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

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

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

  
• 

  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  

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:11/12/2023

  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.

  We are a Military family moving from one state to another. - Company charged for service they did not provide.-No resolution to current case no. Or dispute no. Here is the problem. Company was set to deliver two 16ft pods. One Pod was set to be delivered on 11/3/2023 and the other on 11/4/2023 in ***********. *Pod # ****B124 was set to be delivered 11/3/2023 between 7am to 10am, at around 11:41 am of 11/3/2023 and still no word from anyone at the site or driver, I had to call for information from the company since there are no ETA on my online account. So called and was told the site in ********* is having issues with their forklift. Was upset cause there was no courtesy call stating what had happened. Asked the representative to reschedule for drop off on 11/6/2023 and pick up on 11/7/2023 Tuesday, was told they cannot pick up that 11/7/2023 Tuesday because they dont service my area (************) on Tuesdays. So disappointed that I had to make more adjustments of my time and take more days off from work and lose hourly wages(expressed it to the rep.). Settled and Scheduled for pick up 11/8/2023. Before we ended the phone call I asked the rep to ask the site if they can for sure deliver the other pod, pod#******BX the next day 11/4/2023 and they said yes. 11/4/2023 Saturday arrived and same thing happened, no call or information from the company and had to call. Only to find out they are still having the same issue as 11/3/2023, so had to reschedule again for 11/11/2023. The Pod#****B124 was delivered 11/6/2023 and picked up 11/8/2023. Fast forward to 11/11/2023 Saturday for the drop off of pod#******BX same story as the week before no call and no information on line for the delivery of my pod only to get told the site dont service my area Tuesdays,Thursdays and Saturdays! Why wasnt the information passed, the first time, when I asked if theyll be able to deliver 11/11/2023, not only once did they allow delivery to get scheduled for a Saturday they were specifically asked if they can deliver and the site manager said yes, I believe his name is ****. Now its the same story. Realizing the mistake the Rep. ****** they can deliver 11/12/2023 Sunday its already approved and there is a driver assigned. So I agreed for Sunday delivery. Today 11/12/2023 Sunday I am having the same issue. Same scheme. On top of this they had charged us twice on the same month for the 2 pods. That if they delivered the first time we wouldnt be in the situation. 11/11/23 charge $331+ 11/8/2023 charge $334.95 and as of today 11/12/23 pending charges 331+334.95.

  

  Business Response

  Date: 11/17/2023

  Customer ID # *********
  ******************** Complaint # ********
  
  I am in receipt of your correspondence concerning PODS customer ********************************;  On 11/8/2023 contact to discuss the issue was initiated with ******************** in order to address his concerns and work on a resolution.  The container has been delivered and we are in the process of review and 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 ******************** 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:11/10/2023

  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.

  All of these statements were made by Pods, and our experience was anything but that. We continued to have customer service issues; pick up issues; delivery issues; logistics issues. Also, we over were charged. We were continually assured this never happens and that these issues were out of their control and that we would need to request a claim for someone from corporate to contact us. We did this three times and received no contact from anyone. The last time, Aug 4th I made sure to get the contact information of the person I would be hearing from. His name is *************************, and his direct line is ************. I never heard from him, and when I tried calling on Aug 17th, I received no answer.Originally in May decided to go with Pods over a moving company due to the price and flexibility. The moving company quote was $3800. Pods offered us a more affordable option. Pods quote was $3,460.34. Pods actually charged me $3,707.76, had I known this I would have chosen the moving company and wouldnt have had to go through all the issues we had with Pods. Something to note is one of my pods was never transferred to ****** even after I personally called to process my order, which was weird. We kept getting the same answer It's a logistic problem, also weird. I called Pods a series of times between June 30 - July 10 trying to locate my pod. On July 10th I called Pods and asked for the warehouse manager's name for ******, *********************. I live 13 mins from that warehouse. So I went down to talk to ***** in person because Pods **************** had reached the end of their ability to help me. They also claimed that the delivery schedule was Overbooked and slammed packed for the weekend. My pod after being located was set to be delivered on July 12, ironically the same date that I was supposed to be recharged for another month of use for my pods. I went to speak with *********************, who was off that day and ***** was filling in for him. ***** said according to their computer system my pods had already been delivered on June 30th. I told him only one was delivered and the other one was stuck somewhere else. After further investigating the situation thats when I was made aware of a mistake, my pods had identical ID numbers showing they were delivered on June 30th. ***** helped me find my remaining pod, which wasnt in the claimant-controlled facility like we were promised but outside in the sun in the middle of July. The warehouse was able to deliver my pods and pick up my remaining empty pod the same day all because I lived 13 mins away and spoke to someone in person. We thanked everyone including the delivery personnel and he responded No, thank you guys. If it wasnt for yall I would have had to go home early. I asked him Really? So in your words, you wouldnt say that your department isn't overbooked and slammed packed? (Like I had been told earlier on the phone by a Pods CS associate) And he responded Nope! I said, Thank you! Pods as a corporation are anything but what they promise. They completely take advantage of customers mentally, physically, and financially. Not only do they not equip their staff to properly be able to help you they ensure they cant. Even though the customer service reps were kind and tried to help they couldnt. Pods' so-called easy pay-as-you-go policy is nothing more than a way to advantage of consumers and for them to further line their pockets. I understand that this is a business and everyone has to make money, however, as a customer I abided by Pod's consumer policies and responsibilities all the while they didnt hold up their end of the policies and responsibilities. Due to their inability to solve these issues in-house as a company, I am at this time pursuing legal action and requesting a full refund at this time.Offered to call me back for help with settling the claim and have herd nothing back from them.

