Sharon Suh sent a message to John Koch that said:
Hello Mr. Koch, A friend of mine, Joe Garber, suggested I contact you directly. He just wrote a story for the Huffington Post regarding a traumatic experience he went through and he said the only way to remedy something if the company is run well, is to contact the CEO or head management direct.
You have been the Chief Operating officer since 2017, with an impeccable reputation. The work you did with the storm victims of Hurricane Katrina, Malibu fires, and the mid-west Flooding in Iowa was very impressive.
MY STORY. I was relocated from NYC/The HAMPTONS to LA for my job. I work with Vanity Fair, NY Times and Fast Company as a portrait photographer for their art depts. I shoot people like you, for stories they are covering.
MY WEBSITE: sharonsuh.com
(you can see my clients and editors on my website)
I hired PODs, May 23, 2019, to pick up my items in my house in Sag Harbor Hamptons NYC. It was delivered to My mother's business on June 7. (15 days to transport and store till I got there). The customer service was EXCELLENT. Amazing trained staff to coordinate and everything went well, down to the drivers being amazing. I tipped them well, and they were all so happy working for the company.
PROBLEMS STARTED HERE.
When I got the POD and opened it up on June 8, I was sad to find that 1/4 of the items were damaged. Water damage at the bottom and just things that were damaged from mold buildup.
CUSTOMER SERVICE. The thing that is made me write this, is that after that, everything went south. Customer service reps were not trained to communicate what to do or say to someone that has lost their things. It had been 8 days, and NO ONE FROM PODS has contacted me for claims. I had to call twice and each time, they took no responsibility and then told me to wait for the insurance company to contact me till yesterday. They were trained to pass the buck to to the insurance company.
NICHOLAS. When I spoke to a gentlemen out of clearwater office, I was getting annoyed and frustrated. I asked for a supervisor. He would not give me one saying that the company doesn't work that way. I waited for 30 after demanding to talk to someone. When she got on the phone, I had a feeling she was not the supervisor but a co-worker. She was very little help. you can hear that conversation i am sure as it was recorded.
PLAY BY PLAY.
I did tell my editors at Fast Company and also Huffington Post, what was going on, and they all seemed surprised that no one from the company had contacted me.
My father died recently and most of the items lost were sentimental items that i kept. His favorite sweater during Chemotherapy, his watch his grandfather gave him that he gave to me since I was his caretaker, gifts he gave me.
I'm asking you, the leader of this company to train your staff on how to handle situations of loss from a transport gone wrong. I am devastated with the loss of my items but most heartbroken, that i had to throw away items from my dad that were rancid from the water and mold damage. The 1st conversation i had with UNIRISC (sherri Kania), who said that i had to have the items in order to make the claims. I took videos and photos, (good ones thank god) but now they are saying they need to see the items. At no time, when I called on June 9, did the rep tell me to hold on to the damaged rancid items) Now i feel that not only did i the things my dad gave me were damaged and gone, that the photos I took will not be good enough and I will get have no justice.
I hope to hear from you with some sort of resolve. Everything has been noted in my account. Can you help me? I do have to disclose, I am going to write a story for this for fast company, online digital.
SHARON SUH
customer number: 137506712
ORDER NUMBER: 1583135
