Complaints

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

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  1209 W Market St Smithfield, NC 27577-3338

• 

  Pods

  4816 Pods Way Chesapeake, VA 23320

• 

  PODS

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  Pods

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

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:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Pod was picked up from Nashville, TN on July 11th, and was told that it would be to me on the 19th of the month. I moved in to my new place on July the 8th and bought an air mattress in waiting for the Pod. I understand that the timeline originally does not make sense, and that is because once originally told PODs was a week out on pickups, when I called the 3rd week in June, the earliest they could get it was the 8th or 11th of July. I had relocated a full week before they were able to pick it up. The lack of communication and the poorly run business aside, I was set up for delivery the 19th. I never received the email of my 3 hour window the night before, so had difficulty scheduling some people to come help me move anything in, but figured I would just call the morning of to see if I might have just missed the email. I call the morning of the 19th, and was told they were not certain why I did not get the email, but my window was that day between 8:30-11:30. I call the 4 other guys that were coming to help me, and as we sit waiting for the call of the arrival I receive nothing. I call back at 11:30 to be told they are not sure where that original information came from, they actually were not sure where my POD was. I get a call the following evening saying it was never actually picked up from Nashville due to an IT error. They tell me the POD is now being picked up on the 20th and to me on the 29th I still have not received any sort of confirmation as to that being true. I have reached out on numerous occasions to try and reach some time of management to attempt to rectify this situation. My most recent call, the girl on the other line transferred me directly to the one who was over my "incident case" left a voicemail and still have yet to hear back. Their inability to properly run a business is only on them, but the fact that everyone else is suffering due to their inabilities is not right. I do not see any reason for me to pay for this experience.

  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/04) */
  I am in receipt of your correspondence concerning PODS customer, **** *******. On August 4th, 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.

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe PODS is defrauding its customers by unilaterally deciding to delay picking up its POD while charging customers for that extended time.
  
  Reading online complaints, it appears this is happening to many customers. I recently moved from Oregon to Arizona. My POD was supposed to be delivered on June 29th, picked up on July 5th. On June 28th they said there weren't able to deliver my POD and would need to reschedule. My POD was then delivered on July 8th, but couldn't be picked up until July 18th. A customer service person (see attached email) reached out to apologize and "make things right". He asked for receipts to reasonable expenses, which I delivered. I also asked that I not be charged for the extra time due to PODs delay. In the following month, he's not responded to any of my emails or phone call. When I tried other customer service people, I get rerouted to him.
  
  I think PODs' practice of charging customers extra for their delays is questionable at the least. The experience is further frustrated by the fact PODs purports to care and is open to resolving the matter. But, the lack of a ameaningful response, makes their delay appear as merely a means by which to get "a little extra" out of many customers across the US by refusing to pick up their POD when originally scheduled and then charging those customers for their delay.

  

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/08/04) */
  I am in receipt of your correspondence concerning PODS customer, ******* ******. On August 4th, 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.
  
  Business Response /* (1000, 11, 2022/08/26) */
  Mr. ****** accepted the settlement offer that was presented. PODS considers that the matter has been resolved amicably.

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/14, we entered into a contract with PODS for one moving container from MA to FL. We were charged $564 plus $4,010.79. PODS was to pick the container up 7/18-7/19. They were to contact us with a pickup time. They did not. They never picked it up. Pickup was rescheduled for 7/21. Never came. Rescheduled for 7/22, AFTER we would be gone from MA, they again, never came. At this point, they charged us a SECOND mileage fee of $4,010.79. Keep in mind they have not driven ANY miles from MA to FL yet, because the pod hasn't even been picked up. We have called every single day and spoken to supervisors, we have been promised refunds of the overcharge AS WELL AS the original charge, have seen NOTHING. Today, I wake up to see a THIRD charge for $4,010.79. No one calls us back, no one helps us. Our pod is sitting in MA and it was supposed to be delivered to us in FL TODAY, 7/28, but now it says it isn't coming until 8 days from now (they didn't tell me this, I logged in and saw it on the website).
  
  We are now out over $12k from PODS - money they STOLE from us - I want a refund IMMEDIATELY as well as our pod with all of our stuff in PERFECT condition.
  

