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

  4816 Pods Way Chesapeake, VA 23320

• 

  PODS

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

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:09/22/2023

  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.

  The dispute is the past due amount, communication and threat to auction items after 13 years of service

  

  Business Response

  Date: 09/27/2023

  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:09/21/2023

  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.

  The storage center caused a delay of delivery for my 8' container #*****VX.It arrived at the facility in ******** on Aug 29. And the system told me that the small container will arrive between 5PM and 8PM on Aug 30.On Aug 30, I called the PODS customer service number many times from 4PM to 8PM.At around 8PM, a driver called me and told me that it was too late, and he could not deliver the container.I asked him to deliver this asap. He promised me that he would ask his boss to make this the first thing to do the next morning.On Aug 31, I waited for the entire morning and did not receive any update.What surprised me is that, in the system, my container status changed to "Delivered".In the afternoon, exhausted by the customer service calls, I directly came to the storage facility in ****** ** in person.A driver in the facility greeted me and brought me to a manager. They told me that they did not receive any message or call from the customer service.They confirmed that my container was still in the storage area in the facility.And they would send a driver from a nearby facility so that they could deliver my container in the afternoon.Damage/cost: Additional moving company cost. I booked a team of movers for a long block of time to unload the two containers on Aug 31, which is obviously not refundable. Because of the delay, I have to hire another team of movers to move the items in the small container. It took me an additional $1200 with an additional paid day-off to work on the move.Hotel cost. Because of this delay, I was not able to stay in the new house because many parts of my furniture were still in the undelivered container. And it is impossible to book another team of movers with a last-minute call. So I got blocked from staying in the house for at least 3 more days, with hotel and food costs of at least $300 a day.Resolution:I am looking for a refund of $2000 because of the damage it caused.

  

  Business Response

  Date: 09/25/2023

  I am in receipt of your correspondence concerning PODS customer, **************    On September 25th, 2023, our PODS advocate spoke with ************* to discuss what occurred with the delivery of the 8ft container to the destination address 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:09/21/2023

  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.

  To The ********** ** BBB September 21, 2023 Dear BBB Our office as an excellent out of state tenant to this PODS *** since March of 2022 has had issues with this company and their CEO *********. For over 6 months to stop their harassing pay now to be sent to collections when they auto bill on the 28th, 29th, 30th etc when the rent by law a tenant has until the 5th of the month to pay. They refused our requests to change the invoice date to the 3rd, ********* refused any communications. This harassment invades the privacy to a paying tenant, not to a non paying tenant. Last month they finally complied as stated by their lawyer ******* to the 3rd. it was requested because of the 6 month harassment's by email to pay or else to give this excellent paying out of state tenant a courtesy credit for this month of September for $249.00 back to the credit card used by their auto pay each month ******* and ********* flatly refused.It was requested three days ago ******* of their legal send our office the complete payment history in writing tio our office PDF again ******* refused as to state you can get this on your account. ************ threatened this out of state tenant, harassed as to pay now when the month is paid they try to double bill the tenant during the same month that was paid as they stated we bill in advance, it is illegal to bill a tenant twice in one month if the rent was already paid. Finally because of all of this they refuse a courtesy credit of $249.00 for this month of Sept. ************ has over **** complaints and more.Please file this warranted complaint. PODS must issue the courtesy credit of $249.00 immediately or be subject to a legal action for compensatory damages and more if not complied with. They have as well blocked our account to log in.Thank you BBB Triumph ******** ******************* Legal ****** Triumph ******** Studios Corporaiton ***************************************

  

  Business Response

  Date: 09/26/2023

  We are in receipt of your correspondence concerning PODS customer, Triumph ******** *******************.  We appreciate their concerns being brought to our attention so that they may be thoroughly addressed.   Our review confirmed the customers container was delivered on the 29th of March (2022), therefore each month the rental payment would be due on the 29th.   The customers account is set up for credit card autopay, so each month when the invoices generate and are due, the credit card on file will attempt to be debited.  Because the credit card on file was declined, the autopay system attempted payment each day.  In August 2023, as a courtesy, we scheduled the payment to process on the 3rd of the month going forward after the customer provided a valid credit card.  Our PODS billing team did not waive any rentals as PODS followed billing and payment protocols and there were no errors made by PODS in this situation.
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Triumph ******** ******************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Triumph ******** ******************* 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: 01/12/2024

   
  Complaint: 20638096
  
  I am rejecting this response because:

