ComplaintsforPODS Moving & Storage

• Initial Complaint

  09/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Was told the night before that my *** delivery was to be on Sept.11.2024. It wasn't until after my movers and myself were waiting all day that another email came through saying they were delivering the *** the next day. I was out $600.00.

  

  Business response

  09/18/2024

  I am in receipt of your correspondence concerning PODS customer, ******** *****.  On September 16th and September 18th, 2024, contact to discuss the issue was initiated with ******** ***** in order to address scheduling concerns and work toward a 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 ******** ***** *** 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

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had this POD container 14 foot since 2022. In the past the customer service was good and now the service is horrible and you. can only speak to some (off-shore) no US customer service. There are inaccurate charges and poor customer service! The customer service *** and ********************** indicated they have listen to the calls and no miscommunication on their end.This is inaccurate. We spoke on initially on 8/20/24 and you informed me of the auction date and my current balance before the 20th of the next billing cycle for the monthly POD container fee of $269.00 on the 20th of every month. (You stated the total that was due with the auction fee was $1405.00 on 8/20). I called back on 8/21/24 and spoke to a *** and (*.*******) informed me the full payment needs to be paid by 11am on September 25th which will also include the August monthly container fee which brought the total to $1,905.00.8/23/2024 to ***ort my payment of $500.00 and will be making another payment of $405.00 September 4, 2024. Never once per my 1st call or any follow-up calls that I was told the total balance was more than the $1,905.00.I reviewed the invoice you sent me today after I had to request it (September 9th) and now it's showing an auction fee of $101.50 as of August 30, 2024?This is poor customer service that I have received is disappointing. I'm requesting to speak with a USA Manager as well to have the $101.50 removed from my current balance of $1,********* closing. I'm requesting that your initial call on 8/20/24 and all calls (8/21 & 8/23) made after that to me or when I called it to be reviewed. Hello, Yoroba,I forwarded your CID as well as your request to review the call to my supervisor.Listed below are the dates we had been spoke.7/15/2024 7/22/2024 9/9/2024 Clearly, I haven't spoke to you on 8/20, 8/21, 8/23. We will review the interactions on the specific dates that you have requested. ******* ***** Villote

  

  Business response

  09/17/2024

  RE:          Yoroba ******* (CID 162957523)
                  Complaint #: 22291171 
  
  Dear Ms. *******
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,Yoroba *******. We are confirming that on September 17th, 2024, PODS Enterprises, LLC initiated the process of getting a credit applied to Ms.Russells account in the amount of $101.50 as a goodwill gesture, addressing the fee added to her auction balance. Should Ms. ******* have any additional questions about her account or billing, she is welcome to contact PODS directly for further assistance 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 ********** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Ms. ******* feels she experienced anything less. We sincerely apologize for any instance where 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

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contract was signed that promised weight ticket as part of a move of a POD from ** to **. It was made explicitly clear that this ticket was critical to the move. The ticket was paid for in advance. I was told the ticket would be emailed to me within a couple of days of the move. This did not occur. I have reached out via email and phone to pods on at least 10 occasions over the past month trying to get a copy of the weight ticket and have been told they are working on it. I have been sent a weight ticket from a prior order last year or ignored.

  

  Business response

  09/18/2024

  I am in receipt of your correspondence concerning PODS customer ***** *******.  On September 15th,2024, contact to discuss the issue was initiated with Ms. ******* 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. ******* 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.
  
