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:10/02/2023

  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 is regarding PODS Moving and Storage. I rented PODS in March 2023 to move my items from ******* to ********; and continued to rent their facility in Queens, ** to keep the container. In August 2023 when I was ready to empty the container, the corporate office called and told me there was a problem with their computer system and that they ended up dumping my items (the contents of almost a full 16' container) into a dumpster. I learned about it on 8/18, a day before I was scheduled to remove my belongings). At this time I have not canceled my rent and in fact, was paid through 8/22. The office told me I could file a claim, which they said normally only gets paid up to $5K. They said I could come to see the items once they move them out of the dumpster back into a container (for safety reasons, they said). I went to the facility after a few days, took pictures, and retrieved whatever I could salvage. At that time, they sent an adjuster to document the incident. The next day I submitted a claim which I valued for way more than the $5K that they "normally" reimburse. I do see on the agreement re: the $5K cap but this incident is not "standard". It has been 1.5 mos. and there is still no full report; I contact them a few times a week. I am worried that the longer it takes, the higher the possibility that my issue will be ignored. This has become a source of stress for me, as I lost very sentimental valuable items.

  

  Business Response

  Date: 10/12/2023

  We are in receipt of your correspondence concerning PODS customer, *******************************. A review confirms there was an error made in identifying ********************** rented unit - leading to damages. A claim has since been filed and a review of the claim form is underway to determine the amount of settlement that *** be warranted. Should ****************** wish to discuss in further detail, he *** reach out to the individual agent assigned to the case.
  

  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ************;*** 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: 10/12/2023

   
  Complaint: 20687855
  
  I am rejecting this response because: I would like to keep this case open until I receive a satisfactory resolution to my claim.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/19/2023

  We are in receipt of the additional correspondence concerning PODS customer, *******************************. Following our review, the requested settlement was approved and documents were emailed to ******************. As of this morning, we have yet to receive a copy of the signed documents; though once received, we will notify our accounting department to process the funds accordingly.

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20687855
  
  I am rejecting this response because:

  Hello, I submitted the signed release form via email on 10/17 and then resent it on 10/19. I'm not if it's the email system that is the problem but I'm attaching it here and will also submit it via fax. I appreciate that PODS is taking care of this, I will confirm and accept the case as resolved once the settlement has been completed.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/31/2023

  We are in receipt of the additional correspondence concerning PODS customer, *******************************. As of October 24th, 2023, we received the completed release and have notified our accounting department to begin processing the check to be mailed. Once processed, we will ***** the check overnight for ****************** to consider the matter resolved.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20687855
  
  I am rejecting this response because:

  Thank you, I appreciate that this has been handled. If possible, kindly send tracking information to ********************** I will accept the response as soon as I have the tracking information or receive the check.

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

  

  Business Response

  Date: 11/07/2023

  After reviewing the tracking information with ****** their system is showing that the check was delviered to ****************** as of November 1st, 2023. With receipt of this correpsondece, PODS considers this matter resolved.

  Customer Answer

  Date: 11/10/2023

   
  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. It was an unfortunate incident but PODS responded to it and resolved it. Special thanks to ****** for handling this claim.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/02/2023

  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.

  I set up an account with pods.com in May. I scheduled my equipment drop off for June 1st. Everything went smooth until I had to schedule my move to my new home. I went online to schedule the move date and I kept getting error messages that weren't allowing me to use the system or schedule anything. So I called pods customer service and they said "there is a glitch on my account" and that they would schedule it "offline". the movers came on the scheduled offline date and moved to my new home on June 22, 2023. I unloaded the pod and went to schedule the final pickup of the pods equipment and there was a glitch again so I called customer service again. I was told they would schedule it "offline" again. The scheduled date was for June 30 2023. June 30 came and nobody came to pick up the equipment. The next day I called in to the local manager and he told me that the reason it wasn't picked up was because of a scheduling error on pods end and I wouldn't be charged for July fees and I would also be credited for the final pickup fee. A few days later I was charged for July fees and when I called pods customer service they told me to dispute the transaction with my bank as this would be "the fastest way to get a refund", so I did. My bank issued a provisional credit and I thought that it was over. Then a couple weeks later the provisional credit was taken back because pods flight the dispute. This was in August. (The equipment was picked up on july3. I then drove to the local store and spoke to a manager. He told me that my account was still active and that I was still accruing charges. I sat while hw sent an email asking his customer service to close my account and issue a refund. They still have my account open and are claiming I owe 53$ and have not refunded the ****** for the July charges that was charged mistakenly.

