Complaints

This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  Pods

  4816 Pods Way Chesapeake, VA 23320

• 

  PODS

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  Pods

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

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/16/2022

  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 placed an order to have a Pod container delivered in Maryland on June 25th and it was scheduled it to be delivered to California on July 15th. The pod was delivered to my house on time and it was taken to a storage facility in Maryland and stored there. The delivery was cancelled due to some missing forms that are said to be completed on the website and I did not notice this until July 17th. I called to ask about the problem and the customer service agent was unaware of any scheduled date and did not know why it was canceled, so he just rescheduled it. It was cancelled again days later for the same reason and the next customer service agent let me know that forms were missing. I promptly completed the forms to the best of my ability when Kelly Dukes calls me and tells me that I do not have the correct Gypsy Moth Form and she sends it to me for completion. This is frustrating that I have not had the correct form for a month and I tell her this, to which she says she will see what she can do about the extra monthly charge that I accrued due to the push back. I emailed Kelly the form directly and we never spoke again. 5 days later, I receive an email that my delivery is cancelled due to forms again and I try again to fill them out and send them. I finally properly got help from Adrian Archer on August 2nd about what information is missing and how to send the forms. After doing this, my account schedules another delivery date for August 16th. On August 8th, I call to locate my pod and I am happy to hear that after over a month of storage, it is finally in transit. I have to call on August 15th to hear that it is here. I know it was too late to access it after 5pm that day so I tell the agent to schedule my access for 48 hours ahead, but I intend on speaking to someone about accessing it early as I need my important documents in the pod. As of August 16th, I have called 3 times and the center has not called me at all and it has been open for almost 5 hours.

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/19) */
  I am in receipt of your correspondence concerning PODS customer, ********* *****. On August 19th, 2022, contact to discuss the issue was initiated with Ms. ***** 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 Ms. ***** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that Ms. ***** 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.
  
  
  Business Response /* (1000, 8, 2022/08/26) */
  Ms. ***** accepted the customer satisfaction credit refund that was presented. PODS considers that the matter has been resolved amicably.

• Initial Complaint

  Date:08/15/2022

  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 chose to use PODS for my military move from Georgia to ************. I requested two 16 foot containers for my move. I requested, and have already paid for, empty and full weight tickets for both containers. My containers were dropped at my residence in Georgia on 06 July. I was told at that time that I would receive both the empty and full weight tickets after the full containers were picked up on 23 July. I inquired about the weight tickets after the full container pick up and was told that I would receive the tickets when the containers were delivered on ********************************************************* ************ on 04 August for the tickets and was told they do not have them. Since that time, I have been told there was a system error and they cannot find my tickets. The ****************** PODS weighed the empty containers after final pick up, but I cannot submit empty tickets without full tickets.

  Customer Answer

  Date: 08/22/2022

  As of August 22nd, PODS has deactivated my account. I have paid all invoices in full and have still not received my full weight tickets.

  Customer Answer

  Date: 09/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  PODS still cannot provide me with the weight tickets I have already paid for. PODS has also failed to provide a refund for the tickets I paid for and did not receive. The customer service specialist requested my military documentation, which I provided.

  

  Business Response

  Date: 09/01/2022

  I am in receipt of your correspondence concerning PODS customer ***********************. On September 1st, 2022, contact to discuss the issue was initiated with ************** in order to address his concerns and work on a resolution. At this time, I have requested documentation from ************** in order to review the specifics regarding his military move. In the meantime, he has been advised to contact his Specialist directly with any further questions or concerns.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17895971
  
  I am rejecting this response because:

  On 01 September 2022 I provided the documentation requested by ****************************. ************** did not confirm receipt of the email or documents, nor provide any type of response. I emailed ************** again on 15 September 2022, inquiring about my case and the status of my documents. Again, I received no response. My items were picked ** in Georgia two months ago, and I still do not have the weight tickets that I have already paid for, nor has PODS made any attempt to rectify the situation. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/06/2022

  I am in receipt of your correspondence concerning PODS customer ************************   On October 4th, 2022, follow up was sent to ************** to confirm PODS is processing the paper check to be sent to him to resolve his reimbursement request. At this time, has been advised to contact his Specialist directly should any further questions or concerns arise.
  
