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

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

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

  
• 

  PODS Moving & Storage

  15635 Hudson Ave Spring Hill, FL 34610-7606

  

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:08/16/2023

  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 called Pods. Spoke with their rep.. while on the call I asked all the right questions. I explained that I get paid on August 17th, and how I wanted the pod on August 17th. The rep reassured me numerous times that the payment will not be charged or taken out until August 17th after it is delivered. **** that wasn't the case.. Today, August 16th... Pods tried 17 times to take the payment, then at 5p I was told they are canceling my order due to non Payment. I was on the phone with Pods for 3 hours trying to get this fixed.. no one was willing to listen to the call of the booking so they can honor it... each person just kept transferring me. No accountability was taken... So now I am moving out of state and have to leave my stuff due to their rep. **** said I must've heard the rep wrong when making the reservation, but my roommate heard the whole call.I even have one rep ************ talk over me while I was explaining the whole situation, and she just kept on doing so that I had to hand the phone to my roommate due to how mad the rep was making me. I never got to speak to a manager... but they did put in a claim in and said it takes 24/48 hours to hear back... but I need it on the 17th and be out the state on the 18th... UGH.

  

  Business Response

  Date: 08/23/2023

  I am in receipt of your correspondence concerning PODS customer, ***********************************. As of August 16, 2023 we have resolved all concerns with ********************** to her satisfaction as no charges were incurred. 

• Initial Complaint

  Date:08/16/2023

  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 moved across country from ****** to **********. PODS were dropped off in ********* in a timely matter and PODS were stored until we found a home in **********. I let PODS know that we were still looking from our home and stored PODS for approximately 4 months. Once we found our home, I tried to schedule our delivery for Friday, Aug. 25 but was told it was a non service area. This makes absolutely no sense, since it is not a rural area by any measure. My PODS are 2 hours away from our home. I would like my PODS delivered on August 25 in ********, **********. I was never told at any point that PODS has non serviceable areas. Based on what I am reading on line, many people have had to spend additional money to move their items to their homes. Our PODS are about 2 hours away! This seems like a breach of contract since I was never told there were no service areas and I would be responsible from moving my items from the PODS facility to our new home. I paid to have the PODS delivered to my home NOT 2 hours away from my home and then have to figure out how to get my items from that facility. I would like to have my PODS delivered to ********, ********** on August 25, 2023. I have two children - one starting college and the other high school - both have ALL of their items in the PODS for school and personal items. It if was just me, I would adjust to it, but this is impacting my children and their ability to start school. My daughter literally is being dropped off at college on August 27 with NONE of her items. This is terrible! I hope PODS is able to resolve this issue.

  

  Business Response

  Date: 08/21/2023

  I am in receipt of your correspondence concerning PODS customer, ***************************.   On August 17,2023,  contact to discuss the issue was initiated with ********************** in order to address his shipping concerns and work on a resolution. 

• Initial Complaint

  Date:08/16/2023

  Type:Sales and Advertising 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.

  On August 9, 2023, I spoke with a PODS representative to advise that only one of our rented pods had been picked up. She explained that it looked like only one had been scheduled for return. I shared that I was certain that I had selected that both be returned. However, as a mother of seven, two with special needs, unpacking her home after moving out for water damage repairs, I only glanced at the pickup email that the system generated and did not catch the error. The representative said not to worry she would take care of getting it returned. The earliest return date was 8/14. I asked at that point to speak with a manager because I was concerned about being charged again. She said no need to do that because there is a grace ******* and she was putting in a ticket to request an 8/11 pick-up exception, so even if it weren't approved, we would be charged. We were charged and our dispute has been declined. I am requesting a full refund and that the account be closed with my credit card removed. The account number is *********, and the reference number for the call is ********.

  

  Business Response

  Date: 08/17/2023

  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 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 Tyila Cooks 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

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

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my furniture moved into a POD unit 2019. I am a travel medical professional that works contract positions. I had no intention to keep my things in storage beyond a 6 months. However, due to the economy and COVID, my things were stored longer than I intended. I recently had my things moved out of the unit, by professional moving company. The company found damage to my furniture. My furniture had mold and algae. My mattress had to be discarded. My clothes have mold and there's a mildew scent present. I calledPODS. After waiting an hour, the customer rep finally answered. She supposedly filled a claim. After a week of no communication, I called back. The claim was closed, with NO resolution. I paid PODS, for years, with no interruption. The monthly cost was $249.A rep sent an email, a few days later, gave me a claim number, and requested pictures, which I sent. another week has passed. I am now being completely ignored, My furniture is ******************************* collectors furniture. It is no longer produced. I need help resolving this issue. PODS is ignoring my claim.

