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

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

• 

  Pods

  2118 Commerce Dr Cayce, SC 29033-1525

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  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:08/15/2023

  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. 

• Initial Complaint

  Date:08/14/2023

  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.

  We ordered a POD starting April 10 th 2023 with delivery April 15th 2023 under the understanding that they delivered all over the **. I had the container picked up May 5th, 2023 to be delivered after moving. Once settled I contacted pods to have the container be delivered and was told they would not deliver to my address. They stated there was an error in the original zip code used. They refused to deliver it back to my old address or any other usable address of known family stating we had to come access the pod 1.5 hours away at the storage facility. They had us request access on the website without stating available dates which we did for a sunday. Upon renting a uhaul and driving to access the pod we found we could not access it because they did not pull it out. Calling the company they stated they do not allow access on Sundays although they allow them on the website. They finally agreed to set up delivery to our new address in ****** ** only to email us the next day stating they would not deliver the pod and we could once again access the pod in their facility in ***********. As of now We have had to pay for the initial delivery and pickup as well as rent of 299 monthly for **** and July because they refuse to deliver the pod and keep running us around without resolution as well as the price of a uhaul rental which we couldn't retrieve our belonging with.

  

  Business Response

  Date: 08/16/2023

  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 scheduling/service area concerns and work toward a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *********************** may have endured.   PODS Enterprises,LLC prides itself on its quality customer service and we regret that *********************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20468241
  
  I am rejecting this response because:

  The business did not address the actual concerns. They left a voicemail stating they were sorry they do not service the area we are moving. They didn't address why they would not return the pod to the initial drop off address so we could immediately unload the contents rather then be charged monthly because they wouldn't allow us access to the container. They did not address the attempts to access the pod without telling us they don't offer hours on the access date they confirmed.  They also did not address that an employee stated they scheduled delivery to the new address and then emailed us the next day declining delivery. We rented a uhaul on the date they scheduled access which was wasted money because we could not access the pod. So far weve had to pay everytime we have tried to gain access to our belongings only to have it be denied after paying for it. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/21/2023

  On August 21st, 2023, our PODS advocate attempted to reach *********************** to discuss the claim as the order was booked on line and after delivery of the container the destination zip code changed to one that PODS does not service.  We currently await ************************* response in the hopes that we may be able to reach an amicable resolution

• Initial Complaint

  Date:08/14/2023

  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.

  PODS scheduled my pick up for Friday August 11th. The pickup window was missed without a call or email. I was guaranteed it would be picked up end of day. I called multiple times throughout the day and they kept saying itll get picked upit never was. Their help center rescheduled the pickup for Saturday August 12th, and the same exact thing happened. Pickup window missed, no call or email, and after I made multiple calls to their help center it was rescheduled yet again for Tuesday August 15th. It is obstructing entrance and exit to my garage and is a fire hazard. I have no hope it will be picked up tomorrow and Im going insane sitting on hold multiple hours a day trying to get them to pick up their property!

  

  Business Response

  Date: 08/17/2023

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

• Initial Complaint

  Date:08/13/2023

  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 AM USING PODS TO MOVE AND STORE. I FOUND OUT THAT THE ARE OVER CHARGING ME FOR THE 8 FOOT CONTAINER. I ALSO HAVE A 16FT POD. THEY HAVE BEEN CHARGING ME FOR 2 16FT. THE 8 FOOT SHOULD BE HALF THE ***** OF THE 16 FOOT. I Want the difference REFUNDED TO ME AND THE ***** ADJUSTED. i have not been treated fairly.

  

  Business Response

  Date: 08/17/2023

  I am in receipt of your correspondence concerning PODS customer, *************************. On August 15, 2023, contact to discuss the issue was initiated with ****************** in order to address his billing concerns and work on a resolution. 
  

• Initial Complaint

  Date:08/12/2023

  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 scheduled my POD to be delivered on Friday August 10th of 2023. PODS tried to charge my card 48 hours before the delivery, and I did not have the funds at the time. Upon speaking with an employee from PODS, I was told that I could make the payment the same day of delivery. I took the employees word, and then on Thursday, the day before delivery, I can an email and call stating that they would have to cancel the delivery as they could not charge my card even though I was told that I could make the payment on Friday. I rescheduled the delivery for following Friday after I had funds in my account. I was then sent a month bill for the next full month even though I am only using 6 more days. I was told that on top of paying the monthly fee, which is not needed, and I will not owe, they are going to charge me the Drop off and delivery fee as well. Long story short, they are overcharging me for services not needed not taken and lied to me I believe as to get more money out of me. Not only is this unethical, but this can also constitute as Fraud. I was lucky enough to record the calls made as well as document what happened and will be turning what I have over to the State DA for further review.

  

  Business Response

  Date: 08/17/2023

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

• Initial Complaint

  Date:08/12/2023

  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.

