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 of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

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

  

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:08/22/2023

  Type:Sales and Advertising 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 experience of our second POD delivery is absurd. The container has been in the same city as ** for 5 days and still will not be delivered until possibly tomorrow (its not confirmed yet, but its definitely not coming today). I have had to reschedule the moving company to help us with unloading 4 times now and this is the 12th day, going on 13th, we have been currently been living without our home items. I am asking for a refund of $2,800 for the inconvenience, discomfort, stress, and impact to my home, family, and remote work environment.

  

  Business Response

  Date: 08/25/2023

  I am in receipt of your correspondence concerning PODS customer *******************.  On August 25, 2023, contact to discuss the issue was initiated with ************* in order to address her scheduling concerns and work on a resolution.  

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20507462
  
  I am rejecting this response because: the reply was not satisfactory, it did not address any of my concerns or issues, and seemed to be from an automated reply, not a real person. I also requested several times in the past that a supervisor call me, and no one has ever called regarding this issue.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/01/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *******************. Per our previous response on August 28, 2023, a complete review of Ms. ***********;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. Based on our review, we have concluded that the fees invoiced were consistent with the quoted services ************** booked online. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.  
  
  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 I 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: 09/01/2023

   
  Complaint: 20507462
  
  I am rejecting this response because: we do not feel that the outcome was acceptable or that our concerns have been heard, especially since no one has called me to talk about our concerns, even though we have requested that multiple times. This is not excellent customer service and we are not satisfied. We are still requesting a partial refund because the second unit was delivered later than the last promised date and the communication around the delivery was not clear and very frustrating. The date being pushed back was not our choice, even though you referenced that as part of our many calls to customer service and communication efforts. If you really are concerned about customer satisfaction, you need to do more and be better.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/22/2023

  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.

  Original Order date: June 26, 2023 Total amount paid over service period of November 2021 to August 2023: approx. $9400 When entering the agreement with Pods, they committed to the pick-up, storage and drop-off (on scheduled date) of the storage pod I rented to my new address, less than 10KM away from their warehouse in ******, **.I paid for the convenience that Pods promises and what is essentially their whole business model - making moving and storage easy and convenient. I kept up my end of the bargain by paying them on time for the duration of our agreement. They did as well until it came time for dropping off the pod to our new address. They gave me a delivery window of ****PM on July 29 and when they did not show, I called them multiple times to get an updated ETA. The driver eventually called and told me that it would be delivered by 4:30PM. No pod showed up. After calling another 3-4 times, they continuously told me that it was being delivered that day but the pod never showed up. They wasted my time, my family and friend's time - over 8 hours of wasted time between 12 people. They charged my credit card for my last month's rent and for the delivery fee, not delivering on their end of the agreement. After hounding them for 2 days, the pod finally arrived on July 31, 2 days after it was scheduled. Instead of having help, me and my brother had to unload the pod over 3 days, which would've taken 3 hours if it had been delivered on time.Pods management has consistently avoided accountability. I have tried to reach a manager on Aug 2, 9 and called to follow up today Aug 22. No manager has reached out.They have promised a refund of 1 month's rent and delivery charge but still haven't received that. For wasting 8 hours of 12 people's time, we deserve more compensation than that anyway. At least 3 months of rent and waiving of the delivery fee.Multiple tickets logged:PODS #******** August 9 #******** #******** August 22 #********

  

  Business Response

  Date: 08/23/2023

  I am in receipt of your correspondence concerning PODS customer ********************************   On August 22, 2023, contact to discuss the issue was initiated with ******************** in order to address scheduling concerns and work on a resolution. 
  

• Initial Complaint

  Date:08/21/2023

  Type:Sales and Advertising 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 had placed an order # ******* with PODs on 6/2/23 to have pods delivered to my address **************************************************************************** on 6/17/23 for the first POD and 6/20/23 for the second POD. A few days later the pods were picked up and placed in storage. On 8/11/23 I had both PODs delivered to my new address ********************************************************. I had called on 8/12/23 to schedule for the empty PODS to be picked up a few days later on 8/15/23. However, and this is the complaint, PODs inserted a fake entry in the order to re-deliver PODs on 8/12/2023 to *********************, my old address. and then scheduled for pickup from my old address on 8/15/23. No PODs were ever delivered to that old address, and on 8/15 both POD drivers called me cause they showed up to the old address and there were no PODs to pick up. I had to re-direct the drivers over the phone to the correct address, which after picked up the PODs were returned empty to PODs storage facilities. PODs then charged me $400 for the re-delivery to the ****************** address that never happened. I have called and talked to PODs customer support and they confirmed over the phone that the charge was made by mistake, however they haven't sent any sort of refund or credit for the mistake. I have spent hours on the phone being handed back and forth between PODs customer support and ********************** collections department with no resolution

  

  Business Response

  Date: 08/23/2023

  I am in receipt of your correspondence concerning PODS customer, ************************************     On August 23rd, 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.

