We signed up for a PODS storage account and left them a credit card account to draw from each month. In the beginning of January this year, we moved overseas and relied on email correspondence mostly as we haven't been successful in forwarding our snail mail to our new country of residence. In March of this year, we received an email stating that the credit card they have on file is not good and they needed another one. I called and left a message for our account service advisor, Grace Tavarez, and informed her that we are living overseas and need to keep this account current and that due to fraudulent activities on our U.S. credit cards that month while living abroad, our original credit card that PODS has in their records was closed and in the process of being replaced. Because we are now fearful of more fraudulent transactions on our U.S. credit cards, I also stated in my voicemail message that she needs to call me back on my new U.S. contact number and email me. PODS has an email address for us and I also left Ms. Tavarez a second email address.
We did not receive any phone calls nor email messages from PODS. PODS also NEVER allowed us to speak with a "live" collections/billings/supervisor/manager each time we called for months! Each time I asked to speak with our account service advisor or asked for a supervisor, PODS customer service would say THERE IS NO SUPERVISOR AVAILABLE and would just transfer me to a voicemail.
As recent as last week, the first week of May, I made several calls to PODS and was transferred each time to Ms. Tavarez' voicemail. On May 5, a customer service person by the name of JT informed me that our PODS account is now locked and was in auction status. I informed him that we need to resolve this immediately and want to keep our account current. I begged him for a live person and not just a voicemail to speak to but was transferred yet again to Ms. Tavarez' voicemail. I made several calls again on May 6 until today, May 10. I was informed by a "Milly" earlier today that our personal belongings were already auctioned off on May 6. She refused to give me any specific information other than transfer me again to Ms. Tavarez' voicemail. PODS NEVER returned my numerous phone calls prior to the auction date nor corresponded to me via email about my request to resolve the delinquent status of our account. Until today, no one at PODS could give me any specific information as to what publication this auction notice was published at or how I can get family mementos such as family photos and legal documents back. I am concerned that there isn't a real person by the name of Grace Tavarez and that PODS' policy is to lock their customer out and profit from selling their personal belongings without responding to numerous phone calls. Anybody who tries to call PODS will get a run-around and it is guaranteed that NO MANAGER OR SUPERVISOR is available to speak with you at any given point in time of the day nor would you get a return call or email for an account that you are trying to make current. PODS will only speak to you in person if you are opening a new account otherwise; you are left talking to a seemingly non-existent person's machine. I am now getting legal advice. Beware of PODS.