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

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

• 

  PODS Moving & Storage

  3705 62nd Ave N Pinellas Park, FL 33781-6001

  
• 

  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/07/2023

  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.

  Did not pick up containers as agreed. Went to wrong address twice.

  

  Business Response

  Date: 09/11/2023

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

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20568493
  
  I am rejecting this response because:
  PODS IS NOT DOING ANYTHING EXCEPT MOVING COMPLAINT TO DIFFERENT DEPARTMENTS AND CONTACTS.
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/19/2023

  I am in receipt of your correspondence concerning PODS customer, *******************. Per our previous response on September 12, 2023, a complete review of ************** account, **********************'s position remains unchanged.  Based on the review, we have concluded that the account was scheduled accordingly and the scheduled moves were conducted appropriately based on the requests made during the interactions with our associates. 
  

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20568493
  
  I am rejecting this response because:
  PODS DID NOT LOOK AT DETAILS OF HOW THEY WENT TO THE WRONG ADDRESS 3 TIMES OVER 7 DAYS TO

  PICK UP CONTAINERS.

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

  

  Business Response

  Date: 09/22/2023

  On January 5, 2021, ************ called in and booked an order for two 16' containers to be moved from ***** to *******. Both containers were scheduled to be delivered on January 15, 2021, and picked up full to be brought back to storage on January 22. Two hours later, ************ called in requesting to update the initial delivery address from ******************* to *******************. ************ claims that the change of address affected the price, and a pricing dispute case was opened for review. After review, we found that the initial delivery fee remained the same as originally quoted, however as a gesture of goodwill the transit was discounted. On January 21, 2021, ************ called in again disputing the same issue for the cost of the quote for the different ID address. This was addressed internally with a PODS representative where an amicable resolution was reached on February 3, 2021. 

  
  

  On January 19, 2021, ************ called in and rescheduled the return to storage from January 22 to January 21. On December 14, 2022, ************ called in to request to keep the container local. However, due to a system issue the order was rebooked to include the new destination zip code provided. On December 6, 2022, ************ called in and canceled the scheduled redelivery and final picked of the container. On December 18, 2022, ************ requested a confirmation email in regard to the cancellation of the remaining legs. At this time, it was found that he was not receiving emails appropriately. The agent guided the customer to show him how to locate his order documents on the PODS.com website portal.

  
  

  On **** 10, 2023, the customer called in and scheduled the pickup of the empty containers. At this time, both containers were scheduled to be picked up empty on **** 13th. On July 6th, 2023, PODS received notification that ************ submitted a chargeback dispute through his bank in the amount of $220 partial of the redelivery fees. This caused the account to go under Collections. On July 10, 2023, ************ requested to open a scheduling dispute for review due to the monthly rental fee, however, based on the findings, the customer was not charged the monthly rental fee for **** and the amount being disputed was the cost of the redelivery fee initially paid on **** 2nd. On 6/15/23 the customer called in and requested his CC to be removed as the order was complete. On July 24th, PODS responded to the chargeback request and received notification on July 31, 2023, that the chargeback was won back in PODS's favor. At the time, the account currently has a zero balance.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20568493
  
  I am rejecting this response because:
  I CALLED FOR PICKUP JUNE 5th and was told pickup possible June 7 or it will be June 8th.  THEY WENT TO

  WRONG ADDRESS ON JUNE 8-9-10

  I incurred storage fees for my car as

  I could not get into my garage.  YOU SPENT 5  days going to the wrong address for pickup.
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/02/2023

  Per the review, on May 30, 2023, ************ scheduled the delivery of both of his full containers for June 2nd. On June 10th, ************ called in to schedule the pick-up of the empty containers for June 13th. After a full account review, we found no notes or phone calls to support the claims of the driver going to the wrong address to pick up the container. All moves were completed as scheduled.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20568493
  
  I am rejecting this response because:
  TRY CALLING PODS FACILITY MANAGER ******  AT **********

  WHO ORDERED THE PICK UP.

