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.

close

Find a Location

PODS Moving & Storage has 227 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS Moving & Storage

  6718 W. Plank Rd. Peoria, IL 61604

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  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:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a pods at my house 11/7//2021 just to put my house furniture in while my house was being remoled and I took ins on the pods because all my stuff was in it.when we unloaded the pod my mattress was wet about four inches from the bottom, called pods they ok no problem just need pictures of the damage I sent all that they assigned me a case mgr name Tia T. long short nines months later still they won't honor the request for a hundred dollars towards my replacement very dissatisfied with the way they get by with treating a customer that way hope you can help pods in Clearwater Florida my name is ***** ******* servarl attempts to talk to Tia and all I got call in 48 to 72 hours thank you so much for your help XXXXXXXXXX

  

  Business Response

  Date: 08/31/2022

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. On 8/31/2022, a ********************** representative and Customer reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim. We are currently awaiting return of the documentation to enable the credit and once returned, the refund will be completed, satisfactorily resolving the issue.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ****************** may have endured. PODS Enterprises, LLC prides itself of its quality customer service and I regret that ****************** 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:08/01/2022

  Type:Sales and Advertising 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.

  We moved from California to Florida and used PODS to transport our belongings. The original problem was that the POD was scheduled to be picked up from our residence in San Diego and because it wasn't moved as promised, we were fined 277.00 by the City of San Diego as it was blocking their access to utilities. Case #XXXXXXX was opened 3/14/21 to obtain reimbursement from PODS for the fees we paid. The subsequent problems began when we called to have the POD delivered to our new home in Florida. We were promised that it would be delivered 4/28/22 and picked up 5/2/22. During this call, we attempted to log onto our PODS account but couldn't access it, getting a "404" error. The representative, Laura #XXXXXX, assured us it was just a temporary glitch with the website and that we were scheduled. We attempted to access our account repeatedly for weeks prior to the scheduled delivery but couldn't. The POD wasn't delivered on 4/28/22 and PODS rep "Deborah R." submitted Case#XXXXXXX. She also opened Case#XXXXXXX to contest the additional charges billed us by PODS for their non-delivery. We called PODS and were told that the pickup had to be hand written and that they would reschedule for 5/5/22. The POD wasn't delivered on 5/5/22. On 5/9/22 we spoke to "Mary" at PODS who was able to tell us that our belongings were in Tampa at 33619 and she called and directly spoke to Emilio, Asst. Marketing Mgr who said that he would have the POD delivered the next day. It was delivered on 5/10/22 and picked up by PODS 5/13/22. I was contacted by Delores in the Collections Dept. to whom I explained that we were still unable to access our account and that we had left repeated emails and calls to "Lyle W." who wouldn't respond. She escalated us to "Olivia", Customer Service Tier 2, who said that Lyle W. was the only one who could correct our account. We continue to call and document the attempts to resolve this issue but no one from this "Lyle W." department responds

  

  Business Response

  Date: 08/08/2022

  I am in receipt of your correspondence concerning PODS customer, *******************. On August 5th, 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: 08/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  PODS did email us on 8/5/22 but our response was an auto generated email saying that she was out of the office until 8/8 but would get back to us within 48 hours of her return. Finally on 8/12 we received a generic response (not requesting any further information) that the account was under review.
  As of today, we are STILL unable to access our account online. We need to have the following:
  1. Reverse the monthly rental charges from Invoice PODS000881847 4/30/22-5/30/22 as we shouldn't have been charged for PODS lack of delivery.
  2. Refund us the ***** charged to our credit card from Invoice PODS ********* 4/30/22-5/30/22 contents protection as we shouldn't have been charged for PODS lack of delivery.
  3. Refund us the ****** paid to the ***************** (a copy of that notice was already sent and acknowledged as received by PODS)resulting from PODS neglect in not picking up the *** as promised
  4. We would appreciate (and find it minimally compensatory!) to have the redelivery fee of ****** credited to our account, as well.
  5. Additionally, we ask that our account be corrected to zero balance owing and any negatives erroneously reported to credit agencies be immediately corrected.
  Regards,
  *******************
  

  

  Business Response

  Date: 08/18/2022

  ************** accepted the settlement offer that was presented. PODS considers that the matter has been resolved amicably.

