PODS Enterprises, Inc. Complaint - PODS service is horrendous
Horrendous service from PODS. This company just cannot get their act together. After dropping the ball multiple times throughout this process, PODS has made the delivery almost unbearable. Every time I called them to check on delivery of the empty POD, pick-up of the packed POD, etc. I found that they either incorrectly recorded my information from the previous call or didn't take the information down at all. If you are game to use them (I never will again), you MUST call and confirm and call again and reconfirm every thing they say they will do. My POD delivery was scheduled three weeks ago for yesterday (Friday). They called the night before (Thursday) to say they had too many orders to deliver and would deliver Saturday instead. I mildly complained (by this point they have really beaten me down) to no avail. I called them this morning (Saturday) to confirm the delivery. PODS gives you a 3 hour window and tell you they will call 30 minutes in advance. I reconfirmed (had done this before) that I did not need to be present for delivery. They confirmed I did not need to be here. I had a meeting about 20 minutes away and planned to leave to return once hearing from the driver, but wanted to be certain that they would deliver just in case. I confirmed that the driver would be calling me 30 minutes in advance. I confirmed that the number he should call was my cell number. Mid-afternoon the driver called to say he was at my house (not on the way, but AT my house). He then told me that he could not deliver without me being there because there were some branches that he would brush with the truck coming in the driveway and I might need to sign a waiver. He needed to call his dispatcher to discuss. These "branches" are very small foliage from a small tree close to the driveway. I gently brush them every time I drive down the driveway in my SUV. I told him not to worry about the branches, but that I'd be happy to sign a waiver if he needed it and that it would take me 20 minutes to get there. I also pointed out that he had not called 30 minutes in advance as promised. He lied and claimed he had called and left a message on my answering machine. When I asked him what number he called, he gave my old Connecticut home number. Interestingly, there is no answering machine on that number, it simply rings and rings if you call. So it would not have been possible for him to leave a message. Obviously, he had my cell number because he had just called it. I immediately headed to the house. On my way the driver called to say the dispatcher said yes I needed to sign a waiver, but he had instructed the driver not to wait but to leave. I complained bitterly pointing out that he had not called 30 minutes in advance and that it would not have been possible for him to leave a message as he claimed and that I would be there in 10-15 minutes. I asked if I could talk to the dispatcher. He said tough luck and gave me the PODS 800 number. I called on my way home. They were absolutely no help. I tried everything I could to get them to have the driver wait. It made no difference to them that the driver had not called in advance (or called an old number despite the fact I had given them my cell phone number numerous times and they obviously had it because that's the number he called when he arrived at my house with no notice). They didn't care that the driver had obviously lied about leaving a message on my answering machine. I arrived home 19 minutes after talking to the driver and he was gone.
Company Response on 8/22/2010:
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.
(888) 776-7637 ext. 6303
PODS Enterprises, Inc.
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