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

  4816 Pods Way Chesapeake, VA 23320

• 

  PODS

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODS Moving & Storage

  6718 W. Plank Rd. Peoria, IL 61604

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:08/03/2023

  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.

  I was overcharged by PODS by $680.45 and still have not received a credit. All my PODS bills since the storage rental of 2 containers started in Nov. 22, have been a total of $603.25, this is $254.15 + $349.10 ($254.15 + $94.95 Container Protection). Each month my credit card XXX***** has charged for these amounts; there was never an unpaid or past due amount due to the automatically billing and payment to my credit card. On June 28, 2023, I contacted PODS, to get a quote for moving both containers from the current storage facility in ********, ** to ************, **. I received an email June 28, 4:42 PM providing the quote for this move. In addition to the moving costs of $3,393.01, at the bottom of the quote is the increase in the monthly storage fees of $350 + $350 + $94.95 for the Contains Protection. It was explained to me that this increase in the monthly cost is due to a conversion because the storage containers will be moved and stored in an out of state storage facility. At no time has a request to move the storage containers from ******** to ************ been initiated. I was only inquiring about the costs. The containers remained in ******** and both containers were emptied at the ********, ** location: container 1545BX was emptied on July 22, and container 80323BX was emptied on July 28. PODS has provided the documented on my Order Confirmation dated 7/30/23, SELF FINAL PICK UP in ********. Although the containers did not move from ******** to ************, I was still charged the conversion fees of $350. This amount was charge to my credit card XXX***** on 7/31/23, but both containers were emptied by 7/29/29 in ********. Additionally, I was charged on my credit card XXX***** for $140.58 on 6/30/23, again this is a result of the conversion fees. The 7/5/23 PODS monthly bill, statement *******, shows the corrected charges paid by my credit card, totaling $603.25 ($349.10 + ******) and the over charge of $140.58. Additionally, my credit card was charged $94.95 for the Container Protection cost, both on 7/25/23 and 7/31/23. I provided PODS with my bank information to prove the amounts I was overcharged. These overcharges total $680.48. I have about 20 emails back and forth with ******************** in the PODS Customer Advocacy area that explains this entire situation. ******** provided a PODS statement dated 8/1/23. This shows all the overcharges and page 2 of the statement shows all the credits totaling $680.48 and that these credits applied to my credit card XXX*****. I have not received these credits on my credit card yet. When I spoke with 2 different PODS supervisors on 8/1 and 8/2/23 they have no record nor documentation for the overcharges nor the credits on the 8/1/23 statement ******** provided. As an example, they could not even bring up to review with me, the 7/5/23 PODS statement showing the overcharge of $140.58. When I contact the billing department as instructed by ****************** in many of her emails, they too have no documentation to confirm the overcharges nor credits for $680.48. Over the past month, I must have made 20 phone calls to PODS trying to get this resolved. At minimum, each time I called the wait time, just to speak with some was an hour and then another hour trying to review all the over charges. Last night I was on the phone minutes with a rep, waiting for an available supervisor to speak with. I was on the phone with her for 45 minutes before she said that I reached the wrong phone number and the supervisor cannot speak with me and requested I resend all my information to settlements@PODS for review, which I did. Additionally, each time I speak with someone, I get a different answer to my questions, mainly when am I going to get the $680.48 credit on my bank account. ********************** customer service personal need better training to provide accurate and timely information to customers. Their call centers need to increase their staffing so wait times are not consistently one hour or more. Their databases need to be designed so that when a customer is looking at a ********************** statement from their on line account, the customer service rep can review the same information with them to resolve issues. I am still waiting for the credits of $680.48 to be applied to my credit card

  

  Business Response

  Date: 08/08/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************************. All accounts and containers for PODS customers are billed on a month-to-month basis. The monthly billing of the container begins the day that we deliver to the customer and continues through to the day before the following month. *************** PODS brand containers were initially delivered to her on June 28, 2023 and were emptied on July 29, 2023. PODS Enterprises, LLC has refunded the credit card on file for the insurance coverage charged on August 7, 2023.Please allow up to 72 business hours for the refund to post.
  

