ComplaintsforPODS - On Demand Storage, LLC

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a business owner myself I understand the importance of reviews, good and bad. So I do not leave reviews without careful consideration. I ordered a pod for a property we are building on, I do not live on site but about 10 min away. I was very clear about a call ahead before hand, 1 hour, 30 min or 15min would work for me but I received none on the day of delivery. The pod was placed in front of main door to a 2500 sg ft barn that had equipment we needed to access and driver left. The next day I went out and discovered the pod, not in correct place. I called and they said that they had called a number they had on file (not even close to mine) after some discussion they told me they would send someone out to move, no charge. A week later they arrived and moved. After months of the pod being on site we were ready to have them pick it up. Called and they stopped out to pick up. They charged my card just under $330 for the next month 4 days into new billing cycle. The rep I spoke with was the rudest customer service rep I've spoken to in 20yrs, after condosendingly explaining to me how lucky I was that she wasn't charging me for the initial move, which was their fault to begin with. She didn't address my issue at all and was combative from the start.My issue was that I could not use the pod for the first 7 days of my contract because it was placed incorrectly and I was not contacted beforehand and when we went 4 days in to the next billing cycle I was charged an additional $330 for the entire month. I'm a very reasonable person and I work with a lot of companies and most, in my opinion, are great. I have use pods for many, many years for my companies and personally but will rethink that moving forward. My resolution was simply a refund of the $330 because I could not use the pod for the first 7 days and only ran a couple of days into next billing cycle.UPDATE: They actually did charge an additional $66.50 for moving Pod they placed in wrong location.

  Business response

  06/29/2022

  Hello! Thank you for giving Pods an opportunity to respond. Pods rent on a month to month basis beginning the day the pods container is delivered to the customer.  The drivers do call before delivering Pods containers. The customer emailed Pods 6 days into a monthly rental requesting the final pick up of the container and it was picked up the next day, which was one week into the monthly rental. Attached is a picture of the final pick up. The driver spent a half an hour removing the items around the Pods container to pick it up ( also at no charge ). We do request adequate height and width and weight to place container. The day of the initial delivery it was snowing and the driver placed as best as he could, with the notes available ( customer was not home for initial delivery or final pick up) But regardless of placement issues, the monthly rental is just that, a month to month rental , whether you use one week or the full month. Thank you for choosing Pods. We apologize if you do not like that it is a month to month rental. 

  Customer response

  06/29/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17500438
  
  I am rejecting this response because: I have never disputed the date we called for pick up ran into the next billing cycle by 6 days, I've acknowledged that in the initial complaint. My issue is that we could not use the container for the first week, by no fault of our own, and were then charged $330 for running over 6 days. Did we get credit for the time we could not use it, no we did not. But we were absolutely charged for an entire month with no acknowledgment of the fact, in my opinion, that the start date should have been moved back for the time the pod was unavailable for use. 

  Proof of a companies customer service is easily tracked.

  BBB data: 431 customer reviews with an average rating of 1.09 out of 5 stars, that speaks volumes about your customers experience's
  
  Regards,
  
  Ron Itnyre

  Business response

  07/07/2022

  We are at an impasse. Pods rent on a month to month basis beginning the day they are delivered. We called the day of delivery , no answer to the drivers call. We prefer the customer be home for placement however we do not require it. Day of delivery it was snowing the driver placed as best as he could. Customer unhappy so we went back out and moved it. Customer called months ato pick up the container empty. We picked it up the next day after request, which was a week into the monthly rental. Dispute not having the clearance we require from customer to pick up container ( see picture ) Driver spent a half an hour moving customers items to do as the customer requested.  Customer did not answer phone call the day if final pick up as well, but not required. We upheld our promise , customer just does not like what he agreed to a month to month rental. We are at an impasse. Thank you BBB for giving us the opportunity to respond. 

• Initial Complaint

  12/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PODS made a drop off to the home I was moving out from. The driver came in through the back alley and dropped of the unit. At some point when the driver went to leave, the lift equipment snagged the power supply line to the house and tore the anchors out of the side of the house, causing the line to hang dangerously low and straining the service line to the meter can. Upon my arrival back to the house from work, I surveyed the damaged and immediately called AEP and Pods customer service. AEP ruled that their responsibility only applies to the other side of the connection to the transformer. This is fully viewable on their website and states it very clearly. The weather head, service cable, and meter can had to be replaced. The total cost for this was $1705.83. The owner refused to accept responsibility. The owner falsely claims that the line was already in this condition, based on the presence of a destroyed bird’s nest in the bracket of the photos. Despite that if that were the case, the unit would have never been able to be placed in this location and the truck would not have been able to drive through the alley. A portion of the bird’s nest origin can also be seen above the left top corner of the window block.

  Business response

  01/02/2022

  To Whom It May Concern, 

  After investigation, it has been determined On Demand Storage  is not culpable for the damage. This has been discussed and explained to both the customer and the customer’s realtor. Our driver absolutely did not cause the reported damage. Please do not expect payment from On Demand Storage at this time. 
  

  Respectfully, 

  ***** ********* 

  On Demand Storage

  3241 Centerpoint Dr 

  Grove City, Ohio 43123

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*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