Complaints

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

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  Pods

  4816 Pods Way Chesapeake, VA 23320

• 

  PODS

  8701 Fleet Service Dr Raleigh, NC 27617-4801

• 

  PODs of Evansville

  3350 Claremont Ave Evansville, IN 47712-4882

• 

  PODS

  185 Compass Cir North Kingstown, RI 02852-2611

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:03/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Original Order Date:November ******* 2. Paid PODS $3,489.36 + $617.95=Total $4,107.31 [This is just a partial payment for initial delivery of the empty container and pick up of loaded container and transport from ********** to ******* ********]3. Opted for one month storage [which is included in the original contract] of my loaded container in PODS facility in **************** 4. Original date for PODS to deliver empty container in my storage facility December ****** but failed to deliver it on time despite repeated requests for same day redelivery since PODS *********************** warehouse is only 6 miles away from my Extra Space storage facility and was moved to December ****** . I posted my complaint in PODS Moving & Storage ******** page with the attached link to my original ******** account post. ******** account name ****** B. *******. ************************************************************ ************************************************************

  

  Business Response

  Date: 03/24/2025

  I  am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, ****** *******. We have confirmed that the resolution provided to Mr. ******* on March 24, 2025, aligns with our findings during the review process.
  
  To provide context, Mr. ******* was informed on multiple occasionsDecember 10, 2024, December 21, 2024, January 28, 2025, January *******, and March 24, 2025that due to the weight of his container, we were unable to transport it across state lines. He was offered options to either remove some items or transfer belongings into an additional container to facilitate the move. However, he declined to obtain another container and was unable to visit the storage location to remove items. As a result, his container remains at the storage center awaiting further direction from him.
  
  At this time, we are unable to change our position on this matter.Given that Mr. ******* has been provided with all relevant information regarding his concern, we consider this issue resolved.
  

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23070067
  
  I am rejecting this response because this is NOT RESOLVE  yet because I have not receive my container.and it's been [4] months,Those date that they are claiming that they contacted me are the dates I attached my ************* to the comments section of Pods ******** account ******* was documented on my ************* that NOBODY contacted me from Pods. No email,no text,no phone call that is the main reason why I posted my complaint on their ******** account page. This way they might read my comments and somehow would be persuaded to give me a call. But nope they didn't do anything. They only removed and deleted my comments with my ******** link as their response. I noticed that Pods partially blocked my ******** account t& unable for me to make comments and post them in their ********  account. Again I am rejecting their so called resolution that this case is resoved because it's too far from being resolved. My main objective is for  Pods to the contracted job of delivering my container here in *********This container was picked up by their Podzilla truck  [I have the video  on my ********] but the driver did not say anything that my Pods container was heavy and they will use a similar flatbed truck to transport this inter state. So I don't understand why can't they dtrasport and deliver it to me here in *********

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

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23070067
  
  I am rejecting this response because:

   
  
  Dear BBB,
  
  This is my request letter  sent to Pods moving & storage.
  
  Based from your email  Pods was claiming that they informed me through email on those dates but they are lying about that. That is the main reason why I posted my complaint to their ******** account page. I only learned that my container was heavy when Im the one who gave them a call and they as able to speak with Pods associate ****** *****. She told me that she will email ***** the facility manager about my container. Im the one who always the one making the phone call to Pods to check on the status of my container. All those dates that they mentioned are all the dates that I documented on my ******** account page. ********************** DID NOT INFORM ME!!! Please read it in my facbook page  I also attached it on the comments section of Pods Moving & Storage ******** page.
  
  This request letter is for Pods to cover my travel/car rental /hotel  expenses for me to travel back to ********** since this is a direct result of their incompetence and failure to deliver my container in a timely and based on the contracted agreement that we made since November 2******.
  