  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fell behind after cancer surgery last month. Was contacted in, I believe, early August this year. I tried to **** out some sort of payment arrangement but was told it's all or nothing. The only choice I had was to sign a resolution agreement and schedule pick up at the PODS location. Right in the middle of all this I called the moving company to make a reservation. My card was declined. There were several suspicious activities and the card was canceled. A new card was issued and was due to me on Sept. 10th, also the final pickup date for my items. I called PODS and explained the situation. Was told I could reschedule the pickup when my card arrived, provisional date Sept 12. The card actually arrived on the 12th and when I called to activate was told by bank the account had been permanently closed because of the suspicious activity and not eligible for reissue. I had cleaned out my bank account for the settlement payment so was depending on the card to pay movers. I was reduced to asking my 95 yo mother for the loan of her credit card. When I called to schedule pickup, for today, actually, was told by an incredibly rude and inflexible woman (******* (sp)) that since I did not pick up on the 10th I had no valid claim to all my worldly goods. I moved to ** from ** in Dec 2019. My brother and I have been living in an extended-stay motel since 2020. All that time I've been paying approximately $650 a month to them in addition to a $7,000+ fee to move the containers. So now I have paid them all that, plus pick-up fees, plus $2477 as a resolution fee and have been told PODS doesn't care and my stuff is theirs. Three pods worth. I had them paid up through next week, had moving Company lined1up, and a new storage facility lined up for only $225 a month. They couldn't work with me for another day after being told it was no problem. I'm 73 yo living on Social Security. I'm doing the best I can here and just want a chance to get my property ransomed from PODS.

  

  Business response

  09/18/2024

        I am in receipt of your correspondence concerning ******* ***********. Due to her concerns being directly related to the billing, the account is under review with our PODS ****************************** at this time.  Upon completion of the review, a member of our PODS Billing/Collections team will reach out to her directly to discuss.  
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******* *********** 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

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As my upcoming move I have decided to use PODS MOVING AND STORAGE for my move. This would have been my second time using this company because my past experience was excellent. This second experience not so much. I got my Pod delivered on August ******. Upon expecting my container I noticed this container was different from the last time I used pods. This container had a loose roof and the inside was all wood in which the wood looked wet. We had to a few rain storms in ** and my area was effected with lots of water all hours of the day and night. When I was ready to load my *** I noticed the inside of the *** was still looking wet. I had a moving sale prior before loading up my ***. I had the pod for 30 days so I really had no time frame other than I had 30 days. The rain storms slowed down the week of August 22, 2024. I called their customer service to explain the pod was still wet looking and concerned about leaks from the roof, I was told Why I waited so long to mention this (so I clearly told the *** what I stated in this statement. Then I was told Dont worry your in good hands with PODS, and your stuff will be safeMoving forward to August *******, my pod was scheduled to be picked up and delivered to my new address. On September ****** as I started to unload the ***, I noticed my container lids that stored my belongings had mounds of ants. I took photos, I immediately called pods again and was advised to make a claim. Upon making the claim I was told again, Your in good hands with PODS, and PODS will take care of this issueMy claim was denied 2 times. For the reason being Its my responsibility to make sure my items are safe The photos I have shared with PODS clearly showing the wet wood was clearly WOOD ROT AND IT WAS INFESTED WITH ********* ANTS. The pod was never wet!!A few customer service ***s understood and sympathized with my encounter & experience. I was assured I was in good hands with PODS

  

  Business response

  09/12/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************************. On September 6, 2024, a PODS representative informed **************** that the review of her case had been completed. The investigation revealed that the container was stored onsite,where it was exposed to natural elements that can attract insects seeking shelter or food. Unfortunately, this type of exposure is beyond our control. As a result, ******************** claim was denied. While we regret that we couldn't alter our position on this matter, please be assured that the case was thoroughly reviewed to ensure the decision was accurate.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that **************** may have endured. PODS Enterprises, LLC prides itself of its quality customer service and I regret that **************** feels they experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. 

  Customer response

  09/16/2024

   
  Complaint: 22271957
  
  I am rejecting this response because:

   

  In response to this complaint. I am not satisfied with the decision made on PODS behalf. Their containers are stored on open areas subjecting their containers us consumers order to rent that will allow all kinds of debris and insects to find a place to call home. Its not us the consumer to make sure the containers we receive are in fact safe. We acknowledge the possibilities of renting with PODS. 

   

  I for one took every step of this matter to ensure my belongings were safe. I purchased stackable, lockable durable plastic moving totes for extra caution. The fact I notified PODS when I first noticed the issue is when I should have been told by PODS a different container can be delivered. Instead I was told, your stuff is safe with PODS and nothing got resolved. 

   

  The fact that the issue that I thought was caught on time was ignored. It got worse as my belongings sat longer in an infested container. When I called again to make another complaint when I was able to confirm that the wooden container was infested with ********* ants, the representative that made the claim stated, That is not what PODS will ignore, and they will take care of it all my calls were recorded conversations. Im being told the matter will be fixed. Not ignored!