  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: 10/07/2022

   
  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:08/15/2022

  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 recently used PODs Moving and Storage to move from Houston, TX to Atlanta, GA. All went smoothly until the date came to redeliver my POD to my new address in Atlanta, GA. I received a notification the night before (~6 PM) my scheduled delivery informing me of my delivery window (7:30-10:45 AM). I received a call the next day at 7:55 AM alerting me the driver was at my location and was unable to drop my POD. I was told I'd receive a call prior to the driver actually arriving at my property, so I had no time to ensure there was space (I was contacted too late the night before to request space and had a limited time frame to do so the day of). Therefore, I requested that the driver return later in the day so that I could request space. The driver agreed and informed me that he would call me when he could return to my location. I never received a call and ultimately reached out to the branch manager, John E., at PODs in East Point, Atlanta about the issue. Mr. E. very rudely informed me that the employee was in the wrong for promising me that he (the driver) could return later that day, and that I was out of luck and that the POD redelivery had already been rescheduled without my consent or knowledge (no call, text, or email). I told Mr. E. that I needed my POD delivered that day (08/06) as I had friends and family drive 5 hours to help me and were only available that day. Mr. E. informed me there was nothing he could do and unprofessionally referred to himself as an "*******" after hearing my requests. Ultimately, my POD was delivered the next day after a kind employee accepted the delivery on his usual day off. Regardless of the re-delivery of my belongings, PODs Moving and Storage in Atlanta, GA showed their unprofessionalism, apathy towards customers' needs, and managerial staff's inability to accept responsibility for seemingly-simple mistakes made by their own employees, making these issues the customers' and not the company's'.

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/22) */
  I am in receipt of your correspondence concerning PODS customer, ****** ****. On August 18th, 2022, Ms. **** was notified that as a gesture of goodwill we would be refunding the redelivery fee of the container.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. **** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that Ms. **** 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.
  
  
  Consumer Response /* (2000, 7, 2022/08/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/14/2022

  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.

  During my initial ordering of their service I received significant pressure from their sales person on the phone. After a lengthy conversation we determined the services I would need. After that we reviewed pricing. I repeated the stated cost numerous times during the call, and summarized the discussion at the end of the call where I stated the discussed and agreed upon cost. The sales person never disputed any pricing, but why would they... I was just restating what they had said. This was all recorded on their system Once my invoice arrived it was more than double the agreed upon pricing. I reached out to their customer support person for investigation. It has been over two weeks. I was told I would have someone call me back in 2 business days. They haven't contacted at all, and just tried run my credit card for their inflated cost. I denied the transaction because again, that's not the agreed upon *****. They clearly don't intend to do anything about this, and just expect me to pay.

  

  Business Response

  Date: 08/30/2022

  I am in receipt of your correspondence concerning PODS customer *************************. On August 30th, 2022, contact to discuss the issue was initiated with ****************** in order to reassign his initial report and work towards a resolution. In the meantime, he has been advised to forward any communication to his newly assigned Specialist directly for further review.

  Customer Answer

  Date: 08/30/2022

  They were supposed to get back to me within 48 hours and its been over 2 weeks. They have a recording of their sales agent quoting me a significantly lower price than the booking. I am sure they know they are in the wrong and dont want to do anything about it.

• Initial Complaint

  Date:08/13/2022

  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 agreed to a contract with this company for storage and transport of some of my property while I was moving to my newly purchased home. I was contracted for a specific amount ($2,848.00). I acknowledged this agreement and paid for this service in full the following day. Upon contacting this company on 7/5/2022 I was informed that there was a credit on my account. This was verified by the agent I spoke with and 2 of this agents supervisors that it was STRICTLY a credit and that everything was paid in full and I would not be charged extra. I again contacted this company to have the unit re-delivered to my new address. During this call I was informed that I actually owed more money. I had to make several calls to this company after (at least 4) to try to get this issue resolved. It took more than a week of trying before the proper forms were filed to address my issue. Once the forms were filed there was a SEVERE lack of any form of communication until today (8/13/2022) via email stating that I still owed the money. After this I am now requesting a full refund of monies paid to this company for breach of contract.

  

  Business Response

  Date: 08/30/2022

  I am in receipt of your correspondence concerning PODS customer ***********************. On August 30th, 2022, contact to discuss the issue was initiated with **************** in order to address his concerns and work towards a resolution. In the meantime, he has been advised to contact his Specialist directly with any further questions or concerns should they arise.

  Customer Answer

  Date: 08/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business has contacted me via email. I still have yet to have a resolution offered by this business.

  

  Business Response

  Date: 09/08/2022

  I am in receipt of your correspondence concerning PODS customer ************************   On September 8th, 2022, follow up was sent to **************** to offer a gesture of goodwill in order to resolve amicably. He has been advised to contact his Specialist directly to proceed with the offer or to speak on any questions or concerns should they arise.   