  Thanks,
  
  ****** *******
  
  ************
  
   
  
  Subject: Request for Reimbursement of Expenses Due to Container Delay
  
   
  
  Dear PODS  Advocacy Disputes and Customer Service,
  
   
  
  I am writing to formally request reimbursement for the expenses for the contracted movers that were present in my storage facility waiting for the Pods Container to be delivered December 5,2024  coincided with my arrival at *** from ************* . But the Pods Container was NOT delivered and was rescheduled for December ******. The contracted movers were not able to perform and fulfill the job of loading the container because the container was NOT delivered.I contracted [referral from a friend through FaceTime phone call] these four movers for $1,485 for four hours [just my approximate time in loading a container]  He told me that theyll finished the job within 4 hours and that theres no rescheduling of the time and day after they are contracted. I incurred this expenses as a direct result of the delay in the delivery of my container, I was so embarrassed that they were there to perform a task but since Pods did not deliver my container, so they were not able to do the job that they were contracted to do. It was during this time that I was on a phone call with ***** from the Pods storage facility in ******* requesting him to redeliver my container on the same day that the movers are presently waiting in my storage facility in *****************. I even told ***** that my storage facility in  ***************** location is only six miles away from Pods Storage facility in ****************** but he did not redeliver my container despite of explaining to him the situation. To my embarrassment I just paid them $1,500.00 Cash.With so much hesitation on my part I just gave them $1,500 Dollars in cash.
  
  
  
  
  I incurred this expenses as a direct result of the delay delivery of my container which remains held in *******, **. Despite my numerous attempts to resolve this matter, the situation remains unresolved, and I have been significantly inconvenienced both personally and financially.
  
   
  
  Due to the unexpected delay, I am compelled to arrange travel to ********** to address the issue in person. If I go to ***** Pods facility in ******* and transfer some of the contents of my container to another container, will there be any additional charge? Consequently, I will incur the following expenses:
  
         Jet Blue Airfare for round-trip travel from *** ******** to *** and ** to *************;
  
         Car rental **** or Budget or Enterprise for local transportation driving from LAX and to ***** Pods facility in *******************
  
         Hotel accommodations during my stay ******** @ ************************************ $139 per night *********** I stayed when I was loading my Pods Container]
  
   
  
  Given the circumstances, I believe it is reasonable to request that PODS cover these costs. I trusted PODS to manage the transportation of my belongings efficiently, and the failure to do so has resulted in both financial strain and unnecessary stress. I kindly ask that you process this reimbursement promptly. 
  
   
  
  I appreciate your attention to this matter and look forward to your prompt response.
  
   
  
  Sincerely,
  
  ****** B. *******
  
  ************
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 04/02/2025

   
  Complaint: ***70067
  
  I am rejecting this response because:

