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

  
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  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: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.

  We rented a *** and scheduled a pick up and delivery. It was picked up September 7th and we were told it would take **** days to get it from ** to TX. a week went by and the app never updated with a new status. My husband called to find out our pod was taken to the storage facility. We were told September 25th was the soonest delivery date we could schedule. So we scheduled for September 25th. They delivered a *** to our house when my husband came home he informed me that it was not our pod! Our bod was missing the *** logo on the side and this pod wasnt this pod also had 2 locks and ours didnt. My husband confirmed in the app that the serial number didnt match. We called to inform ********************** and they came and picked up the wrong one immediately and told us that our pod would be delivered the same day. It wasnt. So we called again and we were lied to claiming the driver had the pod and would be calling us to deliver it. My husband talked to the driver he said that they didnt know where our pod is. We have called over a dozen times asking to speak with a manager or anyone that can tell us when we will get our stuff and keep just being told we will receive a call its been 5 days now and still no call. My husband did receive a call from a customer representative asking if we were ready to have our pod picked up! When he explained to her our situation she hung up on him. He tried the online chat and never got a response. We have family who have bought non-refundable airplane tickets from **** to come to help us put our stuff away tomorrow since It is just me and a 2 month old baby at home. We dont have any furniture in the house we are sleeping on the floor and our baby has out grown the clothes we packed her thinking we would get the rest in **** days. I work from home and need my stuff to do that! I am currently on hold now for over 2 1/2 hours waiting to talk to a manager. I just dont know what to do at this point. Where is our stuff when will we get it?

  

  Business Response

  Date: 09/30/2023

  I am in receipt of your correspondence concerning PODS customer, ************************    On September 30th, 2023, our PODS advocate spoke with *********************** to discuss the scheduling issue involving the destination address.    We look forward to working with *********************** in order to resolve this matter as quickly as possible. 
  
   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:09/28/2023

  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.

  They have not picked up the *** they delivered to me in JUNE! I have been scheduling since last week and they never show up! My house transferred 9[22[23! I am leaving for ******* and this company does not do what I have paid them for. ANd customer service is virtually NON EXISTENT

  

  Business Response

  Date: 10/03/2023

  I am in receipt of your correspondence concerning PODS customer, ********************************************.     On  October 2nd, 2023, our PODS advocate spoke with  ******************************************** about the scheduling that occurred for the move.   We look forward to working with ******************************************** in order to provide a satisfactory resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that ******************************************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ******************************************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 10/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I appreciate the words PODs used but they have not DONE anything to satisfy this issue.  They were horrible to work with from start to finish and the customer service is non existent.  I want a complete refund.
  
  Sincerely,
  
  ********************************************

  

  Business Response

  Date: 10/04/2023

  ******************************************** concerns were addressed with a thorough account review.   On September 25th, 2023,  ******************************************** requested the container be moved to a self-storage location.    The move was completed on September 29th, 2023 as well as the retrieval of the empty container.   ******************************************** had been charged a swap fee for the container size change on the order which has been refunded.     We appreciate ******************************************** patience during this process in order to be able to provide a resolution based on the review findings. 

• 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.

  PODS storage is scamming people. I told them back in April that I was done using their services. I had items still in the unit I wanted to dispose of. But the hours of operation (9-2 only during the week) prohibited me from going to dispose of my stuff in the pod. I tried to schedule many times to no avail. I have screenshots of chats that I will be attaching and sending with this complaint. I also attempted to speak to someone on the phone but kept being sent through their automated phone line instead of to a person to help me. I called again today to try to resolve this issue from APRIL/MAY time frame and they said all I needed to do was fill out a form stating that I forefit my unit and they will be donated to PODS. I'm not sure why this solution was not offered to me in APRIL/MAY before I was charged another $597 for storage for more months when I didn't even want the unit. This is scammy business practice and I only paid the 597$ so I didn't get sent to corrections and ding my credit. People should NOT use PODS if they don't want to be taken advantage of.

  

  Business Response

  Date: 10/06/2023

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

• Initial Complaint

  Date:09/28/2023

  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.

  They delivered a damaged pod that could not be used. They then charged me an additional $550 for a new pod. They also emailed a bill for an additional $5000 to transport a pod we wont be using

  

  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 her satisfaction. 

