Complaints

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

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  PODS Moving & Storage

  13535 Feather Sound Drive Clearwater, FL 33762-2259

  
• 

  PODS

  1209 W Market St Smithfield, NC 27577-3338

• 

  PODS Moving & Storage

  6718 W. Plank Rd. Peoria, IL 61604

• 

  PODS

  8161 Briese Ln Pensacola, FL 32514

• 

  PODS Moving & Storage

  11891 Amedicus Ln, Unit B Fort Myers, FL 33907

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/2, I spoke with a PODS *** who quoted me prices for my move. The prices that I quoted were not the prices that I was charged on my credit card. I spoke with customer service and requested a refund. They refuse to change the charges.

  

  Business Response

  Date: 06/26/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ******.A review of the issue that gave rise to this complaint is currently underway. Ms. ****** has been assigned a PODS Advocacy Representative and has been contacted to advise of assignment and provide contact information while the review proceeds.  We will continue to work with Ms. ****** until the review is complete and will provide details and appropriate resolution accordingly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ****** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ****** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23473702
  
  I received a phone call yesterday who said that she reviewed the phone call that I had and heard the representative say that the monthly charge would be $204.58.  She stated that she was sending a request to her supervisors requesting a refund.  I am currently waiting for confirmation on that.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/05/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** ******. On June 28th, 2025, a PODS representative and the customer reached an amicable agreement involving a Customer Satisfaction credit as a resolution to the claim. A refund was successfully processed on July 3rd, 2025, thereby resolving the matter.

  Customer Answer

  Date: 07/07/2025

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

• Initial Complaint

  Date:06/15/2025

  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.

  The pod is not weather proof. It rained and the Pod leaked. The water got up to 9 of water. This damaged some furniture and 6 boxes of books. They said that I should have purchased contents and container insurance. I didnt know that the pods werent weather proof. I have photos of the water line and the water that is still in the pod.

  

  Business Response

  Date: 06/24/2025

  RE:       ****** **** (CID: 170471968)
               Complaint #: 23471548
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS customer, ****** ****. ********************** received Mr.Hills case on June 17, 2025, regarding damage to personal property stored in his rented container. Following a thorough investigation, no physical damage was found to the container, and no cause of loss could be attributed to PODS.Testing of the container confirmed these findings. Mr. **** booked his order through ************************** and declined the optional contents protection coverage during checkout. As outlined in the rental agreement, PODS customers assume responsibility for the contents stored, including loss or damage caused by mold, mildew, or rising water. All PODS Customers are confirming through the acknowledgment of the agreement, that was accepted at the time of booking, that they will be protecting their belongings by securing the appropriate coverage. ******* can review the rental agreement by logging into his PODS online account. Should Mr. **** wish to further discuss the account or billing he is 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 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:06/15/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved long distance, using 2 PODS for my move. 1st half of my PODS experience went mostly smoothly (with 1 time change that I wasn't emailed about) 2nd half of my experience has been a nightmare. I had a container delivered 6/10, but when I tried to call and schedule a pick-up for 6/12, I had to go to work and had my spouse call, whose number should've been on the account. Of course the PODS location in the closest city doesn't have a number I can contact, so I have to go through their general customer service line. Once we gave the agent the access info, they were in the process of setting the date, then hung up. After that, all the other agents I contacted about setting up the empty container pick-up said there was an error with my account. I can sign into my account just fine, but not schedule a pick-up. June 12 comes, and I contacted them again at lunch time. I chatted with ****** B, who said 6/12 and they would call 30 minutes-1 hour before arrival, then before I was done speaking with him, he left the conversation. I spoke with ****** after to get a 2nd opinion and she did the same thing as ******. On 6/13, I called and they told me they were still having errors on my account, but that the 6/12 date was "under review" even though I had tried calling and chatting MULTIPLE TIMES and they supposedly kept adding notes to my accounts. At some point a supervisor or manager is (or was) supposed to contact me. I have my 2nd *** arriving on 6/17, and put in the drivers notes exactly what's going on with the 1st *** and that they need to pick it up when they deliver the 2nd. My landlord said the *** can only be in my driveway for 3 days, which I tried to follow that rule and even told the agents, but nothing was done. If they can't pick-up the 1st *** during the delivery of the 2nd *** on 6/17, I expect half off my whole order for all my stress and issues PODS has caused.

