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PODS is horrible
Posted by Burleigm on 07/28/2010
The PODS delivery guys was awesome, went out of his way to help. The problem is with the customer service/billing. First of all, I think the way PODS does their quotes is disingenuous. If you get a quote for moving, the quote only includes initial delivery and first months rent - it does not include the relocation or the final pick of up of the container. In the end, it will likely cost at least double what they quote. The particular problem that I had was that I had it originally quoted as storage. Then, when things changed and we instead used the pod to move, I had to pay according the higher "storage pricing structure". I was told that even though I didn't use their central storage facility, the fact that I didn't revise the quote makes it impossible for me to use the cheaper rate. It was told several times over the course of a couple weeks that a "platinum" service representative would call me back, but that never happened. PODS customer service reps were very rude and unhelpful and the 25 mile move cost me over $650!!!. Don't chose PODS, for the same money you could hire professional movers!

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Company Response on 8/22/2010:
Dear Burleigm,

We are in receipt of your complaint with PODS Enterprises, Inc and we are concerned about the service you are reporting. We would like to assist with bringing some resolution to the situation. Would you please provide your PODS Enterprises, Inc. account information via email address below and we would be happy to assist. We have also provided a toll free number for your reference.

Thank you

consumerresolution@pods.com

(888) 776-7637 ext. 6303

PODS Enterprises, Inc.

The Best Moving & Storage Idea Ever.

     
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Posted by Alain on 2010-07-29:
Appreciate the information about the rate structure.
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PODS: Where the customer is anything but king.
Posted by Jack Newberry on 07/24/2010
I had to move and had about a week difference between when I needed to be out of my old place and when I could get into the new place. So I called Pods and their pricing was comparable to other moving companies. They delivered the pod as requested; I loaded it up, packing it to the brim with my stuff and that's when the trouble started.

When calling to move it to the new place, their pricing had suddenly changed, increasing by almost 50%. By that time, my stuff was already 'hostage'. Yes, I could have unloaded it, made new moving arrangements, but I figured that this was simply a billing error on their part and a quick call to customer service would fix it. -wrong-. In fact, dead wrong. Not only did I make many incredibly frustrating calls to customer service (each time getting a different answer), but they refused to budge and one representative even insisted that I was essentially 'lying'. They even charged my card without asking with the disputed amount.

These guys have atrocious customer service, will change their billing on you without notice and will even charge your card. Reading these reviews online and on sites like www.podsripoff.com, I can see that my experience is not unusual for the way this company apparently conducts business. I wish I had researched more before my move and saved both headache and money.
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Company Response on 8/22/2010:
Dear Jack Newberry,

We are in receipt of your complaint with PODS Enterprises, Inc and we are concerned about the service you are reporting. We would like to assist with bringing some resolution to the situation. Would you please provide your PODS Enterprises, Inc. account information via email address below and we would be happy to assist. We have also provided a toll free number for your reference.

Thank you

consumerresolution@pods.com

(888) 776-7637 ext. 6303

PODS Enterprises, Inc.

The Best Moving & Storage Idea Ever.

     
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Posted by Anonymous on 2010-07-24:
Is it just me, or is it weird that companies like this don't have contracts?
Posted by Jack Newberry on 2010-07-25:
Absolutely! Or even a simple invoice emailed once the reservation has been made stating 1. The exact services to be performed, 2. The time / date estimation, & 3. The exact cost for the services. That would save a ton of hassle and headache on both sides. However, I imagine that some aspiring corporate climber came up with the brilliant notion that direct and honest communication like that takes away from their bottom line, since their billing issues seem to tip in their favor. However, they didn't think to add in their formula the cost of unhappy customers, negative press and the cost of customer service response (or lack there of) for the unhappy customers..
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Did not disclose extra fees
Posted by Julia spent $1,000 to move 1/4 mile on 06/27/2010
I ordered a POD online and was quoted a certain amount and then was charged more than double, which came to roughly $1,000 to move 1/4 mile and keep for 1 month.
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Company Response on 8/22/2010:
Dear Julia,

We are in receipt of your complaint with PODS Enterprises, Inc and we are concerned about the service you are reporting. We would like to assist with bringing some resolution to the situation. Would you please provide your PODS Enterprises, Inc. account information via email address below and we would be happy to assist. We have also provided a toll free number for your reference.