   

  I had to get rid of furniture that had sentimental value because the furniture was wood. I had to get rid of a Christmas tree that belonged to my mother that passed away. Its very hurtful that I trusted in pods and was a returning customer to get let down and not care about what I had left to hold onto after my parents passing. SHAME ON A COMPANY TO NOT EVEN TRY TO MAKE THIS SITUATION RIGHT! 

   

  I will never recommend anyone to use this company. They should be ashamed of themselves. Im not asking to make millions off a company for something that I signed up for. But to ignore my concerns is simply rude. They just want money and not care about any level of concerns that they received from me or any other consumer. The picture of the container alone should have been a red flag alone. That container has wood rot and I have the photos that will be a constant reminder. Never again!!!!

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

  

  Business response

  09/17/2024

  As previously communicated on September 12, 2024, we conducted a thorough review of the issue concerning ******************** container and determined that the resolution provided was appropriate based on the facts presented. In the interest of customer service and to ensure a comprehensive evaluation, we have revisited and reassessed the situation following the feedback received. After this additional review, PODS Enterprises, LLCs position remains unchanged.
  
  We would like to reiterate that, as stated in the terms and conditions of the rental agreement accepted by **************** on July 27, 2024, the presence of insects entering the container is not covered under our loss provisions. As the container was onsite and out of our care and facility, PODS cannot be held responsible for external elements, such as insects, that may enter while in the customers possession.
  We appreciate your understanding and remain committed to addressing any further concerns you may have.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In July 2024 Pods was contracted to move two pods full of furniture from ** to **. While in the warehouse, pods dropped one of our pods from a forklift destroying all of our furniture and gun safes that were inside. Our items totaled $****** in loss. We had insurance on our items but insurance paid only $7600 to replace what was destroyed. In speaking with pods customer service they stated to me in email that they escalated and submitted my claim for $****** for the damaged items and inconvenience and stress this caused. That email was sent to me on 8/14/24. Since that time another **** offered a settlement amount of only $4500 which is unacceptable. They sent me the email with the offer on 9/3/24. On 9/4/24 I declined their offer and referenced back to the email that was sent to me on 8/14 saying they submitted ****** in compensation for us. I have sent several follow up emails and have also left several voicemails and there has been no follow up from anyone from pods. I have all the emails and dates for when voicemails have been left. Since pods originally offered $****** in compensation and the insurance is going to pay only $7600, then pods needs to reimburse me the additional $7400 or more at this point for time and aggravation this has caused. The cost of two pods was $11,000 and the cost for me having to replace my household furniture and only one gun safe is $22,600 is what I am currently out of pocket on right now. There offer of $4500 is not acceptable when I am out of pocket this much money for the situation they have caused. I also have pictures of the broken furniture which were also provided to pods and their insurance company.

  

  Business response

  09/12/2024

  I am in receipt of your correspondence concerning Nicole *****. Per our previous response on 09/11/2024, a complete review was completed, and the resolution therein was deemed appropriate based on the facts of the review. In the spirit of customer service and thorough reviews, upon the receipt of the feedback on this complaint, the issue was revisited and reviewed again however, PODS Enterprises, LLCs position remains unchanged. The claim was evaluated and assessed. While we regret that we were unable to change the position on this issue, we can confirm that the issue was thoroughly reviewed to ensure accuracy.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Mrs. Roach may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that Mrs. Roach 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