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/05) */
  I am in receipt of your correspondence concerning PODS customer, ****** ******. Our PODS advocate has initiated contact 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, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi,
  
  I do not accept this response. They only had someone finally reach out to me after I left many public comments on their social media - a tactic I don't love, but felt compelled to employ as I had no other way to get in touch with them.
  
  We were promised a refund, but when Corinne from corporate called, she advised us that whomever promised that refund was not authorized to do so. She said she would give us the refund if she were authorized, but that she was not. She did offer to advocate on our behalf but - not shockingly - no one has gotten back to us.
  
  We have consulted with an attorney and can move forward that way, or they can grant us a refund of the $4,010.79 fee and this nightmare can finally be over. At this point, with the money they stole from us and how long it took to get it back, plus not being able to have a debit card to use after I had to cancel mine, PLUS the COUNTLESS hours we spent on the phone fighting for the simple justice of a company upholding their end of a legal contract, I think this is the least we deserve. It is about principles now, and I have heard infinite amounts of stories similar to mine after I experienced it. I want PODS to do the right thing for ONCE and follow through with the refund we were promised - regardless of whether someone should or should not have promised it.
  
  Thanks,
  ****** ******
  
  
  Business Response /* (4000, 9, 2022/08/26) */
  Ms. ****** was presented with a settlement offer in the hopes that the matter could be resolved amicably. We currently await the return of the document from Ms. ****** that will enable the settlement to be processed.

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Honestly this whole process was a nightmare and I would never recommend the PODS service to anyone.
  
  What I was promised:
  - Easy quick scheduling of the PODs I need with an extra scheduled in case I do need it
  - If I don't need it I don't pay for it and it can be picked up again without issue
  - I would be able to load my POD in days and then have it picked up and delivered exactly 10 days from when I'm done filling it to my new location
  
  What I got:
  - Charged monthly rental fees for all three containers BEFORE they arrived
  - PODs filled up in a few days
  - Called PODs and found I was lied to and that the person that sold me on the service should have scheduled a drop off, pickup, delivery, and re-pickup time all the same day I ordered service BECAUSE they have ZERO ability to accommodate a reasonable schedule for picking up to deliver to the new location
  - I called and I called and I called and kept getting promised that it's being put as a priority and trying to authorize a pickup
  - Meanwhile ALL of my memories, household goods, and precious property is sitting in the Arizona heat absolutely getting wrecked by the sun being stuck in a container for ALMOST A MONTH (5/11 dropped off 6/8/2022 picked up)
  - Then they charge you monthly rental prices for each container....which they made me pay even though THEY couldn't accommodate a reasonable pickup time and the slick sales pitch they gave me to get me booked was all a farce. I was forced to go through a dispute process to get a refund of those fees but that took over a month of me harassing them
  
  Overall this process has been painful physically, emotionally, and financially. This is not worth it. Honestly wish I never used them and just downsized and re-bought new. Sensitive electronic equipment and recreational equipment are ruined and honestly unless they're going to give me a significant refund there's no way they're making this right. Beware of this service.
  
  Customer #XXXXXXXXX if you want to make it right..

  

  Business Response

  Date: 09/01/2022

  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.
  
  
  Consumer Response /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I guess they want me to wait while they further review my complaint...
  
  
  Business Response /* (4000, 9, 2022/08/26) */
  I am in receipt of your correspondence concerning PODS customer ***** ********. On August 26th 2022, follow up was sent to Mr. ******** in order to offer a gesture of goodwill in attempt to resolve amicably. Should he wish to discuss further he has been advised to contact this specialist directly in the meantime.

• Initial Complaint

  Date:07/28/2022

  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.

  Date 6/13/2022 Contract with PODS to hold my POD in ******* warehouse for three months. *** was delivered on 6/16/22 and returned to storage 6/17/22 and was supposed to stay in storage in ******* for three months. It was sent to ***** ** instead. When I called to have my POD sent back to my house from ******* to finish loading my house into it they said they shipped it to ** and also said it was there fault. they shipped it back but charged my credit card ******** on 7/6/22. They are refusing to return the money back to me. It has been almost a month now. The specialist that I have been assigned to doesn't return my calls or emails. I just received a reply from an email that I sent on the 6th of July on July 26th that says its still in review - after I was told several times that the money was being reversed and return to me and it would only take four more days that was on July 6th. The money needs to be returned and they need to pay to ship it back down since I initially paid to have it shipped down in the up front fee that i was charged for my August transport to **. I want to receive the refund of ******** for transport ***** ** to CT since I did not authorize it to leave CT yet and I do not want to pay again for the transport from CT to ***** ** since I paid up front for that transport.

