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

  2118 Commerce Dr Cayce, SC 29033-1525

• 

  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:08/28/2022

  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.

  Attempting to get my POD redelivered to my new address and was lied to several times. The online system was unable to process the request so I called in.Call 1 6/10: customer service stated she had to enter it manually and took all my information for June 22 re-delivery.Call 2 6/11: **************** stated the request wasn't submitted and re-entered all my information. (Mistakes happen no biggie)Call 3 6/14: **************** stated it was all entered correctly and should be all set for 6/22 delivery.Call 4 6/21: **************** stated I was on the list and would be delivered 6/22 but could not give a time.Call 5 6/22: **************** stated my paper request was still pending. Was never planed for delivery that day. There was minimal chance it could be delivered this week and the next available date was 7/6.Following the above interaction I talked to a supervisor who stated someone else would reach out to me. This never occurred. I wrote a review with the above information and was told to email and someone would contact me. They also never did.I did receive an email that my POD was being delivered on Saturday 6/25/22 with no other communication. It was then delivered and picked up as expected. I had movers scheduled for 6/25 as well that had to be rescheduled causing me to lose a deposit and I was unable to reschedule movers until over a week later. I had proactively done everything on my end and PODs made my move extremely difficult.Customer Acct: *********

  

  Business Response

  Date: 09/10/2022

  I am in receipt of your correspondence concerning PODS customer *******************..   On September 10th,  2022,contact to discuss the issue was initiated with ************** in order to address his concerns and work towards a resolution.  At this time, he has been advised to forward any documentation over to his Specialist directly along with any further questions should they arise. 

• Initial Complaint

  Date:08/27/2022

  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 paid over 7k to have 3 PODs to assist with a move from ** to **. One of the PODs were not picked up on time. I did not find out until my neighbor called me and told me that both PODs were still in my driveway. I spent two hours on the phone with representatives from PODs ( two separate calls). No resolution as they were unable to get in touch with anyone from the storage facility. I called back this morning and spoke with ***** (Operator #****). ***** was a tier 2 customer service rep and ***** was rude and not understanding at all. My wife also called and spoke with a supervisor. I just received an email update that my PODs will be picked up sometime on Monday (3 days late) and will not be delivered to my ** address until Sep 8 (5 days late). I called and they are completely booked today and unable to assist. I was told that the driver had an issue with his truck yesterday and that is why my *** was not picked up. The ** home closes on 8/29 at 8am and the *** will still be sitting in the driveway. NOT ACCEPTABLE. Also, I have already paid movers to unload my PODs on 9/4 and 9/5 at the ******* address however the *** with my washer, dryer, couches, and bedroom sets will not arrive until the 8th. I am absolutely disgusted with the level of customer service I have received and the inability of PODs to execute on their end.

  

  Business Response

  Date: 09/10/2022

  I am in receipt of your correspondence concerning PODS customer ******************************  On September 10th,  2022, contact to discuss the issue was initiated with ****************** in order to address his concerns and work towards a resolution.  At this time, he has been advised to forward any documentation over to his Specialist directly along with any further questions should they arise. 

• Initial Complaint

  Date:08/27/2022

  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.

  CAUTION......x Please read entire post . I hired Pods to move my family, thinking they were a well known reputable company. I have never been involve with such incompetence. Consistent miscommunications within the company. Pods delivered to the wrong address, it took them a month to deliver my pod to my new address. Forced to buy new mattresses to just sleep, silverware. Large oxygen machines for breathing. I had to live off a small oxygen tank I took with me, and had to refill it every other day. My son started School, had no desk, computers so on. My account was in such Disarray, I was transferred to a special customer support center. This completely cut me off of trying to handle anything, without going through her. She went on vacation. The only way I could have the contact me, was to make a complaint on ******** Every complaint I received a new special costumer support center employee. They would sent me one email then disappear. This happened four times. Finally I traveled to the local shipping yard and worked it out with the manager. He informed me my pod was lost and his address on file was different from mine. I had to work it out with him and the drivers. They all rolled there eyes and informed me this is a constant problem., by the way they will not give you the number to the yard, The truck drivers finally cleared it up. When you call you get someone in *****, who is clueless. I've been attempting to have Pods credit me for the beds. Nothing no reply! They were paid, then disappeared. I'm bringing them yo small claims bout for the reemergence of furniture, and whatever my Lawer sees fit. ****** advised me to get a full refund. And compensation for health complications. Never again! Do not use! Left hand is clueless of the right hand. Outrageous. If needed contact me. *** ************

