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 Moving & Storage

  6718 W. Plank Rd. Peoria, IL 61604

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS Moving & Storage

  11891 Amedicus Ln, Unit B Fort Myers, FL 33907

  

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:09/15/2023

  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.

• Initial Complaint

  Date:09/15/2023

  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 and I had a contract that the company would pick-up the delivered container at my residence on 9/14/2023. The window given was from 12:15 - 3:15 pm. PODS did not arrive for the pick-up. I called at 3:15 and was advised the driver was 2 stops away and would arrive within 1.5 hours, but did not. I called again and was told that the driver was exactly 24 minutes away, but did not arrive. I called again and was told that the driver was leaving the warehouse and heading to my house, but did not arrive. I called a 4th time on 9/14 and was told the driver should arrive at 10:45 pm, but did not. Due to this, I am inconveniencing my neighbor as they cannot park their vehicle in their assigned space to provide space for PODS to load the container. Furthermore, I have sold the residence and now have the container occupying space on a property I no longer own. I called again on 9/15 at 8:00 am, simply to be told that the previous representatives had already performed everything they could do and there was nothing else for me to do other than wait. The cost of this service, approximately $3,200 have already been deducted prior to the service being completed and PODS has already violated our agreement by 24 hours. This failure to provide service is causing me the possibility of legal issues due to the *** expecting the container to be removed on a specific date and a specific timeframe, as well as the new owner of the residence demanding their space back. I respectfully ask that this be reviewed and PODS made responsible for reimbursing the equivalent of their breach of agreement. I have made 7 calls to the company in efforts to resolve this matter, as well as sent an e-mail, all to no success.

  

  Business Response

  Date: 09/19/2023

  I am in receipt of your correspondence concerning PODS customer, ***************************. As of September 18, 2023, we have resolved all concerns with ****************** to his satisfaction.
  

  Customer Answer

  Date: 09/21/2023

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

  While the business has responded to the complaint and been responsive and respectful, the business has not explained how they will resolve their failure to satisfactorily complete the pickup process and poor customer service.

  I understand situations arise, but PODS' failure to pick up the container during the designated timeframe on 9/14, caused multiple inconveniencing situations for my neighbors and myself. After 6 calls to customer service, none of the company's agents were able to resolve the reason for my call and provided me with inaccurate information, all stating that the 'pickup will occur within 20 - 24 minutes.' The container was picked up a day after the agreed pickup date without any notice. No one from PODS provided me with a courtesy call to explain why the pickup process was delayed or to reschedule the pickup. This delay in pickup prevented my neighbor from utilizing their parking space while waiting for the pickup of the container. On 9/15, the house had already been sold, therefore, the container was remaining on a property I no longer owned. Furthermore, on 9/15, the container was picked up without any notice to me nor a call from the driver as the policy states. The only way I found out about the pickup was by driving back to the property to discover that the container was no longer there.

  My hopes are that PODS accepts the negative image they created for themselves as well as responsibility for their lack of commitment to the pickup time and customer service. I complied with on time payments and making the space available for the initial drop off and the original scheduled pick-up time. I would like to see a partial refund for the inconvenience caused, the lack of commitment to the scheduled pick-up time, and the poor customer service provided by all the agents I contacted multiple times.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/26/2023

  I am in receipt of your correspondence concerning PODS customer, ****************************** of September 18, 2023, we have resolved all concerns with ****************** to his satisfaction.
  