  1:48 PM April 2, 2025 ****** ******* Dear ****** ******, Re: Complaint # *** 700 67 This is my request letter sent to Pods moving & storage. Based from your email Pods was claiming that they informed me through email on those dates but they are lying about that. That is the main reason why I posted my complaint to their ******** account page. I only learned that my container was heavy when Im the one who gave them a call and I was able to speak with Pods associate ****** *****. She told me that she will email ***** the facility manager about my container. Im the one who always making the phone call to Pods to check on the status of my container. All those dates that they mentioned are all the dates that I documented on my ******** account page. That is a complete lie on their part! Pods DID NOT INFORM ME!!! Please read it in my facbook page I also attached it on the comments section of Pods Moving & Storage ******** page. This request letter is for Pods to cover my travel/car rental /hotel expenses for me to travel back to ********** from ******** since this is a direct result of their incompetence and failure to deliver my container in a timely manner and based on the contracted agreement that we made since November *******. Thanks, ****** ******* ************ Subject: Request for Reimbursement of Expenses Due to Container Delay Dear PODS Advocacy Disputes and ***************** I am writing to formally request reimbursement for the expenses for the contracted movers that were present in my storage facility waiting for the Pods Container to be delivered December ****** coincided with my arrival at *** from ************* . But the Pods Container was NOT delivered and was rescheduled for December ******. The contracted movers were not able to perform and fulfill the job of loading the container because the container was NOT delivered.I contracted [referral from a friend through FaceTime phone call] these four movers for $1,485 for four hours [just my approximate time in loading a container] He told me that theyll finished the job within 4 hours and that theres no rescheduling of the time and day after they are contracted. I incurred this expenses as a direct result of the delay in the delivery of my container, I was so embarrassed that they were there to perform a task but since Pods did not deliver my container, so they were not able to do the job that they were contracted to do. It was during this time that I was on a phone call with ***** from the Pods storage facility in ******* requesting him to redeliver my container on the same day that the movers are presently waiting in my storage facility in *****************. I even told ***** that my storage facility in ***************** location is only six miles away from Pods Storage facility in ****************** but he did not redeliver my container despite of explaining to him the situation. To my embarrassment I just paid the Movers $1,500.00 Cash.With so much hesitation on my part I just gave them $1,500 Dollars in cash. I incurred this expenses as a direct result of the delay delivery of my container which remains held in *******, **. Despite my numerous attempts to resolve this matter, the situation remains unresolved, and I have been significantly inconvenienced both personally and financially. Due to the unexpected delay, I am compelled to arrange travel to ********** to address the issue in person. If I go to ***** Pods facility in ******* and transfer some of the contents of my container to another container, will there be any additional charge? Consequently, I will incur the following expenses: Jet Blue Airfare for round-trip travel from *** ******** to *** and ** to ******** Car rental **** or Budget or Enterprise for local transportation driving from *** and to ***** Pods facility in ******************. Hotel accommodations during my stay ******** @ ************************************ $139 per night *********** I stayed when I was loading my Pods Container] Given the circumstances, I believe it is reasonable to request that PODS cover these costs. I trusted PODS to manage the transportation of my belongings efficiently, and the failure to do so has resulted in both financial strain and unnecessary stress. I kindly ask that you process this reimbursement promptly. I appreciate your attention to this matter and look forward to your prompt response. Sincerely, ****** B. ******* ************
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/07/2025

  PODS Enterprises, LLC is in receipt of Mr. ******** rebuttal and appreciates the opportunity to respond. PODS maintains that the resolution provided to Mr. ******* on March 27, 2025 aligns with the findings of its internal review and the communications documented throughout the course of his move.
  
  Mr. ******* was contacted on multiple occasions regarding his container's weight and the limitations it posed for transport across state lines. Outreach via voicemail and email occurred on December 10, 2024, December 21, 2024, January 28, 2025, January 29, 2025, March 24, 2025, and March *******. During these communications, Mr. ******* was informed that the container exceeded weight limitations and was presented with alternative optionsspecifically, the removal of items or the transfer of contents into an additional container. While Mr. ******* states that he was not made aware of this information until he initiated contact, PODS records confirm that outreach occurred through multiple channels. 
  
  Regarding Mr. ******** request for reimbursement of third-party mover fees, hotel, airfare, and rental car expenses, PODS must respectfully decline. These costs were incurred outside the scope of PODS' services and after the customer had been advised of the containers weight issue.Unfortunately, PODS is unable to take responsibility for expenses related to external arrangements or third-party vendors.
  
  PODS regrets that Mr. ******** experience did not meet his expectations. However, the company believes that appropriate communication and resolution options were extended and, as such, considers the matter resolved.
  

• Initial Complaint

  Date:03/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a cross state delivery move. I was given a pick up date of March 3rd with a delivery date to final destination of March 14, 2025. I was charged $2606.48 to move furniture from ************** **, to *******. The driver arrived at my pick up location on the scheduled date and time of March 3, 2025 at 7:30am. My furniture was loaded with no issued and was told my schedule arrival of my furniture will be March 14, 2025. On today March 14th, i called to see what time the truck was going to delivery my furniture only to find out that my belongins never left ******* and the reason was because I didnt sign or agree to a "rental agreement". I was not renting their storage unit, they were to simply move my belongings and remove their storage unit the next day. I Paid over $1000 in airline fair to meet the delivery, so not only am I out of airline fair, losing money because I closed my business down on this day to receive my belongings and completely inconvenienced by this company. If a rental agreement had to be signed, why was my belonging picked up and credit card charged the full amount for their delivery service. I request my belongings to be delivered asap and refunded 50% of my charges.