  

  Business Response

  Date: 08/05/2022

  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: 08/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  PODs only contacted me by email. This is the email I received on 8/5/22:
  I am in receipt of your feedback via the Better Business Bureau and will be your new point of contact. Your new claim number to be used in all communications is #*******.
  
  If I understand correctly you did not request to have the container shipped to *******. You then requested to have the container shipped back to ***********, however, claimed that you were advised it would be done at no cost. Is this the correct sequence of events?
  
  Upon receiving the email, I replied the same day and have not heard from PODs since.
  Yes as it was pods mistake to Ship it in the first place so there should be no cost to me to have it shipped back and now my pod needs to go to ******* and should be on its way to ******* and I should not be charged for that because I've already paid for everything.
  
  So this issue has not be resolved.
  
  
  

  

  Business Response

  Date: 08/15/2022

  On August 12th, 2022, ****************** was notified the review was still in process. On August 15th, 2022, ****************** was notified that the review had been completed and we were now working on a resolution to the claim.

  Customer Answer

  Date: 08/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is hard to say if I accept the proposed resolution since I have not been made aware of what that resolution is. If it is anything less than what was wrongly charged me, than no I don't except it. They seem to be evading being direct. I was told back in the beginning of July several times on the phone, by different people that the money that was wrongly charged was being reversed and here I am in mid-August with no results.

  

  Business Response

  Date: 08/23/2022

  On August 23rd, 2022, ****************** was provided a status update as credits will be applied to the account in regards to the shipping issue that occurred. We appreciate ********************** patience as we go through this process.

  Customer Answer

  Date: 08/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, they are evading my phone calls and responding to emails with no concrete information. I have no idea what is being done on my account. The Last time I looked the charges had gone up to over **** dollars and my POD has yet to be shipped to **. If they are resolving the issue, they need to be more forthcoming as to what that resolution is and what charges are being reversed. I need exact figures as they have stated they were reversing the issue before, and nothing happened.
  

  

  Business Response

  Date: 08/26/2022

  Our PODS advocate has been in communication with ****************** providing the latest information as to the credits that were provided on her PODS account. We continue to work with ****************** to ensure all issues are addressed and a satisfactory resolution is provided.

  Customer Answer

  Date: 08/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have charged me three times in one month. They have taken the money due back to my credit card to do this. I have not yet received the credit back to my card for the full amount.
  the below email shows what I am talking about.
  
  
  Fri, Aug 26 at 11:32 AM
  
  I already paid the fee for the monthly fee on 7/16- so I should not be charged for July 29th and August 4th - my agreement was monthly, and my due date is August 16th - and then again for September 16th. Also the credit should be sent back to my credit card immediately since it is also in dispute with my credit card company. Please reverse the charge on July 29th and August 4th - The charge should be on August 16th. It is good to see that there is actually some positive movement in this two-month claim. I do not except the resolution as it stands until those items are rectified. T
  
  On Thursday, August 25, 2022 at 06:09:51 PM EDT,
  
  Good Afternoon
  
  
  
  The following credits were applied to your PODS account:
  
  
  
  $5,183.20 for the shipping cost from CT to **.
  
  
  $2,585.44 for the shipping cost from ** back to CT.
  
  
  $50.00 & $53.18 for (2) additional CPO while in transit fees you should not have been charged.
  
  
  
  
  Once the credits were applied to your PODS account they covered the following invoices:
  
  
  
  $349.84 for the July 29th monthly invoice
  
  
  $5,312.22 shipping from CT back to **.
  
  
  $400.27 for the August 4th billing cycle on the new order to ** for rent/contents protection fees.
  
  
  There is currently a credit balance on the account for $1,809.49.
  
  

  

  Business Response

  Date: 09/01/2022

  On September 1st, 2022, our PODS advocate attempted to reach ****************** by telephone in order to help further address her billing concerns. We currently await her response.

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17895628
  
  I am rejecting this response because:
  I have not been paid back for being charged three times in one month.  I have uploaded the documentation that clearly shows I was overcharged.

  I have already submitted the documentation for this three times.   