  

  Business Response

  Date: 06/24/2025

  RE:       ***** ******** (CID 170369098)
              Complaint #: 23471298
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***** ********. On June 24, 2025, PODS sent Ms. ******** a release form related to her request for compensation, following a delay in the scheduled pickup of one of her containers. The release, provided as a gesture of goodwill, requires signatures before the refund can be processed. Once the signed document is returned, the Executive Resolution Specialist will work to expedite it through the accounting department. If Ms. ******** would like to further discuss her account or billing, she is welcome to contact PODS directly at ************** or reach out to her customer advocate. **************** hours are MondaySaturday from 8:00 AM to 10:00 PM EST, and Sunday from 10:00 AM to 6:30 PM 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 *************** prides itself of its quality customer service and I regret that Ms. ******** feels 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. 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23471298
  
  I am rejecting this response because I never received anything from the company on June 24, 2025. I showed up to my local PODS location on June 18th, was treated very poorly by the "not a supervisor" warehouse supervisor. Before I spoke with him, I managed to find a paper posted on a wall in their deserted office with HR's number and after calling them multiple times, they put me through to the district manager who took care of my situation, but it should have never even gotten to that point.
  

  

  Business Response

  Date: 07/10/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***** ********.
  On June 30, 2025, a PODS representative and Ms. ******** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to her claim. The refund has been processed, satisfactorily resolving the matter.
  

  Customer Answer

  Date: 07/11/2025

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

• Initial Complaint

  Date:06/14/2025

  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 placed an order with them to move my Pod from the ********** to the East Coast, noting on the phone that I wasnt entirely sure that the second location was finalized. They assured me that as long as I called within 24 hours and updated it, I would be refunded my money (close to $4,000) and only charged for the updated move location. I called within 24 hours, as the customer service representative stated, and changed the location to a much closer city. The difference in price for the shipment was over $1,000. Again, I was assured that as the first order was canceled within a timeframe to incur no penalty, I would be refunded my almost $4,000 original estimate and then charged for the lesser amount. I STILL HAVE NOT RECEIVED THAT MONEY BACK FROM PODS. I called customer service four times regarding this issue, was reassured over and over that the money would show up any day until on my final follow up call, I was told that I would not receive that money until days after my Pod was delivered to the final location and picked up. I was also told that although originally I had been promised not to be charged Pod Rent for that month, as my Pod had spent a total of 3 days in one of their storage facilities, they had already deducted a full month of rent (over $350) from the amount I was supposed to have already been refunded. When dropping off my Pod, I wrote as many instructions as I could in the limited amount of space they gave me. I NEVER received a phone call. They didnt update that they had dropped off the Pod on my Pod account website. I would have never even known it had been dropped off in entirely the wrong spot at the storage facility had the wonderful facility manager not called me directly. Finally, he admitted they had made a mistake by not calling me, and even though that mistake cost me 7 additional hours of moving and significant financial expense for my moving help, there was nothing they could do.

  

  Business Response

  Date: 06/26/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ********* *****. A review of the issue that gave rise to this complaint is currently underway. Ms. ***** has been assigned a PODS Advocacy Representative and has been contacted to advise of assignment and provide contact information while the review proceeds.  We will continue to work with Ms. ***** until the review is complete and will provide details and appropriate resolution accordingly.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ***** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ***** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

• Initial Complaint

  Date:06/14/2025

  Type:Customer Service 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.

  Horrible customer service and was charged for the driver not following directions and placing container as he pleased without care for road signs or customers. They refunded the money, now took it back out. DO NOT USE!!!!