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20416922
  
  I am rejecting this response because :First, it is very clear to me that billing department has very incompetent staff answering the phone,including supervisors.   I spoke to two supervisors over the last week and neither would/could bring up on their computer my July 5 bill where PODS overcharged my credit card $140.58 on 6/30/23. Both supervisors denied the fact that I was actually charged $140.58 on June 30, despite that fact that, I sent, at minimum 10 emails with the July 5 PODS bill and a copy of the credit card charge, to PODS ****************** and **************** Advocate, ******************** ********************** would not acknowledge this overcharge.So although PODS states they are refunding $94.95 for the insurance coverage, this is only a portion of the total overcharges to my credit card XX*****.  My June bill was paid in full via auto debit to my credit card. The total overcharges are $680.48. The individual charges are $94.95 on 7/25 and $94.95 on 7/31, $350 on 7/19 and $140.58 on 6/30 (see attachment).  PODS is crediting back one of the charges for $94.95, but an overcharge of $585.53 remains.   Of the many times I have gotten email responses or spoke with someone on the phone from PODS (after an hour wait), no one can explain to me what these overcharges are.  My monthly bill should only be for $603.25; this was all explained in my original BBB complaint, of which, again,PODS fails to address the reason for the overcharges.  Second, both my PODS containers were not delivered to her on June 28, 2023 as PODS mentions in their response.  This is again indicates PODS visible incompetency or their blatant lie in an attempt to surreptitiously retain overcharges to a customer. Again as noted in my original ******************** complaint: ************** remained in ******** and both containers were emptied at the ********, ** location: container 1545BX was emptied on July 22, and container 80323BX was emptied on July 29. PODS has provided the documented on my Order Confirmation dated 7/30/23, SELF-FINAL PICK UP in ******** (see attachment). I do not know what kind of BS information PODS is providing in their BBB response, but their response do not even align with their own documentation.  Based on PODS response above and the fact the PODS only issued a credit for  $94.95, tells me they did not  even bother to read nor research nor acknowledge my full BBB complaint. PODS simply agreed to give a credit for a portion of the overcharge, in an attempt to steal the remaining funds from a customer. I am STILL requesting a credit to my credit card XX***** for the remaining $585.53 in overcharges.    
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/14/2023

  I am in receipt of your correspondence concerning PODS customer, *****************************. As of August 8, 2023 we have resolved all  billing concerns and questions with ************** to her satisfaction.
  

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20416922
  
  I am rejecting this response because: I am not satisfied with any of the responses received from PODS regarding their remaining overcharges of $585.53.   I am still waiting for a credit for the PODS overcharges to my credit card XX-****.   I am frankly appalled that PODS last response (dated 8/14/23) actually states, As of August 8, 2023 we have resolved all billing concerns and questions with ************* to her satisfaction.  Where did they read or get any communication with this impressionto her satisfaction.  I am not satisfied nor is this matter resolved.   Again for the second time PODS did not even bother to read nor research nor acknowledge my full BBB complaint.  They are still stealing $585.53 in overcharges and have not attempted to resolve the matter.  Although they did give me credit for $94.95, that is only a small portion of the complete overcharge to my credit card.  I have provided sufficient proof of the overcharges in my last BBB response.  The overcharge to my credit card is $680.48. I have provided more than once, a complete description of the issue and have attempted to resolve directly with PODS and have gotten nowhere. Now PODS has the audacity to state to her satisfaction.  At this point, I m not sure what is worse, PODS complete lack of integrity, as they steal from customers or their lack of competence and simply cannot understand nor respond to a customer complaint.  However, I know one thing for sure, PODS steals from customers and lies about it. Moreover, they lie not only to the customer, but apparently in their ******************** responses too, all in an effort to make their side look right, while stealing the customers money.   In this BBB complaint alone, PODS has now lied twice both times are documented and proven. It should be noted that there is currently a ******** page against PODS, for deceptive invoicing, issues with contents held at PODS locations, (i.e.damaged customer goods) customer services reps lying to customers and various other unscrupulous practices. Some of these complaints from customers are the same as mine, where PODS is overcharging for no reason and refuses acknowledge the total overcharge and give a full refund.  Many are purposing a class action lawsuit.  In addition to this BBB complaint, I have filed a formal complaint (see attached) with the Pinellas County *******, ****** *****************  I am STILL requesting a credit to my credit card XX-**** for the remaining $585.53 in overcharges.    
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/17/2023

