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Complaint Details
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Initial Complaint
06/24/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I contacted this company to obtain a quote for shipping personal items from the ************* to ********. Despite their quote being $700 cheaper than the other six quotes I received, they assured me that their services included door-to-door delivery, encompassing all necessary customs clearance and other in-country requirements.However, my shipment was delayed by over two months. When contacted by the agent in ********, they assured me that the company would handle everything, as I had prepaid the customs clearance and internal shipping charges. Despite this assurance, the ************ informed me that I needed to pay additional fees and that the items I was shipping were not permitted under my ***** despite having confirmed with the company that I could ship used home goods and personal artwork. I was subsequently informed that I would need to pay an exorbitant clearance rate and was sent a new invoice that no longer reflected my prepayment. The company also blamed the shipment delay on issues with processing my payment, despite my proof of payment via Zelle on the day the items were picked up from my storage locker in *********** every stage, the company has failed to resolve the issues, providing promises followed by excuses. Additionally, I suspect that the company is using a ****** phone number and is operating out of *****, rather than being based in the ************* as claimed.
Business response
07/07/2024
The issue has been resolved with the client .Initial Complaint
03/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My parents shipped housing goods from overseas to the **. The container containing these goods arrived in the ** by boat on Nov 16th 2023. On Nov 18th the container was then transported to ******* by rail to where it could be inspected by customs and be delivered. The container arrived in ******* on Nov 22nd. On Nov 22nd the container was put on hold for customs inspection. The container was then released from hold due to the customs inspection being completed and all that was left for the container to be delivered is to pay what storage fees it had on it. ********** did not notify my parents or my brother about the completion of the customs inspection until the 7th of December which led to me having to pay a demurrage charge of 4400 dollars, followed by a rail ramp storage charge of 5850 dollars. I contacted ********** about this because not only did they not notify me or my brother or my parents they were also wrong about what happened with the container on multiple occasions, and when they came with the demurrage charge it was for a total of 14 days, however that didnt line up with when they said the inspection was completed which was on the 7th of december. when they first sent the demurrage charge they forgot some charges which is why in my uploaded documents there are 2 demurrage invoices. When they first notified my dad and brother about the customs inspection being completed they said it was completed on the 7th of December, they also were wrong about when the container arrived in *******, they also sent an email to my brother on the 28th of November stating that the container was still under customs inspection when in fact that was the day that the customs inspection had ended. I sent an email explaining everything to them and I did not get a response, I also sent a follow up email asking for a refund of the difference on how much I should have paid against how much I did pay which I also did not get a response to.Business response
04/02/2024
The reason of delay in informing is that we used to receive those details or confirmation from the carrier & waiting for exams invoice. We received invoice Only on Dec 6 th from Carrier
We crossed the checked the details with carrier , as per there confirmation even through exams completed on Nov 29th as per ACE, Invoice will not get generated until container is physically out from Exams terminal. All the charges of Examination including Rail ramp storage proof has been included.
Client misunderstand those exams process that A7S has been delayed but there is nothing to do with A7S update on Storage invoice , Once we received from carrier same day we
have forwarded to Client.Initial Complaint
08/17/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
In February 2023, I paid $13916.00 to Air7Seas to ship a 40ft Container from Door, ******* **, to Port, ******, ******. On Nov.28, 2022, Air7Seas told me to go to the facility to pack my goods. When I got there, the container had left. I called Air7Seas, and asked to cancel the deal. But ****** (who had specifically stopped me in writing from going to the facility until I had heard from him) told me to return to ****** since the truck would come to ****** as had more goods to pack in the 40ft container and I had to personally seal it. It did. Later, Air7Seas demanded another payment for extra pickup. After negotiations with **** at Air7Seas, we agreed to split the cost 50/50--I paid.