• Initial Complaint

  Date:09/14/2023

  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 was quoted an amount for *** services and scheduled service to begin in 9/7. I was provided both an itinerary for payment deductions and *** delivery and pickup. On 9/7 the *** was schedule to arrive between 2:15 - 5:15. I got a call from ***** at 11:15 advising they were cancelling it and wouldnt be out until 9/12. I was on the phone for hours pleading to have a *** delivered sooner and spoke to several agents who promised adjustments to be made. I got a *** at 6p.m. on 9/8 and to date no kind of compensation for the issues. To add insult to injury, its been a free for all with them debiting my account for monies that were NOT authorized. Theyre quick to withdrawl payments but not so quick to get any resolutions. The service has been a nightmare! I want my monies back that were not authorized and want someone to acknowledge and provide a resolution to this issue. When people are selling and moving from a home, the last thing they need is added chaos and stress from a company that is supposed to be a service to help alleviate that

  

  Business Response

  Date: 09/18/2023

  I am in receipt of your correspondence concerning PODS customer, ******************************    On September 18th, 2023, contact to discuss the issue was initiated with ***************************** in order to address scheduling concerns and work toward a resolution. 
  

  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ***************************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ***************************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20607839
  
  I am rejecting this response because:

  I am still awaiting to discuss the additional monies deducted from my account that were not part of the contract. Along with the issues that were discussed. I received a call from ******** and am awaiting a response from my returned call at this time.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/22/2023

  On September 19th, 2023, our PODS advocate spoke with ******************************   A billing adjustment credit refund was provided for the same-day rush fee and a goodwill customer satisfaction credit was provided for the initial delivery fee & ancillary lock fee.   We appreciate ***************************** being a PODS customer and consider that the matter has been resolved amicably. 

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20607839
  
  I am rejecting this response because:
  The advocate for PODS was ridiculous in the response given and wants to highlight monies owed that were returned. That wasnt their money in the first place! A good faith minimal return fee of a delivery/lock was made, yes. With all the time and aggravation, its nothing! Furthermore, telling a customer there is no compensation for schedule changes that were made by you, that inconvenience your customer from YOUR error, is unacceptable. Thats YOUR error! l would NEVER suggest PODS to anyone beware.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/14/2023

  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.

  On 1/16/2023, PODS delivered two shipping containers that I had inquired about on 2/10/22. On 3/31/2023, I contested a credit card bill from PODS for delivery of two containers. The $870.62 charge was initially credited on 3/31/2023, but it was charged against my account again on 5/26/2023. On 8/7/2023, I sent an email to ***********************, Customer Advocacy Resolution Specialist for PODS, detailing specific reasons that we did not have a contract:PODS evidence against me is that Customer accepts the attached Rental Agreement when Customer does any of the following: (a) provides electronic signature; . I never provided an electronic signature, nor did I perform any of the other three tasks they require, even though PODS sent me six emails stating that Delays in accepting rental agreement documents may delay delivery or moving of your containers. Although I said the words, ok and right, I never agreed to PODS terms by verbally saying yes or I agree; I simply acknowledged that I understood what the Agent said. The Agent also said ok twice, which proves it is just a filler word.PODS Additional Terms and Conditions state that it is the Customers sole responsibility to insure the contents stored in a container. However, PODS charged me $108.20 for insurance. Furthermore, PODS did not have my authorization to charge me because they did not have my correct credit card information.Although ***** accepts and enforces oral contracts, a written contract is required for contracts that last longer than one year from the date of agreement. PODS invoice dated 01/17/2023 indicates that the rental terms go through 2/15/23, which is five days longer than my original contact date of 2/10/22. We did not have an oral contract because I did not accept PODS offer by saying yes or I agree to the Agent, and we never had a written contract because I did not accept the Rental Agreement by providing an electronic signature.

  

  Business Response

  Date: 09/19/2023

  I am in receipt of your correspondence concerning PODS customer, ************************    On September 19th,  2023, contact to discuss the issue was initiated with *********************** to address concerns about the order that had been booked and the associated charge.   We look forward to working with *********************** with the hope of reaching an amicable resolution.  
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that ************************** 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: 09/21/2023

   
  Complaint: 20606988
  
  I am rejecting this response because:

  We did not have an oral contract because I did not accept PODS offer by saying yes or I agree to the Agent,and we never had a written contract because I did not accept the Rental Agreement by providing an electronic signature. ***** state law states a written contract is required for contracts that last longer than one (1) year from the date of agreement.  At an absolute minimum, this agreement ended one year and five (5) days after my initial contact; this does not include the time to ship it to my new address and to unload the container.
  