  YOU ARE DELIBERATELY AVOIDING 

  THE DETAILS OF MY COMPLAINT.
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/06/2023

  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 feel the company PODS moving & storage is a scam. I have email proof that they originally quoted me $229 for monthly storage. Now that my storage container is at their facility and they have a credit card on file, They are now charging me $399 a month. I have contacted everyone I can with customer service, and nothing gets resolved. They also have three storage sizes a small, medium and a large and I have the medium container size. They also told me that the medium size cannot be shipped transit across country which no one told me. They only offer the large size shipped across country which I have to pay a higher price. I was never notified of this, why do they offer a medium size if they cannot ship it or use it? I will do everything in my power to at least post a negative review everywhere or try to get my some of my money back. I am very disappointed.

  

  Business Response

  Date: 09/15/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***********;*****.  On September 8, 2023, a PODS representative and Ms. Moore reached an agreement involving a customer satisfaction discount as a resolution to her 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. Moore may have endured.  PODS Enterprises, LLC prides itself on its quality customer service and I regret that Ms. **********;feels she 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: 20566907
  
  I am rejecting this response because:

  I am still being charge monthly storage rental for the large container $399 a month that I do not have. I was quoted a lesser monthly amount $239 monthly  for the medium container size in which I have. I have a medium size container not a large. PODS offered me a 10% discount transferring my container across country. However, that is still not saving me any money, because PODS is charging me more than what was originally quoted. I would like to be charged the $239 that I was originally told monthly. Also, I was never told that the medium size container is not shippable. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/19/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC.customer, ***********************. Per our previous response on September, 5th,2023 a full review of  ***************************** account was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however,PODS Enterprises, LLCs position remains unchanged.  PODS offered a Customer Satisfaction credit well over the month rental difference between a local move and a long distance move for the rental period of the container as scheduled by the customer.  The 12 container is set for transit long distance at the request of the customer.  While we regret that we were unable to change the position on this issue, and the long distance month rental rate was provided before the charge, we can confirm that the issue was thoroughly reviewed to ensure accuracy. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20566907
  
  I am rejecting this response because:
  Nothing was solved in previous response. I got quoted $239 for monthly storage (please see attached document) and now I am paying $400 monthly (see attached document). I would like to pay the $239 that I am supposed to be paying for. Now that I am being charged more for rental, your 10% discount does absolutely nothing and saves me no money. Highly disappointed with this company. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/22/2023

   Per our previous response on September 19th, 2023, a full review of ***************************** account was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again. However, PODS Enterprises, LLCs position remains unchanged.  On September 8th, 2023, PODS offered a discount credit in total of $805.30 for the transit of the container offset the difference of cost of the monthly rental rate. The cause for the rental difference occurred due to the order being converted from a local move to a long-distance move on August 12, 2023. The difference of the new monthly rental amount quoted of $399.00 minus the old monthly rate of $239.00 equals $160.00. At this time, the transit is scheduled for November 3, 2023, at which time ************** will owe $5,335.20 for the transit of the container instead of the amount quoted on August 12, 2023, in the amount of $6,140.80. ************** advised that once the container arrives at the destination in November 2023, she will reach back out to customer service to schedule access to empty the container at the local facility.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20566907
  
  I am rejecting this response because: 

  Nothing is being accomplished and I am still not satisfied with the service and quote I received. I have been in tears because I dont even trust the PODS company to transport my belongings across country. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/26/2023

  Per our previous response on September 19th, 2023 a full review of ***************************** account was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODS Enterprises, LLCs position remains unchanged. PODS offered a discount credit towards the cost of the transit of the container. This amount is more than the monthly rental rate difference between the local move and a long-distance move incurred due to the order conversion that occurred on August 12, 2023, per ****************** request. To be transparent, the difference between the Long-distance monthly rate ($399.00) and the local monthly rate ($239.00) would be $160.00 whereas the discount provided was over $800. At this time, the transit is scheduled for November 3, 2023, at which time ************** will only owe $5335.20 instead of the quoted price of $6140.80 provided on August 12, 2023. ************** explained she will access the container at the destination facility when it arrives for a final pick up at the facility and will schedule the access with our customer service in November 2023.
  