  

  Business Response

  Date: 09/10/2022

  I am in receipt of your correspondence concerning PODS customer ***************   On August 15th,  2022,contact to discuss the issue was initiated with Mr. ******* in order to reassign his initial report and work towards a resolution.  At this time, he has been advised to reach his Specialist directly with any further questions should they arise during the review. 

• Initial Complaint

  Date:08/27/2022

  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.

  In June (possibly June 3, 2022), I contacted PODS via phone to receive a quote for moving and storage. I told them I was moving from ***** to ********, ****, but didn't know exactly where yet, and wanted to have a unit to pack up my house gradually, and then move my stuff when I found a new place to live. So, in short, I was using a unit for storage for a few months, and then having it moved for me. The rep told me the monthly storage rate and fees, and I asked how much final delivery to my new address would cost. Since I didn't have an exact address, I gave him a random zip in the same city I'm moving to so he could generate an estimate. The rep told me it would be "about $300-$400" to deliver the filled unit. Thinking I knew what I would be charged, I agreed to move and store my items with them. After storing my items a few months, I got a new place to live and called PODS to schedule delivery of my unit. They told me it would be $1300 to deliver one unit to my new address. They have all my belongings, and they want $1000 more than they originally quoted me to return them to me. My house is basically being held hostage since they baited and switched on me. This is not the first instance I've had with them during my rental period where they unfairly billed me. Earlier they repeatedly charged my card due to multiple errors on their end, never told me when/how much they were charging, and never responded to me to explain (although they did silently correct it eventually). The whole company lacks transparency and seems very scammy. They're vague or misleading about charges, require autopay, don't notify in advance about charges/due dates, and seemingly straight up lie.

  

  Business Response

  Date: 09/08/2022

  I am in receipt of your correspondence concerning PODS customer, ************************   On September 2nd, 2022, contact to discuss the issue was initiated with ***********************  in order to address concerns and work on a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *********************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *********************** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17896123
  
  I am rejecting this response because:
  PODS has done absolutely nothing to ameliorate the situation. To avoid being further taken advantage of by them while they were doing nothing about their error, I had to contract movers and a rental truck company. As I am no longer doing business with them, my goal at this point is to make sure that they dont take advantage of anyone else in the future, and it doesnt look like they are going to change their practices. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/13/2022

  On September 13th, 2022, our PODS advocate attempted to speak with *********************** to discuss the account review in order to work toward a satisfactory  resolution.   We currently await ************************* response. 

  Customer Answer

  Date: 09/17/2022

   
  Complaint: 17896123
  
  I am rejecting this response because: I have tried to return calls to the rep at PODS, but given that I work until 4pm and she works until 4:30, theres a very short window of time in which we overlap.
  Honestly, since I opened this complaint, weve had to complete our move and remove our items from PODSs units, so unless PODS wants to reimburse us for the storage rental fees weve paid them after they acquired our business by giving us false information, theres nothing they can do with respect to making things right with us. Acknowledgement of what they did and an apology would be nice, but probably insincere, and definitely too little too late. Its important to me that the BBB is aware of their practices so that hopefully PODS will stop trapping people like they did us. 