  To The ******* BBB January 9, **** Morning, This is a consumer related formal complaint on PODS **** their CEO and their Legal Counsel. Triumph ******** ******************* as an out of state tenant from ******* for our PODS container in SC which has been paid for two plus years now. In October of 2023 because of contractual and billing errors caused by PODS and not Triumph ******** ******************* an agreement was made for a auto debit payment for a date of the 3rd of each month for said unit in question. PODS accepted said agreement via their Legal Counsel and their CEO. PODs was doing automatic debits to our account on the 27th, ********* etc from the same month the first payment was made. Said agreement which PODS agreed to do was all monthly payments are made on the 3rd of each month "only" after that the card is locked to prevent any unauthorized debits etc. For the month of October, November they complied. December no auto debit on the 3rd, 4th and 5th. As a legal courtesy to PODS the card remained unlocked till Dec 5th two days for said payment of $237.00 for said unit. The same issue for January 3, **** no auto debit payment. PODS refused our office to manually pay to remove the auto debit, they demand of tenants you must be on auto pay etc. Our office received a threat email from PODS " you must pay now $487.00 or your possession will be placed in a lien and sold at auction on January 9, ****. Our office emailed their General Counsel and CEO no communications. RESOLUTION: Because of PODS intentional infliction of emotional distress, the loss of our property as out of state tenants that pay, PODS immediately must pay said tenant $12,000 for the loss of our property, if not paid by January 10, **** back to said tenant, PODS their CEO and General Counsel are sued for their Breach of Contract plus compensatory damages. BBB, please file said complaint. Thank you Triumph ******** ******************* Legal ****** Triumph ******** Studios Corp

  
  Sincerely,
  
  Triumph ******** ******************* Legal Legal Dept

  

  Business Response

  Date: 01/19/2024

  We are in receipt of your correspondence concerning PODS customer, Triumph ******** *******************.  We appreciate their concerns being brought to our attention so that they may be thoroughly addressed.   The customers container was delivered on the 29th of March (2022), therefore each month the rental payment is due on the 29th.   The customers account was initially set up for credit card autopay, so each month when the invoices generate and are due, the credit card on file will attempt to be debited.  Because the credit card on file was declined for payment of the 7/29/23 invoice, the autopay system attempted payment each day thereafter but to no avail (all attempts declined).  
  

  Once the 7/29 invoice was paid on 8/4 with a valid credit card, and in response to the customers request, PODS agreed to adjust the autopay system to schedule the monthly payment to process on the 3rd of the month going forward.  Therefore, the next payment would be processed on 9/3.  PODS did not waive the monthly rental because PODS followed billing and payment protocols and there were no errors made by PODS in this situation.
  

  On 9/4, PODS processed payment of the 8/29 invoice as it agreed to do (the 3rd was a Sunday, so processing was delayed to Monday, 9/4).  Payment was successful.  For the next invoice on 9/29, the courtesy change to the autopay system did not process correctly, and therefore the system attempted to charge the credit card on 9/30, 10/1, and 10/2, but none of those charges went through (the customer was not charged on those dates).  PODS explained the system processing error to the customer and advised him that, to accommodate his billing request and avoid the system reverting to normal billing practices, PODS would remove the autopay option on his account and manually charge his credit card on the 3rd of the month.  PODS was not required to implement this billing adjustment, but we were trying to accommodate the customer as best we could.
  

  On the 3rd of October, the customers chosen date for payment of the 9/29 invoice, PODS manually attempted to charge the credit card on file but it was declined.  PODS immediately advised the customer of the problem and requested prompt payment. The customer did not comply.  Therefore, pursuant to standard billing practices, PODS attempted to collect the monthly rent payment via the credit card on file on 10/4 and 10/5, and both times the card was declined. 
  

  On 10/11, the customer alleged that his bank locked the credit card and advised him to submit the 9/29 monthly rent payment by paper check.  PODS provided all the required information for the customer to submit the payment by check, but no payment was made.  Then, on 10/15, the customer alleged that the bank issued a new credit card and therefore he would not be making payment by check; instead, he needed to reset his online account information to input new credit card information.  For several days, PODS corresponded with the customer to update his online account information so payment could be made, but ultimately the new credit card was rejected by the Secure Pay system.  As a result, on 10/19, the customer once again claimed he would make the 9/29 payment by check the following day. No check was sent.
  

  On 10/24, the customer contacted ********************** and advised that he would not be sending his payment by check because he obtained a new credit card and he was able to update his online account.  Accordingly, on 10/24 the customer finally paid the 9/29 invoice by credit card.  For the 10/29 invoice, the customer paid it not on the 3rd of the month but on 11/7.
  

  We sincerely regret any inconvenience that Triumph ******** ******************* may have endured while PODS attempted to accommodate its special billing requests.    We look forward to continuing to work with Triumph ******** ******************* to ensure a satisfactory experience is achieved and appreciate that they continue to be a PODS customer.
  