Thank you

consumerresolution@pods.com

(888) 776-7637 ext. 6303

PODS Enterprises, Inc.

The Best Moving & Storage Idea Ever.

     
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Posted by tnchuck100 on 2010-06-27:
Details, please.
Posted by raven2010 on 2010-06-27:
Huh. I tied to go to www.pods.com to see if I could find their TOS, and I got a "SERVICE UNAVAILABLE" message.
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Property damage
Posted by Cockytex on 05/28/2010
tire tracks and broken wall
tire tracks and broken wall
PFLUGERVILLE, TEXAS -- We rented a pod for a move from Hot Springs to Austin. All went well until they picked up the empty pod.
The driver backed his truck right over a landscape boundary wall, destroying a major section of it.
This happened on Jan 28th in full view of us and some of our new neighbors. We also took pictures of the event and of the tire tracks clearly going over the wall.
On Feb 27th, a representative of Pods came out and said that they would be getting back with us. They never did.
On Apr 28th, we called Pods and, after negotiating their phone menus, we finally spoke to a representative who referred us to "Platinum Services." (That moniker must be some kind of inside joke!) After 15 minute on hold, they told us that the claim had been closed as the representative had "concluded that the Pods truck had not done the damage." They re-opened the claim and said that a local representative would be contacting us.
This is May 28th and we have yet to hear from them. Another call, another long wait, and another representative told us that someone would be calling. They have not.
Never Pods, never again.

Read Company Response
Company Response on 8/22/2010:
Dear Cockytex,

We are in receipt of your complaint with PODS Enterprises, Inc and we are concerned about the service you are reporting. We would like to assist with bringing some resolution to the situation. Would you please provide your PODS Enterprises, Inc. account information via email address below and we would be happy to assist. We have also provided a toll free number for your reference.

Thank you

consumerresolution@pods.com

(888) 776-7637 ext. 6303

PODS Enterprises, Inc.

The Best Moving & Storage Idea Ever.


     
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Posted by MDSasquatch on 2010-05-28:
Did you file a police report?

Small Claims Court?
Posted by MRM on 2010-05-28:
No offense, but this isnt major damage. You can repair with little effort. If this was a fence that is damage, then you would have a case.
Posted by cockytex on 2010-05-30:
MRM
It is several hours of work for a mason. Estimates are about $800. Maybe minor to you, but is significant to most of us. A fence would actually be less of an issue and easier and cheaper to fix.
Still, that is beside the point. Pod broke it and Pods should have fixed it promptly.
Posted by Skye on 2010-05-30:
You might as well take them to small claims court, since they seem to be ignoring the fact they caused the damage. They probably hope you will just go away, but why should you? You are entitled to have your property in the same condition as it was before. They did the damage, they need to take responsibility and fix it. Or have it fixed, and then take them to small claims court and sue them for what it cost for the repair.

Good luck!
Posted by madconsumer on 2010-05-30:
i don't see the damage.
Posted by Anonymous on 2010-05-30:
The concrete.
Posted by cockytex on 2010-05-31:
Madconsumer
You are looking at a long pile of rocks. That used to be a wall.
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Late Delivery & Poor Customer Service
Posted by KJRobear on 05/07/2010
CLEARWATER, FLORIDA -- DO NOT USE PODS!!!!!

LATE DELIVERY & POOR CUSTOMER SERVICE!
With absolutely no responses from PODS (except that I would be contacted within 48 hours, ha ha), I have no spent my time filing a dispute with American Express. This may be the only way to get resolution.

My complaints:
1) I would not have received my furniture, if I had not demanded it.
2) I was promised a call to discuss compensation for my troubles. No call.
3) I have followed up with the PODS online service for communication and received no responses.
5) I was told repeatedly that PODS records all communications and the communications would be reviewed. No response.