  

  Business Response

  Date: 08/25/2023

  I am in receipt of your correspondence concerning PODS customer *********************************. On August 16th, 2023, contact to discuss the issue was initiated with **************** in order to address Ms.******* ******** damage concerns and work on a resolution. We can confirm that the photos were received, however, we do need additional feedback to proceed with the claim. 
  
  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: 08/26/2023

   
  Complaint: 20475745
  
  I am rejecting this response because: I received a response stating the business is waiting for feedback. However, this issue is not resolved, because the response states additional feedback is needed, but no communication to indicate a next step, for me to provide feedback.

  Your technology failed. My furniture, clothes, mattress and small items were damaged. This case cannot be closed yet, because there is no resolution.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/31/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*********************************. A review of the issue that gave rise to this complaint has been completed. A pressured water test confirmed negative for intrusion. Our investigation has established that the declared damages caused could not be determined or attributed in any way to Pods. No physical damage was found to the rented PODS brand container unit and no other cause for the loss was identified.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20475745
  
  I am rejecting this response because: The mold and mildew on my belongings will NOT be visible  on your POD. Many business declared they were supportive and thankful for the hard work that medical professionals were doing during the pandemic. It was **********. Your technology failed and you are coming up with excuses. No business is teflon. If ******* can closed stores, your business can be impacted as well. This is my last correspondence. If this business is not going to assist me, there's nothing else I can do. I am asking you to reconsider. I am requesting some type of assistance to help me replace some of my priceless things.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/11/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *********************************. Per our previous response on August 31st, 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. We found that there was no physical damage to your unit and no other cause of loss was identified to suggest that the unit was compromised. A pressurized water test confirmed negative for water intrusion. This included allowing continuous water to run over the roof and the entire exterior of the container to detect leaking, to which there was none. Nonetheless, mold/mildew on a customers contents is not a covered loss based on the terms of the agreement.  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 **************** 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:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented two pods for my move. Move was completed but have been unable to get them to come and get the pods. Now Ive cancelled my card to keep from getting continuously charged. Ive called pods customer service and waited on the line for up to an hour at a time going through employee and supervisors to be told they wont come get the pods until I pay the past due balance. If I dont pay they wont come get them but theyll auction them off. They keep mentioning a third party I need to call about the pods but cant provide the contact info. At this point Im ready to just keep the lids and make them a storage building.

  

  Business Response

  Date: 08/17/2023

  I am in receipt of your correspondence concerning PODS customer, *********************************** .    ****************************** move occurred out of our franchise location in *****, **.    ****************************** account is not owned by PODS Enterprises, LLC and therefore we are not able to respond on behalf of the franchise.  The account is owned by ********************************************,  LLC.    Therefore, we request that this complaint be removed from the file of PODS Enterprises, LLC and forwarded to the *********  Better Business Bureau.  The contact information for 3G Portable Storage, LLC is:  
  
  3G Portable Storage, LLC
  Attn:  ***********************
  P.O Box 791003
  *********, **  *****

• Initial Complaint

  Date:08/15/2023

  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 7/6/23, I was scheduled to have three 16' PODS containers dropped off at my house to be loaded for moving. After the local branch dropped off the first container, the local branch called to inform me they could not fulfill my order. They claimed that despite my new house being able to fit the containers per the PODS website description, they could not navigate the city street to get there. The container that was dropped off at my house was retrieved by PODS that day (7/6/23) and was never opened. PODS' cancellation resulted in my house's closing date being delayed due to us having to find a new service provider to move our belongings. PODS still charged my card a total of $231.94 despite them being the ones who cancelled the service. After weeks of arguing with PODS and initiating a fraud claim with my bank, I received an email and voicemail from ************************* stating the remaining $231.94 was to be refunded to my card on 8/15. When I checked my online banking, I discovered that my card had been CHARGED an ADDITIONAL $231.94 and had not been refunded any amount. I attempted to call PODS customer service and reply to *****'s email and am now being told the pending charge would "fall off", however they refuse to acknowledge that my card was charged and not refunded. Therefore PODS still owes me $231.94 for the services that THEY cancelled on me. I attempted to upload *****'s voicemail stating that PODS would be refunding the total amount paid but the BBB will not accept .m4a uploads.

  

  Business Response

  Date: 08/21/2023

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

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20474108
  
  I am not satisfied with the treatment given by PODS and want their discrepancies noted on this complaint.  PODS refused to resolve this complaint within the transparency of the BBB system.  This matter was not resolved until 8/19 when they finally processed the refund correctly after charging my card a third time.  
  

  PODS drug this out for over a month after their error resulted in charges for services they could not provide.  Their incompetence resulted in the delay of our houses' closings along with thousands of unplanned additional expenses.  No sane person should do business with this awful company. 
  