• Initial Complaint

  Date:08/13/2022

  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 contacted PODS to arrange move from *************, ** to ********, **. The first part of the transaction went as planned; drop off of pod and pick up was as scheduled, drivers were professional. I called PODS (7/12 or 7/13) to change to delivery location. They confirmed the correct new address. I verbally confirmed the same date (unchanged 8/10/22) at the new location. They said that this was confirmed. Got an email confirming new location. On delivery date (8/10), PODS never confirmed or showed. I called at 8:00 AM CT to be told that the on the day that they updated the new location, PODS cancelled the scheduled delivery date of 7/10, and pod was still in **. I spent several hours on the phone that day, finally spoke with a manager who said that he would "expedite the resolution report #******* to ***** hour response from the resolution team. Called after 48 hours, was disconnected two times. Finally got through to a manager, *****, who, after hearing that we were in a completely empty house, sleeping on floors, etc., credited us $250.00 in 3-5 days, saying that the pod would be delivered 8/24. It is now past 72 hours (83 hours, to be exact) and no call, text, or email from PODS. I was told by a very helpful agent to call and connect to the billing department. When calling them today, Saturday 8/13, billing gave me the name and extension of the resolutions member assigned to my case. I left a voice mail, requesting immediate response.

  

  Business Response

  Date: 08/18/2022

  I am in receipt of your correspondence concerning PODS customer, *************************. On August 16th, 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: 08/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  After many hours and days of calls, being placed on hold, disconnecting, and transfers, I finally received a call from PODS in response to filing this BBB complaint. They did apologize for any "inconvenience," and quickly launched into the process of their BBB investigation, relaying that they would review call records and sent emails. They ended this information giving by asking if there anything else they can do for me. I requested that, since this is the first time since anyone had responded to me, that I would request more of a dialogue rather that a process description.
  I reviewed that living in a new house with my family with only a change of clothing since the PODS did not arrive was more than a simple "inconvenience". I also expressed my ongoing frustration with PODS customer service; I was often given contradictory information or told that other PODS members had made a mistake and had not informed me properly. Finally, I stated my concern re: their review of call and documentation since I was continually told by PODS representatives that there was not any documentation of previous calls or of promised internal emails sent on my behalf. This last point would make any investigation incomplete.
  When asked for an update as to where our belongings were and when they would arrive, I was informed that it was in transit, and most likely arrive 8/24 (14 days after original delivery date). I also requested a timeline as to the investigation and how my family's hardship would be addressed. They stated that PODs takes these matters seriously and that they could not promise a time of response. I requested full refund of this service. They stated that that would depend on their investigation.
  
  

  

  Business Response

  Date: 08/26/2022

  ************ was provided the review findings that on July 17th, 2022 our PODS associate reminded ************ to accept the rental agreement to avoid cancellation or delays with the move. On July 18th, 2022, the shipping date was cancelled because the rental agreement had not been accepted. ************ was notified via email on July 18th, 2022 to accept the rental agreement and reschedule the move dates.

• Initial Complaint

  Date:08/13/2022

  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.

  The company PODS has double-charged and overcharged me for services not rendered. They have lied to me repeatedly first telling me my pods went to the wrong place, then to the right place, then that they were never shipped and would be shipped to the right place. Finally they told me they got shipped to the wrong place almost a week after they said they said they were never shipped, Furthermore, they then informed me that they could not ship my containers to my new home from the warehouse they were shipped to despite, knowing they shipped it to the wrong address. I opened a dispute with them on August 5th, 2022 IR# ******* and despite emailing the representative, ***************************, twice seeking a resolution and calling twice, I never received a response from the company.I called today to schedule my PODS to be available for Aug.17th to have a moving company pick up my stuff at an additional expense at the wrong warehouse and when I asked the PODs employee to send me an email confirmation stating my PODs would be available on the 17th, the employee said that they could not send me an email because it was against protocol. This is despite having received multiple emails from various PODS employees since this started on July 26th.At this point, I would like for PODS to return the money they charged me for services not rendered, especially considering the fact that they sent my stuff to the wrong warehouse and I will have to pay a professional mover to deliver my stuff. I would also like to make sure my stuff is available for pick up and the date stated. per their guidelines, they only require 2 days' notice to make an owner's PODS available. I have called today 8/13/22 for a pickup date of 8/17/22 giving them 4 days' notice. Please find attached my email exchange with the so-called dispute specialist.

  

  Business Response

  Date: 08/22/2022

  I am in receipt of your correspondence concerning PODS customer, ***********************. On August 19th, 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: 08/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am in communication with PODS, but they have yet to resolve the issue of double billing to my satisfaction.
  