  

  Business Response

  Date: 06/24/2025

  I am in receipt of your correspondence concerning PODS customer Ms. ******** *****. On June 18, 2025, we proactively reached out to Ms. ***** to discuss and address her concerns. A review of the account has been completed, and weve noted a few items that may benefit from additional clarification. We are currently awaiting Ms. ****** response in order to proceed.

  
  At PODS Enterprises, LLC, we are committed to delivering exceptional service and maintaining strong relationships with our customers. We understand that each customer interaction is important, and we strive to ensure every experience aligns with the high standards we set as a company. We remain committed to working collaboratively with Ms. ***** and will continue our efforts to reach a resolution once we hear back from her.

• Initial Complaint

  Date:06/14/2025

  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.

  On May 12, 2025 I contacted PODS to inquire about using them for my long distance move from ******* to **************. My initial encounter was pleasant and made me feel comfortable enough to go through with using this company. I was quoted $2850 and told this price would not change. Then when my dates were set the price was changed to $2994. The website does not allow you to see the total amount or when the charges will be processed. I was told I would have a charge of $477.79 taken out of my account the day before the *** was to arrive. This amount was initially declined. I called and made the payment by phone and the money was taken out of my account. When I asked about the balance and if it would be shown on the website the call center this company uses could not answer the question and instead started explaining how I would have charges over $3,000. I argued this and was transferred to another associate who promised discounts and that my new balance total would only be charged $2807. I had a charge taken out of my account of $2043 which was scheduled. The day before my *** was picked up from my house on 6/11/25 I called to confirm the amount I would be charged because the $477.79 was reversed back into my account. The associate I spoke to again in their call center told me multiple times the only charge I would have coming out of my account is $301.69 I asked him to confirm this as it did not sound right and again he confirmed this and put me through their terms and conditions automated message that you agree to what was set up. I agreed to that. This is all on a recorded line. Now this morning on 6/14/25 PODS attempted to pull a charge of $461.75 from my account. I called immediately when PODS opened and asked to speak with a supervisor. I was gave the run around about speaking to a supervisor and was finally placed with one. This supervisor is now telling me I owe around $700 and not honoring the $301.69 I was quoted.

  

  Business Response

  Date: 06/26/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** ****.    Following receipt of Mr. ***** concerns, a member of our team spoke with him on June 24, 2025, to discuss the details of his experience.  We conducted a thorough review of all interactions related to the billing concerns, including recorded calls.   Based on this review, we found that all actions taken by our PODS representatives were consistent with our policies and procedures.  Its important to note that the original quote was adjusted when the redelivery address was changed and Mr. ***** offloaded the PODS container at the PODS storage center. However, after applying all available discounts, the final amount charged was actually lower than the original quote of $2,850.  While we understand the frustration caused by the confusion around billing and communication, we found no errors in the charges processed or the information provided by our agents at the time. That said, we recognize the importance of clearer billing visibility and will continue to improve the transparency of our customer communications and online account features.  Based on our findings, we consider this matter resolved. We appreciate the opportunity to address the concerns brought to our attention.
  
   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 *************** prides itself on its quality customer service and we 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.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23468639
  
  I am rejecting this response because:

  While PODS states they did a "thorough" review and found their agents did everything in accordance with their standard, this leads me to states that their standard must be conflicting pricing that changes with each agent spoken with, and holding personal belongings ****** just to charge an extra month and make MORE money from their customers. I was in fact contacted by a "case worker" named ******* who assured me that all calls would be reviewed and that an effort would be made to get my pod delivered sooner. This of course did not happen. Instead, I was again told that "The agent I spoke with and confirmed my dates with mistakenly told me a correct date when my pod could be delivered to my house which was supposed to be June 21st". Also NOTHING has been stated to the fact that the day prior to my pod being picked up from my home in ******* I called pods on June 11, to inquire about further costs and when they would be due. That agent told me I would only need to pay approximately $300 more and NOTHING ELSE was due and that this would be billed on June 21. This was again not true and is on a recorded line. If PODS states all calls were reviewed and agents did their job appropriately why was I billed unexpectedly $400 on June 12th? Then once PODS had my items I received an email stating that I would not be able to get my pod delivered to my house on June 21 which had been scheduled for weeks and instead it would be delivered on July 3rd and picked up July 8th requiring me to pay another $400 due to a second month rent. I was assured the only day the PODS location in ********* could only do deliveries on Tuesdays and Thursdays. However due to needing my items and not wanting to pay PODS any more money I instead took on $250 in charges from u-haul to rent a truck and drive an hour away to spend my day on June 23, to self unload my pod in near 100 degree heat and then again have to unload the u-haul at my home that evening because PODS can not stick to their dates and contracts. While at the storage facility in ********* I noted multiple PODS trucks moving pod units in and out of the facility so why can my container not be delivered as promised? Seems as If this company is a scam. After doing my research I have found this is indeed how PODS operates as many people have the same complaints. Also while at the storage facility another family was doing the exact same thing my family was doing as they were going through the same problems. PODS has not offered any form of compensation for their incompetence and their breach of contracts. Instead PODS stands by their scam of a company and lack of customer care. The management of ********************** should be embarrassed that this is how they handle business. 

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

  

  Business Response

  Date: 07/03/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** ****.
  A complete and thorough review confirms the resolution we provided on July 1st, 2025 provided was deemed appropriate. However, in the spirit of delivering the best customer experience, we have revisited the matter upon receipt of the additional feedback and additionally comprehensive review, PODS position remains unchanged. No compensation is warranted.
  PODS acknowledges the frustrations Mr. **** regarding the weather. Weather conditions are beyond PODS control and any decisions made in response to those conditions were made at Mr. **** discretion. PODS cannot assume liability for decisions beyond our control.
  PODS would like to confirm that all customers have option to access or unload the container at our PODS facility. These same options would have been available regardless of weather conditions. 
  We appreciate your understanding, and we remain committed to providing fair, transparent, and high-quality service. Based on this information we ask you close this case as resolved. 
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23468639
  
  I am rejecting this response because:
  

  This is a copy and pasted response from ******* on my case with PODS. Not a true response to my claims. So here is my same response I sent to her. 

  In an effort to prevent any further confusion with you or your company, I was never given any more options as you yourself did not follow up as you said you would about having the container redelivered at an earlier date. I myself asked the agent on the phone if I could unload my pod because it was clear nothing was going to be done by PODS to make the situation right. Instead the only option I was given at the time was to wait for you to do whatever it was you claimed you were going to do (which was nothing) or get my items myself and yes I chose that because I was not willing to pay PODS any more money. I stand by the fact that this company is a scam and does this on a regular basis. A vast majority of the reviews online state that same story. The family that was at the storage facility unloading their pod into a U-Haul also tells the same story. So yes items were held at ****** to get more money for your company unless I made the decision I did. The fact that multiple times yourself and PODS has said that there was nothing done wrong and against your standards as a company is pitiful at best. There is no customer care at all. Clearly all ********************** cares about is how much money they can scam from their customers. As I stated before I will make sure I warn anyone and everyone I can about how terrible PODS is and not to do business with this company. 

  Also, To add to this, PODS is focusing on the fact that I pointed out the weather, I did this to further explain the toll it took on myself and my family to be FORCED into the situation. PODS still will not take accountability of the fact that they DID NOT honor the CONTRACTED terms of when my pod would be delivered to my home and instead took it upon themselves to change the date of delivery which would have been TODAY, leaving myself and my family without our items for more than two weeks on arrival and 3 weeks since originally picking up my pod at my old residence. PODS also refuses to acknowledge their lies of the pod could only be delivered on Tuesdays or Thursdays when I unloaded my items on a Monday and witnessed several PODS trucks moving pods in and out of the facility that day. PODS also refuses to acknowledge them trying to charge for an extra month's rent when THEY changed the dates. The change was not my choice and therefore PODS should take on those costs when THEIR call center associates FAILED to provide all information accurately of their being a problem with delivery IF there really was one. All of this is to say PODS continues to lie and focus on points of irrelevance to try to claim their care about their customers when they do not. 

