Complaints

This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  Pods

  4816 Pods Way Chesapeake, VA 23320

• 

  Pods

  601 NW Mercantile Pl Port Saint Lucie, FL 34986-2258

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

  6791 28th Street Cir E Sarasota, FL 34243-4143

  

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:09/01/2023

  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.
  
  

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used PODs for two 16' containers and filled both with our belongs to prepare for a move out of ****** - I explained this to the representative and told them we were storing, building and then moving. Everything I explained, I was told they could help. The company had our PODS on auto pay for 18 months - we happily paid via auto pay and expected amazing service for delivery once our new home was ready to move in. When I called to schedule delivery I was told PODS does not delivery or service our new area - we are **** hours from both ****** and ****** *****, I was told when we set up storage that they deliver everywhere in the state and not to worry. As a result, we had to drive to ******, hire a full service moving company for another $2000, meet them at the site in **********, they unloaded and reloaded our belongings to get them to ** in *********, *****. What should have been the easiest part of our move was the most trying and difficult. PODs lied to us and then further had zero help, support or assistance to figure out how to get all of our belongings to us.

  

  Business Response

  Date: 09/12/2023

  I am in receipt of your correspondence concerning PODS customer ***********;*******. On September 1, 2023, contact to discuss the issue was initiated with Ms. ************;in order to address her delivery concerns and work on a resolution. 
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20550306
  
  I am rejecting this response because: there was no resolution and they offered no resolution.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/19/2023

  I am in receipt of your correspondence concerning PODS customer, ***************************.   Per our previous response on September 13, 2023, a complete review of Ms. ******** account, **********************'s position remains unchanged.   Based on the review, we have concluded that the account was scheduled accordingly, and the moves were conducted appropriately based on the requests made during the interactions with our associates.
  
  

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20550306
  
  I am rejecting this response because: the company is misleading and does not deliver anywhere, they lie to entice you to store your belongings and despite my asking multiple times and clarifying what our plans were I was continually misled and lied to - we paid for 18 months of service and STILL had to come back to ****** to retrieve our own belongings AND hire movers and pay them an additional $2000. PODS is untrustworthy and I do not accept that this is resolved.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/22/2023

   I am in receipt of your correspondence concerning PODS customer, ***********;*******.   Per our previous response on September 13, 2023, a complete review of Ms. *******s account was performed. After reviewing the booking information, we found that on January 10th, 2022, Ms. ******* booked an order online as a local move to be delivered empty on January 24th, 2022, and stayed on her property until she was ready for the empty container to be picked up. On January 31st, 2022, the order was updated online to have the empty container picked up on February 7th, 2022.  On February 7, 2022, Ms. ******* spoke with a PODS representative requesting that her order be updated from an onsite move to be stored inside the storage center. This required the order and move type to be updated to show that the container was scheduled to return to storage. On January 31st, 2022, a second order was booked to have a 16' container delivered on February 10th, 2023. On February 14, 2022, the order was updated online to be brought back to the local storage center on February 17, 2023, for storage. On August 21, 2023, the order was updated online to have scheduled access to the full containers at the PODS local storage facility. The containers were emptied on August 28, 2023, and both orders were updated to show complete as of August 28th, 2023. Based on the review findings, the request for additional compensation is unwarranted as all fees for the services booked online were provided and all fees that were updated due to a change in the order were provided appropriately during the calls with the PODS representatives.  

• Initial Complaint

  Date:08/31/2023

  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.