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used PODS to move from ***** to ******, expecting a smooth process. However, the experience was marred by errors on their part. Initially, PODS had to cancel and redo my order when I tried to add my boyfriend to the account, though they assured me it wouldn't affect anything. While driving across the country, I noticed PODS attempted to charge $1,248.78 over the agreed amount. I was advised to pay it and get a refund later, which was problematic given my situation. Upon arriving in ******, I confirmed twice with PODs that my POD would be available on 8/20. However, the day rolled came and I went to the facility to get my things with a UHaul that I rented only to be told it was still in ***** with no prior communication. As a result of taking off work on Tuesday 8/20, we were unable to take another day off work, so we were not able to access the pod until Saturday 8/31 - 11 days after the agreed upon service. My POD containing all of my belongings arried a week later without warning, leading to the spending of additional funds in order to sustain myself. Expenses for items that we required but did not have access to because they were in the PODs had to be purchased. While this is going on, I received verbal confirmation that my card on file would not be charged for the additional month of storage ($321.96). I was told that there was a hold on my card so no money would be taken out. They ended up charging me the next day. I escalated the situation. They decided to settle this dispute without reaching out to me for any information that would have been helpful in a mutual resolution. I was offered $525 for the errors on PODs end regarding the shipping delay, and $321.95 for the month of extra storage. this amount is insufficient considering the $5,316 total I paid for PODS services which were not rendered. I have now found out they closed my case with no communication or resolution. I still have yet to get any sort of resolution or refund.

  

  Business response

  09/11/2024

  RE:      ***************************** (CID 168588818)
              Complaint #: 22264819 
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, *****************************. Were pleased to confirm that we addressed and resolved the concerns raised by ******************** in a phone discussion on September 11th, 2024,the same day the BBB complaint was filed. ******************** has agreed to proceed with the original resolution and will be returning the fully executed business release. Thank you for bringing this to our attention, and were glad we could find an amicable resolution. PODS, if needed further can be reached 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 ******************** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that ******************** 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. With receipt of this correspondence PODS Enterprises,LLC considers this matter resolved.

  Customer response

  09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This resolution is not satisfactory to me, however, based off of all the conversations Ive had with the company PODs the last 2 months its clear they will not work with my requests or meet me in the middle. They claim this is due to policy. I have decided to just accept their offer as I highly doubt Ill get anywhere further with them. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We used PODs storage for our recent move from **** to ********. While unloading one of the *************** we discovered that something had broken through the floor of the *** storage unit and destroyed a bed, night stand and some other items we had stored in the ***. It looked like a fork lift fork had broken through the floor. When the driver arrived to pick it up, he even stated that he couldnt put it back in service and was thankful that we showed him. We filed a claim with PODs and were told after several weeks that the damage appeared to be from normal shifting and improper packing of the *** and no damage was found on the *** (despite me having pictures a d video) and would not pay us for damaged property.

  

  Business response

  09/10/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ****** *****. ********************** LLC. can only respond on how the coverage was presented, therefore any claim disputes or requests for updates would need to be addressed directly through ************  If Customer is disputing the validity of the denial, he would need to contact ************ directly and go through the applicable dispute process. Please have this complaint/request removed from PODS Enterprises LLC. and forwarded to ************, *********************************************; ***** as Mr. ****** remaining concerns are based solely on the denial of the claim. Please reference the complaint filed with the West Florida BBB complaint# ******** on behalf of ****** ***** to ************
  
  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/forwarded appropriately.
  
  

  Customer response

  09/10/2024

   
  Complaint: 22256527
  
  I am rejecting this response because: I did business with PODs and expect that company to fix the issue. If PODs uses a third party insurance company then they should approach that insurance company to fix the matter. As far as I am concerned, the damage happened to the pod and in turn my belongings while in possession of the PODs company. Therefore my complaint, and expected resolution is with the PODs company. If I am to get legal council, it will be to approach the PODs company and not a third party. 
  
  Sincerely,
  
  ****** *****

  

  Business response

  09/17/2024

  Thank you for your correspondence regarding PODS Enterprises, LLC customer ****** *****. On September 10, 2024, a PODS representative contacted ******* to inform ******* that Mr. ***** was disputing the denial of his claim. In response, ******* promptly reopened the claim for further review. Our records now indicate that the claim will be paid. Additionally, on September 12, 2024, Mr. ***** signed the release, which has satisfactorily resolved the matter.

