Complaints

This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

PODS Moving & Storage has 227 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  1209 W Market St Smithfield, NC 27577-3338

• 

  Pods

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

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

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

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/07/2023

  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 had a disappointing experience with PODs when I requested their service to move my belongings from one location to another. After receiving a quote and providing all the necessary details, including both addresses, I expected a smooth and stress-free move. However, after loading my belongings into the *** and paying for the service, I encountered several issues. PODs refused to deliver the *** to the final destination and suggested that I pick up my belongings at their storage center, presenting this as the only alternative. Unfortunately, this was far from an 'amazing choice.'Throughout this ordeal, PODs exhibited a complete lack of concern for their customers. Despite my efforts to contact them and seek a resolution, they remained unresponsive. It's evident that they prioritize their financial interests over their customers' satisfaction and the service they committed to provide.I've formally requested a refund, but I have yet to receive a response. Given this situation, it appears that legal action may be the only avenue to recover my funds and seek justice for the inadequate service provided. I urge anyone considering PODs to exercise caution and carefully evaluate their options, as my experience has been deeply frustrating and unsatisfactory.

  

  Business Response

  Date: 11/10/2023

  I am in receipt of your correspondence concerning PODS Enterprises,LLC customer, ***************************, I am happy to inform you that prior to the receipt of this complaint, the issue was resolved by a PODS representative and  ********************. As of November, 7th 2023,PODS approved ******************** destination address to be serviced. We have scheduled future dates and will complete the move as Ms. ********* needs.  Based on this, we ask that you close this complaint as resolved. Thank you.
  

• Initial Complaint

  Date:11/07/2023

  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 initially tried to get a quote online but after numerous attempts failed, I called into the customer service and received a quote over the phone. I supplied the phone rep with the dates I needed the service and the addresses of my current home and the new home we were moving to. The phone rep stated there was a $119 drop off fee to bring the empty *** to my home. Then there was a cost to store the *** at my house while I loaded it, then another cost to deliver the loaded *** to my new home and finally a $119 cost to have the empty *** picked up from my new home. I agreed to the quote and service was setup and the *** was delivered as promised. After we filled the ***, had it delivered to our new home and then emptied the ***, I scheduled the pickup. Up to this point I had not been provided with any documentation regarding the cost of the pickup so I assumed the pickup cost for the empty *** was still the $119 I was quoted initially. After the *** was picked up, my card was charged $840! AFTER my card had been charged, PODs finally provided me with an invoice and breakdown of charges. I disputed the charge with PODs and they said they reviewed the case and refused my dispute, resending their final invoice and saying the charges were all in line. I asked them to review the initial call that started my service (since they say all their calls are recorded) and provide a recording of that call which supports their basis for denial. They could/would not and denied me again. It is completely unethical (and illegal) to quote someone a price for a service and then once that service is complete, to charge a significantly higher price without providing any sort of documentation/justification to the higher charge prior to automatically charging someone's card. It's a shame I have to reach out to a third party to try and resolve this and PODs would not resolve this on their own accord.

  

  Business Response

  Date: 11/10/2023

  I am in receipt of your correspondence concerning PODS customer, ***********************. As of November 9, 2023, we have resolved all concerns with ************** to his satisfaction. 

• Initial Complaint

  Date:11/06/2023

  Type:Order 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.

  Purchased PODS for my move from ** to TN. I had 2 PODS and my monitor for my work computer was severely damaged. I used tie-down straps for all of my boxes on the side to prevent damage. Upon opening up my pod, everything was in the middle, meaning my POD was shifted around and boxes ended up in the middle. My $400~ monitor was damaged and cracked. Their 'insurance company" *********************** | ******** **** stated that it was my fault and that he confirmed that it was my fault. He then proceeded to ask me for receipts for my tie-down straps, as if I didn't have them before. Before you use PODS, be sure to check for alternatives. Below is my communication with ************************Bobs Response:Our investigation has established that the damages were caused by normal shifting/improper packing of the contents in the container. We found no physical damages to the rented POD unit and no other cause of loss was identified. Damages to your personal property were caused by shifting of the contents inside the container, which is not a Covered Peril, please refer to exclusion 1 of the policy.Pods can not control road surface which can cause the load to move while transporting the pod. Therefore we are unable to indemnify you for your claim.We are an insurance Co. We are not allowed to send any work product to anybody outside of our Company. Again, send me proof you tied down the contents of the pod, you had to purchase the tie downs. Show me evidence of something hitting the roof of the pod.Send me the invoice for the straps purchased. It's your duty to prove your loss, not mine. Send me the invoice for the straps with the purchase date. ]]]What an unprofessional response. How would anyone expect a customer to "Show me evidence of something hitting the roof of the pod.Send me the invoice for the straps purchased. It's your duty to prove your loss, not mine. Send me the invoice for the straps with the purchase date."Extremely dissatisfied. 1/5

