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 has 227 locations, listed below.

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS Moving & Storage

  6791 28th Street Cir E Sarasota, FL 34243-4143

  
• 

  PODS Moving & Storage

  15635 Hudson Ave Spring Hill, FL 34610-7606

  

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:11/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband ******* reach out to Pods *** services for containers and storage. Because We were moving to *******.On 9/8/2023. Two containers was delivered to our home. Which was 5 ********** ********** **. *****.we realize when containers came,Wasnt big enough to accommodate us.1The same day they were delivered to us we called to cancel. Agent told me everything taken care of.they couldnt come back the same day.****** will return back the next day. Which was 9/9/2023.(No show.)I called back the next day Agent said she doesnt show any notes in system regarding our request for cancellation and for them return back to picked them up.two containers that was dropped off. Me and my wife called back several times.we informed them Our home was sold. We had be out our home,on September 14, 2023 they need come back pick them up.finally on September 12,2023 Driver pick them up. Pods debit our account for ******. They tried to debit our account again for more money We reach our to Pods to Dispute theses charges.They Appointed a Customer Advocacy to Assist us. ******************* is her name. Only communication we had with her through Emails only.She gave a contact number. When you called that number does attach nor connect to her. Does addressed her at all How can you Represent me when you never spoken to me as a customer. Only people you speak to are customer service and ******************* Agents in these departments tell you only thing they can do is Email her. ******************* number ************. Theyre charging us for a month rent and fees. On 10/31/2023 I spoke with an Agent named ***. He told my wife only thing he do put request for Dispute of Charges, I asked to speak to his Supervisor. I stayed on phone over a hour never got opportunity to speak with him his name is ****. Never Spoke to ******. This is Email she replied back with.I look forward hearing back.

  

  Business Response

  Date: 11/03/2023

  I am in receipt of your correspondence concerning PODS customer, ********************************    On November 3rd, 2023, contact to discuss the issue was initiated with ******************************* in order to address billing 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: 11/21/2023

   
  Complaint: 20814164
  
  I am rejecting this response because:

  Pods did contact me and advised they were going to refund but I have not received it at this moment. Please advise when I can expect the refund.

  
  Sincerely,
  
  ******* @***************************

  

  Business Response

  Date: 11/22/2023

  Our PODS advocate advised ******************************* that it could take approximately (2) to (3) weeks to receive the refund check by mail.  We do show that the check was processed and should be enroute to ******************************* at the mailing address that was provided to PODS, Enterprises, LLC.  
   
  
  

  Customer Answer

  Date: 11/28/2023

   
  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,
  
  Clinton @***************************

• Initial Complaint

  Date:11/01/2023

  Type:Product 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 provided a substandard substandard service in which I would have never authorized had I known that I would face delays, miscommunciation within the company, and a incorrect billing schedule. I have contacted PODS for resolution and have been waiting over a month for a response. Over the course of a week I was charged over two thousand dollars for a service (moving my things from ***********, ********** to ********* ********) that hadn't yet been provided to me. I am looking to be compensated for the lack of competency of the moving company and the awful quality of service. I am having trouble communicating with my assigned resolutions specialist given to me by PODS and want to move forward with filing a complaint with the BBB so that my refund is taken seriously. As a result of the mistakes PODS had when transporting my furniture, I was left displaced without any furniture and suffered a loss of wages.I can provide my statement to PODS for reference and a more detailed explanantion of my concerns, although this text box limits what I can type.

  

  Business Response

  Date: 11/03/2023

  I am in receipt of your correspondence concerning PODS customer, ********************************   On November 2nd, 2023, contact to discuss the issue was initiated with ******************************* in order to address scheduling 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.
  
  

• Initial Complaint

  Date:10/31/2023

  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.