  I am in receipt of your correspondence concerning PODS Enterprises, INC. customer, *****************************. On June 28, 2023, ************** contacted PODS to request to convert her order from a local order to Inter-Franchise (or long-distance) order. At this time, ************** was made aware that the monthly rental fee would increase from $254.15 to $350.00. On June 30, 2023, ************** accepted the Rental agreement with the conversion of her order and changes.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20416922
  
  I am rejecting this response because:  Does PODS think this is a joke?  Once again, PODS is straight out lying or frankly incompetent to run a business, or at minimum a run business with any sense of integrity.  Every communication whether directly with PODS or via the BBB, I have stated the full complaint in explicit detail, INCLUDING THE **** THAT A LONG DISTANCE MOVE NEVER TOOK PLACE.  In PODS most recent response On June 28, 2023, ************** contacted PODS to request to convert her order from a local order to Inter-Franchise (or long-distance) order. At this time, ************* was made aware that the monthly rental fee would increase from $254.15 to $350.00. On June 30, 2023, ************** accepted the Rental agreement with the conversion of her order and changes.  As explained in my original BBB complaint and emails to PODS directly, the long distance move never took place.  I was only inquiring about the cost to make the move and to get a quote for this.  A COPY OF THE ***** (see attached) AS PROOF THAT I WAS ONLY OBTAINING A ***** AND NO LONG DISTANCE MOVE WAS BEING INTITATED.    BOTH OF MY PODS STAYED IN ******** THE ENTIRE TIME. THERE WAS NO MOVE SO WHY AM I BEING CHARGED FOR A LONG DISTANCE MOVE COST?  THE LOCATION STAYED THE SAME (******** ********) SO SHOULD HAVE THE MONTHLY COSTS.  Why cant PODS understand this when it was not only confirmed in emails received from ****************** at PODS,  but also my Order Confirmation dated 7/30/23.  The Order Confirmation (see attached) states both contents were emptied AT THE ********, ** LOCATION as SELF FINAL PICK UP on 7/22/23 and 7/29/23. PODS increased the monthly cost for something I never received i.e. a long distance move. Additionally, their ridiculous explanation is only applicable to the overcharge of $350 on 7/31/23.  They have failed to address the additional $140.58 charged on 6/30/23 and $94.95 charged on 7/25/23. The bottom line is PODS overcharged my credit card by $680.48 for a service I never received.  This is proven on their own documentation.  Instead of doing the right thing and issuing a full credit for the entire overcharged amount, they continue to try and defend their position with a bunch of falsehoods in attempt to steal from the customer. Of the $680.48 in total overcharges, PODS only credited my credit card for $94.95.   I am still waiting for the remaining credit of $585.53.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/23/2023

  I am in receipt of your correspondence concerning PODS Enterprises, INC. customer, *****************************, on June 28, 2023, ************** contacted PODS to convert her order from a local to Inter Franchise order, when this occurred the customer was made aware that the monthly rental fee would increase to $350.00. On June 30, 2023, ************** accepted the Rental agreement with the conversion of her order and changes. 

• Initial Complaint

  Date:08/02/2023

  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.

  7/31/23,I went to the Pods website to set up the delivery of my existing pod to my new address in ************, **.The website stated that my address was "outside of their ************ prompted me to call.I spoke to a representative explaining my situation & gave her the new address to which she began to explain that our container would need to be shipped to another location in ******* that they said is closer to our new home.This was strange because I don't need my belongings delivered until 8/14/23 & I have used Pods in the past from ******* to ************ & have never had this issue before. While the rep was assisting me the call dropped a few times.I waited for about 15 ************ wasn't a return call, so I called back & spoke with ******* & explained that I just need to update my delivery address. He completed the request quickly & quoted me about $310. Which seemed normal enough, so I asked him for an email confirmation.He replied that I would see that in about **** mins. After not seeing the email, I checked the website where it appeared to have an invoice with the amount & the correct dates on it. 8/1/23 at 8:32am, I get a call from the Pods **************** stating that I have an outstanding balance due of over $400. I asked to speak with a supervisor & was told that I needed to call ************** They attempted to charge my card several times but were unsuccessful. I asked to see an invoice, but no one can produce it & each time I spoke with a representative about it, the amount due changes. When I got back home to check my acct & look over the invoices, my acct is now locked & I have no way of seeing my invoices. I called the number again to unlock my account. I spoke with ***, who told me my acct was locked because there is an amount due of $47.32. My card was already charged for the mthly storage amount of $360.39 on July 26th but I have no record of what this $47.32 is for or the *** of $400+. When I asked for more information, I was transferred to the collections **** & spoke with ****. **** began explaining that she can unlock my account when I pay the balance. I asked her what it was for & why I needed to move my belongings from one facility to another, the call dropped & I never received a call back.