  

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20566907
  
  I am rejecting this response because: my original quote again was $6,140 & ($239 a month for storage). Now with your adjustment it is $5,335 ($399 a month for storage). This is only a difference of $300, which is nothing and does not equal the 10% discount on the originally quoted $6,140 amount. Which should have been a discount of $614. And on top of that I am paying $161 extra of monthly storage at the rate of $399. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/06/2023

  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 leased a moving *** for a move from ************* to ************. I was told that when I was done with the **** I can call and they will come and pick up the **** That was three weeks ago. When I called to state we needed the *** PICKED up, they said they didnt have anyone to come pick it up until September 13th. We have been inconvenienced by this a lot because we cannot do other home renovation projects until the *** is out of our driveway. Additionally, we had a heavy wind storm last week and due to the *** being placed on our driveway that is cantered, the *** began leaning over which made us nervous it would tip over. We called PODS to report the safety concern and we were ignored.PODS never told us it would be 3-4 weeks to pick the *** up, they told us at the most 72 hours.

  

  Business Response

  Date: 09/15/2023

  I am in receipt of your correspondence concerning PODS customer ********************************   As of September 14,  2023, we have resolved all concerns with ****************** to her satisfaction. 

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20566566
  
  I am rejecting this response because:

  Good afternoon,

   

  *************** to the response from PODS.  I am NOT satisfied with the resolution. I never said I was.  I am asking for the last months rent to be refunded and for an additional ****** dollars because I had to cancel a commercial dumpster because PODS took too long to come and get the ***.  They had weeks to come and get it and all they did was ignore me.  I called three times to speak to someone about this and I was ignored or told " we are discussing the matter".  

   

  Also, the debit card I rented the *** on was hacked a couple days ago so I am waiting on a new debit card from my bank.  Any funds that are to be refunded to me must come in the form of a check to my home address.

   

  I am requesting PODS to respond to this email as well.

   

  Thank you for your assistance, I greatly appreciate it.

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

  

  Business Response

  Date: 09/25/2023

  I am in receipt of your correspondence concerning PODS customer, *************;*******.  Per our previous response on September 14, 2023, a complete review was complete, and both a credit/ refund of Ms. Matunismonthly rental fee was complete. On September 11, 2023, Ms. ******* was provided a credit to her account for the monthly rental fee of September in addition to being provided a customer satisfaction refund for the month's rental of August 2023. At this time PODS Enterprises, LLC's position remains unchanged.
  

• Initial Complaint

  Date:09/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented 2 storage units to be transferred from *********, ** to *******, ** on June 12, 2023, and i had until 7/11/2023, or i would be charged another month payment of $400.13. As of 7/3/2023 i was allowed to schedule my delivery of containers, and of course i planned on doing so BEFORE 7/11/2023, to avoid another payment. There was NO WAY to reach them. They make it absolutely IMPOSSIBLE to reach them, and when i finally did, i went over into the next month by a couple days. they dont even pro rate it, they just charge customers another whole month fee. They dont even allow customer to use the empty container, which was paid for an entire month. In other words, i paid up to 8/12/2023, yet once they picked up containers on 7/15/2023, i no longer have access to them because they rent them right out. That alone would be reason to NEVER use their company again, but the fact that i paid due to them NEVER responding is boarderline criminal!

  

  Business Response

  Date: 09/07/2023

  I am in receipt of your correspondence concerning PODS customer, **************************    On September 7th,  2023, contact to discuss the issue was initiated with ************************* in order to address billing concerns and work toward a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ************************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20561294
  
  I am rejecting this response because:

  This moving company scams customers and rips them off but not making themselves available and then charging customers for additional fees. To put another way, fees are assessed based on time used, and as a customer i attempted to reach them to close my account and its impossible! They NEVER answer the phone. The recordings says I will receive a call back and its always 3 hours or not at all. If you miss their call, you have to start over and wait 3 hours again. When i did reach them i got no where because no one knows what the are doing, OR they agree with my concerns, but nothing is done to assist me. Their website is completely dysfunctional, so its impossible to schedule appointment to get belongings. The bottom line is it took 2 extra weeks to finally make contact to reach them and ask for my PODS to be delivered. By that time a new month had started and i was charged another $400 for storage. I have said to them over and over again, I am being charged because you all don't answer the phone or assist in the time needed? That s like i am being charged for their incompetency? They are seriously a bunch of crooks the way they run this business. I ended up spending thousands of dollars too! I just want the $400 i was forced to pay. The crooks can keep the other $12, 000 i spent on moving!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/05/2024