  I have uploaded the correspondence from this matter to this BBB complaint. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/15/2023

  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.

  Pods charged overage fees which were not warranted.

  

  Business Response

  Date: 08/21/2023

  I am in receipt of your correspondence concerning PODS customer, ***************************.   On August 16,2023,  contact to discuss the issue was initiated with ******************** in order to address his billing concerns and work on a resolution. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20473240
  
  I am rejecting this response because:

   

  no response from initial email. 

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

  

  Business Response

  Date: 08/23/2023

  I am in receipt of your correspondence concerning PODS customer, ***************************.   On August 16,2023,  and August 17, 2023, contact to discuss the issue was initiated with ******************** in order to address his billing concerns and work on a resolution. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20473240
  
  I am rejecting this response because:
  

  8 days since responding. Pods is clearly interested in fighting this instead of refunding. 

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

  

  Business Response

  Date: 08/31/2023

  I am in receipt of your correspondence concerning PODS customer, ***************************. On June 27, 2023, and August 17, 2023,  ******************** completed a chargeback with his bank. On July 21, 2023, the PODS accounting department reached out to ******************** to discuss the chargeback notification and inform him that the charges were valid. On August 16, 2023,  August 17, 2023, and August 24, 2023, contact to discuss the issue was initiated with ******************** in order to address his billing concerns and work on a resolution. At this time, we have not spoken with ********************, please have him reach out to our ********************* at ************ for further assistance.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20473240
  
  I am rejecting this response because:

  I have contacted Pods several times and made multiple efforts to resolve this issue.  Their customer service seems intent on not acknowledging the issue and blaming the consumer. Every effort has been made to resolve and have company issue credit.

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

  

  Business Response

  Date: 09/07/2023

  I am in receipt of your correspondence concerning PODS customer, ***************************. On June 27, 2023, and August 17, 2023,  ******************** completed a chargeback with his bank. On July 21, 2023, the PODS accounting department reached out to ******************** to discuss the chargeback and inform him that the charges were valid. On August 16, 2023,  August 17, 2023 and August 24, 2023 contact to discuss the issue was initiated with ******************** in order to address his billing concerns and work on a resolution. At this time we have not spoken with ********************. Please have him reach out to our ********************* at  ************ for further assistance.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20473240
  
  I am rejecting this response because:

  I have contacted Pods absolutely enough for one lifetime for this issue. They claim the issue is valid however there customer support response that there wouldn't be an extra charge and the website error showing the wrong delivery address is enough to warrant credit. Pods refuses to contact the customer or reverse the charge. 

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

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter contracted pods for her storage unit to move from *********** ********* to ***********, **********. They dropped the storage unit on June 15 at my house. They did not follow the instructions on where to drop the storage unit and Blocked my wifes car in the garage. She had to use another vehicle to drive to work the next day. We called them and asked them to come and move it and put it where we had originally asked him to do in the first place. They reluctantly came back out and were not very pleased and left marks all over my driveway and actually drove heavy equipment right through my yard to move the storage unit. I have asked for them to repair my driveway and they made an offer of $150 to pressure wash it.. I have asked for them to repair my driveway and they made a offer of $150 to pressure wash it. I contacted a company that had sealed my driveway and they said it would need to be pressure washed and resealed at the cost of $1700 . Now pods is denying the claim saying that they followed everything in their contract. I did not have a contract with them, my daughter did. I own thr house, not my daughter, and regardless it was due to their negligence and agents performing careless acts causing the damage. I am seeking only for them to get my driveway repaired. They need to make it right. Please see the pictures.

  

  Business Response

  Date: 08/25/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC,Complainant, *******************************. Per our previous response on August 1st, 2023 a complete review of ******************** claim 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, PODSEnterprises, LLCs position remains unchanged.  PODS stand behind the original goodwill offer as we are not liable. The placement of the container was pursuant to PODS customers request. 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 all the concerns were addressed.
  
  
  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 of its quality customer service and I regret that ******************** 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: 08/25/2023

   
  Complaint: 20472990
  
  I am rejecting this response because: please see the attached pictures of my driveway and yard. That is not okay and unless they make some form of satisfactory remedy I will be filing a claim in Williamson county small claims court. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/07/2023

  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 being re-reviewed. We will continue to work with ******************** until the review is complete and will provide details and appropriate resolution accordingly. 