  I reached out to PODS on 8/18/23 and spoke w/ **************************I mentioned to ************************* that I am unexpectedly unemployed and experiencing a financial crisis and that I need to move from my place of residence.****************** mentioned that she would reached out to supervisor to learn more about options to assist me with the monthly charges for the PODS storage unit and to prevent me from losing my belongs as I have paid for PODS storage since February 2021. Ms. N. mentioned I was granted a Credit of $517 which wound be credited to my account.There is documentation of a survey received and submitted of the call that was submitted on 8/18/23. The call on 8/18/23 was also recorded.Spoke to RICA 9/7/23 who notified me there wasnt a credit of $517 on my account and they are looking for payment. I had to submit a complaint Here is my Case number: **** **** I was denied. My employment situation has not yet changed. I am requesting your help to resolve this matter as it was promised on phone call of 8/18/23 a promised credit of $517 when speaking with Laura N. PODS company has demonstrated poor integrity and deceiving tactics.Please refer to email screenshots verifying my efforts.Please confirm. I eagerly await your response.

  

  Business Response

  Date: 11/06/2023

  I am in receipt of your correspondence concerning PODS customer **************************   On November 1, 2023,  contact to discuss the issue was initiated with ****************** in order to address her billing concerns and work on a resolution. 
  

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20805048
  
  I am rejecting this response because:

  On 8/18/23 I spoke to Laura N. the call was recorded. I explained I was unexpectedly unemployed and also needed to move. Ms. N contacted a supervisor who granted my account a credit of $527. On 10/24/23 I was granted the credit to my account of $527 after numerous attempts to speak to a supervisor which never returned a call. Today on 12/5/23 I spoke to a representative who mentioned my account is 60 days past due which is inaccurate. I am asking to speak to a supervisor to make sure the integrity of POD is intact to honor the promised $527 on 8/18/23 recorded phone call. I also need my account to be updated to avoid my belongings to be sent out for auction. I am working now though not permanent employee. I am in need of help to protect the lost of my personal belongings from POD. Thank you.
  

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

  

  Business Response

  Date: 12/06/2023

  I am in receipt of your correspondence concerning PODS customer **************************   As of November 6, 2023, we have resolved all concerns with ******************  to her satisfaction.
  

  Customer Answer

  Date: 12/07/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  I received a call on 12/05/23 stating my account is over 60 days past due and will be sent to auction. I made several phone calls to the billing dept. and requested to speak to a supervisor. I was told a supervisor was not available and I had to open another complaint. Here is the current claim # ********* as of yesterday, 12/06/23.

  My concerns increase as I have been diligent and forthcoming as I am navigating through an unexpected unemployment situation which has resulted in me needing to move to further reduce my living expenses. All my belongings are inside that  POD located in Reno, NV and I have been a on time paying customer since February 2021. 
  

  I am requesting a supervisor follow through on the promised credit made on 8/18/23 on a recorded call. I was told it was applied and then only to receive a voicemail message from Chantal indicating my account is over 60 days overdue???? 
  

  Please help me as I am unable to satisfy the monthly payment until I secure gainful full time employment. I have called and made many attempts to resolve this issue with a supervisor. The POD voicemail messages do not provide me a supervisor name and contact number which is creating a cycle of broken communication.
  

  Please refer to additional screenshots of emails that do  not provide me any additional information of the supervisor assisting me on this matter. Though POD acknowledges my calls and create a claim they do not provide me a live person to speak with regarding this issue.

  I appreciate your help.

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

  

