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

  07/22/2024

  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

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction was So, was told Pod delivery would be between 9am and 11:30am on 07/16/2024. On day of delivery pod deliver was changed multiple times. At 1:30pm received a call from representative that pod would be the second one on route. After this never received a call again. I called multiple times being told during first phone call that due to call outs there was a shortage of drivers and no one could deliver the pod. Called about 15 minutes later to ********** pod location. Manager voicemail full. Retried customer service, told by ***** that I would get a call on 07/17 with information and Pod would be sent out first thing.The ***etting part is that we have movers scheduled for 9am on the 17th which is today. Pods had no regard for this and due to lack of Information this has made us irate. I would not recommend pods to anyone if they are moving.The dishonesty and breach of contract that this company has put us through will be sent to a lawyer to look at and will be sending this information to News 12 if pod is not delivered today. At least call your customers when you say you will. Very disappointed and as a medical professional I believe this is a lack of disrespect and honor in the companys part. I also still have no info on pod delivery which is now causing the mover company to try to cancel my appointment with them. This company should be ashamed of themselves to say they support their customers. This will need to be addressed if not will Need higher *** and HR numbers to further discuss this issue

  

  Business response

  07/20/2024

  I am in receipt of your correspondence concerning PODS customer, ***************************. On July 17th, 2024, the order was cancelled, and *************************** received a full refund.   We appreciate *************************** bringing this matter to our attention and apologize for any inconvenience caused.

  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

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an order with pods on may 26th over the phone. The person I was talking with was pleasant BUT the information I was given was incorrect. Over the phone I was told that I would pay roughly 2000-2400 for my container to be shipped (including the drop off fee, transportation and pick up) and I made sure multiple times that was the amount for everything. Right now Ive been charged over 3000 all together so far and called customer service. All they did was keep redirecting me to different people and kept telling me I confirmed the payment (by providing my credit card over the phone) and that I agreed to this amount. They kept referencing a confirmation of payment email (which I never got because they mistyped my email after 2-3 times spelling it out) and that technically I agreed over the phone to these other payments. I didnt realize my email was wrong until I tried logging in to confirm a pick up date so it was maybe 2 weeks after the call. The customer service representative told me it was my fault that I didnt go to my invoices to look at the payment amount sooner as I just noticed the charges on my card a week after pickup. I never was told to look at a confirmation email on the call for the amount and also never signed anything off on paper for payment confirmation/contract it was all just over the phone. I asked for the phone call as proof to make sure I didnt misunderstand but was redirected to documentation that was enough proof when the phone call in my opinion provided more info. They also kept emphasizing how much I already saved with discounts and kept going in a circle about docs and saving amount but never the proof I wanted to see. I would like some action taken as my experience was terrible and nothing was resolved or cleared up about my understanding

  

  Business response

  07/17/2024

  I am in receipt of your correspondence concerning PODS customer, *************************.   On July 17th, 2024, contact to discuss the issue was initiated with ************************* in order to address pricing 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

  07/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had scheduled a PODS service for 2 containers. On June 21st they dropped off the first one with the 2nd scheduled to arrive on the 25th. On the 22nd I realized the first one they dropped off was damaged and does not lock. I called to get it replaced and spoke to 5 different people cause no one would help me. They told me they couldnt replace it until July 1st but I had to be out of my house by June 28th. They told me there is nothing they could do about it. So I had to cancel their service and use another company that could help me on my time line. They still charged me $531 and refuse to provide a refund because I cancelled. I didnt cancel cause I changed my mind, I canceled because they sent me a damaged container and couldnt replace it in time before I had to move. In the last 3 weeks Ive spoken with over 10 different people and no one will do anything.

  

  Business response

  07/17/2024

  RE:       *********************** (CID 167700204)
              Complaint #: 21996705
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, ***********************. ********************** records reflect that the ******, agreed to the PODS rental agreement through their online PODS portal the same day as the account was set up and ordered. The policy as outlined in the agreement; if a customer cancels their order after the initial delivery has occurred, which was the case for the ******; policy is to schedule the pickup, and customer will be responsible for delivery fee, first months rent, and Contents Protection Coverage option, which is what equals to $531.43, in the ****** case. No Compensation is warranted. Should there be any further concerns PODS 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 the ****** may have endured.  PODS Enterprises, LLC prides itself of its quality customer service and I regret that the ****** 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. With receipt of this correspondence PODS Enterprises,LLC considers this matter resolved.

  Customer response

  07/17/2024

   
  Complaint: 21996705
  
  I am rejecting this response because:
  
  I did not cancel because I felt like it or changed my mind. I was forced to cancel because I was delivered a damaged pod and they could not provide me a replacement one in time before I had to be out of my house. What was I supposed to do? Move my stuff onto the street? I begged for a new container, spoke to 5 different people and not one person told me they could replace the pod in time  I had no choice but to cancel because of pods damaged container and inability to replace it in time  

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

  

  Business response

  07/19/2024

  RE:      *********************** (CID 167700204)
              Complaint #: 21996705
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, ***********************. According to the ******* response, its confirmed that they initiated canceling. In light of these circumstances, no compensation is warranted in accordance with the terms and conditions as previously outlined. For direct inquiries, PODS can be contacted at **************. Our customer service team is available Monday through Saturday from 8:00 AM to 10:00 PM EST and Sundays from 10:00 AM to 6:30 PM EST.