  Customer response

  09/24/2024

   
  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, however, I will never do business with PODs again, and I will communicate this to everyone I have the chance to tell. It is disgusting that this business wouldnt do the right thing until I opened a case with the BBB. I hope PODs goes out of business. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am using PODs to help move my belongings from *******, ** to ****, **. In the original phone call to set up the move, the operator seemed very helpful. We set up the delivery date of the **** Pick up date and arrival date in ****, September 5. The *** was delivered, loaded and picked up without any issues. On September 4, one day before the *** was supposed to arrive, I called and asked if everything was okay. The customer service representative told me that I never scheduled a delivery, so it is still in ************. I replied "of course I didn't, you already gave me a delivery date, so why would I schedule something that has been scheduled?" They then sent me forms that I was supposed to fill out, which I had never seen before and my new delivery date is October 9 (5 weeks after the original delivery). They filed a claim for me and said they would get back within 3 days. Today is day 3. I called and tried to reach a claim specialist. That department is gone for the week and the automated system said "press 1 to leave a message for the claims specialist handling your case". I pressed 1 and the system hung up on ******, I have moved into my new house with no furniture, no kitchenware, no TV, half of my clothing, and all of my other possessions.I am requesting money to replace the essentials: kitchenware, dining set, air mattress and sheets, plus $50 per day for the inconvenience of having my belongings held up because PODs did not communicate the steps needed to deliver my stuff.

  

  Business response

  09/19/2024

  I am in receipt of your correspondence concerning PODS customer **** *********.  On September 16th, 2024, contact to discuss the issue was initiated with Mr. ********* in order to address his 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 customers response.
   
  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.

  Customer response

  09/19/2024

   
  Complaint: 22252474
  
  I am rejecting this response because:

  It took 5 business days to open the complaint (though I was told it would be 3).  I had to call three times before a case was even started.  Then, after I responded with an explanation that I am trying to only purchase the essentials and that I am buying discounted items to not take advantage of the situation, I had to wait 48 hours for a response.  The response was less than encouraging or empathetic, essentially stating that while they will review the receipts, they may not reimburse some of the items.

  As I explained to their customer service **** I am incredibly inconvenienced here.  I am uncomfortable and spending way too much money on food.  And, I have no television.  I am rejecting the response because you haven't given me an estimate of what you intend to give as compensation.  This whole ordeal has affected my comfort, my finances and even my health (specifically my back).  Until I know how you intend to resolve this, I will reject your claims that you have in fact resolved this.

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

  

  Business response

  09/25/2024

  I acknowledge receipt of your correspondence regarding PODS Enterprises, LLC customer, Dr. **** *********. On September 24th, a PODS representative and Dr.. ********* reached an amicable agreement, including a Customer Satisfaction credit as the resolution to their claim. The refund will be processed, satisfactorily resolving the issue.

  Customer response

  09/25/2024

   
  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

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a POD delivered long distance a week ago and the week prior on August 20th and 21st in particular, I had lengthy phone calls with PODs costumer service about scheduling and billing of this service. While on the phone I was told there were issues with the online system so the numbers I saw in the emailed quotes and on my account would be incorrect and to ignore them. We went over what I was assured were the actual numbers I would be billed which would be about 1800 dollars for transportation and 190 for delivery. I was told multiple times over these phones calls that those were the only accurate numbers. There were odd amounts on my credit card pending to PODs after the fist call and when talking to them again made sure to ask about what charges to expect and what they were for. I was assured that those numbers were incorrect and that billing would be fixing the issue and that the transportation fee and the delivery fee were the only things I should expect to be charged. Then I was charged over 300 dollars, separate from the expected charges and when I called to find out what that was I was told that it was the monthly rental fee that began the day after I made my first call. I was told that because I didn't return the empty POD within the grace ******* which was apparently 3 days, the charge goes through for the whole months rental. I was never made aware of this charge on the phone or told about any grace ******* When I made a formal complaint I got back an email not 10 minutes after sending in my information that said they had reviewed everything and because I got the quotes and supposedly "acknowledged " the fees they have determined the case closed. The phone calls on the 20th and 21st were almost an hour long each so I have a hard time believing they were actually reviewed in that time and I don't belive I can be held to a quote that I was told over the phone by PODs representatives was false.

  

  Business response

  09/06/2024

  I am in receipt of your correspondence concerning PODS customer, ****** *****. On September 6th, ************ to discuss the issue was initiated with ****** ***** in order to address billing concerns and work toward 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.
  
  

*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. ↩