  

  Business Response

  Date: 11/17/2023

  I am in receipt of your correspondence concerning PODS customers ***************** and ****************************   On November 13, 2023, contact to discuss the issue was initiated with Mr. and ********************** in order to address their scheduling concerns and work on a resolution.  

• Initial Complaint

  Date:11/09/2023

  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 signed a contract with PODs agreeing to a drop off/pick up of a POD from my MA address and delivery of the POD to my address in TX. The pick up of the POD in MA was nearly unsuccessful as the driver drove to the wrong location (not what was listed in the contract) and then threatened to not go to the correct location. I called him several times after he claimed he needed to speak with his manager and he did not respond. Despite PODs claiming a my physical presence was not needed, it was. Upon arriving in Texas, I measured my driveway to confirm the dimensions were suitable. I called customer service and confirmed it would be okay for delivery. However, on the day of delivery, I received a call from the driver saying it was not possible. He recommended that I request a refund from PODs as customer service should have never agreed. He also recommended that my movers go to the holding facility and then move my things from there. The movers agreed but this increased the price (attached receipts). When we arrived at the facility, they said our POD was lost (was actually labeled with a completely different name). We spent over an hour looking in each POD to find our things. Not only was it concerning that our belongings had gone missing but it seemed unsafe that they allowed us full access to other people's things. It also showed that, if the POD delivery was successful to our home, our things wouldn't have even been ours. Considering that PODs did not deliver my belongings nor provide the agreed service, I requested a refund. A dispute was opened and, for about 3 months, I continued to follow up (see attached). They claimed I never sent receipts despite evidence that I did. Finally, I called and they said there was an error and that the case was closed without resolution. They called their supervisor and promised a resolution. Upon hanging up, I received a notice saying they are closing the case and will not respond as to why.

  

  Business Response

  Date: 11/17/2023

  I
  am in receipt of your correspondence concerning PODS customer, ***** ********
  As of November 13, 2023, we have resolved all concerns with Ms. ******* to her
  satisfaction. 

• Initial Complaint

  Date:11/09/2023

  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.

  After doing extensive research, I chose PODS due to their ability to match rates that were offered by competing companies. After agreeing to their service based on a "transportation mileage" cost of $2,529.13 on Sept 22, 2023, the company then increased my "transportation mileage" cost by $1,641.01 when I needed to adjust the destination location from ********** to **********, even though the distance traveled from ******* to ********** is almost exactly the same. Distance PODS ******* to PODS **********: **** Distance PODS ******* to PODS **********: **** At the time, I was not concerned about the location change because the distancefrom ******* is essentially the same, so I was falsely led to believe the "transportation mileage" cost would be essentially the same regardless of the destination being ********** or **********. At the time of my destination change to **********, the service rep required me to pay theadditional "transportation mileage" cost of $1,641.01 to get my POD moving, but conveyed confidence I would be reimbursed approximately that amount when my case was reviewed.Due to feeling my belongings were suddenly held hostage by PODS, and due to the confidence conveyed that I would be reimbursed, I responded with extreme hesitation in a recorded call, while ultimately submitting to the additional charge with the understanding that I would be reimbursed. Since then, my "customer advocate" has dismissed my reimbursement request and "closed" my case.If I had known this to be the outcome, I would have picked up my belongings from ********** and driven them to ********** myself at afraction of the additional cost PODS charged me. I am requesting that PODS look at my case and reimburse me the extra transport mileage cost I felt forced to pay.Sep 22 transport mileagequote: $2529.13 Oct 19 transport mileage charged: $4175.14 Extra charge requesting to be reimbursed: $1646.01

