Matson

I booked in transport on August 13th for my customer to deliver her vehicle to the port in Hi. Customer dropped off the vehicle, cleaned, no scratches or dents on the vehicle. Their website claimed the vehicle would be at their port in CA on August 28th. On August 26th I notified them we had a driver picking up the vehicle on the 28th when the vehicle was scheduled to arrive at the CA port. Matson notified me that the vehicle will be delayed over a month because they decided to remove all ships from HI. No one notified me of the change when they should and need to. The date of arrive to the CA port changed to September 12th. I emailed them a day before to advise the name and company of the driver who will be picking up. They replied that they updated the order but come to find out they didnt. Driver arrived at the port early in the morning to pick up the vehicle and was denied because they hadnt updated the order. Poor driver had to wait 2 hours for them to release the vehicle to them when in fact he shouldnt have waited. I already advised Matson of the new driver and they claimed they updated the order. Driver picked up the vehicle, took photos of the vehicle to mark all the dents and scratches on the vehicle to cover his butt as well as all parties. He has the legal right to take photos and mark the scratches and dents he sees before touching the vehicle. Driver delivered the vehicle to the customer and upon washing and cleaning of the vehicle the customer noticed multiple scratches and dents that werent there before Matson touched the vehicle. I contacted the driver immediately to find out what happened. Come to find out Matson damaged the vehicle while in their care for over a month and will not pay the customer for the damages. Ive attached the email that one of their representatives wrote me. Please read what stupid comments they wrote back. They wont pay for the damages and are claiming you cant take photos at their port because they dont want to be blamed for their mistakes. DO NOT USE MATSON. Ive had problems with them for over 5 years now. Their service used to be good 5 years ago but since than its been nothing but problems, issues and terrible service. "I am sending you a copy of the Matson auto survey signed and delivered in Long Beach, California. The document is signed by the driver as "no additional exceptions reported at delivery". I read your email explaining the difficulties you have experienced in the delay of receiving the vehicle on Long Beach and the email forwarded from $%#&@ Transport. The auto carrier did not follow the posted instruction at the terminals, taking pictures is not allowed. The driver did not alert the Matson clerk of the damages they are claiming and signed our delivery survey as no damages were reported to Matson. We are unable to consider these damages outlined in the SAP Transport's Bill of Lading. The driver's paperwork is not an acceptable form of reporting damages. Regarding the delay in receiving the vehicle in Long Beach. Our Bill of Lading does not guarantee service. At time of booking an estimated time of arrival at destination is provided. However, our Bill of Lading excludes service delays. We have no alternative but to decline the claim in its entirety and close our file. In addition to the delivery survey. I have attached a copy of the Matson Bill of Lading terms and conditions for your reference. Sincerely, Roxanne Wicks |Matson Cargo Claims Department 555 12th Street, 8th Floor, Oakland CA 94607 Phone: 510-628-4330 |Email: rwicks@matson.com [*** Link removed ***]

We had a delay in Charleston for 2 weeks but they took their time about getting it to the west coast. We cleaned the container before we put our items on it. They were always professional. The container was not entirely clean and it was 2 weeks delay. Other than that they did everything they said they would do.

The car transport driver, who brought the car from California to Oklahoma, did not have enough information to find the place, and his English was minimal so I could not explain by telephone where to bring it; it took about an hour and a half and half a dozen phone calls to get the car after I saw the transporter go by on the road. Otherwise I would say everything went normally, with no damage to the car, and real professionlism on the pickup in Hawaii.

They had good service! You have an option to use a whole container shipped to the port. If you do this, it is shipped right away. If you only use only half of a container, it may take longer for your items to be shipped. I would recommend all of my friends who plan to move to Hawaii to use them.

The container was delivered as promised, in excellent condition. We hired a flat-bed tow truck to put our car in the container. Then we hired a company to pack up the container with our furniture and such. The container was shipped to Hawaii ahead of schedule, as it was quickly packed and picked up early. The provider gave us regular progress updates. The price that was quoted (several months ago) was the price we got, despite likely increases in fuel costs. Even though I shipped 25-30 boxes of china among my household goods, breakage was limited to one plate, one serving dish, and a small bowl. I was quite satisfied with that result, especially as I had packed the china myself. I was very satisfied with this provider.