Complaints
This profile includes complaints for PODS Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,802 total complaints in the last 3 years.
- 376 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:05/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Got a POD in Denver, CO to Antioch, TN. Picked up the POD in Denver in 21 Apr 22 and was supposed to be delivered to TN residence 30 Apr 22. They already charged our account the full amount of $3850.00, and charged us twice.. We have called everyday since 30 Apr 22 and no one can tell us where our stuff is. They keep saying it will be delivered tomorrow and the next day same thing. We have requested to talk to managers and they tell us there's no managers there and won't give us a number to call the warehouse. Everyday it's been the same thing, they can't track our POD and there's nothing they can do. There has been no resolution and they aren't helping to find the POD. They have not been helpful at all and keep telling us to call back the next day.
Business Response
Date: 05/25/2022
Business Response /* (1000, 5, 2022/05/09) */ I am in receipt of your correspondence concerning PODS customer **** ******. On May 6th, 2022, contact to discuss the issue was initiated with Ms. ****** in order to address her concerns and work on 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 Ms. ****** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that Ms. ****** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.Initial Complaint
Date:05/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, My pods customer number is Customer ID # XXXXXXXXX. I ordered my pods, and scheduled it for drop off to move to a new location in another state. My pods was scheduled for delivery on Saturday 3/19/2022. It arrived Monday 3/21/2022. There is a order in for that date, after I called on 3/20/2022 to ask where is my pod. I also asked for a refund of the 170.00 delivery charge to offset the cost of the minimum charge I agreed to for movers. I have called no less then 6 times to resolve the matter. Kismet, who has never called me back, is my case manager. XXX-XXX-XXXX. I got his number from the chat feature when explaining my growing frustration.Business Response
Date: 06/06/2022
Business Response /* (1000, 5, 2022/05/09) */ I am in receipt of your correspondence concerning PODS customer ********* ******. On May 6th, 2022, contact to discuss the issue was initiated with Ms. ****** in order to address her concerns and work on 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 Ms. ****** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that Ms. ****** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. Consumer Response /* (3000, 7, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off my last name is ******. second I have been promised a refund of my Pod delivery for close to a month now, and still haven't received it. I'll never use this service again. Business Response /* (4000, 9, 2022/05/13) */ Ms. ****** accepted the settlement offer that was presented. PODS considers that the matter has been resolved amicably.Initial Complaint
Date:05/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This Company is shady! Bait and switch tactics!A sales inbound specialist sold me a pod based on a competitors quote over the phone. A price of 3,000 was agreed on for all charges. It is the only reason I decided to proceed and book it. After which I was hit with more charges than the agreed on price! 1,000 more than was agreed on!Business Response
Date: 05/20/2022
Business Response /* (1000, 5, 2022/05/06) */ I am in receipt of your correspondence concerning PODS customer ****** ********. On May 6th, 2022, contact to discuss the issue was initiated with ****** ******** in order to address concerns and work on 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
Date:05/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They refuse to stop auto payments after my request. They won't remove my card from on file. They state it's in a rental agreement but it is not. I've asked for proof and even refuse to provide it. Consumer laws protect my right to ask for a removal of my card from on file and stop auto pay once I request it. I had it off several months ago but they recently put it back and won't help remove it.Business Response
Date: 05/25/2022
