ComplaintsforPODS Moving & Storage

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PODS scheduling is not being followed. Scheduled a online pick up for Tuesday and been strung along all week. Now the driver came to pick up the Pods and did not pick it up and left. So I am left holding the bag. This is not a very competent company. I had a high expectation for this company.

  

  Business response

  07/18/2024

  I am in receipt of your correspondence concerning PODS customer, *************************************.  Our ********************** advocate has been in continued communication with ************************************* since July 11th, 2024.    The most recent contact was July 17th, 2024 when our PODS advocate spoke with ************************************* about the billing on the account.   ************************************* agreed to ensure the pending charges either proceeded or dropped off before we could move forward with the claim.   We look forward to continuing to work with ************************************* in order to reach an amicable resolution. 
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ************************************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ************************************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

  Customer response

  07/18/2024

   
  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

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered two containers from PODS for my move. When they delivered the containers, one was damaged and they had to swap it out. The damage was by no fault of my own. This is where the problems began. Instead of removing the damaged POD from my billing account, they began charging me for three PODS. The swap also created unauthorized and erroneous price adjustments to my services. This has resulted in many erroneous charges made to my credit card. I was contracted for a total of $696.71 including tax. To this date they have charged my credit card $1,360.97. I have spent over 10 hours on the phone with their customer service and billing departments throughout this process trying to get my credit card refunded for the erroneous charges. I have been berated, accosted, and verbally abused. They have been unsuccessful in refunding me the correct amount, and two days following the final pickup and payment, I am still receiving erroneous charges on my credit card. Its absolutely out of control and behavior like this cannot be tolerated. I have filed disputes with my credit card company and am also filing this claim with the BBB. *** never felt so abused and taken advantage of by a merchant. I honestly cant believe they conduct business in this way. Ive tried everything I can to get this rectified but PODS has made it impossible. I need further assistance in this matter.

  

  Business response

  07/15/2024

  I am in receipt of your correspondence concerning PODS customer, *****************************.   On July 15th, 2024, our PODS advocate spoke with ***************************** and confirmed the billing had been reconciled on the completed order.    ***************************** was provided our advocates direct contact information should the need for any further assistance arise.   
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ***************************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ***************************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

  Customer response

  07/15/2024

   
  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

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I hired PODS had them for less than 30 days scheduled my pickup and due to issues on their end they were unable to accommodate my pickup and therefore they charged me another month and for the last 4 months they have been stating they would refund my monthly fee in its entirety of ****** and have still failed to compensate me and even trying to discuss the matter the response is always met with push back and confusion as if they dont see all the notes

  

  Business response

  07/24/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer *********************. On 07/23/2024, a ********************** representative informed the customer of the review findings.There is no credit due as the customer has already received two refunds on 4/2/24 and 5/30/24, and a third refund was issued via check.
  
  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 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

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In June of 2024 I made a single payment to pods. I immediately told them to take the card off file because I do not wish to use that particular card. I was told on a recorded line multiple times that the card was removed. On July 11th 2024 , I was charged ****** dollars. When I called to speak to a representative, I asked them are these calls recorded she say yes. She then proceeded to transfer me to the billing department, and I spoke to the lady by the name of ***** stated that the payment cannot be reversed and I stated I did not authorize that payment by using that card, I said how did you get this card number? She stated they looked at my last payment and use that card which was supposed to be taken off as the representative told me before. I dont believe she had the permission or this company had the permission to charge my card after I told them they did not have my authorization. *** asked for a corporate email, *** asked to speak to a supervisor and no one can help me at all.

  

  Business response

  07/15/2024

  I am in receipt of your correspondence concerning Ms. ********************************** The account in question was thoroughly reviewed by the PODS ******************************* Following the completion of this review, no errors were found in the billing. However, to ensure ********************' concerns are fully addressed, a member of the PODS Billing/Collections team will reach out to her directly to discuss the matter further.
  

  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************** may have endured.  PODS Enterprises, LLC prides itself on its quality customer service and we regret that ******************** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

  Customer response

  07/15/2024

   
  Complaint: 21977881
  
  I am rejecting this response because: THIS DOES NOT TAKE AWAY THE **** THAT I DID NOT AUTHORIZE THE CHARGE. THIS ISN'T ABOUT THE ****** ITS ABOUT CHARGING A CARD THAT WAS SUPPOSED TO DEACTIVATED AND/OR DELETED. I WAS TOLD THIS CARD WOULD NOT BE USED. 
  