  Business Response

  Date: 12/11/2023

  PODS understands some customers scheduled for auction may face financial hardships, such as unemployment. Therefore, a past-due account is eligible for a settlement at a discounted rate. When payment is received, the customer can empty their container. We've attempted to contact customer ************************* to discuss a settlement. If the Better Business Bureau has recently been in contact with the customer, please advise her to call our Accounts Receivable team at (855) 304-9887 for assistance.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I am experiencing an unexpected financial hardship due to underemployment and needing to move quite a bit to secure affordable housing while looking for permanent full time gainful employment. I have communicated with PODS about this crisis I am navigating and we came to an agreement on January 16, 2024 to pay $50 a month. In good faith my first payment on 1/16/24 was $300. Yesterday, 3/13/24 I received a call from Shilita F. informing me I broke my contract for none payment. I requested to speak to a supervisor which Ms. F refused to transfer me stating the supervisor will not say anything different as my belongings are threatened to be auctioned off. I emailed several PODS representatives asking for assistance to resolve this false claim of none payment. I provided a bank statement screenshot of the 1/16/24 $300 payment. I received one response that indicated Ms. M. was not the person to sort through this matter though did not provide me any contact name or info of who is in charge to assist me to learn about the hardship clause. I am ready to make a $50 payment and need a copy of the agreement made on 1/16/24. Please review telephone calls from 1/16/24 and 3/13/24 which will confirm my $50 monthly arrangement, the $300 payment on 1/16/24 and the call that was received from Shilita F. threatening to persue auction off my life belonging in the POD Unit *********. I do not have the financial ability to agree to a settlement and vacate the unit. I am not working consistently and I had to move again to avoid being homeless. I am requesting for a supervisor from POD to call me to discuss the situation and the options for hardship clause / claim to prevent my belongings being auctioned off when I have made good on the current agreement made on 1/16/24 please refer to screenshot of email correspondence attached
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/20/2024

  PODS is in receipt of your recent correspondence concerning customer **************************** previously shared, we understand some customers may face financial hardships. However, Ms. M. past-due balance will continue to age even with her suggested payment amount. Our Accounts Receivable team has spoken with Ms. M. numerous times and attempted to present an offer. Their last conversation occurred on 3/19/2024. Ms. M. is advised to contact our Accounts Receivable team at (855) 304-9887 to discuss her settlement options.
  

  

  Business Response

  Date: 03/28/2024

  PODS is in receipt of your recent correspondence concerning customer *************************. As previously shared, our Accounts Receivable team has been in communication with Ms. M. on multiple occasions and has made efforts to reach a resolution. The most recent discussion took place on 3/27/2024. Ms. M. requested unlimited access to her container until 4/15/2024 to facilitate its emptying. However, per our company policy for these types of situations, container access is granted for a single visit to our Storage Center. PODS believes it has already offered a significant compromise in respect to Ms. M. past-due balance, and we await her call to our Accounts Receivable team at (855) 304-9887 to arrange a suitable date for her to unload her container.

• Initial Complaint

  Date:10/31/2023

  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.

  We contracted with PODS to deliver our property on October 25, 2023. This was confirmed during the telephone call when service was ordered. On October 19, 2023 we were informed for the first time that our property would not be delivered until Nov. 2. After much complaining we were advised our delivery would be Oct. 31 between 7:30 - 10:30am. No one showed up during this time period. We had to contact PODS thru their extremely user-unfriendly chat app to be told delivery had been changed to later in the afternoon. No one bothered to let us know of this change. The entire experience has been excruciating as PODS has been uncommunicative and are essentially holding our property hostage due to their ineptitude.

  

  Business Response

  Date: 10/31/2023

  I am in receipt of your correspondence concerning PODS customer, ********************    On October 31st, 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.

• Initial Complaint

  Date:10/30/2023

  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.

  At the time POD was ordered, the date for the loaded POD was clearly set to be to be delivered to the new address on 11/1/23. Since that time, PODS conveniently 'lost' the scheduling, and now say they cannot deliver until after we are already scheduled to move to our final destination (ie PODS was unable to deliver to the ****** coast.) They have our belongings, and are now acting with little regard to our situation, knowing they have all the power. I have asked them to let me speak to someone to help me, and they claim there's no one who can help, they will only tell me the same thing. I have so far caught them in at least two lies about the process. The container is less than 20 miles away, and we have three days to get it here, but they won't budge after promising! Please help!!

  

  Business Response

  Date: 11/06/2023

  I am in receipt of your correspondence concerning PODS customer, ***********************. As of November 5, 2023, we have resolved all concerns ************** to her satisfaction. 