  Customer Answer

  Date: 08/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  While we did receive a credit on our credit card statement, we were guaranteed a statement in writing, mailed to the address given to the representative "********" who proposed the settlement. As we are still unable to access any records of our account with PODS on their site, we need to have written assurance that this fulfills any monetary obligation to PODS, and that our account is not only paid in full, but any negative credit reporting done by PODS has been corrected.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/08) */
  I am in receipt of your correspondence concerning PODS customer, **** *****. On August 5th, 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.)
  PODS did email us on 8/5/22 but our response was an auto generated email saying that she was out of the office until 8/8 but would get back to us within 48 hours of her return. Finally on 8/12 we received a generic response (not requesting any further information) that the account was under review.
  As of today, we are STILL unable to access our account online. We need to have the following:
  1. Reverse the monthly rental charges from Invoice PODSXXXXXXXXX X/30/22-5/30/22 as we shouldn't have been charged for PODS lack of delivery.
  2. Refund us the 49.95 charged to our credit card from Invoice PODS XXXXXXXXX X/30/22-5/30/22 contents protection as we shouldn't have been charged for PODS lack of delivery.
  3. Refund us the 277.00 paid to the City of San Diego (a copy of that notice was already sent and acknowledged as received by PODS)resulting from PODS neglect in not picking up the POD as promised
  4. We would appreciate (and find it minimally compensatory!) to have the redelivery fee of 159.44 credited to our account, as well.
  5. Additionally, we ask that our account be corrected to zero balance owing and any negatives erroneously reported to credit agencies be immediately corrected.
  Regards,
  **** *****
  
  
  Business Response /* (4000, 9, 2022/08/18) */
  Ms. ***** accepted the settlement offer that was presented. PODS considers that the matter has been resolved amicably.
  
  
  Consumer Response /* (4200, 11, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While we did receive a credit on our credit card statement, we were guaranteed a statement in writing, mailed to the address given to the representative "Samantha" who proposed the settlement. As we are still unable to access any records of our account with PODS on their site, we need to have written assurance that this fulfills any monetary obligation to PODS, and that our account is not only paid in full, but any negative credit reporting done by PODS has been corrected.

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 17858483
  
  I am rejecting this response because:

  Today I was contacted by your collections department representative who stated that we owe PODS for services.  I explained that I was contacted last August 18, 2022 by your ******************** representative, "********" who offered us a $600 for all of the aspects of non-performance delineated in our BBB complaint, promising that our account would then be correctly accounted as Paid In Full.  The representative from Collections then "escalated" my call to *************************** who said that we had to pay $373.43 or the account would be sent to an outside collection agency. I explained that "********" had already resolved/closed this account and that it was fraudulent to then reneg and attempt to collect. She then put me on hold and said that they would credit the monthly rental part of the invoice as it wasn't picked up when promised but we would have to pay the delivery fee.  She then sent me a copy of the full invoice from 5/16/22 followed by another invoice (which stated the *** was rented in ********, which it never was) which reflected a credit of $263.94, NO PAYMENT DUE. ******* then called and said we now owed ******. I explained that ******** had already accounted for all charges by *** and that her settlement agreement reflected that. ******* then threatened again to send the account to an outside collection agency. I have now filed complaints with the ******* ************************** noting that I am a senior citizen. I also filed a complaint with ******* ********** of *********** and Consumer Services. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/15/2023

  On February 9th, 2023, our PODS advocate spoke with ************** to address her concerns as to why there was a balance showing on her PODS account.    On February 10th, 2023, ************** was notified that a credit would be applied to clear the balance showing on her account and once that occurred a completed PODS account statement would be forwarded for her review. 

  Customer Answer

  Date: 02/17/2023

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

• Initial Complaint

  Date:07/30/2022

  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.