  

  Business Response

  Date: 10/06/2023

  I am in receipt of your correspondence concerning PODS customer, *********************************. As of October 4, 2023, we have resolved all concerns with ********************** to his satisfaction. 

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20687808
  
  I am rejecting this response because:

   

  i have not recieved a refund 

  i have not received any communication regarding a waiving of the current charges they have on my account in error. 

   

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

  

  Business Response

  Date: 10/16/2023

  I am in receipt of your correspondence concerning PODS Enterprises, Inc.customer, *********************************. Per our previous response on October 3, 2023, a  complete review of Mr. ********** account, ********************** position remains unchanged.   The monthly rental  of July, 2023, was refunded to the customer on July 13, 2023, July 14, 2023, and the pick up fee was waived on October, 6, 2023.

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20687808
  
  I am rejecting this response because:

  I have no refunds in the amount of ****** from any date. This is the amount I am still owed. I also have a current balance on account with pods in the amount of $53 and I don't even know what this charge is for. On top of all of this the last 3 times I spoke with pods they told me I would be getting correspondence explaining these charges  I have not received contact and last time I was hung up on. My next steps are to file a fraud complaint with the attorney General if this is not resolved asap. This has been a nightmare since july.....it is now almost November. I will not back down. I will not forget or just go away. I can ot afford to lose this money.

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

  

  Business Response

  Date: 10/20/2023

  This is a breakdown of all charges along with attached invoice:

  6/1/2023:
  
   
  
  Delivery of container to origination zip code 14043-$85.91
  
  Container protection fee- $10.00
  
  Moving blankets rental fee- $24.91
  
  Monthly rental of container from 6-1-23 thru 6-30-23=-$259.91
  
  Total- $380.73
  
   
  
  6/9/2023
  
   
  
  Refund of moving blanket- $24.91
  
  Total refund- $24.91
  
   
  
  6/24/2023
  
  Moving the container to the new location zip code ***** fee- $79.00
  
  Total- $79.00
  
   
  
  7/1/2023
  
  Moving blanket fee- 24.91
  
  Container protection fee- $10.00
  
  Monthly rental fee of container from 7-1-23 thru 7-31-23- $259.91
  
  Total- $294.82
  
   
  
  7/5/2023
  
  Pickup of empty container fee at location zip code *****- $53.29
  
  Total- $53.29
  
   
  
  7/13/2023
  
  Refund of Monthly rental fee of container from 7-1-23 thru 7-31-23- $76.66
  
  Total- $76.66
  
   
  
  7/13/2023
  
  Credit invoiced on the monthly rental fee of the container from 7-1-23 thru 7-31-23- $129.95 for half month of service and $53.29 for pickup fee- $183.25
  
   
  
  7/13/2023
  
  Chargeback completed by customers bank- $424.77
  
   
  
  8/14/2023
  
  Chargeback response from customer bank- $294.82
  
   
  
  8/22-2023
  
  Refund $183.25
  
   
  
  9/8/2023
  
  Final pickup fee for empty container- $53.29
  
  Invoiced as a credit 9no charges made to the customer)

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20687808
  
  I am rejecting this response because:

   

  i only recoeved partial refund by your own acount.....also, the ************************************************* your system. I was told this would be waived by YOUR MANAGER

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

  

  Business Response

  Date: 10/31/2023

  I am in receipt of your correspondence concerning PODS Enterprises, Inc.customer, *********************************. Per our previous response on October 3, 2023, a  complete review of Mr. ********** account, ********************** position remains unchanged.   The monthly rental of July 2023,was refunded to the customer on July 13, 2023, and July 14, 2023, and the pickup fee was waived on October 6, 2023. This was reiterated to Mr. ******** during the peer review along with a complete billing statement showing all invoices,payments, refunds and credits to Mr. ********** PODS order.
  

• Initial Complaint

  Date:10/02/2023

  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.

