PODS

I have had nothing but problems with PODS this past rental. They seem to be having problems with internal dispatching and communications. Here are the problems I’ve encountered:
1. I placed my order on the phone (I had placed a similar order last summer since we run a theatre company that does outdoor summer productions). I was sent a notice to go online to sign an agreement. However, everytime I clicked the link sent in the notice it sent me to the PODS website which displayed only last year’s order and not this year’s. This happened several times and I received phone calls, emails, etc. I tried calling to take care of the problem and your representative was rude. I never was able to sign your online agreement for this reason. Later I found out that you apparently assigned a new customer number for this year’s order (why would you not keep the same customer number and change order numbers?), but the link I was sent to was for the old customer number.
2. The location where the POD needed to be placed is accessible only by key card access. I provided PODs with detailed directions, a map, and instructions regarding my need to be there to give the driver access, but none of this information was relayed to the driver.
3. I discussed a pick up date when I placed the order and then called back to check on the pickup date. I was told that the date had been set and asked if I wanted to change it. I told the rep, I was fine with the date he said was already scheduled in your system and, therefore, did not need to make any changes.
4. No one called or showed up on the date I had been told the POD would be picked up, so I called your company and the representative to whom I spoke told me no pick-​up date had been scheduled. She seemed incredulous that I had scheduled a date until I described my previous conversation in detail. Because my rental agreement for the theatrical space was ending and I needed to have the POD removed asap, she made arrangements for the POD to be picked up today. I was told I would receive a call with my 3 hour window yesterday evening. I received a call that the driver would be at the venue between 2 and 5pm today.
5. At 8:10 this morning, I was awakened (I keep late hours) by a call from the PODS driver who stated he was on his way. I explained that I had been given a 2pm-​5pm window and had just awakened so I would not be able to meet him to give him access until 9:00 am. He said he would call back to make sure I was there at 9 am. I hurried to the venue and arrived by 9:00. After waiting for approximately 15 minutes, I called the driver and no one answered. I then called my husband and asked him to call the driver because my cell phone was low on batteries. The driver told my husband that he had taken another job and wouldn’t be at our venue for another hour. My husband called me to come home since it would be a while before the driver would show up again.
6. I called PODs to let them know about all the trouble we have experienced. A very condescending representative told me that since I had not shown up when the driver first called, my window would now be changed back to 2−5pm (as if what happened was somehow my fault). I explained that the driver had told my husband he’d be back in about and hour and that I just wanted to make PODs aware of all the issues with lack of communication we had experienced and to make sure that the driver would be there when he said he would since I did not want to have to wait all day long. She, nevertheless, said that had spoken to the field office and that the delivery window would be changed back to 2−5pm. She was snide and condescending in tone throughout this conversation.
7. Not 10 minutes later (around 10:00 am), I received a call from the driver that he was on his way and we needed to go meet him. He had the wrong address and none of the directions I had provided repeatedly on how to find the access road. I had to give him directions over the phone again, and my husband has now interrupted his morning work schedule to go meet the driver who we hope will show up.
8. People’s time matters. POD’s lack of follow through and internal communication has caused us to lose hours of valuable time dealing with what should have been a very simple process. Since we did not experience these problems last year, I am not sure if they are a symptom of growing pains. In any case, I hope they look at improving their systems management and customer service, or we will not be able to use their services again.

