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 Moving & Storage

  6718 W. Plank Rd. Peoria, IL 61604

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

  11891 Amedicus Ln, Unit B Fort Myers, FL 33907

  

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:08/05/2022

  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 hired pods to move our household goods from North Carolina to Texas. We rented two 16' pods that were taken from our NC home on 7/14. We were informed they would be transported to Texas for storage and delivered upon finalizing our new home. I contacted Pods early the week of 7/27 and was told the pods were in Houston, Tx and could be delivered on 7/31 and we set up a delivery. I did not receive a confirmation of a delivery time on 7/30 per loss policy, and I contacted the call center where I was informed there was an issue in the NC storage facility and my pods could not be delivered until the week of 8/10. I initiated an incident complaint, #XXXXXXX, and was told that I would be contacted in 24-48 hours. It was a Friday, and I was assured I would hear from resolutions on Sunday 8/1. I called 8/1, and was told that department is not available on weekends. I would be contacted within 24-48 business hours. I called again on 8/3 and was told it could be 72 business hours. I called in 8/4, 72hr, and was told it would be 5-10 business days. The pods were supposed to be rescheduled, but I have no online confirmation nor information about the location of the pods or communication from Pods. I am seeking a refund, delivery, and information.

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/10) */
  I am in receipt of your correspondence concerning PODS customer, ***** *****. On August 10th, 2022, contact to discuss the issue was initiated with Mr. ***** 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 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 /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have spoken on one occasion to clarify the timeline of events, and I am awaiting PODS resolution of my concerns and request for reimbursement of a second rental month as well as partial refunds for the the delay in delivery and communication failure.
  
  
  Business Response /* (4000, 9, 2022/08/26) */
  Mr. ***** has been advised that the review is nearing completion. We appreciate Mr. *****' patience as we move forward in this process to ensure all his concerns are thoroughly addressed so we may be able to provide the most satisfactory resolution.

• Initial Complaint

  Date:08/04/2022

  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.

  Totally Dissatisfied with your company! I have been dealing with your company for a little over 1 month now and to say the least I has been the worst part of my total gut rehab of my home in Tucson. From the start of first billing and delivery - wrong size of Pod, overbilling and double billing, locked out of system, a nightmare trying to add another month due to contractor's delayed, after adding another month your company came that day to pick it up with my belonging in it, and so so much more! Your company has giving me nothing but grief. I can't even talk to any supervisor or manager at anytime. You and your business practices should be totally ashamed!!! When we finish with our project well will be blasting all social media, filing complaints etc.... Myself and my other half are going let the public know what a nightmare experience we have had with your company... You may want to rethink your tag line = "The Best Moving & Storage Idea Ever." - NOT EVEN CLOSE!!!! - YOU can't even do the basics to ensure easy CUSTOMER SERVICE...Have everyone in your company take some classes on how to treat customers - customers who pay their wages! FOR GOD SAKES - it's easy "Just Care" and your company truly does not! ******* A ******* - Soon to be a X-customer of yours forever! ******* A ******* ************ ********@gmail.com Customer Account XXXXXXXXX

  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/16) */
  I am in receipt of your correspondence concerning PODS customer, *** *******. *** *******'s move occurred out of our franchise location in Franklin, NJ. Mr. *******'s account is not owned by PODS Enterprise, LLC, therefore we are not able to respond on behalf of the franchisee. As this account is owned by Cactus Portable Storage, LLC, we request that this complaint be removed from the file of PODS Enterprises, LLC and forwarded to the Tucson, AZ Better Business Bureau. The contact information for Cactus Portable Storage, LLC is:
  
  Cactus Portable Storage, LLC
  Attn: Tommy T.
  6161 S. Palo Verde Rd
  Tucson, AZ XXXXX
  
  Please forward confirmation that this has been removed from our file.