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

• Initial Complaint

  Date:06/13/2025

  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.

  We were supposed to have our pod scheduled for pick up on June 13 between the hours of 1500 and 1800. At 1408 the driver called to come get our pod. My husband asked the driver to come back during the designated window. The driver canceled the entire pick up and our pick up was rescheduled to the 19th. We are moving out of the state tomorrow and this is all completely unacceptable. They won't come pick up our pod tomorrow, and they have offered us zero compensation for their mess up. We never asked them to cancel or reschedule us. You can even listen to the recorded conversation as evidence. I was on the phone with them for four hours and came to no resolution. We needed the pod picked up when it was scheduled so it would be delivered in time for my husband to be able to unload it. Now he will most likely be working and unable to help me unload the pod so I am going to have to spend more money to hire a moving company to help me.

  

  Business Response

  Date: 06/20/2025

  I am in receipt of your correspondence concerning PODS customer, ******* *****.   On June 17th, 2025,  our PODS advocate spoke with ******* ***** to discuss their scheduling concerns in order to work toward a resolution.   We appreciate ******* Eakess patience as we go through this process. 
  
  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:06/13/2025

  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 for pick of my pod. Initially was given a 3 hour frame of 9:45-12:45. I call customer support at 1pm due to the pod not being picked up. Initially I was told pick up was cancelled. Then I was told it was rescheduled to 5pm. No calls, no contact from pods at all. Although they say they cant give a promise on time frame 8 hours after my initial time is not good customer service. Management was unwilling to help. If anything this is a warning to use another company that values their customers time.

  

  Business Response

  Date: 06/23/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Ms. ******** ********-*******. A review of the matter has been completed. Ms. ***************** concern relates to the delivery of her container. Records confirm that the container was delivered on the date she had scheduled.
  
  While the estimated time of arrival provided was later than what was ultimately communicated, it is important to note that ETAs are intended as time frames based on current logistics and are not guaranteed. Factors such as traffic, weather, mechanical issues, and delays earlier in the route can sometimes impact arrival windows despite our best efforts.
  
  Given that the delivery occurred as scheduled, and there were no service failures identified, we are unable to accommodate the request for compensation. We do, however, appreciate the feedback and will continue to use customer experiences to guide our ongoing efforts toward service improvement.
  

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23466469
  
  I am rejecting this response because: Not only did they pick my pod up at 7:15pm while they were supposed to pick it up at 9am, they missed my transport date due to late pick up. *** is irresponsible and terrible with customer service while offering no options. Then customer service claimed to call me before closing my case but never did. I understand why pod is losing business to other trustworthy competitors. 
  
  Sincerely,
  
  ******** ********-*******

  

  Business Response

  Date: 07/02/2025

  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, Ms. ******** ********-*******. After a thorough review, we have confirmed that the resolution provided is consistent with the findings during our investigation.
  
  To provide additional context, Ms. ***************** container was delivered on the date that had been scheduled. However, we understand there was concern regarding the estimated time of arrival (ETA) provided on the day of delivery.
  
  While we make every effort to offer the most accurate timeframes possible, it is important to note that ETAs are not guaranteed. They are subject to change due to a variety of real-time factors such as traffic conditions, mechanical delays, weather, or route adjustments. Because of this,we cannot guarantee exact arrival times.
  
  We also confirmed that the container was transported and arrived at our ********************************* center as scheduled on June 21, 2025. ******************* may coordinate the final delivery to her residence at any time.
  
  We sincerely apologize for any inconvenience this situation may have caused and appreciate the feedback, which will be taken into consideration as we continue to improve our service experience.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23466469
  
  I am rejecting this response because: clearly the customer service agent is unaware of the truth. My pod was scheduled to be delivered to ******* on June 21 leaving ***** on June 14th. It had to be changed due to pods incompetency and late pick up causing my pod to be delivered 8 days later on June 29th. The back and forth and failing to correct bad customer service and communication is why I will no longer use pods. 
  