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20472990
  
  I am rejecting this response because they say they are working with me and that is absolutely not true. They do not even return my emails nor phone calls. I have left several messages at the corporate office for ****** AM9999662 with the customer advocacy office.  She refuses to return emails or phone calls. The last email I sent was yesterday trying to work with them to resolve my complaint. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Background: Client is a disabled veteran who saught military discounted moving and storage services. Client suffers from anxiety from tank operations and seeks to avoid driving long distances due to resurgence of PTSD. Client and PODS entered into an agreement with an initial delivery in the *********** on Aug 14, pickup Aug 16, and final delivery in the *********** on Aug 25, with final pickup Aug ****. PODS is in breach of contract for failing to deliver pod storage container on agreed upon date 8/14/2023 per Order #*******.2. Client called PODS to receive updates on delivery only for each to be passed (e.g a) 10 more minutes; b) new delivery window 3:30pm-4:30pm, c) new delivery window 4:30pm-5:30pm, d) "call after 6:00pm", e) "they'll be there by 10:00pm at the latest").3. PODS informed Client over recorded customer service calls that delivery is last in route (14 of 14) and would be delivered not later than 10:00pm (initial delivery window 11:45am-2:45pm).4. PODS failed to deliver by PODS Agent's promised time or any time also promised thereafter.5. Client's third party mover's have charged Client for unrendered services and rescheduled.6. Client entered into a new contract at 8:00am EST with second moving company for 10:30am pickup of 16-foot truck following day (Aug-15).7. Client is concerned about driving due to disabilty but has been left without other options; and Spouse is unable to support as she has never driven large trucks.8. Original relocation plans are modified (** to **) and cannot be followed due to now operating a moving truck.9. Additional costs and fees associated with new reservations have occured.10. Client has continuously contact PODS to mitigate however is unable to reach a point of contact for customer **********. Client is extremely inconvenienced and damaged by PODS actions and demands to be made whole.

  

  Business Response

  Date: 08/17/2023

  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 the claim 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.
  

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20471313
  
  I am rejecting this response because:

  I am not made whole from the actions of the company. Compensation for economic harm will close issue.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/21/2023

  On August 21st, 2023, our PODS advocate spoke with ******************* apologizing that we would not be able to accommodate the compensation request for what would have been a (1) day delay due to unforeseen circumstances if the order had not been canceled, however, a full refund was provided.  

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20471313
  
  I am rejecting this response because:

  PODS breached the agreed upon contract for failure to deliver PODS according to agent's timeline (Aug 14 delivery, Aug 15 pack-day, Aug 16 pickup). The breach resulted in monetary (compensatory and incidental) damages owed to Client as the Client sought substitutes and altered relocation plans. Client seeks monetary relief to be made whole due to PODS breach. 

  After numerous attempts to contact PODS, Client was left without any email, text message, or notice of any updates (called +5 times and was told by agents of the company "its around the corner", "10 minutes", "its on the way" etc. Because of this lack of communication, and after the breach took place for failure to deliver, the following morning Client called around to find moving service (Penske), adjust movers timeline (College Hunks Hauling Junk), all of which incurred expenses in excess of the contract agreed upon. Client relied upon the moving timeline provided by the agent of the company (sales rep ******** C.R.) to which a reasonable person in a similar circumstance would have looked for solutions given Client is moving out of state, and a disabled veteran who was told "thank you for your service" when contracting with PODS. Client only "cancelled" after numerous attempts the following day to again get ahold of PODS which maintained hold times for over an hour in the morning of Aug 15, and after mitigating from further damages. 

  Seeking: Monetary damages to be made whole from PODS breach in the amount of the cost of relocation services that exceeded the contract expectation.

  RE: "On August 21st, 2023, our PODS advocate spoke with ******** apologizing that we would not be able to accommodate the compensation request for what would have been a (1) day delay due to unforeseen circumstances if the order had not been canceled, however, a full refund was provided."
  

  **Note this is the best recollection of the incident; Client is a disabled veteran and relied on the services of PODS for this very reason. I have never in my life pleaded to a company, begging for help, but PODS will find this on their recordings of quality assurance (where the final agent ASURED me the delivery would take place not later than 10pm.)

• Initial Complaint

  Date:08/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer ID ********* Ordered 2 ********************** container. Delivery and pick up disastrous each time. Rep told me to call 3-5 days for delivery of my 16ft POD. So I called 7 days ahead only to find out delivery takes 12 days. Now they want me to schedule pick up even before my POD is delivered which means if my POD is delayed, I'm left with no time.Sales and service customer service straight up don't match and give different answers. I called again from another line to make sure I didnt misunderstand but I was correct.I have movers set for aug 22 AM time and my POD isn't arriving till 24th. Will have to now pay cancelation fee for movers.It's my first and last time with PODs.I now see they scheduled my container to be picked up on aug 26th, which by the way I didn't schedule.

  

  Business Response

  Date: 08/21/2023

  I am in receipt of your correspondence concerning PODS customer, *****************************.   On August 16,2023,  contact to discuss the issue was initiated with ****************** in order to address her dscheudling concerns and work on a resolution.