• Initial Complaint

  Date:08/04/2022

  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 Signed up for service in Feb 2020. On numerous occasions I have been trying to reconcile their billling since March of 2021. Most recently I resolved a missing payment with them. They provided an email statement that the account is zero balance and delivered my containers to my new address. However, since they are claiming I owe them more money in the amount of another $500+ dollars after reconciling and providing payment of some $259. However, in March of 2021 when trying to reconcile the billing with them, they could not provide the exact amount of my monthly bill, therefore, I have been sending them more than the monthly requested to make sure there was no payment discrepancies and they not sell my stuff. The monthly I'm told was $389/mo, I've been sending them $440/mo since March of 2021. If charges are still pending, they refuse to apply the overage payments, I have not been able to log on since 2020, I have not received any invoices as well. Currently one of their containers resides in front of my house. It has been impossible to work with them, the hours I've spent on the phone with them now equals days. Was told a higher up was to call yesterday, no call. I'm at my wits end, and what they are doing is illegal after reconciling the account. I've sent my bank payment statements to them twice. The last time in January 2022, they sent me back their billing charges and told me to reconcile the account myself. The statement was so inaccurate and riff with charges, I could not make heads or tails from it. I just want them to pick up their container, and out of my life. I hope you can help to settle this quickly.
  
  ***** *******

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/11) */
  I am in receipt of your correspondence concerning, ***** *******. Due to Mr. *******'s concerns being directly related to the billing, the account is under review with our PODS Billing/Collections department at this time. Upon completion of the review, a member of our PODS Billing/Collections team will reach out to Mr. ******* 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 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 /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been trying to reconcile the billing for my account for over a year starting on March of 2021. I have forwarded payment statements to them twice with no resolution. In fact the last time forwarded my payment statements in April of 2022, they sent back their charges statements to me and told me to resolve the account myself. The billing statement was so full of errors and miscellaneous charges I could not make heads nor tails of the charges/payments received statement. I have been paying more than the monthly required since March of 2021 of $389/mo with a steady monthly payment of $440, as in the 3/2021 call they could not tell me my exact monthly. Those overage payments shuld be more than enough to cover the additional delivery charges. As well, I spoke with a PODS rep on Tuesday, August 9th 2022, who stated my account is in arrears for 2 monthly payments for 7/21 & 8/21 which I have proof of payment. I paid a missed payment of $329 some odd dollars in July 2022, with a email statement from PODS stating the account was in good standing, zero balance, and no further charges other than the delivery charges were required. I do not accept their false litany of how they strive for customer service when this issue has been going over a year and a half. And it takes the BBB getting involved that now they are to action my account and resolve the billing issue...Please. The best they can do is zero the account and we both part ways.
  
  *****
  
  
  Business Response /* (4000, 9, 2022/08/22) */
  Mr. *******'s feedback has been forwarded to our PODS billing team that Mr. ******* is in need of further assistance in regards to billing/payments on his PODS account.

• Initial Complaint

  Date:08/04/2022

  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 had a POD at their warehouse in Queens. I scheduled a pick up date on 6/22/22. I was told that the POD would be available for me to empty from 8am - 4pm.
  
  Their systems were down when I scheduled the pickup, so I was told they did an "off-book" scheduling, which apparently meant a physical record of the appointment, and an email to the warehouse to notify them.
  
  The warehouse either never got the email or never checked it, so when the moving company I hired showed up at 11am on 6/22/22, the POD had not been made available.
  
  The movers waited for over an hour while we tried to get access, which incurred at $100 fee from the moving company. Eventually, I was told that the only way to get access same-day would be to wait until after 4pm. Because of this delay, the moving company charged me an additional $400 rescheduling fee. This brought me to a total of $500 I had to pay the moving company because my POD was not made available when promised.
  
  I was told I could submit receipts to PODS for reimbursement, and when I did, they only offered to reimburse me for $250.
  
  This delay was 100% PODS's fault, and I do not believe I should be responsible for any of the additional fees I had to pay due to the delay in access. I am seeking reimbursement for the full $500.00 I had to pay due to PODS's mistake.

  

  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 Mr. ********** in order to address his concerns and offer resolution. PODS is currently awaiting the final documentation needed in order to proceed with the goodwill offer. In the meantime, he has been advised to reach his Specialist directly with any questions or concerns should they arise.

• Initial Complaint

  Date:08/04/2022

  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.

