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PODS Enterprises, Inc. Complaint - DO NOT USE PODS
Complaint
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
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
Company Response:
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.
Comments:
Posted by justthefaxx 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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