  

  Business Response

  Date: 08/04/2023

  I am in receipt of your correspondence concerning PODS customer, **********************   On August 4th, 2023, our PODS advocate spoke with ********************* to address pricing concerns for the move in order to work toward 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 ************************ 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:08/02/2023

  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 purchased 2 containers from PODS on 7/5/2023. The pods were to be delivered to our PA address as we had moved from **. The date of delivery was to be 8/1/2023 per the contract. Only one container was delivered and the company cannot tell us when the other container will be delivered as it contains all furniture. My kids nor my wife and I have beds to sleep in. The company used classic bait and switch deceptive tactics to scam us of more than $3,000. **************** cannot even advise us of a date or time of delivery at this point.

  

  Business Response

  Date: 08/08/2023

  I am in receipt of your correspondence concerning PODS customers, *********** and *****************************. Communication with Mr. and ********************* has been established on August 4, 2023,  and an investigation into the delay of their container is underway.
  

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20412501
  
  I am rejecting this response because:
   
  I appreciate your prompt attention to my recent complaint against PODS Moving and Storage. However, I must express my disappointment with their response and resolution to the issues I outlined in my initial complaint.

  While PODS did provide a response, I find their actions insufficient and believe that they should have addressed the matter more promptly. The delays and lack of timely communication during my moving process have caused significant inconvenience and stress, which is not reflective of the level of service I expected when hiring a professional moving company.
  
  Moreover, I believe it is fair to request compensation for the negative experience I encountered with PODS. The issues I faced, including being hung up on multiple times while on the call with a service rep, were far from the quality of service that I anticipated and paid for. I believe that PODS should take responsibility for their shortcomings and take appropriate steps to rectify the situation.
  

  In light of the above, I respectfully reject PODS Moving and Storage's response to my complaint. I kindly request that the Better Business Bureau continue to advocate for a more satisfactory resolution, including a quicker and more comprehensive response from PODS as well as a fair compensation for the inconvenience and stress caused.
  
  I remain hopeful that this matter can be resolved to my satisfaction through your intervention. Thank you for your ongoing assistance.
  

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

  

  Business Response

  Date: 08/14/2023

  I am in receipt of your correspondence concerning PODS customers, *********** and *****************************. All accounts and containers for PODS customers are billed on a scheduling basis. As Ms. ********* container was delayed we have refunded ******************** for the out-of-pocket expenses she has incurred. Please allow up to 72 business hours for the refund to post.

• Initial Complaint

  Date:08/02/2023

  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 a pod (133022BX) that was supposed to be picked up on 7/31.On 7/31, after they missed the time window given, we called pods, and after a long wait, we were told the driver was sick and they rescheduled it for the next day, 8/1. Not ideal because we are starting a road trip and, more importantly, or lease ends 7/31. If the pod isn't picked up from the driveway by the end of that day, we are technically trespassing and assessed penalties for overstaying our lease.On 8/1, we checked the website around lunch time, it shows on the website that it's been delivered. However, our neighbor told us and took a picture showing is still sitting in the driveway. Another call, and long hold to get an agent, while sitting outside ***************************, we finally got a hold of someone. After explaining the situation, the agent told me that it will be picked up and delivered by 6pm that day.On 8/2, morning, our neighbor told us it still hasn't been picked up and sent a picture showing it still sitting in the driveway. I'm trying to reach an agent on the phone but the wait time is over an hour, while I'm sitting in my hotel outside of Yellowstone. Hopefully my vacation isn't ruined.Furthermore, each day the pod is in that driveway beyond 7/31, it's violating our lease. The per day cost of our rent is $92.33. As of today, 8/2, it's been 2 days.