  

  Business Response

  Date: 11/07/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************    ********************** LLC. can only respond on how the coverage was presented, therefore any claim disputes or requests for updates would need to be addressed directly through ***********.   Please have this complaint/request removed from PODS Enterprises LLC. and forwarded to ********************************************************************************************* as Jordan ** remaining concerns are based solely on the claim.  Please reference the complaint filed with the West ******* BBB complaint #********  on behalf of *************** to ************

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20835128
  
  I am rejecting this response because: your insurance claim company is Unirisc. I tried to communicate but was disrespected by them. My complaint is with your company and how youre insurance/claim company that you chose has negated my claim and proceeded to ask for receipts for my tie down straps. Whichever the issue, my pod was obviously mishandled and tossed around, which caused some items to shift even though being tied down. I am open to retract my BBB claim if PODS makes this right. I will have no more communication with Unirisc.
  
  Sincerely,
  
  Jordan T

  

  Business Response

  Date: 11/14/2023

  We appreciate Jordan ** feedback, however, the claim would be handled entirely by Unirisc.  Any dispute or request that ************** may have would need to be directly addressed with Unirisc and not with PODS Enterprises, LLC.     We again request that this complaint/request be removed from PODS Enterprises LLC. and forwarded to ************* ************************************************************************** as Jordan ** remaining concerns are based solely on the claim.  Please reference the complaint filed with the West ******* BBB complaint #********  on behalf of *************** to ************

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20835128
  
  Again, Im declining your request due to how PODS handled my POD. Everything was strapped and tied down, yet the careless movement from ** to ** was obviously handled without care. I will not correspond with your insurance company that YOU selected with how their unprofessional demeanor has been towards me. If you want me to remove my BBB complaint, I request some sort of compensation for my broken high end gaming monitor.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:11/06/2023

  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 customer service continues to give me the run around about looking into incorrect invoice charges for the services I received. Upon requesting copies of my order confirmations and invoices its clear what was quoted and shared with me is not what I was charged. While there was some back and forth on if my units were going to storage, ultimately they never landed in a storage facility-however my invoices reflect that it did. I was over charged roughly $152 dollars on my first invoice for storage services that never happened. I them was told several times that my request to accommodate the Labor Day holiday in the time line to pick up my empty Pods was approved by management and I would be receiving half a months rent back on both my units-that conversation all top place on Sept 5th, it is now Nov 7th and I have yet to get a resolution and the multiple cases I have called to open regarding these matters continuously get closed, on there side it says resolved but in the notes it just says the charges are correct and no one ever reaches out to me to discuss the discrepancies in the charges. I am owed roughly $395 dollars from Pods and the order confirmation documents prove the charges are incorrect. They need to be held to a higher standard of customer service/billing. This is my second time using pod services and I will NEVER use them again and I will be sure to share my story with others who are debating on how to handle their moves. Very distasteful when no one can take the time to review what happened and realize they overcharged-its all in the documents but no one cares to review it!

  

  Business Response

  Date: 11/07/2023

  I am in receipt of your correspondence concerning PODS customer, **************************   On November 7th, 2023, our PODS advocate spoke with ************************* to address billing concerns & obtain additional information.   We look forward to working with ************************* 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:11/06/2023

  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 rented (2) storage PODS and had them stored on my concrete driveway. When we were done storing, I called for a pickup on 9/19/2023. The driver picking up the 2nd storage POD drove on our lawn damaging it. I called the driver and he informed me that they would replace the sod where it was torn up. I filed a claim for the lawn damage and am not getting any feedback from the person I was referred to, *******************. Date of order: 8/17/2023. Date of payment: 8/28/2023 $ ******. Attached is order confirmation, photo of the lawn damage, and email correspondence with PODS seeking them to repair my lawn.

  

  Business Response

  Date: 11/20/2023

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

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20829869
  
  I am rejecting this response because:

  I was with the understanding we had come to an agreement to resolve my issues with yard damage. You sent me a release which I signed and returned about a week ago but have not received the check for $350 as of today's date. I would like to obtain an ETA on when I will receive the refund.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/08/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ******************************* On December 5, 2023, a PODS representative and Customer reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.
  

• Initial Complaint

  Date:11/05/2023

  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.

  Movers despite having numerous pads and pads left over, did not wrap our kitchen chairs or a Wicker chair. We sent pictures and they offered nothing. ALSO, they claimed they could not pack our ROKU TV because it had glass despite a cheaper tv with glass and two glass front cabinets!! We ended up giving it to one of the movers. It was fairly new so we were out $200n on that!!!

  

  Business Response

  Date: 11/10/2023

  I am in receipt of your correspondence concerning PODS customer, *********************. As of November 7, 2023, we have resolved all concerns with ************** to his satisfaction. 

