PODS - Portable On Demand Storage Complaint - Consumers Beware if Damage Occurs
LITTLETON, COLORADO -- I used three 16 foot PODS to move from NY to CO. The people in customer service were nice on the phone, accommodating with changes and seemed like a dream come true for my moving experience. I spaced my POD units out over a a few days for packing. The delivery to my new home would be within a few weeks.
When the PODS arrived to my new home the first two were fine. There were no problems with my items. The last POD (which was the first packed) arrived after being packed up for three weeks with serious water damage to my belongings because the plastic roof, which is secured by washers and bolts, was damaged.
There were missing bolts and several of the bolts had separated from the roof allowing the roof to flap open in the wind, rain and snow. Along the back of the POD there was only one bolt holding the roof down. I took pictures of the water damage and mold on my belongings, the water stains and mold on the inside of the POD and pictures of the damaged roof.
I called in to customer service and filed a claim immediately (within a few hours of receiving this POD). Three days later, when the POD was to be picked up, I showed the driver the roof and he came out with a broom and easily lifted the back portions of the roof. He wanted to check if the roof was properly secured, and he verified that it was not. He called in to the district office and described the damage. He even left me a business card and wrote the name of a person with whom I should speak.
After the POD was picked up, I was asked to send over pictures as proof of damage. Then, I patiently waited a month for resolution, for some kind of reply. PODS emailed back stating that there was no damage to the unit (even with proof of pictures) and that water damage was not covered -how convenient! In a phone call, they stated that the driver denied lifting up the roof and they continue to adamantly deny any damage to the POD at all.
So, the water damage was described as "my fault". Now I must pursue a legal process to try to recoup my extensive losses. I detail my experience to save other people from the expensive personal loss that I have incurred by using PODS. PODS does not live up to their claims of safe, clean and secure storage and protection of personal belongings. I have lost thousands of dollars (well over twenty thousand) due to water damage that was sustained during my cross country move.
Company Response on 03/02/2009:
March 2, 2009
Complaint # 49635
On 1/19/09, ****** contacted PODS, Inc. to file a claim for content damage due to water intrusion and the claim was processed. On 2/20/09, ******* was presented an initial offer in the amount of $1,000.00 as a no fault/goodwill gesture with which she declined. This matter remains open under re-investigation as per ******* request until such time as an agreed upon resolution is determined.
PODS Enterprises Inc. prides itself of its quality customer service and I regret that ******* experienced anything less and please be aware that our representatives have been mentored correctly. We sincerely apologize for any instance where a customer is not completely satisfied with a PODS experience. When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments.
Please do not hesitate to contact me directly at (727) 538-6332 with any questions or concerns.
Incident Resolution Administrator
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