  

  Business Response

  Date: 11/17/2023

  I am in receipt of your correspondence concerning PODS customer, *****************. As of November 10, 2023, we have resolved all concerns with ************ to his satisfaction. 

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20850663
  
  Yes, hello. I am rejecting this response because I have not received notice of any reimbursement from PODS as requested in my previous correspondence. 

  As previously sent, the summary of my case is as follows:

  Summary:
  Use of the term "transportation mileage" in PODS' quote falsely led me to believe the transportation cost would be essentially the same regardless of my destination being ********** or **********. My agreement to pay an additional amount of $1646.01 at the time of the location change was under the pretense that I would be reimbursed the majority of the difference, which is evident in a recorded call with PODS from October 19. 
  ---
  Full Overview:
  After doing extensive research, I chose PODS due to their ability to match rates that were offered by competing companies. After agreeing to their service based on a "transportation mileage" cost of $2,529.13 on Sept 22, 2023, the company then increased my "transportation mileage" cost by $1,641.01 when I needed to adjust the destination location from ********** to ********** on Oct 19, even though the distance traveled from ******* to ********** is almost exactly the same.
  
  Distance PODS ******* to PODS **********: 2343
  Distance PODS ******* to PODS **********: 2344
  
  At the time, I was not concerned about the location change because the distance from ******* is essentially the same, hence charges associated with "transportation mileage" would seemingly be equivalent. In other words, use of the term "transportation mileage" falsely led me to believe the transport cost would essentially be the same regardless of the destination being ********** or **********.
  
  At the time of my destination change to ********** on Oct 19, the service rep required me to pay the additional "transportation mileage" cost of $1,641.01 to get my POD moving, but conveyed confidence I would be reimbursed approximately that amount when my case was reviewed. Due to feeling my belongings were suddenly held hostage by PODS, and due to the confidence conveyed that I would be reimbursed, I reluctantly submitted to the additional charge under the pretense that I would be later reimbursed. This will be evident upon review of the Oct 19 phone call. 
  
  If I had known PODS would then reject reimbursement, I would not have submitted to the additional charge and would have picked up my belongings from ********** and driven them to ********** myself at a fraction of the additional cost PODS charged me. I am again requesting that PODS look at my case, consider the confusion caused by use of the term "transportation mileage", consider my expectations at the end of the Oct 19 phone call, consider the reality of the destinations being the same distance from *******, and reimburse me the extra "transportation mileage" cost I felt forced to pay. 
  
  Sep 22 "transportation mileage" quote: $2529.13    -->  Distance PODS ******* to PODS **********: 2343
  Oct 19 "transportation mileage" charge: $4175.14   -->  Distance PODS ******* to PODS **********: 2344
  Extra charge to be reimbursed: $1646.01
  

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

  

  Business Response

  Date: 11/28/2023

  I am in receipt of your correspondence concerning PODS customer, *****************. Per our previous response on November 10, 2023,  a complete review of ************* account, ********************** position remains unchanged.  In reviewing ************** account, when ************ updated his destination PODS gave ************ a complete breakdown of cost that he agreed to, PODS has billed *********** accordingly.
  

• Initial Complaint

  Date:11/09/2023

  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.

  I scheduled a move from **************, ** to ************ **. I consulted with the PODS associate and based on the info I provided they recommended an 8ft *** to accommodate all of my belongings. When the *** arrived all of my belongings did not fit so PODS charged me for an additional *** that was not needed had I been advised appropriately the first time costing me upwards of $2,000 in additional moving fees

  

  Business Response

  Date: 11/14/2023

  I am in receipt of your correspondence concerning PODS customer, ***********************.     On November 11th, 2023, contact to discuss the issue was initiated with *********************** in order to address concerns about container sizes and work toward 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: 11/14/2023

   
  Complaint: 20850448
  
  I am rejecting this response. I would like to be refunded for POD. We have spoken to ******** and are waiting for her response.  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/20/2023

  On November 15th, 2023, our PODS advocate presented a resolution offer to the claim with the hopes that *********************** would find it satisfactory so the matter may be able to be resolved amicably. 

