ComplaintsforPODS Moving & Storage

• 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

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pod to be delivered to my house for July 1. I was having scheduling issues with the pods company and no longer felt comfortable proceeding with them with my move. I canceled my pods order on July 21, the representative was unable to cancel my order through their computer system and said it would have to be done manually and would take 3 to 5 business days. She started not to worry and my order would be canceled and I would not be charged. I continued to get reminders of my upcoming delivery and wanted to make sure it was canceled, so I again called pods on June 27 and they said my order was still scheduled for July 1. I stated that I called on June ******************************************************************** to cancel my order and it was still pending. I asked if I was going to be billed and if a pod was going to show up at my house. She reassured me not to worry and I would not be billed and a pod would not show up at my house. On June 30 I looked at my credit card statement and see a charge from pods for $451.95. I called pods right away to see why I was charge when I cancel my order well in advance of their deadline and was told I would not be charged. The guy I spoke to said my order was still scheduled to be delivered on July 1. I told him about my previous conversation and he looked in my account and saw to cancellation request that were previous submitted and still pending after more than the 5 days previously stated were needed to process since everything had to be done manually. He too tried 3 times to cancel my order and could not. He stated he would fix the problem that day before anything was delivered and to call back the following day for a refund. At 8:30 pm June 30 I get an email stating my delivery time window for July 1. So now Ill have to call first thing in the morning in hopes to prevent the delivery from being dropped at my house. I would like the money they charged to be refunded.

  

  Business response

  07/02/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************.   On July 2nd, 2024, contact to discuss the issue was initiated with *********************** in order to address billing concerns and status of the order.   We currently await *********************** response.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *********************** may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that *********************** experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Delivery of the PODs in ******** went smooth and was on time. The first POD delivery in ***** went very poorly. The Driver lost control of his Podzilla and went the wrong way leaving the Pod and went into the Grass. Tore up my Newly laid SOD pretty badly. After about an hour of the first driver going back and forth and unable to get the Podzilla back on the driveway, all the while tearing up more of my Sod, the Second Pod delivery driver arrived and within minutes was able to get the Podzilla back on the driveway His manager made is out like it was my fault because the grass was a little wet. They should never have had the Podzilla in the grass to begin with. The 3rd pod that was supposed to be delivered on the 25th was cancelled without telling me. I had movers that were supposed to unload al 3 pods on the 26th and the 3rd pod was not delivered till after my movers left. My 52-year-old wife and myself (56) ended up having to unload it ourselves. I called customer service, and they are worthless (they are in a foreign country and can barely speak English). Was told I would have to fix it myself and then file a claim and MAYBE it would be paid later. When I asked for a manager, I received nothing but attitude... Took at least 20 requests for a manager. After being on hold for about 20 minutes another foreign lady with bad English got on the line and gave more attitude. Asked for her manager. She refused to give me her manager. Said you get nothing but her... Asked for a Corporate phone number and was told they won't talk to you and that they won't give out their number. After all that, I finally got a call from the Manager at the local distributor of the **** After a bit of discussion, he told me he'd work on getting my SOD repaired. That was almost 4 days ago... haven't heard much since. Would like my Sod repaired ASAP and for the company to arrange the Repair.

  

  Business response

  07/02/2024

  RE:      ***************************** (CID 167968577)
              Complaint #: 21919722 
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, *****************************. On July 2nd, 2024, PODS spoke with **************** regarding his concerns and an additional email communication was sent to **************** requesting a response with applicable information to begin the review process. **************** additionally has a direct point of contact so that concerns can be reviewed and addressed according to PODS policy. Should **************** wish to further discuss any account matter he is welcome to contact PODS directly at *************,customer service is available Monday Saturday 8:00am to 10:00pm EST and Sundays 10:00am to 6:30pm EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that *************** 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.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a moving pod to be delivered on 5/30/2024, it arrived on time. I called on 6/14/2024 to schedule a pickup on July 1st., 6 days later I received an email stating my new pickup date will be 7/10/2024. I have to be out of my old place on 7/1/2024. I tried to get this resolved with the company to no avail! I cancelled this pickup date for 7/10, I asked for the company to come get the empty useless pod, it was scheduled for pickup for 6/29/2024 with only a couple of days' notice! I received an email to confirm my pickup date at my new address! I called the company, I was told that was an automatic email, the company has the correct address for pickup. Today I received a notice my cc was not going through, my pickup will be cancelled, I will be charged additional fees. What a scam I have been put through! Moving is stressful enough; Pods has made this the worst experience I have ever been put through! I had to rent a U-Haul truck due to Pods not being able to accommodate my needs. Pods can deliver in a timely manner, but when it comes to pick up, this is where the company gives the consumer the runaround, so they can charge additional fees! I feel like I am being scammed by this company! I have been charged $233.10 with additional fees to be applied at a later date. I don't have the full amount at this time!