  Customer # ********* - ********************** moved our container a day late (letting us know the night before), causing us to have to pay movers for an extra day of work to unload the *** at the new location. **************** rep apologized and assured us she was submitting a dispute and we would be refunded for the movers' fee ($500). Two days later, when the *** was scheduled to be picked up, we got a call saying it wouldn't happen for another two days. This was a problem because *** was parked on a city street and the permit expired after the scheduled pickup date. Also it took up residents' parking spots on the street. Again, we called and rep said she would file a dispute. When I heard back from Customer Advocacy, the request for reimbursement was denied, even after I submitted all of the requested info. First, the Customer ********************** said that the receipt had to be PDF instead of Word. So I fixed it. Then she misunderstood the amount paid on the invoice, so I clarified. Then she determined it wasn't a "valid" receipt because the mover hadn't updated his phone number and she wasn't able to find the website by "googling" (I subsequently sent her the ***** She also cited the fact that "confirmation" was spelled wrong. She then requested a bank statement showing the amount paid, so I provided the proof of the cashed check. The claim was still denied. In short, it is bad enough to receive poor/late service from PODS (twice!), but having our claim declined with the implication that our payment to the movers wasn't "valid" for any reason really adds insult to injury. I will not use PODS again and will advise friends/family to choose another company for their moving/storage needs.

  

  Business Response

  Date: 08/17/2023

  I am in receipt of your correspondence concerning PODS customer, ************************    While we appreciate ************************* feedback, the claim was thoroughly reviewed and the documentation that was received was not able to sustain the claim.   ************************* inquiry was escalated to our senior customer resolution team, they have thoroughly reviewed *************************; concern and the decision shared with *********************** previously still represents our final decision with respect to ************************* situation.  We hope *********************** will accept our decision as the matter will not be escalated further. 
  
  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: 20460658
  
  I am rejecting this response because I still do not have an answer as to why my claim was deemed invalid. There is no disputing the fact that our PODS container was both delivered a day later than promised and then picked up two days later than promised. When prompted to provide documentation of the expense we incurred, I did so in a timely manner. Throughout the experience, I was reassured by multiple PODS representatives that the late delivery and pickup of our container warranted compensation for the extra costs. At no time was I told, or was it even implied, that PODS would only reimburse expenses for certain movers or types of movers. That was not mentioned and simply is not relevant to the matter at hand. If PODS does not intend to reasonably follow through with its dispute process, then its representatives should not tell customers that such a system is in place.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/24/2023

  ************************* claim has been thoroughly reviewed.   We apologize that we would not be able to meet ************************* compensation request for movers as the documentation we received did not contain verifiable vendor information, reflected the date the container was delivered not the original delivery date and the copy of the check we received did not indicate payment to moving company, but to an individual along with the notation in the memo section that it was for personal.    *********************** was presented with an offer to credit the move fee which is still available if *********************** so chooses to accept. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20460658
  
  I am rejecting this response because: I would be open to the "credit the move fee" option mentioned in the response. Unsure what this entails.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/25/2023

  A thorough review of ************************* claim was conducted and the reasons why the claim was denied were outlined in our previous posting.  We appreciate *********************** being a PODS customer and as a gesture of goodwill have advised *********************** the amount of the credit that we will provide for the move fee to the new destination address.   PODS considers that the matter has been resolved completely based on the information that was obtained from the claim presented.

   

• Initial Complaint

  Date:08/11/2023

  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 furniture from ****************** to ******* *******. They moved it to ********** where there was a facility I called before it was even in ******* to change. The destination to Mobile was told I could not until the 10th I called back on the 10th I was told that it could be moved. To Mobile by the 14th I had several emails and several calls telling me to call and every time I call I got a different story. On the 10th I was told she couldnt even give me a price to get it from ********** to Mobile that I got an email and it was like $1900. It only cost me **** to move it all the way from ***** and then I got another call and another email telling me to call and schedule it and I thought I had already done that after the first five phone calls to these people, so finally I got a supervisor on the phone and he still said that he cannot get my furniture to Mobile from ********** which is only like seven hours away. Itll take six days travel time and theyre still charging me $1800. I need a formal complaint, filed the person I was talking to was not even in this country , so yes I want to file a formal complaint against pods moving and storage and I would like a refund or at least a partial refund. This is ridiculous. I was told at $370 dollars was going to be deducted for storage when its not even going to be at that facility Im signing a lease on that on a house on the 15th so once it gets to Mobile, they can immediately take it to the house and I can get it unloaded and returned and theyre still charging me $370 for a month storage .

  

  Business Response

  Date: 08/16/2023

  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 pricing 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:08/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/17/2023, I ordered a Large Container to be delivered to my home on 6/19/2023. The term was identified as one month. My assumption was that they would automatically pick it up at the end of the requested term of rental.As of 7/21/2023, they had not picked up the container. I called to inquire, learned that they only pick up after an additional request, and subsequently scheduled the available pick-up at their first available time, which was on Monday, July 24.PODS charged me for a 2nd FULL MONTH of rental.

