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 of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS Moving & Storage

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

  
• 

  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  
• 

  PODS Moving & Storage

  18450 Showalter Rd Hagerstown, MD 21742

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:07/31/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am very concerned at this point, when booked with your company they assured us deliver of the two PODs would be 7/24/2023 and that did take place but the bigger issue is when the driver came on 7/29/2023 he pickup one and left the other, after countless calls to your customer service team I gave up, the rep on the phone couldnt answer any of my questions, please note I took it upon myself to schedule a pickup for 7/30/2023 and after driving back out to our residence the *** is still there could someone please confirm for me that your PODs are weather proof? Because if not our furniture and personal items are ruined.Could someone please update and help us rectify this problem this has cost us time and money along with unnecessary delays and stressed not knowing what would happen next.Our landlord is pursuing legal actions against us because the *** wasn't pickup as scheduled on 7/29/2023. New Tenants can't move in their personal belongings and after spending three days on the phone with PODs customer service everyone brushed me off, hung up and transfer me around to different departments.

  

  Business Response

  Date: 08/04/2023

  I am in receipt of your correspondence concerning PODS customer, *********************. As of July 30, 2023 we have resolved all concerns with Mr. ****** to his satisfaction.
  

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dispute is with PODS Moving and Storage (customer number ********* and ********************** dispute case # ********). A POD was delivered to myhome in **** on 4/18/23. It wasloaded withmy belongingsandmoved into storage in UT on 4/20/23. It remainedthereuntil I spoke to PODS associate ******* on 6/26/2023 to schedule delivery of my POD to303 *******************************************************************************. My credit card was charged $9138.48 on 6/26/23 to transport my POD.I spoke to PODS associate *********** on 7/3/23, who informed me that my POD was en route to **************. I told himan error had occurred, as the delivery address I provided was in CA. He acknowledged the mistake, told me he would file a dispute, and call me back. He did not call back, so I called and spoke to PODS associate Ever on 7/4/23. Ever acknowledged the mistake and filed a dispute.On 7/7/23, I received an email from ********************* requesting a written response regarding my dispute. I emailed ************** on 7/7/23, referencing the phone calls mentioned above and requesting reimbursement of the $9138.48 charge to transport my POD from UT to **. After leaving two voicemail messages for ************** and receiving no response, I spoke to PODS associate ****** and PODS supervisor ****** on 7/14/23 to request a resolution of my dispute. I was told that all my phone calls were recorded.On 7/17/23, I received an email from ************** informing me that my case was being closed.***** not acknowledge reviewing my phone conversation on 6/26/23 when I provided a delivery address in CA, nor did he acknowledge reviewing my phone conversations on 7/3/23, 7/4/23, and 7/14/23 with PODS associates, all of whom acknowledged the error.On July 19, I was charged an additional $316.25, and on July 22, I was charged an additional $2286.39. I have yet to receive the delivery of my belongings. I am requesting a refund of the $9128.48 charge to transport my POD from UT to ** and the additional charges of $316.25 and $2286.39.

  

  Business Response

  Date: 07/29/2023

  I am in receipt of your correspondence concerning PODS customer, ********************************     On July 29th, 2023, our PODS advocate spoke with ******************************* to address scheduling concerns.   We look forward to working with ******************************* in order to reach a satisfactory resolution.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that ******************************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ******************************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I look forward to further communication from the business to resolve my complaint and extend the requested refund. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/27/2023

  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.

  my pods were delayed two weeks due to your system issue where my family had to stay in an empty house on blow up beds. When pods were scheduled to come on thursday with an estimated time it all of a sudden changed after the window time frame and was rescheduled for saturday. when we called we were told that it never said thursday delivery but i had pictures showing it. we had movers coming on friday which we had to cancel and i had to pay a penalty fee for cancelling. i then had to unload to furniture pods with my son because we couldnt get movers anymore. I explained the issue and was first offered $225 from pods and thought that was extremely low based on the $12k-$15k we spent on these pods. i then go in more detail and the amount was reduced to $150.

  

  Business Response

  Date: 08/01/2023

  I am in receipt of your correspondence concerning PODS customer, *************************. As of July 28, 2023, and July 31, 2023 we have resolved all concerns with ****************** to  his satisfaction. 