  While we appreciate *************************** feedback, dates for scheduling are subject to availability.  Customers can schedule by calling our Sales & *************** utilizing Live Chat via the PODS website or through their online PODS account. In this particular instance, we were able to help with having one of the containers not incur the July 2023 rental.      
   
  
  

• Initial Complaint

  Date:09/05/2023

  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.

  Two Pods were scheduled for delivery on 28 August. I called after no delivery/contact from anyone with Pods. Finally one customer service agent I spoke with stated the pods would be delivered the following day. This was after a different agent said that the drivers were currently on their way.29 Aug- after no contact I reached out to ask about delivery time. A agent told me the facility didnt see/approve the request on time, they will not be able to deliver that day and will fit in when they could. The soonest date available was apparently 2 Sept. When I asked for an earlier date she said it was not possible, even though they were already late.30 Aug- I received a call from a driver stating she was on her way to my house and needed to be escorted (military base). She was there for a pickup of a pod that was never delivered. I called customer service to see what was going on. There was no idea on an answer and I was told delivery was still for 2 Sep. 1 Sep- After no update I called to ask about the delivery the next day, I was told that even though they dont have details, it will be delivered.2 Sep-I called after again no contact from Pods, the agent gave me an afternoon timeframe for delivery. When it didnt happen I was told by customer service that they were not able to get in touch with the facility and would reschedule again.5 Sep-I called in the morning for a timeframe only to get the same no update from customer service. The agent I talked to said he would follow up with me later to ensure I was contacted. I wasnt contacted and he never followed up. I called later and was given an afternoon timeline. No delivery or contact from Pods. At 7:30 at night I was told that there was still a chance they would come today but it will most likely be tomorrow.Each interaction with customer service had yielded no results, but they stated they sent multiple emails and case numbers to resolve the issue. My only contact with Pods has been through calls I initiate.

  

  Business Response

  Date: 09/15/2023

  I am in receipt of your correspondence concerning PODS customer ************************ On September 6, 2023, contact to discuss the issue was initiated with *************** in order to address his scheduling concerns and work on a resolution. 
  
  

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20560916
  
  I am rejecting this response because:

  Pods did not complete their contract to deliver or pickup two containers on scheduled dates. They rescheduled on us several times and still did not complete the job for almost a month after it was scheduled. We were charged an extra months rental fee for having the containers in our possession. This would not have happened if Pods had delivered and picked up their containers on the scheduled dates. I am asking for a reimbursement for the extremely late delivery/pickup and the faulty month rental fee. Pods refused to reimburse the amount. Pods failed to uphold their end of the contract and caused more fees by not finishing their job. Im not asking for an entire refund, just the parts where Pods failed to do their job, from scheduled delivery date 28 August on. Total is $885.55.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/06/2023

  I am in receipt of your correspondence concerning PODS customer ***********************.  On September 6, 2023, September 8,2023, September 12, 2023, and November 6, 2023, contact to discuss the issue was initiated with **************** to address his scheduling concerns and work on a resolution, however, attempts to contact have unsuccessful, and voicemails were left.  We invite Mr. ***********;to contact us to discuss the issue further so that we may provide resolution. All contact information for the PODS Resolution Specialist assigned to the issue has been provided. 
  

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20560916
  
  I am rejecting this response because:

  I dont know what attempts to contact you are referring to with the above dates. I have no missed calls and no voice messages from Pods. The majority of times I have initiated contacted Pods the conversation ended without any resolution, such as the many failed delivery/pickup of the containers, or the email that was sent 2 November that hasnt been responded to.

  I am more than willing to be in contact by phone or email to resolve the excess of charges and reimbursement Pods is unwilling to settle. This amount is $885.55.

