ComplaintsforPODS Moving & Storage

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We are a military family conducting a move of duty stations (PCS). We elected to do the move ourselves vs have the military move/store our items while waiting for housing. We have spent over $12,000 of our own money to utilize the pods and storage option. Military moves are HIGHLY dependent on weight tickets. I received weight tickets at our departing location that had inaccurate information and it was indeterminable which ticket was for what pod and empty or full weights. I requested they investigate what happened and reweigh. They investigated the clerical errors and edited the contract to reweigh at the delivery location. I have yet to receive the weight tickets from delivery location(******)and the location is withholding or blatantly did not do them. I repeatedly told them I cannot unpack without the full weight tickets, **** assured they were performed and Id receive them. Also to unpack and allow pickup of empty containers. I should be receiving around a $20,000 reimbursement from the military from doing the move myself, however without the accurate weight tickets from the ****** location it is likely to only be around $6500. I am losing out on not only the reimbursement of my own funds but the additional for performing the move myself. A total of around $15,000. This company needs to be investigated by the government/DoD and have advertisement removed from every military base. According to a friend the **** will not even allow members to utilize PODS for moves due to this exact same issue and/or withholding good from military members. I hope to write and make it know to my current states representatives such events are taking place to military members and their families. Multiple ******** groups has voiced similar issue and concern. The weight ticket issue is the most common. This cannot be allowed to continue to military members and their families. To advertise an easy option and turn into a financially devastating nightmare. Shameful.

  

  Business response

  08/05/2024

  I am in receipt of your correspondence concerning PODS customer, *******************************.  On August  1st, 2024,  our PODS advocate spoke with ******************************* to confirm the needed weight tickets were received.  We appreciate ******************************* taking the time to bring the matter to our attention so we could provide the appropriate 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

  08/06/2024

   
  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

  07/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 7/15/24 four PODS were picked up from my house. All 4 had been delivered and positioned and placed by PODS drivers the week before with no issues. 3 of the PODS were picked up with no problems. When the 4th POD was picked up, the driver negligently was not paying attention to the "Podzilla" and ripped a large portion of the gutter from my house. At no time did the driver attempt to come to the door or to notify us in any way of the damage that occurred. I work from home and my office overlooks the front door so I would have known immediately if he had approached. We found out the gutter was damaged when we walked out front after work. I immediately called PODS customer service to report the claim. I received an email from Advocacy Claims on 7/16 notifying me that the claim had been opened. I responded that day with a report and pics of the damage. I received a bid for repair which was also provided to Advocacy Claims. I then heard nothing from them. I left a bad review and someone from the ************ team reached out promising a response. I then received an email on 7/18 stating the were committed to responding in 3 days. Since then, I have sent numerous follow up emails as well as provided a paid receipt for the repair - which needed to occur quickly in order to prevent further damage to my property from the various rainstorms we have had. It is now 7/30 and I have had zero response from this company on the status of my claim, or on anything. This company is an absolute disgrace and I want a response and immediate reimbursement of my $645.00 for the repairs for the damage caused by their driver's negligence.

  

  Business response

  08/09/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************. On 7/31/***************************** representative and ************** reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.   We have confirmed with ************** that the issue was addressed to their satisfaction. Based on this, we ask that you close this complaint as resolved.Thank you.

  Customer response

  08/09/2024

   
  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

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 7/1/24 I agreed to the charge and delivery of a 16ft POD for $1009.54. And a second charge of $844.42 for a second 8ft POD. I was charged and the PODS were delivered. I told the company I was moving to ****** ** and I didnt have a house yet but gave my mothers address in **. I paid $6078.59 to get the PODS from ******* to **. I was told the nearest PODS warehouse was ***********. I thought that was strange because ****** is such a big city surely they have a facility closer. I was told no, Longmont is the closest. I called to get my drop off so I can move in 7/30/24 and empty the PODS so I dont get charged another month for storage. I was told that they didnt service the area and they need to be moved to the ****** facility. I was confused because I asked them for a closer location to ****** and I could have told them ****** but I dont know where there facilities are located. I was told they need to be shipped to the ****** facility $975.92 for the PODS to be moved. I had to acquiesce because they literally are holding everything I own in the world. They said this would be the last charge. They then charged me $554.48 on top of the $975.92. And I woke up today to a charge of $396. I shouldnt have to pay extra for the service I was promised. I believe they sent it to the ******** facility so they could charge me more. Ive now been charged $1926.40 to which I did not agree to. Every time I reach out they deny me access to a supervisor or manager. They sent up a case which I wasnt even consulted on, just given a case number: Customer ID: ********* Order Number: ******* Case Number: ******** I then received an email that the case was resolved not being talked to once by anyone of importance. Every time we call we are refused to speak to someone higher up. Our emails are ignored. I dont know what else to do.