********************* me the container would be in ****** by Feb. 14, 2023. I asked if there was anything I needed to expedite the clearance process. Everything was set, he said. In February, my Co-Consignee demanded documents (the invoice, Bill of Lading and Parking List) as required to clear the Container. Air7Seas refused--only ************* in ****** could do that upon paying over 400. I PAID. The Container was not released. A chain of demands for payments flooded my email box from *********, *****, ******, ************, ******** and ******. Whenever I asked the reasons, Air7Seas only SAID, PAY IF YOU WANT YOUR CONTAINER RELEASED. Once I paid one, another demand came up. THEN I found out the Container was held ** in *****, **********. Air7Seas told me to make an on-line delivery order--I failed despite technical help from Air7Seas and Maersk. It wasn't necessary--the Bill of Lading, the Invoice, and the packing list were sufficient to move the container. I paid over $3000 extra, and Air7Seas refused to dispute any invoice to Maersk. I cant since Air7Seas has 100% control of the account and has denied me access to all the documents to the shipment. I confronted Air7Seas of being a scam mill after demand letters kept coming long after l got my container. All demands abruptly stopped!Business response
08/28/2023
Our service was from door to port. We have prepaid the carrier and release the BL . The port formalities is excluded in our service and to be taken care by client. A7S has no control over destination carrier and the consignee can only contact them to release the shipment .Initial Complaint
01/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello Thank you for the opportunity to hear about my problem and possibly to help me find a solution to my problem.I paid my full invoice price for a door to door service shipping from ******** to ********, ***** **** the company takes advantage of me by taking my shipment hostage in the Port and forced mr to pay $3950 in order to get my 40" container home in ********. I requested a refund from the Air7Seas company and they said that they will only give me $450. I paid for door to door service and my invoice said so. Please help me in this dispute to get my full refund of $4960Business response
02/01/2023
For door to door shipments charges of destination port excluded from our quote. Since the client was disputing and caused delay we accepted to pay storage however the customerhas to pay customs duty.
See Attachment/File: Duty invoice .pdfInitial Complaint
09/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 14 April 2022, The company A7S (Air 7 Seas) promised to deliver my shipment of 25 Boxes of 1)Books, 2)personal & legal documents 3)Computers, 3) House hold items, I paid $600 in advance and the Balance of $500 after delivery ********* There have been contradictory status and location report of the 25 shipment boxes. They may may have been damaged or lost. The company A7S is very chaotic with poor documentation. There is also an attempt by A7S to blackmail me by demanding an additional fine of $ 150 if the balance is not paid immediately. I have all documentation. As agreed upon, by Air Seven Seas, I expect the shipping company to deliver the 25 boxes without delay and any damage to my Address ******** mentioned above. Upon receipts of the boxes in good condition, I will pay the agreed upon balance shipment amount. **See Attached Documents***Business response
10/25/2022
Business Response /* (1000, 5, 2022/10/14) */ All our shipments are prepaid. Our full outstanding to be paid before releasing the shipmentInitial Complaint
08/03/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Insurance Misrepresentation:I was promised insurance coverage for partial loss if my shipment was professionally packed by ********** of Air7Seas. After reporting the claim, the insurance company declined coverage informing me that the insurance policy took out on my shipment by Air7Seas on my behalf does not cover partial damages. Moreover, there is evidence that damage to at least some items were due to the usage of inferior pallets by Air7Seas and their careless palletization.I think Air7seas should be responsible for the damages and should compensate me for my losses.Shipping Delay:During initial talks with ***, I was told that the shipment will take about a month to arrive in ********* upon collection but in reality, it took three to four months to arrive. Checking on the details of the shipment, it shows that the delay was not at the loading or voyage but was between the point collection by Air7Seas and the loading of the cargo onto the ship. (Please refer to document "shipping tracking.pdf")This delay has resulted in a loss of income incurred by me as I could not start work without my items. Moreover, Air7seas took no initiative to inform me of the delays and only replied upon multiple enquires.Feel Free to contact me if you need more information. A detailed explanation is included in the *** titled "Problem Details"Business response
08/29/2022
Shipmenmt was delayed due to port congestion.The insuarnce certificate was issued for FPA coverage. So damage was not coveredCustomer response
09/01/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
FPA was not the coverage described to me by ******** of sales. I specially checked with her and she told me that it would cover partial damages only if it was professionally packed. Hence we went that route of using professional packers.