• Initial Complaint

  Date:09/28/2023

  Type:Customer Service 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 am a Disabled Veteran; my storage unit was sent to be auctioned off without anyone notifying me. Your website does not allow customers to make payments online if they are behind on their payments. Not acknowledging that you have customers from different time zones and customers are unable to get in contact with anyone if you only have an office that handles certain issues during one time zone. I am in PST zone, and I literally have to wake up at 5am to call someone in the auction department at 8am in ********** **. When I actually reached someone over the phone, they ask me for my name and pin number. They never confirm my address. On Monday September 25th around 230pm PST I was calling to schedule a payment set up to get caught up on my past due balance. My balance was like ****. But back in July when I called, I explained I was currently going through a financial hardship due to being unemployed and going through an expensive divorce. Apparently, no one has been updating my account correctly. September I am told that my storage unit was auctioned off September 21st. Also, that I was notified about my unit being auctioned off. 1st and foremost I want to be clear if you didn't hear my voice giving anyone authorization to auction off my unit then I was notified. Secondly, the email on file was incorrect. The operator mentioned there were 5 addresses on my account when I have been living at the same address now for over a year. I have my personal information, military, college, childhood and very sensitive items that is now been given to someone else. This is considered fraudulent activity. Now someone has my SSN/ banking info and medical information. I served my country only to be robbed of my belongs for falling on hard times. I would like to know who has my stuff and have them returned to me immediately. I will take this matter higher if need be! No one's personal belongings shouldn't be treated like this just to recoup funds or make a profit.

  

  Business Response

  Date: 09/28/2023

  I am in receipt of your correspondence concerning ********************************* .   Due to *********************************** concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time.  Upon completion of the review, a member of our PODS Billing/Collections team will reach out to ********************************* directly to discuss.  
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry.   We sincerely regret any inconvenience that ********************************* 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:09/27/2023

  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 have been trying to resolve an issue with PODS regarding a billing issue for nearly two months now and have yet to be helped by anyone. I first reached out in early August when I realized that two unauthorized charges were taken out of my account after being finished with the service. I had been in contact with representatives from the PODS location where my POD was being stored because a representative had contacted me to inform me that my POD would not be deliverable to my location. So I called back the same number that called me and informed them that I would be renting a UHAUL truck to empty the contents of the container. I visited the location and emptied out most of the contents on this day (July 15) which would be the first of two visits. I was not able to empty it in one trip because the location had to close. I contacted the person that I had spoke to again at the same phone number and informed them of this. They said they would make sure the pod would be easily accessible for me to come get the rest out. On the day originally agreed upon (July 20) I was not able to make it before close because of my work schedule. So the representative said they could hold it until the next day. When I arrived on that day (July 21st) the pod was not out. So again I called the same number that I had been calling to ask them to get it out. After I finished emptying the contents. I called back the same number and a different person answered this time a female who spoke in a ***** voice as though she was a supervisor or someone in charge. She said that I shouldn't have been calling that number because they don't usually use that line for this sort of communication. I thanked her for their help and let her know that I was done emptying out the pod and was done with the service. She said OK. Again this was on July 21st. On August 1st I was billed $49.95 for contents protection and on August 3rd was billed $327 for rent for the month of August.I have contacted PODS so many times trying to resolve this that I have lost count. Through phone calls, chats and email. I have had several representatives acknowledge that these charges were made by mistake and several have even told me that my refund has already been issued and to expect it within **** business days. I am very frustrated at this point by the dishonesty that I have experienced. All I want is to be refunded this charge that was incorrectly billed to me. It should not be that complicated to take care of a customer. If they look at my account they can see how much money I have spent through their service and am not asking for anything more back. Just what was incorrectly charged to me. $327 for August rental and $49.95 for contents protection.

  

  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. 

  Customer Answer

  Date: 10/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: The issue was not resolved. The company did not issue my refund. The refund showed pending in my bank account on October 3rd the day they claim to have resolved it. However, the transaction disappeared from my pending transactions as though the refund was canceled. I never recieved the refund. I have contacted my bank about this and they are currently investigating it. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 10/16/2023

  I am in receipt of your correspondence concerning PODS customer, *****************. Per our previous response on October 3,2023, a complete review of ************** account, **********************'s position remains unchanged. ************** refund was released on October 2, 2023, please have ************ contact his financial institution for further assistance.
  

• Initial Complaint

  Date:09/26/2023

  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.