  In February of 2022, I ordered a POD to be delivered to my mother's residence as she was relocating to Fort Worth. The POD was delivered on time and within the delivery window and was picked up 2 days later as scheduled. I paid a monthly storage fee as my mother's home was not done being built and was told to contact PODS in the future so that her POD could be delivered to her new residence. In early July 2022, I contacted PODS and requested delivery of my mother's belongings on 7-29-22. On 7-28-22, I received an email stating that the POD would be delivered on 7-29-22 between 1:30-4:30 pm. The POD never arrived, so I contacted PODS at about 7:00 pm to inquire about the delivery. I was told by the customer service representative that they had reached out to the storage facility and found that the assigned delivery driver was out sick, but that they would have someone come and deliver the POD that same evening. I never received a call that night to inform me if the driver was on their way. On 7-30-22, I contacted PODS again because the POD had still not been delivered. I was told by the customer service representative that they could not get a hold of anyone at the storage facility but that they left a message for them to contact them. I asked if there was a number that I could contact the facility directly and was told that I would have to search online to see if one was available. I was told that I would get a call back in about 30 minutes to an hour. I never got a call back. A few hours later, I contacted PODS again. I was told that the POD was on the delivery schedule for that day (7-30-22), between 1:30-4:30 pm and was guaranteed that it would be delivered within that timeframe. At 5:00 pm, still no POD. I contacted them again and spoke to a customer service representative who tried to contact the storage facility but received no response and said that she would send them an email and call me back "IF" she got a response. I am still waiting.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/13) */
  I am in receipt of your correspondence concerning PODS customer ***** *******. On August 13th, 2022, contact to discuss the issue was initiated with Ms. ******* in order to address her concerns and work on a resolution. In the meantime, she has been advised to reach out to her specialist directly with any further questions or concerns should they arise.

• Initial Complaint

  Date:07/30/2022

  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 reached out to Pods for 2 units in March. A few days before they were scheduled to arrive in April, I checked in. They couldn't find my order. I ordered 2 more, but was not able to meet my original date. I rescheduled loaders, then without contact, 2 pods showed up on my original date, but I had already rescheduled loaders, so this inconvenience costed me more money. Now, fast forward to when they are scheduled to pick them up from my new home. They arrive and picked up only one. I spent 2 weeks calling every day, trying to get the last one picked up. I had neighbors asking me to move them and our HOA contract us. Such an embarrassment for a new person in the neighborhood. This doesn't even touch the amount of time I spent on the phone. It averages an hour each call, and typically 2 different people and at least one call drop, so then you have to start over, you can not get a direct call number to resolve anything. It is now almost August, and I am trying to resolve a billing discrepancy. I was over charged. At this point, they should be paying me for my time. I spend about 3-4 days a week and 2-3 hours a day trying to resolve my issues. They transfer me to a voicemail and I leave a detailed message and never hear back. I tell everyone I speak with and they all say sorry, but no one on the phone has the ability to help, they pass you on, then I get disconnected, start over or voicemail. I am over this. I have received one callback, but I was on a business call. They didn't leave a message for me to do anything, I just call the number back, but it was a general line for me to start over.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/08) */
  I am in receipt of your correspondence concerning PODS customer, ***** *****. On August 5th, 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, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because I have still not received a call pertaining to my billing issue. The last lady I spoke with, over 3 weeks ago, indicated that she was unsure of the changes. I will not be happy until they are removed.
  
  
  Business Response /* (4000, 9, 2022/08/15) */
  On August 15th, 2022, our PODS advocate spoke with Mr. ***** to provide a status update of where we are in the review process and what next steps to expect so we may be able to provide an acceptable resolution.

• Initial Complaint

  Date:07/30/2022

  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 promised that my storage unit would be safe and secure in a temperature controlled climate. After getting my unit back, I opened it up to find mice droppings. A good majority of my belongings are going to have to be thrown away, and it's very upsetting when I trusted PODS to have a safe location for my stuff.

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/05) */
  We are in receipt of the initial correspondence concerning PODS customer, ******* ******. Though we did not identify a cause of loss, various attempts have been made to reach Ms. ****** via phone & email, though unsuccessful. Should Ms. ****** choose to discuss further, she may reach out to the individual representative assigned to review the case.
  
  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 Enterprise, LLC prides itself of its quality customer service and I regret that Ms. ****** feels she experienced anything less. We sincerely apologize for any instance where an individual is not completely satisfied with a PODS experience. When notified of less than satisfactory experience, we endeavor to review the processes that gave rise to the feedback and take appropriate measures to address their comments.
  
  
  Consumer Response /* (3000, 7, 2022/08/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I appreciate PODS moving and storage trying to resolve this issue by reaching out, I have not been able to respond to them and move forward with the claim they started. I have attempted to both reply back to emails and contact the person they assigned to me through phone/voicemail, but emails will not go through and come back as returned as well as voicemails going unanswered.
  
  I truly believe that after going through and spending the time and money to get rid of most of my items in my unit has been substantial enough to follow up on this. I would like to be able to submit my photos of mice droppings at the very least, but since my attempts at replying back to the claim haven't gone through/been answered, I don't see this as an acceptable response from the business back.
  