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20850448
  
  I am rejecting this response because:we are asking that pods move another steps toward the $1,000 which we believe is %50 of the extra i paid. We will fully accept $900 and be finished. Thanks for meditating. 

  your 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/21/2023

  On November 21st, 2023, our PODS advocate notified *********************** that the requested resolution had been granted.   We currently await the return of the document from *********************** that will enable the credit refund to be processed

• Initial Complaint

  Date:11/09/2023

  Type:Billing 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 9/7/23 I ordered a container to be delivered to my home. I was quoted $217.39 for delivery and one month container rental. Then was to be charged $89 to deliver to new address and $69 to be paid at time of Pods picking up and empty pods. I have been charged $742.06. I was refunded $303.18. They cannot explain the discrepancy in the amount I was charged and the actual amount I was quoted. This pod was delivered 15 minutes down the road. Now they are trying to collect another $92.69 and threatening to send me to collections. I have spent countless hours on the phone with this company and no one can tell me why the extra changes. All amounts are in dispute with my credit card company.

  

  Business Response

  Date: 11/11/2023

  I am in receipt of your correspondence concerning PODS customer, **********************    On November 11th,  2023, contact to discuss the issue was initiated with ********************* in order to address billing 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.
  

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20849588
  
  I am rejecting this response because: I have called Pods back two times and left voicemail to return my call. Now I am getting emails stating I owe ***** and threatening to send me to collections if I refuse to pay. The only balance I should have is $51.32 which I offered to pay and still threatening collections. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/15/2023

  On November 15th, 2023, our PODS advocate was in communication with ********************* providing a breakdown of the pricing for the move including the credit card disputes ********************* filed which led to the reason why there is a current balance due on the account.     As a goodwill gesture, we also provided a credit refund for part of the final pick-up fee. 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20849588
  
  I am rejecting this response because:

  I have received credits for a portion of my overcharges from pods and me disputing with my credit card company the charges. However, pods is still shows a charge on my account  of $92.69 which was not  part of my invoice and me ordering to receive the pod. They are now stating they will give me a refund of $14.87 honoring the original pick of pod price of ***** when they were already charging me $66.19.My account balance should be $*****. As I have already paid the $217.39 for the monthly charge and $89 for the delivery of container to my new address. The balance should be $***** for final pickup of the pod which I have offered to pay. Please See original invoice attached 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/20/2023

  I am in receipt of your correspondence concerning PODS customer, *********************. Please see below for a breakdown that has been provided to ****************. Initially, the order began as an On-site order and later switched to storage. The container didnt go to storage, so the order was switched back to on-site- causing billing adjustments back and forth. 

    

  • The charges of $92.69 and $33.47   = left $126.16 credit on PODS account. 
  • There was a refund of $26.50 which should have left a credit on the account of $99.66. 
  • From the $99.66 the final pick-up fee of $66.19 was taken leaving a credit of $33.47. 
  • The credit of $33.47 was not able to be refunded as ********************* had disputed that amount with the credit card company, so Ms. ***********;already received those funds due to the chargeback. 

  **************** also disputed the $92.69 that had been returned due to the chargeback,  however, that amount was due back as it was used to cover the final pick-up fee of $66.19 and the $26.50 that had already been refunded.    

   

  The Pods Customer Advocate representative subsequently notified **************** that the original order confirmation had the *** at $51.32 and **************** was charged $66.19. This was because of the going back & forth between on-site to storage to on-site the *** fee changed. 

    

  The Pods Customer Advocacy representative submitted a goodwill courtesy CSAT to cover the difference of $14.87. At this time, the outstanding balance is now $77.82. This is valid and is only outstanding due to the chargeback. 

  
  

• Initial Complaint

  Date:11/09/2023

  Type:Billing 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.