  According to PODS Additional Terms and Conditions, it is the Customers sole responsibility to insure the contents stored in a container.  Instead of allowing me the option to get my own insurance or use my homeowners insurance, PODS acted deviously by charging me $108.20 which is clearly contrary to their own document. On 9/21/2023, PODS sent me two credit invoices:PODS-C000173903 for -$54.13 and PODS-C000173922 for -$28.02.  The former is the same price as one insurance charge; I do not know what the latter is for. This proves that PODS knowingly charged me incorrectly. 
  
  During a conversation on 9/20/2023 with ********, a representative from PODS, I repeatedly asked if PODS has anything in writing that proves I was aware of the cancellation policy.  She responded that it was proprietary and that she didnt have anything to give me and it would take a subpoena to get the information.  Additionally, she initially claimed that I made initial contact in October 2022.  Furthermore, in PODS 5/19/2023 response to my credit card dispute, ********************************* stated that I contacted PODS in January,but did not indicate the year.  PODS is potentially trying to obfuscate the facts by claiming a shorter time, thereby negating the need for a written contract.
  
  I believe that PODS engages in underhanded business practices by not following their own stated policies and ***** state contract law.  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/22/2023

  On September 20th, 2023, our PODS advocate spoke with *********************** to explain that the previous review found that the order was properly booked.     Our advocate did incorrectly mention October 2022, then quickly apologized reviewing that the order was booked February 10th, 2022.      During the booking call, *********************** was advised by our PODS associate that both containers would be delivered on January 16th, 2023.   At the end of the call *********************** was transferred to the auto disclosure line which included the parameters of the PODS cancellation policy.      
   
  *********************** did not cancel the order within the policy guidelines and actually cancelled the order several days after the containers were delivered.      Subsequently, we were able to provide a credit refund for the contents while in transit fee and ancillary lock fees, however no additional fees would be able to be refunded as our review established an order was booked for PODS service and that *********************** was provided the guidelines as to what needed to be done in order to ensure the service was cancelled.     *********************** was advised that the findings were based on the booking call review.    *********************** asked for a transcript of the call which is propriety information and not available without the necessary subpoena request. 
  
  

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20606988
  
  I am rejecting this response because:
  PODS is either unable or unwilling to provide proof that I orally agreed to the terms by saying either yes or I agree, therefore we did not have an oral contract.  I suspect they are unwilling to provide a complete transcript because I repeatedly indicated that I was very hesitant about the delivery date, and the Agent assured me it was just a place holder.
  
  Nothing the PODS advocate can say will negate the fact that ***** requires a written contract for contracts that last longer than one year from the date of agreement. PODS invoice dated 01/17/2023 indicates that the rental terms go through 2/15/23, which is five days longer than my original contact date of 2/10/22. We did not have an oral contract because I did not accept PODS offer by saying yes or I agree to the Agent, and we never had a written contract because I did not accept the Rental Agreement by providing an electronic signature.
  
  Although PODS did refund $82.15 ($54.13 + $28.02) that they charged in direct contradiction to their own Additional Terms and Conditions, I am dissatisfied with their continued failure to follow ***** state law and I want a refund of the remaining $788.47.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/13/2023