I originally booked PODS with the understanding that my PODS would leave Streamwood, IL on 2/26 with a 4 day transit. I called to schedule delivery in NC and was told the PODS did not leave IL until 3/3 and it would be a 6 day transit. I waited. Then I called to coordinate the order of my PODS delivery and was told my PODS went to the wrong service center, they would open a review ticket to determine who was at fault and I would be contacted within 72 hours. How could the destination Service Center be my fault? Why do I have to wait for a review? After not hearing anything on 3/9 I called, demanded my belongings and said that your investigation into why my belongings went to Greensboro, NC could wait until after I received my belongings. Only then, did I receive a call back and assistance in getting my belongings. PODS has now caused tremendous stress on my new job because I was unable to complete my move in the expected time I took off to do so. I am now traveling and the PODS are scheduled for delivery on the earliest date available of 3/11, of which is a day forecast for thunderstorms. This is 2 weeks from when the PODS should have left IL. The PODS customer service pitch about being better than movers has completely not held true in my case. It has been a nightmare of stress. I fully expect an adjustment to my PODS bill to reflect PODS mishandling, my time already expended, the hassle and the additional unpaid time away from work that I will need to complete my relocation.

The driver, Bud, from Greensboro, NC was terrible and refused to put the POD where I requested it and he damaged and scratched up the driveway with a pipe used to leverage the POD into moving over about a foot.
Sincerely disappointed in the service,
Read Company Response
Company Response on 5/20/2010:
Dear KJRobear,

We are in receipt of your complaint with PODS Enterprises, Inc and we are concerned about the service you are reporting. We would like to assist with bringing some resolution to the situation. Would you please provide your PODS Enterprises, Inc. account information via email address below and we would be happy to assist. We have also provided a toll free number for your reference.

Thank you

consumerresolution@pods.com

(888) 776-7637 ext. 6303

PODS Enterprises, Inc.

The Best Moving & Storage Idea Ever.
     
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Not the best solution around
Posted by PdxMacGuy on 04/23/2010
Identical Snow boards, One was facing up exposed to top of POD roof damaged by 9 months of UV
Identical Snow boards, One was facing up exposed to top of POD roof damaged by 9 months of UV
I have 2 major complaints about the PODS.

1) The sunroof for light is convenient but does ZERO to block UV. My Tape Disintegrated, items completely lost color. I might as well have left everything in direct sunlight for 9 months since the roof only protects from water. I have pictures of two snow boards which were identical when added and 9 months later one was stripped of its color. I am so glad I ended up not putting my sofa in the thing.

2) The insides are constructed of 4x4s which make fitting boxes sung an issue. The spacing rarely fits the items well and thus your belongings could jostle very easily. The beams are across the ceiling as well. These factors really limits the usable space. Storage with smooth walls makes a good packing job better. Especially is going a distance with the POD.
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Company Response on 4/29/2010:
Dear PdxMacGuy,


We are in receipt of your complaint with PODS Enterprises, Inc and we are concerned about the service you are reporting. We would like to assist with bringing some resolution to the situation. Would you please provide your PODS Enterprises, Inc. account information via email address below and we would be happy to assist. We have also provided a toll free number for your reference.

Thank you

consumerresolution@pods.com

(888) 776-7637 ext. 6303

PODS Enterprises, Inc.

The Best Moving & Storage Idea Ever.
     