  

  Business response

  07/02/2024

  I am in receipt of your correspondence concerning PODS customer, *******************************.   On June 28th, 2024 our PODS advocate spoke with ******************************* to address scheduling and billing concerns.  On July 2nd, 2024, ******************************* was presented with a resolution offer.  We currently await ************************* response.
   
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************************* may have endured.   PODS Enterprises, LLC prides itself on its quality customer service and we regret that ******************************* experienced anything less.  We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I arranged to have my PODS delivered and end my relationship with the company, which has caused me numerous problems, including incorrect initial orders, incorrect delivery address input, and now delivery charges and monthly rental fees despite me calling and having a verbal confirmation that I was not responsible for these charges when I called the company on 6/26/24. The company provides no written confirmation of conversations and only allows phone conversations to resolve issues, etc. I now believe that it has no online functionality for scheduling, etc., to avoid a paper trail and culpability. The rep on 6/26/24 confirmed that the bill was incorrect and assured me that I would not be responsible for the recent charge of $392.38. and a few hours later, PODS charged my card for this amount. I can't provide any documentation for this because PODS purposely avoids producing documentation for customers.

  

  Business response

  07/01/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *********************.  On July 1st, 2024, a PODS representative and *************** reached an agreement involving a Customer Satisfaction credit 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 **************** 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. 

  Customer response

  07/08/2024

   
  Complaint: 21909783
  
  I am rejecting this response because: PODS continues to call and demand payment, despite the aforementioned resolution, and threatens to send my case to third-party collections.
  
  Sincerely,
  
  *********************

  

  Business response

  07/11/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC. customer, *********************. Per our previous response on June 28, 2024, a full review of Ms. ******* account was completed, and a resolution for a refund on July 1, 2024, was deemed appropriate based on the facts of the review. In the spirit of customer service and thoroughness, we revisited and reviewed the issue again upon receiving feedback on this complaint. However,after the refund was issued, we noticed that **************** initiated a chargeback on her credit card for the same amount, causing an additional past-due balance.

  
  PODS Enterprises, LLCs position remains unchanged regarding the second order with two containers redelivered on June 10, 2024. PODS ***************** and the customer confirmed receiving the containers on the requested date, and the balance for the redeliveries remains due. While we regret that we were unable to change our position on this issue, we can confirm that the matter was thoroughly reviewed to ensure accuracy.

  
  

  Customer response

  07/12/2024

   
  Complaint: 21909783
  
  I am rejecting this response because: The redelivery order had the incorrect address, which I had to correct and caused delays that cost me time and money because of charges from the receiver of the PODS.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PODS - Scheduled pickup of empty *** for June 19, 2024. PODS cancelled it that day.Rescheduled for June 20, 2024 - They never showed up to get the empty ***. No contact from them, just didnt show up.PODS rescheduled for June 24, 2024 - They never showed up to get the empty ***. No contact from them, just didnt show up.PODS rescheduled for June 26, 2024 - They never showed up to get the empty ***. No contact from them, just didnt show up.When my husband tried to talk to them about it on June 26th they told him that they couldnt pick it up until July 8, 2024 and that we had to pay for another month which my husband told them that there was no way in h*** he was paying it, so they hung up on him.My husband sent them an email and he got a response saying the pickup day is July 8, 2024. Every time they send an email they state that the pick up address is our former location rather than the address where the *** is. We now live in a rental complex in which there are rules about these kinds of structures being on the premises for longer than a few days which makes us in violation of the rules. They also keep taking the money out of our account for the pickup and then putting it back again. This is a ridiculous way to treat customers. We had the *** at our old address for 7 months, renting it for $250+ per month. Paid for it on time as well. We need help.

  

  Business response

  06/28/2024

  I am in receipt of your correspondence concerning PODS customer, ***********************.   On June 28th, 2024, our PODS advocate spoke with *********************** to discuss the scheduling that occurred regarding the pickup of the container.  We look forward to working with *********************** 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.
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In early June 2024, I ordered a PODS container via phone. In the conversation, the PODS employee informed me that their "largest container" (a sixteen-foot container) was big enough for a "3-bedroom, 1200-square-foot house." I was thrilled to learn this, and ordered from PODS--agreeing to all their requirements. On June 20th, our container was delivered (Customer #: ********* Order #: ********. IMMEDIATELY, we saw that the container was *NOT* large enough for a 3-bedroom, 1200-square-foot house--as promised by PODS--and we said this to the gentleman delivering the PODS. He assured us that we could easily have a second container ("for less money than the first container, because transit would be covered"). Though we were uncomfortable with how small the *** was, the delivery man's reassurances comforted us, and we decided a second container would be enough. After he left, we called PODS to order the second container, and were told the information we'd been given was false. The second container would cost *exactly* as much as the first container. Which was way beyond our budget. Twice, we received FALSE information from PODS. First, about the capacity of the "largest container" for our needs, from their employee. Then, about the price of a 2nd container, from their employee.