  Back in September of 2020 I rented a POD in ***** **. It was to remain stored there in one of their facilities until I figured out where I was going to live (the pandemic was getting really bad at this point and I'd lost my job as a real estate agent because no one was buying or selling). I have been paying monthly storage fees for 3 years. I recently moved to *******, **. I recently contacted PODS about getting my POD delivered and was first told that it was in still in *****. Then I was told they could not find it. Then I was told it was in *************. Once they'd determined where it was, they told me that I had paid no monies up for delivery and it would cost thousands to get it back. Then today, 11/9/23, a representative who was trying to explain why I'd received a charge on my credit card for almost $700 last night said that it was the difference between what I'd paid previously and what it would cost to deliver it from *************. So I'm being told two different stories. Now, they are trying to charge me thousands of dollars to get my belongings back from ************* and hundreds more in storage fees to keep them in *******. This was not part of my original agreement with them! They are doing a "bait and switch" and are holding my belongings (including my father's ashes) hostage. I keep getting bounced around from one customer service representative to another with no resolution and I still don't have my belongings. All I want is to get my POD delivered (with NO ADDITIONAL CHARGES) so I can unload my belongings and be done with this. I need help! Please!

  

  Business Response

  Date: 11/11/2023

  I am in receipt of your correspondence concerning PODS customer, **************************    On November 11th, 2023, 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.

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20848696
  
  I am rejecting this response because: All this communication I've received says is that theyve tried to call me. Which they did, on Saturday. They left a message. Ive called them twice today (Monday) and have left messages both times.
  

  I havent spoken with anyone, nothing has been resolved, so no, this case is NOT closed. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/17/2023

  On November 13th, 2023, our PODS advocate spoke with ************************* to obtain additional information and explain the steps going forward to be able to work toward a resolution. 

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20848696
  
  I am rejecting this response because: the issue is still ongoing. All their statement says is that we are working on the issue, which we are. My complaint will not be dismissed until it is resolved, which it currently is not.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/27/2023

  The container has been in the *********** storage center for (3) years  - since 11/4/2020

   

  The customer claimed he did not want the container to ship to MA review found that the customer was advised on 10/12/2020 that the container would be shipped out and held in ******* until the customer was ready.  The customer called back on 10/25/2020 rescheduled the *** & the agent changed the *** accordingly.  There was no discussion about the *** or that the customer wanted to cancel shipping at that time.

   

  In September 2023 Triage had to kill and re-book the order for some reason which caused the customer to get notifications like if the container was just shipping out.

   

  This information has been shared with the customer.

   

  I am not sure what ETA of delivery is & as far as charges we can have AR send a statement.

   

  There is nothing scheduled on the account now the customer needs to do an IF to IF conversion or unload at the current storage center.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20848696
  
  I am rejecting this response because:

  PODS, which has caused the problem to begin with, makes claims that they did nothing wrong and have proof of this, yet they refuse to offer any proof of this. So they expect me to just take them at their word, even though its clearly in their best interests for me to do so. I have official, professional communications from them, as well as screen shots from my online PODS account, that show that they DID make errors and took actions against my will or wishes and prove my case, yet they (conveniently) say those were sent by mistake and are incorrect and should be ignored.

  I am fully prepared to file suit against this company, which based upon the BBB records has THOUSANDS of complaints against them in just the past few years.

  Someone needs to hold this company accountable for their sham business practices.

  DO NOT USE PODS!

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

  

  Business Response

  Date: 11/30/2023

  We appreciate ******************* feedback and can confirm a thorough review was conducted.   ************************* was supplied with the order confirmation from when the order was booked on October 12th, 2020 showing that the container was scheduled to ship.  The review did not find that ************************* objected to the shipping date or contacted PODS before the shipping date to cancel it.    We apologize that we would not be able to meet ******************* request to provide additional PODS services at no cost.
   
  
  

  

  Business Response

  Date: 12/06/2023

  Review of the call from October 12th, 2020 found that ************************* was advised the container would ship out on the 27th and the shipping would be billed on the 20th.  
   
  
  The agent recapped at the end of the call Get that shipped out and hold in the storage center in ******* til youre ready to have that delivered.     ****************** did not object to the container being shipped out to MA after the Return to Storage. 
   
  
  The attached order confirmation from October 12th, 2020 shows *** of 10/27/2020.
   
  
  The call from 10/25/2020 found that ****************** changed the Return to Storage to 10/28/2020 due to this the agent moved up the *** to  10/29/2020.  Neither the *** or shipping was discussed during the call.     Order confirmation from 10/25/2020 also attached.
   