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20387218
  
  I am rejecting this response because I never accepted their resolution.  they initially offered $225 and said they would need more info to compensate me further.  I then went on to explain all my issues and they can easily see the different tickets i had opened over the previous month trying to get my pods moved to Georgia.  After explaining everything to them they lowered it to $150.   Yes they did go back to $225 but there was no acceptance or resolution to that amount.  They made a statement that they will give me the additional $75 and go back to their first compensation.   I have spent $12k-$15k and have had nothing but problems getting them moved, sleeping on air mattresses for two weeks cause they couldnt get my pods to Georgia due to a system issue on their part, then they changed the delivery date and i had to unload them myself because my movers coudn't work with the new date/time.   All they did was calculate 3 days at $75 a day for the delivery change.  they have not addressed the two weeks it took for them to fix their system glitch, the cancellation of my movers forcing me to unload the pods myself because i couldnt get onyone there in time to empty them before they picked them back up.   Not sure how going back to their initial poor compensation for one small aspect of the issue makes it resolved on their part.  
  
  Sincerely,
  
  *************************

  

  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. The scheduling for ****************** was delayed two days due to unforeseen circumstances. As of July 28, 2023, and July 31, 2023 we have resolved all concerns with ****************** and refund 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: 08/08/2023

   
  Complaint: 20387218
  
  I am rejecting this response because:they still are not addressing the bigger issue.   All they are responding to is a two day delay.   That is not the entire delay.   It was delayed two weeks in getting delivered to Georgia due to pods not able to put in the address and move pods.   They opened multiple internal tickets to get their tech support to fix this request.   So if they are calculating days they should be adding 14 days to the overall delay.    They are also not addressing the cancellation charge from the moving company of $300 which then forced me to unload the pods without movers.    Unsure why pods keeps responding with the exact same response.  Are they reading the issue???
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/23/2023

  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. The scheduling for ****************** was delayed two days due to unforeseen circumstances. As of July 28, 2023, and July 31, 2023 we have resolved all concerns with ****************** and refund the credit card on file for the two-day delay. ****************** has declined the refund offer stating has out of pocket expenses, reached out to ****************** on August, 21, 2023 for response and at this time have not heard back from ******************.

• Initial Complaint

  Date:07/27/2023

  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.

  PODS moving and storage promised a delivery window of between ****pm. I hired movers to be at the house starting at 2pm and the PODS driver never showed. I called PODS but no service reps available. I went on their website and no one available. I finally reached through text and they told me the actual window is 7am-7pm and the driver could show anytime. This is directly contrary to what I was told while buying from the representative and when I spoke to the driver a few weeks beforehand and he insisted he would be within that window. This has cost me over $500 in mover costs and then has forced me to scramble to find another way to move my things in less than 24hrs. I am a member of the military and thought I could trust PODS but they have been nothing but unhelpful. I want my bill adjusted for the $500 in movers

  

  Business Response

  Date: 07/28/2023

  
  I am in receipt of your correspondence concerning PODS customers, **** and *********************. As of July 27, 2023, we have resolved all concerns with Mr.and *************** to their satisfaction.
  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20385707
  
  I am rejecting this response because when I booked my PODS I did so using their city service. The ************** has strict rules regarding pods and parking. I was assured that my pod would be delivered on the specific day and time frame. I was also assured i could have the drivers wait with the pod while we loaded it - avoiding parking it on the street for prolonged periods of time and thus could just obtain the $150 ************** permit for the day that expires at 5pm as a standard.In fact, I hired movers for the entire time window knowing the pod could show up at anytime in that 3 hour stretch but was willing to spend $500 to cover the whole time so I didnt miss my delivery window. 
  

  pods is impossible to get ahold of when you need customer service but answer the booking line immediately. Our drivers never answered their phones and It took literal hours to reach a pods rep who said they would contact the drivers but never followed up with us. We were also given snarky responses that the delivery window is a courtesy and delivery could be anywhere from 7am to 7pm. How could anyone schedule a move in the city like this? Its essentially a lie to say youll be there in the time frame. I thought since pods had a city service they understood this. So my 1-3pm delivery window came and went as did my $500 movers. Eventually we got a call at 630pm from the driver saying they are now over their DOT time limits and would be dropping the pod off the following day. I told them no since we had to be out of our house THAT day and wouldnt be home and no longer could use them. I had to then scramble to obtain a 20 ft uhaul at $2,600, find movers again for $500 to move things into the uhaul, stay up literallly all night packing It further and am now driving It down to ******* where Ill have to buy storage and pay movers AGAIN to unload It. Pods has made my moving experience miserable, they have terrible customer service - literally the worst Ive ever dealt with, and cost me literally thousands of dollars.