  
  Business Response /* (4000, 9, 2022/08/25) */
  We are in receipt of the additional correspondence concerning PODS customer, ******* ******. On August 15th, 2022, PODS Executive Resolution Specialist made contact with Ms. ****** to discuss the details of her claim. Though we were unable to establish the origin of the loss, a goodwill gesture was offered, and accepted by Ms. ****** as settlement. Please allow 3-5 business days for the funds to post to the financial institution. With receipt of this correspondence, PODS considers this matter resolved.

• Initial Complaint

  Date:07/30/2022

  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 recently used PODS service to move our family from Austin, TX to Denver, CO. Our move began on 5/20/2022 when the POD picked up from our house with all of our things in it. We finally found a house to purchase in the Denver area in early July so we called to have our POD delivered only to be told that it could not be delivered to our address (in a suburb of Denver). 2 Customer Service reps I spoke to told me that my only option was to come down to their storage facility and get our things. I called back a third time and it turns out we just needed to have our POD moved to another facility and then delivered. Extra $600 charge for that which was not estimated upfront, but we wanted out things so we paid it. Our POD arrived on 7/21/2022 (after being rescheduled once without letting us know). When our PODS arrived and we opened it, we quickly began to realize some of our things were broken. As we pulled more of our stuff out, it was apparent something major had happened to this PODS. Something that could have split the 2-inch-thick solid wood top of a $4000 dresser. More than half of our things are completely broken. Heavy duty plastic crates had their tops shattered along with all the contents inside. The force of the impact was so strong that it cracked a solid cast iron frying pan in half. We've contacted PODS numerous times since then. We were told an insurance adjuster would reach out to us in 72 hours. That was 8 days ago. Calls are now not getting returned and I fear my only option will be to hire a lawyer and sue PODS. This is not something I want to do, but I will if I have to as PODS seems to be acting in bad faith here.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/13) */
  I am in receipt of your correspondence concerning PODS customer *** ******. On August 1st, 2022, a contents protection claim was opened on behalf of Mr. ****** in an effort to review his claim of contents damage. As Mr. ****** had coverage with our third party provider Unirisc, Unirisc will be handling the review and claim fully. In order to proceed, he will need to direct any questions or concerns with his Unirisc specialist directly.
  
  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.

• Initial Complaint

  Date:07/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my Pod to be shipped from ******* ***** ** XXXXX, that part of the process was fine. My issue is Pods charged my card 413.05 for the remaining balance due without my knowledge. As someone whose on a fixed income I can't afford this. I have no problem setting up a payment plan. However, that option wasn't even discussed me, I don't believe Pods ever reached out to me to settle my final invoice. They just charged my card and now I am out 413.05. I still have other bills to pay that are more important than pods at the moment.

  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/02) */
  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.

• Initial Complaint

  Date:07/29/2022

  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.

  Our PODS delivery arrived two days later than scheduled - forcing us to incur additional moving expenses. I tried in good faith to get a customer service resolution to the issue, but PODS stopped responding to my emails. I filed a credit card dispute for the additional amounts incurred, which AMEX adjudicated in my favor on 6/23.PODS is now trying to collect on the chargeback amount and threatening to send my account to a 3rd party collections agency despite the fact that I made multiple efforts to solve my case with their customer service group and received no response.

  

  Business Response

  Date: 08/09/2022

  *************************
  Trade ************************************************************** Box 7950
  **********, ** 33758-7950
  
  RE: ********************* (CID 162071147)
  Complaint #: 67532047
  
  Dear ****************:
  
  
  
  I am in receipt of your correspondence concerning PODS customer ********************* On July, 30th, 2022, contact to discuss the issue was initiated with ************** in order to address his concerns and work on a resolution.
  
  
  

  Customer Answer

  Date: 08/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It has now been three weeks since I was advised on 8/2 that PODS was "finalizing their investigation." I have asked for updates multiple times with no response. The communication and resolution continues to be poor.

  

  Business Response

  Date: 09/09/2022

  RE:      ********************* (CID 162071147)
                         Complaint #: 67532047
  
  Dear ******************:
  
  I am in receipt of your correspondence concerning PODS customer, **********************  On 8/2/2022 & 8/10/22, attempts made to reach out to ************** to discuss his concerns, however unsuccessful, and voicemails were left.  