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/2/2021 I ordered a pod #****BX and it was delivered on time, loaded, and picked up by PODS to store on 8/26/2021. Our house construction has taken forever and we are finally ready to move in - I called PODS on 8/2/2023 and scheduled my *** for delivery on 8/21/2023. Today the *** has not arrived so I called and was put on hold - in the meantime I had a text conversation with a PODS rep and was told my order was canceled because it was outside of the service area. The zip code that the pod was picked up in on 8/26/2021 is the same zip code it is supposed to be delivered to. That agent told me that my *** was moved to their ***********, ** location on August 4th....no idea why and told me they could not help me further I needed to call. I am now on the phone with the agent who tells me there is no escalation process at PODS for her to be able to transfer me to a supervisor or manager and all of their calls are recorded so I hope they go back and listen. I am standing at my new house with hired movers coming tomorrow morning to move us in and no *** and I am told the best they can do is to get the *** there on 8/31/2023 and it is at a very large cost so they are keeping our family from moving in and says there is nothing else she can do. She said she can escalate it later to get me compensation but this is ridiculous....their agent made a mistake and moved my container to the wrong location and now it is going to take 10 days to get it to my house. I can not believe that we have waited two years to move into our house and it is going to come down to PODS that is keeping us from moving in. My credit card is being charged more than $1100.00 and she is telling me that we will file a claim with their back office to waive the fee and refund me. She was very nice and told me there was nothing else she can do but that is really sad because their agent made a mistake and sent our belongings to the wrong location.

  

  Business Response

  Date: 08/24/2023

  I am in receipt of your correspondence concerning PODS customer, **********************    On August 24th, 2023, contact to discuss the issue was initiated with ********************* in order to address scheduling/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.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer #********* Customer Name: ********************************* Billing Address *********************************************************************** New House Address: *********************************************************** Account #********* PIN: **** Order Details:Order Date: 5/8/2023 Order #******* 1-Large Container (12x16'): #****B50 Delivery Date: 6/21/2023 Delivery Address: *********************************************************************** Pickup Date: 6/29/2023 - Stored at *********** Storage Facility (***************************************************************)Note: 'SPRING30' Discount code for 30% off discount applied to pickup, 1st month *********************************** fees Order Date: 5/8/2023 Order #******* 1-Large Container (12x16'): #*****BX Delivery Date: 6/29/2023 Delivery Address: *********************************************************************** Pickup Date: 7/5/2023 - Stored at *********** Storage Facility (********************************************************* 29486)*Note: 2nd PODs unit was supposed to have been added on the same 'SPRING30' Discount code for 30% off discount to be applied to pickup, 1st month *********************************** fees. PODs' system allowed the agent to add the unit to the original order, but did not add the discount. She then tried adding the 'SUMMER30' discount code and it rejected it because the 2nd PODs unit ordered was added to the original order and 'was for new orders only'. To cancel and start a new order would have meant missing our needed delivery date before we had to vacate the property, so the agent advised me to stick with it and then to call in after delivery of the 2nd unit and get PODs to try to fix the discount issue. I did exactly as she advised me and called in to PODs to correct the discount issue with the 2nd unit and PODs refused. I escalated the issue for review and they rejected my claim and continue to refuse to give me the 30 % off discount for the 2nd unit.**NOTE: Not enough characters allowed for other issues related to redelivery of my units to our new house address and PODs repeated frivolous cancellation of them, so will submit them separately.

  

  Business Response

  Date: 08/24/2023

  I am in receipt of your correspondence concerning PODS customer, Krisalyn Komakech.    On August 23rd, 2023, our PODS advocate spoke with ********************************* to address several different concerns regarding the move.  We look forward to working with ********************************* in hopes 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 Krisalyn Komakech 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:08/21/2023

  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.