  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 order a POD storage unit from company. They delivered it in front of my garage doors instead of where I had placed two orange cones to mark the location. I paid first payment upon order. For second payment, Company without any notice or an invoice describing the amount due or the payment date for the services provide just reached into my account and attempted to withdraw an unspecified amount of money. I called the Company 2 times to discuss my displeasure with the financial practices. I informed Company that I would provide payment when they provided an invoice. I was informed that the Company does not/can not provide an invoice, something about the computer can do that. However, the computer is just fine at telling me how much money it could not take out of my account. This is not the way business is historically run and/or how the *** describes it be done. First an invoice for services rendered and an amount due and then payment is rendered.I called the Company two times, was told the same thing. I was also told I could not cancel the order until the bill was paid. But, without an invoice the bill will not get paid. The Company has failed to respond to my request to cancel my order, their storage unit still sits in front of my garage. unuseable due to pods location, for months. The Company should have retrieved their POD as soon as I requested them to do so. Tort law requires them to minimize the potential damages resulting from the situation. The Company has acted improperly from the beginning.I have no problem paying for the two months of service I asked for, but the company should be responsible for their actions of not providing an invoice which would have solved the situation, by responding to my request to remove their pod from my property at month two (2), and/or because once I cancelled the open-ended contract, the Company should have re-acquired their equipment. Company cant tell client what they will provide. I cancelled the contract a month 2.

  

  Business Response

  Date: 09/19/2023

  I am in receipt of your correspondence concerning PODS customer, *************************. Due to ********************** concerns being directly related to their billing, the account is under review with our *********************** and a member of our Collections team tried to reach ********************. However, our Collections Team attempted to connect with ******************** by phone and emails since June 19, 2023, without success, but will continue to reach out to ******************** directly to discuss. In the interim, ******************** may contact their PODS Advocacy representative with any questions or concerns. Several attempts were made by our PODS Advocacy representative to contact ******************** with no success.
  
  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 I regret that ******************** feels he 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:09/13/2023

  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 did not make the delivery I scheduled over a month ago for July 21 with no notification. I drove down to *************, ** from **********, ** to pack the container. Since the container never arrived, this was a wasted trip and I incurred expenses like gasoline ($23.46) and tolls ($50.40) for nothing. Pods agreed in retrospect to pay for these expenses. Since I had to get back to work by Monday, July 24, I had to hire movers. Pods agreed in advance to pay for this expense. This cost $782.90.The drop off was then scheduled on Monday, July 24. Pods cancelled again unexpectedly and without notification. My drop-off date was set for Thursday, July 27. Furthermore, based on the available schedule, Pods was not able to collect the loaded container until August 2. This has caused many problems. I was originally expected to move into my apartment on August 4, but Pods was not able to deliver the container until August 9. The container was delivered to the new address on August 10, and unloaded on August 11. I had to wait until movers were available to unload the container as I had no help, and couldnt unload it sooner. This means that I needed hotel accommodations from August 4-August 10. Pods agreed in advance to pay for this accommodation. This cost $869.82.In addition to the above problems, I also had to wait on hold approximately 4 or 5 times for up to 2 hours because of the excessive wait times on their customer service line. Furthermore, when the goods were finally delivered, there was water damage. This will cause more time and stress that could've been avoided if Pods held up their end of the deal. In addition to all of that, I have been in contact with a Pods Advocacy Dispute representative (ref #********) since July 26 and nothing has been resolved. I most recently contacted him on September 7 and did not receive a response. I also had to supply the receipts and explanations to him more than once. Pods messed up this move at every step.

  

  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.PODS sees an opportunity for service improvement and is currently reviewing the documentation Mr.************;submitted to substantiate the request. We will continue to work with Mr. ************;until the review is complete and will provide details and appropriate resolution accordingly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ************;may have endured.  PODS Enterprises, LLC prides itself on its quality customer service and I regret that Mr. ************;feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20599439
  
  I am rejecting this response because I havent received reimbursement yet. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/06/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************. On October 6, 2023, a PODS representative reached out to ****************** via email advising the review was complete and included a resolution offer to the claim in hopes it would help improve the PODS experience with ******************* We are currently awaiting the return of the documentation to enable the credit and *************, the refund will be completed, satisfactorily resolving the issue.
  