After going through the hassle of self-​storage, I figured I would give this service a try. I will always do self-​service in the future if I need to move again, because it was NOT worth the shadiness, dishonesty and fraudulent behavior of this company.
PODS advertised and priced one month of storage and drop off and return of unit to PODS location; I was later denied this service and told I hadn’t ordered it when I called customer service. The website clearly advertises that the price I paid for these services includes drop off and return of the unit, with no mention of additional fees for same-​day return. I was given no option to select a return date, only an option to select – and pay for – the date that the unit would ultimately be delivered to my new residence after the up to one month of storage. On the day my unit was delivered, after it was loaded, I called and said I needed it to be picked up and returned to the PODS location. I was told that this could not be done until almost 2 weeks later, or 4 days prior to the time it would need to be delivered to my new location, and past the expiration of my lease, which would make the unit subject to towing. When I protested, I was only informed that I would be responsible for paying for the towing. I spent almost an hour on the phone with PODS. I was told that I had not in fact ordered one month of storage, even though I had paid over $ 256 for one month of storage. After begging and pleading, a later date was scheduled for the return of the unit to the storage facility, which was late enough to risk me losing money under my lease and which just barely missed the mark of getting the unit towed away by my landlords. At this point in my conversation with the customer service agents, I decided to make things clear and indicate that when the unit would be dropped off at my new location, I would need it picked up again and returned to the PODS facility that same day. I was only THEN told, for the first time, that same-​day return is an additional $ 125, even though the quoted price that I received clearly indicated that the approximately $ 520 total I would be paying for everything included delivery of the unit, return to the location and one month of storage, then delivery of the unit at the new location and return to the storage unit. There was NOTHING in the quote or purchase details indicating that I would need to pay another $ 125 for same-​day pick up, or $ 250 additional total to have same-​day pick up for both the locations, the old and new apartments. This company has exhibited truly shady advertising, marketing and customer service. I requested a partial refund and was denied, which is laughable given what PODS has and will continue to put me through for the next couple weeks.
Though this became a minor point after dealing with the PODS customer service representatives, the unit was not even on time. I was given a 3-​hour delivery window, and the unit did not arrive during this time. I had to call to find out what was going on, and the customer service representative told me that the 3-​hour window was only an «estimate,» and she was unable to give me any idea as to when the unit would be delivered; she could only confirm that I was on the list for the route for that day. I got a call about 20 minutes later from the driver saying that he was another 30 minutes away. Ridiculous.

To get my POD picked up I have been on hold for 1 hour 45 minutes and still going… customer service has been terrible all the way through. Good idea for a business, but awful execution. I definitely would not use them again.

I am EXTREMELY angry and disappointed with PODS. I called the customer service office several days ago and told them to deliver my pod tomorrow (⁵⁄₇) during street sweeping hours of 11 am to 2 pm so there will be a place to park it on the street. PODS completely ignored me and told me via a recorded call tofay (⁵⁄₆) that my pod will arrive hours before the street sweeping period — when it is guaranteed there will be no place to park the pod.
I called customer service tonight (⁵⁄₆) to see if the delivery time can be changed. It literally took one hour to get the correct rep on the line. Then she could do nothing but email a scheduling supervisor with a request to change the delivery time — but he won’t see the email until tomorrow morning, at around the same time my pod could show up. I have scheduled movers to come that day to help me unpack. I can’t reliably tell them when to show up because I’m not even sure if my pod can be parked.
I will NEVER, EVER use PODS again, and I will tell everyone I know who contemplates using them to find another company — and there are plenty of them.

Our escrow closing has been up in the air, so we asked when the deadline for canceling would be to avoid a charge. We were told if we called before 4pm, we could cancel without any penalty. So, we called at 3:30pm… and were on hold OVER TWO HOURS!!! Seriously! Then they tell us they can cancel it, but they don’t have control over the billing and that they’re not sure if the individual location will charge us the $ 75 cancellation fee or not, BUT… they won’t give me the contact for the location who has this control?!
Even talked to the manager, Magaly Boateng, and she couldn’t confirm that we wouldn’t be charged. This screams SCAM to me! Such horrible customer service!