• Initial Complaint

  Date:10/27/2023

  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.

  In mid June 2023 I called to obtain information about removing the *** at my house to avoid paying the next month. I was told that I could remove the Pod within 3 days of the billing date (7/1/23) to receive 100% credit for the next month. I made arrangements over the next few days for movers to move the contents of the *** back into the house. After those arrangements were finalized I called PODS again on 6/26/23 to schedule removal for Monday 7/3/23 in accordance with the policy given. I was told they do not work on that day due to the July 4th holiday and they could schedule pick up for 7/5. I said I need it to be picked up in the first 3 days and I cannot reschedule the movers within the timeframe so they can pick it up on the 5th but I am not responsible for the next month as they are choosing to take a business day off and did not inform me ahead of time. They charged the full month and have refused to reverse the charge on 4 separate occasions despite the fact that from 7/1-7/5, there were only 2 days they chose to work. Saturday 7/1 and Wed 7/5. At no point prior to making my arrangements was I told they would not work on 7/3. I followed their guidance perfectly and they are claiming their decision to take a non-holiday off allows them to charge me the extra month because "there were days available" from the call on 6/26 to 7/1 to arrange pickup. Not only does this ignore that in good faith I made immoveable arrangements based on their instructions, but also ignores that on my call on 6/26 I told the scheduler that I would not be paying for the additional month and the response was "I am not able to comment on billing" so I, again, operated in good faith that PODS would honor their commitment.

  

  Business Response

  Date: 11/06/2023

  I am in receipt of your correspondence concerning PODS customer, **************************Per our previous response on November 2, 2023, a complete review of Mr.********* account, ********************** position remains unchanged. ******************* request was denied due to being past the allotted grace ****** for a refund, ******************** scheduled the pickup of his container on June 26, 2023,when doing this ******************** scheduled the pick up  for a time that was past the monthly rental renewal date for a refund.

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20792478
  
  I am rejecting this response because:

  Hi guess I am late in responding to to the request for response from the PODS related to the case noted in the subject.  However, I am once again, extremely disappointed in this process. I made extremely clear in my complaint that PODS is not evaluating the issue properly.  They are simply looking at the date the pod was picked up and not at the facts of the case.  They are saying that the pod was picked up outside of the grace ****** and that they were open (at some point) during the grace ******.  They are not, however, acknowledging that I was informed that the grace ****** was 3 days and they were open only 1 of those 3 days.  This is not hard.  I scheduled the pod for pick up on the 3rd day; within the company's grace ******.  They, however, chose not to work that day and actually showed up outside the grace ******.  That is not my fault.  If the BBB response is just to ask them to review what they have already improperly evaluated, I'm not sure what good this process is.  I would expect the BBB to actually independently evaluate the facts themselves and not simply ask the company to repeat what had caused me to reach out to the BBB in the first place.  I don't know how to make this more clear.  I asked fort the pod to be picked up within the grace ******. PODS elected not do that and then charged me a full extra month for this.  Please explain to me how this is appropriate.  The PODS response was, "******************** request was denied due to being past the allotted grace ****** for a refund, ******************** scheduled the pickup of his container on June 26, 2023, when doing this ******************** scheduled the pick up  for a time that was past the monthly rental renewal date for a refund."  This is not correct. I did call on the 26th and asked for the pickup on July 3rd... within the grace ******.  PODS elected not to work that day and chose to pick it up on July 5th.  I can't control that. I can only control that the date I requested pickup, which was Monday July 3rd.  Can someone please acknowledge that they understand that I did not "schedule the pick up for a time that was past the monthly rental renewal date".  It's simply factually incorrect.  This is why I went to the BBB in the first place as they are not acknowledging that I asked for it within the grace ******.  I am at a true loss here.... I cannot make this any clearer but no one will look beyond the fact that PODS scheduled the pickup for July 5th even though I requested it for July 3rd.  What is the point of the BBB if you're simply going to accept inaccurate version of the facts and ignore the factual data I have provided?