  Pods delivered 3 containers to our old home in **. We left ** on 7/21, and the containers which had been picked up beforehand were supposed to be waiting in ** when we arrived. It took weeks for them to get the pods here!! They keep putting off delivery by weeks at a time, and billing us for their delay!! They hold our belongings hostage, and over charge us for the extended rent. I previously wrote to you about this, and they replied "We strive to do better. " That doesn't change the fact that they are playing games, and overcharging people. We requested an itemized ******************* ago, and have never been provided with one. Consumer beware!!! Not a fair and reasonable company!!!!!

  

  Business Response

  Date: 08/25/2023

  I am in receipt of your correspondence concerning PODS customers ******** and **********************************   On August 23, 2023, contact to discuss the issue was initiated with Mr. and ************************ in order to address their scheduling concerns and work on a resolution. 
  

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20500829
  
  I am rejecting this response because: no resolution has been proposed. They promised to have the pods here when we arrived on 7/21. They were unable to do so, kept putting it off for weeks, and billed us for the wasted time!!

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

  

  Business Response

  Date: 08/29/2023

  I am in receipt of your correspondence concerning PODS customers, ******** and ********************************** On August 23, 2023, and August 29, 2023, contact to discuss the issue was initiated with Mr. and ************************ in order to address their scheduling concerns and work on a resolution. At this time, we have not been able to reach either Mr. and ************************.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20500829
  
  I am rejecting this response because:
  They say they can't reach us. I am handicapped and don't leave the house. I have my phone with me all of the time. I am not hard to reach. Their last note stated they spoke with us on 8/23. Which is it? They can't keep their story straight!!!

   

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

  

  Business Response

  Date: 09/01/2023

  I am in receipt of your correspondence concerning PODS customers ******** and **********************************   On August 23, 2023,  and August 29, 2023,contact to discuss the issue was initiated with Mr. and ************************ in order to address their scheduling concerns and work on a resolution however, attempts to contact them were unsuccessful, and voicemails were left.  We invite Mr. and ************************* to contact us to discuss the issue further so that we may provide a resolution. All contact information for the PODS Resolution Specialist assigned to the issue has been provided. 

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20500829
  
  I am rejecting this response because:
  They claim they can not contact us. I am home bound, and have a cell phone with me all of the time. I can receive phone calls, texts, or emails at anytime. My wife is retired and available at all times as well. The BBB has no trouble reaching us, why can't PODS do the same?

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

  

  Business Response

  Date: 09/12/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customers, ****** and *************************************. A thorough review has been completed of **************************** account and found that there was a 15-day delay in the receipt of the container. On September 8th, 2023, a settlement offer was presented to ************************ via email and we currently await his response in the hope that the matter may be resolved amicably. 

  Customer Answer

  Date: 09/13/2023

   
  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.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair 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.

  Ordered a *** July 20, was told there are plenty of drop off and pick up dates available in August. Scheduled *** to be dropped off August 14th. August 15th I tried to schedule the *** to be picked up Aug 22 because we close on current house August 23, called and spoke with a Pods rep who called a manager in the Middletown location who said *** could be picked up August 24th pending approval. Called back August 16th to confirm pickup was August 24th and got told sorry it was denied earliest we can pick up *** is now Sept 2. I told them but this house will no longer be In my name as of August 23, they said sorry only thing you can do is file a claim and see if anything can be accommodated. Told the soonest the *** can be removed from new homeowners driveway is still Sept 2, then wont be dropped off at my new residency in ******* till September 13 earliest they can pick up empty *** is Sept 14 but also Sept 14 you will be charged for another month of rent for the ***. I am relocating my whole family and this has been the biggest inconvenience not only for my children now moving to an empty house in ******* but also to the new homeowners who has to move in with a *** in their driveway blocking their garage. How is this okay ? This whole experience has been awful and costly almost $4,000 for all of this ? If I didnt have to drive my family down to ******* I surely would have used other means to get out belongings down there . We just want the *** removed august 24th like a manager had already said yes too and our belongings sent to ******* in a reasonable amount of time and not be charged another month of rent because they are backed up.

  

  Business Response

  Date: 08/23/2023

  I am in receipt of your correspondence concerning PODS customer, ****** Herrings. As of August 22, 2023, we have resolved all concerns with Ms. ******** to her satisfaction.
  

