July 2023 by James S.
I used PODS to move from Santa Barbara, CA to suburbs of Philadelphia. Initial container drop off and pick up in Santa Barbara went smoothly as scheduled. There was a glitch in their system night before it was supposed to be delivered in Pennsylvania, which led to some stress; however container was delivered on time as scheduled to my driveway on 7/18.Then the problems started. The empty container was originally supposed to be picked up on 7/20; however, the delivery window came and went without a call from PODS driver. I called the customer service number and they reached the local New Castle, DE PODS manager who said he would send someone that afternoon. I received a call from a PODS driver who mistook me for a different customer and said he would call the manager to get an update on my container.I have called the PODS customer service line 5 times now and each time they try to call the New Castle, DE PODS manager who only seems to pick up the phone some of the time. I have asked for the manager's number, but they refused to give it to me stating company policy. They even marked the container as picked up in the system despite the fact that it is still in my driveway blocking parking access for myself as well as the other tenants in my house. I feel like they are gaslighting me at this point by claiming the container was picked up whenever I call in.I have filed a complaint with the better business bureau to try to get this resolved, but am still waiting for it to be picked up. PODS really shot themselves in the foot with the container pickup as I absolutely would have used their service again until this huge problem at the very end. I will definitely not be using PODS when it comes time to move again.Updating my post to reflect that PODS did eventually come pick up the empty container 5 days, 5 customer service calls, and 1 better business bureau complaint after the initial scheduled pickup window. Kimberly from PODS corporate called me after receiving the BBB complaint and was the only person I spoke with during this entire time who appeared to actually want to help me resolve the issue. She gets 5 stars, but my PODS experience as a whole only gets 2 stars.