  

  Business response

  07/31/2024

  I am in receipt of your correspondence concerning PODS customer, ****************************************.    On July 30th, 2024, our PODS advocate spoke with **************************************** to address scheduling & pricing concerns.   We are currently working with  **************************************** with the hope of reaching an 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.
  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We scheduled access to our PODS at the local storage facility by calling 24 hours in advance as instructed. However, access was not granted, and we had to wait three days before we could get to our PODS. Additionally, despite notifying PODS 10 days in advance for the final delivery, which exceeds their stated requirement of 7 days, our request was not accommodated due to their scheduling conflicts, which were not communicated to us. This delay caused significant financial hardship as we were closing on a house and needed to sign a legal document for the owner to allow us to drop the PODS off prior to closing.Upon delivery on July 18th, a day before our closing, and pickup on July 23rd, the PODS driver drove their truck over our lawn, causing substantial damage that will need to be repaired. This occurred even after we instructed the driver not to do so. There was plenty of space in our driveway for the truck and equipment to move around, but they neglected to respect our property.From customer service to the facility staff and drivers, our concerns and complaints were disregarded, with no follow-up calls despite promises made.As customers, we feel treated as second-class citizens, ignored, and brushed off. Based on our experience, we cannot recommend PODS to anyone for any reason. We are only asking for PODS to pay for the lawn damage and any legal fess that we incurred due to these issues.

  

  Business response

  08/01/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************. **************** contacted PODS on July 9, 2024, regarding a scheduling dispute. This matter has been addressed, and **************** was informed of the resolution findings on July 18, 2024.PODS is currently awaiting further communication from **************** regarding his mention of property damage. **************** is requested to reach out to PODS via the designated email sent to him on July 26, 2024. If there are further inquiries or if additional information is required, please feel free to reach out.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The problem started with a phone conversation with PODS regarding an existing quote; *********; in order to schedule a personal long distance move from ******, ** to ***********, **. Pods associate verified over phone on July 17th that my delivery was scheduled for July 23rd and the pickup scheduled for July 27th in ******, **. I was asked to provide pickup address location for ****** as well as drop off address location for ***********. Upon the end of the phone call, I was left with the impression that my container delivery and pickup in ******, ** was fully scheduled for July 23rd and 27th respectively. This was verified over the initial phone conversation. After logging in to my account on ********************** and signing the contract as I was instructed to do, I did not see the container pickup scheduled. I realized it was not completed, and that I had to select a date myself. I was not instructed to do this nor that this would be the case. The soonest date for me to select for pickup in ****** was August 6th. This was not acceptable as my lease would terminate on July 27th. In addition, this was not acceptable because I was told that a pickup date for the 27th was not only possible, but scheduled. In order to resolve this issue with PODS, I had another phone conversation where I was instructed to call after the container was delivered to have a ticket sent in. This would enable the pickup date to be expedited to the 27th if it was approved. After calling on the 23rd and submitting a ticket, I received no email verification like mentioned. As a result, I called on July 24th for an update on the case. I was told the request was denied and there was no way to move up the date despite the associate verifying a pickup date for the 27th on my initial call to schedule my move and establish a contract with PODS.Ultimately I am dissatisfied with the deceitful service and am seeking help with a resolution for my container to be picked up timely.

  

  Business response

  07/29/2024

  I am in receipt of your correspondence concerning PODS customer, *********************.  On July *********, contact to discuss the issue was initiated with ********************* in order to address 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.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was moving overseas in August 2021 and had my items placed in a PODS Container. I have now moved back to the US and am trying to have my PODS container moved from the original site of storage (storage facility) to my new city in another state. I have been on the phone with them for 3.5 hours and spoken to 5 representatives. I have received different information from the representatives and have been hung up on. I still don't know how to get my POD moved and upon review of the charges made, it appears that there are a lot of hidden charges. I would strongly recommend against ever using this company. I will make sure that everyone I know is aware of how awful and deceitful this company is

  

  Business response

  07/26/2024

  I am in receipt of your correspondence concerning PODS customer, *******************************.  Our ********************** advocate has been working with ******************************* as recently as July 26th, ***************************** order to ensure 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.
  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted a pod in early July and pd. approx $300 at that time. Presently I am attempting to have the *** moved to another house and not getting ant response. Multiple times on hold, multiple hang **** and now awaiting some sort of response. No one can give me an answer about when I can have this *** moved and I am paying daily. Service is terrible

  

  Business response

  08/01/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, **********************. On July 31st, 2024, a PODS representative and Customer reached an amicable agreement involving a Customer Satisfaction credit as a resolution to their claim.   We are currently in the process of completing the refund, 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 ********************** 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