If I could give ZERO STARS to PODS, I would. Trust me on this. We were moving from LA to Honolulu. Because PODS told us specifically that in order to get the container out from the San Diego port, I needed to have the POD ready for pick up by 5÷29÷14. Per their request, we were all packed up. PODS picked up the container on 5÷29÷14. I called into PODS on 6÷5÷14 to see when our POD was going to arrive in Honolulu and a representative tells me it is still sitting in the Chino Storage. I am pretty upset about this because they will now be charging me an additional $ 149.99 for another month of the POD rental since the whole process has been delayed. PODS said that because I did not follow up with them, our container was sitting in the Chino Storage. As a customer, why would I have to be the one to follow up with them??? I then had it escalated to a Manager and the Manager apologized for not getting back to me sooner because they have too many investigations and that customers may be wrong because they do not listen. Wow! Way to exceed customer’s expectations. In addition, the manager said I should have been the one to follow up with the representative. I’m sorry, am I not the customer and did I not just pay a $ 2900 for crappy customer service? I will be reporting them to the BBB. Speaking of the BBB, they have over 300 complaints and I wonder why.
DO NOT use PODS. I would rather go with Matson, PASHA, or Horizon. I WILL NEVER USE PODS AGAIN!

I didn’t even get to the point of using them. I was so mad with the customer service I received. I originally filled out an online quote form. The next day I received an email saying that they often have special and to reply to email or call my direct line listed. I decided to take advantage and sent a detailed email outlining my needs. I received a return email saying that he (Julian service-​rep) would like to talk to me personally. So I called the number. Got voice mail. Left message saying I would be available until 4. I got a call at 4:05 (while driving — handsfree) Where Julian presided to ask me how he could help. I said I was confused because I had emailed him and he said that he wanted to speak to me. He said he doesn’t actually send those emails a secretary does and that he didn’t have his email in front of him to look at so I was going to have to tell him again «to be thorough». I now have a fussy child in the back and am about to meet up with family. Julian then tells me he can tell that I am busy and that maybe I should call back at a time that is more convenient for me. I was irritated and still wanted a quote, until the next day I received another stock email saying how «As your personal moving coordinator, my job is to provide you with the best pricing and the best moving and storage experience ever.»
No thank you!!! If this is how my experience starts, then I looked at reviews yikes.

We used PODS for a long distance move from the east coast and were very worried after reading so many negative reviews.
Our experience, however, was great! Our POD was delivered right out front of our new apartment on time. None of our items in the pod had broken, or even shifted (though we did diligently tie everything down).
The pickup was also on time and both drivers were friendly and efficient. We’re located on a pretty busy street and neither driver was flustered or rude in the least about it.
All in all a great service that we would recommend.

The pod arrived, we loaded and it was picked up as scheduled. I have not had it sent to me so I can unload it yet. No problem with the pod.
I’m using the pod for storage for a few months and when I started looking at PODS I was sent a quote.
I STRONGLY recommend that when talking with a customer rep that you have then send you a full, detailed, itemized quote. The original quote sent to me, that was generated by me providing info on their website, was nothing like what was talked about when I talked to the rep. So do yourself a favor and get that up front. It has been a couple months since I talked to them so I don’t recall the details. They may have mentioned every line items but I don’t think I was told what the price would be for each transaction.
The big surprise to me was the $ 49 insurance fee that was added on each month, BTW the insurance and the monthly fee are both taxed.
Bottom line, before agreeing to use their service, ask for an itemized, detailed quote because the itemized quote will have more line items and charges that the initial quote that is generated by the website.

Found animal hairs on bed upon opening pod to unpack. Unpacker had immediate reaction as he has allergies to cats. Also found large dead roach on floor of pod with what appeared as food chips. I had insurance through pod and reported problem immediately. I filed incident report last Thursday with pictures. I need to replace box spring and mattress. Followed up with e mail to company representative as directed. Still waiting for response. I advised I would file negative report and still no response.

Delivered 2 hours late. Loaded up the pod and the door would not lock. I had to use string to pull down the one side. Possible because of uneven ground. I’ll update the review once our service is complete.

I WILL NEVER USE PODS AGAIN, AND HIGHLY ADVISE THAT YOU SEEK ALTERNATIVE COMPANY TO ASSIST IN YOUR MOVING AND STORAGE NEEDS!
Same complaint as all the others. We stayed home from work to accommodate delivery window. No show, no apologies and said they were not scheduled until we sent them our confirmation email and again blame game. Insisted they come back the next day. The window was 11 – 2, the guy shows up at 6 and was not able to drop cause street was to full with cars, hence why we has 11 – 2 window. Driver said he would be back next day to no avail. When we called to get to bottom of this idiotic mess, we were told that it was not there fault, REALLY! Can you believe we were also told that there was not a supervisor we could speak with and were told no!
Believe me, we just finished 9 months of re-​building a house and dealt with a plethora morons, but this company takes the cake!