  I was charged for July on July 16, and on July 29th and then again on August 4th. -  Not sure why I have to ask for this again and again - 

  I am awaiting the complete refund for July 29th

  the prorated refund for July 16th

  I have also asked them to pay September 4ths payment as a show of good faith as they are nickel and diming me all the way to the end - such fraudulent behavior.  I have asked for everything to be put on letter head and signed by someone with power.  I have not received all the refunds due me at this time.  Nor a formal apology for stealing from me and refusing at every step to refund the money since July 1st when I was lied to and told it would be refunded at that time - and then they added over **** more charges which were not mine on to my account.  How are they allowed to be in business?
  *********,
  
  ***************************

  

  Business Response

  Date: 09/22/2022

  ***************** has been presented with a settlement offer in the hopes that the matter may be able to be resolved amicably.

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17895628
  
  I am rejecting this response because: I have yet to receive the credit of 362.13 that was stated sent to my credit card on 9/15.  Once I receive this credit, as I have been lied to in the past regarding reversal of charges, I then expect the payment for September 4th to zero out my account with PODS as they have promised to pay for the month of September.   They will not release those funds until the credit hits my credit card.  I cannot look at my account and see what actually is being done on my account as I am locked out of my account because of the charges still on my account.  This makes no sense to me.  How am I supposed to see what has been done on my account?  I've never met a company so difficult in my life.  They continue to impress me with their lack of honesty by locking me out of my account with them. I have no idea what my account looks like and apparently, they won't let me see it until they credit back funds to my credit card account and the September 4th, 2022 invoice $347.09.has been reversed.  I consider this not resolved. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/06/2022

  ***************** accepted the settlement that was present in regards to her claim. PODS considers that the matter has been resolved amicably.

  Customer Answer

  Date: 10/09/2022

   
  Complaint: 17895628
  
  I am rejecting this response because: on 9/15/22 they stated that they reversed the final fraudulent charge of ****** to send it back to my credit card to zero out the charge.  that charge has yet to hit my card.   They are refusing to do a trace on it. It has been over 21 days. 

  the email below is from pods

  The refunds showing on your account are:
  
  7/5/2022              $169.18
  8/31/2022            $237.71
  9/2/2022              $1,809.49
  
  9/15/2022            $****** chargeback which indicates the funds were removed from PODS by your credit card company and returned to you.
  
  
  The credit of  $709.22 was applied to the balance on your account which had been $709.22. 
  
  I have yet to receive the ****** back to my card.  It has been over 21 days.  I am finally able to log into my account and can see the charges that needed to be reversed off of my account has happened and I have paid my October 4th bill.   
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/13/2022

  We have confirmed with our PODS billing team that ****************** submitted a credit card dispute.   The decision was in her favor and the amount of $362.13 was removed from PODS by Ms. ******** credit card company to be returned to her.   Our PODS billing team advised there is no other process that we are able to do from our end as the money was retrieved by the credit card company.   ****************** would need to reach out to her credit card company as to why they are not reflecting the $362.13 they removed from PODS on her credit card account. 

  Customer Answer

  Date: 10/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although I cannot see the credit on account my credit card company has released the disputed amount and has stated I have no obligation to pay the final amount. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I elected to use PODS over a regular storage facility because of the convenience of the delivery option. Not only were they not able to fulfill that part of the agreement, their lack of organization and communication ended up costing me hundreds of dollars in extra moving expenses, delayed my move in date, caused me and my partner to miss time at work, and was overall a major inconvenience. It has been an ongoing struggle since June 17th to even get in contact with anyone who can help me with my issues. I am trying to get reimbursement for the extra amount I had to pay, $289, for my POD to be in storage due to the company being unable to get it out of storage. Through my own efforts to get information from anyone, I discovered through the landlord of the storage facility that the reason I couldn't access my POD the first time was partly because an employee had quit, and also due to a miscommunication between corporate customer service and the local storage facility. The second time I couldn't access my POD was also due to a lack of communication between corporate and the local storage facility. The only reason I was able to gain access to my POD was through the landlord of the facility, who is not affiliated with PODS, contacting PODs employees on my behalf.
  

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/04) */
  I am in receipt of your correspondence concerning PODS customer, ****** *********** On August 2nd, 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.)
  The issue still has not been resolved. Every response from PODS has been open ended and inconclusive. They have not responded in a timely manner despite my reminding them of the August 15th deadline.
  
