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

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

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

• 

  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: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.
  

• Initial Complaint

  Date:08/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have stored our belongings with PODS for 3 months. We scheduled delivery 6 weeks ago, and they refused to deliver our belongings today. We are now having to stay in a hotel, and will be demanding remuneration. After continuing then, they promised to deliver today, which was a lie. They now promise to deliver tomorrow, but refuse to update the **** We will be filing charges of theft tomorrow and will be filing suit for return of our belongings. They have lied, refused to communicate, and now have stolen over $10,000 of household belongings.

  

  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 her scheduling concerns and work on a resolution.  

• Initial Complaint

  Date:08/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a PODS which was delivered to my home in February, 2023. My payments were current and paid in full when on or around May 4, 2023, PODS removed its POD from my home without my knowledge or consent and brought it back to its lot in *********, **, with my property inside. It broke its contract with me. PODS continues to bill me every month. I refuse to pay them for stealing my property and because I needed the **** If they file a non-payment to credit reporting agencies, there will be a lawsuit for maliciously filing a false report. I absolutely needed the PODS container because I needed the extra space to move my property back and forth between my house and the container. I have not had access to my property for three and a half months now and running. PODS owes me money and not the other way around. The work that needed to get done was directly hobbled because of their actions. They need to pay me rent and damages. Documentation will be sent to bbb via email as I dont know how to convert an email into a .pdf file. If they report me to credit bureaus, I will file a lawsuit. I also want my property back at my convenience. I have submitted a dispute with ************** credit card.

  

  Business Response

  Date: 08/22/2023

  I am in receipt of your correspondence concerning *********************** .   Due to ************************* concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time.  Upon completion of the review, a member of our PODS Billing/Collections team will reach out to *********************** directly to discuss. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that *********************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *********************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20491060
  
  I am rejecting this response because:  they simply said they would review my complaint - no resolution yet.  Have PODS listen to the recorded message regarding pickup.  It is NOT my voice.  Have them look up the phone number when the pickup order was requested.  It was NOT my number.  The only number I have and use is ************.  They need to look up the phone number requesting the PODS removal.  They never notified me that they were picking up my ****  I found it gone.  They have my property inside the ****  Use common sense.  I didnt have them pick up my *** with my property in it.  I did complain to them.  The only thing they did in response was to send the bill to collections.  What they did has inconvenienced me in the extreme.  I needed/need the extra space so that I could do in my house what needs to be done and it has slowed my doing so down to a snails crawl.  They stole my property.  The *** was removed when the payments were current, and in good standing.  Now my account is locked.  It shouldnt be.  The contract was between PODS and me and nobody else.  They continue to bill me - when THEY are in possession of the *** and my property in it.  I have no access to my property.  They should be paying me and NOT the other way around!!!!!!!!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/25/2023

  On August 24th, 2023, one of our PODS billing/collection team members spoke with *********************** and provided two options on how to retrieve their belongings.  *********************** declined to make a payment or agree to a settlement.  The container had been removed from the property and brought to our PODS storage center due to a complaint we received from the property owner/manager that the container had been at the site too long and was subject to being towed from the property.   We did attempt to reach *********************** at that time about the complaint without success. 
  

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20491060
  
  I am rejecting this response because:

  I am sending you the land records for **********************, showing that ******************************* is the owner of **********************, not ***************  The homeowners association must give fair notice that they want a storage bin removed.  The homeowners association has both my email and my physical address.  They have been sending me and everyone else in the development physical letters via the *********** when they want something done or to notify everyone on various matters.  They use yellow warning stickers.  No sticker was attached to the ***.  It was parked in my parking space, which my family owns. ********************** is not an apartment building.  The lady with whom I spoke thought the address was that of an apartment building and I was renting an apartment in it.
  
