I ordered a PODS Storage Unit for a move to Temecula, CA from Orange County. I placed the order over the phone, and provided with a quote for monthly storage fees and pick up. For over a year, I paid well over $2,400 to have the PODS storage unit stored.
I arranged to have the PODS unit delivered to Temecula, CA after my wife and I purchased a house. I then received my credit card bill, which was charged over $800.00 for "drop off"! Needless to say, I was shocked by this massive bill.
I called PODS, and left repeated messages. Customer service was unhelpful, and supervisors never returned calls. Finally, a supervisor explained I was being charged a "Inter-franchise" fee and excess mileage fees because PODS was storing my POD in Los Angeles rather than Riverside.
1) I was never told about an Inter-franchise fee when I placed my order with PODS.
2) I told PODS I was moving to Riverside and they never mentioned that my POD would be stored in Los Angeles and subject to excess mileage and Inter-franchise fees.
3) I never authorized PODS to charge this fee to my credit card, in fact - they NEVER disclosed any of the fees to me before charging my card.
I spoke with PODS, and filed a billing dispute. They said that they tell all customers about the Inter-franchise fees, and that they record all calls. They said they would get the call out of storage and that would prove their case.
Then, they never responded. I contacted them repeatedly without response. Finally, after over 6 weeks, a customer service rep told me that my dispute was "rejected" but could not explain why. Finally, a supervisor told me that they got the tape and it proved they were correct, but that they were unable to tell me what it said nor could I listen to it, and as far as they were concerned, it was case closed. The supervisor did tell me that Inter-franchise fees were controversial, but that they do disclose the full fees when you place the order.
This never happened. If it had, I never would have placed this order with PODS.
Needless to say, my next step of action was to pursue this with American Express. I never authorized this transaction, it was an unexpected, unapproved charge, and PODS didn't have any documentation regarding these excess charges. PODS fought me with AMEX, but AMEX ruled in our favor that PODS could not prove that these charges were legitimate or agreed on.
The charges were reversed. Case closed right?
Nope.
Now, PODS is calling me daily (ranging from 4 am through 6 pm) with an automated message telling me that I owe them this amount and to enter a new credit online. I have attempted to contact customer service without luck (again, no supervisor available, no contact information available) and they have no customer service e-mail or executive information online.
All I have to tell you is - STAY AWAY from this company. Poor business practices, terrible communication, and shoddy ethics. There is a reason there are hundreds of complaints online.
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