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Posted by Alain on 2010-04-24:
PODS would might say it was up to you to protect the items from light when you packed them and it's up to you to pack things snugly. Your review is helpful in pointing out some problems to watch for if you're using PODS, though. Thanks! By the way, the picture is helpful, too.
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PODS Nightmare!
Posted by Mrindianajones on 04/17/2010
PODS Container, go to facebook link in my profile to see all the damage!
PODS Container, go to facebook link in my profile to see all the damage!
RIVERSIDE, CALIFORNIA -- We stored our property with PODS in Riverside, CA for two years during a move from another state. We purchased our own insurance for the property as it was equivalent to or better than the insurance that they offer through one of the great insurance companies out there. USAA We paid them to take our property from our home store it in what they said would be secure, dry, and a temperature controlled environment. We agreed to the normal indemnity clause and storage at your own risk clauses. However, two years latter when we opened up the unit, it had sever smoke damage due to industrial smoke from trucks or the equivalent, heat damage to items and property near the top of the unit, and had clear signs of water damage to the unit that was not there when we started the contract. Also many items even though protected had just been banged up severely beyond normal storage and transportation. Personal insurance does not cover for industrial smoke or transportation damage only fire and accidental or theft. They see those issues as fault with carriers and service providers. Nonetheless, we sent them pictures of the sever damage to our POD outside unit which clearly shows they mishandled the unit. There were holes on the outside of the unit that broke and cracked the inside wood walls. Structural beams were jarred out of place. The roof had water soiled depressions over 3 feet in size and the spring system on the roof was crushed and bent. The rivets that secure the insulation around the top of the unit were popped out, broken or missing. They are not forthcoming about what happened to the unit as well as where it was really stored. We had black soot like material coating everything that seeped under protective plastic on the furniture, wood furniture had signs of top fading where exposed and heat damage to legs, tape virtually melted and cracked on top boxes and articles, candles distorted and twisted like oak trees and the dents and scratches to the furniture even though protected by cloths were out of the normal. We sent them photos, had insurance adjusters come out and look and sent the reports. The conclusion of all investigation is that they did not store the unit as promised in their contract with us and are now standing behind indemnity clauses to say they are not responsible when clearly they do not handle people’s property in the manner and care in which they advertise and promise. They never bothered to come over and look at the damage why the unit was with us for over a month and during our complaint. Customer service did not seem interested in solving the issue. They did not return calls the first or second time and had to be contacted several times before any response. Finally a month later they just asked for some photos. In the end all they had to say was they are not responsible and deny any claim that we have and have offered no reasonable relief to help cover the cost of repairing or even cleaning our property.
We are very disappointed. They took a of $187.00 a month for two years and we were stuck with damaged property due to their negligence and ability to properly store our valuables the way they said they would. Very dishonest, irresponsible, and unwilling to help or show they even care. Renters and movers BeWare!

We made a FaceBook page with all the photos and complete complaint.
http://www.facebook.com/album.php?aid=208073&id=646659501&l=3635c68d1d
     
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Posted by Hugh_Jorgen on 2010-04-17:
I know they are standing behind the various clauses in their contract, but this damage seems so extreme you might have some luck with a court. Might be worth an hour with an attorney to see if they think it's worth going after them in court. Good luck!
Posted by mrindianajones on 2010-05-01:
The problem we believe is all resolved now, however, we have to sign a Non-Disclosure Agreement and agree to take down and / or mark as resolved all complaints pressed on the over 30 consumer complaint sites we had listed our complaint with. We were asked if we could please stop the influx of complaint mail and exposure from all the different sites we were distributing through. It's not always the complaining that works though, you need to have good data and documentation when getting to it. Thank you to anyone who clicked and supported!

Paul Marshall
mrindianajones
Posted by Hugh_Jorgen on 2010-05-01:
Nicely done Paul! You know what they say about the squeaky wheel....
Posted by Sandy on 2012-07-24:
Are you ready for my story Paul...Forks thru the floor of my container.
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DO NOT USE PODS
Posted by Jjtrues on 06/18/2009
My name is Jessica Truesdale,

I order a POD to be delivered on May 1st 2009. I received an e-mail stating that my POD would be delivered between 515-815pm. I am in the process of selling my house and had a photographer scheduled to come by to take pictures at 330pm on the 1st of May. When I arrived home at 3pm, the POD was already in my driveway and was placed on the North side. I specifically asked for the POD to be placed on the South side. I immediately called PODS customer service and explained what had happened, they call the Albuquerque manager and he said he would move the POD and not charge the repositioning fee, since I was not home nor was I called to be warned that they were coming 3 hours early. The move was scheduled for 2 days later and I specifically told them what time I would be home to have my photographer take pictures. I then received a call 2 hours early saying they had shown up and since no one was home had left again. Give me a break I said specific times for a reason. I WASNT HOME! I then called customer service and rescheduled for the next day with exact instructions for the delivery guy to call me on his way to my house. Good thing I was home as he once again showed up 1 hour early and didn't call until he was parked in front of my house. I was able to take the pictures and he moved the POD to the correct side of the driveway. I now received a bill for over $600, stating that the automatic payment was never activated and I now owe 2 late fees, I also have a $77.24 charge for the repositioning, which I was specifically told I would not be charged for. I called and spoke with four or five different people trying to get this resolved and now when they call the Albuquerque manager he claims he never said he would not charge for the repositioning. My total amount for May 1st to August 15th should only be 604.51. However my bill already shows $619.51 and I have only had the POD for 1 1/2 months. I then called to say that I wanted to cancel my order and was told the only amount I would have to pay is $208.59 and they would come pick up the POD and I would not owe them anymore money. I am now being told that I still have to pay the repositioning fee plus a pickup fee. I asked to be connected to a manager and was told that wasn't possible as they don't have phones only walkie talkies. Are you kidding me? This is beyond ridiculous, this is the worst customer service I have ever had and now they are saying they are going to listen to all the phone calls and see what was really said. I would like to make sure and receive copies of these calls as I don't trust that will not be foul play to make it sound like what they want it to say. I want this issue resolved in a timely matter and I want even involved to know that due to these issues I will NOT pay another penny to PODS for the pickup of my container nor will I pay the repositioning fee. Please feel free to contact me by e-mail or phone

