Over the course of a couple of weeks I got several quotes from PODs for an upcoming cross country move and decided on one of their smallest units.in the middle of reserving the unit I was put on hold and subsequently hung up on. I called back immediately and was told the unit was no longer available%u2026literally a minute later. After going around about what they could do about it they decided I could rent a bigger unit for $1200 more. I told them that wasn%u2019t really a comparable solution, and while I thought it would have been more reasonable to at least hold the unit 5 minutes knowing they had hung up on me, I would be ok with the bigger unit if they could make me whole with the price of what I had been reserving. They instead offered it for $900 more than what I was reserving. I talked to a supervisor who told me that in essence I was already taken care of by getting that much of a discount and I had no reason to be unhappy. Clearly she wasn%u2019t able to see a situation from the customer point of view. She also made it clear that they didn%u2019t call back people they hung up on - by policy, and therefore they did nothing wrong. Huh? They need to train these folks better, as a little customer empathy would have been more than appropriate than a defensive stance. I asked if I could have the next level supervisor call me back and I was told, %u201CI%u2019ll pass along the info but I can%u2019t guarantee she%u2019ll call you back.%u201D Holy cow, seriously? She was right, I left a VM and no one ever bothered to call me back. Bottom line: PODS had an unfortunate situation that would have given them the opportunity to make me a customer for life had they shown interest in me as a customer in trying to fix it. Maybe they couldn%u2019t fix it the way I wanted but they could have explored options.instead, they showed their true colors and I%u2019m going to make sure everyone knows about what happened and at this point would pay more to %u201Cnot%u201D use them.
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