Business Response /* (1000, 5, 2022/05/06) */ I am in receipt of your correspondence concerning *** *****. Due to Ms. *****'s concerns being directly related to the billing, the account is under review with our PODS Billing/Collections department at this time. Upon completion of the review, a member of our PODS Billing/Collections team will reach out to Ms. ***** directly to discuss. We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ***** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that Ms. ***** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. Consumer Response /* (3000, 7, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was called today with a message left that says "you aren't on auto pay so not sure what else". I spoke to billing/collections last week who said "I will take you off of auto pay until December". As if I'm not paying the bill she also gave me some sort of official "if you don't pay by 10 days after due date we will start proceeding against you". I was threatened and I was harassed just for asking for the law to be upheld. They can't keep my card on file if I say it can't be. I also informed my bank and changed cards. I don't want it removed until December. I want All my cards removed permantly. I want a credit as well for the harassment in making me feel like I'm a crook for not paying when I've never missed a Payment. I also don't understand how each c/s rep is so poorly trained they can't seem to get their stories correct. And also my due date is the 4th yet when I go online on the 4th I get a "no payment due" because they don't have their own ducks in a row so that I have to go in the next day at which time it says "past due". Abs I have screen shots proving this. They are a horrible company. Their website is inadequate and slow beyond belief. They gave me a hard time about my request and then harassed and threatened me to sell off my unit. Maybe you should listen to the taped calls or read the texts. I've never had a good experience. And won't ever use them again. I have no idea why they think they can take my auto pay off until December. That's not the law Business Response /* (4000, 9, 2022/05/12) */ We appreciate Ms. *****'s feedback and understand her concerns. We do not have the ability to delete a customer's entire credit card since it goes through a tokenized process. Ms. ***** has the ability to make direct payments via her on-line PODS account.Initial Complaint
Date:05/02/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 5/1/22 I contacted PODS to have my container picked up and taken to the PODS facility in Warren. I was told that I couldn't have it picked up until a balance of $941.30 was paid. I inquired further because my payments were set to auto pay. She was not able to help me further and advised that I call billing back on Monday 5/2/22. I contacted billing and spoke with Tabitha who advised me that my balance due is $1,812.60. I don't understand how my account can get this far behind and I not be contacted or my account be flagged. I log into my account and it shows that my current monthly amount is due of $297.10 (not that my account is past due). I have every bill set up on autopay and the moment a payment does not go through or for the full balance the company contacts me. That is until PODS. I am looking to get this account resolved and never do business with them again. I am seeking a billing adjustment for a portion of the total balance due.Business Response
Date: 06/24/2022
Business Response /* (1000, 5, 2022/05/06) */ I am in receipt of your correspondence concerning **** **********. Due to Ms. **********'s concerns being directly related to the billing, the account is under review with our PODS Billing/Collections department at this time. Upon completion of the review, a member of our PODS Billing/Collections team will reach out to Ms. ********** directly to discuss. We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Ms. ********** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that Ms. ********** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. Consumer Response /* (3000, 7, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company did not respond to my complaint. They simply sent a reply saying they received my complaint. I have not received a call or email from them requesting any additional information nor did they provide any additional information regarding my request. Business Response /* (4000, 9, 2022/05/11) */ Our PODS billing specialist attempted to reach Ms. ********** on May 9th, 10th and 11th, 2022 leaving a voice message to help provide further assistance. Consumer Response /* (4200, 11, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I HAVE RETURNED THEIR CALLS MULTIPLE TIMES AND EACH TIME I GOT TRANSFERRED TO MULTIPLE DEPARTMENTS UNTIL THE LAST PERSON SIMPLY DISCONNECTS THE CALL. I HAVE CALLED 855.304.9887 AND 877.770.7637. ON THE 11TH MY PHONE DIED WAITING FOR MY CALL TO ANSWERED BECAUSE EVERYTIME IT WAS ANSWERED I WAS TRANSFERRED. I WANT THIS MATTER RESOLVED BUT IT IS IMPOSSIBLE TO DO WHEN YOU CAN'T SPEAK TO A LIVE PERSON. Business Response /* (4000, 13, 2022/05/18) */ Our PODS billing team specialist spoke with Ms. ********** who had additional concerns that need to be addressed. Our PODS advocate has reached out to Ms. ********** to gather additional information as to how we can be of assistance. Consumer Response /* (4200, 15, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I