Read Company Response
Company Response on 7/17/2010:
Dear Ms. Truesdale,

We are in receipt of your complaint with PODS Enterprises, Inc and we are concerned about the service you are reporting. We would like to assist with bringing some resolution to the situation. Would you please provide your PODS Enterprises, Inc. account information via email address below and we would be happy to assist. We have also provided a toll free number for your reference.

Thank you

consumerresolution@pods.com

(888) 776-7637 ext. 6303

PODS Enterprises, Inc.

The Best Moving & Storage Idea Ever.
     
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Posted by Anonymous on 2009-06-18:
You need to always remember that what is said by phone is not the same as what is written on paper. You should have asked for written proof that they weren't going to charge you for repositioning.
Posted by jjtrues on 2009-06-19:
I have the proof in an e-mail, I included a copy in the complaint and also the one that went to the BBB. But your right I should have asked for a letter as well. Hopefully it will all be settled
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Rip Off!
Posted by Toby65 on 05/03/2009
08002, NEW JERSEY -- I'm moving California from NJ & I went online to get a quote, I was disappointed to find out after I had gone threw all the information input on their site & was told I had TO CALL for a the quote anyway! If that wasn't annoying enough I had to repeat all the information again (even though the web site said I wouldn't have to & gave me a number to call) when I did call, I was given a quote more than double the competition (& that included a free month storage!!)

I will tell everyone DO NOT USE THIS COMPANY, it's a ripoff!
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Company Response on 01/07/2010:
January 7, 2010

my3cents.com

toby65

Dear Valued Customer:

We are in receipt of your complaint with PODS Enterprises, Inc and we are concerned about the service you are reporting. We would like to assist with bringing some resolution to the situation. Would you please provide your PODS Enterprises, Inc. account information via email address below and we would be happy to assist. We have also provided a toll free number for your reference.

Thank you

consumerresolution@pods.com

(888) 776-7637 ext. 6303

PODS Enterprises, Inc.

     
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Posted by Anonymous on 2009-05-03:
Toby, interesting info. You jump thru all the hoops then end up doing it all over again with a live person only to find their prices are out of line. Good post, thanks!
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PODS Moving - Professional Service
Posted by CJ10 on 04/21/2009
We moved with Pods and the transition was a very pleasant and seamless one largely due to all the professional assistance that we received. Not only were they very cooperative and helpful on the occasions that we visited our storage unit but when the actual move became closer they kept us updated via e-mail on the progress and estimated dates of arrival. This professionalism really generated a lot of confidence that our entrusted goods were in safe hands.

I would have no hesitation in recommending this company in the future.
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Company Response on 3/4/2010:
I just wanted to thank you on behalf of PODS Enterprises Inc. for taking the time out of your busy day to write these kind words about our company.

Thank you

consumerresolution@pods.com

(888) 776-7637 ext. 6303

PODS Enterprises, Inc.

The Best Moving & Storage Idea Ever.
     
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Posted by BokiBean on 2009-04-21:
Glad you were happy! VH review
Posted by madconsumer on 2009-04-21:
great review.

very helpful.
Posted by Anonymous on 2009-04-21:
A company that keeps its customers informed...I like it!
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