  Customer response

  07/19/2024

   
  Complaint: 21996705
  
  I am rejecting this response because: I am not denying I initiated the cancellation. But the reason I had to was because they could not replace my pod in time with one that was damaged. I had to be out of my house June 28th but the soonest they could provide me a new pod was July 1st. They forced my hand as I had no choice to find someone else who could give me a container before June 28th because they could not. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This has been an exceptionally challenging time for my family during our military move.We have been working with PODS for 3 months on coordinating and executing the move and everything was going smoothly until it came time to collect our weight tickets (which are required to be included with the military's reimbursement system). Not having the empty weight tickets is putting significant hardship on our family as we are struggling to make ends meet. The military pays a specific amount per pound which incentivized us to use PODS as we are to be paid $11K for our time and troubles.At this time, I have called in 5 times and went through their email system without any resolution. The employees at PODS have been helpful on the call creating new tickets for their resolution team, but I have not yet been contacted back by anyone or followed up with after my initial calls.Calls about this issue:- June 4th for 7 minutes.- June 11th for 15 minutes.- June 13th for 6 minutes.- July 7th for 13 minutes.- July 11th for 3 minutes (this one the person on the line pretended to not be able to hear and cut out their voice as it was outside of working hours and they did not want to deal with it).What we truly want is for the empty weight tickets (for 1 LARGE and 1 SMALL container) to be provided as documented in our order that we have paid for otherwise we are out a substantial amount of money.

  

  Business response

  07/22/2024

  PODS has received your correspondence concerning the customer, *************************. Due to unforeseen circumstances, **************** experienced a delay in receiving his military weight tickets. We would like to assure you that this issue has been promptly addressed,and as of July 19, 2024, the weight tickets were emailed to ****************. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are further inquiries or additional information is required, please feel free to reach out.
  

  Customer response

  07/22/2024

   
  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:

  Answered

  More info

  I am writing to formally lodge a complaint regarding my recent experience with PODS. I rented a storage unit and subsequently purchased the contents/container protection through the PODS website. However, the website failed to clearly outline the coverage details and exclusions until after the purchase was completed. This lack of transparency prevented me from making an informed decision, and had I been provided with the necessary information upfront, I would have opted for a more reliable alternative.Moreover, due to a breach in the seal/door of the PODS container, pests infiltrated the unit, causing significant damage to my personal belongings. As a result, I was forced to dispose of approximately $3,000 worth of property. This incident was not caused by any action or negligence on my part but was a direct consequence of the compromised integrity of the container provided by PODS.In my efforts to seek a resolution, I filed a claim with the insurance company, Unirisc, but my claim was denied twice. Given that this issue originated with the purchase on the PODS website and the significant financial loss incurred, I am seeking a full refund of $1,144.92 for the rental and associated services.This request is made in good faith, considering the inadequate disclosure of exclusions prior to purchasing the contents/container protection and the substantial damages I have suffered due to the compromised storage conditions. I believe that this resolution is fair and just, reflecting responsible business practices and customer service standards. I trust that ********************** will address this matter promptly and to my satisfaction.Thank you for your attention to this serious issue.

  

  Business response

  07/16/2024

  RE:       ***************************** (CID 167998362)
              Complaint #: ********
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS Enterprises, LLC customer,*****************************. ********************** can only respond to how the coverage was presented, therefore any claim disputes would need to be addressed directly through ************  If ******************** is disputing the validity of the denial she would need to contact ************ directly and go through the applicable dispute process. Please have this complaint removed from PODS Enterprises, LLC and forwarded to ************, ***************************************************** as ******************** 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 ******************** 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

  07/17/2024

   
  Complaint: 21983098
  
  I am rejecting this response because: my complaint is NOT based solely on the denial. My complaint is based on the way your insurance information is presented your website; which purposefully leaves pertinent information out that would be necessary for a consumer to purchase vs. not purchase an insurance policy advertised prior to checkout of the pod itself. The insurance is presented based off the amount of desired coverage based off the value of the contents inside the pod, and willfully excludes most of the exclusion clauses. Those clauses are only disclosed AFTER a purchase is made. Had I been made aware of this I would have never used you. Your customer service reps refuse to help or submit a support ticket based off the omissions on your website and they have refused to even issue a partial refund based off something of no fault of my own. Willfully omitting information prior to purchasing is not a truthful or fair business practice. The cost of my services so far $1144.92. I wasnt asking for a full refund, rather a partial refund.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/19/2024

  RE:     ***************************** (CID 167998362)
             Complaint #: 21983098
  
  Dear ****************:
  
  I am in receipt of your correspondence concerning PODS customer, *****************************. A thorough review confirms that ******************** booked her order through PODS' online portal. During the booking process, all customers are responsible for reviewing the terms outlined in their agreements,which detail the services they have elected to receive including the additional contents protection option. Additionally, it is verified that ******************** accepted PODS' rental agreement at the time of booking, indicating her acknowledgment and agreement to all pertinent information as outlined. There is a red hyperlink confirming an option to click on Rental Agreement, providing the customer the option to read the agreement prior to booking their order.Customers also have access to all legal documents via their online account under the documents tab after booking. Should they decide to cancel their booked order prior to the scheduled service date of a PODS brand container being delivered to the property, such options are available. Therefore, no compensation is deemed warranted under these circumstances. For further assistance regarding their account or billing, customers are encouraged to contact ********************** directly at **************. Our customer service team is available Monday through Saturday from 8:00 AM to 10:00 PM EST and Sundays from 10:00 AM to 6:30 PM EST.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that ******************** 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

  07/19/2024

   
  Complaint: 21983098
  
  I am rejecting this response because: their response is simply not true. The do not list all the exclusions at the time of purchase that would influence someones purchasing  decision. 
  
  Sincerely,
  
  *****************************

• 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.

*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. ↩