  

  Business Response

  Date: 03/26/2025

  I am in receipt of your correspondence concerning Dekovia **********. We want to confirm that PODS records show Ms. ********** was contacted on March 6th, 2025, by phone, followed by an email to confirm the cancellation of the transit. As part of our standard process, a rental agreement is required for long-distance container transport, and Ms. ********** was made aware of this requirement when the booking was made. All customers utilizing the ********************** service are renting the PODS-branded container itself; for their specific needs, and the container is billed on a month-to-month basis until it is returned empty. No compensation is warranted. Should Ms. ********** wish to further discuss their account or billing they are welcome to contact PODS directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ********** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ********** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.  

• Initial Complaint

  Date:03/14/2025

  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 started a move through Pods Moving & Storage in July of 2019 from ****************, **. I paid them every month in the amount of $221.99 for their storage of my filled 16 container with my home supplies. I finally had the $3500+ to setup the final delivery of my items in February 2025 to be delivered on 11 March 2025. The day before the scheduled delivery, on 10 March 2025, they emailed me at 09:00 saying that I had until 10:00 to pay for the extra delivery fee, or my delivery was canceled. I clicked the link within their email and their website said I owed $221.99. My wife paid this at 09:14 (14 minutes after I received the email and before the 10:00 deadline.). Pods still cancelled the delivery. After discovering this, I contacted pods via chat. They would not answer my questions and would not transfer me to a supervisor for resolution of this issue saying that I had to call their customer support line. I called, and after waiting for over a half hour, I reached an agent. Once again they wouldnt satisfactorily answer the reason for these charges, so I asked for a supervisor multiple times. After over an hour on the phone, they still would not transfer me to their supervisor. It turns out that pods lies and it isnt possible to transfer customers due to their employees working at home. Today, 14 March 2025, I found they have charged me an extra, undisclosed amount of $50 (twice, which totals $100). I messaged their customer support line, and they gave me attitude, and did not transfer me saying that I could contact their main customer service number to reach a supervisor. (Again which isnt possible) Finally, the customer service agent, ****** *., ended the chat and left. I have paid over $17,000 to Pods over the years, and they continue to make up new charges required for me to gain access to my stored pod.

  

  Business Response

  Date: 03/17/2025

  RE:       *** **** (CID:138127758)
               Complaint #: 23065451
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*** ****. As of March 17th, 2025, PODS records reflect that Mr. **** has been consistently charged his standard monthly rental fees, along with the transit fee for transporting the container across the country. PODS will also be charging Mr. **** for the redelivery of the PODS container, scheduled for March 18th, 2025. The redelivery fee was included in the original quote provided at the time of setting up the PODS account. All fees for ********************** services were outlined at the time of booking and are additionally confirmed through order confirmation pages,which are accessible to Mr. **** via his online PODS account, under his documents. PODS records show that Mr. **** was charged a one-time fee of $50.00. This amount will be refunded with-in the next three to five business days. Should *************** account statement confirm and reflect that his card was charged this $50.00 fee more than one time, Mr. **** is welcome to follow with the PODS accounting team directly at ************** customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. **** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mr. ***** feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence PODS Enterprises, LLC considers this matter resolved.

• Initial Complaint

  Date:03/13/2025

  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 have attached a formal complaint in the attachments to this complaint, as there are many pertinent details to be addressed.The long and short of the story is PODS provided a quote to my 81 year-old father, did not honor pickup and delivery times. Further, through no fault of my father's and admittedly through PODS error, they billed him an additional $859.43, which they debited from his account after being told that this was their error and he would not be charged. They've cancelled delivery, we've had to reschedule and it has been a nightmare. I want to address there are certain members of customer service that have been helpful in identifying what happened and acknowledging PODS error, but their ********************** is HORRIBLE and rude.