  1. Used pods for storage in ********** until we have an address in ********. Pods moved our staff from ** to ** without notifying ** ! and changed us money.2. Called multiple times to get our PODS back in **********. PODS told ** that they'll be delivered on July 27,2022 and charges refunded since we did not authorize the transfer of pods. However , delivery was cancelled and instead of refund we were charged again!.3 pods Mlmoved delivery date to Aug 12, charged us again! 4.PODs Send another email stating that they cancelled above delivery again.5. At this point PODs have changed us close to 20k, moved our PODS to another state, and won't bring our belongings back.Multiple phone calls have not resolved anything Case was escalated to a specialist who is yet to call back Feels that they are holding our belongings hostage and exertion us for more money as they continue to charge us "storage fee"My husband called the PODs specialist again today, this time he called ***************************** (who reached out to him via email, prior to that he was trying to reach **** ). No answer. When are we going to get our stuff back? Can you stop charging us "storage" since it's PODS that is not giving us our things back? What it be easier and faster if I contacted my attorney to facilitate the release of our goods?******* Show quoted text

  

  Business Response

  Date: 08/15/2022

  I am in receipt of your correspondence concerning PODS customers *** and *****************************. On August 3, 2022, contact to discuss the issue was initiated with ****************** to address shipping concerns and work on a resolution.

  Customer Answer

  Date: 08/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The contact that was made was through the email,
  There was still no resolution and I've been calling pods and speaking to multiple second tier specialist, almost every other day. As of today, after I've talked to multiple people, our stuff has finally shipped. However, they're still no resolution as to the charges. We were also being charged for a month of storage while pods kept canceling our shipment. Still nothing has been refunded

  

  Business Response

  Date: 08/30/2022

  RE: ********************* (CID 162058340)
  Complaint #: 67533126
  
  
  I am in receipt of your correspondence concerning PODS customer, *********************. On 8/3/22 through 8/30/22, attempts made to reach out to ****************** to discuss his concerns, however unsuccessful, and voicemails were left.
  
  
  

• Initial Complaint

  Date:08/04/2022

  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.

  PODS was supposed to deliver my container to my new apartment on July 7th, 2022. Due to issues on their end, they informed me on July 7th that the container delivery would be delayed due to unforeseen circumstances. This left me with no furniture in a new apartment until they were able to reschedule delivery to July 23rd. I had my family with me from New Hampshire to help me move my belongings the weekend of the 7th, so I had to pay for movers for the new delivery date which was not an anticipated expense. PODS has promised that their compensations department will work towards a resolution, but I received no word from them until I called their customer service line twice. Finally on July 20th I received a single email from a compensations representative, Mya F. to which I responded to on July 22nd. I followed up with a phone call on July 29th and another email on August 3rd, but have yet to receive any further communication from PODS regarding a resolution to the incident which so detrimentally affected my move.

  

  Business Response

  Date: 08/16/2022

  I am in receipt of your correspondence concerning PODS customer ***************************. On August 16th, 2022, contact to discuss the issue was initiated with **************** by his newly assigned Specialist and confirm that an expedited review is underway. In the meantime, he has been advised to reach this Specialist directly with any questions or concerns should they arise.

  

  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 Mr. ****** by his newly assigned Specialist and confirm that an expedited review is underway. In the meantime, he has been advised to reach this Specialist directly with any questions or concerns should they arise.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  In July 2022, PODS botched delivery of my container informing me on the day of delivery that the container would be delayed by over two weeks. The container had all of my furniture, clothing, kitchenware, etc. and I was to be starting a new job after moving over **** miles away from my home just days after the delivery. I was forced to purchase a hotel room for one night for my family who was going to help me move my belongings, I had to buy myself an air mattress to sleep on for the weeks without my stuff, I had to buy clothing for work, temporary kitchenware, and I had to hire movers since my family had to return to their home before my container could be delivered. I dealt with PODS resolutions specialists for months who would continually disappear and not respond to me, so I filed a BBB complaint (********) on August 4th, 2022. On the last possible day that PODS could respond, I was connected with an executive resolutions specialist who promised to refund me $893.47 for the hotel, air mattress, and movers, for which I produced all documentation. On the last possible date I could respond to BBB to reject PODS response, they disappeared again. I resorted to disputing the charge from PODS for delivery amounting to $1367.47, and was credited the money back by my credit card company. PODS sent me a demand letter, to which I promptly responded and was fully willing to work on settling and paying them an equitable amount. They stated they would work with me and opened new incident numbers, but then they never contacted me, and they just sent my account off to a collection agency. I just want the amount to be adjusted to compensate for the financial hardships incurred due to PODS mishandling my delivery.

