Cyndi Coleman sent a message to John B. Koch, Chief Executive Officer and President, PODS Enterprises, Inc. - email address that said:
Dear Mr. Koch,
I am sorry to say I have had the absolute worst experience with PODS. I was misinformed by one of your team as to the expense of ordering a 3rd pod. She stated I would only be charged for the pod itself since the truck was already transporting the 2nd pod there would be no up charges for adding a 3rd. Unfortunately, I did not see the double charges for the 3rd pod until the day I was taking delivery. I had to cancel the 3rd pod because of an almost $3,000. charge versus what your employee had quoted me. She had stated the Pod would be $138 and that was the only expense I would incur. This has caused me great stress, especially on the day of my move. This misinformation is unacceptable. I have been on the phone for over 2 and a half hours trying to resolve this issue and ended up having to cancel the 3rd pod.
I asked if I could file a complaint and was told that I could not since I had cancelled the order for the 3rd pod. I was then sent to another dept to try and dispute the charges for the 3rd pod. In this dept I asked if I could file a complaint and she said I had been misinformed (shocker) and I can still file one. She sends me back to customer service to file a report.
I also spoke with Thomas this morning who put me on hold for 30 minutes and never came back on the line. I had waited 20 minutes to just speak to an agent. I then called back for a wait time of 30 minutes.
I also had an employee put my second delivery dates in June instead of May. Fortunately I caught this error in time and was able to correct it.
So, with that being said, what do I do from here, or more importantly, what do you do with a team of misinformed employees??
Moving across country is stressful in itself but to think you are running a company that adds stress to a move instead of alleviating it should cause you concern.
Cynthia Coleman 310 6996628