  PODS did not inform me that they were taking back the ***.  They had a duty to do so. They have my email and have used it.  They also did not knock on my door to tell me they were repossessing it.  I would have been at home. The PODS representative said they would put the *** on the street anywhere I wanted except on Summer *** Drive, but thats ridiculous, as it voids the purpose of having the *** in the first place.  The nearest street from Summer *** Drive, is about a half mile from my house.  I cannot transport the items in the *** for half a mile.  Im not even sure it is legal to park a *** on a public street.  The least they should have done was to empty the ***.  It was not locked.  They deprived me of my property.  Im guessing (but am actually quite sure) that they would have been given seven days notice to remove the ***.  When yellow warning stickers are placed on vehicles a seven day notice is given.
  
  I dont see how they have any standing to charge me rent for a *** not in my possession, but in theirs.  Since when does a business charge rent to a person who is no longer renting their space (***) when the company broke the lease?  They should be paying me for the disruption they caused and for depriving me of my possessions.
  
  I dont see how they have any basis whatsoever to charge me rent for a *** for which I had no access through no fault of my own.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/14/2023

  We appreciate ************************* concerns and would like to work toward an amicable resolution.   In accordance with our PODS rental agreement and in receipt of a complaint for the removal of the container under a threat to tow, the container was retrieved and brought back to our secure PODS storage facility.   In order to settle the account *********************** would need to continue communication with out PODS billing/collections team. 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20491060
  
  I am rejecting this response because:

  Dear **********************,
  
  I rented a PODS in late February.  My account was paid in full and current.  Then, around May 4 or 5(?), PODS repossessed it with all my belongings in it without notice.   PODS has my email account number and the address of my house.  They didnt even post a note on my door that they were taking it back, nor did they knock on my door.  They did not put my property on my lawn.  Instead they took my property with them.  They had to have known that keeping my possessions, effectively denied me the right to my possessions and their use.  I did not give them permission to take my property.  I certainly did not authorize them to take my property with them.  Thats ridiculous.
  
  When I spoke to PODS, I was told that the owner of the property threatened to have it towed.  The person with whom I spoke thought I lived in an apartment and that he owned ***********************  The name she gave me was ***********************(?). ***** is not an apartment building.  It is a townhouse.  My family owns ***********************  The *** was legally parked in my parking spot.  If something is to be towed, it MUST be marked with an orange sticker.  Notice MUST be given.  On the sticker is a seven day notice for removal.  There was no sticker on the ***.  I would have been home when the *** was repossessed.  Nobody even knocked on my door.  The *** has been stored on a PODS lot with all my belongings in it.  I have not had access to my possessions, nor have I been able to use the *** for the reasons I rented it.
  
  Now PODS is attempting to charge me for the months that it has been it its possession.  PODS should be paying me for denying me access to my property and for the monthly rentals that my property has been in PODS possession.
  
  The nearest street that is not on Summer *** Drive, the dedicated street of the townhouse development, is about a half mile.  It is also not practical to retrieve my possessions piecemeal from the PODS lot.  My car cannot accommodate them.
  
  Here is what I suggest, pay me for the months that PODS has had my possessions in the amount that PODS has charged me for monthly rent and return my property to me.  I also would like an inconvenience fee because what I was doing was thwarted by PODS.  PODS has threatened to sell my property at auction.  PODS behavior has caused me intense emotional distress.  Please show me good will.
  
  Please help me clear up this matter.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/18/2023

  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 had ordered a (# *********) POD for JUNE 15-JUNE 28TH from ** to WA it was everything I owned since I was moving states. I had movers ordered for conformed drop off. I waited all morning and no show, no call and I finally call and after 1 hour on hold I was told the pod was canceled and not being delivered and moving it to July 1st, I finally got an email around 1 pm confirming that days cancellation. July 1st came and once again no POD , I called customer service and was told it will be here by noon, guaranteed. Pod did not show up again, mind you I am logging on checking for my eta and it says noon, no pod AGAIN I call customer service over and over but you cant talk to anyone you have to hold for an hour or wait for a 2 hour call back. I had no idea where all belongings were AND NO COMMUNICATION FROM PODS just sitting around waiting and praying that my pod will show up. Finally got a hold of someone around 3 and it was canceled again and now with the holidays they cant delivery until July 6th!! That is two cancellations with no notices, two sets up movers canceled and now I am waiting 9 days past my original contacted delivery date.The warehouse manager in ******* called me and confirmed he has my pod and that trucks broke down and drivers didn't show up so no one could delivery it when agreed two other times, he assured me it will come the 6th and I will be compensated. Here comes *******, customer resolution specialist who offered me 200 I said no that doesn't come close to what this has costed me just in stress alone. Finally agreed on a credit for 600 and not charged for anything past agreed dates. I was exhausted at this point and tired of fighting with PODS. I agreed and no credit plus I got an additional charge to my credit card of ****** on July 5th which she denied even after I sent her proof. I Have not seen any credit due to me, this ******* @ ************ she then tried to offer the $200 credit and I told her no I have it in writing the