Since Air7seas or their representatives are the ones responsive for picking up the items, they should also be able to account to me why some ********** items are missing (like my TV and Custom PC) and should be responsible for these lossesBusiness response
03/06/2023
We are freight forwarders and out liability is limited . ***************** declined coverade as the policy covers only free of particular averageInitial Complaint
07/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
In November 2021 I paid Air7 Seas to arrange ******* trucking service to move four shipping containers. They said they could provide four trucks. I paid for them and they only provided 3. It was close to the Thanksgiving holiday so there were issues with scheduling the move in general. I was really upset because I had to arrange for the 4th container to be picked up on separate day (on my own) and incurred another expense to hire a crane which costed more than the truck - $1600. I was told I would get a refund for $1513 right away. I gave them my banking information and never received it. I also followed up via an attorney in January and they said they would reimburse me for the truck but still have not done anything to date. They said they would not pay for the crane because they have a no-guarantee clause that is in writing (which is not communicated directly in conversations). I sent them a letter on July 11th and have not heard back from them.Business response
08/15/2022
Business Response /* (1000, 5, 2022/08/03) */ Issue has been resolved with the client. Refund check was mailedInitial Complaint
05/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On ******* we provided labor services on behalf of air 7 seas. To begin, this company was very disorganized.. setting dates, cancelling them... Reseting the dates again, cancelling at the last minute then finally abruptly scheduling for last minute service. Meanwhile we accommodated the company and did our best to help them. The problem now comes when payment of services is due the company does not want to pay invoice for services provided. They failed to obtain detailed information about what their customer was shipping, when we went to move their customer there was triple the amount of possessions to be packed and moved. Air 7 seas failed to allow adequate time to complete this process. Scheduling 2 days worth of work to be completed in 5 hrs. Initially we were sent pictures and a list of items to be moved. We estimated 5 hrs. Customers request changed after the intial quote and they wanted to move substantially more possessions than the initial quote and air seven 7 seas still kept the time window the same for packing and loading causing mayhem and havoc upon customer and service provider. They have an invoice of $946 that they refuse to pay for services provided. This company has cheated us. They understand the job required more than 5 hrs on the sole basis that the customer requested partial container to be packed & loaded in the end it was a complete container we packed and loaded. Now they want to make excuses when payment time comes. They stated we brought a "handicapped" laborer so they will not pay for the invoice. We have discounted the labor due to the fact that 1 of the 3 movers left after the intial 5 hr obligation we had to the company. After 5 hrs, we provided 2 movers at a discounted rate and we had an additional 5.5 hrs of labor in the job. They stated they are not paying because we brought a handicapp person to help with labor.. so they don't believe the owe money for 5.5 hrs of labor they think it should be free because a "handicapped" helped.Business response
05/25/2022
Consumer Response /* (2000, 6, 2022/05/25) */ Has been resolved. Please cancel this complaint.Initial Complaint
04/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I contracted Air7seas to send a container. They gave me a time slot for loading the container at my storage between 11am-12noon. I then hired people to load the container and asked them to be on site at 11, which they did. However, the container arrived at 9am, two hours too early, and now they are charging me extra for the two hours. I refuse this extra charge And if I don't pay it to them they will withhold the bill of lading in turn keeping my cargo to rot at portBusiness response
06/09/2022
Business Response /* (1000, 5, 2022/05/25) */ The issue has been resolved with customer's satisfaction. The BL has been releasedInitial Complaint
04/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
In **** **** I contracted with A7S for a door-to-door move from Portland OR US to London, UK. 8 months later, my goods are still in Portland because A7S has failed to make any progress towards getting them into a container, on a ship and out of the country and I've now spent several thousand dollars in storage and other fees due to these delays. I acknowledge the difficulty - covid, supply chain - of this task, but A7S has a pattern of poor communication in over 100 emails. What kind of business doesn't even answer its phone with its name? - from simply not understanding simple questions such as "what time will the truck be there?" AFS's staff, though they have an office in Milpitas, CA are based in Chennai, India, and many speak poor or limited English which has also been a barrier to communication. They have also consistently made false and ridiculous promises - scheduling and then canceling monthly pickup dates, some at with less than two hours' notice, which shows me they have poor relationships with shippers and little understanding of the market. When I informed them on March 21 I was cancelling my contract I was met with "pickup on April 7 and this time there will be no delay" when I was already aware there are currently NO goods moving our of the west coast ports to Europe until at least this summer. I requested a return of my deposit on March 21 and have yet to see a refund, despite daily email requests. I have now been bumped up the ladder to a financial person, and have provided them with my bank details, to no avail. I have also filed a complaint with the Federal Maritime Commission, which governs overseas shippers. I have no trust or faith in either the integrity or competence of this company and regret doing business with them.Business response
05/23/2022
Business Response /* (1000, 8, 2022/05/06) */ We are waiting for the bank details from the customer for processing refund since Apr 1st
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Customer Complaints Summary
16 total complaints in the last 3 years.
3 complaints closed in the last 12 months.