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17895280
  
  I am rejecting this response because:
  

  I was not contacted on 8/10 and have no voicemail. I reached out to PODS on 8/10, 8/19 and 9/6 per emails attached. It is beyond ridiculous that PODS refuses to just stop attempting to collect on my legitimate chargeback and instead has dragged out this interaction for almost 5 months at this point. It has now been 41 days since their last substantive response. I can't imagine the damage of negative reviews + all of their employees' time collectively wasted on this endeavor is worth the dollar amount in question.  I again request that PODS mercifully allow our business to be concluded.

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

  

  Business Response

  Date: 09/22/2022

  *************************
  Trade ************************************************************ Box 7950
  **********, **  33758-7950
  
              RE:       ********************* (CID 162071147)
                         Complaint #: 17895280
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, *********************. Contact has been made with ************** to discuss his concerns and work on a resolution. 
  
  

• Initial Complaint

  Date:07/29/2022

  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.

  June 8th, 2022 - contacted PODS about using their services for a move from CO to WA. My husband and I had just gotten married and he is active duty in the army so the army moved him from TX to WA and I was arranging the move for mine and my daughter's things. When the agent asked for my redelivery address I told him that we didn't have an address yet because we were still waiting to hear back from on-base housing, and if we didn't get a house on-base then we would be looking to rent off-base. He said that was fine and just to give him a zip code near base so I gave him the Tacoma zip code. He said just to call and update PODs with our address/zip code for redelivery once we got it. Not once did he go over the part of the agreement that said anything about acknowledging that the company may not service the zip code.
  
  June 28th - after our POD had been picked up in Colorado (on the 25th) and we were already in WA, staying in an extended stay hotel, I called to update PODs with our address of the home off-base that we were going to be renting. After giving them our address the agent said they don't service that zip code and we would have to pick up our things from the storage facility over an hour away from our house. This was VERY distressing because my husband had ruptured his bicep and was having surgery on 8/3/22 so we were unable to move ourselves. He offered to put in a request for an extended service and said I would get a call from a supervisor within 72 business hours. I did not receive a call.
  
  June 30th - called to check on the progress and the agent stated the request for extended service was never filed and that he would do it and I should, again, get a call within 72 business hours. I got an email 2 days later saying the extended service request was denied.
  
  July 1st - asked to speak to a supervisor, which was refused, and told I could file a dispute, which I did. I also confirmed pick up for the 15th and we had to hire a 3rd party moving company.

  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/11) */
  I am in receipt of your correspondence concerning PODS customer **** *******. On July 28th, 2022, contact to discuss the issue was initiated with Ms. ******* in order to address her concerns and work towards a resolution. During this time she has been advised to contact her specialist directly with any questions or concerns that may arise.
  
  
  Consumer Response /* (2000, 7, 2022/08/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I signed the release and accepted PODS response to the specific complaint, however, I found out through this complaint process that PODS didn't get the empty and full weights as promised, and they hadn't even marked our account as a military move. We are therefore out thousands of dollars if we are unable to get those weights. I will be submitting another BBB complaint if they are unable to resolve this for us. Thank you for your help BBB!

• Initial Complaint

  Date:07/29/2022

  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.

  Hi. I originally planned to move from **** *********** *** in ********* ** to *** ******** *** in ****** *** I rented two containers from PODS. The first (128594BX) was delivered, no problem. Due to life events, I ended up putting the second container (8493BX) into storage with PODS for around 7 months. After tackling the life events, I ended up moving to **** ****** *** in ****** ****, *** In April 2022, I contacted PODS to have them move the container in storage (8493BX) to ****** **** confirming the address and zip code with the agent several times before ending the call. The idea was to have the container delivered, unpacked, and returned to PODS before the May 2022 rental fee hit.
  
  On the scheduled delivery date, I got a call from the delivery driver because he could not locate the address. He informed me that he was trying to deliver to **** ****** *** in ******* *** an address that doesn't exist. The PODS representative had failed to change the delivery city from the original Merced destination to the ****** **** destination. For the move to the incorrect destination, I was charged $664.70 for transportation and $355.00 for delivery, a total of $1,019.70.
  