  

  Business Response

  Date: 03/14/2025

  I am in receipt of your correspondence from ********* ***** concerning our PODS customer.   On March 14th, 2025, contact to discuss the issue was initiated with ********* ***** in order to address pricing & scheduling concerns with the hope of reaching an amicable resolution.    We currently await ********* ****** response.
  
  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.

• Initial Complaint

  Date:03/13/2025

  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 called and requested that the empty PODS container be picked up on 3/8/2025, 3/10/2025, 03/12/2025 and 03/13/2025. No one has contacted me or have come to pick up the empty PODS container.

  

  Business Response

  Date: 03/25/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *** ********. A review of the issue that gave rise to this complaint was conducted. On March 17, 2025, a PODS Customer advocate contacted Mr. ******** and made him aware that the final pick up of the container was scheduled for March 20, 2025.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ***************** 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:03/13/2025

  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 initially reserved an 8 ft container with PODS. When I called to cancel, I was provided two quotes on February 11, 2025: $2,724 for the 8 ft container and $3,616 for the 16 ft container. I was explicitly told that these quotes would be locked in and that I could upgrade to the 16 ft container at a later date without issue. I even requested email confirmation, but I was assured that the details were noted in their system. When I called to make the switch to the 16 ft container, I was informed that the change had been processed. However, an 8 ft container was mistakenly delivered on March 6. Since the office was closed that day, I called first thing on March 7 to request the correct 16 ft container. The representative I spoke with confirmed the swap and assured me that the cost would reflect the original quoted price, accounting for the difference between the two container sizes. Despite this, I was quoted $4,354.90 on March 12 nearly $1,000 more than the agreed-upon price. My container is currently still in **********, and I was previously advised that the quote would be matched after the case team pulled up the initial transcript confirming the original price. There was a transcript that confirmed the price that I am requesting. However, PODS determined that I did not request for a change to an 18 foot container, despite me calling to do so. This is just ridiculous.The stuff is stuck in ********** because of the cost dispute, and we need our belongings shipped ****. This delay is completely unacceptable, especially given that I was repeatedly assured that the original quote would be honored. I expect Pods to honor the original all-in quote of $3,616 for the 16 foot container and ensure the immediate shipment of my container. I would really like your help with this. I've read bad reviews of their company, but have never experienced this myself. I'd like to resolve this ASAP so that they can ship my belongings to *************.

  

  Business Response

  Date: 03/19/2025

  I am in receipt of your correspondence concerning PODS customer ******** ******.  On March 14, 2025 contact to discuss the issue was initiated with Ms. Mittal to address her concerns. We have completed the review of the account and have found some opportunities to review with the customer further, at this time, we are waiting on the customer's response.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that  Ms. Mittal may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that  Ms. Mittal 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: 03/20/2025

   
  Complaint: 23060268
  
  I am rejecting this response because: I have reached out to the business since 3/14/25 and have not received any response addressing my concerns. I am told that there is a case and they are looking into it. However, I am continuing to get billed amounts that do not make sense. I would like to get a formal response from the business that they will honor the original quote, and a refund to be processed for all the extra charges that have been charged. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 03/28/2025

  ******** ******* concerns were thoroughly reviewed and a resolution offer was provided which ******** ****** accepted.  PODS considers that the matter has been resolved amicably.

• Initial Complaint

  Date:03/11/2025

  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 called to get a quote for a pod unit to move my home a few states over and when I asked the pods ***resentative on the phone if there would be any issues loading heavy machines into the unit she claimed I didn't need to worry about a weight limit or hauling machines, that it was fine. Upon delivery of the pod unit the wall inside clearly states no motor vehicles allowed and upon independent research found that I could only haul roughly ***** lbs safely. I was lied to about what I could use this storage unit for and when I brought this up to the managers at pods they refused to refund more than $50 of the $460 I had spent to recieve the unit. This is unacceptable as I was bluntly lied to about how I could use the unit I had paid for. I am seeking a full refund as this sale would not have occurred if the pods sales *** had been honest.