PODS storage container company sucks. Never order from them. Not only did they miss my first delivery time yesterday, they’ve missed their delivery time again today. Their call center representatives are useless. #badcustomerservice

I’m torn as I write this review. Part of me want to give four stars because the experience served a purpose. Part of me wants to give two stars for reasons that I will most likely never use them again.
Anybody that considers using PODS must consider the following:
1. Your container will be tossled around both in pick up and delivery and everything in between. (for me, tossled is a word) You need to know that your container will be moved every time someone else needs their container moved. It’s like a big deck of domino’s. Visit the yard and you will know what I mean. Pack your POD knowing that this will happen. I had several pieces show up broken.
2. There is no temperature control. Be careful what you pack. Don’t pack candles or anything else that can melt. Because it will.
3. Plan your move accordingly. Your rent is paid in 30 day increments. Do not plan your move half way into your month. There is no proration. It is in your contract.
4. Know ahead of time if you have authorization to have the container parked at your house for 2 – 3 days. If you need to have the container dropped off in the morning and picked up the same afternoon it will cost you $ 250.00. And yes there is a final delivery fee. Even if you paid your rent for the month and you are having it delivered half way through. Remember, no proration. Yes delivery fee.
As I mentioned using POD’s served a purpose. I moved out of one home and had a six month window before moving into my new home. It saved multiple moves into and out of a storage unit. And to unload your POD nine feet from your front door is a definite plus.
Plan accordingly and it will work for you.
Good luck!

If I could zero stars I would. Never have I experience such poor customer service. They «FORGOT» to pick up my pod today after I got I got a confirmation call last that they would be here between 10:30 — 1:30. How do you forget a pick up. Then when I called @ 6:30 pm. I was told I would be on hold for 5 min. Well 37.48 later, poor Kenneth McKeller answered my call… needless to say he got my WRATH!!! I have over 100 people coming to my house for my daughters graduation tomorrow. If this thing is not gone by 10 am, heaven help those who work for PODS! They suck!!!

Zero stars. Customer service was useless. Most of them don’t return your call when they say they will. We scheduled our Pod for delivery about 2 weeks before we needed it. They sent email confirmation and charged our credit card (over $ 1500 from SF to LA). Then didn’t deliver our stuff until 5 days later!!! We had to sleep in an empty place, on the floor. They didn’t compensate us at all. They even over-​charged us. We are still dealing with them trying to get our money back. HORRIBLE company. I highly recommend using another company. Almost forgot to mention… our stuff has water damage and mold. SO disappointed.

Very bad experience. They deserve zero stars. Caused damage t o a neighbors building when they pick up the POD. They promise to get back to me and never did. I make a complaint to management and ask for support in the repairs, they never got back to me.
In addition, their billing and invoices are basically incomprehensible with many hidden charges. Customer support is awful.
DON’T USE!

God willing I won’t be moving for quite some time, but I will never use PODS again — nor would I recommend them to anyone. First they told us if their containers get ticketed (there’s no driveway to our building, we’re in DTLA, so the PODS are on the street) it was our responsibility to pay. So i call my district’s council office to get the city 411 and they say as long as it’s gone in a day it’s fine. We pony up the bucks for same-​day pick up.
They don’t pick up.
I call on Sunday and am told PODS made a mistake, they would remove the charge and pick up first thing Monday.
It’s noon Monday PODS are still there, sucking up parking spaces, and the woman from the call center said I’m scheduled for a pick up Tuesday morning. No matter of my re-​explaining the issue helped. She said they could not override this. Nor could she further give me a time for «morning.”
At this point, I’m hoping the homeless guys don’t decide to move in.
Not a customer-​service oriented experience.

The manager (John) was helpful and friendly. Everything was ready for me as expected. Things went well without a hitch.