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20599439
  
  I am rejecting this response because: I have returned the requested materials but have not received payment. I was told it would take up to 30 days and have not received confirmation of shipment of the check or a tracking number. When contacting the billing department, they were unable to say whether a check had even been issued yet. I have also requested these confirmations from the customer agent handling my case and have not received a response. I have been going back and forth about this issue for 3 months now. This is all unacceptable. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/13/2023

  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 entered into a contract with PODS on June 13, 2022, to have my household items placed in their PODS and stored in ********* while my new home was being built. From day one my ending location was going to be *********** ** ***** and was indicated on the contract. It took 14 months to complete the home and I moved in on Aug. 30th, 2023. I contacted PODS to find out what the turnaround time would be for delivery, and they indicated 7 days. When I called them, it was going to be three weeks and the delivery was scheduled for Sept 14th. Each contact with them the ending address was discussed. I received an email confirming this delivery on the morning of the 09/12/2023. At 5:30 pm on the same day I was told via phone mess and email that they would not be delivering the PODS do to it not being in the delivery area. Note I am 100 miles from *********. I phoned them twice to resolve. I was told that I needed to get my own truck and go to *****, Offload and bring back to my house myself. That they could not do anything to assist me. If the warehouse does not want to deliver, they won't. I need them to follow through with the delivery to my new address as promised. Customer #****************

  

  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. PODS sees an opportunity for service improvement and has advised **************** once she unloads her contents at the facility to provide any receipts/documents to substantiate the dispute request. We will continue to work with **************** until the review is complete and will provide details and appropriate resolution accordingly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ***********;may have endured.  PODS Enterprises, LLC prides itself on its quality customer service and we regret that Ms. ***********;feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20597325
  
  I am rejecting this response because: I sent the below email to ********* on 09/29 and have not heard back as of today this concern has not been addressed.

  Hello *********
  I would like to notify you of what happened the day I went to offload my PODS.  When I spoke with the lady on the phone to reserve the day I was going to get the pods I was given a different address then you gave me.  They gave me the address of ********************************************************  Once we found Suite 101 they informed us that in fact PODS has moved and they gave me the new address which was the one you had given me  *******************************************  At this point everyone including the movers I hired had to drive and locate the new address.  Once arriving at the new address there was not an office to check in.  We had to locate the PODS ourself.  Once found and after getting into the first POD because the door was stuck and the second POD the key broke off into the lock.  A lock which I purchased from PODS.  We went into the warehouse and a very nice gentleman came out and cut the lock off and helped us get into another door that was stuck.  That being said maybe someone needs to remove the **** Engineer Way out of your system.
  
  My receipts for the move are attached above. I would also like the charge ($647.95) that was placed on my credit card the day before (09/13) the PODS were to be delivered to my house (09/14) credited back to me.
  
  I would also like to be compensated for the difference had I gone a different direction.  I chose PODS because of the convenience of not having to move my stuff multiple times and impose on family and friends.  From onset we had an agreement that my items would be delivered to my house in ***********, **. 86426  Even as of August 14th when PODS had to send my second container to meet up with the first in ********* because they had to be together to be transported to my final location *********** ** 86426.  After figuring out what I would have done had I known that you would not deliver to *********** **. The move and storage I figured that it would only have cost me $3,275.95 ( I will even add in food and drink for my family and friends help of $400.00 for there assistance twice) for a total of $3,675.95.  The total dollar amount I paid to PODS per our agreement to deliver to *********** **. 86426  $13,919.28.  This would be a difference of $10,242.33. This would be the amount along with the amount of the attached receipts I would like to be compensated for.
  
  Thank you
  ***********************
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/16/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. After a full review of the account, we found that the destination zip code the order was booked with is in an area that is no longer serviceable. On October 10, 2023, a PODS representative reached out to *************** to discuss the review findings and was advised that we reviewed the documentation presented requesting compensation for having to unload her contents from the local PODS facility to her destination address. Because the destination was not serviceable **************** needed to go to the facility to unload her contents there. When this occurs, PODS removes the delivery fees from the order since there is no delivery. When PODS considers compensation, we deduct the delivery fee from the receipts provided as this was an expense a customer would expect to incur for ********************** their contents from their origination to their destination.
  