  They have returned a portion of what they double charged, but not the full amount of it and certainly not by the difference of what they said they were going to charge me and what they actually charged me.
  
  The PODS representative I spoke to told me it can take several weeks for me to see full resolution and the appropriate amount of money returned to me but only if they deem it fitting. Which I find interesting, since the records show they billed me the exact amount three days apart and this was before my PODS were even moved.
  
  For now, I am in a holding pattern, while they go through all of their records.
  
  So far I am not happy with their response, and I am awaiting a resolution where they return to me the amount of money they inappropriately charged me. In the interim, I had to pay a professional mover $3300 just to empty my PODS and move them to my house since on top of double charging me, they were unable to actually deliver my PODS to my residence.
  
  I am hoping for a resolution sooner rather than later as I just want to be done with this company, but they have over-charged me by almost $4,000, which is a lot of money, so I can't just let it go.

  

  Business Response

  Date: 09/06/2022

  *************** has been provided with a status update that we are currently awaiting approval of a resolution offer to her claim.   We appreciate Ms.******* patience as we go through this process. 

• Initial Complaint

  Date:08/12/2022

  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.

  On May 23, 2022, PODS sent two different drivers to retrieve their units from my newly constructed property. During the retrieval process, one of the drivers destroyed my yard and damaged my gutters. I contacted PODS for a resolution. I was told that a report had been filed on my behalf and I would hear from someone soon. A week later I called only to discover that nothing was officially on file, nor had I heard from the driver's supervisor as promised. On 6/6 I called again to access where things were. I received an email that contained a reference number and asked for pictures of the damage. I was further apprised that it would take "some time" to receive any compensation for the damage. I went ahead and paid for repairs on 6/7/22. As of 8/11/22, I have not received one phone call or further communication regarding the damage. This was after I did not ask for anything relative to the damage of my yard.

  

  Business Response

  Date: 09/20/2022

  As of today 9/20/22, ************** was contacted in regards to his complaint. ************** was advised the refund for his property damage was completed on 8/5/22 and requested ************** to review his bank statements to confirm the refund posted accordingly. ************** will confirm with the claims agent once he reviews his statements to advise if any further action is needed. 

• Initial Complaint

  Date:08/12/2022

  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.

  I used PODS to move from ******* to ************, and have regretted it ever since. The problems started a few days after the *** was picked up in **. I got a call informing me that there had been a scheduling error on the company's end with the delivery in PA, and rather than being delivered on a Saturday (so that I would have time to unload on the weekend), the unit would be delivered in the middle of the following week, when I would have to take off work and reschedule the parking permit I had already paid for. PODS eventually sent me a nominal convenience refund for their screw-up, but it took over a month of follow-up calls. When delivery day came, the driver refused to deliver the ***. The PODS representative told me that the driver would come no matter what, and do their best to find a spot in our busy part of town, but apparently the manager at the actual PODS facilities had a different take, and the driver refused to come out. As a result, we wasted a day off work and the cost of the parking permit, and it would have been at least another week before they could try to reschedule a delivery. We wound up spending an entire day driving an hour away to rent a Uhaul near the PODS facility, empty out the entire *** into the Uhaul, drive it to our new house, unload it again, drive an hour back, drop off the Uhaul, and drive home again. I have lodged yet another complaint with PODS, ID #*******, to be reimbursed for the cost of the *********** the unused parking permit, and two people's hours of time and labor, $595 total. I would never have spent thousands of dollars using PODS if I had known that they could not actually offer door-to-door delivery. I have now been waiting since mid-July for even a first email from the agent handling my case, and have only encountered an endless stream of confusion and stonewalling. Worst customer service ever. Will never use this company again.

  Customer Answer

  Date: 08/23/2022

  I have not heard anything from PODS about this dispute.

  

  Business Response

  Date: 09/09/2022

  I am in receipt of your correspondence concerning PODS customer *****************************. On September 9th, 2022, contact to discuss the issue was initiated with ********************* in order to address her concerns and work towards a resolution. During this review, she has been advised to reach her Specialist directly should any questions or concerns arise. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17894992
  
  I am rejecting this response because: I was sent a generic form letter that does nothing to directly address my complaint. I am still awaiting an actual resolution.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/22/2022

  I am in receipt of your correspondence concerning PODS customer *****************************. On September *********, follow up was sent to ********************** to offer a refund as a gesture of goodwill in attempt to resolve amicably. This offer would include reimbursement for the Uhaul, the permit, along with the gas associated. Should ********************** choose to accept the offer as resolution, PODS will proceed with expediting the refund back to the primary card on file. She has been advised to direct any further questions or concerns to her specialist directly if they arise. 