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

  

  Business Response

  Date: 03/16/2023

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***************************. A review of the issue that gave rise to this complaint is currently underway. *************** has been reassigned to a new PODS Advocacy Representative and has been contacted to advise of the assignment and provide contact information while the review proceeds.  We will continue to work with **************** until the review is complete and will provide details and appropriate resolution accordingly. 

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 17858545
  
  I am rejecting this response because:

  PODS Customer Advocacy Specialist has been in contact with me and is trying to get me to sign a release form requiring me to terminate any reviews outlining the events occurring between myself and PODS during the past 8+ months. In return, they claim they will credit $893.47 (the amount originally requested by myself in August 2022) to my account. However, they have not communicated this potential resolution to the collections agency to whom they released my balance, and they continue to ignore any question I ask about the fact that I no longer have a balance due directly to PODS, so there is nothing to which they can credit unless they communicate this to the collection agency. 
  

  The agency has informed me they have received no updated from PODS, and the Customer Advocacy Specialist will not answer any questions, and is instead only pushing a release form onto me.

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

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 17858545
  
  I am rejecting this response because:

  Complaint: 17858545
  
  I am rejecting this response because:

  PODS Customer Advocacy Specialist has been in contact with me and is trying to get me to sign a release form requiring me to terminate any reviews outlining the events occurring between myself and PODS during the past 8+ months. In return, they claim they will credit $893.47 (the amount originally requested by myself in August 2022) to my account. However, they have not communicated this potential resolution to the collections agency to whom they released my balance, and they continue to ignore any question I ask about the fact that I no longer have a balance due directly to PODS, so there is nothing to which they can credit unless they communicate this to the collection agency. 
  

  The agency has informed me they have received no updated from PODS, and the Customer Advocacy Specialist will not answer any questions, and is instead only pushing a release form onto me.

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

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

  

  Business Response

  Date: 04/04/2023

  Our PODS advocate was in communication with **************** and addressed his concerns about the resolution offered.  We received the sign form from **************** that would enable the customer satisfaction credit to be processed.    PODS considers that this matter has been resolved amicably. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 17858545
  
  I am rejecting this response because:
  

  PODS has not at the current time withdrawn the $1367.47 collection they initiated against me, even though I worked with them and signed a release form, in which the agreement was that the collection would be cancelled, and I would be receiving an adjusted invoice from PODS for $474.00. 
  

  Until this is executed, and my credit score is no longer in jeopardy due to the illegitimate collection initiated against me by PODS, I cannot consider this matter resolved.

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

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 17858545
  
  I am rejecting this response because:

  
  
  I am rejecting this response because:
  

  PODS has not at the current time withdrawn the $1367.47 collection they initiated against me, even though I worked with them and signed a release form, in which the agreement was that the collection would be cancelled, and I would be receiving an adjusted invoice from PODS for $474.00. 
  

  Until this is executed, and my credit score is no longer in jeopardy due to the illegitimate collection initiated against me by PODS, I cannot consider this matter resolved.

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

  

  Business Response

  Date: 04/14/2023

  Our PODS advocate was in communication with **************** and addressed his concerns about the resolution offered.  We received the sign form from **************** that would enable the customer satisfaction credit to be processed.    PODS considers that this matter has been resolved amicably. 

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 17858545
  
  I am rejecting this response because:

  This is word for word the exact response PODS provided last time. I signed the release form on 3/29/2023, and received confirmation from PODS on 3/31/2023 that the form was received, but now I have heard anything since. The collection firm is still trying to collect $1367.47 from me, and PODS has not sent me the adjusted bill as promised.

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

  

  Business Response

  Date: 04/19/2023

  **************** was made aware that we'd pull the case from the 3^rd party collections and that the agreed settlement amount would be placed toward the balance due and any remaining balance would be his responsibility. He agreed to this and understood. He called on 4/17 to confirm the balance he owed and was advised to reach out to Collections to make the payment.

  
  

  Customer Answer

  Date: 04/19/2023

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

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

• Initial Complaint

  Date:08/04/2022

  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.

  When our picking up our empty POD, the driver hit the front of our house causing damage to the wood and shingles. POD driver called me and admitted that he hit the house and this would be taken care of. I received an email from PODs asking for pictures of the damage which I sent. After that all communication has stopped. I cannot get ahold of anyone at PODS that will communicate the status of this claim with me, leaving me no choice but to file a complaint with the BBB

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/15) */
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** *****. A review of the issue that gave rise to this complaint is currently underway. Mr. ***** has been assigned a PODS Advocacy Representative and has been contacted to advise of assignment and provide contact information while the review proceeds. We are currently waiting for Mr. ***** to provide estimates. We will continue to work with Mr. ***** until the review is complete and will provide details and appropriate resolution accordingly.
  