  The delivery fees quoted when **************** placed her order were more than the receipts she provided. Based on this information, PODS deemed there to be no compensation granted for ******************** destination not being serviced.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20597325
  
  I am rejecting this response because: In there reply it is stated that the "destination zip code the order was booked with is in an area that is no longer serviceable" I do not understand how a company can enter into a contract and change the terms at the last minute.  They had plenty of time to address this issue with me.  I do not feel I have been made whole after dealing with this company.  Also, to make things worse....  my PODS were to be delivered on Sept. 14th.  It was the day before delivery on the 13th that I found out they would not be delivered.  PODS charged me another month's rent on the same day that I was to receive the PODS the 14th.  I managed to pick up my item on the 19th.  You would think that they would give me some time to complete this before charging me.  I did go through the CC company and disputed the charge, and they reversed it.  Suprise, I get a call this morning that PODS is going to send this $647.95 to a third-party collection agency.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/31/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ************************ On August 29, 2023, **************** called to schedule the delivery on the next available date of September 14th. At that time, PODS agreed that the rental fee should not be charged. However, on September 12, 2023, before ******************** billing cycle date of September 13th, we advised **************** that PODS would not be able to service her destination and she would need to schedule access at the local facility to empty the PODS container. To schedule access, PODS only needs 24 hours in advance notice to schedule access. On September 12th, **************** advised that she wanted to dispute the issue and did not want to schedule access at that time. Setting up a dispute did not guarantee the rental fees would stop being billed and PODS advised **************** of what we were able to do with 5 days ***** from 9/12-9/16 to be eligible for the last rental fee refund. On September 16th, **************** went online at PODS.com and scheduled her final access container. Had **************** scheduled the access on September 12th when she spoke with an agent, she would have been eligible for the refund. Based on this information, PODS is not able to honor Ms. ******* request for the last rental fees to be refunded.

• Initial Complaint

  Date:09/13/2023

  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.

  July 17th 2023 * Approximately one month prior to this date I had scheduled a pods delivery - I was told 3 installments/payments would be spread out They charged me 5 payments all with in 7/18 and 8/2 -On 7/17/2023 the pod arrived three hours past its given window with no communication -during the initial information provided to me by pods, I had requested that my items not be stored, but shipped directly to my new residence from ********** to *****.- I had been told I would be getting a 25% discount on mileage along with our military discount due to the poor communication with delivery.I was quoted $3237.51 for a 16 foot pod in addition to a second 8 foot pod for $1478.22 I was then told I would be charged $104.30 for when they dropped both pods off at my residence in ********** and then again when they delivered the pods in *****. This price should have come out to $5132.93. Instead, I was overcharged by $759.70 for a grand total of $5892.63 -When I spoke to one of the first sales associates when disputing my charges she had mentioned it look like they had charge me for storing my pod, which I specifically told them I did not want done.-I was then told by a different sales associate that I was able to look up all of the charges on my pods account and when I did it shows a multiple additional charges I was not aware of nor was I verbally informed of when I made my pods rental. I had not been mailed any information regarding my rental either.At this time I would like my $759.72. I was overcharged returned. This all due to the fact that this company uses misleading sales tactics and poor communication to mislead consumers. This company stores your items without your knowledge then charges you for the storage fee. I have called this company multiple times, I have sent emails and not been communicated with. When I asked to speak to a manager I have not been able to.

  

  Business Response

  Date: 09/19/2023

  I am in receipt of your correspondence concerning PODS Enterprises, Inc. customer, *****************************. Per our previous response on September 16, 2023, a complete review of ****************** account, **********************'s position remains unchanged.  Based on our review, we have concluded that the fees invoiced were consistent with the quoted services.
  