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved from ******* to ***** using PODS moving and storage back in April they charged me for the drop off of the pod and the transportation of the pod which was two thousand and some change ok they come and pick up the loaded pod to transport it to ***** a few days after that they go into my account and take out another $714 which they already took out their fees i called them they refunded it saying that it was an error which now I had to wait over the weekend for my money to return in my account so the manager gave me a refund of $224 so a couple of days later they go into my account again to take back the refund I was given never gave it back I had to dispute it with my bank after going back and forth about that extra charge for 2 months so now that I disputed with my bank they adds it to the container fee that they been holding for 2 months of charging me to get my container to the new drop off so now I have these new charges on $940.62 in other to get my belongings from them so I pay the fee on July 16th was told they could not schedule my pod in the system after taking the extra $940 they have to put a ticket in for an error ok so they do that. I wait and call back to speak to a manager I was told by several ***********************, *****, ******, and ****** that they will call the facility directly to schedule it they give me a date of July 22nd 2024 that my container will delivered with a Email to promise the date Monday July 22nd 2024 came and went no container called back on July 23rd spoke with manager ***** told me that the facility said they was never told to deliver my container so she said she spoke with a manager named ***** and ***** the other manager told me she spoke with ***** from the facility in *********************** only to be told today that they will TRY to deliver my container today on July 23rd 2024 which try means they really not gonna deliver it. At this point I believe my container was stolen or something because I keep getting a run around.

  

  Business response

  07/26/2024

  I am in receipt of your correspondence concerning PODS customer, *************************.  Our ********************** advocate has been working with *************************, as recently as July 26th, 2024, addressing scheduling & billing concerns in order to provide 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 ****** ******************* 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

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I originally requested a quote from PODs. I had to put a card on file to hold the quote. I ended up storing my belonging elsewhere. I didn't use any of PODS services. I never signed the only rental agreement. Also, I received an email.on June 25th saying that it was the last day to cancel without a fee. I called and canceled. Yet, Pods keep trying to charge my card. In one email, it stated they provided me a service; therefore, I owe them money. In a phone call, it states it is the cancelation fee. The representatives aren't listening to me and keep on insisting that I owe ******. I have attached the following evidence to backup my claim of wrongdoing. I am requesting that PODs close the account and dismissed the wrongfully alleged fees.

  

  Business response

  08/01/2024

  I am in receipt of your correspondence concerning PODS customer, ****** ****. Due to unforeseen circumstances, Ms. **** was charged a fee. PODS Enterprises LLC has promptly addressed this matter, and as of July 22, 2024, she has been credited in full.The credit amount should be reflected on her account within the standard 3-5 business days. PODS apologizes for any inconvenience this may have caused and appreciates her understanding. If there are further inquiries or if additional information is required, please feel free to reach out.

  Customer response

  08/01/2024

   
  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

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pod delivered on July 6th, picked up July 9th. Requested POD relocation on July 10th. Did not get processed till July 13th. POD delivered to a different location 1 hour away from where I live. All forwarded correspondence from PODS shows delivery to this unrequested location. I have spoken with more than 3 individuals in different states and countries to include a supervisor who assured me that she would contact me with updates and has not done so as of July 20th. I was assured by a representative who lives in ********** that my pod is at my requested location in *********. I attempted to go to the location on July 19th and it was closed by 2pm. I have requested some form of reimbursement and have yet to hear from anyone who can resolve this matter. I have been living out of a few boxes. Im sleeping on a blow air mattress, and Im forced to eat cold cuts and take out because of the amount of time it has taken to obtain my belongings due to all the problems occurring with PODS. I also had a representative from PODS place an order for a second unit and requested an additional $3800. I PODS advocacy dispute person contacted me about ordering an additional pod and has not be reachable by phone since the initial voicemail. There have been several emails from PODS with updates that do not provide me with ease.

  

  Business response

  07/23/2024

  I am in receipt of your correspondence concerning PODS customer, ***************************.   On July 23rd, 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 *************************** 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

  07/23/2024

   
  Complaint: 22019830
  
  I am rejecting this response because: email stating my pod has been accessed today 7/23/24. I am not scheduled to access my pod until 7/27/24. Who accessed my container, why is it still showing it is in ******** California, why am I not provided a direct phone number to contact pods at the location listed?

  I am paying additional movers to collect my belongings because my apartment complex does not allow portable storage containers on site. What is the recourse if my pod is not at the location advised? When will I be provided with details on how to access my pod on 7/27/24? 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/26/2024

  On July 26th, 2024, our PODS advocate attempted to reach *************************** to review their concerns and provide any assistance needed.   .   We currently await ********************** response. 

*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. ↩