  
  Triage did maintenance on the order in September 2023 and when the new order got created automatic emails went out this is why ****************** thinks the container shipped in September 2023.
   
  
  Logistics confirmed the container shipped on 10/31/2020 & arrived in ******* on 11/04/2020.
   
  
  This information was all relayed to ******************
   
  
  ****************** wants PODS to ship the container from MA to IL at no cost.
   

• Initial Complaint

  Date:11/09/2023

  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 paid PODs a one-time payment on 9/13/2023 via a bank debit card the amount of $1,792.65 for the delivery of my container from ** to MD. The delivery was set for 9/30/2023. PODS made another unauthorized charge the same day of $38.00 (without my permission) and can't give me a explanation for the charge. The container was not delivered on the arranged date. No one from PODS contacted/notified and I had organized and paid movers, etc. I scheduled another delivery date with PODS for 11/4/2023. I called to confirm the move and was told that the container would NOT be delivered because I needed to sign a form. I e-signed the form and scheduled it for delivery on 11/11/2023. I'm on the phone with them for almost an hour and they are not sure that my container will be delivered. I have been told that I will have to pay a re-delivery fee for a container that has never been delivered. I've been told that I will have to continue paying rent for my container although I've been trying to have it delivered. My family is visiting next week and my furniture is in my container. PODS is holding my container hostage! I will NEVER use PODS again and would not advise anyone else to use them. There is a lot more to this story where PODS dropped the ball, but there aren't enough characters to give you the details. EVERY time I call, I'm on the phone for at least an hour and there is no resolution. I should be compensated for my inconvenience and time wasted. I requested an invoice for my payment and have not received it. I have been hung up on by a representative. This is insane and unacceptable business practices. I would like a credit for my $438.00 that was an unauthorized charge. PODs customer service is the worse! I have tried emailing as well as over the phone and have not received a satisfactory resolution. I get a different answer each time.

  

  Business Response

  Date: 11/17/2023

  I am in receipt of your correspondence concerning PODS customers, *************************** and ***********************. On November 10, 2023, contact to discuss the issue was initiated with ******************** in order to address her scheduling concerns and work on a resolution. At this time we are trying to reach ******************** for verification purposes, please have ******************** contact PODS.

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20848319
  
  I am rejecting this response because: As explained many times, *************** is no longer involved in the PODS account/container contents as this was an ugly domestic violence divorce and ***** has a new phone number, email etc.. ***** called two years ago July 2021 to transfer the name on the container. I was told that this was all that needed to be done. Every since the rental fee has been automatically deducted from my bank account. My name is on the account as an authorized person.

  PODS have taken unauthorized funds from a bank account that was supposed to be a one time payment for the delivery fee for the container to *********. An additional $438 was taken. I was charged for a container fee of $50+ dollars that was never charged and an additional $100.00 for rental fee. PODS continual to add money and can't explain what it is for.

  When the initial delivery was scheduled I was never told that there was an attempt to contact ***********  Each delivery date there was another excuse for not delivering the container. No one ever spoke to me on November 10, 2023. The last time that I spoke with someone at PODS, I was told that they were told not to speak to me and someone from another department would return my call and never did. I have been totally dismissed by PODS staff via email and telephone.  PODS have MY (NOT **************.) property and holding it hostage! They have stolen my money.

  I am requesting my property and the money that they took out of my account without permission and the overcharge for fees that I did not agree to.  I have rental insurance already.

  I have had to purchase new furniture, household items, clothes, etc. because they are in the container.
  

  Thank you, BBB!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/01/2023

  I am in receipt of your correspondence concerning PODS customers, *************************** and ***********************. On November 10, 2023, November 13, 2023, and November 28,2023, contact to discuss the issue was initiated with ******************** in order to address her scheduling concerns and work on a resolution. We invite ******************* to contact us to discuss the issue further so that we may provide a resolution. All contact information for the PODS Resolution Specialist assigned to the issue has been provided.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20848319
  
  I am rejecting this response because: the property does NOT belong to *******************. The payments and fees have NOT been withdrawn from ******************** account.