  

  Business Response

  Date: 08/22/2023

  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 delivery of the container 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:08/18/2023

  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.

  on 08.14.2023 I saw a advertising on tv for moving and relocation and I called them. I got a quote from moving from ********* to ***************************************************************) they gave me a quote of $2042.42 that included the 30% discount and then yesterday I received a quote in the amount of $1942.48 and that had the discount on it as well. I received another quote in the amount of $2209.44. When I go on to anyone of the emails to book it the price is $2500.00 and that is without the discount. I have not been able to talk to anyone when I call the business. I would like the original quote of $2042.42.

  

  Business Response

  Date: 08/23/2023

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

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20489946
  
  I am rejecting this response because:
  I had to get another company for a higher price because PODS were not available to speak with me regarding all the different quotes! If it wasnt for the fact that I contacted the BBB I believe they would have never contacted me. I was sent instead a email saying that my quote had expired! 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/30/2023

  I am in receipt of your correspondence concerning PODS Enterprises, Inc. customer, *****************************. Per our previous response on August 22, 2023, and the complete review of Ms. ****** ******************************'s position remains unchanged. Based on our review, we have concluded that the fees invoiced were consistent with the quoted services.

• Initial Complaint

  Date:08/18/2023

  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 used PODS to move my family across the country from *******, ** to *******, **, with a temporary stop in **************, ** (PODS storage facility) prior to my new lease starting. They have failed to ************* across the country, storing them at a location not previously agreed upon. The company allowed me to schedule an "access date" in **************, ** so I can retrieve a few things needed despite the container/goods still being in the *******, ** area. I called the company to inform them of this since I have an Apple AirTag tracking it's location - they were unaware of this and then proceeded to tell me I needed to provide approval for transport despite never ordering/paying for storage in the ******* area. Then PODS proceeded to tell me that the final destination zip code of *******, ** is not a serviceable zip code and they'll have to request an accommodation to make this happen. However, When I called PODS and spoke with an associate prior to booking this service back in June, the agent specifically told me I could transport from *******, ** to **************, ** where I could access my goods, and then have the PODS container transported finally to *******, ** when my lease started. Otherwise I never would have used this service - I would have used a traditional moving company and self-storage facility. This is an ongoing chain of awful experiences, starting when the company never delivered the container for the initial move back in ******* on the delivery date, only to finally be told at 7pm that it would arrive the next day. This is unacceptable all around, and PODS does not realize or seem to care that there are other dependencies such as movers, one's family, and housing accommodations that are affected by their inability to provide basic services or time commitments. I'm requesting confirmation for delivery on 9/1/23 in *******, ** as originally intended and refunds for 5 weeks of lost local storage.

  

  Business Response

  Date: 08/25/2023

  I am in receipt of your correspondence concerning PODS customer ****************************.  On 8/15/2023, contact to discuss the issue was initiated with ******************** in order to address his concerns and work on 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: 08/25/2023

   
  Complaint: 20488031
  
  I am rejecting this response because it's a meaningless non-response full of fluffy words and zero action. This "response" from PODS contains no measures to actually resolve the several problems their service is at fault for. I struggle to think how this response from PODS could be in any way, shape, or form be satisfactory. Since filing this claim with BBB I've followed up with PODS via email in repeated attempts to confirm the delivery date and the requested location and I'm yet to receive word on either of these. Because of this I'm unable to schedule movers to unload the *** and am not sure if I'll need to make alternative housing accommodations despite my lease start date on 9/1. This experience continues to be horrible despite my persistent attempts to escalate the issue with PODS via their claim/dispute mechanism. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/29/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*****************************. A review of the issue that gave rise to this complaint is currently underway. ***************************** has been assigned a PODS Advocacy Representative and has been contacted to advise of the assignment and provide updates of the review and resolution in process. At this time, the *** for arrival of the container to its destination for redelivery is 9/1, but we are waiting on the customer to accept the necessary Rental Agreement for the new order to complete the move. We will continue to work with ********************, until the review is complete and will provide details and appropriate resolution accordingly. 

