PODS Moving & Storage

We had a terrible experience with pods. On friday November 14 the Bristol facility dropped off a pod that was- facing he wrong direction, had a broken lock, infested with bugs, and an incorrect size. When we attempted to reach customer service both their phone line and their website were down. By the time customer service was back online it was Monday the 17th. At that point we were told someone could come out and flip the pod around on the 18th. I was charged for this repositioning (73 dollars) even though written instructions indicated the pod should’ve been delivered the opposite direction. When the driver came to flip the pod he let me know the pod was extremely dirty and broken and that he was embarrassed it had even been left with us. At that point I called pods CS again and requested a new pod be delivered. I was told I could get a new pod delivered on Wednesday, November 19th. I was charged for this pod (yes, you’re reading that- I received three pods total, one of which was infested with bugs and I sent back unfilled. I was charged on my card for that). The pod was delivered the 19th at 7am. I repeatedly had told customer service that I needed the pod to be off my property by the 21st at 9am because the home was closing that day. The pod was therefore picked up on the 20th around 5:30 pm. This essentially cut the time I was able to fill my pod to less than 48 hours, when I originally had 5+ days to fill the pod but could not because it was infested. Since that time my husband or I have called pods at least three times, and not until today November 26th was I told I would be refunded for the third pod I was charged for. When I requested additional customer service in the form of some sort of credit for the time lost (again- at minimum four full days) ,and stress I was told I received a 100$ credit to compensate me for my time/stress and the 73 dollars I paid to have the pod repositioned. Essentially giving me a 27$ credit for the lost packing time and time spent on the phone with customer service simply being reimbursed for a service I did not receive. When I asked for the case to be elevated I was told there was nothing else to be done. When I asked for a copy of customer service transcripts where I was told by a CS employee I deserved at minimum a 400$ credit, I was told I’d have to have a lawyer request those documents through court. When I asked for assistance from my local Bristol pods facility, like a phone number for a manager, i was told that was not done. I believe pods behavior was predatory and intentionally neglectful. I would not recommend pods to anyone and I am disappointed that this is the level of customer service provided after multiple requests for help and follow up. Edited on 12/6 because they responded to my comment they would “follow up. ” I received an email yesterday that said they reviewed the issue and they’re not at fault. That was the level of additional customer service I received. I do find it amusing Pods responded faster to my public complaint posts than they did any other communications I tried. To have with them. My original opinion to steer clear of pods remains.

After the blizzard we had a week ago delayed the delivery of our POD, I was anxiously awaiting its arrival. Jaime J. was our driver, and boy did she do an amazing job. Very skilled and impressive work maneuvering the pod around the driveway and getting it in an optimal location so that we could load it in the easiest manner. Very pleasant and professional demeanor, answered our questions and even gave us some helpful tips. I wouldn’t hesitate to recommend her to friends, family, or anyone else who was thinking about moving. Jaime was a joy to work with. -David D

Jaime J was extremely helpful and professional during my delivery. She provided her expertise and advice on the delivery method to help my unload process easier. I appreciate her attitude and dedication to her occupation. I hope future clients are lucky enough to have Jaime as their PODS representative!