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

• Initial Complaint

  Date:08/26/2022

  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 got pods about three months ago and ever since I got them I did the automatic payment they were not taken out the payments they told me it weren't automatic even though I did find a auto direct payment out they said I still needed to call to make the payments I called to make the payments they still weren't taken a payment I called back to see why they said they no longer do HCA because their ATS system is being messed up I did make a payment then they sent my stuff into auction I've been calling to make payments they're telling me oh now I can't make payments over the phone with a bank card now I need to go to a ************* I'm being hanged up one I've been asked to speak to a manager supervisor they hang up on me they don't let me speak to anyone they told me they cannot let me speak to someone I just need help getting my stuff back from these people

  

  Business Response

  Date: 09/01/2022

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

• Initial Complaint

  Date:08/26/2022

  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 signed a contract with PODS to deliver a large container to help us move from ** to CO. The woman we spoke to was located in *******. It was scheduled to be delivered on 8/25 between 2pm-5pm. It never came. We contacted customer service that I believe to be located outside the ***. They guaranteed us it would be delivered the next morning, but did not give us a reason as to why it wasn't delivered. The next day the PODS never arrived even though we contacted customer service at the start of the delivery window (2pm-5pm) and was again guaranteed it would arrive. Again, customer service was located elsewhere. After calling sales again (in the ***) we were informed NO storage container was ever scheduled to be delivered the second day. I believe PODS uses their ** sales team to sell containers and then hires out a foreign customer service team to keep you in the dark until you give up. Their whole practice is deceptive and manipulative. Now we're losing our lease in 4 days and have no way to move our things. My pregnant wife, three dogs and cat are helpless. We'll hope to get our money back, but this business and it's deceptive practices should be punished.

  

  Business Response

  Date: 09/08/2022

  I am in receipt of your correspondence from ***************************** concerning our PODS customer.  On September 2nd, 2022, contact to discuss the issue was initiated with **************** in order to address his concerns and work on a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that **************** may have endured.   PODS Enterprises,LLC prides itself on its quality customer service and we regret that ****************  experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  

• Initial Complaint

  Date:08/26/2022

  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.

  I contracted with pods to have a container delivered to my house in ****** *******. It arrived, I filled it, it went to storage in ************** for one month. It was to be delivered to near ******, **. I was told as long as final delivery was within 50 miles of ****** *****, they would deliver my pod. My new house is 18 miles from ******, *****. 2 delivery dates have come and gone, still no container delivery. They now say, they will not deliver my pod to my location. My household goods are supposedly in ********* *********. I was told to rent a uhaul and go get my stuff myself. I'm physically unable to do this. Today they hung up on me to get me to go away. I don't know what to do.

  

  Business Response

  Date: 09/07/2022

  I am in receipt of your correspondence concerning PODS customer ****************************** On Ausgust 26, 2022, contact to discuss the issue was initiated with *************** in order to address her concerns and work on a resolution. 
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that **************** may have endured.   PODS Enterprises,LLC prides itself on its quality customer service and we regret that **************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer Answer

  Date: 09/09/2022

   
  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. They have delivered my pod on 9/9/2022.  As long as they do not continue to charge me Im fully satisfied.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/26/2022

  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 used PODS for my move from Pocasset, ** to **. I had 2 containers delivered with no issues. I called and ordered a 3rd POD on May 4 to be placed next to the garage as it shows on the contract. A delivery driver arrived and dropped off the empty container on the public road and said that a driver would be back to move the full 2nd container and put the empty one in its place. The 2nd driver arrived, removed the full container from the next to the garage, but refused to move the empty one into the location. He said someone would be back to do it. I made multiple phone calls to customer service trying to get the empty container off of the public road and next to my garage so I could load the container. Multiple times I was told a supervisor would contact me and never received a call. Finally, after no one arrived to move the container for days so I could load it, I contacted another company who was able to bring out a storage container for me to load. It took a PODS driver until 5/26 to arrive and take it away because it was NEVER put next to the garage, per the contract. 2nd issue:When I spoke to a salesperson, I told them that I was moving to the "**********, ** area" and would be approximately 50 miles from there. I told them that I would be living with my daughter in *********, ** until I found a home. The sales person said that they would note that in the records. They also said that they would be shipping the POD's to their storage facility in **********. In mid June I realized that the containers were still in ****** and requested they be moved to **. When I contacted them to deliver to my new home in *************, I was told that they do not service there and to come pick up my 2 full containers of belongings with a UHaul. My home was approx. 50 miles from ********** like I told the salesperson and they said the only way for me to get my containers was to pay a 2nd long distance rate for them to deliver them to Elizabethtown and a redelivery fee.