  I can be reached at ************ or *********************** Please let me know what the next steps are.

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

  

  Business Response

  Date: 11/10/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. On November 9, 2023, a PODS representative and **************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim. We are currently awaiting the return of the documentation to enable the credit and *************, the refund will be completed, satisfactorily resolving the issue.
  
  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.  

• Initial Complaint

  Date:09/05/2023

  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.

  Thank you so much for reviewing this as Ive been trying for nearly two years to get a refund and it feels hopeless. 1. I called many times trying to find a resolution, i was actually laughed at by the company, and always strung along. 2. I contacted ******** support on 8/6/2022 with hopes of help, they promised they would. 3. Still this summer in 2023 I am trying to get help. Was promised again I would, and then had 3-4 emails Un responded to. 4. Called again this week, same run around. We have no idea what to do. We feel we are being lied to by the company. 5. Because we are on a very tight budget we were very careful with documenting what our charges would be an ensuring we would be able to afford things. On 3/19 we were charged $857, on 3/14 we were charged 475 and on 3/17 we were charged 475. We also were charged $50 a month for insurance and we never agreed to this either. We are asking for a refund and no one will help me. Please help, thank you so much. I have medical bills and this is hurting our family.

  

  Business Response

  Date: 09/15/2023

  I am in receipt of your correspondence concerning PODS customer ******************************   As of September 14, 2023, we have resolved all concerns with ****************** to her satisfaction. 

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20558516
  
  I am rejecting this response because:

   

  1. This does not take into account the hours wasted for the last two years to get someone to listen to me and offer a refund. I had to contact BBB to get someone to even respond. Its beyond unprofessional to hold my money for so long without being willing to help and to say thank you for bringing this attention. When I tried through so many means to do that, is crazy to me. 

   

  PODS responded with: Based on the review, we have concluded that there was an error resulting in an overcharge of $192.00 for the delivery of your containers (you were quoted $375.00 per container for your services and were charged $475.00. The monthly rental fee is accurate with the insurance, you were quoted $300 monthly rental fee and were charged $3*****).
  We have submitted a request to refund your primary card on file. Based on the method of refund, this issue should be corrected within **** business days.
  We sincerely apologize for this inconvenience and thank you for bringing this to our attention so we could correct it for you.

   

  I request a refund of the ***** monthly over pay. Especially because ***** trying to tell them I didnt approve the insurance charge. I also request a reasonable refund for the fact the company held on to at least $192 of our money without any willingness to help for almost 18 months. Im not sure what a fair refund would be, but it is definitly not $192. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/02/2023

  I am in receipt of your correspondence concerning PODS Enterprises, Inc. customer, *****************************. Per our previous response on September 15, 2023, a complete review of Ms. ******** account, **********************'s position remains unchanged. On September 25th,2023, our Pods Representative reached out to ****************** to explain the mistyped information sent in error via email and reiterated the overall findings.  Based on our review, we have concluded that the fees invoiced were consistent with the quoted services.

• Initial Complaint

  Date:09/05/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used POD to move all of our stuff from ** to WA it was easy to reach someone to schedule the delivery of the empty pods but after they picked up the POD's it is almost impossible to reach anyone without sitting on hold. We have 3 pods we loaded and 2 pods were scheduled for delivery on 9/1/23 and rescheduled to 9/6/23. Everytime i call they say its been forwarded to Senior account manager and they will call me back but no one ever calls me back.

  

  Business Response

  Date: 09/15/2023

  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 has completed the review of the dispute and determined there is an opportunity for a better customer experience. We've reached out to Mr. Walker who has submitted receipts for review. We will continue to work with Mr. Walker 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. Walker 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. here...

  Customer Answer

  Date: 09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and accepted their offer and credit.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/01/2023

  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.

