• Report: #717249

Complaint Review: PODS (Portable On Demand Storage)

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  • Submitted: Wed, April 13, 2011
  • Updated: Mon, April 25, 2011

  • Reported By: Jessica — Toccoa Georgia United States of America
PODS (Portable On Demand Storage)
5585 Rio Vista Drive Clearwater, Florida United States of America

PODS ,Portable On Demand Storage, PODS Enterprises, Inc. Unauthorized debit card transaction in the amount of more than $750, Deceptive sales practices, Uncooperative customer service Clearwater, Florida

*UPDATE Employee: Response to Jessica (Toccoa Georgia United States of America)

*Author of original report: Unresolved and further lies

*Consumer Comment: NOW I UNDERSTAND WHY....

*UPDATE Employee: Response to Jessica (Toccoa Georgia United States of America)

*Consumer Comment: were is the contract

*Consumer Suggestion: Contact your bank

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I would like to file an official complaint against PODS (Portable On Demand Storage) a moving company that delivers mobile storage containers to a persons residence for them to fill, then picks up the pod and moves it to the location requested.   The telephone number for the company is 877-770-PODS (7637) and their company headquarters is listed as being located at PODS Enterprises, Inc., 5585 Rio Vista Drive, Clearwater, Florida 33760.

Approximately a month ago I began searching outside my current state (Georgia) for a job.  A few weeks ago (I am not even certain of the exact day), I had been conversing with a prospective employer and was beginning to think a job offer would be pending.  To begin to prepare, in the event the position was offered and I accepted, I decided to find out approximate moving costs.  My first call was to PODS, as I had never used their type service before, but had heard a lot about them on TV and wanted to find out their price to compare to U-Haul prices.  

I called the phone number listed on their Web site (identified above) and spoke to a CSR named Bethany.  I explained to her my exact situation, that I MIGHT be moving, but that I did not know for sure yet If I would be moving, much less an exact date.  I told her that I was simply looking for a quote, and that they (PODS) were my first call and I would be calling other companies to get prices to compare.  

She asked for information regarding the move, and I gave her the starting and ending points, she asked for a date of the move and I explained again that I was uncertain of the date since I wasnt even positive the move would occur yet. She said something along the lines of, but If the move did occur, about when would you need the POD. I could have answered a couple weeks or I may have answered, just put in the 11th  (I dont remember exactly what I said to that I have talked to more than a dozen other companies since that discussion, and honestly, since PODS was the most expensive option, I dismissed them from consideration almost immediately).

She then asked for my credit card number.  I explained Again that I was simply looking for a quote, that I was not at all ready to complete a transaction or schedule an actual moving time. She said she understood, but that the card number and specific information on the move, such as the location of my home and driveway, was needed to complete the quote and store the quote so that the quoted price would not go up.   I repeated, at least twice more, at this point, that I was NOT authorizing a purchase, that I wasnt even sure of the move, and was just starting to get quotes to compare.  She said she understood, and that the information would just be used to save the quote and not be processed.

I was very emphatic about this, knowing that the situation that I was in precluded even knowing if I would be making the move at all, much less when. When she finally went over the amount of the quote, which was above $3,000, I was almost certain that I would not be using them, as that was well above what I could possibly afford.  I allowed her to save the quote in the computer on the off chance that I was unable to find cheaper arrangements, again reiterating that I was not authorizing any charges that I was only seeking a quote and would call them back if I wished to confirm any purchase of services.  

I then hung up and procured several other quotes.  As I thought, I was able to get much cheaper quotes from U-Haul, even considering the added cost of gas to drive the truck myself.  In addition, the offer of the job remains in limbo and I am nowhere, even now, close to knowing IF I will be moving, much less when.

Therefore I was quite surprised, and angered, when I arrived home late yesterday evening to find a POD in my driveway, and my bank account overdrawn due to two charges (totaling nearly $800) processed by PODS.

I immediately called the PODS Company and requested to speak to a manager, which I was informed was impossible, that no one but the sales representatives who answer the phones was available to talk to me.  I explained the problem, and was told basically that because they had my credit card number and the information regarding my driveway (which I had been told was needed to save the quote) they assumed the order was confirmed, despite the fact that I had told Bethany multiple times that was most definitely not the case.  I again asked to speak to a manager, and was refused.  The CSR told me he would forward my complaint to their platinum team who would listen to the recording of the call and decide what to do and whether to return some or any of my money, but that that process would take at least 72 hours.  

Nothing I said made any progress or change in that stance, despite the fact that their actions constituted, at least in my view, fraud and/or theft. Considering the fact that they said they would also charge me even more to cancel the order (which I never placed) and since the bank informed me that their second charge processed included the notation ongoing which indicates to the bank that they plan on processing further charges, I am fearful of the situation becoming even worse than it currently is.

I spoke to the company again today, and was again told I was not allowed to speak to any manager, and that the Platinum team would listen to the phone call to determine the status and get back to me in 72 hours after much talk, I got the CSR to at least say he would try to get them to call me back today but since it is now after 5 p.m., I dont have much hope of that.

This action of dumping a huge container unit in my driveway (which the owner of the house is not happy about) and stealing money from my account and refusing to refund it or even let me talk to someone in charge or to expedite the matter when it is continuing to cost me money and cause hardship on a daily basis is not only completely incomprehensible and beyond the pale of honest business transactions, it constitutes deceptive business practices. I would appreciate any advice or assistance in resolving this matter in a timely fashion.

