Getting our container delivered, and getting paid fairly for the trouble

This is our formal demand and notice of claim regarding order #600687425, customer #203973434, container 18884VX, under the Services Agreement accepted June 25, 2026. I am Munim Moiz, the authorized contact, writing on behalf of the account holder, my brother Haseeb Moiz.

The facts, per your own documents. PODS collected our fully loaded container in Brooklyn on June 27 and committed in writing to deliver it to our Cleveland residence on July 10 (original Order Confirmation; re-confirmed by your July 8 "ACTION REQUIRED: Confirm your delivery" email, which we confirmed). On a 2:21 PM call on July 8, your representative Ian told us the container had been LOST, estimated delivery around July 14, offered $100, and declined to put any of this in writing. Your portal now shows July 24. When I then asked your chat agent only to log my written claim and give me a reference number, the agent replied he was "unable to assist," provided no reference number, and ended the chat.

Your written record is false and requires correction. Your July 8 change notice states the order was updated "As you requested." We never requested a change to a later date. The only delivery-date request we ever made was for an EARLIER delivery, which is exactly what your own driver note records: "cx request an early delivery if possible." PODS moved the delivery roughly two weeks later, after losing the container, and then attributed that change to us. Misplacing a container within PODS's own network is not a circumstance beyond PODS's reasonable control.

What we require, as a single package, in writing, by end of day Thursday, July 10:

1. Delivery on or before July 14, 2026, confirmed in the MyPODS system and by email. A verbal date is not a commitment. A delivery attempted after July 14 cannot be received, and any resulting fee will be disputed.

2. Refund of the transportation charge of $1,670.11 (long-distance transit $1,601.26 plus the $68.85 fuel surcharge). PODS was paid this amount to transport a container it admits it lost; the transportation service was not performed as agreed.

3. Displacement compensation of $75 per day, from July 10 until actual delivery, consistent with PODS's own goodwill practice: $300 if you deliver July 14; $1,050 at your currently scheduled July 24. This compensates the service failure and displacement itself and is separate from, and additional to, the transportation refund above.

4. Waiver of the $234.45 redelivery fee scheduled for July 23, and of any missed-delivery fee or card hold prior to actual delivery. Any such fee charged will be disputed with the card issuer under 12 CFR 1026.13 as a charge for services not rendered.

5. Written confirmation that no promotion reversal, additional rent, or storage charge will be assessed as a result of this PODS-caused delay.

6. Written correction of the July 8 "as you requested" notice, confirming the change was initiated by PODS for operational reasons and that the customer had requested earlier delivery.

7. So we can understand what happened, please also provide in writing: (a) the date, time, and facility of container 18884VX's last physical scan before July 8; (b) the date PODS first determined the container was misrouted or could not be located; and (c) whether that determination predates the July 8 "ACTION REQUIRED" email that still confirmed July 10 and referenced a $75 fee and a card hold. Please treat the container scan history and the send logs for both July 8 emails as within the records-preservation request above.

The $100 offered by phone is not a resolution of this matter. I accept it only as an unconditional partial goodwill credit that settles or waives nothing. All rights are reserved under the Services Agreement, the Florida Deceptive and Unfair Trade Practices Act, and the Ohio Consumer Sales Practices Act.

Absent a written response meeting the above by end of day Thursday, July 10, we will proceed with complaints to the Better Business Bureau and the appropriate state authorities.

Munim Moiz, authorized contact, for Haseeb Moiz (account holder)

PODS solicited my confirmation of, and pre-authorized charges for, a delivery it already knew it could not perform, then told me in writing that the resulting two-week change was "as you requested."

We moved our household from Brooklyn to Cleveland (Order #600687425; the account is in my brother Haseeb Moiz's name and I am the authorized contact). PODS picked up our loaded container on June 27 and committed in writing to deliver it on July 10. Its own July 8 email still confirmed July 10, and we confirmed.

That same day a PODS representative told us by phone that the container had been LOST. He offered $100, refused to provide anything in writing, and refused to document the reason for the delay. The portal now shows July 24. PODS then sent a written change notice stating the order was updated "As you requested." That is false. We never asked to move the delivery later; the only delivery-date request we ever made was for an EARLIER delivery, which PODS's own driver note records ("cx request an early delivery if possible"). PODS moved the date roughly two weeks later after losing our container, then papered its file to make the change look customer-requested.

When I asked the live-chat agent only to (1) confirm my written claim was logged on the order and (2) escalate it with a reference number, the agent replied that he was "unable to assist you with this matter," referred me to a billing phone number, and ended the chat. A supervisor callback promised earlier the same day never occurred. PODS has provided no reference number, no written reason for the delay, and no written response of any kind.

Everything we own is in that container. We are camping in an empty apartment on an air mattress and have kept interim costs to a minimum. Nobody can receive after mid-July, so the July 24 date will fail. Despite this, PODS still intends to charge a $234.45 redelivery fee for the delivery it failed to make.

Desired resolution: (1) delivery on or before July 14, confirmed in writing; (2) refund of the $1,670.11 transportation charge for a transport that was not performed as agreed; (3) waiver of the $234.45 redelivery fee and any missed-delivery fee or card hold before actual delivery; (4) written confirmation that no promotion reversal, added rent, or storage charge will result from PODS's delay; (5) written correction of the false "as you requested" notice; (6) displacement compensation of $75 per day from July 10 until actual delivery.

Subject: Order 600687425: PODS admits container lost, July 10 commitment now July 24, receiving window closes July 14

Dear Mr. Schutte and Mr. Schwartz,

I am asking for executive help because your front line has failed at every step. The facts, all documented:

1. Order 600687425, container 18884VX, Brooklyn NY to Cleveland OH. $3,051.15 paid, of which $1,670.11 is the transportation charge.
2. On July 8 your representative Ian told us by phone that PODS has lost the loaded container. Delivery was committed for July 10. Your system now shows July 24. Ian mentioned roughly July 13 but nothing is in writing and his promised callback never came.
3. On July 8 PODS emailed us a date-change notice described "as you requested." We never requested a later date. The only delivery-date request we ever made was for an EARLIER delivery, which your own driver note records. That contradiction is in writing on your side.
4. The same day, your chat agent refused to log or escalate a written claim, gave no reference number, and ended the chat. Your "ACTION REQUIRED" email still shows July 10, a $75 fee, and a card hold.
5. Hard constraint: someone can be home to receive only through July 14. After that nobody can receive, and the July 24 date fails completely.

What I am asking for: (1) delivery on or before July 14, confirmed in writing today with a named owner; (2) removal of the $75 fee and the card hold; (3) refund of the $1,670.11 transportation charge for a transportation service that was not performed as agreed; (4) a Customer Advocacy case number.

A formal written demand and a BBB complaint have been filed, and an FMCSA household-goods complaint has been filed against USDOT 1397252. I would much rather this be solved by your team than by regulators or reporters. One call or email with a firm pre-July-14 date resolves it.

Munim Moiz (authorized contact on the account)
[your phone number]

@PODS lost my family's loaded container (order 600687425, Brooklyn to Cleveland). Your own rep admitted it by phone on July 8. Delivery was promised July 10, now shows July 24 in your system. Then you emailed me an "as you requested" date change I never requested, plus a $75 fee. Please fix this.