   

   

  I want reimbursement for my U-Haul and the movers that they wasted. 

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

  

  Business Response

  Date: 08/01/2023

  I am in receipt of your correspondence concerning PODS customers, **** and *********************. As of July 27, 2023, we have resolved all concerns with Mr. and *************** to their satisfaction. 

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20385707
  
  I am rejecting this response because:
  
  

  See previous rejection reason. We are not satisfied and they didnt resolve anything.

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

  

  Business Response

  Date: 08/11/2023

  ************** was advised that the delivery window for the container was an estimated time frame when he booked his order on June 12, 2023, and again on the scheduled date of delivery, June 27, 2023. ************* had concerns with the *** and decided to not wait for the container to be delivered, canceling our services at that time. Though a cancelation fee is usually assessed for same day cancelations, this fee was not assessed for ****************** order. As we have found no error on PODS part regarding communication of the process or *** we therefore believe we are not responsible for the fees paid to the 3^rd party provider. Thank you. 

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service 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.

  In June I ordered a 16ft container from Pods. This went off without a problem except I needed another pod just 1 size smaller. I called and spoke to an agent and asked for 1 size smaller which on the website says would be a 12 ft container. The agent did not tell me it would be a 8ft container as that is the only other size they use for moves greater than 50 miles. **** I bring my family to our new home the 8ft container gets delivered(and I get charged) I come back up in 2 weeks to find this small container on my driveway(This is where all the issues begin)I call that Saturday July 15th and speak to an agent who tells me sorry it was our mistake we will charge you for a 12ft container and deliver a 16ft container as we have no 12ft's left. She gives me 2 case numbers and tells me the 16ft container will be delivered Monday July 17th and the 8ft will be picked up. I also get told I will have one of their customer Advocacy reach out to me to resolve and review the issue. I schedule my movers to come Monday to move everything into the **** No delivery Monday. I call agent says sorry the agent never scheduled it. I get told they put in the request and it will definitely be delivered Tuesday. Then I get an email from ********************* their Customer Advocacy - Customer Resolution Specialist who says he will review what phone calls and let me know what he can do about the billing and adjustments. Nothing is delivered Tuesday. My movers come back and tell me that's 2 no shows and I have to pay them which I do. I call again the agent tells me that the other agent put in a request but it was denied and it was not scheduled correctly and she will do it. She gets it scheduled for Thursday. I call ************ and get a voice mail he will call me back in 48 hours. Thursday pod picks up the 8ft container and brings back the 16ft container and this driver rips up all my landlords grass dropping this off. I send ************ these photos of my grass. I also get charge on my card for the 16ft container.(this should not be since the 1st agent told me I would be charged for a 12ft) container is loaded and picked up. I get an email not even a phone call from ************ that my dispute is denied and gives no reason to why. I would like for them to at minimum stick to their 1st resolution and also not charge me for time on the 8ft container when I did not use it. I also was told today by billed that they would charge me the adjusted price from the 8ft to the 16ft container plus transit this morning and I see that was yet again charged for the full price on the 16ft container and transit!

  

  Business Response

  Date: 07/29/2023

  I am in receipt of your correspondence concerning PODS customer, ****************************    On July 29th, 2023, our PODS advocate spoke with *************************** to discuss pricing concerns & a claim of property damage.   We look forward to working with *************************** to reach a satisfactory resolution.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that ************************************ 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: 08/02/2023

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

• Initial Complaint

  Date:07/27/2023

  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.

