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Susan of Manchester, NY June 1, 2009
I ordered a 16' container to be delivered to my home April 3, 2009, for a move from Colorado to New York . I researched this at PODS website and then BEFORE I did an online contract contacted PODS by phone to make sure I understood everything. Everything sounded great so I went back online and filled out the necessary information and waited for my container to be delivered. The delivery to my home in Colorado went well. From that point on the entire nightmare began. There are two people in PODS "Flex-Move" Logistics department that seemed to handle these long range moves -- Mario and Karen. They were the only two I could speak to. The problem with this entire situation is the fact that I was told my container would be at my destination warehouse in New York within 5 days with 8 days being the absolute longest it would take. My container was picked up on April 10th and I didn't see my belongings until May 12th. I was told by both Mario and Karen (and Denise, Russell, Jeff, Judy, Shawn, Annette, Ba, Gary, and John of PODS Platinum Services) that because I got such a "low rate" that PODS would ship my container to its destination "at PODS convenience". A household move at PODS convenience when they bill you monthly? It didn't even make sense but they all seemed to have the same answer when all else failed. According to my notes I made a total of 17 phone calls to PODS with an average on-hold time of 18 minutes. It ranged from 5 minutes to at one point 23 minutes on hold. At one point I was told by Karen that my container had finally left the warehouse in Colorado only to find out at my next call that the container still had not been moved. I asked who was hauling the container east and was repeatedly told I did not need that information, that they didn't know who had the container or that they wouldn't know who the carrier for the container was until a driver actually picked it up. That was very disconcerting as it was like telling me that once my household goods left the PODS warehouse in Aurora, Colorado that they wouldn't know who had them or when they would actually arrive (or if they would arrive) at destination. When you phone PODS the message is that all calls are recorded. I do not understand then, if that is the case, why management is not listening to these calls and doing something about the many, many, complaints. Since my container was delivered so late I had to pay for another month now called "rent". Now I am waiting for the refund of my "refundable deposit". I wonder how long that will take or if I will even get it. Due to my experience I would never, ever recommend this company to anyone. I wish I had found this website before I went with them. Terrible experience.
Karen of Plant City, FL May 26, 2009
We ordered three pods on or about May 7-09 and again on-5-12-09. All were picked up on 5-14-09. We were told that they would be delivered in Hammonton,NJ on 05-27-09. We are living out of one suit case, sleeping on the flood and eating on a card table. ALL of our belongings are in the pods including my extra medison
Now after several phone calls we were told that they are in N J but can't be delivered until 06-02-09. They are sitting in a ware house in New Jersey where we live but still will not be delivered. This I know I will never use them again and will tell others know not to use them. I need my pills and this delay in not actable. I am angry that they do not keep their word. Had we known this would have been done we would have used a moving company. Cheryl of Redlands, CA April 15, 2009
I had a POD storage delivered in August of 08 for a remodel I was doing at my house. I was told that it would be delivered between 8:am and 9:am while I was home. When 11:am rolled around and the Pod had not arrived I called and was told they never give a time frame and could not figure out why someone would have told me that. Suffice to say the Pod was delivered sometime in the afternoon while I was at work.
When we opened the Pod we saw it had been delivered with a dolly and moving blankets, we assumed it came with. It was not until February of 09 we notice that we were being charge on our credit card 190.00 instead of the contract price of 160.00. When we called we were told that the extra 29.00 was for blankets and dolly rental. We informed Pods that they could come an get these items because we did not order them and did not need them.
Pods Corporate office told us to keep the items and when the Pod was picked up and items were returned we would be reimbursed. We also got a letter stating this. When the Pod was picked up on April 9,2009 Jeff H from the Riverside office told us that the dolly and blankets looked like they had been used and we would only get 43.00 dollars credit.
This is really a scam, deliver when customer is not home, leave no invoice, charge for items not ordered, refuse to take the items and stop charging, promise to reimburse and then don't. I'm angry about this. The pick up driver even drove over my lawn denting the lawn and broke a sprinkler. Our original contract says 160.00, how can they change that?
