Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired International Sea & Air Shipping for an international relocation from *************, **, to ********. Initially, I was quoted approximately $12,000 for the shipment, but due to a series of hidden costs and last-minute charges, the final cost increased to around $18,000 (excluding insurance)a nearly 50% increase from the original estimate. Key Issues: Misleading Pricing & Hidden Fees: The company imposed unjustified extra charges for standard household items such as a bed and a tool shed, which should be expected in any normal relocation. They also added additional fees late in the process, leaving me with no reasonable alternative but to accept the inflated price. Deliberate ************* Handling of My Shipment: Despite giving over two months' notice, the company informed me at the last minute that my shipment would be delayed by at least an extra month due to lack of space. This delay has resulted in significant additional costs for me, including a month of extra rental housing and vehicle rental in ******** while I wait for my belongings. Unacceptable Handling of My Vehicle: My vehicle was supposed to be stored in their warehouse, but instead, they left it parked at a private residence in ********, **, without my consent due to "lack of space." This is a serious liability issue, as my vehicle is now stored in an unregulated, unsecured location. Resolution Requested: I demand: A formal explanation for these pricing discrepancies and storage failures. Immediate action to ensure my shipment is prioritized and not delayed further. Compensation for additional costs incurred due to their delay. A partial refund to cover the unjustified hidden charges. This company's handling of my relocation has caused significant financial and emotional distress, and I am filing this complaint to hold them accountable for their deceptive pricing practices, failure to fulfill their contractual obligations, and unacceptable handling of my shipment and vehicle.

  

  Business Response

  Date: 03/13/2025

  On December 23, 2024, *** ******* signed a contract with International Sea & Air Shipping to pack and ship a 40ft standard container with up to 800 Cubic Feet (CF) and a vehicle from ********** to ********. See attached shipping agreement. 

  On November 27, 2024, the customer advised our sales representative his volume was a total of 800 CF plus one vehicle. See attached a copy of the email correspondence.
  
  When our movers arrived at the customers house on January 30, 2025, they notified us that the customers volume exceeded 800 CF by almost double. We informed the customer his shipment would require a bigger container in order to accommodate all his items. Additionally, he had particularly heavy items including an exceptionally large cabinet, 2 Adjustable bed bases, and tool chest. These items require additional resources and handling at both origin and destination due to the weights and/or complexity. As we were not notified prior of the nature of these items, we could not quote ahead of time.
  
  Due to the initial miscommunication regarding the vehicle, we agreed to pick up the customers vehicle free of charge and waived the $600.00 fee.
  
  We sent the customer a revised rate for a 40ft High Cube container with 1500 CF and the vehicle for $15,455.00 plus shuttle service at $1.55 per CF ($2402.50). The customer agreed and signed the updated contract on February 13, see attached.
  
  The pick up was always planned using a **************** and the rate for shuttle service is indicated on our shipping agreement at $1.55 per CF. Therefore this fee was not hidden either.
  Regarding the shipping delay, on March 3 we were notified by the shipping line that our booking was cancelled due to space constraints on the vessel. See below the direct message copy, which was provided to the customer:
  Due to space issues and limited RTM t/s space, space team will be necessary to adjust the following booking. 
  Booking number *********** has been cancelled.
  We apologize for the changes and any inconvenience caused.
  
  We immediately requested a new booking on the next available vessel. Moving companies do not have control over the shipping lines schedules, although we have been aggressively trying to book an earlier vessel with multiple carriers. Unfortunately due to limited availability, this is the first available vessel which opens for receiving next week. The original estimated departure date was March 4, and the current one is March 28. This represents a total delay of 3 weeks.
  
  Delays from the west coast are unfortunately very common at the moment due to overbooked vessels with space constraints, limited appointments at terminals, and irregular vessel schedules. This is impacting container movement for a high percentage of the industry. This situation is clearly reflected in our shipping agreement in the paragraph called Update Regarding International Shipping above the customers signature. Text below:
  Various circumstances in the shipping industry are impacting container movement and disrupting the supply chain. Due to this, there is a possibility of: Delays in transit time, port congestion, rerouting of cargo, limited ocean service to certain destinations, and equipment shortages. Any fees incurred as a result will be added to the price. Furthermore, this estimate is based on the prevailing rates then in effect by the shipping line which are subject to change and increases assessed by the ocean carriers will be passed along.
  
  For container shipping, there is a possibility we will need to pick up your shipment in a moving truck (shuttle) rather than directly loading into the container. This is subject to additional cost if applicable for shuttle service, warehouse handling, and storage.
  
  Additionally, per the terms of our agreement: All estimates of shipping time is approximate and the Company is not responsible for any delays caused by highway problems, steamship line schedules, over booking, technical difficulties in equipment or vehicles, strikes, port authorities, labor problems at the origin or destination and/or any other problems beyond our control.
  