   

  Please re-open the complaint and have PODS respond to the actual allegation that I requested pickup within the grace ******.  Thank you!

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

  

  Business Response

  Date: 11/24/2023

  I am in receipt of your correspondence concerning PODS customer, *************************. On November 21, 2023, a PODS representative reached out to ******************** to advise that we are currently re-reviewing his concerns and will continue to work with ******************** toward a resolution. 

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20792478
  
  I am rejecting this response because:

  This is the response I received from PODS that initiated the BBB request for response from me:

   

  "Hello,
  
  In speaking with my upper management and accounting department we are still looking at your account. At this time could you please let me know what your mailing address is so that if a refund is available we can get that out to you.
  
  Thanks,
  *****************************"

   

  As you can see, although I was pleased to hear that they were still reviewing and I thanked them for this action and provided my information, they did not actually say or do anything.  I was waiting for an actual response from PODS to be able to provide the BBB with a valid response. I've still not heard anything further from PODS. If they approved a refund, they have not told me and I have yet to receive a check even though I responded the same day with my information they requested.  I will follow up with ****************** again and try to see if I can get an update.  In the meantime, please re-open my case again as there was truly no actual response for me to give other than, "I am still awaiting an actual response from PODS." Thank you again for your time and efforts!

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

  

  Business Response

  Date: 12/14/2023

  I am in receipt of your correspondence concerning PODS customer, *******************************. As of November 22, 2023, we have resolved all concerns with ******************** to his satisfaction.
  
  

• Initial Complaint

  Date:10/27/2023

  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 stared when I booked my reservation for the company over the phone. I had a written record of the prices. Day of storage arrival no lock Called to get invoice from company recieved a charge higher than told over phone. Talked to rep wrong email recorded so never go invoice. Invoice then sent indicated price difference. Told to open case any difference would be refunded Opened case. Called week later case was filed incorrectly. Reopened case, waited week case denied email with phone conversation sent verify price diffence but case still denied. Call to find out why. Talked to rep who agreed with me should have not been denied proof was there. Offered a $50 credit for trouble by his supervisor. Called three days later was told $50 was denied. Called to reopen that claim talked 2 hours to supervisor on phone was promised it would be issued and respolved . Called to check few days later told supervisor who I spoke to did nothing no notes no case update. New case was filed now and investigation of supervisor. Called week later told no decision. Called spoke back to rep who issued $50 he was shocked still in limbo said he couldnt issue the $50 now that a case was open had to wait. Called to check case said it was closed and responded and would have to wait. Then spoke to supervisor who said escalated to highest level. ***** hours it would be resolved in my favor called 48 hours later and told I have to wait another week. Nothing has been done. Over 1 month and many cases open lots of phone calls hours and hours of time.

  

  Business Response

  Date: 10/27/2023

  I am in receipt of your correspondence concerning PODS customer, ****************************    On October 27th, 2023,  our PODS advocate spoke with *************************** to address billing concerns.   *************************** accepted the goodwill customer satisfaction credit refund that was presented.   PODS considers that the matter has been resolved amicably. 
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that *************************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *************************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

  Customer Answer

  Date: 10/27/2023

   
  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:10/26/2023

  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.