Out the money. Tire print on lawn broken sprinkler
Susan of Trenton, NJ March 24, 2009
I have a signed contract with PODS to have a POD delivered to my home in Rockdale Tx on 4/4/09. I received a call from PODS on 3/22 advising that the franchise in Bryan Tx only delivers on Tuesdays. I advised them to deliver it on 3/31 instead. I have purchased airplane ticket for my son to come help us unload. Today 3/24 they are telling me it can be delivered only on 4/7. And they can't do anything more for me. I asked for either financial compensation or assistance in unloading the POD WHEN it is finally delivered. I have spoke to 2 Platinum Service Managers. Now I am promised a call back (didnt get one at 10:00 that was promised).
Cost of airline ticket to fly our son in to help unload on 4/4. No help to unload POD.
The company responds:
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.
consumerresolution@pods.com
(888) 776-7637 ext. 6303
Susan of Littleton, CO February 19, 2009
I used three 16 foot PODS to move from NY to CO. The people in customer service were nice on the phone, accomodating 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 picutres 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 immmediately (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 damge 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. PS I am not alone in this ordeal. There are other consumers who experienced similar problems in using PODS.
Losses incurred of over twenty thousand dollars in damage which include clothing, two new beds and other furniture, collectible items such as comic books, baseball cards, beanie babies and various childrens toys.
Kristin And Cliff Scarborough of Sarasota, FL December 27, 2008
My husband and I ordered a Pod on November 18th to be delivered on November 22, 2008. All went well with the initial drop-off. We were told, when we rented the Pod, that when we needed our container to call and within five days of the phone call our Pod would be delivered. This conversation was recorded and verified as factual by multiple Pod's employees. That wasn't the case by any stretch of the imagination.
We called on December 18, 2008 to schedule our Pod delivery. We were told that because of the holidays they were going to be behind and that the five day quote that they gave us would not be honored. Over the course of the next week, our delivery date changed three times, From Jan 2nd to Dec 31st, back to Jan 2nd. Each time it changed, we called to plead our case. The only response we recieved from Pods was, Sorry ma'am there is nothing we can do. I was finally given a delivery date of January 1, 2009. I was angry but paid the rest of the money we owed, 1,217.00, just to get our furniture delivered.
I have spent hours on the phone with this company pleading for someone to do something for me. I rented a house and I can't even live in it. I have three children and we are living at my sisters home sleeping on the floor just waiting to get our furniture. I have spoken to at least 7 people who haven't done anything to correct their errors.
Then today the day after Christmas my hubby gets an e-mail stating since we didn't sign an online contract that our pod has been rescheduled forJanuary 8th, 2009. That is 21 days after the initial phone call. I was quoted five days. I got on the phone and after speaking to three people this morning. I was finally able to get in touch with a manager. He said he understood my concern and would see what he could do. He called me later today and said he would pull a driver off his vacation to bring our pod to Florida but it still won't be here untill January first, which is fourteen days not the five they promised. I can't believe a company as large as Pods doesn't have enough drivers.
Further more I paid almost 1,900.00 for a service that has been lacking in any type of human compassion or commitment to their service. I threatend to call a news station today, 8 on Your Side, and told them I was planning on starting a letter campaign to try to get some help. It was then that I finally got some, not much, understanding. I will never use this company again and would not recommend them to anyone ever. I wish I would of seen this website back in November. I feel like this company thinks they can do what ever they want because they have your belongings. I just want someone to explain to me why a company as big as Pods is allowd to get away with this kind of stuff. We can't wait to see what condition our furniture is in once Pods decides to deliver it, or how long it takes for them to pick up the Pod once we're done with it.
They charged us any extra month storage fee of 199.00 and 59.00 for container insurance. We had to pay these fees because they didn't honor their 5 day delivery commitment. I was not expecting these fees three days before Christmas. They have not once offered to compensate or reimburse me for the additional costs, due to their error. Our family is still sleeping on the floor of my sister's house because we can't get Pods to commit to a delivery date.
Charlie of Morrice, MI December 20, 2008
Like most initial customers of PODS the service was very appealing to me especially because I was doing an international move from Canada to Michigan. During the initial booking, the rep asked me what my final destination in Michigan would be and at the time I did not know because we were still looking for a place....to which the rep said no problem, once you know just give us a call to let us know. He did ask me for my billing address, which is common for a credit card transaction. I NEVER ANTICIPATED THAT THIS WOULD EVENTUALLY CAUSE A HUGE PROBLEM.