  Sincerely,
  
  ******** ********-*******

• Initial Complaint

  Date:06/12/2025

  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.

  On 4/14/25 we had a *** delivered to our old address for a move to ********. We got it loaded and the *** was picked up as scheduled. The *** arrived to our new location which went fine. The issue we ran into was when we called to ask if they can delay picking it back up by a day. This would not change the price in anyway since we were within 1 month. The *** over the phone said they were having system issues but would make it happen and assured us, they will come in 2 days to pick up the *** instead of the next day. That did not happen. The driver came the next day to pick it up. It ended up not being a big deal. The issue came afterwards. They charged our card separately for another pick up for a *** we did not have. We called and explained that to customer service who assured us it would be taken care of. It was not. Not only did we not get a refund but later we were charged a storage fee of almost $400 for a *** that doesn't exist and we don't have. We have tried numerous times to take care of this but all we get is false promises and no follow through. The outsource customer service is the worst I've ever had to deal with. I want credit cards refunded and at this point an additional refund for late fee's, interest, and the frustration they have caused us. I do not have a 2nd *** and never had one!

  

  Business Response

  Date: 06/24/2025

  I am in receipt of your correspondence regarding PODS customers *** ********* and ****** ******. On multiple occasions, including June 14th, 17th, and 20th, outreach efforts were made to Mr. ********** and we also attempted to contact Mr. ****** on June 24th to discuss their concerns and address the pricing issues raised. At this time, we are currently awaiting responses from both in order to proceed.
  At PODS Enterprises, LLC, we place tremendous value on our customers and are committed to upholding the highest standards in the industry. We sincerely regret any inconvenience that may have been experienced. Customer feedback is important to us, and when concerns are brought to our attention, we carefully review the matter and take appropriate steps to address and improve upon the experience.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23461479
  
  I am rejecting this response because:

  i have not received any voicemails or emails until today from a *******. This continues a pattern of PODs saying they contacted but nothing has occurred.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/03/2025

  In response to Mr. ****** ******* follow-up, PODS Enterprises, LLC has thoroughly re-reviewed the details of this matter, including the additional comments provided. While we appreciate the opportunity to revisit the concern, our position remains the same, and we are unable to amend our previous response.
  
  
  Our investigation included a comprehensive review of all communications, recorded calls, and input from our storage center team and management. This confirmed that all actions taken were consistent with our policies and procedures, and no error occurred on PODS part.
  
  
  To clarify, the charge in question was not for a separate pickup of a container not in your possession. It was for an additional monthly rental fee, which was correctly applied as the container was retrieved after the close of the previous billing cycle.
  
  
  Given these findings, we are unable to offer compensation. However, we remain committed to delivering transparent and fair service and sincerely regret any frustration this situation may have caused.
  
  
  We respectfully consider this matter resolved and request that the case be closed.

• Initial Complaint

  Date:06/12/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered two pods for my move the first arrived in early May and was picked up. I then ordered the second pod to be delivered on June 6th. Because of an online issue I had to call and had an associate add the pick up date for the second pod on June 11. I called when I didnt get a confirmation. I spoke with someone on june 11th and said yes we had a glitch and many orders were impacted. He said he rescheduled the pick up for June 12th and provided a confirmation code. After about ten min I logged in online to verify and they had scheduled it for July 2. The confirmation code was a request for emergency pick up. So the pick up was canceled without authorization or notice. Then an employee stated they had scheduled a pick, confirmed, for June 12 th but lied and put July 2nd.

  

  Business Response

  Date: 06/23/2025

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **** ********. A review of the issue that gave rise to this complaint is currently underway. Mr. ******** notified PODS on June 18,2025, that he no longer owned the property, and the container was empty and needed to cancel the order. This was completed at Mr. ********** request on June 20, 2025. Mr. ******** is now satisfied. 
  

  Customer Answer

  Date: 06/24/2025

   
  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,
  
  **** ********