  We have encountered some of the worst customer service ever from this company. They have delivered defective product, promised they would not charge for replacement, and then charged exorbitant rates for the replacement, even though I used a coupon for the original order. PODs claims that we accepted and used container 32943BX; we did not accept and use it. The driver explained that it was difficult to use. He left. (Does difficult to use not indicate defective?) I tried to use it after he had gone; I could not open it. I did not use it. On the phone on 5.18.23 with *****, my son ****** specifically told them that we did not agree to any new charges for the replacement of the damaged container. ***** agreed to replace the container at no cost due to the defects. This was confirmed over the phone multiple times. This constitutes an oral contract which chronologically supersedes any prior contract agreements. Please see the call log, reference number ******** for this conversation. ***** further offered a $50 refund for the issues we had incurred, the poor service, our troubles, and the error on their part. The reference for this is 00818530.The next day, when they picked up the original unit and delivered the replacement, we were charged for the 3rd POD. This was confirmed to be an error by ********, after reviewing the call log from the day before. The call log with ******** is reference number ********. She apologized for the billing error and promised to issue a refund for the additional POD and delivery charges. It was confirmed on both calls that the final bill would remain the initial contracted and agreed upon price, which was to total $590.06, less the $50 refund, totalling $517.48.Please request the audio recordings, as well as notes from these calls and all other calls originating from ************ and ************ to PODs. IF they were legitimately charging me for the 3rd unit, which I had for a whole day and did not use, it would have been discounted as my actual order had been. It was not discounted. There was also no charge for swapping the container, which is an actual line item on 5.18.23. This, too, was agreed on in the phone call on the 18th. Swapping indicates an exchange. Not an addition.Further, the ********** Market Manager, *********************, admitted to me in a phone call that he loaded the defective unit onto the truck for delivery and apologized. He said that some of their units are difficult to use. He said it was his fault we received a defective one -- that we should not have received a unit in this condition. He recommended that I contact corporate for a credit for my charges. Corporate said it was in the local franchises hands.I personally drove to the PODS storage facility. They have hundreds of units just sitting there, empty, and they chose to deliver me one I could not use. One wonders why. Could it be to falsely charge me for three units?Since receiving my credit card statement, I have contacted the business numerous times to get this cleared up. I have resorted to disputing the charges with ***************** however, I am not certain how successful I will be, given that PODs does not seem to be sharing the referenced calls with AMEX. I do know that AMEX has told me that they have reversed one of the charges ($351.92), which, if it stands, will mean that I will have only been overcharged by $118.12.PODs, though, has threatened me with collections.

  

  Business Response

  Date: 07/29/2023

  I am in receipt of your correspondence concerning PODS customer, **************************     On July 29th, 2023,  contact to discuss the issue was initiated with ************************* in order to address billing concerns and work toward a resolution.   We currently await ************************* response.
  
  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: 08/09/2023

   
  Complaint: 20384855
  
  I am rejecting this response because: ******** from Pods called on 8.2.23.  She said she would be reviewing the account and said she would share an update with me after she had reviewed it with the billing team.  I called back as soon as I could and left a message that I would be difficult to reach until 8.9.23.  I am fairly certain that I asked her to email me.

  I called this morning and left a message.  

  She has my email.  I have not heard from her.  

  I believe the Better Business Bureau deadline is tomorrow.  I need more help from the BBB to get a resolution.

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

  

  Business Response

  Date: 08/11/2023

  On July 30th, 2023, ************************* advised our PODS advocate they would not be available until August 9th, 2023.   On August 9th, 2023 our PODS advocate spoke with ************************* to review the billing on the account.   ************************* advised they would be forwarding documents outlining their concerns.    On August 10th,2023 our advocate notified ************************* that the documents had been received and were under review.   

• Initial Complaint

  Date:07/27/2023

  Type:Billing 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 June 22, 2023, PODS dropped two containers at my home ****************************************************************. The PODS were loaded and picked up on June 26, 2023. I was purchasing a home in ********, ** where my PODS were scheduled to be dropped off. The house didn't pass inspection which resulted in terminating the contract. I moved to ******** instead. I tried to contact PODS customer service which is impossible. I decided to have my property sent to ******** via ABF, Arkansas Best Freight. On July 26, 2023, my property was loaded from the PODS containers to ********* . I have been charged the full amount of storage by PODS for the remainder of July to the end of August. I would like to be reimbursed my funds for the month of August. Also, there should have been a military discount included. See invoice for June 2023. I have tried contacting them so many times via telephone, email and chat. I've held the phone 30 minutes at a time to only be disconnected. Emails are never answered and chat there is never an agent available. This makes it impossible to reach anyone regarding the issue. I'm hoping the BBB will assist me with this matter. I've tried deleting my payment method from the account it will not allow me to do so. I don't want them to have the ability to charge my card any more from this point on. My property has been removed from their storage containers and off of their property. Please do what you can to assist me. I would be very grateful. Respectfully, *****************

  

  Business Response

  Date: 08/01/2023

  I am in receipt of your correspondence concerning PODS customer, ******************    On July 29th, 2023, our PODS advocate spoke with ***************** and advised that the July 2023 monthly invoice had been refunded along with reviewing the discount that had been applied to the order.    PODS considers that the matter has been resolved amicably.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry.  We sincerely regret any inconvenience that Eve ************** 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: 08/01/2023

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

• Initial Complaint

  Date:07/27/2023

  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.