  

  Business Response

  Date: 08/04/2023

  I am in receipt of your correspondence concerning PODS customer, *************.     On August 4th, 2023,our PODS advocate spoke with ************* to address scheduling concerns and work toward a resolution.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that **** Li 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:08/02/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PODS order number ******* I ordered 2 PODS on July 3rd for delivery on July 7, 2023 I paid $1000.89 on July 6th for the delivery TWO units were delivered on July 7th.We scheduled the PODS to be picked up on July 15th to be delivered to ******* on July 28th. BOTH PODS On July 13th, I paid $4,910.36 for the first *** automatically without issue. Due to a daily cap from the bank, the second *** payment did not go through. I received a cancellation notice at that time for the one *** and CALLED IMMEDIATELY AND MADE PAYMENT of $4,419.32.I WAS SPECIFICALLY TOLD THAT THE *** WOULD BE PICKED UP AND DELIVERED TO ******* ON JULY 28TH WITH THE OTHER. I explained that this could not be cancelled and I was assured by the PODS representative that it would be shipped at the same time as the other already scheduled delivery.BOTH PODS were picked up from the Colorado house on July 15th as scheduled.HOWEVER, PODS ONLY DELIVERED ONE *** TO ******* ON JULY 28th AS PREVIOUSLY SCHEDULED. If BOTH PODS were picked up, BOTH PODS should have been delivered. Only one *** had a brief payment issue and was the only *** that was at issue during the call with "customer service" on July 13th. The other *** was already paid for and already scheduled to be shipped as previously scheduled. The cancellation was never lifted as was assured by the PODS representative so the *** sat in Colorado while the other was shipped to *******.I demand a refund for our unbelievable inconvenience caused by PODS I STILL DO NOT HAVE THE OTHER ***!!! This is OUTRAGEOUS!

  

  Business Response

  Date: 08/08/2023

  I am in receipt of your correspondence concerning PODS customer ******************************  On August 2, 2023, contact to discuss the issue was initiated with ******************** in order to address the delay of her containers arrival concerns and work on a resolution.  

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20411183
  
  I am rejecting this response because:
  Nothing has been settled and PODS, just this morning, wrongly charged me an additional $440.17 for a POD unit in storage that we do not have!!  There is NO POD in storage.  So now not only did they wrongly cancel my original shipment even though they charged me for it, they are charging me for a POD in storage that does not exist.  ************ and their practices are unacceptable!!  

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

  

  Business Response

  Date: 08/10/2023

  I am in receipt of your correspondence concerning PODS customer, *****************************. On August 10, 2023 contact to discuss ********************* concerns and the completion of her dispute, at this time we are waiting for a response from *********************  

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20411183
  
  I am rejecting this response because:  to date, we have not resolved the issue.  I responded on August 10th, 11th, and today and have not received a response back from PODS.  That said,  I do believe that she will respond to me.  Please keep the complaint open until a reasonable agreement has been reached.

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

  

  Business Response

  Date: 08/23/2023

  I am in receipt of your correspondence concerning PODS customer, *****************************. ******************** expresses that she is not satisfied with the offer presented due to the delay in the delivery of the container. ******************** has advised that she is seeking $2209.66 in total. As a customer satisfaction, Ms. *************;has been offered $1000.00 for the delay. To date, the offer has been declined. 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.  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. 
  

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20411183
  
  I am rejecting this response because:  I sent an email on August 22nd, trying to clarify the offer and the release and am waiting for a response.  I said once I receive the response, I intended to sign off on the offer.  I am still waiting for a response.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/29/2023

  I am in receipt of your correspondence concerning PODS customer, *****************************. ******************* expressed that she is not satisfied with the response to her questions. On August 29, 2023, we have responded to ******************** answering her question in regard to the release form. We are awaiting at this time for the signed release form.

  Customer Answer

  Date: 09/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The issue has been resolved with PODS.  I appreciate their responsiveness and willingness to listen to and properly investigate my complaint.  I am happy with the resolution. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/02/2023

  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.

  Understanding that we needed to call in four business days prior for our pod to be delivered was never an issue. What became an issue is being told that the ************* facility is too full to place our pod coming up from Long Island. At this point it will be close to two weeks that we havent had our furniture etc. weve had to sleep on blowup mattresses and sit on folding chairs, that we had to purchase because of the delay. Its been especially hard for my elderly mother to who is with me. I hope to at least get some of our money back. Hope to hear from you soon.

  

  Business Response

  Date: 08/04/2023

  I am in receipt of your correspondence concerning PODS customer, ***********************.  On August 3rd, 2023,contact to discuss the issue was initiated with *********************** in order to address scheduling concerns and work toward a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that *********************** 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:08/01/2023

  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.