  
  

• Initial Complaint

  Date:09/21/2023

  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.

  My PODs Customer# ********* Promised final rental rebate on 2 occasions by PODs via 2 recorded recorded phones calls. (PODs records ALL calls). Amount of rebate to be half of final monthly rental. Recorded calls were 5/12/23 & 8/10/23 amount of rebate promised 8/10 by ******, via both calls amount to be rebated $333.97 + tax. Multiple cases opened to request PODs to review both calls of refund promised by 2 different agents. PODs keeps rejecting the cases simply based on my monthly rental *************** dates. Company is scamming the public whereby they kept 2 weeks worth of my rental money once they had the 2 containers returned to them & are turning around and re-renting the same 2 containers for those same weeks to a new customer.Total August rental paid on 8/4/23: $667.95; 2 empty containers picked up by PODs and returned to them on 8/11/23. Promised rebate for last 2 weeks in Aug for $333.97. Cases opened by PODs with zero results: 6/28 #********, 7/6 #********, 7/27 #******** (new case replacing case#********) per ***** the PODs agent, 7/11 ****** will cancel #********, left messages for Customer ***************************** 9/11 ********* created #******** to request both calls be reviewed. 9/21 Agent named ******* created #******* requesting both calls be reviewed. Vicious cycle with no one at PODs listening to recorded calls of promised rebate by 2 different PODs agents. Taking Rental MONEY for same 2 containers from 2 different CUSTOMERS!

  

  Business Response

  Date: 09/25/2023

  I am in receipt of your correspondence concerning PODS customer, ********************************   On September 21st, 2023, our PODS advocate spoke with ******************************* to address the monthly billing issue.   ******************************* was provided with a refund for of the August 4th, 2023 monthly invoice.    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.

• Initial Complaint

  Date:09/20/2023

  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.

  Scheduled for POD delivery on 9/13/23. 3 PODs to new home. They never arrived. Spoke with **************** 5 times, emailed CEO, *************************************, spoke with an assistant of hers, *************************** and still do not have my belongings. Website says they will be delivered on 9/28 which I explained was unacceptable and they need to fix their mistake ****. Left messages and sent emails yesterday and today with no response so far.

  

  Business Response

  Date: 09/26/2023

  I am in receipt of your correspondence concerning PODS customer ******************  On September 21, 2023,  contact to discuss the issue was initiated with Ms. ****** in order to address her scheduling concerns and work on a resolution. 
  

• Initial Complaint

  Date:09/20/2023

  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.

  Being double charged. My fianxes card and my card have duplicate charges on them.

  

  Business Response

  Date: 09/26/2023

  I am in receipt of your correspondence concerning PODS customer ********************************   On September 26, 2023,  contact to discuss the issue was initiated with **************** in order to address her billing concerns and work on a resolution.
  

• Initial Complaint

  Date:09/19/2023

  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.

  *MY BILLING STATEMENT FOR THE **** WAS UPLOADED*On 02/14/2022 I entered into a contract for 2 containers, number 8094B61 and 343B21, at 274/mth per container on automatic credit card draft. On 6/14/23 PODS started billing me 319 for one and 274 for the other. I have called every month for this to be corrected. Every other month they credit my account **********=638???) and charge me 528 (274x2 = 548). On 9/18/23 they gave me a credit for 619 charged me 528 and charged me again 309. I am now being charged 3 times in 1 month. This fraudulent billing/charging needs to stop. It is causing me problems with my credit card. Also, I have to catch the error every month and sit on hold and be transferred multiple times to get a credit. I am requesting your assistance to have PODS PERMANENTLY correct the frauulent billing.

  

  Business Response

  Date: 09/20/2023

  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:09/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved houses and used PODS to store our belongings. After loading the container, PODS collected it to be stored on their storage facility and we scheduled it to be delivered at our new house on September 6th. The night before the delivery, we checked the online portal and saw it said no account or order existed. We called customer support and were told an error in their system had occurred and the delivery would have be to entered manually but were assured the delivery would occur only on the 7th this time. The *** was not delivered on the 7th. I called called again and were told the same thing and that it would be delivered on the 9th. It was not delivered on the 9th. We called again and several cases were opened for us case #********, compensation claim #********, and proration request #********. We were told we would be contacted by the compensation department within ***** hrs. It has been a week with no contact from compensation. Again the *** was scheduled to be delivered on the 13th. The morning of the 13th, the county demolished the concrete in front of our driveway. The *** was actually driven to our house but the driver was unable to access our driveway or any roads near us because there was rubble everywhere. The driver then took the *** back to the storage facility. We were told that the *** might be delivered on the 16th. We called on the 15th to verify but we were told the delivery on the 16th had been cancelled for an unknown reason. I'm writing this on the 16th of September still with no ***. All of our furniture and belongings have been held from us and we are continuing to be charged monthly storage fees and delivery charges from PODS. Collectively we have spent 5+ hours on the phone with PODS because every phone call takes a minimum of 45 minutes to an hour. Several times we have requested to speak with a supervisor and have been told the supervisor will call us back. Never has a supervisor called us back.