• Initial Complaint

  Date:11/03/2023

  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 October 9th I called PODS and spoke to **** for 48 minutes. During this call I asked him if I would be charged for October storage fee considering Im having my containers delivered on the 21st. **** told me no because there is a three day grace ****** and he would add a note in stating not to charge me. I thought all was set until I saw a charge for the October storage fee deducted from my checking account. I called and spoke to another rep and she sent this to the department who handles disputes. After emailing back and forth ******* came up with a final decision of the fee would not be refunded. I encouraged her to listen to the complete conversation in which he states I wont be charged and he would add the note in not to charge me. All I received was another email stating her decision is final.

  

  Business Response

  Date: 11/10/2023

  I am in receipt of your correspondence concerning PODS customer, *********************************. As of November 8, 2023, we have resolved all concerns with ********************* to her satisfaction. 

• Initial Complaint

  Date:11/03/2023

  Type:Order 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.

  Illegal placement of a moving container!

  

  Business Response

  Date: 11/07/2023

  I am in receipt of your correspondence from ******************************* concerning our PODS customer.   On November 7th, 2023, contact to discuss the issue was initiated with ******************************* in order to address concerns regarding a PODS container 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.

• Initial Complaint

  Date:11/03/2023

  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.

  My family is moving from ******** to ********** because I lost my job and found new employment in ***********. I hired PODS to move our home goods cross country. As part of the process, I provided them my new home address in ***********. I paid them over $3,800 to move my things. On the morning of the scheduled delivery, the driver called to tell me that due to a local ordinance, he could not put the pod in the street, even though thats where I had originally agreed with PODS it would be delivered. He told me that the agent who booked me should have known because the ordinance has been in place for some time. Fast forward 8 different phone calls, and PODS has refused to deliver the *** or refund a any money, and is storing my pod in a warehouse 30 miles away and insisting I come and unpack my things into a moving van. Every customer service agent I talk to agrees that PODs is in the wrong, but their corporate policy prevents them from even connecting me to a senior manager. I filed a dispute, but without notifying me, their management denied it and billed me anyway. I am honestly dismayed. Im 49 years old, and *** never been so mistreated by a company in my life.

  

  Business Response

  Date: 11/06/2023

  I am in receipt of your correspondence concerning PODS customer **********************  On November 6, 2023, contact to discuss the issue was initiated with **************** in order to address his scheduling and placment concerns and work on a resolution. 
  

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20819335
  
  I am rejecting this response because: PODS had made absolutely no effort to rectify the situation. Even after one agent tried to be helpful and cancel a charge for final delivery to my house (which never happened!), PODS saw fit to reverse her effort and charged me anyway.  Truly outragesous.   I then filed a dispute with their customer service representatives, only to receive the vague rejection email response attached, which gives no rational or supporting evidence.  Their local team acknowledged that they were fully aware of the local ordinances would prevent delivery of the **** and stated that it should have been flagged when I was booking the job, but the corporation sees fit to take zero responsibility. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/10/2023

  I am in receipt of your correspondence concerning PODS customer *********************.  Per our previous response on November 7, 2023, a complete review of Mr. ******* account, ************************** position remains unchanged.  Per the scheduling completed by **************** on his personal Pods Website, **************** was informed via alerts before scheduling that street placement was not allowed in his area.
  

• Initial Complaint

  Date:11/02/2023

  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.