  Received a pod storage container in October 2021. Within ************************************************************************************************ There was no evidence of exterior damage such as from a tree branch falling on it or anything. I believe this damage occurred during the placement of the pod or shortly thereafter.I have called and emailed the company that there was a problem, I filed a claim, and to my knowledge, no one ever came out to do an investigation.Now the company is asking for over $3400, and I was notified just after I finally had them pick it up (because it was useless to me) that my account has gone to third-party collections.I was directed to stop paying my monthly payment in the fall of ****************************************************************************************************************************************************************************The PODS company has so many different email addresses, some of which are not monitored. It was next to impossible to reach the correct person. There were also roadblocks in the call chain. At one point, because I had an outstanding balance, I was informed that they could not pick the Pod up until it was paid in full.. But that did not make any sense to me.In December 2022 I received an email notifying me of an update, and a pod was on the way. Since the damaged Pod had not been investigated fully, nor was I communicated with about the results, I had no idea why they were sending a pod, and for all, I knew it couldve been a second Pod that they would charge me for. I told the company not to drop anything off or pick the damaged pod up until this claim was resolved. At that point, I had no information suggesting that the claim was resolved.As you can see on the attached file, this company has been negligent with its communication, response, time, requests for resolution, etc. Not until they sent it to third-party collections. Did they offer to discuss a negotiation.

  

  Business Response

  Date: 09/05/2023

  We are in receipt of the correspondence concerning PODS customer, *************************. **************** booked the order online in October of 2021 and assumed responsibility for the container and its contents while in her care by declining all forms of coverage. As a gesture of good faith, we still reviewed this matter with the local management to confirm that the unit was inspected prior to her rental and did not show any signs of damage. The container remained onsite, and during its rental period, proper communications were not made to notify our service teams that assistance was needed. In addition, no form of action was taken by **************** to mitigate or prevent damage from occurring. At the time, **************** had called in prior years, requesting action be taken by an accounting or billing representative - and in order to effectively assist each customer in accordance to their role - was redirected to speak with the claims department to process accordingly into the claims system. It was not until August 2022 that proper notice was received from **************** to process her claim. A complete review did not identify an agent error or an expectation that would have led to any other result. Based on this information, we respectfully denied the request for compensation as of April 2023. With the receipt of this correspondence, PODS's position remains unchanged & considers this matter closed.
  
  

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20547642
  
  I am rejecting this response because:
  

  1. I have been locked out of my account so I do not have access to the information described by PODS in their response. I explained that I was locked out to ************************* via email on 1/5/23 at 10:01am. He did nothing to facilitate a solution for that issue. 
  

  2. As of 10/11/22 my total account balance was $499.98. I was instructed by ********************************* or ***************************** over the phone in the fall of 2022 NOT to make any further payments until the investigation/claims process was complete. I would like all phone conversations between myself and any employee of PODS to be turned over to the BBB for their review which will confirm this.

  3. The amount PODS claims that I owe is roughly 10 months of rental charges 10/22 - 8/23. That is the same amount of time it took for me to get answers from PODS regarding my investigation/claim, including months of no response from *************************, from PODS damage claims department.

  4. On 6/19/23 ************************* extended a $500 offer as a goodwill gesture for the inconvenience of the delay in his response time. That amount will cover the amount owed to PODS on 10/11/22.

  5. There is proof that I initiated my complaint of damage 13 days after the *** was set in my yard. Even though no one at PODS supposedly ever received my initial email, the email still occurred and has commemorated the damage at that time. Even after PODS finally logged my complaint on 8/31/22, no one ever came out to inspect the damage. 

  6. I have paid to date $2855.11 to PODS for a damaged unit after 13 days of rental. I have spent roughly 24 hours working on responses to the investigation/claim, and talking to PODS on the phone about the same.  This equates to 2 full days of work, or $800.

  7. I want PODS to reimburse me for the amount I paid to them for a damaged unit ($2855.11) plus $800 for the equivalent of 2 days lost of work dealing with this issue. Total: $3655.11.

  8. I want my account to be removed from any debt collection company.
  

  9. I want nothing to be reported to any credit agency regarding this account.

  These requests are by no means unreasonable.

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

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered pods were charged twice on our cards. They finally gave us the money back then the pods were picked up. We were told multiple times that our pod couldnt be delivered to the address we needed so we chose another address. We get a call the day of delivery telling us we cannot deliver to that address after being on the phone for over an hour it was rescheduled for another day and place. The second delivery never happened bc the person who put it in the computer for delivery never did their job. So never delivered pods. Now we have the wrong address and no date for the 3 rd time. I have spent over 3 hours or so on the phone with no resolution. I have paid ***** and have no access to all of my stuff. I have kids sleeping on the air mattresses with no computers for school bc they have my pods hostage. I have asked for help over and over and call center said all they can do is file a complaint and I have no idea when my pods are coming.