  My daughter and I initially put our belongings in storage on April 20th, 2023. (The drivers seemed very capable and nice, I have zero issue with them.) At the time we were unaware where we were going to land. I am my daughter's childcare provider and we live together, and my daughter is in between jobs and it could take her anywhere, therefore we relied on PODS for a safe way to store our belongings. Well, because of other issues with PODS taking out unauthorized money multiple times and causing mayhem every chance they got, on September 15th we scheduled to go to the PODS warehouse to unload our *** into a Uhaul. To be done with PODS. When we got there the facility was in the middle of nowhere and our *** had been stored, basically in a field out in the open, with zero regard to our things. When my daughter opened the *** she immediately saw f**** She told me to step back, wrapped a tshirt around her face, and started dragging things out. EVERYTHING was covered in mouse f**** and urine. PODS did NOTHING to help us. The warehouse workers did nothing to help us. We had to pay for help to unload, sort, clean, and reload what we could salvage then leave the rest of our belongings in the infested *** for them to dispose. We lost over $15,000 worth of stuff and all PODS has done is send us our contract and stating they are liable in any way for rodent infestation. My daughter lost almost all of her belongings. Everything. She breathed in rodent f**** and urine, and I am praying she doesn't get sick. It was that bad. We took over 100 photos, but PODS of course wont lift a finger to help. It was only stored for a few months. Poorly stored in a manner that should be unacceptable. ***** on the *** and I truly hope she can sleep at night knowing her compaby took everything from good people who were already down on their luck AND put my daughter, myself, and a one yr old in danger for not lifting a finger to help us that day. Yes, we had the baby with us. Awful company.

  

  Business Response

  Date: 10/06/2023

  We are in receipt of your correspondence concerning PODS customer, *******************. ********************** can only respond on how the coverage was presented, therefore any claim disputes would need to be addressed directly through ************ If **************** is disputing the validity of the denial she would need to contact ************ directly and go through the applicable dispute process. Please have this complaint removed from PODS Enterprises, LLC and forwarded to ************, *******************************************************************************;as ****************' remaining concerns are based solely on the denial of the claim.
  

  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ***********;may have endured. PODS Enterprise, LLC prides itself on its quality customer service and we regret that Ms. ***********;feels she experienced anything less. We sincerely apologize for any instance where an individual is not completely satisfied with a PODS experience. With receipt of this correspondence, PODS considers this matter closed.

• Initial Complaint

  Date:09/26/2023

  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.

  We scheduled our drop off date for our *** at our new home for 9/1/23. We called the night before because we never received a drop off time and they said they had a system error that lost our delivery date we requested. In their system, they were able to see our specific instructions about where to place the pod, that we submitted WITH the drop off request date, so the schedule went through and their system lost the date. We called to get the drop off delivery date situated and told PODS they needed to make it right because we needed our belongings. We did everything correctly on our end, but their system made an error which messed up the delivery. They told us they would escalate the issue and have the *** delivered a day later than we requested. We accepted this correction because they said it was the best they could do. The time frame they gave us for the new delivery date came and went and still no ***. After multiple attempts to contact the company and explaining our entire situation over and over, they eventually got ahold of the location manager and dropped the pod off the day they promised (9/2). We later get a bill for a rushed delivery charge for over $80. Not one person we spoke with mentioned a rush delivery charge. We were told from the start that the situation was being escalated due to THEIR error, not ours. We contacted PODS multiple times after this charge hit and everyone we spoke to said the charge would be removed because they agreed that the rush delivery was their responsibility. Now we are being told that WE have to pay the rush fee and they are denying any wrongdoing.This is by far one of the worst companies weve worked with. The complete lack of organization and professionalism is mind blowing. They ruined our grass with tire track at our old home (which is why we requested they stay away from the grass at our new home) and they also scheduled a pick up date without our knowledge that we had to rush to correct as well. Total disappointment

  

  Business Response

  Date: 09/27/2023

  I am in receipt of your correspondence concerning PODS customer, **************************     On September 27th, 2023, contact to discuss the issue was initiated with ************************* to address the same day rush fee & other concerns about 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.
  

• Initial Complaint

  Date:09/26/2023

  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.

  I spent $3000 in total for my items to be transported via pod from ********** to Georgia. I paid to have my things delivered on 9/2. I get notified on the day after my items were supposed to be delivered (9/3) that my pod will not be arriving until a week later. I spoke with a representative that admitted there was a logistic issue with the transportation. I requested this incident be escalated so I can get a refund back from the company for the delay. When I got resolution, they offered me $375. I spoke with the representative via email stating that is not enough for a week long delay that was the fault of Pods moving and storage. She said it was the final answer and they could not compensate me any more than that. I have a hard time believing a company of that size cannot make up for their mistake. Im hoping to get a more equitable solution as Ive been dealing with this issue for weeks and dont want to be written off.

  

  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 her satisfaction.
  

• Initial Complaint

  Date:09/26/2023

  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.

  9/7/23. I paid them over $10,000. I changed my contract and they showed my all the expenses that I was going to occur and it did NOT include another month of rental expenses. I figured this was because the unit was in transit and would not be in a storage facility any longer. Then I was charged a full month's rental and cost for insurance even though I had the pod on my property, plus the fact that their contract states they are no longer responsible for items when the pod is on your property.

  

  Business Response

  Date: 09/29/2023

  I am in receipt of your correspondence concerning PODS customer, *****************************. As of September 29, 2023, we have resolved all concerns with ********************** to his satisfaction.