Action 9 investigates Pods after family's belongings crushed


ORLANDO, Fla. - An Oviedo family blames a portable storage company for thousands of dollars in damages after it accidentally crushed their belongings.

Portable storage units are very popular now but the fine print in the contracts could really cost you.

Action 9's Todd Ulrich took their case to the company for answers and results.

The storage Pod had crashed some 30-feet to the floor with their belongings inside.

“Everything was basically smashed,” said Efrain Rivera.

Rivera and his wife rented a portable storage unit from Pods in Longwood. They loaded it and paid the company to move and store it at the Pods warehouse.

Later they received a call from Pods about the forklift accident.

“When I saw all those pictures again, it broke my heart again,” said Lydia Rivera.

There’s a broken sofa table, broken plates and framed art. Six months later, the family claims the Pods insurance company only offered to pay $2,700 after they documented more than $8,000 in damages.

"My position is you dropped it so you should be taking care of it,” said Efrain Rivera.

He said a manager told him the insurance he purchased through Pods had "minimal coverage" even when the company was at fault.

“The territory manager just stopped returning calls or emails,” said Rivera.

Pods does have an A rating at the Better Business Bureau but there are also more than 300 complaints, many involving disputes over damage and insurance.

Like moving companies, storage company insurance usually offers minimal coverage and the contract limits their liability.

“Consumers should be aware of what the insurance they are purchasing will actually cover,” said BBB President Judy Pepper.  

Pods told Ulrich it has a consumer support team to review the complaints and customer satisfaction is a priority.

“They break our stuff and they don't respond,” said Rivera.

Three days after Action 9 contacted Pods, the company said Efrain Rivera will now be covered for the total amount requested.

With any mover or storage company, the basic insurance offers minimal protection. Consider an upgrade.