PODS (Portable On Demand Storage)

Complaint: [redacted] I am rejecting this response because:You are asking me to respond with my personal account number, which is against the recommendation of Revdex.com, specifically "The text of your response will be publicly posted on the Revdex.com Web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information in your response" Of note, I did include this information when I initially filed the Revdex.com complaint I hope you can find this information Thank you for your diligence in this matterSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response becauseMy ID [redacted] Pin [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I did not agree to a monthly charge for the rental of the blankets, nor was it explained to me that way by the individual I spoke with on the phone. The container was a recurring monthly fee, and that was clear. The blankets were booked as "supplies" along with the tape and bubble wrap, which was an apparent one-time fee, with the blankets needing to be returned when I gave up the PODS unit.I am active duty and was and am anticipating using the unit for at least 3 years. If the use of the blankets was in any way clearly described as a recurring monthly fee, what possible reason would there be for choosing the rental option? They would have paid for themselves after 5 months (based on if I purchased them from PODS... which I would not have, since I could have purchased them for much less at [redacted] !)The design of your online ordering system and the poor/misleading explanation by the PODS representative were at best negligent, and at worst deceptive. 30 used blankets (half of which I needed to wash before use) are not worth $1,530, which is the total amount I was charged and unknowingly paid via the auto-pay.Furthermore, the fact that I returned at least a half-dozen of the blankets at one of my PODS visits, and the billing department was not notified speaks again to the negligence of PODS staff, since your policy apparently is that "As blankets are returned we send an email to our billing dept. notifying them of the return and to properly adjust the account"I demand a refund of $1440, which is the difference of what I was charged, and what I was told I would be charged. Sincerely, [redacted] ***

Here is the breakdown of your
charges:
Container Protection
Breakdown:
Container Only Protection Option Monthly Fee: $
(8/5/15)
Container Only Protection Option Monthly Fee: $(9/5/15)
Total: $
16’ Container
Breakdown:
Onsite storage for 16’ container and delivery fee $343.45(8/5/15)
One-time rental discount -$52.36(8/5/15)
Onsite storage for 16’ container $271.20(9/5/15)
Redelivery of 16’ container $72.25(9/15/15)
Proration -$135.60(9/16/15)
Total: $
7’ Container
Breakdown:
Onsite storage for 7’ container and delivery fee $238.74(8/4/15)
One-time rental discount -$52.36(8/5/15)
Onsite storage for 7’ container $166.49(9/4/15)
Final pick up of 7’ container $72.25(9/15/15)
Proration -$83.25(9/16/15)
Total: $
Grand Total of
Everything: $

As mentioned prior we have not changed our prices for years,
you can either purchase the blankets for $per blanket or rent for $per
month per blanket. Your monthly statement
indicated this was a rental and the charges were $per month ($per blanket
x blankets rented) for blanket rental.
If the customer tries to purchase moving supplies on the website, an
error message will appear stating the requested items are not available in your
area and a new price list will open up.
We have no record of Mr*** returning the unwanted moving
blankets, just that he returned the unwanted moving supplies and his account
was credited As mentioned we have stop
the reoccurring monthly fee and Mr*** can keep the moving blankets. If Mr*** could provide evidence he
returned the blankets to our facility, I’m more than willing to credit his
account further

Complaint: ***
I am rejecting this response because:I know after the fact what the charges wereThe point was that none of this was explained in the very beginning the representative who made our reservations did not fully explain how the renting goes for month or into a next monthWhen I tried to get answers they were unaware of why and I never received a call back and then the new charges were taken out causing my account to be negative and affected two bill payments for my sons schoolThe whole experience was unsatisfactory and huge inconvenienceWas not a helpful/easy moving process like the company claims to doI was getting told different thingsIt was by far worst moving experience I've had and we didn't even mover out of state.
Sincerely,
*** ***