  NO one have reached out to speak to me via telephone on these dates, whatsoever. This is a total fabrication. Why are you trying to reach ***************************. We are divorced. I have explained this several times. You continue to withdraw money from MY account. You are NOT ************************ money from *************************** account. *************************** will NOT respond or SPEAK to you because he has NOTHING to do with this account any longer or me, his ex-wife.

  Please refund the money you withdrew unauthorized from my accounts along with the additional money and fees.  Nowhere is this in addressed in the response. When I paid for the delivery of my POD, you NEVER asked about ***************************! Why all of a sudden when I am requesting my money returned and POD?

  This is robbery, fraud and a scam!  I am not the only complaint regarding PODS doing this to their customers.  PODS has a bad reputation of practicing this and it needs to stop! They need to be exposed. As now a single-parent, I refuse to give my hard-earned money to PODS! PODS should be ashamed of how they are treating customers and stealing from them! God will not be mocked.

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

  

  Business Response

  Date: 12/14/2023

  I am in receipt of your correspondence concerning PODS customers, *************************** and ***********************. On November 10, 2023, November 28, 2023, and December 4,2023 contact to discuss the issue was initiated with ******************** in order to address her scheduling concerns and work on a resolution. At this time we are trying to reach ******************** for verification purposes, please have ******************* contact PODS.
  

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20848319
  
  I am rejecting this response because: ******************** has ABSOLUTELY nothing to do with this!  All payments has solely been coming from my account.  The delivery payment and subsequent payments unauthorized monies have been taken from MY account! Mr. *************************** is estranged and alienated from me! He is disgruntled and vexed. He won't respond for child support. I HAVE explained this several times and PODS continue to ignore this and hold my property hostage! He will not respond!  I want MY property!!! 

  PODS does this to so many people.  They have a history of taking money out of people accounts and holding on to there property. They leave people on hold for hours and never respond satisfactory. They don't respond to emails. This should be a class-action suitcase! PODS are a fraud-a scam!  There are tons of complaints with BBB and others.  Why aren't they being held accountable for this?  This is nothing short of THIEVERY!!!  People work hard for their money and they are stealing it from them.  Shame on PODS!!! I want my money back and my property. I will not stop until I get it! I am raising two children ALONE and PODS is stealing from them!!! I

  I am praying that PODS will do the right thing. God will prevail in this!  Believe that PODS...
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/19/2023

   I am in receipt of your correspondence concerning PODS customers, *************************** and ***********************. On November 10, 2023, November 28, 2023, and December 4, 2023,, contact to discuss the issue was initiated with ******************** to address her scheduling concerns and work on a resolution. At this time, we are trying to reach ******************** for verification purposes,  as he is the owner of the account. ******************** and ****************** have changed the payment card on file via a secure payment site previously and have used the container for Ms. ******** items in the past with ******************** permission, however,  until we hear from ******************** confirming, we can give access and/or add ******************** or ****************** onto the account, we are not able to deliver the container to the requested location. Please have ******************** contact PODS.

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20848319
  
  I am rejecting this response because: *************************** contacted PODS in July 2021 to make the change! PODS neglected to make the change. This was communicated to me.  Please pull the phone call recordings.  Ms. ************ name is on the account already. If this was the case, why did and are you withdrawing payments from the account for the delivery and rental??? You will NEVER reach ***************************. So what, now??? He does not want to be reached to make matters harder for me. I want my property!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/27/2023

  I am in receipt of your correspondence concerning PODS customers *************************** and ***********************. On November 10, 2023, November 28, 2023, and December 4, 2023, contact to discuss the issue was initiated with ******************** to address her scheduling concerns and work on a resolution. At this time, we are trying to reach ******************** for verification purposes, as he is the owner of the account. ******************** and ***************** have changed the payment card on file via a secure payment site previously and have used the container for Ms. ******** items in the past with ********************' permission. Based on our records, the calls made from ******************** from July 2021-September 2021 did not mention a name change on the account. Until we hear from ******************* confirming we can give access and/or add ******************** and/or ***************** to the account, we cannot deliver the container to the requested location. As of December 27, 2023, PODS is awaiting contact from *********************
  

  Customer Answer

  Date: 12/31/2023

   
  Complaint: 20848319
  
  I am rejecting this response because: PODS is being dishonest! My name is also on the account. ********************** informed me that they saw in the notes that ***** called in to change the name, but this was not done and said that they were going to do it.  PODS dropped the ball and are lying to cover their butts. If this is the case, why did they take the delivery payment, etc.??? Reimburse the monies along wit the unauthorized monies that was stolen. PODS are thieves and crooks and will do anything to continue to continue to receive payments.  What a ripoff.  This is a big back and forth their word against mine.  Pull the recording since the calls are recorded!  This should settle things.  This is ridiculous.  This should be a class action suitcase against PODS for all of the complaints that BBB has against PODS. They are scammers! How can you assist besides going back and forth with them? They wlll continue to lie to cover their butt!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/09/2023

  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.