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20595266
  
  I am rejecting this response because:
  The company continues to deny my claim of error on their part, despite employees telling me I was missed charged. I was quoted a certain amount and expect to pay that certain amount this company owes me roughly $700 in reimbursements.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/26/2023

  I am in receipt of your correspondence concerning PODS Enterprises, Inc. customer, ************;*******. Per our previous response on September 16, 2023, and complete review of ***************** account, **********************'s position remains unchanged. On June 21, 2023, Ms. Bartles contacted Pods and booked her order for one container to be delivered. At this time, all pricing was provided to ***************** and she agreed to proceed. On July 18, 2023, ****************** contacted a PODS representative to request to add another container to her order and the additional pricing was given at that time. In addition, ****************** has also updated her order/account online and was provided pricing throughout her order with PODS. Any time a change is made to a customer's ********************** order, a confirmation email is sent with the details of the changes. Based on our review, we have concluded that the fees invoiced were consistent with the quoted services. 
  

• Initial Complaint

  Date:09/12/2023

  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 ordered a large container from PODS with delivery to my new apartment in ********. They dropped off and picked up the container from my origin point with no issues. However, they never delivered it to my new apartment. The pod arrived in ****** approximately a week and a half late, and customer service reps repeatedly told me it had already arrived and would be delivered the next day. I had to directly contact the local warehouse manager to learn that it had not in fact reached ****** yet. As a result of the extended delay, the permits I purchased expired and another business closed the street at my apartment. I ultimately had to hire a u-haul and move everything across town myself with several friends, which took a full day of labor. I was told that I could not get a refund on the travel costs because the container had arrived at ****** before I made the request, but as stated above, this was not true and I requested the refund several days before it reached the state. **************** reps lied to me about the location of the container to try to cover their liability for a refund. When I had the local manager update my account and explain that it reached the state more than a week late, I was told I would be contacted within 72 hours for a refund. This was more than two weeks ago. I have called back several times and been told I just have to wait and someone will eventually read the refund request, because the refund team cannot be contacted by anyone other than an internal customer service ticket. I wholly expect they have no interest in actually responding to my ticket, ever.

  

  Business Response

  Date: 09/15/2023

  I am in receipt of your correspondence concerning PODS customer, **************************    On September 15th, 2023, our PODS advocate spoke with ************************* to address the scheduling that occurred for 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:09/12/2023

  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.

  Upon initially booking a pod to facilitate a cross-country move, I was given the false impression I could easily call when the pod was filled to ship my stuff back, as well as to receive an additional pod within a day or two. However, upon receiving the pod on Sept 9th, and filling it by the 11th, and calling to schedule a shipment, I was informed I'd need to wait until Sept 23rd not only for the pickup, but also for an additional pod to be shipped. The "Priority" the initial sales rep insinuated I would receive was a lie.After two full days on both the phone and online chat trying to resolve the issue, I was offered a small pod for Sept 16th...with a huge service fee attached due to "expedited shipment." This whole process forced me to change flights, change vehicle shipments, and find accommodations, having packed up all of my furniture into the pod. It also will likely incur an additional month of rental fee due to THEIR OWN speed. My end of the agreement - filling the pod and calling to request shipment - was complete within 2 days. I will now be charged additional money due to their own lack of transparency in the initial booking.I have lost thousands of dollars due to this exchange and would never recommend this company to anyone. If I had been told to book both dates in advance, I would have easily done so. I had also informed the initial sales rep my situation, saying I'd be flying cross country a week after getting my pod, and him saying I'd be able to get it all sorted before the week was through. The entire experience cost me money and caused an incredible amount of stress, as well as losing several weeks of work, as my work station was broken down to be shipped.

  

  Business Response

  Date: 09/15/2023

  I am in receipt of your correspondence concerning PODS customer, ******************************   On September 15th, 2023, our PODS advocate spoke with ***************************** to obtain additional information to address scheduling & pricing 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.