From: *** *** [mailto:[email protected]] Sent: Wednesday, May 31, 9:AMTo: info Subject: Complaint ID: 12183590Hi,About minutes after I sent in the complain to you, the company reached out to me and we have now reached a solution that is acceptableYou can go ahead and close the complaint at this time.Thank you!*** ***(***) ***-***@***.com

Can the customer please provide the customer ID number associated with this account

Tell us Thanks for providing us with your customer ID number.  All of our ancillary items such as rope, locks and bubble wrap are a one-time fee.  Customers’ have the option to either purchase the moving blankets for $16 per blanket or rent the blankets for $3 per blanket per month.  Our prices for blanket rentals and blanket purchase have not changed since 2010.  Mr. [redacted] called our corp. office on 12/27/14 to book his container and spoke to Carmen James, during the call, the rep. outlined the cost of the container, the cost of the ancillary charges and the monthly rental fee for the blankets.  Mr. [redacted] verbally agreed to the charges and then booked on-line.  As the customer mentioned he was being charged for the blanket rental since he took possession of the container 17 months ago.  I have no notes on the account about any of the blankets being returned during the access of the container.  As blankets are returned we send an email to our billing dept. notifying them of the return and to properly adjust the account.  The customer did return some of the ancillary items (2 bubble wraps and 4 rolls of tape) he purchased and the account was adjusted.  Mr. [redacted] was offered to keep the moving blankets and the billing was stopped on the rental effective immediately.

I spoke with a corporate (non-Hawaii) PODS representative, and she helped me find the PODS rental agreement online, but informed me that the rental agreement is generic, and won't have any information about blankets.  the rental agreement specifically is about the actual PODS unit.  I have attached it for review.I have also attached my original quote specifying that the onsite storage fee for the 16' container is $259.Additionally, One-time fees for delivery/relocation/pickup would all be $69 each.I cannot find any itemization of the blankets.  PODS reconfigured their entire system this past January, and as a result, I have a different Customer ID than I did when I started, and also, I do not have access to invoices prior to that time.  I did receive 30 used blankets that I knew I would have to return at what I thought was a one-time fee of $90, which should have been reflected in my first bill along with the delivery charge.I returned about 6-8 blankets about 6 months ago (I know it was three visits ago-I accessed my unit twice more since returning those blankets, but am not certain of the exact date-PODS should probably have a record of what date that was).  PODS staff on site at that time said that would note my account that I returned them, however they did not notate my account.

I'm not sure if this is a customer of ours, can they please provide me with the customer I.D. # and pin code.

Complaint: [redacted]
I am rejecting this response because:To clarify, the original quantity of blankets was 30 (totaling $90)Even at $16/blanket, the total purchase price would have been $480, but I was charged $1,530. This doesnt even include the tax.My understanding was that the $90 charge was a one-time charge, I would receive used blankets, and I would be responsible for turning them back over to PODS whenever I gave up my unit (which I expected to be after a period of at least 3 years).I never received a monthly statement.  My account was set up for auto pay.When I realized that I was being charged more that what I was supposed to be charged as a result of a review of personal finances using my new [redacted] software which alerted me to the high charge to my credit card from PODS, I contacted PODS to find out why.  I initially thought that the rent had been increased from the $259 that I had originally authorized. After receiving help from corporate PODS support, I was able to sign in to my account and speak with a rep. who explained that I had been paying a monthly rental fee the whole time!This was not how the rental option for the blankets was described to me on the phone or on the website when I initially signed up.Simply stopping future rental charges is not an adequate response from PODS.  I was misled from the beginning. I just signed into my PODS account again today to find that you still haven't stopped overcharging me yet, contrary to what you have said.  I was charged another $396.86 on 7/14 via auto pay!  Perhaps this is due to the invoice date being 6/29 and payment due date being 7/14... Will this be credited back on the 7/29  /  8/14 bill?  The date PODS agreed to stop all future erroneous rental charges was 6/28, which was also the date I started the Revdex.com complaint processThe fact that you have no record of me returning the blankets is only testament to either negligence on the part PODS staff or intentional deceptive practices to defraud me.  You should have a record of which dates I accessed my PODS unit.  It was three visits ago.  There was a male and a female in the PODS trailer when I returned them.  they told me to put them on the floor to the right of the door, and I asked them to assure me that they would notate my account, so I wouldn't be charged for them when I return my PODS unit.  You are in possession of the "evidence."  The evidence that I can provide is the blankets that I currently still have in the PODS unit.  We can count these together if you choose not to believe me.Today is the first day I have been able to see an actual itemized invoice.  I was quoted was a monthly rental fee of $259 when I started the service 18 months ago, but it appears what I am actually being charged is $279.  Why this discrepancy?  I am apparently also being charged a $10 container insurance fee.  Why am I being charged insurance if the unit is located at your secure site?  Is this correct?  I thought insurance is only needed if its stored off-site at the renter's location.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You are asking me to respond with my personal account number, which is against the recommendation of Revdex.com, specifically "The text of your response...