  We are moving and decided to rent a container from PODS. We've done it before and were good to deal with but this time around we found they are good to deal with when things go well but absolutely horrible to deal with when things go wrong.The *** was delivered on 20 October 2023 and the one they sent leaked with the first rain storm we had and water pooled at one end soaking some of the boxes we had already loaded. You would think calling to have the *** replaced would be easy - No it wasn't. On October 25th I called the customer help desk and had a very frustrating experience with the first person I spoke with. She was not helpful and made the experience even more stressful as I was trying to get help to resolve the situation with a leaking ***. She said a new *** could be delivered on October 30th and the old one would be removed on the 31st. Which makes no sense as we would then have two PODS in a small residential driveway. I then asked to speak with someone else and she transferred me to *****. ***** was very efficient and helpful. She was able to assure us that the warehouse in ****** would call us to arrange a better schedule to take away the old leaking *** and deliver a new one. She also said that we would not be charged for a new *** and that the initial fee of ****** (which was charged on October 21st) could be disputed as this was a serious inconvenience, stressor, disrupted our moving schedule, setting our moving plans back by over a week and our goods were damaged. We were also told to start a claim to be compensated for our damaged goods. On Thursday October 26th, ************************* from the ****** warehouse called me to say that one of his associates would be coming over to see if he could fix the leaking ***. His associate arrived that afternoon and confirmed that the *** could not be fixed. He took away that *** and came back later that afternoon with a new ***. He mentioned that he had selected another *** but that one had mould in it and choose a brand-new *** for us. Since that date we have been charged $704.85 on October 26th, $604.28 on October 28th and $100.57 on October 27th. As well as the initial ****** on 21 October. Totalling $1,781.47 for the experience of having received a defective *** from PODS. None of these charges should have gone through as we were told we would not be charged for the new ***, nor should we. the company guarantees a weather proof container and we did not get that! Our moving schedule has been set back by a week, our goods were damaged and this has caused us an incredible amount of stress and uncertainty at an incredibly difficult period of time.We have spent many hours on the phone trying to communicate with PODS with limited success. They have since reversed one of the charges but have verbally told us that they feel the removal charge for the leaking *** is somehow justified while still charging us for the time we had the leaking *** in our driveway. They claim to be trying to resolve the issue but have not done so and continue to challenge us with each communication.Furthermore we have now discovered that there is no way to remove our credit card information from our account as is possible with virtually every other company we have ever dealt with. PODS is holding our credit card information hostage and charging us when they want to for what they want without any communication with us.Thankfully we noticed the leak and were able to empty the *** to limit damage. In fact, the damages are really quite limited and likely less that $500 however it is the experience of trying to resolve the situation and dispute the charges and not being able to have control over our personal credit card information that we feel is both unjustified but also extremely unprofessional. At this point we have little choice but to complete our move using this company. What we would like is to have all of the financial charges reversed and our credit card information removed from their files. We will be happy to pay the bill when we receive it by email or letter mail.PODS charged us now up ****, its only been two weeks and we haven't even moved yet. They charged us for the removal of the leaking ***, they then charged an expedited fee to deliver a new one and then charged for the new one and of course charging us for the time the leaking *** sat in our driveway which of course we couldn't use.Then communicating with PODS has been an absolute nightmare. You can't get through without an hour wait on hold then you can never get the same person and so have to explain everything every time and always get different responses. Even if you get a persons name there is no way for employees to transfer your call to that person (so they say) and there has never been a supervisor available despite us asking for one.

  

  Business Response

  Date: 11/10/2023

  We are in receipt of your correspondence concerning PODS customer, ********************* & ***************************. A review is in progress at this time. We have reached out to the primary account holder - Ms. **** via phone as of November 10th, 2023 to try and identify any discrepancies, though unsuccessful, a voice message was left, along with an email, to coordinate a better time to speak next week. Should they wish to discuss, they may reach the representative assigned to the review Monday through Friday between 9am-5pm EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. **** or Mr. *************;may have endured. PODS Enterprise, LLC prides itself on its quality customer service and we regret that Ms. **** or ******************** feel they experienced anything less. We sincerely apologize for any instance where an individual is not completely satisfied with a PODS experience. When notified of less than satisfactory experience, we endeavor to review the processes that gave rise to the feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 11/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: It was only since the BBB became involved in assisting with my concerns that PODS reached out to us. Since then we have indeed been contacted and have received attention from two very helpful and knowledgeable members of the PODS team in regards to our financial complaints but not the resolution process. Before that we called daily and spoke with upwards of a dozen different PODS representatives with no satisfactory assistance. PODS must make some effort to put in place a policy or practice for complaint and dispute resolution that is significantly more robust that what they currently have in place. I maintain that while business is running smoothly PODS is a good company to work with but when some accident or mishap occurs PODS does not offer any efficient mechanism for a customer to follow through with their complaint.

  Other than our claim for damages which is still in progress, I am satisfied with the resolution of our financial complaints but am of the opinion that PODS must makes changes to its dispute resolutions process.
  

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

  

  Business Response

  Date: 11/21/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************. On November 13th, 2023, a PODS representative and Customer reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim. The refund was completed November 10th, satisfactorily resolving the issue.

  Customer Answer

  Date: 11/28/2023

  
  Complaint: ********
  
  I am rejecting this response because this is false information. The company's response is  incorrect. The money that was refunded was not the claim which remains outstanding. The money that was refunded was the money initially incorrectly charged to us for the removal of the leaking POD. The claim for the damaged goods and the claim for the compensation of this experience has not been settled and we have been informed that it may take up to an additional month before this will be settled.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/30/2023

  We are in receipt of the additional correspondence concerning PODS customers, Ms. **** & ******************** as it relates to their claim. Their claim is currently managed by the direct coverage provider - UNIRISC. PODS can only respond on how the coverage was presented, therefore any claim disputes would need to be addressed directly through ************ *************** or ******************** like to discuss further, they would need to contact ************ directly and go through the applicable claims process. Please have this complaint removed from PODS Enterprises, LLC and forwarded to ************, ************************************************************************** as Ms. ****** remaining concerns are based solely on the processing of their claim.