  Dear ***/*****, I am writing to file a formal complaint against PODS (Portable on Demand Storage) on behalf of ************************************, the founder of ************************. I have encountered significant issues with PODS regarding unauthorized charges, billing discrepancies, and poor communication, which have severely impacted my experience as their customer. I entered a contract with **********************, where I was consistently billed $313 for several months. However, this billing rate was abruptly changed to $228 without prior notice or explanation. This sudden change in billing rates raised concerns and confusion, as I had yet to be provided with any valid reason for the adjustment. How much is the insurance for $25,000.00 Furthermore, I have experienced several instances where PODS attempted to withdraw additional fees from my account without authorization. These unauthorized charges amounted to significant sums of money and caused considerable financial distress. These unauthorized withdrawals disrupted my financial stability and eroded my trust in PODS as a reputable service provider. Despite my repeated attempts to resolve these issues through communication with PODS,. There were numerous instances where PODS could have effectively addressed my concerns and provided satisfactory resolutions. This lack of responsiveness and communication has only exacerbated the problems I have encountered as a customer. Considering these severe issues, I formally request a full investigation into my account with **********************. An impartial inquiry is necessary to uncover the reasons behind the unauthorized charges, billing discrepancies, and PODS's lack of effective communication. Please review insurance charges as other correspondence with any records of unauthorized charges that are not within the contract. How much is 25K in insurance? Why are attempts made to collect incorrect funds, and there is no verbal agreement with automatic withdraws only on two dates.

  

  Business Response

  Date: 10/05/2023

  I am in receipt of your correspondence concerning PODS customer, **********************************    On October 4th, 2023, our PODS advocate spoke with ********************************* to address billing concerns in order to 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: 10/05/2023

   
  Complaint: 20683914
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 10/06/2023

  The reason for rejection of messages, PODS failed to give a breakdown of cost from the beginning of the terms. There were changes made according to the documents attached for BBB to review. When PODS Give a formal break down for each charge and a scheduled date for my PODS then the message will be accepted. 

  

  Business Response

  Date: 10/10/2023

  One of our PODS billing/********************** is currently working with ********************************* to help reconcile the billing on the account.   Our PODS advocate advised ********************************* of the review findings in regard to the new rental rate for the long distance move and provided a customer satisfaction credit that was in line with the findings.  

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20683914
  
  I am rejecting this response because: The credit is for ******. There was a credit of ****** on the account which did not reflect my account. I am requesting Please review all payments received along with invoices which is attached to view the issue. In addition, I am being told a new rate to retrieve my items which is more than what was quoted. Question, PODS still does not have the right to continue to attempt to make withdrawals from the account which is not authorized by the user. Request detailed feedback. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/17/2023

  Our PODS advocate resolved the pricing issue by providing a customer satisfaction credit total of $134.55 for the difference in the monthly rental rate from August 17th to November 17th, 2023, which included proactively providing credit for the monthly rental that ********************************* hadnt even incurred as of yet.    
   
  The amount of $254.00 was a credit that was applied to an invoice for $254.00 for contents protection that was not applicable on the order any longer.   The $254.00 was applied to the invoice to negate it.   The documentation provided by ********************************* to our PODS billing/collection team did not sustain the claim of any billing inaccuracies currently on the account. 
  
  

• Initial Complaint

  Date:09/30/2023

  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 hired PODs for our move. The issue is with the companies customer service and billing department. We originally had PODs dropped. The day of pick, they were a no show, we called several times telling us they were on the way and still no show. To speak with someone we had to drive to the facility because no one was able to help us get our pods off a property that we no longer owed. Then once our pods were unloaded and picked back up. They charged us for another properties pods. We reached out several times to the company with no response or help and eventually disputes the charge on our credit card. They then locked is out of our account and sent us to collections. We are now seeking legal advise on how to pursue. This company is poorly managed and run. And have now illegally charged us and have caused us to spend more energy and money on legal services because the eye cant answer a phone and give us appropriate documentation.

  

  Business Response

  Date: 10/03/2023

  I am in receipt of your correspondence concerning PODS customer, **************************    On October 2nd & October 3rd, 2023, contact to discuss the issue was initiated with ************************* to address all concerns in regard to the move in order to 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: 10/03/2023

   
  Complaint: 20680466
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/03/2023

  We are still in an on going process with trying to get our account unlocked after multiple phone calls, emails and hours of waiting on hold or for call backs.  Every person we speak with says that they can not help and passes it to someone else who can not help.  This company is a poorly run business. 

