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 Moving & Storage

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

  
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  PODS Moving & Storage

  1871 Massaro Blvd Tampa, FL 33619-3013

  
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  PODS Moving & Storage

  18450 Showalter Rd Hagerstown, MD 21742

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  PODS Moving & Storage

  5555 69 Ave SE Calgary, AB T2C 4Y7

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:08/11/2022

  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.

  Used PODS for a military PCS from Clarksville, TN to Leesville, LA. An important part of this contract was to ensure empty and full weight tickets, so the Army could properly reimburse us for the weight moved.
  
  POD delivered on 5/27/22, and supposedly weighed empty prior to drop off.
  
  POD was supposed to be picked up 6/3/22, but nobody showed up and Customer Service couldn't get ahold of the local agent.
  
  Rescheduled for 6/4/22 pick up. No show. Again, local agent didn't answer the phone.
  
  Rescheduled for 6/6/22 pick up. No show. Local agent who said it would be picked up and weighed on 6/8/22.
  
  Pcked up on 6/8/22 and the driver assured me he would get our full weight ticket immediately.
  
  6/15/22, hadn't received copies of weight tickets yet. Customer service says they can't find them, so they'll weigh the POD again full before delivery, and empty again after they pick it up.
  
  6/17/22 POD delivered to new house and full weight ticket uploaded!
  
  6/22/22 POD scheduled for pickup. But their truck broke down, so they didn't pick up the POD until 7/13/22.
  
  7/13/22 asked the driver if he was going to get our empty weight ticket now, and he said "No"
  Called the local rep (Christie) and she told me it would be done asap, but they had to catch up with deliveries and pick ups first.
  
  7/29/22 Emailed PODS to ask about our empty weight ticket. No response.
  
  8/9/22 still waiting on empty weight ticket, so called local rep (Christie) and she said it had been weighed and the ticket uploaded. If it's not in our account, we need to contact corporate.
  Contacted corporate customer service rep who said to give them 48 hours to look into it.
  
  8/11/22 contacted customer service again who said to give them 48 hours to look into it.
  
  At this point, it's been 2 months, and we can't get reimbursed for the move without the weights, so we need the empty weight ticket or a full refund.

  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/16) */
  I am in receipt of your correspondence concerning PODS customer, ***** *****. On August 16th, 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.

• Initial Complaint

  Date:08/11/2022

  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 scheduled a military out of state move with Pods, and while setting up the move, we requested weight tickets, which is the military's requirement to be reimbursed for a self-procured move. We were told that we would receive empty weight tickets on the day they delivered the pods (July 19, 2022) and full weight tickets on the day the pods were picked up (July 21, 2022) to be delivered to the new location. We were also informed we could be present when the pods were weighed. This turned out to be untrue and against their company policy. On the day of pickup, we were told we would receive full weight tickets 48 hours after pickup. On July 23, we were told the agent did not properly order the weight tickets, and we would receive them on the morning of July 30. We never received them and called everyday for the following week, remaining on the phone for hours speaking with multiple agents and supervisors. Our calls were never returned, nor were we ever helped. Eventually our complaints were escalated to ***************************, a customer resolution specialist. She sent an email requesting all the details that were present in the notes and recorded phone calls over the last 2 weeks. When we spoke to her on the phone, she responded aggressively and dismissively. We sent her the information she requested over email, but she has not responded or reached back out to us. We initiated a complaint against her, which was never responded to by Pods. Additionally, Pods did not pickup their second container until days later and they did not keep us informed about having no one to pick up the pod from our new location. It has now been over 3 weeks since we initially requested the necessary documents from Pods. We consistently emphasized that these were time sensitive documents. Pods has not sought any resolution whatsoever. Without this information we are out of almost $7500 spent on Pods, plus another $3000 of other reimbursable expenses that we cannot seek from the military.

  

  Business Response

  Date: 09/07/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC.customer, ******************************  On 08/12/2022, ******************** was provided a copy of both full-weight tickets along with a letter containing the containers specs. ******************** was asked to provide this to his Military counselor to review and if for any reason theyre denied, to reach back out to Pods so we can address the denial. At this time, we are awaiting his response.
  