  On August 5th, 2023 we were scheduled to have *** 74212BX picked up and *** 116040BX dropped off. When the driver arrived, he was immediately irritated since no one had told him he was picking up an empty container in addition to dropping off the container that was already on his truck.I walked down the driveway to the street to meet him and to point out the boards I had underneath the current container on my driveway in order to request he use them when placing the next container on the driveway in order to protect the asphalt. He was immediately rude and told me he does what he does and that there aint nothing you can do about it. When I asked him what that meant, he started yelling at me and started to blame me for having the empty *** on the driveway. He said he was going to drop the *** from his truck onto the street and pick the empty one up from the driveway. I asked him to use some extra boards I had to protect the brand-new city street and he yelled at me stating I aint got time for that. At this point, I knew there were going to be issues so I took out my camera and began to take pictures. The neighbors could hear the craziness in the street and also came out to see what was happening. The driver refused to protect the brand-new streets and curbs and dropped the *** from the truck onto the street simultaneously driving the ***Zilla over the curb while doing so causing all of the contents in the *** to be shifted around.Next, the driver positioned the ***Zilla onto my driveway to pick up the empty ***. Once he had the empty *** on the ***Zilla he began to drive it down the driveway swiveling one wheel so many times that it dug a swirling hole into the asphalt. He also dragged the guide wheel down the other side of the driveway leaving a long black tire **** on the asphalt.Once the empty *** was in the street the driver detached the ***Zilla and dragged the wheels along the brand-new curbing leaving black ****s all over the new concrete. When he saw us taking photographs the driver yelled; Take all the pictures you want, because there aint nothing you can do about it.Next, the driver drove the full *** onto the driveway, refusing to place it on the boards set in place under the previous ***. He then detached the ***Zilla, again unnecessarily rotating the wheels so as to leave ****s on the driveway. He also failed to draw the wheels together to the width of the driveway (which Ive seen multiple other drivers do) resulting in him driving the ***Zilla on the lawn and leaving tire impressions in the yard.To say this was a negative experience is an understatement. I tried to get a hold of PODS to halt the operation from going any further however, I could not get through to anyone. Also, I asked for the local PODS contact number and the driver ignored the request.This was the worst experience Ive had with PODS. I am also frustrated with how long it takes for anyone to get back to me when I call. I have held off on speaking with the city attorney about the damage done to the streets until I saw how PODS would handle the situation with me. PODS damaged my driveway and it will cost between $700-$900 for repairs. I presented this information to PODS and they said they don't give back money but offered $200 to make it go away.I can be reached at the following contact information for any further questions: ************ or ********************** *********************

  

  Business Response

  Date: 11/06/2023

  I am in receipt of your correspondence concerning PODS customer ************************ On November 06, 2023, contact to discuss the issue was initiated with **************** in order to address the claimed driveway damage 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: 11/07/2023

   
  Complaint: 20787029
  
  I am contesting this reply for several reasons. In my interactions with PODS via email, it appears they expect customers to bear full responsibility for property damage, regardless of its cause. The damage to my property resulted from the delivery driver's negligence, unrelated to the container's placement, which had been flawless in the previous five days with three prior deliveries to the same spot. The impeccable performance of previous delivery drivers, along with my proactive efforts to provide a safe delivery location, led to the trouble-free experience. I extended the same proactive approach to the negligent driver, which went unheeded. This issue is clearly a result of the delivery driver's negligence. Consequently, I cannot accept PODS' response. I feel entirely powerless in this matter until I seek legal representation. PODS appears to assert that they have the authority to handle customers' property as they see fit within the confines of their rental agreement. However, it's essential to recognize that all agreements have their limits, and in this case, PODS has exceeded those limitations.
  

  Yours sincerely,
  
  ***********************

  

  Business Response

  Date: 11/20/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. On November 6, 2023, a PODS representative contacted **************** via email advising that his claim was denied. Our investigation confirmed that the container was placed in an area according to the instructions provided.  We found no mishandling and no other cause of loss was identified. Structural integrity of the driveway must be able to withstand our truck, the hydraulic lift system, and any other necessary equipment. With acknowledgment of the rental agreement, **************** represented and agreed to assume full risk and release PODS from any damage to the premises resulting from this operation. Should Mr.  Sticht wish, he may view the terms of the agreement by accessing the PODS online portal. With the receipt of this correspondence, PODS considers this matter closed.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ************ may have endured. PODS Enterprise, LLC prides itself on its quality customer service and we regret that Mr. ***********;feels he 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: 11/21/2023