RECEIVED AN EMAIL FROM KIMBERLY BENTLEY AT PODS "Good Morning Dawn, I am in receipt of your feedback via the Better Business Bureau. The information received was in regards to an issue with the collection of payment on the account. Due to the nature of the feedback we requested that one of our PODS billing/collection team members reach out to you directly. We have now been informed that you have a dispute in regards to the pricing on the order. In order to address you concerns and discuss the specifics on the PODS account, please verify the PIN. What particular invoice(s) or charge for service was in question?" ON 5/18/22 I RESPONDED ON THE 18TH WITH THE PIN AND DETAILS OF MY COMPLAINTS. ON 5/25/22 I RECEIVED ANOTHER EMAIL FROM KIMBERLY BENTLEY "Good Afternoon Dawn, Thank you for the additional information for the review. ON 5/26/22 I RECEIVED ANOTHER EMAIL FROM KIMBERLY BENTLEY "Good Morning Dawn, I wanted to provide a status update that I have reached out to our PODS collections team for additional assistance and am currently waiting their response. " SO FAR I STILL DO NOT HAVE A RESOLUTION. THERE IS NOTHING TO ACCEPT AS OF TODAY Business Response /* (4000, 17, 2022/06/01) */ On May 31st, 2022, one of our PODS billing specialist attempted to reach Ms. ********** and will continue to do so in order to help reach a settlement with the hopes to resolve the matter amicably. Consumer Response /* (4200, 19, 2022/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I HAVE TRIED CALLING THE NUMBER BACK PROVIDED IN THE VOICEMAIL BUT IT DID NOT LEAD TO A ACTUAL PERSON THAT CAN HELP. I SPEND ABOUT AN HOUR GETTING TRANSFERRED. I SENT A FOLLOWUP EMAIL TO KIMBERLY B.ON 06/02/2022 "From: **** ********** <****************@live.com> Sent: Thursday, June 2, XXXX XX:XX AM To: Kimberly B. <********@pods.com> Cc: **** ********** <****************@live.com> Subject: EXTERNAL Re: PODS Incident #XXXXXXX This email originated outside of PODS. Please verify sender before clicking links or opening attachments! ________________________________________ Good Morning, I have attempted to return a call I received from the PODS collection team 5/30 & 5/31 and have been unsuccessful. Is there a direct number or person that I can call to get a resolution. Thank you" SHE REPLIED ON 06/07/22 WITH THE BELOW "From: Kimberly B.<********@pods.com> Sent: Tuesday, June 7, XXXX XX:XX AM To: '**** **********' <****************@live.com> Subject: PODS Incident #XXXXXXX Good Morning ****, I have been provided with a direct number for one of our PODS billing/collection specialist who will be able to directly help you with your account. Please contact Jonique, who is aware of your concerns, at #XXX-XXX-XXXX. Respectfully, Kimberly Kimberly B. Customer Advocacy Specialist - Office of the Executives o XXX-XXX-XXXX f XXX-XXX-XXXX e ********@pods.com" I CALLED THE NUMBER PROVIDED 2X AND LEFT A VOICEMAIL. SO FAR I STILL DO NOT HAVE A RESOLUTION. THERE IS NOTHING TO ACCEPT AS OF TODAY Business Response /* (4000, 21, 2022/06/10) */ Our PODS billing/collections specialist provided a settlement offer to Ms. ********** which was accepted.Initial Complaint
Date:05/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Thank you in advance for your time and attention. Due to some error or dysfunction in the POD delivery service that I'm not privy to, a request to have a POD container delivered from Los Angeles California to Oceanside California (about 80 miles) initiated about one month prior to a planned move was not able to be coordinated. For whatever reason, POD said they could deliver to Riverside California. So, my grandmother's POD was delivered to my house rather than the house she was living in (with my aunt) in Oceanside. It was to be delivered on a Friday (4/29/2022) and picked up on the following Saturday (4/30/2022) due to the risk of code violation in my city. The POD was not picked up Saturday, and upon further inquiry they stated it would be picked up Monday. It was not. A combination of three people have been on the phone with POD trying to get a new pickup date scheduled, and we're met with hangups, being passed around in endless and useless phone circles, etc. quite frequently. I've now had to be in contact with my city's code violation team and am hoping to avoid penalties associated with code violation from this container stuck in the middle of my driveway. While not the greatest concern, it simply adds insult to injury that during this time I also have no access to my cars charging station in the garage requiring I spend time and money that I wouldn't otherwise have to for some unforeseeable period of time. It's been quite frustrating, and honestly this is only the tip of the iceberg. As far as I know from reports I've received from other members of my family, just getting the POD delivered at all (to the wrong address) took approximately 15-30 hours on the phone. Thanks again!Business Response