• Initial Complaint

  Date:08/10/2022

  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 rented a pod in October of 2020
  I asked them to pick it up August 1st 2022
  They charged a fee of $84.91
  I payed for the entire month from the 21st of July to the 21st of August 2022 $176.61
  They made an agreement to prorate the amount for the time that would not be used as it was returned.
  They not only did not refund me the prorated amount but they charged me instead $100 today August 10th!
  I called them and they said it was a mistake!
  They then told me I would have to wait two more weeks for it to get straightened out!
  So I am now minus almost two hundred dollars in my account.
  They went on to say that they forgot to remove me from auto pay but my auto debits were on the 21st of every month not the tenth!
  The company are thieves!
  I want my money back now!
  I spoke to Amanda today and was informed to speak with accounts receivable She made incident reports and this is what I have:
  Pods Amanda
  $100 reversal XXXXXXX refund
  $88.31 authorization XXXXXXXXX
  $100 grift XXXXXXX
  Pods
  Authorization screw up $100
  #XXXXXXXXX processed yesterday
  I can not call in to the incident department and they have not contacted me.
  Amanda promised me the reversal of the accidental $100 they debited
  She also promised I would receive the $84.91 for the pro rate and the extended me $100 more to apologize for the trouble they caused me.
  She also said she took me off the autopay.
  I should have been removed from that as soon as I returned the Pod!
  I want this resolved now!
  They take your money quick but to return it is quite another long arduous and ridiculously stupid annoying process.
  I am stressed to the max and will never do business with these crooks ever again
  Like I am some kind of monkey in the middle?

  

  Business Response

  Date: 08/23/2022

  Consumer Response /* (2000, 8, 2022/08/23) */
  This response was taken verbally by BBB:
  
  Pods has refunded money owed plus $100 extra. I am satisfied and wish to close my complaint.

• Initial Complaint

  Date:08/10/2022

  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.

  On June 17th, I called PODs to schedule final pickup of the empty POD with 8 days before my 30 day window which is more than what they tell you on their website. Due to their scheduling issues, the pickup was scheduled for 7/8/22. This was passed the 30 days where I would be charged another month rental. The rep filed paperwork and gave me an incident # which would insure that I would not be charged for that month since it was a POD scheduling issue. I was charged on 6/26/22 for another month. I have called numerous times and talked to their reps who all said that it was a 'no brainer' and I should be refunded. It was elevated to Cretia G. who I never heard from and left at least 9 messages. I never once got a response. I finally see that they filed a refund on 8/8/22 but it is not for the full amount. They say they can not refund the insurance charge. But I was wrongly charged for this extra month. I should be refunded the total of $282.72.

  

  Business Response

  Date: 08/12/2022

  Consumer Response /* (2000, 6, 2022/08/11) */
  PODs finally refunded the full amount. Took this long and filing complaints on FB and Google for them to finally respond.

• Initial Complaint

  Date:08/10/2022

  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 ordered a POD as part of my military move in **** of 2022. My move has been noted as part of a military move since day 1. Upon completion of my move, PODs has been "unable" to retrieve my "full weight ticket" which they charged me for in July of 2022. As a consequence, I am unable to file my military move reimbursement claim unless I can submit an empty and a full weight ticket. I have the empty, but PODS has yet to produce the full one.Every time I've called at (least half a dozen times), I've been given the run-around that it's "in progress". or "you should hear back in a few days/weeks". They said there is no one they can escalate me to and no other numbers for me to call.It has now been more than a month and PODS has yet to produce my weight ticket.

  

  Business Response

  Date: 08/23/2022

  I am in receipt of your correspondence concerning PODS customer *************************** On 8/23/2022, 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: 08/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  "contact to discuss the issue was initiated with ****************" No, no it hasn't. I haven't had anyone from PODS reach out since this whole drama started more than a month ago.
  
