rejecting this response I am requesting the billing to stop , because:I havent received a call from anyone and its getting closer to me losing my storage ,, I have attempted to settle this back in November with the help of the The State The *****************************,, Mass Commissions for the Blind they have made payments twice two different checks and still every month Im being billed this needs to stop the monthly rental fees the extreme auction fees and any all fees need to stop asap and removed I feel like the PODS company is making it real hard for customers who cant afford their already high bill to be resolved and settled by adding more fees on top of fees ,, it is not my responsibility that the company is incompetent in locating the first check and second check is really unfair a scam to all customers I want the balance to be wiped out and delivery my PODS storage to me asap Im blind with an autistic child and we was homeless ,, we now have a home and want all of our furniture and a lifetime of memories out the PODS container delivered to us with no more issues ,,, PLEASE!!!
Sincerely,
Chanly NonBusiness Response
Date: 01/15/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Chanly ***. To recap the timeline of events:
On October 16th, 2023, PODS received the requested tax form.
On November 11th, 2023, PODS communicated the details required to facilitate payment for Ms. ***** past-due balance.
On November 14th, 2023, both email and voicemail were utilized to inform *********** about the past-due balance and the status of the scheduled auction.
On November 14th, 2023, the ********************** confirmed sending a check for the past-due balance.
On November 27th, 2023, PODS sent another email and voicemail to update *********** on the past-due balance and the scheduled auction status.
On December 6th, 2023, PODS had a conversation with Ms. **** conveying that the initial check was not received.
On December 8th, 2023, the ********************** was informed of the current past-due balance for issuing a new check.
On December 12th, 2023, PODS advised Ms. *** and the ********************** about not receiving the check, offering to waive auction fees, and suggesting payment via *************.
On December 26th, 2023, the check was received, and Ms. *** was informed that the remaining balance needed to be settled to regain access to her contents.
Subsequent developments:
On December 28th, ****, the ********************** questioned the new past-due balance.
On January 2nd, ****, PODS sent the current invoice statement and explained the fees to Ms. *** and the **********************.
On January 8th, ****, the ********************** provided information for the ************* Payment.
On January 8th, ****, PODS received and posted the payment to the account, ************************ Ms. *** from auction status.
As of the present date, Ms. ***** account is up to date.
We appreciate the opportunity to address Ms. ***** concerns and diligently work toward a resolution. Please feel free to reach out if you have any other questions or if you need additional information.Initial Complaint
Date:12/21/2023
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 11/03/23 I purchased a *** container for a military move. I instructed the sales representative that I was moving to the area of ********* ** but did not have an address yet as I am a new government employee. I was being stationed at ********* **. The container was dropped at my current house on 11/09.On 12/08/23, I gave them the physical address where I was moving to in ******** **. PODs told me that they could not deliver to this address which is less than 20 miles from ********* and just east of *********, a large military base. I was never advised that there were any undeliverable zip codes in the area of ********* **. I requested that the zip code be unlocked but that was denied. PODs offered to deliver the container to a shipping yard that is 1.5 hours away in Liverpool ** with only a $100 discount. This is unacceptable since I would still have to hire a moving truck to do it. I have two kids 4 and 1 and I would not be able to do this in one trip. The service provided does not match the price paid nor is it acceptable. I would not have hired PODs if they told me there was a chance they could not deliver.PODs has refused to refund me the money stating they dropped the *** and it was too late. If I was advised that there was any opportunity they could not deliver the *** I would not have chose them. A *** is used for the convenience of it, it gets dropped at your house and delivered to your new home. It is not reasonable to pay $1800 for a storage container to sit in your driveway for 6 weeks with it being moved to your new location.My issue is that a reasonable and prudent person would not believe that they could not deliver the *** to a town just east of ********* **. The town isnt exactly small, it has a large military population and it has a hospital.I used a government credit card for this move and I was deceived at the service they could provide. I feel like PODs will take advantage of service members who move to *********.Business Response
Date: 12/27/2023
I am in receipt of your correspondence concerning PODS customer, ***********************************. As of December 22, 2023, we have resolved all concerns with **************** to his satisfaction.Customer Answer
Date: 01/02/2024
Complaint: ********
I am rejecting this response because: PODs did not fulfill their contractual obligation to deliver POD to zip code *******************************. They offered to deliver to Liverpool, ** which was outside of their contractual obligation.
Sincerely,
***********************************Business Response
Date: 01/04/2024
I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, ***********************************. Per our previous response on December 22, 2023, a complete review of Mr. ************;account was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODS Enterprises, LLCs position remains unchanged. Based on our review, we have concluded that the fees and scheduling invoiced were consistent with the services **************** booked with a PODS sales representative. 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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