   
  Complaint: 20787029
  
  I am rejecting this response because:

  I unequivocally refute this response once more. This identical reply mirrors what PODS LLC previously offered. At its core, this is a clear case of negligence. The driver failed in their duty by displaying negligence. Every other driver who visited my residence conducted themselves professionally, leaving no damage in their wake. Moreover, the driveway's structural integrity was more than sufficient to support the container's weight. It was the reckless dragging of the container, akin to the behemoth named 'PODS-Zilla,' that inflicted the damage. Such actions far surpass the norm for a standard delivery. Accountability must rest squarely on PODS LLC's shoulders. They cannot shield themselves behind an extensive rental agreement that allegedly permits any action, including damaging a customer's property.
  

  Consequently, I firmly reject PODS LLC's identical response once again.
  
  ***********************

• Initial Complaint

  Date:10/24/2023

  Type:Product 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 used PODs to move from *********** to *********, ** on 9/3/23. I was told that my household belongings would fit on one POD. It did not! I had to get another POD. When I called the company on 9/3 I was placed on hold, then they would not transfer me to a manager. After quite some time I was told a manager would call me about scheduling another POD. To this day a manager has never called me. I called again that afternoon as I was driving to **. The customer rep quoted me a price higher than the cost of the first POD. She finally came down and quoted me a price of just over $1,900. I don't know the exact number since I was driving and could not write it down. I have no contract since it was only quoted on the phone. They have charged my credit card a total of $2587.84. I filed a dispute on 9/23. It should be easy to verify the amount quoted because they record all their calls. I received a confirmation that my dispute of the price was received. My incident report # is ********. But I've heard nothing else since the initial confirmation via email from *****************, a Customer Resolution Specialist. This may not actually be his name. I have called his number 5 times and left messages. But have received NO response. I wish a refund of the overcharge of approximately $600.

  

  Business Response

  Date: 10/25/2023

  I am in receipt of your correspondence concerning PODS customer, ******************    On October 25th, 2023, contact to discuss the issue was initiated with ***************** in order to address pricing 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.

• Initial Complaint

  Date:10/23/2023

  Type:Product 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.

  This is the 2nd time I have used pod, the first time was no issue at all this time was a totally different story from a pod with bolts sticking up through the floor to a 2 day delay in pickup that they could not explain why. After numerous phone calls to pod they just show they could not care less for there customers maybe because there customer service reps are based in ***************. the pod was 2 days late in delivery because of there mistake and I was told they can refund 75 dollars a day for a total of 150 dollars on a service I paid *****. dollars for. At one point they could only tell me my pod was in transit but not where for 7 days!! I will never use pod again or recommend them to anyone!!!!! Update: Emailed my Customer ID to the generic response and of coarse heard from NO ONE!!!

  

  Business Response

  Date: 10/31/2023

  I am in receipt of your correspondence concerning PODS customer **************************  On October 24, 2023, contact to discuss the issue was initiated with ****************** in order to address his scheduling  concerns and work on a resolution. 
  

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20771201
  
  I am rejecting this response because: A email was sent to say they were starting a investigation. I answered back on the 24th to express what had happened and did not hear anything until I initiated a email on 10/30 to they stated Thank you for the quick reply, while you were waiting for your container
  to be delivered to your new home due to the delay, did you have any out
  of pocket expenses? Such as hotel, blankets, air mattress, movers that
  you were unable to cancel? If so please send me copies of the receipts I
  will add them into my investigation, we can cover MOST items, except
  for food.
  
  Thanks,
  *****************************
   How long does a investigation into this matter  take?
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/06/2023

  I am in receipt of your correspondence concerning PODS customer, *************************. A review of the scheduling concerns that gave rise to this complaint is currently underway. ***************** has been assigned a PODS Advocacy Representative and has been contacted to advise of the assignment and provide contact information while the review proceeds.  We will continue to work with ****************** until the review is complete and will provide details and appropriate resolution accordingly.