  I have repeatedly called and repeatedly promised the ticket would be sent to me "soon". Most recently, I was even promised to be given the weight ticket by last Friday. Low and behold, no weight ticket, no email, no phone calls, nothing.
  
  If you are unable to produce the weight ticket, the only resolution I will accept is PODS paying for the military move reimbursement I am eligible for that I can no longer file fore since YOU refuse to produce the weight ticket.

  

  Business Response

  Date: 08/31/2022

  On August 31st , 2022 our PODS advocate is currently working on the account and will be providing a status update shortly to **************** as to the progress of the review and the next steps in the process of being able to provide a satisfactory resolution.

  

  Business Response

  Date: 10/03/2022

  On October 3rd , 2022 our PODS advocate spoke with **************** and our PODS advocate is currently working on the account and will be providing a status update shortly to him as to the progress of the review and the next steps in the process of being able to provide a satisfactory resolution

• Initial Complaint

  Date:08/10/2022

  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.

  PODS IS INTENTIONALLY MAKING IT WHERE THERE IS ALWAY A DELAY IN GETTING A POD SCHEDULED FOR REDELIVERY SO YOU HAVE TO PAY FOR ANOTHER MONTH. TRIED AND TRIED TO GET A DATE AND EVEN TRIED SCHEDULING OVER A MONTH IN ADVANCE AND EARLIEST DATE GIVEN WAS 2 MONTHS AWAY. CALLED AND THEY SAID THAT WAS ALL THEY COULD DO. ALSO FINALLY GOT MY POD DELIVERED AND TOLD THEM DO NOT SET IT ON THE NEWLY PLANTED ***. CAME HOME AND IT WAS SET ON THE *** AND MY GRASS TORE UP. CALLED PODS AND THEY SAID I HAVE TO FILE A CLAIM. I DID AND HAVE NOT HEARD BACK. HAVE CALLED AND TRIED TO GET AN ANSWER, HAVE EMAILED, AND MESSAGED ON ******** TO NO AVAIL.

  

  Business Response

  Date: 09/09/2022

  We are in receipt of **********************' complaint. On 9/9, ********************** and a PODS representative were in contact to discuss the complaint and documentation was both requested and received. The complaint and subsequent documentation is currently under review and we hope to resolve the issue within the next week. ********************** was provided the direct contact information for his representative, should he want to discuss further in the interim. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17895649
  
  I am rejecting this response because: I have not received a satisfactory solution as of today. I have emailed back to all questions/responses asked of me, but once again, I am being ghosted. I am ready to have this resolved and moved forward but PODS wants to keep dragging it out!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/03/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*****************************. On 9/19/2022, a ********************** representative and Customer reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim. On 9/26/2022, the refund was completed, satisfactorily resolving the issue.

• Initial Complaint

  Date:08/10/2022

  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 purchased storage/transportation services for a POD from ******* to *********. I hired my own movers to get my things in the **** PODS cancelled my storage delivery to my apartment building the day before it was assigned to be delivered. I had to schedule the moving elevator weeks before this occurred. Due to this, I had to pay movers an extra $800 to transport my entire apartment over an hour away - to the PODS facility, instead of in my apartment loading dock that I had reserved weeks ahead. I was given no financial restoration. Now my POD is moving - I called a week ago to ensure my entire apartment would be delivered via POD before noon to *********, so my movers would be scheduled in the correct 3-hour time frame. PODS texted me today at 7pm saying they would deliver it between 10am-1pm (tomorrow). I checked the website and it said 1:30-4:30pm. **************** has no idea which one is correct. My entire apartment is within a storage container that no one has an idea what time/where it will be. All my belongings I've accumulated over the last 10 years are in a POD that I cannot reach a manager to ensure their safety. **************** members are very nice but have no idea what is going on. Do not trust these people with your goods. They lock you into a large contract and offer no assistance while they transport everything dear to you. Contract PDFs available.