  

  Business Response

  Date: 10/04/2023

  On October 4th, 2023, our PODS advocate spoke with ************************* to address billing concerns on the account.   Arrangements have been made for ************************* to receive a complete statement for review in order to work toward a reconciliation of the transactions that occurred on the account.  

• Initial Complaint

  Date:09/30/2023

  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.

  Pods has failed to reimburse me anything after failing to deliver my shipment (around $2000). They rescheduled due to a "driver emergency" and didn't consult me on a new arrival date to a gated community where deliveries are scheduled. the "emergency" was that the driver called off (I spoke to the warehouse manager in person.) The person who informed me initially left a general ***** number that left me on hold only to receive an agent who couldn't even confirm the location of my pod.I've given pods ample time (well over a month of the initial issue) multiple phone calls (7 alone to customer advocacy specialist ********************), and a multitude of emails just to get ignored. I was told that the customer advocacy specialist would be able to reimburse me and nothing has happened. I had to rent a UHAUL, use MY TIME, and pay the people I had moving to drive out, unload then reload my items, transport them to me, and then unpack. That is all due to Pods' poor planning. Everything I own was in that pod so I had no choice (as rescheduling would mean paying double for the movers, booking loading times, etc.) I was given a compensation case number, which was incorrect, and another general order number instead. Upon being put in contact with customer advocacy specialist ******************** I was ghosted after a new case number.My current case number is listed as ********. *******'s phone states a return of call within 48 business hours and it's been weeks. Pods changed/attempted to change multiple items/ altered the information I provided them as well without my consent or approval. This ranged from allotted placement of the Pod, not including the gatted information as stated via phone, date/time of delivery etc. They then charged me a "month of storage" for what was no more than some odd few days. I wish to speak to my service rep ********************* as well as THEIR supervisor as I'm completely baffled by the lack of decorum and want an appropriate amount of compensation.

  

  Business Response

  Date: 10/06/2023

  I am in receipt of your correspondence concerning PODS customer, ***************************. As of October 4, 2023, we have resolved all concerns with ****************** to her satisfaction.
  

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20677914
  
  I am rejecting this response because: While Pods has refunded my UHAUL expense, they haven't refunded -- or acknowledged at first -- any of the other things I requested INCLUDING the tolls going to and from their warehouse. They also claim that they can't/don't anticipate refunding any of the additional monies for mine and my movers time, as their failure to deliver resulted in an all day affair. Pods stated that they wouldn't be doing this due to their contract and as well that I chose to go retrieve my stuff -- which is incorrect (I requested a "drop-off" to my location per our original contract). I didn't chose nor opt into the "pick-up" option; Pods failure of delivery forced me to take appropriate action to retrieve my own belongings. I have the toll logs and am expecting reimbursement for the vehicles going to and from, and some form of compensation as well for the time. However, I'm truly baffled how Pods can say everything is resolved to my liking, without even asking me in the first place. 

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

  

  Business Response

  Date: 10/16/2023

  I am in receipt of your correspondence concerning PODS customer, ****************************Per our previous response on October 6, 2023, a complete review of Ms.******** account, ********************** position remains unchanged. The refund ****************** requested was completed on October 4, 2023.  

  

  Business Response

  Date: 10/20/2023

   

  I am in receipt of your correspondence concerning PODS customer, ***************************. Per our previous response on October 6, 2023, a complete review of Ms. ******** account, ********************** position remains unchanged. The refund ****************** requested was completed on October 4, 2023, for the **Haul receipt that was submitted. If ****************** has other documents that she would like to have considered, please have her submit those to us at ***********************************.  

• Initial Complaint

  Date:09/29/2023

  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.