  Customer Answer

  Date: 09/02/2023

   
  Complaint: 20488031
  
  I am rejecting this response because I'm still pending clarification on all charges; correction of some fees that were erroneous coupled with reimbursement for storage and transport fees since I was unable to use the container as temporary storage due to PODS' failure to transport the container in a timely manner. I'll await the full details on PODS' investigation and how these fees will be corrected prior to accepting responses to this matter.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/14/2023

  I am in receipt of your correspondence concerning PODS customer, ********************************  On September 13, 2023, a PODS Advocacy representative reached out to ******************** and a resolution is currently in progress at this time. The PODS rental agreement is available via pods.com by signing in using both the Customer ID number and pin number created by the customer. Once logged in, you'd need to select the "Invoices & Documents" selection and the agreement is located in the Order Documents folder. At this time. we are currently awaiting the return of the documentation to enable the credit and *************, the refund will be completed, satisfactorily resolving the issue.

• Initial Complaint

  Date:08/17/2023

  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.

  This account was in collects.I was told once the account is paid that I would be able to have my items delivered. After the account was paid off I was then told I have to wait 5 business days before they take the locks off the account. *** explained that if I was able to wait 5 more days that they would charge me another month for it. I just need this pod delievered as this is not my stuff and they have their items in my name

  

  Business Response

  Date: 08/21/2023

  I am in receipt of your correspondence concerning PODS customer, *******************************. As of August 17, 2023 we have resolved all concerns with ****************** to her satisfaction.
  

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20483089
  
  I am rejecting this response because: once Ive received my items in the container it was a hole at the top which water got in and my furniture was damaged. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/25/2023

  I am in receipt of your correspondence concerning PODS customer, *******************************. As of August 17, 2023 we have resolved all concerns with ****************** to her satisfaction.
  

• Initial Complaint

  Date:08/16/2023

  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 hired PODS to help me move from ** to WA and I ran into several issues. I was put through to a Customer Advocate Specialist, *********************, who has completely ignored me for nearly 4 weeks now. I want to also note that wait time is about 1.5 hours each time you call customer service. However if you call the sales line it goes through instantly.Attached is all email correspondence and the main portion of my complaint, which I will summarize below:1) I placed tracking devices on my POD. It was supposed to be leave ** to go to OR on 7/13 and I saw they didnt move it by 7/14. When I called, I was assured it was shipped. Once I told the person I had AirTags in it, they got the transport team to move it the next day. 2) My original delivery date in WA was 7/22 with a confirmed delivery window from ****AM. No one called me when it was missed. Once again I checked my AirTags, saw they never left. I called customer service and around 10 pm EST someone assured me that the Pod was on the way to be delivered to me and I would be hearing from the driver at any moment and they disconnected. Well, my POD wasnt delivered. I had to follow up with customer service to reschedule for 7/25. No called or notified me I had to reschedule. Due to these containers not being delivered on time I had to spend nearly $200 for furniture (air mattress, pop up chairs, sheets, etc) while I waited for a few days for it to actually be delivered, since I arrived at my home on 7/23 after spending 3 days driving over ***** miles with a dog and three cats. I also had to reschedule my movers, AND drove to the ******** facility on 7/24 to speak to SOMEONE on the ground and making sure that my pod would actually be delivered this time since no one cared to even reach out on Saturday.

  

  Business Response

  Date: 08/21/2023

  I am in receipt of your correspondence concerning PODS customer, ****************************   On August 17th, 2023, contact to discuss the issue was initiated with *************************** in order to address delivery 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.