  

  Business response

  06/25/2024

  I am in receipt of your correspondence concerning PODS customer, ***************************.  On June 25th, 2024, our PODS advocate informed *************************** that we were actively working on the request for a full refund.  Our goal is to resolve this matter amicably and to ***************************' satisfaction. 

  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

  07/01/2024

   
  Complaint: 21892824
  
  I am rejecting this response at this time because: in the response, it says that PODS is "actively working on the request for a full refund," but the PODS advocate has not yet issued a full refund, nor even the reassurance of one.

  I hope that a full refund is forthcoming.

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

  

  Business response

  07/02/2024

  On July 2nd, 2024 *************************** was presented with an offer with the hopes that the matter could be resolved amicably.   We currently await for *************************** to return the document that is needed to process the settlement amount.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pods refuses to pick their PODS up even though I am done. When I was on the phone with them they attempted to run my credit card for another month!!

  

  Business response

  06/25/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer, *************************. On June 25th, 2024, a PODS representative and ****************** reached an agreement to resolve her claim,which included a refund for the current month's rent cycle. The empty container pickup is scheduled to be completed on the same day, 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 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.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a pod online and was given the breakdown of charges before going with this company. They delivered charging what was stated. Moved to the new location and charged me ***** more than I was told in an email. Called them they said they would have to investigate. I said whats to investigate I have the email detailing charges from them. They said sorry and took the additional money from my account

  

  Business response

  06/21/2024

  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,***********************. On June 21st, 2024, a PODS representative and **************** reached an agreement involving a Customer Satisfaction credit as a resolution to his 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 *************** 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.
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original Order: Generally everything was great here, however, the person who handled my initial call on May 14th, incorrectly input my desired pin, ****, when it was originally supposed to be 7083 and misspelled my security question: expler when the answer was **** Explorer. Frustrating start since I couldn't access my PODs account at all.I think the real breakdown in communication occured when I requested for a bigger ***. Originally, I went with the small (8 foot) but upgraded to the large (16 foot). I was later informed that this was incorrectly input as a "swap" which led to the confusion on the 31st.On May 30th, after receiving the two seperate emails that had incorrect drop/delivery times, I called to get a clearer understanding of the time window since it was unclear and was told with 100% confidence that the *** would arrive between 7:30am - 10:30 am CST (I can forward you the emails I received on that day that created the confusion). Therefore I was incredibly disappointed when this did not occur.On the 31st, when I made a call around 12pm CST confirming that the *** would arrive at 2:30pm, I was only then informed that due to the errors by PODs that the container would not be picked up on the 31st and it was now expected to be delivered around June 19th and picked up in ************** on June 11th. From this situation, the *** eventually arrived on June 13th (3 days delayed after the initial order). While they did refund my expenses, they haven't reconciled the per diem fee of $300/day for a delayed *** and are refusing to escalate or make right of the situation.I'm seeking an additional $900 in compensation to be refunded based on the initial invoice below. There have been a series of errors from start to finish and I will happily expand on the email exchange I've had with the case rep since the character limit prevents me from elaborating in more detail about the sunk time cost, poor customer service, and long delays in getting compensation.

  

  Business response

  06/24/2024

  I am in receipt of your correspondence concerning PODS customer, *********************.  One of our Customer Advocacy Resolution Specialists has carefully reviewed ************************* claim and has issued a settlement refund based on the receipts provided to support the case.  After a detailed assessment of the claim and the supporting documentation, we are unable to offer any further compensation beyond the settlement already provided.
   
  We apologize for any inconvenience this may cause and assure you that we have taken all necessary steps to ensure a fair resolution based on our review findings. 
   
  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

  06/24/2024

   
  Complaint: 21872553
  
  I am rejecting this response because:

  In my initial email corresponding with the representative, I requested the process that would yield the highest refund regardless of it was per diem or receipt based. It was not until the end of the process that I found what their daily rate per diem was which would have been higher than the receipts.

  Secondly, and more importantly, the covering of expenses incurred due to a slew of errors PODs behalf does not change the fact that the service that I paid for was not delivered on time. In my initial invoice, I paid for the *** to be delivered on June 10th. It was delivered 3 days later after a series of customer service issues. Covering the receipts is the bare minimum but, again, does not change the fact that the service I paid for was not provided in the timely agreed upon manner. I've attached the initial order confirmation and the final order update confirmation.

  If the resolution is not made, my next step will be to pursue legal action because this is a clear breach of contract based on the initial agreed upon terms.

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

  

  Business response

  06/25/2024

  We appreciate *********************** feedback, however, the claim was thoroughly reviewed and the circumstances of the case did not lead to the ability to offer any further compensation as ********************* has received the maximum amount that we could provide in this instance.    In addition, per our PODS rental agreement, PODS does not actually provide compensation for delays in service although we did provide the settlement amount as a gesture of goodwill.    We appreciate the opportunity to have been able to review *********************; claim, however, PODS Enterprises, LLC  position remains the same in this case that no further credit refund would be able to be granted. 

*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. ↩