  

  Business Response

  Date: 09/10/2022

  I am in receipt of your correspondence concerning PODS customer ******************   On September 10th, 2022, contact to discuss the issue was initiated with ************ in order to address his concerns and work on a resolution.  During the review process, he has been advised to contact his Specialist directly should any further questions or concerns arise. 

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17895929
  
  I am rejecting this response because:

   

  Only a partial of the complaint has been resolved. I am still waiting to hear on the portion where I ordered the 3rd *** on May 5th and the *** was never put next to the garage per the contract. I am requesting a full refund for the 3rd ***. 
  
  Sincerely,
  
  ******* (bill) ****

  

  Business Response

  Date: 09/22/2022

  I am in receipt of your correspondence concerning PODS customer ***********************. When booking an order with PODS it is disclosed that placement is at the discretion of our drivers.Nonetheless, on September 22nd, 2022, follow up was sent to ************ in order to offer a refund for the delivery of that third container in order to resolve amicably.Should ************ choose to proceed with the offer, he may advise his specialist directly for the refund to be expedited as such. 

• Initial Complaint

  Date:08/25/2022

  Type:Product 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.

  06 Aug - I contacted Pods for pickup of my container. The customer service rep was having computer issues and stated that he would manually file for pickup. He informed me that I would be contacted in ***** business hours.10 Aug - I contacted Pods for pickup of my container. The customer service rep stated that pickup may take until 30 Aug within my area. I informed him that I should not be expected to pay for their storage of an empty container on my lot. The customer service rep was accomadating, but I had some difficulty understanding him. He indicated that he would submit an Incident Report to have fees removed caused by the delay. He informed me that I would be contacted within ***** business hours for pickup.24 Aug - No contact or communication from Pods received. The customer service rep indicated that my Pod would be picked up by ******************************************** a pickup window. I would receive contact with ***** hours. I asked about the previous incident report, and she stated that I would not be charged for the month of August... to clarify I asked if I would receive any charges - she stated I would still be charged for final pickup. I asked to dispute this charge since I have received no communication. I also have observed two pods delivered in the local area to different houses which indicates deliveries of pods occured within my area, so its feasible to think a pickup could have occurred. Pods has now approached three weeks of rent free storage of their empty container on my property - I want it removed and no additional charges.I asked for this incident to be escalated to higher level management and was provided with Incident Number ******* - again i was informed that i would recieve communication within ***** hours.

  

  Business Response

  Date: 09/06/2022

  I am in receipt of your correspondence concerning PODS customer ***************************. Account review confirms that on September 2nd,2022, a refund for the final pick up was processed. The refund should post back to the primary method of payment within 5-7 business days.
  
  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 he 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. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

  Customer Answer

  Date: 09/06/2022

   
  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:08/24/2022

  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.

  Despite horrible service and worse customer service, I keep getting multiple fraudulent charges on my credit card. We completed our business with PODS (after considerable effort on our part and ignoring us on their part), but they still keep charging us over $300 per month for PODS that we are no longer using and aren't on our property. Last month they charged us even though we don't have a pod anymore and customer service had no idea how it happened and said it wouldn't happen again. Yet here we are! Another month, another fraudulent charge! They dumped hydraulic fluid on our driveway and all they could do was to tell us to get estimates for someone to clean up a mess that can't be cleaned up. They didn't deliver on time or pick the pods when they said they would. Pods customer number *********.

  

  Business Response

  Date: 09/06/2022

  I am in receipt of your correspondence concerning PODS customer *******************************. On September 6th, 2022, contact to discuss the issue was initiated with ************************ in order to address his concerns and work on a resolution. In the meantime, he has been advised to contact his Specialist directly with any further questions or concerns should they arise.