This report was posted on Ripoff Report on 04/13/2011 03:27 PM and is a permanent record located here: http://www.ripoffreport.com/r/PODS-Portable-On-Demand-Storage/Clearwater-Florida-33760/PODS-Portable-On-Demand-Storage-PODS-Enterprises-Inc-Unauthorized-debit-card-transact-717249. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Response to Jessica (Toccoa Georgia United States of America)

AUTHOR: Consumerresolution@pods.com - (USA)

Dear Jessica,

A full account review was performed in response to your concerns.  Per the review, full disclosure was provided in regards to our service, fees, cancellation policy as well as timelines for billing and delivery.  It is the policy of PODS Enterprises, Inc. to provide notification to our customers via email and courtesy follow up phone calls prior to delivery of the PODS Brand Container.  While in the process of reviewing your concerns, PODS Enterprises, Inc. has decided to respond to the complaint posted on RipOffReport.com filed on 04/13/2011 and offer a full refund as a gesture of good will.
 
We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that Jessica may have endured. PODS Enterprises Inc. prides itself of its quality customer service and I regret that Jessica feels she experienced anything less. 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.  With receipt of this correspondence please consider this matter to be resolved.
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#2 Author of original report

Unresolved and further lies

AUTHOR: JessicaW - (United States of America)

I recieved a voicemail from a Daniel @ PODS last Friday saying he had read this complaint and wanted to talk to me to resolve the issue - I called back but had to leave  a message as he was not there. We played phone tag several times before Friday about 5 p.m. - when my last message gave him my cell phone and said i would be available any time to talk if he would please call.  Did not hear from him over the weekend, called again monday, and left another message for him - we traded voice mails several more times over the next two days - with one of his messages (more than 24 hours ago)  saying that he still wanted to talk to resolve the issue, but telling me that they had credited "some" money back to my account - I checked with my bank and as of 5 minutes ago no money had been returned to my account at all.  To top it off, Georgia power turned up to turn my power off yesterday because my power payment bounced and I now have no money to pay them since PODS has it.  I have tried calling again today several times and never get through to Daniel and have not received a return call -  This continues to cost me additional money - not to mention continuing to put me in a completely unacceptable position of not being able to pay my bills, not to mention having to scrounge up pennies to put enough gas in the motorcycle to get to work and back -- This is now WAY past the 72 hours that they origianlly promised me resolution - The Governor's office of Consumer Protection has requested them to resolve the matter, and has asked for a copy of the recording of the original phone call which it seems i will need to provide to my lawyer as well, I dont know what ethics this business operates under, but to take money from someone's account without authorization  and then leave a person in a postiion like this beyond the pale.
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#3 Consumer Comment

NOW I UNDERSTAND WHY....

AUTHOR: Lawrence - (USA)

When I requested a quote on-line, they emailed me insisting that I call them to discuss the quote. But since I only do everything in writing, never over the phone, I gave them the information they would need via email, but they still wouldn't provide a quote for me unless I called.

Now I know why.
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#4 UPDATE Employee

Response to Jessica (Toccoa Georgia United States of America)

AUTHOR: Consumerresolution@pods.com - (USA)

Dear Jessica (Toccoa Georgia United States of America)

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 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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#5 Consumer Comment

were is the contract

AUTHOR: Chef - (U.S.A.)

Obviously close the bank account immediatly, and report it to your bank, Secondly call PODS and tell them that you did not authorize this and your landlord is pissed that it is on HIS property NOT YOURS,  also tell them you have explained the situation to your landlord that you never authorized this, and if this POD is not removed from the property within 24 hours the landlord is going to have it towed. It it will be at the owners expense to take care of all the cost to get it back.
Now of course PODS is going to tell you that they will charge you to get there containor back becuse you requested it.

Tell them to show you one piece of paper or contract or rental agreemnent that you signed, saying you authorized this purchase. Make sure you tell them that they do not have one because you never did sign an agreement or authorize this transaction, so tell them to come pick up there container.

This will probably get a reaction from somebody like there "platinum" team or manager, who will not want to have to deal with getting their POD back from a towing company.This should get you in the door with talking to someone higher up IE manager to help you.

If not, follow through and have it towed, and when they call to try to find were it was towed to tell them you do not Know, that you will send a message to your own "PLATINUM" TEAM" AND THEY WILL GET BACK TO THEM IN ABOUT 72 HOURS WHEN THEY WILL DECIDE IF THEY ARE GOING TO TELL PODS WERE THERE STORAGE UNIT IS. Then hang up!!!!!!!!!!!!!!!!!!!!!

This should get you some reaction.
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#6 Consumer Suggestion

Contact your bank

AUTHOR: Hillcrest motel - (U.S.A.)

You need to contact your bank ASAP and put these charges in dispute and have your card number changed..  That is much easier if you had used a credit card.  I make it a rule to NEVER use a debit card for such transactions.  In fact, my debit card does not have a VISA or MasterCard logo.  These are hard to find, but you have to ask.  If you don't have a credit card, get one, even if it has to be the prepaid type.  Anyway, the bank should be a good place to start.  This ripoff is going to cost you some money, but hopefully you will recover at least most of the charges.  Good luck.  You will get no help from CSR while they have all of your money, so get moving.
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