  Sincerely,
  
  *********************************

  

  Business response

  07/25/2024

  I have received your correspondence regarding PODS customer *********************************. The collections department has been actively working with ******************** toward a resolution. On July 25, 2024, the collections agent left a detailed message for her to call us to complete the resolution and address her concerns. We are currently awaiting her response to resolve her concerns.

  Customer response

  07/30/2024

   
  Complaint: 21977881
  
  I am rejecting this response because I have tried to contact the same lady calling me but she calls while I am working and I haven't been speak her directly.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In summary. The company made me buy a permit for street parking under one set of conditions and after having horrible communication changed the agreement/conditions for me in a way that I was no longer able to use the services or the permit which was not refundable. I would like the company to pay for the street permit since the company changed the conditions of delivery after I had already invested money into the permit. The previous conditions were confirmed before purchase by me on several separate occasions with their representative.

  

  Business response

  07/15/2024

  I am in receipt of your correspondence concerning PODS customer, *********************************.    On July 11th, 2024, our PODS advocate spoke with ********************************* to discuss the issues related to the now-cancelled order.  During this conversation, our advocate outlined the next steps required to move forward with the claim.  At this stage, we are awaiting for the necessary documentation from *********************************. Once we receive this, our advocate will be able to proceed with the claim 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.
  

  
  

  Customer response

  07/15/2024

  
  Complaint: 21970350
  
  I am rejecting this response because: 
  Although I did have a call in which steps to a resolution where discussed (which I am amenable to), the steps which were supposed to be initiated by the business were not initiated yet. The business's email response says "At this stage, we are awaiting for the necessary documentation from *********************************. Once we receive this,our advocate will be able to proceed with the claim process." 
  I was told in the recent call that I would receive an email from the person I talked to, to which I would need to reply and attach my permit documentation. I have been waiting for this email but it has not arrived (I have only gotten marketing emails from PODS so far). As I have not received that email I cannot send the document in a reply email. I have checked the junk folder as I was previously instructed.
  

  However: I will attach it to this response.

  FYI: I also had attached this information to my original BBB submission but maybe the company does not have access to this.
  My email is ************************************************;
  
  Sincerely,
  
  *********************************

  

  Business response

  07/18/2024

  We apologize for any inconvenience and greatly appreciate ************************* patience during the review process of the claim.   We have informed ********************************* that the permit fee will be refunded as requested.
   
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a qoute and locked in on PODS moving and the price was agreed on after a discount code of PODS30. I proceeded with my move with ****** to drop off container, and was stored for 3 months at the price of ******. I gave my moving address which was only a 14 mile difference. I was told my account was closed and recreated in which on documentation there are 2 order numbers, and the second order does not reflect my discount and i have 3 statements with different numbers. I had always had ***** and my moving cost even after the updated address. Until i see ***** taken from my account. I have been calling for 2 weeks, multiple agents, and one dispute and everyone say they cant help and is accurate. They said it was an additional 700 dollar for a 44 miles difference for the warehouse which cant be right when they are in the same area. The information that i know was an error is only from the 3 American based agents i spoke to. I wake up to check my account 4 a.m. another 306 was taken from my account for I ASSUME delivery fee, when i was told it was paid. And the delivery fee was only supposed to be 162. As my container is supposed to be delivered tomorrow. I need this matter resolved as they keep hit my account for amounts not agreed upon and i dont wanna close my account. Please help

  

  Business response

  07/17/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************. On June *********, a ********************** representative and Ms. **** reached an agreement involving a Customer Satisfaction discount as a resolution to her claim, satisfactorily resolving the issue.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. **** 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.

  Customer response

  07/18/2024

   
  Complaint: 21966950
  
  I am rejecting this response because:

  We did not come to a resolution on the discount for the redelivery fee. She did not try to thrive for customer satisfaction and accommodate me for such a big inconvenience, however she did make sure my original discount was applied on the transit. PODS also had a scheduled date to come to pick up the container on july 13th and did not show or called to say they were not coming. They contacted me to let me know they would be out to pick up the container on the 16th and i had to call off work to be present to make sure they came. Such an inconvenience and I still continue to lose money behind this company 
  
  Sincerely,
  
  *****************

  

  Business response

  07/22/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *****************. On June *********, a ********************** representative and Ms. **** reached an agreement involving a Customer Satisfaction discount to her redelivery fee as a resolution to her claim,satisfactorily resolving the issue.