  

  Business Response

  Date: 08/31/2023

  I am in receipt of your correspondence concerning PODS customer, **************************   On August 31st, 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 ***************************** 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:08/30/2023

  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.

  We have been a customer since May 2022, Everything was going well and I never missed out on a payment.On May 6, 2023 I requested that the "Pod be delivered to ********* had made all the arrangements and my husband's credit card was charged $720.00.Come this day Friday, May 19, 2023 the Pod was not delivered. I therefore canceled the delivery and told the representativethat everything should stay the same until further notice and that the charges on my credit card be reimbursed.On Monday May 29, 2023 I called Pod spoke to ******************* requesting my refundhe gave me a case # ******** and confirmed that my monthly agreement with Podwill remain the same $249.00 The 1st charge reimbursement was completed for the amount of $720.00 on June 2, 2023.My monthly charges should have stayed the same amount, $249.00, because nothing changes. You stillhave my pod at the same location in *****.On June 9, 2023 Pod triedto obtain a payment from my Chase account for the amount of $426.94. My bank refused the payment because funds were over the amount agreeed.I called Pod on June 10, 2023 at 3:58 pm and spoke to Ms. ***** She gave me another case #******** Tuesday, June 13, 2023 at 11:34 am. ***** and she promised me this was going to be sent to the adversaryspecialist, ***************************** to once and for all have this issue solved. I am still waiting to hear from you.I Have 3 recorded conversation Pod literally stoled from me. I never changed my status of city until July final bill. Therefore your representative promised me a charge of $528.48. The principal behind this is that is shameful and more to a person that is disabled and live on a fix income.Upon my final move from ***** to Poinciana I requested my Pod to be deliver on July 21, 2023 they promised to charge me only $528.48 but they charge me the amount $720.00 never rectifying there prior over charge, but charge me another $302.98 plus another charge of $89.51.

  

  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 her satisfaction. 

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20544472
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20544472
  
  I am rejecting this response because:

  I will like to pursuit with the compliant because I feel that I been robbed by PODS.

  
  

  As I previously mentioned in my previous email, I have recorded conversation with there customer service personnel promising me adjustments and reimbursements, that never happened.

  
  

  These are some of the customer service operators I spoken to at **********************.

  
  

  ********************* ***** ********

  Ms ***** same case #

  Emailed ************************* 6-14-2023

  
  

  On 6-19-23 spoke to Alia ***** ********

  On the 6-19-23 left ************************* another message

  On 6-21-23 another emailed, left her another message 6-22-23.

  
  

  Spoke to **** and ***** about this matter and recorded our conversation.

  They gave another case #******* on August 8, 2023 at2:22 pm.

  
  

  As you can see, I have not stayed quite nor with my arms across, I have tried 

  To solve this before asking BBB for help.

  
  

  I will like to ask the BBB to help me once and for all get this resolved. 

  I will like for them to get a bad report so no one else gets hurt like I have been.

  
  

  Please reply to me as soon as possible, at your earliest convenience.

  
  

  ************

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

  

  Business Response

  Date: 09/19/2023

  I am in receipt of your correspondence concerning PODS customer, *************************. Per our previous response on September 1, 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: 09/24/2023

   
  Complaint: 20544472
  
  I am rejecting this response because:

  They are liars, they did not stand by there quoted charges if given the opportunity to furnish recorded conversation with they customer service stating the amount quoted by them, I am willing to go to court and confront them before  a judge.  I also have statements showing the amounts that they took from me.
  