  I have a PODS storage in their warehouse ********,** and I found out that they moved my storage to *******, ** WITHOUT my permission. I asked them to return it to ********, ** warehouse where it supposed to be. And they did return it to the warehouse after few days. But I found out that they charged me with transportation fee and other charges and charged me again for the monthly fee. When in fact I already paid for that month. During the conversation with the representative when they did return my storage, they told me that I won't be charged at all because it is there fault. Now after more than two months and they still haven't returned my money. My bank has been charging me overdraft fee because of this unexpected fee. They are putting me in circle every time I call. They would always tell me that they would escalate the complaint but still nothing happened. And on top of it they increased my monthly fee from $380. to $410.

  

  Business Response

  Date: 08/08/2023

  I am in receipt of your correspondence concerning PODS customer, *****************************. All accounts and containers for PODS customers are billed in order of a scheduling basis. Due to unforeseen circumstances, Ms. ******** container was transported in error,this has been rectified.  As of August 7, 2023,  we have resolved all concerns with ****************** and refunded the credit card on file for the two-day delay. Please allow up to 72 business hours for the refund to post. 

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20407595
  
  I am rejecting this response because:
  
  I appreciate the return of the money but my monthly fee that went up is not resolved. I really need this issue resolved because it is causing me so much financial burden. I responded to your email but I never got any response. Attached is the proof that you increase my fee. 

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

  

  Business Response

  Date: 08/16/2023

  I am in receipt of your correspondence concerning PODS customer, *****************************. All accounts and containers for PODS customers are billed in order of a scheduling basis. Due to unforeseen circumstances, Ms. ******** container was transported in error,this has been rectified and the monthly rental fee returned to the previous amount.  As of August 7, 2023,  and August 14, 2023, we have resolved all concerns with ****************** and refunded the credit card on file for the two-day delay. Please allow up to 72 business hours for the refund to post.

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Large container #*****BX Order Date- Feb 02, 2023 Order Number ******* After numerous calls to pods, our pod still hasnt moved anywhere in 2 weeks. It was originally scheduled 2/2/2023 to be picked up in ********** July 15th and delivered to the Pods storage facility at ***************************************************************** ** by July 31st, where it would be stored and you can access it. Our *** got picked up and disappeared! Where is the *** and why is there still no movement after multiple phone calls?! Our life is in that pod. All of our work clothes, school clothes for the kids, food, medications, diapers, baby items, toys for the kids, beds, computers, kitchenware,EVERYTHING. We have to keep going back and forth to the store buying everything new because everything we own is in the ***. It was supposed to be here by today! **************** keeps saying its going to be expedited, but it never moves! At this point Im considering it missing. PLEASE HELP! Only received this 1 case# after multiple calls- case#******** Also, we never received a call or email with a time frame like promised, the day before or day of pick up. PODS showed up at 7:45am and everything was a crazy rush! PODS also said they didnt have the lock I paid for! I had to run to the store to buy! This has been a nightmare for my family and I. I need this resolved immediately.

  

  Business Response

  Date: 08/08/2023

  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 contact information while the review proceeds.  We will continue to work with ******************************* until the review is complete and will provide details and appropriate resolution accordingly.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20404227
  
  I am rejecting this response because: we are still working with POD on a resolution to the many delays and problems this service has caused. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/17/2023

  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 assignment and provide contact information while the review proceeds.  We will continue to work with ******************************* until the review is complete and will provide details and appropriate resolution accordingly. 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20404227
  
  I am rejecting this response because:
  We still have not received the POD. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/18/2023

  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 assignment and provide contact information while the review proceeds.  We will continue to work with ******************************* until the review is complete and will provide details and appropriate resolution accordingly.
  

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a Pod delivery to my apartment on July 25th. When the Pod never showed up, I called customer service. The first representative told me the Pod delivery was running late, I requested to speak with a manager, and while I was on hold I received an email that my Pod was not actually at the ******* Pods Warehouse yet. The supervisor, ******, informed me that I could be reimbursed for my cancelling my movers and the warehouse manager, *****, would do everything in his power to deliver my Pod. I called Pods the next day to receive an update on the missing Pod and was told by a new supervisor, *********, that the new delivery date would be Friday and that the warehouse manager would not reschedule for earlier because they supposedly came to my apartment on July 25th two separate times and called me. I never received any missed calls or voicemails and was home during the entire day. I have phone records to corroborate this. I then receive an email from their customer advocacy office informing me I would not be reimbursed $235 for the mover cancellation fee because they received the records and supposedly attempted to deliver the pod. I decide to wait until Friday, but call on Thursday to confirm my address and phone number. I make two separate calls on Friday, July 28th to confirm that the Pod is indeed on the way. On my third call, when the drop off window has expired, I speak with a supervisor, *****, and he informs me that the warehouse manager ***** cannot locate the paperwork for my Pod drop off. This is very similar to the story I received on Tuesday. I still don't have my Pod and I have no guarantee I will be reimbursed for the second movers I booked. As of Monday, July 31st, I still don't have my Pod and no guarantee of it being delivered.