  Customer response

  07/22/2024

   
  Complaint: 21966950
  
  I am rejecting this response because: there was no complaint on June 29 2024, and the complaint i made was not resolved an still continue to make this process stressful for me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Furniture placed in pod 9/21/23 as hot water tank blew up. Furniture was dried. Opened on February 14 2024 and all furniture was moldy and had to be destroyed. Pod leaked. Im still waiting to get money so I can buy furniture. Have none. 75 yrs old. Help!!

  

  Business response

  07/10/2024

  I am in receipt of your correspondence *****************************. We would like to clarify that ***************************** is not our direct customer, but rather the end-user of a container rented by another party. A PODS representative has been in contact with our customer who rented the container on ************************** behalf. On July 10, 2024, a PODS representative and our customer reached a mutually agreeable resolution, which includes a Customer Satisfaction credit to address ************************** claim. At this time, we are awaiting the return of necessary documentation to process the credit. Once received, we will promptly complete the refund, effectively resolving the issue to the satisfaction of all parties involved.

  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 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

  07/10/2024

   
  Complaint: 21965384
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  i rejected offer as I had 4 rooms of furniture destroyed . They offered $2000.00 which is rediculous . 

  

  Business response

  07/18/2024

  I am in receipt of your correspondence concerning *****************************. Per our previous response on 11/10/2024, 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 following the joint military depreciation process. 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.

  Customer response

  07/23/2024

   
  Complaint: 21965384
  
  I am rejecting this response because:

  Today 07/22/2024 I ***************************** do not agree with the findings in email below.
  1.) why the military depression process?
  im not military and this was not a military job.
  2) 4 rooms of furniture , heirlooms, pictures etc were destroyed .
  3.) as if 09/21/24 I will be without furniture for a yr. To long .
  4.) personal anguish that has been placed on me due to all of this . A lot of stress.
  For all Ive been thru I definitely deserve no less than $6000.00. That is $1500 a room.
  low for what was list but that is the lowest Ill take. I feel that is a fair amount.  
  
  Sincerely,
  
  *****************************

  Customer response

  07/23/2024

   
  Complaint: 21965384
  
  I am rejecting this response because:

  Today 07/22/2024 I ***************************** do not agree with the findings in email below.
  1.) why the military depression process?
  im not military and this was not a military job.
  2) 4 rooms of furniture , heirlooms, pictures etc were destroyed .
  3.) as if 09/21/24 I will be without furniture for a yr. To long .
  4.) personal anguish that has been placed on me due to all of this . A lot of stress.
  For all Ive been thru I definitely deserve no less than $6000.00. That is $1500 a room.
  low for what was list but that is the lowest Ill take. I feel that is a fair amount.  
  
  Sincerely,
  
  *****************************

  

  Business response

  07/26/2024

  I am in receipt of your correspondence *****************************.The military depreciation process is a standardized method used to assess the value of damaged or lost items based on their age and condition. This approach is widely adopted in our industry to ensure a fair and consistent evaluation for all claims. While this process is applicable to various types of claims, both military and civilian, it maintains uniform criteria for all assessments.
  We regret that we are unable to revise our decision on this matter. Please be assured that the claim was thoroughly reviewed for accuracy. If our customer wish to pursue the claim further, they have the option to file it through their insurance company to explore the possibility of obtaining the desired compensation that Ms. Antonelli is seeking. Should they decide to proceed with this course of action, they have been advised to provide the assigned adjuster with my contact information and our case number and I  will ensure they receive the necessary assistance.

  Customer response

  07/26/2024

   
  Complaint: 21965384
  
  I am rejecting this response because: this not an insurance issue. Your pod leaked caused damage and its intricate pod peoples issue to correct
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 17, I updated my desired moving location to *****. As a result, my PODS storage facility was updated to ******************. On July 9, I called to schedule to get my PODS delivered to my final location *****, which is about 10 miles from the **************, ** location. On July 9, I was informed that items were not at the **************, ** location, but were at the **************, ** location which did not service my delivery area of *****. As I inquired about the location change, I was told that it was because **************, ** was full. I did not authorize the location change from **************, ** to **************, ** . Currently, PODS is demanding that I pay an additional transit fee to have my items shipped back to **************, ** to be delivered to *****. As a customer it is unfair practice to have be required to pay for additional service that I did not authorize. I was not aware of the transfer and now I am being required to pay for additional transit fee.