  I recently placed an order with pods in July. I spoke to a representative and as a first time user I had many questions. The representative was very friendly however I explained I had about 50 boxes, dresser, husband work bench and a playroom with many toys. I was told a small container would fit and because I dont know much about pods I agreed. However once the pod showed up I instantly called to explain it was definitely not going to fit my stuff, I was on hold for over 2hours. I called back the next morning and explained my situation and they said they would put a complaint in, return the small container and than switched me to a large container. I was told that they would look into my case and since it was within the 24 hour period I would most likely be refunded but will pay the traveling charge of $135. But since I no longer get have the container would not be charged the full amount. I was expected to be refunded $386. *** called several times and finally a woman ****** emailed me explaining she would not refund me at all. Case closed. Ive been calling for 2 weeks explaining I was within the time frame and that the representative said the small container was best. I again called to only wait on hold for several hours. Finally made another complaint and the same woman called me 2 days later leaving a message that the case was closed stop making claims and I wont be refunded. I am beyond frustrated and do not understand why Im being charged for 2 containers when I only have one. Please help

  

  Business Response

  Date: 07/29/2023

  I am in receipt of your correspondence concerning PODS customer, ****************************     On July 29th, 2023, contact to discuss the issue was initiated with *************************** in order to address billing concerns and work toward a resolution.   We currently await ***************************** response.
  
  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:07/26/2023

  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.

  I had them to deliver my Pod at ************************************, **. *****. They did not deliver the pod. The stated that there was a car in the drive way. Informed them to put the pod in the back of my house. The delivered the Pod on the 5th. They picked up the pod on the 17th and they went into my account and withdrew $300.00 without authorization. I called the business and they stated that they would refund the money, but I have not received the money as of yet. They stated that they attempted to return the money back two times. I would like my money returned to my account in the amount of $300.00.

  

  Business Response

  Date: 07/28/2023

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

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20380897
  
  I am rejecting this response because:
  

  Pods has not honored their refund. On 7/17/23 I spoke with ****** who advised everything had been resolved and he would be refunding me my $300 but as of today this has not happened. I want my money as promised!!!

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

  

  Business Response

  Date: 08/23/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. As of July 17, 2023, we have tried to reach out to **************** to confirm her mailing address to send the refund, however to date, we have not heard back. We invite Ms. ***********;to contact us to discuss the issue further so that we may provide resolution or she can contact the accounting department at *************************************

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20380897
  
  I am rejecting this response because:

  I spoke to Pods a week ago and they are now telling me they are only going to refund 1/2 the money. I informed them that is not acceptable and I want a full refund. They keep saying that I owe them money as they were not able to deposit payment into my account 2x bas it kept rejecting. This is not true and again I expect to be refunded in full. The entire rental time of this pod was for one month for $418 which I paid them in full and it was taken out of my account. They picked up the pod during the time as it was originally scheduled to do but after pick up they went into my account and took our $300. I do not owe them anything and they need to refund me asap.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/12/2023

  I am in receipt of your correspondence concerning PODS customer, *************************. As of August 31, 2023, we have resolved all concerns with **************** to her satisfaction. 

• Initial Complaint

  Date:07/26/2023

  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.

  Entered into an agreement on 4/17/23 for the use of a POD to move from ** to PA. Container was dropped off on 6/15 and picked up for transit on 6/28. Was told POD would not be delivered until 7/13, 10 days after our arrival to our new home with the empty container pick up on 7/18. This action triggers a new monthly rental charge since it is beyond the 15th of the month.I have had this POD delivery rescheduled 4 times (soon to be 5) due to no fault of mine and not given a clear answer as to why expect for a lack of drivers. As noted initial delivery was scheduled for 7/13 (no show). Rescheduled for 7/18 (no show). Rescheduled for 7/21 (no show). Rescheduled for 7/25 (no show). No new reschedule date has been determined at this time.This company has displayed the poorest customer service I have ever experienced. Systematic failures from all facets of the business. Their internal issues are impacting my life and the lives of my family. I had entrusted my personal property with this company and feel that they have not lived up to their side of the agreement.The lack of communication from PODS to their customers shows that their business model is severely flawed. I want to be compensated for the pain and suffering that my family and I are experiencing for far too long.

  

  Business Response

  Date: 08/01/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Mr. ********************************** On July 31, 2023, a PODS representative and ******************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to his claim.   We are currently awaiting the 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 Mr. ********************************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that Mr.********************************* 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.