Date: 05/25/2022
Business Response /* (1000, 5, 2022/05/09) */ I am in receipt of your correspondence from ****** ****** concerning our PODS customer. On May 6th, 2022, contact to discuss the issue was initiated with Mr. ****** in order to address his concerns and work on 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 Mr. ****** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that Mr. ****** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.Initial Complaint
Date:05/02/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Contracted w/PODS to transport belongings from Ma. to Co. Estimated delivery date given was 5/2/22. It did not arrive. In speaking w/a representative we were told our POD was in Kansas, would not explain why, and would not be delivered, tentatively, untilFriday-no guarantee. This has caused us to put up in a hotel w/no guarantee of reimbursement.Business Response
Date: 05/10/2022
Business Response /* (1000, 5, 2022/05/06) */ I am in receipt of your correspondence concerning PODS customer **** *****. On May 6th, 2022, contact to discuss the issue was initiated with Mr. ***** in order to address his concerns and work on 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 Mr. ***** may have endured. PODS Enterprises, LLC prides itself on its quality customer service and we regret that Mr. ***** experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. Consumer Response /* (2000, 7, 2022/05/10) */ Our issue is resolved. The container arrived on 5/6. They say they will reimburse us for the extra hotel stays 5/2 - 5/5. Thank you, **** *****Initial Complaint
Date:05/02/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Due to a new job, I had to store my personal belongings for a period lasting about 2 years and decided a PODs container would be the best choice. However I was extremely wrong. When I finally returned home and requested the delivery of my POD I was told I would be charged a long distance delivery fee (not discussed originally and my new address was not even 50 miles away from my last home). I was also double charged my monthly rental payment in the long distance quote and had to argue over the phone with multiple representatives and over multiple dates to explain the overcharge. Then a week before the schedule delivery I was contacted by PODs to inform me that when my POD was transferred to a warehouse for shipment they had discovered a gash in the roof of my POD and if there was damage to my belongings to file a claim. On the date of my move April 22nd, I opened my POD to a musty stale smell and horrible water damage/black mold satins to my sectional sofa, cracks in my custom dining room table from water exposure, stained curtains, and soft cracked wood on the legs of my entertainment center and bedroom dresser mirror. When I sent photos of the destruction to my furniture, the claims rep told me that PODs would not reimburse me for the damages and would only pay for the cleaning of my couch. I now have to replace many items of furniture (over $5000) out of my own pocket due to their improper care and storage of my container. I would recommend people do not trust this company with their personal belongings and choose another option for long term storage. The whole process has been a miserable frustration and I regret choosing PODs.Business Response
Date: 06/17/2022
Business Response /* (1000, 5, 2022/05/04) */ I am in receipt of your correspondence concerning PODS customer, ******** *********. On 5/4/22, an attempt was made to reach out to Ms. ********* regarding her concerns and she advised she wasn't able to complete the call. A review of her account as well as the property damage claim is in progress at this time. Ms. ********* photos provided - didn't confirm any damages nor substantiate the amount requested . 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. Consumer Response /* (3000, 7, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has still been no update from PODS on the status of my claim regarding my destroyed furniture and it has now been about a month. I have had to order a new sofa, $5000 out of pocket, and will be waiting for the delivery until the beginning of August. This is again due to PODS poor customer service and lack of proper handling for peoples' containers. Business Response /* (4000, 9, 2022/05/23) */ Our PODS advocate has been in communication with Ms. *********. After review, the photos that were received show little to no damage. The damage on the couch appears to be able to be cleaned. Ms. ********* provided an estimate for cleaning fees which will be refunded. Ms. ********* is also asking for additional compensation , and we have requested additional documentation on 5/4/2022 to substantiate the additional fees requested .
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