  

  Business Response

  Date: 09/26/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************************/****************************. A review of the issue that gave rise to this complaint is currently underway. *****************************/ **************************** has been assigned a PODS Advocacy Representative and has been contacted to advise of the assignment and provide contact information while the review proceeds.  We have completed a review of the account, and have sent a response to ****************** with a request for documents in another format (as we were not able to open the format that was received) on September 23rd, and a follow-up on September 26th, we are waiting on ******************/************** response to conclude the resolution. We will continue to work with *****************************/ **************************** to provide an appropriate resolution accordingly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience *****************************/ ************, ********************* 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:09/15/2023

  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.

  First issue was bait and switch. I hired PODs to move my furniture form Washington to *******, **********. I was quoted a total of $5620.72 for transportation, $306 monthly rent for each POD (I rented 2 PODs) and $$451.70 and $351.75 + tax for the delivery and first month rent of each POD for a total of $6693.96. I found a house in ********** instead of Concord, which was about 76 miles closer. However, even though the miles were less, they increased the transportation from WA to ** to $8078 from $5620.72. They already had my furniture, so I paid the $8078 for transportation. The PODs were stored in 24 *************., **********. On 5/28 I paid $661.95 to cover the rent of the PODs from May 19 to June 18, and on June 27 I also paid $661.95 to cover the rent from June 19 to July 18. I picked up my furniture on 7/14 at the warehouse in 24 ***** Ct.Second issue I didn't get a full refund for a transportation service I cancelled. I requested the PODs to be delivered on July ***************************** $1637.7 for the transportation. However, I was not told that this amount also included a new rent for the PODs. When I realized this, I didn't sign the contract and called the within 1 day to cancel the services and to request a refund. Within the next 2 day PODs withdrew $613.75 and $411.18 from my credit card. I called several times to request a refund because I had call to cancel ontime but I only got a partial refund. PODs deposited first $367.20 and later $411.18 but not the full amount. I disputed the amount they owed me with my credit card and the credit card refunded me $250.77. Third issue is a new fictitious invoice. Few weeks later I get a call from collections that I owe $244.80 for the rent of 2 PODs from 6/19-7/18 with a credit of $612. My PODs were in **********, where I emptied them, never in *********. I called several times to resolve the issue to no avail. I was denied access to my account, so I don't have the contract with the amount of $$6693.96.

  

  Business Response

  Date: 09/19/2023

  I am in receipt of your correspondence concerning PODS customer, ******** Fix.    On September 19th, 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 ******** Fix 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:09/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on July 7, 2023 for a pod, and included the delivery address on the order at the time of booking. My family was moving from ********* to *****. The empty pod was delivered to my home in ***** where my wife and I loaded it. We scheduled pick up on September 1st and delivery to our new home in ***** the same day. The pod was picked up on September 1st but was not delivered to *****. I did not get any communication from Pods on September 1st aside from a charge on my credit card. I called Pods on September 2nd and talked to several service agents: (1) I was first told that the pod was taken to a storage facility in *******, ** (405 Riverside Road), and that Pods cannot deliver to *****. (2) I was then told by that Pods does deliver to *****, but the facility in ******* is not allowed to deliver to *****. Only the ****** facility delivers to *****. (3) Finally, a supervisor told me that I could either wait a week or two for my pod to be delivered to *****, or I could go to the storage facility in ******* to get my belongings.Pods took my pod further away from the delivery address, then told me I needed to pick up my belongings at my own expense / effort. It is not clear why the pod was taken to a facility that doesn't service *****.Since I have two toddlers and the pod was full of things they need, my wife and I were forced to go to ******* immediately to get our belongings before the storage facility closed for the holiday weekend.Pods refunded my order and offered to compensate me ~$300 for my cost of picking up the belongings. This does not come close to the actual expenses I incurred to fix Pods mistakes.In addition to the $300 they already offered, Pods owes me the following: (1) $300 for the cost to higher a babysitter for 10 hours while my wife and I picked up our belongings. (2) $6,400 for my familys time (~20 hours of my time, ~12 hours of my wifes time at the rate for a 2-person moving team in ******* of ~$200 per hour)

  

  Business Response

  Date: 09/19/2023

  I am in receipt of your correspondence concerning PODS customer, ***********************. As of September 15, 2023, we have resolved all concerns with ************ to his satisfaction.