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

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20544472
  
  I am rejecting this response because:

  Attached are recorded conversations with their customer service stating the amount quoted by them, I am willing to go to court and confront them before  a judge. Also attached is my reply to Pods email from 8/31/23
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/06/2023

  I am in receipt of your correspondence concerning PODS customer, *************************. Per our previous response on September 1, 2023, a complete review of ******************** account, **********************'s position remains unchanged. Based on the review, it was found that the order was booked on April 13th, 2022, for local service.  On May 5th,2023, ****************** changed the order to long-distance service.  At that time, the monthly rental rate changed to the long-distance rental rate. On May 8, 2023,  the transportation of the container was canceled as the long-distance rental agreement had not been signed by *******************
  
  On May 30, 2023, the fee charged for the transportation was refunded.  On June 13, 2023, ****************** declined to pay the long-distance rental rate because the container had not shipped.  On July 5, 2023, the order was changed from long-distance service back to local service.  On July 11,2023, ****************** scheduled the container to ship, and the order was changed back to long distance which caused the transportation fee to be charged again.
  
  ***************** was provided with a breakdown of the invoices for service and the credits to the PODS account.  The invoices and order documents reflected the order changes that occurred. The credits were applied to the PODS account as discussed and were not refunded to the credit card on file. Once the order was changed back to long-distance service and the container was scheduled to ship the appropriate charges occurred for the long-distance move. ***************** received a refund for the remaining credit balance on the account.
  

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20544472
  
  I am rejecting this response because: I do not understand were they getting that I moved my Pod from ***** to ********* in May 2023 when they move my Pod in July 2023

  upon moving to my home.  In regards of them mentioning an invoice sent to me in which was incorrect.  How many time must I repeat myself. I have recorded conversation with

  Pods customer service agreeing with me and you could hear them stating and reitering what PODS promise to charge me verses what they took from me.
  
  Please if we have to go to a trial I am  ready, they are lairs and glorified thiefs .

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

  

  Business Response

  Date: 10/24/2023

  
  

  I am in receipt of your correspondence concerning PODS customer, *************************. Per our previous response on September 1, 2023, a complete review of ******************** account, **********************'s position remains unchanged. On April 13th, 2022, ****************** called in and booked an 8 container to be delivered for local services in the ***** area with the empty container to be delivered to her home on May 12th. On April 16, 2022, ****************** called to request the size of the container be updated to a 12 container and the delivery date be updated to May 2nd with the pick-up of the full container to be brought back to storage for May 5th. On April 27, 2022, ****************** requested to change the return to storage date from May 5th to May 4th.  

  
  

  On May 5th, 2023, ****************** called in to change her destination address from the ***** area to a zip code located in ********* **.  This caused the order to be updated from a local move to a long-distance. At the time of this change, the monthly rental rate was updated from the local rate of $249.42 to the long-distance rental rate of $426.94 (including taxes).

  
  

  On May 8, 2023, the transportation of the container was canceled as the long-distance rental agreement had not been signed by *******************

   

  On May 30, 2023, the fee charged for the transportation was refunded.  On June 13, 2023, ****************** declined to pay the long-distance rental rate because the container had not shipped. Due to this dispute, the order was changed from a long-distance move back to a local move on July 5, 2023.  

  
  

  On July 11, 2023, ****************** called to request her container be shipped to the ******* area to be delivered to her home in *********. Due to this request, the order was updated back to a long-distance move and the container was scheduled to ship to ******* around July 15th, initiating the transit fee to be recharged. with the delivery of the full container to occur on July 21, 2023, and pick up of the empty container on July 24th.

   

  ****************** was provided with an account statement that includes a breakdown of the services provided, each invoice posted, each credit card charge, and the credits to the PODS account. Per the review findings, the invoices and order documents reflect the order changes that occurred. The credits were not refunded to the credit card on file and were applied to the PODS account as discussed.

• Initial Complaint

  Date:08/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The pods agent that I originally spoke, ****, lied to me outright, and gave me misinformation regarding pricing and availability of services to close a sale. Pods representatives listened to the original call and acknowledged that this had happened and said that they were disciplining the agent I spoke with (and that he was being dismissed from the company) due to the incident, but refused to honor the price or services that they had promised in spite of the process having already begun with no way for me to discontinue. They then overcharged me by $900 and did not provide the services that they had said they would. Additionally, I purchased a lock from them which the driver did not show up with. He said he would remove it from my bill and did not. Multiple incident reports were filed by pods and each time I was told someone would reach out. I was also told I would receive a $200 billing credit and price adjust, which were never applied. No one ever reached out, and every time I contacted them I was told that the new incident report (3 different ones) had been closed because it was filed improperly internally. I was lied to, overcharged, and charged for items I never received, then given a run around. The single worst customer experience Ive ever had. Stay far away from this scam of a business.

