ComplaintsforHero Moving Hawaii Inc.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -The business was hired to help pack and store my belongings on Oahu on 12/13/21 until it could be shipped to Maui at a later specified date -I paid a total of $4,241.12 in three installments -The business promised to: ~provide packing materials ~help pack and store belongings ~arrange for belongings to be shipped and delivered within 3-5 days once notified of new address -I am requesting a refund of $2,185 for the following reasons: 190 for packing supplies I paid for but did not receive 200 for damages caused by company's negligence* and missing item 968 for 12 days of rent of an unused house due to not receiving belongings in the ***eframe promised 827 the third installment I was tricked into paying before receiving my items damaged and over 3 weeks late -Gabe from Hero Moving initially offered $100 for damages but later changed offer to $400. I did not accept either offer as I believe I am entitled to the full amount requested. *damage due to company's negligence referred to above was from ignoring numerous verbal and written warnings of fragile items and not strapping or properly packing items in shipping container as shown in pictures and noted by Wailea Movers (secondary moving company contracted by Gabe for services on Maui). I had to reach out to Gabe to find out about all delays and periodically check-in to assist and coordinate with shipping company. These responsibilities should have been taken care of by the moving company as part of the services we paid for. Gabe was notified of our new address on 12/20/21, rent was paid on 1/1/22 since we believed we would receive our belongings in the ***eframe promised, but instead, items arrived 23 days after notice on 1/12/22. By offering compensation checks, admitting to changing verbiage on their sales contracts, and admitting to adding new addendum to avoid future issues like ours, the business is clearly admitting fault in this situation. I do not agree to paying for their mistakes and negligence.

  Customer response

  06/08/2022

  The matter is NOT resolved. Hero Moving Hawaii has offered me a $400 refund but expects me to remove all the reviews I have posted about their company. I am not accepting this offer since $400 isn’t remotely close to the amount I requested and my reviews were honest. I would consider removing my reviews IF Hero Moving’s offer was the amount I originally requested or at least closer to it. If there are any future offers, I would prefer to speak with someone from the Better Business Bureau. Please let me know if you have any other questions and keep me updated with Hero Moving’s responses. Thank you. 

  

  Business response

  06/10/2022

  Hero Moving Hawaii was hired by ******* ** to ship their goods to Maui.
  
  We verbally stated that the household goods would be arrive in Maui within 3-5 days of being shipped from Oahu, not 3-5 days of their request to have their goods being there.
  We do not control the yard, containers or shipping schedules of inter-island shipping and believe that ******* misunderstood the constraints of inter-island shipping schedules. It was not stated in writing or verbally that the household goods would be delivered within 3-5 days of their request, only that we would try our best to have it there within the ***e they requested. 
   
  Hero Moving Hawaii never promised an exact delivery date verbally or in writing. We give windows for delivery, and stated that the goods would arrive on Maui 3-5 days from shipping out of Oahu. 
  We offered a compensation check for the damages to the furniture which exceed our .60 cents per lb coverage, as well as the delay in arrival to Maui. 

  We have made no changes in the ******* and *** **s’ paperwork or have admitted to doing so. We have added an addendum to our paperwork to make it crystal clear that we cannot promise an exact date for inter- island shipping as the container shipping, port schedules and dates are done by a third party company (Young Brothers) and are subject to change without notice for any reason ( per their website).
  

  Our agreement was that payment was 80% on pickup in Oahu and 20% upon delivery once delivery date and time was confirmed.  Payment was taken on the date of delivery once the truck was loaded at the port. 
  

  The customers allegation about the final balance is untrue.  
  

  We remain dedicated to provide the highest quality service to the people of Hawaii.
  

   

   

  Customer response

  06/19/2022

  
  Complaint: ********
  
  I am rejecting this response because: When hiring Hero Moving Hawaii, we made it clear from the beginning that getting our belongings within the specific time frame mentioned was one of the top deciding factors in choosing a moving company. Since we were moving due to a new job opportunity, there was a clear deadline to move into our new home along with a budget to stay within. Although Hero Moving Hawaii does not control Young Brother's shipping schedules, there were no unforeseen changes made to the schedule that would have caused the delays we experienced. The only company at fault for the delays is Hero Moving Hawaii who clearly over promised and drastically under delivered. Even if Gabe meant our "goods would arrive on Maui 3-5 days from shipping out of Oahu," why should I not hold them accountable for missing the promised drop off date and failing to inform us that our shipment would be further delayed? Gabe gave text confirmation that our goods would be dropped off at the Oahu port on December 29th but I had to reach out first to find out that he was unable to drop off on the promised date. 

  In addition to the costs accrued due to multiple delays caused by Hero Moving Hawaii, furniture and other items needed to be replaced due to damages and lost items caused by Hero Moving Hawaii's negligence. Although the compensation offer given by Hero Moving Hawaii exceeded the .60 per pound coverage, it does not come close to what I had asked for nor does it cover the missing item or delays. *This offer also came with the stipulation that I remove all reviews posted of Hero Moving Hawaii online.*

  I am therefore rejecting the response since it is neither accurate nor close to what I should be compensated. 
  
  Sincerely,
  
  ******* ** 

*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. ↩