  
  Business Response /* (4000, 9, 2022/08/25) */
  Ms. O'Connell accepted the customer satisfaction credit refund that was presented. PODS considers that the matter has been resolved amicably.

• Initial Complaint

  Date:07/27/2022

  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.

  We ordered a pod for 1 month to move 3 blocks. They had to pod to us in 2 days on a holiday weekend. We fill it and call to have it moved and all of the sudden they are backlogged a month? They made it 5 days after my month expires. I believe they did this to scam $400 out of me. I got treated very poorly and it felt like he thought I was a woman so he can get another month out of me. I sincerely can't afford it and told them this. They will not make any exceptions at all. They didn't even return an email like they promised. I just want my stuff moved to my house and for an affordable price. They is no way they went to available immediately to being a month out in a week. Please help me.
  

  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/09) */
  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 scheduling complaint. As we were then able to move the container on July 29th, Ms. ****** confirmed her satisfaction and that she had no further questions or concerns.
  
  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 she experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

• Initial Complaint

  Date:07/27/2022

  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 rented four PODS this summer for my families mover from Alabama to California. The first POD was scheduled to arrive July 25th. Repeatedly PODs comes up with excuses as to why not one of my PODs has been delivered to my home. From Lantern Moth and Gypsy moth paperwork to they just didn't even pick my POD up from my old house. Now we are looking at August 25th. I spend HOURS on the phone with them everyday and my wife does as well. We are sleeping on the floor and they have offered no compensation for anything. We still aren't sure if our furniture is even coming. Every time I call they say its fixed, your POD is coming. But then it shows up for 1 minute as scheduled and then it disappears and we go back in the cue. I have children and they don't need to be in school with no clothes, no furniture and no way to cook. They continue to charge me for storage even though its their fault my POD is still there. Please help a Marine Corps veteran get his furniture.

  

  Business Response

  Date: 08/25/2022

  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 towards a resolution. During this review, he has been advised to contact his specialist directly with any additional questions or concerns, should they arise.

• Initial Complaint

  Date:07/27/2022

  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.

  We placed a long distance move thru PODS to transport a POd from NC to florida ( order #XXXXXXX) where we were moving. We placed our order and our pod was delivered on 06/13/2022. When the we scheduled the delivery we were told to call the week prior to needing it picked up and set that up. I called on 7/10 and was told that we needed it be picked up on 14 July in order to have a guaranteed delivery of July 23. Otherwise the next delivery date was 2 august and that it wouldn't work as I informed the representative that my husband would be gone by then and I wouldn't have any help in unpacking.
  We received a phone call and email on 22 July saying that our pod had been delayed and that the deliver would be 2 august which is 10 days late.
  My husband is a active duty military and unable to stay to help me unload this POD and I have to start work that day.
  When I called to find out why it was delayed and if we could get it any sooner I was told the location of the container was still in NC and it had not been moved at all. The rep I spoke to on 7/22 said she would escalate my concern and someone would reach out to me. I called again today on 7/27 since no one had called me back and was told my pod was in transit but currently in Myrtle Beach, SC and delivery would be 8/4.
  Which is almost 3 weeks after my "guaranteed" delivery date.
  This is not an all acceptable, when you are guaranteed a delivery date and plan your entire move around a delivery date, to receive a phone call the day prior to your scheduled delivery and say it's been postponed 10 days. The pod hadn't left NC someone should've sooner and allowed us to plan the rest of the move around this delivery.
  We went with pods because of the guaranteed delivery and for the amount of money we had to pay for this we should've went with another company.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/04) */
  I am in receipt of your correspondence concerning PODS customer, ***** ****. On July 29th, 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, 2022/08/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have received two emails from a POD representative, one to ask me to verify the account and my husband was the main point of contact, with me being listed as another contact. I responded to the email and received a "I am out of the office until Aug 1." Automated reply. Yesterday on 4 august I received another email from the same representative asking me to verify the PIN number on the account and asked for a proposed solution.
  Again, I responded within an hour of receiving that email to which I received yet another "out of the office until Aug 5 " automated reply.
  No one has actually contacted me with any type of solution or even apology for the lack of customer service and care for our items.
  
  
  Business Response /* (4000, 9, 2022/08/12) */
  Our PODS advocate has been in communication with Ms. **** and obtained additional information for the review in order that we may work toward a satisfactory resolution.