  On Monday of this week, in preparation for the upcoming hurricane hitting *******, we coordinated with our home builder to close one day early, on Tuesday. We contacted pods to try and move our delivery up from Wednesday to Tuesday and we were told no. Our delivery was then pushed out to Saturday. We called on Tuesday to plead with them to deliver it earlier. We were told a request was submitted to have it delivered on Thursday and whether it was approved or denied - we would be notified.We had to follow up again on Wednesday to find out it was not approved. At this time a request was put in to move the delivery to Friday. We were also told a request for compensation was put in which we would hear back on within 72 hours. We received an email today which I believe was regarding this compensation however made no mention of compensation being approved or denied. Yesterday we were approved for our pods to be delivered today. We werent given a time slot until very late in the evening and our pods were set to be delivered at least 3 hours apart. Not ideal when you need movers to help you unload.Today the first pod arrives. And then the driver tells us we wont be able to get the second pod today because they wont leave it in the street because of the construction in our neighborhood and assures us someone will call and they can come get the first (emptied) pod and replace it with our second pod tomorrow. Again, no phone call was ever received. We got an email saying our second pod will be delivered on September 7th.We are very happy that we will no longer be sleeping on the floor, or eating our meals on the floor with our 6 month old baby. But now we will not have any of our household necessities. No pots or pans to cook with. Again, we have tried to call and beg and plead but we get nowhere. The call center can only put in requests and cant get a hold of anyone local and wont let us speak to anyone local.

  

  Business Response

  Date: 09/07/2023

  I am in receipt of your correspondence concerning PODS customer, *******************************. As of September 1, 2023, we have resolved all concerns with ****************** to his satisfaction. 

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PODS is basically stealing money out of my account. I never ordered a POD for August yet I get a call somewhere around the end of August stating they're delivering a POD. I explained to driver I've never ordered one. He suggested I get on the site to cancel my card which they never had my new card they charged so I was stunned to see a $600 charge on my card. (This is my second complaint about PODS) The reason this is a second complaint is because I looked at my bank and PODS is charging me $160 for cancellation fee which is BS because again, I've never ordered one. If PODS thinks I ordered a POD then they need to provide all that paperwork you have to sign before they delivery it. (They won't be able to). I'm sending out an email to 700 Superintendents letting them know what PODS has done to me and highly recommend them to NOT use PODS in the future or they could end up in the same boat. I have contacted ***** and told the I wanted PODS blocked from any future transactions and they plan on opening their own investigation. Until PODS admits their mistakes and gives me back all my money, I won't stop, I'll do whatever it takes to get my money back and hurt their business. In my day this was called stealing!!!! My contact info ********************* ********************** ************

  

  Business Response

  Date: 09/07/2023

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

  Customer Answer

  Date: 09/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  However, I never was given an explanation how this happened. I do use PODS but until I know how this happened, Im leery about using them again. They did take care of it quickly, I will have to give them that.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/01/2023

  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 contracted with pods on 6/28/23 for pickup and storage. I advised I would need storage for 1 month. When I contacted for delivery, I was told that I could not have my pod delivered on 8/28-9/1 (this was the only time frame I could have my family help unload) because they didn't have the capacity to deliver it but if I scheduled it on 9/2 they would charge me an additional storage fee of $318. So I had to have it delivered on 8/25 and had to hire someone to help unload. I wanted to POD picked up on 8/26 they said they could not do it. I was told the next available date was 8/30/23. They never showed up on that date. I called and they said assured me that someone was still coming on that day. On 8/31 it was still there. I called that AM and was assured again that it would be picked up. I was told that the reason they did not pick it up was because cars were in the way specifically a red car. I asked to see the photos because none of my neighbors have a red car. I was told a case manager would get back to me. When I went outside again later that evening the pod was still there. I called again and was told they do pickups until 9 PM and it would be picked up that evening. I went out in the AM on 9/1/23 and the pod is still sitting there. The first time I called I was hung up on. I called again and was placed on hold and no one came back to the phone. At this point I want that pod picked up and my entire $906 refunded to me along with any fees my complex may assess, as this is horrible customer service.

  

  Business Response

  Date: 09/09/2023

  I am in receipt of your correspondence concerning PODS customer, ****************************    On September 5th, 2023, one of our PODS resolution specialists reached out to *************************** and presented a resolution offer.    On September 6th, 2023, *************************** accepted the offer.   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.