  This past April I hired PODS to move my belongings from ** to HI with a stop in ** for $7000 plus $500/** for storage in CA. When I was ready to leave CA to HI, PODS changed the contract and is now charging me an additional $4000 for the final leg of the trip. I have been trying to reach a customer service representative for the last 3 weeks via voicemails and emails, but nobody is responding and they are still charging me the $500/mo fee.

  

  Business Response

  Date: 11/13/2023

  I am in receipt of your correspondence from ***************************** concerning our PODS customer.  One of our ********************** special service team members will be reaching out directly to address concerns and work toward 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: 11/14/2023

   
  Complaint: 20846947
  
  I am rejecting this response because: I have been requesting to speak with somebody to resolve this issue twice a week for over a month now. I leave emails (which nobody has responded to), and I call customer service every time I call customer service only to get the same response: "one of our service members will be reaching out". I am about to start work as a physician assistant for the *** in ****** and I have no belongings, PODS is not addressing the issue, and on top of everything they are still charging me a monthly fee. Attached is a copy of the emails ignored by PODS staff. I stopped writing emails on 11/7, because that is when the customer service representative told me it was assigned to a new staff member who would be "reaching out in the next few days".  I want PODS to respect the original contract for which they charged me over $7000, and deliver my belongings without charging me an additional $4000.

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

  

  Business Response

  Date: 11/17/2023

  On November 15th, 2023, one of our PODS special service team members spoke with ***************************** who accepted the solution presented in regard to the transportation costs.   PODS considers that the matter has been resolved amicably

  Customer Answer

  Date: 11/23/2023

   
  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:11/08/2023

  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 has been using deceptive, unethical and misleading business practices. They lack communication and only ask for money to ignore the customer. I have been trying to get my POD delivered to ******* since the beginning of October, they did not respond to me until I filed a complaint with the attorney general. I had to file a complaint for them to honor my payments, even after I showed bank statements. Furthermore, they explained my transit fee was $1,992.51, and they charged all four of my cards $6550, that is more than 3x the amount, there is no way that is a mistake. as of November 6th, by account had a zero balance. They issue me a credit, and then I somehow have a balance of $27 on there how does that make any sense? When I asked ro an explanation they claimed it was for an invoice. HOW? I was paid up? How do you credit an account with a zero balance, and then have the customer pay more? As you can see from the statement as of October 13th I owed $248.48. And you can see from my bank account I paid that amount 3 times after the 13th.I have the invoices, and bank statements proving everything was up to date. They explained once I paid the $27 the pod will be in transit to *******. I paid that earlier this morning, and have yet to receive any communication from them, despite multiple follow **** All they do is ask for money, tell you its a price, charge the more than 3x the amount and then ignore you. PLEASE HELP ME I SHOULD HVE BEEN MOVED INTO MY NEW PLACE BY 10/31/2023 BUT DONT HAVE ACCESS TO MY STUFF BECAUSE THEY WON'T COMMUNICATE WITH ME OR TRANSPORT THE ****

  

  Business Response

  Date: 11/10/2023

  I am in receipt of your correspondence concerning PODS customer, *******************************.  A review of Mr. ********* account is in progress at this time to facilitate the scheduling of his container.  

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20844691
  
  I am rejecting this response because: All this response states is that they are in receipt of my complaint, and they are working to get the container delivered. I don't agree this is a reason to close out the case as nothing has been resolved, and I have received zero communication from PODS about anything, other than them continuing to charge me. I had to lock my cards because they were attempting to charge me multiple times a day. Please provide a resolution, not an update regarding that it is in process. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/17/2023

  I am in receipt of your correspondence concerning PODS customer, *******************************.  A review of Mr. ********* account is in progress at this time to facilitate the scheduling of his container and to go over Mr. ********* billing concerns.