  I contacted PODS to get a resolution and was given the incident number XXXXXXX and told to contact Craesha G. at XXX-XXX-XXXX and expect a resolution within 30 days. Today is 28 July, three months since the original move request and 2.5 months after contacting PODS and I still don't have a resolution. I've been consistently told that only Craesha can resolve the problem, but all my calls to her go directly to voicemail. The only communication I've received from her is an email from over a month ago stating that she's looking into it.
  
  In addition to the $1,019.70 for the move, I've also been charged $672.30 in storage and $149.85 in insurance for the three extra months I've had the POD and the issue remains unresolved, for a total of $1,841.85. I would like my container delivered & money fully refunded.

  

  Business Response

  Date: 08/11/2022

  I am in receipt of your correspondence concerning PODS customer ***************************. On August *********, contact to discuss the issue was initiated with **************** in order to address reassign his initial report so we could expedite review and work towards a resolution. In the meantime, he has been advised to contact this specialist directly with any questions or concerns that *** arise.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/11) */
  I am in receipt of your correspondence concerning PODS customer ******* ******. On August 11th 2022, contact to discuss the issue was initiated with Mr. ****** in order to address reassign his initial report so we could expedite review and work towards a resolution. In the meantime, he has been advised to contact this specialist directly with any questions or concerns that may arise.

  Customer Answer

  Date: 08/27/2022

  ***Document Attached***
  Since initial email response was received from PODS, no additional responses have been received. All calls still go to voicemail. Issue has NOT been resolved.
  See Attachment/File: Gmail - PODS Report 2335360.PDF

  

  Business Response

  Date: 09/12/2022

  I am in receipt of your correspondence concerning PODS customer ****************************   On September 12th 2022, follow up was sent to *************** to confirm we are awaiting the dates surrounding his containers final services.  He has been advised scheduling of the dates will be finalized by end of business tomorrow and to contact his Specialist directly with any further questions or concerns should they arise. 

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17895302
  
  I am rejecting this response because even though the move was scheduled by PODS, I was charged $2006.09 to my credit card and I have yet to receive reimbursement for all the automatic charges to my card while I been waiting for them to resolve this issue.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/29/2022

  I am in receipt of your correspondence concerning PODS customer ***************************. Account review confirms the container was delivered successfully on September 21st, 2022. On September 29th 2022, **************** was sent an offer in attempt to resolve the matter amicably. He has been advised to return the final documentation to his Specialist in order to proceed with the offer. Should he have any further questions or concerns, he may reach the Specialist directly to address. 

  Customer Answer

  Date: 06/12/2023

  Sorry for my delay. It seems half the year has passed already!!
  
  PODS delivered my items in September of 2022. But in the process of delivering my items, they charged me transportation, storage and delivery charges! I've attached a few relevant files. All these charges were of course automatically deducted from the credit card I had on file with PODS. And this was after I was guaranteed that PODS would take my account off autopay and cover these costs themselves. PODS did offer a sum as compensation, but with these considerable additional charges, the sum offered was insufficient for me to recuperate my expenses from the incident. I tried multiple times to reach ************** but received no response. BBB has been the only method that has forced a response from PODS and I would really appreciate your help in bringing this matter to a complete end.

  It's important to mention that I did not agree to accept the compensation offered or enter into any other agreement with PODS.
  

  
  
  Thanks,
  
  *******

  

  Business Response

  Date: 06/14/2023

  On June 12th,2023, our PODS advocate spoke with *************************** to explain that they would be the new specialist handling the case moving forward involving the previously presented settlement offer and that we would be reviewing the feedback received in order to work toward an amicable resolution.

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 17895302
  
  I am rejecting this response because a resolution has not been reached. I acknowledge the conversation with the new specialist assigned to the case and expect some dialogue in the next couple weeks to reach an amicable solution.

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

  

  Business Response

  Date: 06/15/2023

  In the spirit of providing the best customer experience, a thorough review was completed upon the receipt of ********************** feedback, the issue was reviewed again, and our position remains unchanged.  The amount of the settlement previously offered is what could be presented as a resolution to the claim.    *************************** is aware of the document that would need to be returned in order to move forward with processing the settlement offer.
  

  

  Business Response

  Date: 06/28/2023

  As of this morning, this complaint has been resolved with ***************** 

   Mr. Asgill returned the signed release form accepting our settlement offer, therefore, PODS considers the matter resolved amicably.

  Customer Answer

  Date: 06/28/2023

   
  Better Business Bureau:

  This response was taken verbally by BBB:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************