  

  Business Response

  Date: 09/01/2022

  I am in receipt of your correspondence concerning PODS customer *************************. Account review confirms ************************ concerns were address and was provided compensation for the amount paid to the movers for his initial loading 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 ******************** 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.
  

• Initial Complaint

  Date:08/09/2022

  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.

  I moved into a new house and can't get my stuff delivered from PODS they keep postponing delivery date. I was supposed to have 3 PODS delivered full of my stuff, one a week from July 9 - July 22. The night before scheduled delivery they call and tell me it's not coming and they reschedule a week out. They've done this 4x, they eventually rescheduled my PODS for Aug 11 - Aug 25, one a week. Today I went on their website to review my order and they changed it. Website said they would deliver 2 PODS on the 11th and none on the 25th. They were aware I can only fit one POD in driveway at a time. So I called today to fix it but I'm far from certain they resolved the issue. Meanwhile I'm in an empty house w no furniture, sleeping on an airbed. I have a small business and all my merchandise is in a POD so I can't sell anything and I'm losing income. And I'm spending $ on things I already own but are held hostage in my PODS in ******** *****. I also have labor lined up to unload the PODS and it's messing up their schedule as well. Labor is a local mover who warned me others have been having same issue w PODS holding their stuff against their wishes. There seems to be no way to get my stuff from them before they are ready to bring it but once it arrives I do not expect to pay full price for the service. They offered me $200 off a $900 bill and it isn't enough. They didn't fulfill their end of the agreement. I'm not behind on payments and don't owe them any money. They are holding my stuff hostage tho in 3 PODS.

  

  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. At this time, she has been advised to reach her Specialist directly with any further information or documentation she would like to include in the review. 

• Initial Complaint

  Date:08/09/2022

  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 hired PODS Inc to move my belongings from Reno Nevada to Santa Clarita California. They sold me a heavy duty lock and overcharged for it and it wasn't heavy duty and the key broke off in it and they refused to issue a refund. They also never advised me about 12 foot trailers and when I asked I was told that size wasn't available for my location which makes no sense whatsoever. I contacted them to change the date of the pick up and they changed it and I signed the new paperwork. I received a call that they were on their way and I said no I changed the date to July 23rd. Well nobody picked up the pod. When I called to find out why I was told someone went to the house to pick it up and was told no which is a lie because before I left nobody came out and after I left my boyfriend said nobody came out. On top of that they refused to deliver it the day I requested. I will not recommend them to anyone ever!! Horrible experience and horrible company!! I would like to be given a refund for some of the money due to these problems and lies from them!! Not one person has tried to apologize or fix the issues!!

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/12) */
  I am in receipt of your correspondence concerning PODS customer, ****** ********. On August 12th, 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.
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I should be given a discount on what I have already paid them and continue to pay them. They need to refund me at least half of what I paid. I won't ever use them again or recommend them to anyone!!
  
  
  Business Response /* (4000, 9, 2022/08/26) */
  Our PODS advocate has been in email communication with Ms. ******** and also attempted to reach Ms. ******** by telephone on August 25th, 2022 in order to discuss her claim and work on a resolution.

• Initial Complaint

  Date:08/08/2022

  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.

  I have contacted customer service three times to correct my account. I was then connected to a supervisor who assured me that the issue was fixed and I would get an email confirmation with my scheduled dates. No email as of yet and my online account still shows no scheduled dates and too many PODS on my order. All customer service tells me is that my account is messed up and they have to submit everything manually. But nothing ever changes. I would like someone to contact me to get this straightened out. With spending this much money, I would at least like some actual assistance.

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/12) */
  I am in receipt of your correspondence concerning PODS customer, ****** *****. On August 11th, 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.
  
  
  Consumer Response /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Initial contact was made by a PODS customer care individual asking me to explain my issue. But I am still waiting to get a response back.
  
  
  Business Response /* (4000, 9, 2022/08/22) */
  Our PODS advocate spoke with Ms. ***** and worked to have the account scheduling completed. Ms. ***** was provided the order confirmation and confirmed it was correct. PODS considers that the matter has been resolved amicably.