  Customer Answer

  Date: 08/25/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/19/2023

  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 hired PODS to move my belongings to storage while I prepared to move. PODS delivered the pod, I loaded it, and PODS took it away and stored it for me for aprox. 2.5 months. When I was ready to unload the *** they delivered it to my new residence. I found the *** door was completely jammed stuck shut. I tried to get it open, I asked others to see if they could do it. The *** had some noticeable damage in the form of a dent on the door - which wasn't there when I loaded the ***. I've contacted the company no less than 5 times starting on Wed. August 16th. I was told someone would come out - never happened. Now it's the weekend so there is no one I can talk to about this until Monday. I need to unload my belongings and get moved! I've tried and so have others to get the stupid thing open. Still not happening. Seems this company is only interested in my money, so cleaning up a mess they made apparently means little to them. I want this problem resolved so I can complete my move. This is serious!

  

  Business Response

  Date: 08/24/2023

  I am in receipt of your correspondence concerning PODS customer, **********************************    On August 23rd, 2023, contact to discuss the issue was initiated with ********************************* in order to address container 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:08/19/2023

  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.

  In May 2023, I experienced an issue with PODS Moving and Storage company. They messed up the delivery of my PODS to my home address causing me to have to reschedule movers. When I contacted them in May to get the issue resolved, I was given a dispute number and offered $600 to resolve my issue. Via email, I accepted the offer. Since May 24, 2023 I have made numerous attempts to get resolution and confirm that the $600 was mailed to me. I have not received the $600 check and my attempts have gone unanswered. This is the summary from the last email I sent to PODS on August 2, 2023:I am very frustrated by the lack of response and handling of my dispute case (********). I called PODS on 21 July 2023 and spoke with ****. He said that emails were sent to ******* and her supervisor and I should expect a response from them with 2 business days. I have yet to receive any response. I havent received the $600 that was offered due to the problems I had with my container order. At this point, I am ready to file a complaint with the BBB because Im not getting anywhere when I contact PODS. Please, I am asking for resolution of my issue. Please have someone respond and let me know when I will receive the $600 that was offered. I previously requested to have the check mailed to my home address.

  

  Business Response

  Date: 08/23/2023

  I am in receipt of your correspondence concerning PODS customer, ****************************     On August 22nd, 2023, contact to discuss the issue was initiated with *************************** in order to address concerns as to the claim of a previous offer that had been presented.  We look forward to working with *************************** to reach a satisfactory resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that *************************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *************************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We scheduled and confirmed with PODS to have our container full of belongings dropped at our new residence on Wednesday, August 16, 2023 and picked up on Thursday, August 17, 2023. We were told we would be given a 3 hour window of when the *** would arrive on Wednesday so that we could plan to be there to let them in the gate. We were never given a three hour window, so my husband waited at the new residence to greet the *** all day long. He took the whole day off work. It is an hour away from our current residence. Wednesday evening we called PODS again, not only had they failed to contact us about dropping off the ***, they also informed us that they wouldnt be dropping it off until Thursday. This was after a bit of run around including them telling us that the *** was already on the truck and out for delivery. We asked them since it would only take a couple hours to unload the *** and since they failed to honor their drop off date if they would still be able to honor their pickup date of Thursday, August 17th. We were told that they would not be able to pick it up until Saturday, August 19, 2023 two days after the date they promised to pick it up. We waited and waited all day Friday to hear from PODS about when they would pick our *** up on Saturday. At 8 am on Saturday we received a phone call from a driver already at the location of our ***, one hour away from our current residence asking to be let into the gate. Apparently, PODS had emailed us at 9:10 pm about an 8 am pickup. We would have gladly been there to let the driver into the gate but a 9:10 pm email notice for an 8 am pickup is completely unreasonable. We promised our property management to have the *** removed by Thursday evening. We are now being told that PODS wont come get it until the following Tuesday. We want this *** removed from our property, it is not welcome there, and we cant guarantee that it wont be towed.

  

  Business Response

  Date: 08/23/2023

  I am in receipt of your correspondence concerning PODS customer, ***************************. As of August 22, 2023, we have resolved all concerns with **************** to her satisfaction.
  

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20494591
  
  I am rejecting this response because:

  I am not satisfied.  Yes, the *** was picked up but not until after 2 scheduled times that were changed by PODS, not by our request, as noted in the original complaint. 

  Also, at the time of pickup, there were 2 locks sitting next to the *** that were taken when the *** was picked up.  These were locks we paid for.

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

  

  Business Response

  Date: 08/29/2023

  I am in receipt of your correspondence concerning PODS customer, ***************************. On the date scheduled originally for pick-up, the driver was unable to access the neighborhood due to security gates in place, and the pick-up was rescheduled for August 22,2023.  As of August 22, 2023, the container was safely picked up successfully and we have resolved all concerns with **************** to her satisfaction.