  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 of its quality customer service and I regret that Mr. ***** feels they 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:08/04/2022

  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 contracted with Pods to deliver a 16 foot container for a move on July 1st. We were still in the process of finding a house to buy in the local area and their service asks if the move is more than 50 miles or less than 50 miles. Knowing our move would be less than 50 miles, I entered a potential new zip code. When we purchased a house in the next major metropolitan area, Staunton, 25 miles south of our rural location, I was told that they do not deliver to the entire zip code of the City of Staunton. I was astonished that they can choose not to deliver to entire cities and was never given a reason for the decision, which took 4 days to be decided. I spoke to a service agent on August 1st, who told me that while my request for a delivery "out of area" was being considered, I would not be charged for the monthly rental fee. I was charged the monthly rental fee anyway. After spending an hour on the phone with another agent on 8/4, I was forced to submit another incident report to have those funds refunded and I am in the process of waiting another 72 hours for that decision. I now have to find an alternate mode of moving our things in the pod and wait to be told whether the money I was expressly told wouldn't be charged would be refunded. Frankly I wanted an entire refund since I feel I was misled about where they would deliver and still have no idea why we cannot complete the transaction.

  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/08) */
  I am in receipt of your correspondence concerning PODS customer, ******* *******. On August 8th, 2022, contact to discuss the issue was initiated with Mr. ******* 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 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, 2022/08/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/04/2022

  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 hired PODS to move my household goods to Katy Tx
  The company billed me an additional 353.00 dollars for rental of a POD that could not be delivered with in the time frame due to scheduling issues on their part. When i spoke to the numerous customer associates i kept getting different answers " its under investigation" " it was waived for the month of July" but still no refund. I must have called a dozen times and still got no answer. I asked to speak to a Supervisor and everyone said i can connect you to a more advanced employee and it would never go through. I want my 353.00 dollars refunded to me. There lack of supervision and scheduling and manpower is not my fault that i should have to pay for an extra month. i was more than ready and willing to receive the POD. They had a POD on my property and couldn't pick it up for three weeks after first delivery and wanted to drop off my second POD before they picked up the first one. I explained that i was not allowed to have a container in the street due to my HOA and that they could easily take this one and drop off the other one same day. Once again, i reiterate this situation had nothing to with me being unwilling to work with a company. I was more than willing and ready to do whatever was necessary. I m more than ready and willing to discuss this matter and would like to see this matter resolved in a timely professional manner.
  Thank you
  ******* *****

  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/17) */
  I am in receipt of your correspondence concerning PODS customer ******* *****. Account review confirms that on August 16th 2022, Mr. ***** was contacted to confirm that PODS processed a refund for the monthly rental as a gesture of goodwill. The refund should post back to the credit card on file within 5 to 7 business days. In the interim, he has been advised to contact his Specialist directly should he have any further questions.
  
  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 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.
  
  
  Consumer Response /* (2000, 7, 2022/08/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The business refunded me my money and apologized for the inconvenient situation. Thank you to your organization and the company for responding so promptly

• Initial Complaint

  Date:08/04/2022

  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.

  My complaint is one of their drivers hit 2electric poles across from my house. The tops fell on part of my chain link fence and damaged it. No one came up here and told me what happened. When I called pods they were not very courteous and told me I had to get the police report and they would get back to me,which they did not do. I called again and was told that I had to send pictures of the damage. They still didn't get back with me. Then they said I had to get 2 estimates and I did that,but no one got back to me. It has been over 2 month since it happened and the lady just will not call me back now!! Her name is Memory J******. they will not do anything about it. Could you please help me with this?
  

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/08) */
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** ****. A review of the issue that gave rise to this complaint is currently underway. Ms. **** has been assigned a PODS Advocacy Representative and has been contacted to advise of assignment and provide contact information while the review proceeds. We will continue to work with Ms. **** until the review is complete and will provide details and appropriate resolution accordingly.
  
  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 of its quality customer service and I regret that Ms. **** feels they 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.