  

  Business Response

  Date: 08/17/2023

  I am in receipt of your correspondence concerning PODS customer ************************  On August 15, 2023, contact to discuss the issue was initiated with ************* in order to address his billing concerns and work on a resolution. 
  

• Initial Complaint

  Date:08/11/2023

  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.

  In Dec of 2021, I hired PODS to store and deliver my household items in March of 2022. The PODS delivery driver caused damages to my lawn. I contacted PODS over the damaged caused. I was given a run around from PODS. I then was speaking with a representative named *********************. She wanted pictures and an estimate for the lawn repair. I sent her what was requested. She is no longer working for PODS. So my claim fall through the cracks. I contacted PODS and was given a new representative named **** She requested the pictures and estimate again. Which I have. *** has told me that she can't read the estimate. So I resent it with a clear picture of the price. She refuses to give me the estimate price that is listed from the company. I have called her and emailed her numerous, numerous times asking to speak to a supervisor. I get no response from her. All I want is what owed me, because of the damaged caused by PODS.

  

  Business Response

  Date: 08/21/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *******************************. On 8/21/2023, a PODS representative and Customer reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.   We are currently awaiting return of the documentation to enable the credit and *************, the refund will be completed, satisfactorily resolving the issue.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ********************** 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. 
  
  

• Initial Complaint

  Date:08/11/2023

  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.

  My family and I moved from ** to AZ using PODS. We were charged on 05/08/2023 for $4,255.08, on 05/12/2023 for $576.65, and 05/31/2023 for $300.67. Included in the contract we signed, we purchased $10,000 insurance for the *** and $10,000 for furniture. *********** sent us a moving pod. It arrived broken. We instantly (same day, hour) called and informed them of this. They informed us they couldn't have a new pod to us until a few weeks later. We informed them that wouldnt work. We put all our eggs in one basket and had a set schedule to move and have everything complete. Everyone knows moving isnt a one day plan. We had prepared from months before. They wanted to change our plans and have us spend more money for their negligence. They told us on record lines it would be okay and our furniture would be fine in the pod. They even had the delivery driver confirm with the same words. Long story short, our furniture wasnt okay. We have over $3500 worth of damage. We scheduled the Pod to arrive 3 days earlier than we received it. When it did arrive, it couldnt be opened. Meaning we had to wait another day and a half to have an associate visit us to open the Pod. Skipping ahead, *********** has been giving my family the run around. The person I initially spoke with was rude and didnt know anything about customer service. They dont want to uphold the contract for the broken Pod. They are telling my family to sign a release form from all responsibility in exchange for the money due for insurance. They believe they owe us only for my furniture. They have yet to render the services they claim to provide. My family are now out of $5190 and expensive furniture. I wish I would have stayed away from them in the first place. We need a refund as well as my furniture paid for and the insurance for broken pod as the contract says.

  

  Business Response

  Date: 08/21/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer,*******************************. Per our previous response on June 23rd, 2023 a complete review of *********************************** account was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODS Enterprises, LLCs position remains unchanged.  On May 9th a container swap was offered to ****************** and it was declined due to Ms.Whickers time constraints. ****************** was encouraged to file a third-party claim for her damaged contents which was done. 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, and an offer of goodwill was extended.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ****************** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and I regret that ****************** feels 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: 08/24/2023

   
  Complaint: 20454987
  
  I am rejecting this response because:
  Though efforts were made to send another POD to my location, PODS and I had a contract. PODS however, found it suitable to not follow the contract (rental agreement) provided to me by them. (Which states PODS are "inspected before sending to customers location.") PODS stated all items sent to customer was received in good condition. It wasn't. My family and I had an out of state move from GA to AZ in which there was most definitely time restraints. Most (if not all) moves are. I agreed to pay PODS on very specific dates based on when I was moving. These dates of payment constitute a contract for when PODS would pick up, drop off, and store POD. Those dates would not have been met had I accepted another POD days, much less weeks later. (Based on contract, container was to be delivered to initial location by 5/9. Not days or weeks later.) I was also contacted by one of the so called "executive" representatives from PODS and she informed me she would be in contact with me to discuss further actions for the broken POD. Not only was she very rude and lacked basic customer relation skills, but she has yet to reach out about broken POD sent to my location. I quote "I will reach out to my round table and we will come up with a solution for the broken POD. We will be back in contact with you shortly." This is documented over email and recorded line. PODS also refuses to follow protocol based on contract for POD only protection. PODS is attempting to slide this under the rug. The customer service received is nothing more than a sham. My family and I are a proud military family. We believe in accountability and taking responsibility for actions. PODS has been complacent, negligent, and indecent in terms of this situation.  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/01/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *******************************. On 9/1/2023, a PODS representative and reached out to Ms. ************* via email to extend a Customer Satisfaction credit as a resolution to their claim.   We are currently awaiting return of the documentation to enable the credit and *************, the refund will be completed, satisfactorily resolving the issue.