Lee sent a message to John B. Koch, Chief Executive Officer and President, PODS Enterprises, Inc. – email address that said:
John - I am writing this after several unsuccessful attempts to speak with a senior leader at PODS. I had a very bad experience with your company last January that resulted in my wife (former) and 82 year old mother-in-law having to spend 2 weeks in an empty house in rural NC. I was included in a mass email that you sent April 25, 2016 apologizing for any inconveniences we may have incurred and offering to discuss any concerns we had. I spoke with numerous customer care people over a period of several weeks (hard to overstate how incredibly frustrating this process was) and eventually was offered a $2000 refund (the total amount I paid PODS was $4715). I haven't accepted the $2000 settlement offer yet as I wanted to speak to you first. For the purpose of transparency I work in corporate America. I am a senior leader for a fortune 100 company. I have remained a part of this company for 30 years because we are a principled based company and those principles largely align with my own. I like to think I live up to them in my leadership and management style / decisions. Periodically we make mistake or our systems fail. When that happens we do our best to fix the problem and make things right. My question to you is, do you really feel justified in charging me anything given the significant miss by your company that resulted in a 54 year old lady and her 82 year old mom having to "camp" in their empty house for 2 long weeks in the middle of winter awaiting their furnishings? If so, OK, I will accept your offer of $2000 and move on. I am more than happy to discuss this with you by phone. My incident number is 1223445. If transcripts are kept of all my calls to PODS it would provide an interesting perspective. I hope to hear from you.