  

  Business Response

  Date: 08/03/2023

  I am in receipt of your correspondence concerning PODS customer, **********************************     On August 3rd, 2023,our PODS advocate spoke with ********************************* to discuss concerns regarding the delivery of the container to the destination address in order to 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:07/31/2023

  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.

  I contracted with PODS on 6/13/23, Customer# ********* Order# *******, to have a pod dropped off in ********** **** on 6/23/23 and then delivered to ********** ** on 7/11/23. The 7/11/23 delivery was missed and then I received notice that the delivery date was changed to 7/18/23. I was never contacted to make sure the changed delivery date was acceptable. I went on line to try to chat with a rep and also tried to call - the wait time is ridiculous (more than an hour!) and online chat is almost impossible given the lack of agents. I was told there was nothing the agent could do because it is their busy season and they didn't have enough drivers. THIS IS NOT YOUR CUSTOMERS' PROBLEM! Hire more drivers and customer service agents to cover the extra work - it's called management 101. Pods refused to deliver before 7/18/23 and I received an email (one of several) stating "As you requested, your order has been updated." This is a lie, I did not once, ever change my requested delivery date/time! 7/18/23 came and went without the promised delivery. Calls and chats ensued with absolutely NO resolution to getting my Pod delivered. It was even suggested that I go to the storage facility to unload my pod and haul my stuff myself - an absolutely ridiculous thought that your customers would pay you thousands of dollars and then you recommend to your customer to finish the job because you are incapable. The delivery date was changed from 7/18 to 7/21 without notice and acceptance by me. Due to the income-critical nature of my items, I was forced to take a day off work, as did my 2 helpers, and drive 45 minutes to the facility to get my critical items. Filed a case, ********, for refund and never heard back. 7/21 came and went - no delivery and no notice. Pods rescheduled to 7/29, no deliver no notice. Pods rescheduled to 7/30, no deliver no notice. Pods rescheduled to today 7/31. Much more to story but not enough space provided. Demanding FULL REFUND for obvious reasons!

  

  Business Response

  Date: 08/03/2023

  I am in receipt of your correspondence concerning PODS customer, *********************.    On August 2nd, 2023,our PODS advocate spoke with ********************* to address scheduling concerns and work toward a resolution.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that ************************* have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ********************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20402225
  
  I am rejecting this response because:

  Not sure why this reply was given?  Is it simply a notification that Pods acknowledges the complaint and is looking into it?  I did talk with a Pods representative on 8/2 but neither that call, nor this response is a resolution and thus I am rejecting it.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/04/2023

  On August 4th, 2023, our PODS advocate advised ********************* that the review had been completed and we were currently working on a resolution to present in regard to the claim.    We appreciate ***************** patience as we go through this process. 

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20402225
  
  I am rejecting this response because:

  I appreciate Pods working to resolve my complaint.  I am only rejecting their response because it isn't a resolution to the complaint.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/10/2023

  Our PODS advocate has presented a resolution offer to ********************* in regard to the claim.   We currently await ***************** response in the hope that this matter may be resolved amicably. 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20402225
  
  I am rejecting this response because:

  The offer of $800 is entirely insufficient.  I've been charged $3,714.93 to date, of which, $353.95 is for an extra month of storage fees that is entirely due to PODS delays.  This leaves $446.05 as the true resolution offer from PODS.  The $446.05 doesn't even cover the costs incurred (day off of work for three people, travel time, fuel and wear and tear on three vehicles and a trailer) going to the PODS facility in **********, **, to collect the income-sensitive items.
  
  
  I look forward to a reasonable resolution offer.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/15/2023

  Our PODS advocate presented a revised resolution offer to ********************* which was accepted.  We currently await the return of the document from ********************* that will enable the credit refund to be processed.