Dan sent a message to John B. Koch, Chief Executive Officer and President, PODS Enterprises, Inc. – email address that said:
Mr. Koch
I had utilized your service to move our belongings from the Chicago area to the Phoenix area. The PODS were delivered picked up for transportation to Phoenix in December 2015. The PODS were stored in the Tolleson, AZ warehouse, while our house was being built.
On July 21, 2016 I contacted your customer service center to schedule delivery on July 28th, 2016. My wife and I took the 28 29th off for moving, we received our keys at 9 AM and NO PODS. After 4 hours of phone calls to customer service, where they told me I had never placed the order for delivery and it would be August 4th for delivery.
I drove to the local warehouse and was provided with a local phone number for the local sales office. I was able to make contact with them on Friday morning and was told that not only would they make sure they delivered before they went home that evening. They also advised they could see the original order for delivery on the 28th and the pickup order on August 1. They also said it looked like they had cancelled my account and then recreated it – failing to create the new orders for delivery and pick up. This was information I could have been told during the 4 hours I spent on the phone on the 28th with customer service.
I received an email about an hour later from Avierra at PODS advising just what the local sale rep had advised – that they had cancelled my account and recreated it and my billing date would be changed.
Now my new issue! When the account was recreated it rebilled the $5,982.07 on 7/28/16 from the initial transportation between Chicago Phoenix. That was paid in December of 2015!!! I was also billed $310.06 on 8/2/2016 - they day they picked up my PODS and closed the account!! (which were scheduled to be picked up on 8/1/16 prior to PODS error in canceling the account)
I have verified today with Citibank that they have not received any credits from your organization to correct this fraudulent billing.
I expect a credit of $6292.13 back to my credit card and email confirming such credit by the end of business on 9/13/16. My experience with PODS has been nothing less than a disaster. I had to call every month to have billing corrected for over billing - then had no follow up to confirm they had corrected the issue. This consistent over billing has bordered on fraud! The customer service line is anything but customer service
I may be reached
Dan