  Customer Answer

  Date: 09/23/2022

   
  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, as long as they actually make the payment they are promising. No money has actually changed hands yet.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 17894992
  
  I am rejecting this response because:

  I need to reopen my complaint against PODS. They offered me the $500 refund below, which i accepted. However, i never received a follow up about the money being deposited.

  
  

  I emailed ************************* twice, and both times got out of office emails and no response. I just called PODS and the representative told me that the refund has actually been rejected. At no time did anyone reach out to me about this. 

  
  

  So I would like reopen my complaint, because this issue has absolutely not been resolved yet.

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

  

  Business Response

  Date: 10/11/2022

  I am in receipt of your correspondence concerning PODS customer *****************************. On October 10th, 2022, follow up was sent to ********************** to confirm the refund has now been submitted as promised. She has been advised she may expect to see that refund post within 7 to 10 business days. She has been advised to direct any further questions or concerns to her specialist directly if they arise.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ********************** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that she feels she 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: 10/12/2022

   
  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 AS LONG AS THE DEPOSIT IS ACTUALLY MADE AND GOES THROUGH. I previously had to re-open my complaint after being informed by a PODS representative that the $500 refund had in fact been canceled after I accepted it. It is only because I reopened my complaint that the refund is now (supposedly) being submitted.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/12/2022

  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.

  On May 17, 2022 my wife ordered PODS for our move from Pensacola, FL to Dothan, AL. We also needed storage at a PODS facility for a couple of months, because we had not yet purchase a home in Dothan. We paid the premium prices of PODS for the convenience of moving our stuff once, instead of into storage and then again to our new home. They explained that usually they did not deliver that far from their storage facility, but they would waive the mileage restriction, because I was serving in the military. To date, we have paid $6,996.69 to have our goods picked up and stored for three months. Our written agreement states that it will cost $2,728 for us to have our four PODS delivered to Dothan, AL from Montgomery, AL.
  
  On July 27th, we requested to have our PODS delivered to our home in Dothan on August 5th. On July 28th, PODS sent an email stating, "This email is in follow up to your recent request that we service Dothan, AL which outside our normal serving area. After reviewing the request we regret to inform you that we are unable to accommodate a delivery to Dothan, AL at this time. You are welcome to schedule a container access to unload your contents from our storage center at no additional cost." Montgomery, AL is two hours each way from our home. We have four 8'x16' containers filled, and this option to "unload at no additional cost" is not acceptable. Their refusal to deliver is a breach of contract.
  
  Since we did not have a specific home we were moving to, we gave an approximate zip code and were assured by PODS that it would not be an issue. A customer service representative stated on the phone that since our home was in a different zip code, delivery was not possible; it is literally 0.3 miles into the adjoining zip code. We then provided an alternate address for them to deliver within the zip code in our contract, but they still refused to deliver our goods. My account number is XXXXXXXXX.

  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Our PODS advocate worked with Mr. ********* which resulted in the delivery of the containers now being able to occur. 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 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.
  
  
  Consumer Response /* (2000, 7, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  PODS finally delivered my four containers. The truck drivers are helpful when they come. However, I will never use them again due to the company bureaucracy and shady business practices.
  The only reason my claim got resolved is the Marketing Manager at the Montgomery, AL center accidently called me directly. He was the decision maker on delivery, and customer service would not allow me to speak with him directly through phone or email. When the customer service representative unsuccessfully tried to call him while I was on hold, he somehow received a missed call from my cell phone number. When he called me back, we were able to set up a date that worked for him. Unlike customer service, he had the ability to make things right. I still had to spend another two hours talking to two more service reps to get things finalized, but at least it was worked out.
  We wanted our goods delivered on August 5th, and they finally came August 22nd. I understand that they do not have many delivery trucks, and that it was a distance to deliver to my home was greater than normal. But, that is what we agreed to from the beginning. If they couldn't deliver the date I requested, PODS should have given me options for the next dates available. I would have understood that. Instead, they outright denied it, and told me I could pick up my stuff on my own. Another failure was not allowing me to speak with the decision maker, when customer service was unable to resolve the issue. Had that been done back in July, when I put in my original request, it would have saved everyone hours of time. Instead, it took Better Business Bureau and Consumer Affairs complaints, countless hours requesting 5 separate delivery orders with customer service representatives (who would not send anything in writing and give me different reasons it could not be delivered with each call), threatening legal action, and finally an act of God for the decision maker to accidentally call me. My case is resolved, but I will never get those hours of my life back. Buyer beware!