  

  Business Response

  Date: 03/14/2025

  RE:       *********** ***** (CID 169842648)
               Complaint #: 23051166
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********** *****. ********************** records confirm that the PODS brand container was initially delivered to his property on February 24th, 2025. PODS review confirms that Mr. ****** accepted his PODS Rental Agreement the same day as the container was initially delivered to him, outlining the cancellation policy, along with weight limitations and combustible items being stored with-in a PODS brand container, irrespective of anyone informing Mr. ***** of any limitations or item restrictions. After reviewing Mr. ****** call records it confirmed that there are no phone calls from Mr. ***** on the day of delivery or after until March 3rd,2025. Mr. ***** contacted PODS over seven days after the containers initial delivery to request cancellation of the order. Due to the nature of these circumstances, no compensation is warranted or granted. We greatly appreciate Mr. ********* feedback and apologize for any inconvenience he may have experienced.Should Mr. ***** wish to further discuss his claim she is encouraged to contact PODS directly at ************** customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mr. ***** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mr. ***** feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with the 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: 04/01/2025

   
  Complaint: 23051166
  
  I am rejecting this response because:

  The phone call in question when PODS Lied to me was not on the date of delivery but a week prior when I ordered the pods unit the *** I talked to on the phone told me there would be no issues loading motorcycles or heavy claw machines into their unit as i had explicitly express was the reason for renting the unit in the first place. It wasn't until a week after receiving and filling the unit that my wife noticed the notice on the interior wall of the pod unit saying we could not transport combustion engines in the unit. Also upon independent research we round we would be way over the weight limit I had been told not to worry about which was not even posted inside the unit. I was lied to and if I was not lied to I would NOT have ordered the unit.
  
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 04/03/2025

  RE:      *********** ***** (CID 169842648)
              Complaint #: 23051166
  
  Dear Ms. **************** am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********** *****. ********************** records show that Mr. ***** ordered a PODS brand container on February 23rd, 2025, at around 4:00pm EST, with delivery taking place on February 24, 2025, over the phone. As mentioned in our March 14th, 2025 response, Mr. ***** accepted the terms of the agreement, which includes the cancellation policy, weight limitations, and restrictions on combustible items, on the day of delivery. Mr. ***** did not cancel the order at that time. Mr. ***** contacted PODS on March 3, 2025, over a week after delivery, to request cancellation. Given the circumstances surrounding when the cancellation was requested, PODS maintains that no compensation is due. We regret any inconvenience and appreciate the feedback. Should Mr. ***** wish to further discuss his claim she is encouraged to contact PODS directly at *************, customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.

• Initial Complaint

  Date:03/11/2025

  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 PODS service to drop off an empty container at my previous house, picked up and stored at their facility until they drop it off at my current house. After the drop off at my current house we were able to empty the *** quickly and we requested the empty *** to be picked up early, within the ***** period for a full months refund which is what I was told on several of the many calls Ive had with their customer service team. ********************** was busy so they could not pickup on the date I requested and they could not even accommodate the three day advance window. The representative I spoke with on March 4 2025 reassured me that I would get a full months refund because it is not my fault they could not grant my pickup date request which was within the ***** ******* The *** was empty and ready to be picked up on the date I requested. The phone call from March 4th should have been recorded so they have that evidence that I was indeed promised a full refund. Another representative a week or two prior had said the same thing. I called again March 10 and the lady said I would not get the full refund. I am getting mixed responses from different agents but was promised I would get the full refund. The company has the pod for an entire extra month but they will not honor my refund for the month. I spoke with another lady March 10 for an hour while she said she would ask again for the refund and had me on hold a huge majority of the time. I finally asked her if she could call me back when her supervisor responded and she said she would email me the response and she never got back to me. All I am requesting is the promised refund that I was told I was eligible for on a recorded line on March 4 2025 of ****** which is equivalent to the monthly rental value. I paid for the time period 02/28/2025-03/30/2025 but i requested that they pick up the *** within the 3 day ***** period of the 02/28/2025 so I am paying for an extra month even though they are in possession of the ***.