The initial move went reasonably smooth, however I was somewhat curious as to why the container went to a different state (Ohio) for initial storage, but thought nothing more of it because I figured that was just a facility they needed it stored at initially. The problems began to occurr about 2 weeks ago when I went to request delivery of the container to unload. The rep said that it was a different franchise where I needed delivery, and he transfered me to a platinum agent. I explained to this individual my situation, to which he said he would pass the information to someone to see if something could be done. (During the ensuing days I was also concerned as I am approaching my rent due date for another month of storage)
After 2 days I had yet to hear back from anyone at PODS, so I called them back. I then spoke to platinum agent Adam, he said he would have his manager call me in 24-48hrs to see if the situation could be resolved. Another 2 days goes by, I don't hear back from anyone so I call them back again and talk to platinum agent Kay. She offers me 2 suggestions: go to Ohio to get my stuff, or pay an additional 1100 to have the POD moved between franchises (about 90 miles) both of which I said were unacceptable! She said she would forward my information to her manager and have followup.
2 additonal days go by and NO RESPONSE again, so I call again and talk to another platinum agent Mary Rose..this time I asked to speak with her manager, to which she was reluctant to do but gave me his name and said she would send him an email with my contact information to follow up...I DON'T EXPECT DIFFERENT RESULTS for follow up! Now I am at my monthly renewal date, because PODS cannot follow up appropriately and make a bad situation right! I just want my belongings delivered to me as explained and advertised...no one ever explained the interworkings of PODS franchises, nor did I have control of my items being sent to a different state for storage!! Their is no concern on their part for my problem, and a TOTAL lack of customer service priority in their system!
Another month of storage fee's 271.15 because PODS did not FOLLOW UP after multiple requests or attempt to RESOLVE. 1100.00 for PODS to move between their franchises, AND if this is not payed my household belongings will not be returned to me!?! This is unethical to say the least!
Gregg of Chester, VA December 10, 2008
Contracted with company using credit card. After we were finished we assumed they were going to bill the same credit card. Instead a driver left an invoice somewhere and the next thing we know is we get an later notice 10 days later. When we tried to call the accounting person was never there. We finally sent a check which was returned since they billed the credit card anyway for the amount owed plus the LATE FEE.
Late Fees, confusion and unanswered phone calls
Howard L Theriot of Cedar Park, TX November 28, 2008
A month after my account was closed and we thought the horror of PODS was over (see my previous post) they charged an additional 211.09 to my credit card.
Do not ever use this company. They are a nightmare.
The company responds:
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.
consumerresolution@pods.com
(888) 776-7637 ext. 6303
John of Santa Clara, CA November 21, 2008
We moved with PODS and their partner movers (Pack and Load) from Michigan to California. There were 4 movers who showed up at our home loaded the POD and upon completion I placed the PODS supplied lock on the POD. The POD was then placed into PODS storage for 3 months before we moved into our new residence. The Pack and Load movers came to unload our POD after it was dropped off in front of our new home. When I took the lock off the POD and opened the POD we all saw that my furniture had either been destroyed or badly damaged.
The movers told me this was the worse POD they had ever seen with regards to damage and they called their head office while I took pictures. They unloaded everything and I filed a claim with PODS to try to get money to fix what could be fixed and get some compensation for everything that was destroyed. The insurer for PODS noted that indeed there had been damage done. The insurer concluded that damages to your personal property were caused by shifting of the contents inside the container, which is not a covered peril under the policy. I had the only insurance policy that PODS offered and now they are telling me that yes the POD was possibly dropped etc. but they are not liable?
It has been 3 months since the incident and a representative from Pack and Load contacted me and left a message on my voice mail that PODS asked him to call me. I phoned him back and told him the situation. His response was that my situation is not that uncommon and that he would get back in contact with PODS to resolve the situation...this hasn't happened because I've never heard from PODS.
There was a lot of damage from broken chairs, bookcases, and tables to chips taken off marble tables, marked up furniture, and broken glass.
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