  

  Business response

  07/11/2024

  I am in receipt of your correspondence concerning PODS customer, **************************************.   On July 11th, 2024, our PODS advocate spoke with *****************************************; to discuss scheduling 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.
  

  Customer response

  07/22/2024

   
  Complaint: 21964878
  
  I am rejecting this response because: this is only a notice if investigation. This notice was sent 11 days ago with a promise to follow-up in 3-5 days, I have not heard any follow-up or resolution to my claim
  
  Sincerely,
  
  **************************************

  

  Business response

  07/24/2024

  On July 23rd, 2024, our PODS advocate advised  ************************************** that the review was still underway.   On July 24th, 2024, our PODS spoke with ************************************** to explain what had been involved in the review process and shared the findings.   We are currently working with ************************************** as to what we may be able to offer as a goodwill resolution to the claim in the hopes this matter may be able to be resolved amicably. 
   
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I scheduled a move across the country from ******, ** to *********, ** months ago. Scheduled a POD and it was picked up without issues. There was an expected delivery date on 7/5/24, and I received an email confirmation of its delivery a few days prior (on 7/3/24), as expected; it says they would give us an expected time of delivery the night before. We called them to request a delivery in the morning. However, at this time, they told us the delivery was CANCELLED and the pod was still in *******, ** as of 7/3/24! We were completely astouded as we were under the impression everything was on track to be delivered. We have spent probably 12 hours on the phone speaking to customer service and that the earliest they can deliver our stuff was 7/17/24. We are actually not available for weeks as we are in vacation in ****** during this time (non-cancellable tickets), and reiterated this to them numerous times that an earlier delivery has to happen. We were gaslighted, hung up on, told we'd be called back, everything, never to have an actual resolution; specifically, one of the agents (purportedly a higher up manager) was called, I think this is spelled correctly: *************************". An "expedited" review and delivery was requested by one of the agents, and we heard back that it was DENIED for the reason was that there are other pods and customers to take care of, and now we have to wait weeks. The matter is even more urgent because we have dog watchers scheduled that will need to be watched during those times, but that cannot happen in an empty apartment. In additon, we are in a VHCOL area, with no sufficient savings to pay for hotels or an AirBnB. We need our stuff urgently (and an actual expedited delivery), we need compensation for living in hotels, and we do need financial recompense in the form of a substantial discount for this.

  

  Business response

  07/15/2024

  I am in receipt of your correspondence concerning PODS customer, *****************************.   On July 11th, 2024, ****************** was informed that a new PODS advocate would be assigned as his primary point of contact to facilitate the handling of his claim. We are presently awaiting the delivery of ********************** container, which is necessary for us to proceed with presenting a resolution offer for his claim.   We appreciate Mr. ******** understanding and patience as we work towards a satisfactory resolution
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ***************************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ***************************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  
  

  Customer response

  07/19/2024

   
  Complaint: 21946117
  
  I am rejecting this response because: this response is generic and has no inherent meaning. I have not received a partial refund of the initial amount. Our initial agreement was for a delivery on July 5th, and the pod was not delivered until the 16th. In addition to paying for basic living necessities during this time ( I have sent the receipts already ), there must be a substantial refund for the pod itself. 
  
  Sincerely,
  
  *****************************

  

  Business response

  07/22/2024

  We have received documents from ***************************** and our PODS advocate is currently reviewing the claim.   We appreciate ********************************* patience as we continue through this process.  We are working diligently to resolve this matter as swiftly as possible. 
   
  
  

  Customer response

  07/31/2024

   
  Complaint: 21946117
  
  I am rejecting this response as the issue has yet resolved. While the company is purportedly refunding me by $1,000, this has not yet occurred. 
  
  Sincerely,
  
  *****************************

  

  Business response

  08/05/2024

  ***************************** returned the document that will enable the refund regarding the settlement offer accepted by *****************************.    We are currently waiting for our PODS billing team to process the refund.  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incompetent customer service and empty promises.

  

  Business response

  07/19/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, ***********************. On July 9th, 2024, as well as on July 18th and 19th, attempts were made via email to reach out to **************** to discuss his concerns. Unfortunately, these attempts have been unsuccessful, and a voicemail was also left. We invite **************** to contact us to discuss the issue further so that we may provide a resolution. All contact information for the PODS Resolution Specialist assigned to the issue has been provided.
  
  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 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.

*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. ↩