  I hope this letter finds you well. I am writing to express my deep dissatisfaction and disappointment with the service provided by PODS under Customer number *********, dated September 13, 2023. My intention is to bring to your attention the significant inconveniences and financial losses we have incurred as a result of the non-delivery of the **** scheduled for September 29, 2023, at 8:30 am PST, to the address ******************************************************************On the agreed-upon date and time, the *** did not arrive, causing a substantial disruption to our moving plans. Despite extensive efforts to seek information regarding the delayed delivery, we have been left without clear communication or resolution for over three hours. Regrettably, we were compelled to cancel the services of our contracted movers from Moving Zoom, resulting in financial losses and a significant waste of time.Moreover, the failure to deliver the *** has necessitated the forfeiture of a day's work for both my partner and me, entailing additional financial repercussions. The lack of written notice regarding the cancellation of the delivery, coupled with the fact that we were charged for a service that was not rendered, constitutes a breach of our contractual agreement.In light of the aforementioned issues, we are compelled to take formal action. We intend to file complaints with both the Better Business Bureau (BBB) and the Attorney General to address this matter and seek appropriate remedies. To resolve this situation amicably, we are requesting the following compensations:Reimbursement for the cost of the contracted movers from Moving Zoom, totaling $360.Refund of the *** city service fees, charged on the day of the scheduled delivery.One month of free storage as a gesture of goodwill for the inconvenience caused.Compensation equivalent to 50% of the cost of rescheduled movers, when arranged.Compensation for one day's lost wages for both my partner and me, totaling $815.In the event that a rescheduled *** delivery prevents us from moving out prior to October 1st, we request compensation for our prorated rent for October, amounting to $1,025.We believe these requests are reasonable given the financial losses, inconvenience, and breach of contract we have experienced. We kindly request that you respond to this letter within 15 business days with a plan of action to address our concerns and provide the requested compensation. Failure to do so may compel us to pursue legal remedies to protect our rights and interests.We trust that PODS Enterprises, LLC values its reputation and customer satisfaction and will take the necessary steps to rectify this situation promptly. We appreciate your immediate attention to this matter and look forward to a swift resolution.

  

  Business Response

  Date: 10/02/2023

  I am in receipt of your correspondence from ************************* concerning our PODS customer.  On October 2nd, 2023, contact to discuss the issue was initiated with ************************* in order to address all concerns about the move 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:09/29/2023

  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.

  PODS is refusing to initiate the transfer of our POD from ****** to the ** despite providing them with the required documentation. The current SST rep is requesting a document that does not pertain to our case, despite resolving this issue with another rep a month ago. We are in the process of seeking legal counsel.

  Customer Answer

  Date: 10/02/2023

   
  Better Business Bureau:
  
  I filed a complaint last week but have since reached a resolution with PODS. Can you please close out my complaint as resolved.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/29/2023

  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.

  I used the to move my store/move my furnishings from ***************. ********** in June 2022 to my present location in June 2022. At that time they were paid in full. However, the service with them was extremely poor. They did not deliver on time as promised nor did they stay return calls as promised, communication with them was atrocious. It was so bad, they end up giving me a $300 credit towards my bill. At the end of dealings and speaking accounting, they said I owe nothing else. Jan 26, 2023 they debited my account for $960.06! I called and asked why? Was told they made an accounting error. And refused to return my money. Im very upset.

  

  Business Response

  Date: 10/03/2023

  I am in receipt of your correspondence concerning PODS customer, ******************************  On September 30th and October 3rd, 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: 10/19/2023

   
  Better Business Bureau:
  
  I was contacted by a Pods representative who just kept talking and talking without listening to my side of the situation so I just let them say their peace and did end up agreeing to accept the settlement amount they offered but I want it known that I still totally am not happy with what they did by taking money out of my account 6 months later with no justification and I want this posted for the public to see so they will understand the type of business Pods is. I am at this time closing this complaint as resolved but not happily. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/28/2023

  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 *** container that was stacked three containers high in the PODS warehouse in *****, **. The *** fell in January 2023. I was not notified of the accident and found out when I went to move my possessions in May 2023. I have pictures (from the warehouse assistant manager) of my *** standing on end in the warehouse with a hole in the floor of the container and a box from my *** laying on the warehouse floor. I opened a claim with PODS for reimbursement of damaged possessions and 1 hour of my movers time ($245/hr) since they had to work around/through the rubble in the damaged ***. UNIRISC is PODS insurance representative. They told me that they do not reimburse for moving expenses. They only reimburse for damaged possessions. Their claim form has two columns (Replacement ************* Claimed). They do not tell you how to fill out the form. I tried to be as fair as possible in my cost estimates. I reduced my Amount Claimed to take into account age/condition of each item and submitted the form to UNIRISC. UNIRISC then took the Amount Claimed and reduced the amount for depreciation. I argued that my Amount Claimed already was a depreciated amount and some of my amounts were essentially discounted values. Their response was to increase the reimbursement. The amount wasn't quite to my liking, but wanting to put this behind me, I agreed to the amount.Upon receiving the release, it stated that I could not disclose any information regarding this accident to any party. In essence, I could not follow up on trying to get my $245 in mover expenses. This was somewhat verified when I called UNIRISC since they would not give me a definite answer. Insurance Claim: Salesforce Case# ******** / Case# ********** Mover Expense Incident Report Claim# ********

  

  Business Response

  Date: 10/06/2023

  I am in receipt of your correspondence concerning PODS customer ************************   On September 29, 2023, contact to discuss the issue was initiated with ************ in order to address billing  concerns and work on a resolution. 
  