will be publicly posted on the Revdex.com Web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in your response"
Of note, I did include this information when I initially filed the Revdex.com complaint.  I hope you can find this information.  Thank you for your diligence in this matter. Sincerely,
[redacted]

Aloha,     PODS Hawaii is franchisee and not allowed to quote or answer billing questions for cus[redacted]ers that move to or from the mainland.  To gain more traction on your request it would be best to post your complaint to the PODS Inc. Revdex.com site or to call our billing dept. @...

1-855-500-7637.

Complaint: [redacted]
I am rejecting this response because:I did not agree to a monthly charge for the rental of the blankets, nor was it explained to me that way by the individual I spoke with on the phone.  The container was a recurring monthly fee, and that was clear.  The blankets were booked as "supplies" along with the tape and bubble wrap, which was an apparent one-time fee, with the blankets needing to be returned when I gave up the PODS unit.I am active duty and was and am anticipating using the unit for at least 3 years.  If the use of the blankets was in any way clearly described as a recurring monthly fee, what possible reason would there be for choosing the rental option?  They would have paid for themselves after 5 months (based on if I purchased them from PODS... which I would not have, since I could have purchased them for much less at [redacted]!)The design of your online ordering system and the poor/misleading explanation by the PODS representative were at best negligent, and at worst deceptive.  30 used blankets (half of which I needed to wash before use) are not worth $1,530, which is the total amount I was charged and unknowingly paid via the auto-pay.Furthermore, the fact that I returned at least a half-dozen of the blankets at one of my PODS visits, and the billing department was not notified speaks again to the negligence of PODS staff, since your policy apparently is that "As blankets are returned we send an email to our billing dept. notifying them of the return and to properly adjust the account"I demand a refund of $1440, which is the difference of what I was charged, and what I was told I would be charged.
Sincerely,
[redacted]

10-4.  Thanks [redacted].My new account number is [redacted].  When I signed up, my account number was [redacted], but they since updated their system, they assigned the new account number instead.

Complaint: [redacted]
I am rejecting this response becauseMy ID [redacted]Pin [redacted]
Sincerely,
[redacted]

As mentioned prior we have not changed our prices for years, you can either purchase the blankets for $16 per blanket or rent for $3 per month per blanket.  Your monthly statement indicated this was a rental and the charges were $30 per month ($3 per blanket x 10 blankets rented) for blanket rental.  If the customer tries to purchase moving supplies on the website, an error message will appear stating the requested items are not available in your area and a new price list will open up. We have no record of Mr. [redacted] returning the unwanted moving blankets, just that he returned the unwanted moving supplies and his account was credited.  As mentioned we have stop the reoccurring monthly fee and Mr. [redacted] can keep the moving blankets.  If Mr. [redacted] could provide evidence he returned the blankets to our facility, I’m more than willing to credit his account further. Attached is our contract and moving supplies list every customer receives during their initial delivery.