  

  Business Response

  Date: 03/19/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ******. On March 18, 2025, our PODS advocate reached out to Ms. ****** to discuss the next steps in the claims process.  We have offered the customer a settlement refund, and we are currently waiting a response from the customer.

• Initial Complaint

  Date:03/10/2025

  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.

  Pod was parked in front of neighbor's house. When I came out, I notices that it was close enough to my driveway that my car would be unable to exit. When I told the driver, he became combative and told me that it was legal. When I said 'god **** it' he told me to watch my language, told me to learn how to drive, threatened me.

  

  Business Response

  Date: 03/13/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Mr. **** ******. We sincerely appreciate you bringing this matter to our attention. At PODS, we hold our team members to high standards of professionalism, and we do not condone the behavior described in this complaint.
  
  While we are unable to publicly discuss employee matters due to company policy, please be assured that we take reports of this nature seriously. The matter has been addressed internally to ensure appropriate action is taken. Additionally, on March 12, 2025, we reached out to Mr. ****** to discuss his concerns directly.
  
  PODS values all customer feedback and is committed to providing a positive experience. We regret any inconvenience or frustration Mr. ****** may have experienced and appreciate the opportunity to review and address this situation. Should he require any further assistance, we welcome him to reach out to our Customer Advocacy team.

• Initial Complaint

  Date:03/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a PODS container drop-off on January 9th, 2025 to my apartment location at ********************************** for the date of March 5th, 2025. I scheduled movers for this date. Just a week prior to the drop-off date, I received a notification from PODS via email on 2/26/2025, indicating the upcoming pods service was 7 days away. When I went on the PODS website to confirm the container drop-off date, the date was adjusted in the system to March 6th, 2025 without me being notified. I called PODS at ************** on 2/27 and inquired about the change of date and they advised they are not open Wednesdays, which 3/5/25 would've fell on. PODS advised they were unable to officially book the drop-off for 3/5. No one told me.PODS rebooked the container drop-off for March 4th with an estimated drop-off date to *****, ** for March 14th. The PODS driver was supposed to pick up the container March 6th during the service window of 1:30-4:30pm, the container area was blocked off. I did not receive a call from the PODS driver until nearly 7pm on 3/6. There was a car parked near the PODS that I was unable to block access to outside of the promised time window because it's a public street that requires a permit. The driver immediately canceled the order entirely without notifying me on 3/6. I called PODS on 3/7, they cannot pick up the container until after 3/8, when I will be moved out of state. The supervisor at PODS confirmed on 3/7 between 10:14 am - 11:30am EST she cannot advise a date when PODS can pick up the container or the date they can deliver my belongings to *****, **. I expressed urgency to PODS that I have already paid a permit to the city of ********** to have the PODS parked on the public street for a limited number of days. **************** advised she was unable to contact ***** *. who is Market Manager at PODS in **********. I have paid $1,655.64 to PODS on 2/28/2025 for the container pick-up and drop-off with no confirmed dates and no access to *****

  

  Business Response

  Date: 03/17/2025

  I  am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, **** ******. Upon thorough review, we confirmed that the resolution provided aligns with the details uncovered during the review process. To provide context, during Ms. ******* order booking call on February 27, 2025, our representative was given a better discount than what was originally offered to Ms. ****** in January, 8, 2025. Subsequently, when Ms. ****** inquired about the lock for her container this was added onto her order and delivered with her container, the changes of the delivery dates did not occur and was kept on the original scheduled delivery date of March ******, as Ms. ****** requested.
  
  While we understand the nature of Ms. ******** concern and regret any inconvenience caused, we want to assure you that we thoroughly reviewed this matter to ensure accuracy
  As Ms. ***** was given the information of her complaint we consider this matter to be resolved.