PODS Moving & Storage - Franchise

For the sake of clarity, I made no offer to Mr [redacted] in my last reply As I noted in my prior response, for unknown reasons there had been some delay in my receipt of the complaint from Revdex.com Upon my learning of Mr [redacted] 's complaint, it was evident through a review of our records that Mr [redacted] had already made other arrangement to relocate his belongings and no longer required PODS services As a result, his requests for resolution in his original complaint were no longer relevant or possible I will reach out to Mr [redacted] within hours to discuss potential alternative resolutions that we might be able to pursue as a result

As *** *** points out in his commentary, he was in need of some paperwork regarding the weight of his container We have so few customers who require their containers be weighed that it is an exception process and documentation is not part of our standard routine We believe that we
were clear with *** *** throughout the process regarding his request relative to our procedures and that we were working diligently to get him the requested information Our delivery to *** *** was also hindered by the fact that he is now in Virginia and no longer in the Houston area It is my understanding that *** *** has received all of his requested information as of yesterday While *** *** may well still be disappointed in our response time, we believe that any notation in our *** account over response time for rare paperwork would be unwarranted

From: Larry [redacted] Sent: Tuesday, August 09, 2016 3:37 PM To: drteam <[email protected]> Subject: Fwd: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]I have reviewed the situation regarding Mr. [redacted]’s concerns listed in your...

complaint.  PODS advertises in a number of places that our redelivery fee is $89, but it is always qualified that the delivery area is limited to the local area.  Further investigation relatively easily shows that limitation to be 20 miles from our facilities, which Mr. [redacted]’s current home is located within.  The steps involved in providing services to customers between cities like Dallas and Houston are significantly more complicated than providing services within the greater Houston area, and are therefore significantly more expensive.  PODS goes to great efforts to attempt to clearly advertise and communicate these differences to our customers and potential customers.    Our records indicate that while setting up the order, Mr. [redacted] did not provide any address or zip code related to his final destination when asked by our representative.  We could not have provided him with complete pricing without this information.     He was informed that he could call back with that information at which time final pricing to his exact location would be provided. Had Mr. [redacted] provided his destination zip code on the initial call, he would have been advised at that time of the charges related to that location.  In this instance, Mr. [redacted] did not provide us with the information until after we already had his containers.  It is not uncommon for our customers to not have their destination zip code or address when initially procuring our services, so our representatives are trained to caution customers about changes in prices based on actual location.    We note that Mr. [redacted] took redelivery of his container at his Humble address on July 20, emptying his contents, and appears to have made other arrangements.  He was not charged any of the fees of which he originally complained.   We trust that this response will close the matter.  Please do not hesitate to contact me if you have further questions   Best regards,    Larry [redacted]

For the sake of clarity, I made no offer to Mr. [redacted] in my last reply.  As I noted in my prior response, for unknown reasons there had been some delay in my receipt of the complaint from Revdex.com.  Upon my learning of Mr. [redacted]'s complaint, it was evident through a review of our records that Mr. [redacted] had already made other arrangement to relocate his belongings and no longer required PODS services.   As a result, his requests for resolution in his original complaint were no longer relevant or possible.  I will reach out to Mr. [redacted] within 48 hours to discuss potential alternative resolutions that we might be able to pursue as a result.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  The PODS response is self-serving and nothing more.  It's to be expected from a company the employs bait-and-switch tactics on consumers as a matter of course. A company like this cannot sustain a           business model built on deception.  The PODS reputation for this underhanded service is already well-known in my area and will only continue to grow. As for the substance of the complaint, I notified several of the representatives that I would be moving Dallas but did not have the address.  At no point, did any representative communicate that a move to the Dallas area would cost at least $2,000 per POD--a far cry from the $89 charge.  If the representative had made that disclosure, I would have obviously made other arrangements.
Regards,
[redacted]