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20671152
  
  I am rejecting this response because: I replied to the email sent by ***************************** on 9/29/2023.  The email was sent to *********************************** since there was not a direct email address for ******* nor a phone number.  The response was sent on the evening of 9/29/2023 and a follow-up inquiry was sent on 10/3/2023.  I have not received a reply to either email, nor have I heard from PODS regarding any of my issues (which are all still unresolved).  I am attaching copies (jpegs) of *******'s original email, along with my response and follow-up (only the follow-up, which includes my initial response due to BBB's 5 attachment limitation).  I am also including pertinent attachments to my email since my actual response was in a Word document rather than in the body of the email.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/16/2023

  I am in receipt of your correspondence concerning PODS customer ************************    On September 29, 2023, October 2,2023, and October 4, 2023,  attempts were made to reach out to ************ to discuss his concerns, however unsuccessful, and voicemails were left. Please have ************ contact PODS directly via email at ***********************************.
  

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20671152
  
  I am rejecting this response because: PODS claims to have reached out to me via email and phone.  I did not receive ANY response to my initial reply, nor to an inquiry sent on 10/3/2023.  I have asked that ***************************** call me, and have included my cell phone number in every email sent to her.  I did receive a follow-up email asking for additional information on 10/18/2023.  I provided the information that was requested.  However, nothing has been offered in regards to repayment for damaged possessions/overcharges.  Based on past experience on these issues (some of which are over a year old), PODS may decide to go silent.  Therefore, this case should not be closed.  It should also be noted that I have not been provided with a phone number to respond to even though my past experience is that phone calls are not returned.  I would also ask that a message be left on my cell if I do not answer since I usually do not answer calls that I do not recognize.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/20/2023

  The customer's requested refund for the labor was submitted and the customer should receive within **** business days.

  Thank you.

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20671152
  
  I am rejecting this response because:I notified PODS on 10/22/2023 that I will not close this complaint until I am refunded the $620 in overcharges for storage.  PODS notified me that they intend to reimburse me for moving charges as a result of them dropping my POD container in their warehouse and not notifying me of the accident.  I still have a claim for overcharges for monthly storage fees which has been ongoing for over a year.  I was reimbursed $20 in June 2023; however, PODS failed to recognize that I had 3 PODS in storage for over 10 months.  What should be a basic investigation has now lasted over a year and has been referred to 3 different "specialists".  I notified PODS as to the current specialist, and their phone number, in the hopes of finally getting this matter resolved.  I intend to keep this complaint open until I receive the compensation for the moving expenses and the overcharge for storage.  Only then will I then sign the release form related to the damages sustained in the warehouse accident and close this matter.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/31/2023

  I am in receipt of your correspondence concerning PODS customer, ***********************. As of October 20, 2023, we have resolved all concerns with ************  to his satisfaction. 

• Initial Complaint

  Date:09/28/2023

  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 contacted Pods to move my personal property from ******, ******** to ***********, ******** and was assured that everything was in order and that my possessions would be delivered to my new home in ***********. They are now refusing to honor the agreement, stating that my are is non serviceable. I was never told of this, had I known, I would not have chosen Pods for my moving needs. In fact, several representatives have lied to me, when I called Tuesday 9/26 to have my Pods delivered to my house I was told that although its a non serviceable area my Pods would be delivered on Thursday 9/28. When I called and to ascertain the whereabouts of my pods I was told they were not going to be delivered. I have been deceived and lied to by pods! Im moving into my new house with no furnishings and personal property. I have been told that I need to hire a moving truck and movers to collect my property from my two 16 pods in **************, *********. This is unacceptable!

  

  Business Response

  Date: 10/06/2023

  I am in receipt of your correspondence concerning PODS customer, *************************. As of October 3, 2023, we have resolved all concerns with **************** to his satisfaction.