• Initial Complaint

  Date:07/27/2022

  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.

  Customer ID # ********* As of July 6, 2022 we have paid Pods $8,239 to pick up our belongings in ** on July 11 and deliver them to our new home in MD on July 21. We were told just 45 minutes before the pick up window that it wouldn't occur, despite learning on July 12 that the truck had been broken for more than a week and wouldn't have arrived on the 11th. We could've found another way to move our things had we been told when Pods knew. This would have also saved us $2k on an Airbnb. Pick up didn't happen on July 11 and this left us with either paying for an Airbnb or an empty house to "live" in. This has been miserable for my husband and I, two children, and my father. To eat on the floor, try to work, entertain children, and live with only what we could fit into our cars. We can't buy a table or sofa with no guarantees that we'll be reimbursed. We were told pick up would happen July 14; it didn't. Finally it happened on July 25, two weeks after the original date. However, Pods told us on July 26 that they wouldn't be able to deliver our belongings due to weight. We were speechless. We were never advised about weight limits. We chose the number of Pods appropriate to the square footage and number of bedrooms in our home. My husband has been on the phone all day trying to call someone to find a solution. We are faced with either flying to ********* or hiring a moving service, but given the expense of both of those options, we're unable to move forward with either until we know whether or not Pods will refund us our money. However, no one from Pods has responded to my husband's emails or answered his calls on this matter today. My family has truly suffered as a result of Pods' neglect. To pay Pods the full amount and also have to pay to get our belongings out of the Pods and to MD is unacceptable. This is an amount of money that could wipe out a family's savings, or a child's college fund. We need action now or we face significant financial consequences. Please help

  

  Business Response

  Date: 08/10/2022

  I am in receipt of your correspondence concerning PODS customer ************************* and *********************. On August 10th, 2022, contact to discuss the issue was initiated with ****************** in order to address the customer's concerns and review accordingly. He has been advised to contact his assigned specialist directly should he have any further questions or concerns during this time.

  Customer Answer

  Date: 08/11/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Until we are refunded the money we paid to PODS for a job they failed to complete, we will not accept this response. We first provided all of the requested information about our case on July 29, and our request for a refund has gone unanswered since then. And we've subsequently provided the timelines for the many correspondences we've initiated with PODS to various PODS representatives. So hearing yet another "contact your specialist" directive does not give us much assurance. Hope, yes, but not assurance.
  
  And now we have provided our current PODS specialist with receipts for additional expenses we have incurred as a direct result of PODs failing to deliver our belongings to us. We are seeking a refund for services not provided and reimbursement for expenses that could have been avoided.

  

  Business Response

  Date: 08/25/2022

  I am in receipt of your correspondence concerning PODS customer ************************* and *********************. Review of their expenses and compensation request is currently under review with our ********************* They have been advised should they have any further questions or concerns during this time to follow up with their specialist directly.

  Customer Answer

  Date: 08/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is no resolution in this latest response provided by PODs. We still await the refund of all of the money we paid to them for a move that they never provided.

  

  Business Response

  Date: 09/07/2022

  I am in receipt of your correspondence concerning PODS customer ************************* and **********************   Account review confirms that the assigned Specialist is currently consulting with our ******************** in attempt to assist further. During this time, ****************** may reach his Specialist directly for any updates or questions should they arise. 

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17895300
  
  I am rejecting this response because: I reached out to our Specialist for an update on our case and on 9/9 she responded, once again, that as soon as she has an answer or conclusion on our case she will reach out to us. It has been 6 weeks since our belongings were supposed to be delivered by PODS, 6 weeks since we initiated our request to be reimbursed for this transaction that PODs did not deliver on, and 5 weeks since we paid someone else to deliver our belongings to us. We expect a faster resolution to our case, especially given the amount of money we paid and the immediate and clear communication we have shared with PODs about our request for a refund for services agreed to but not delivered upon in addition to reimbursement for expenses incurred due to PODs' negligence.  

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

  

  Business Response

  Date: 10/19/2022

  I am in receipt of your correspondence concerning PODS customer ************************* and **********************   Our records reflect this was resolved with a compensation payment that was submitted on October 17th, 2022. At this time, ***************** and **************** have confirmed no further questions or concerns are present.
  
  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 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. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.
  
  

  Customer Answer

  Date: 10/23/2022

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