  

  Business Response

  Date: 09/07/2023

  I am in receipt of your correspondence concerning PODS customer, ********************************  On August 30, 2023, contact to discuss the issue was initiated with *********************** in order to address his billing concerns and work on a resolution.
  

• Initial Complaint

  Date:08/29/2023

  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.

  We have had a previous case number with this business, case number ********. We had thought it was resolved. On April 24, they agreed to refund us $1,129.85. They said that it would go back on the credit card we had used to pay for all of their services. We have not seen that refund on our credit card yet. On August 10, I emailed the person I had been corresponding with (*****************************), notifying her that we had not received our refund and that we would like a check instead. On August 28, I emailed Symonne again because I had not gotten a response to the August 10 email. We just want the amount that was agreed upon.

  

  Business Response

  Date: 09/11/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *******************. On 3/30/23, a ********************** representative and ************ reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim. On September 11th, 2023, **************** PODS customer Advocate sent a follow-up to our ********************* for additional information regarding the refund request and is awaiting a response. We appreciate **************** patience and cooperation during this process. An email follow-up was sent to ************ to provide an update. 

• Initial Complaint

  Date:08/28/2023

  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.

  On August 28, 2023 I recieved a call from PODS stating they were delivering my POD! I told them I've never ordered a POD so the driver suggested we get online if we have an account with them and remove our card. I tried that and there's no place where you're able to take your card off and I want it removed ASAP!!!!I then got on my Chase account and see where they've charged my card $600 dollars. This was never authorized, I'm not sure how this has happened because there's a ton of paperwork you have to sign when using PODS and I haven't signed one piece of paper. I'm not even moving so I don't get it. Then I went to sign in to my PODS account and somebody has changed the *** number and it wasn't me. Something fishy is going on and can't nobody tell me how this has happened. I want my money back!!! My account number is ********* I want them to delete my account and remove my card that I didn't authorize them to use.

  

  Business Response

  Date: 09/01/2023

  I am in receipt of your correspondence concerning PODS customer, ***** and *************************** . On August 28,2023,  contact to discuss the issue was initiated with Mr. and ************** in order to address their billing concerns and work on a resolution.  

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ********** and on June 30, 2023, I (Container number: 154248BX Customer Number: ********** ordered a large PODS container for my PCS move from *************************, ******** to ******************************************, *******. For PCS purpose, all service members must provide empty and full weight tickets to their gaining installation when utilizing PPM/DITY move option. For that reason, I also purchased empty weight ticket and full weight ticket, which are 59 dollars per ticket, on June 30, 2023. On July 01, 2023, I received an email from PODS stating, Your empty weight ticket will be available within three days of your empty container delivery and Your full weight ticket will be available within three days of your filled container pick-up. The empty container was delivered to my ******** residence on August 04, 2023, and the full container was picked up on August 09, 2023. I did not received neither of my weight tickets via email or my PODS account on the promised days so I contacted PODS for the status. On August 17, 2023, person name ************************* emailed with my case number of ******** stating the ******** PODS facility management has been contacted and will email my weight tickets. I contacted PODS every chances I had and all they could say was please wait 3 days, the ******** Facility has been notified, the person in charge of my case is on vacation and will be back to work on August 28, 2023 and will be emailing. So I contacted PODS again on August 28, 2023 and my weight tickets are not available still. Now when I in-process with my gaining installation, I will not be able to provide sufficient documentation (empty and full weight tickets in this case), and I will most likely to pay this PCS move out of my pocket due to negligence from PODS and their false advertisement on military installation. Unfortunately, I will have to advise my fellow service members to go through other companies for their PCS moves.

  

  Business Response

  Date: 09/07/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **********. On August 28, 2023, a ********************** representative provided ********** the requested documentation for his military branch by email. A follow-up voice message was left for ********** informing of the email sent.
  
  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.