  Furthermore, the customers ****** storage period included in the *************** rate expired on February 28. Therefore, we have every right to charge Storage beginning March 1, however we are absorbing this cost as a good faith effort. Our storage cost is $900.00. If the delays were indeed deliberate, then we would pass along this cost to the customer.
  
  Regarding the vehicle, we had looked into alternative storage options however we did not want to risk relocating the vehicle when the vessel was predicted to open imminently so we could load the container swiftly without delays that may lead to missing the vessel. However, we will resume this search in an effort to address the customers concerns.
  The vehicle is attended to regularly to ensure conditions are the same as when we picked it up and we have requested photos to confirm the same.
  
  Our dispatcher is closely monitoring the terminal website 2+ times per day. We also will request again an earlier sailing if available despite former rejection from the shipping lines.
  
  In conclusion: The shipment volume increased by 87.5% and the updated quote was agreed upon by the customer which reflects the additional packing and wrapping materials, labor, time spent loading and unloading, and warehouse handling. Per the terms of our contract, all sailing schedules are estimated and subject to change. We will obtain photos of the vehicle prior to loading and revisit the option to store it in an enclosed facility until the vessel opens (no transport will occur without the customers knowledge and consent). We did not charge the customer the $600.00 Car Pickup fee or $900.00 storage charge which reflects our commitment to resolve this amicably. We are dedicated to loading this shipment onto the scheduled vessel.

• Initial Complaint

  Date:05/21/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did contact the company to ship my car to my country, the company asked me for 25% of the amount as a deposit, I did pay it when I wanted to send them the title they told me we dont send salvage title car and they wont refund me. Since they didnt offer me any service I want my $710 back.Thank you

  

  Business Response

  Date: 05/21/2024

  International Sea & Air Shipping entered into an agreement with the customer to ship her vehicle from ********** to *******. Our Move Coordinator requested all the necessary documentation on April 25, 2024 which we required in order to ship. The copy of the title was not received until May 17, and only at this point was it communicated to our office that the car is salvaged.

  Per the terms of our contract (attached), cancellation requests must be received no later than five business days prior to the move date.

  However, we empathize with this situation and will agree to refund the deposit amount of $710.00. We will send the customer a Settlement Letter to sign and upon receipt, proceed with the refund. 

   

• Initial Complaint

  Date:02/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ***/*****,I am writing to file a formal complaint against International Sea & Air Shipping regarding the handling of my recent shipment to ******. On December 15th, I engaged their services to transport my furniture, with the understanding conveyed by ****** that the shipment would depart the US before December 22nd, with a shipping timeline of up to ten weeks. A 25% deposit was paid at the time of booking.The issues began when I received the final invoice, which included exorbitant insurance charges. Following numerous email exchanges, it took over six weeks to obtain clarification on these costs. Expressing my preference to secure insurance separately due to cost considerations, I proceeded to make the final payment, inclusive of reduced storage charges. However, despite my repeated requests for the shipping date to arrange independent insurance, the company has failed to provide a clear timeline. This lack of transparency and failure to provide an estimated time of departure for my goods is unacceptable. Of particular concern is the urgent need for certain items, such as beds, contained within the shipment. Furthermore, the possibility of additional charges, such as storage fees, adds to the uncertainty and potential financial burden.Despite my efforts to cooperate, the company's evasive behaviour has left me frustrated and concerned about the status of my shipment. At this point, my primary objective is to ensure the timely delivery of my items.Therefore, I am seeking your assistance in resolving this matter promptly. Specifically, I request your intervention to compel International Sea & Air Shipping to provide a definitive shipping date and adhere to the agreed-upon timeline. Additionally, I urge the company to clarify any potential additional charges and refrain from increasing the cost of the shipment unfairly.Thank you for your attention to this matter. I trust that with your assistance, we can reach a satisfactory resolution.

  

  Business Response

  Date: 02/26/2024

  International Sea & Air Shipping entered into an agreement on December 13, 2023 with the customer, ***************************, to pickup and ship 375 CF in a shared, groupage container from ******** to ******* including furniture wrapping for 300 CF. The pick up was performed on December 15, 2023. 

  The original agreement was quoted at $4,953.75 USD which excluded insurance coverage. Our contract states that insurance is an additional cost, and indicates All risk door to door marine Insurance is available for 3.5% of declared value plus $75.00 Insurance certificate. (see attached). This was also explained by our office in response to the customers inquiry on January 2, and ultimately she decided to use another insurance provider. See attached email for reference.

  Our rate includes up to 30 days free storage and any additional storage is for the customers account. This is also indicated in the shipping agreement:
  THE PRICE DOES NOT INCLUDE:
  1. Port Charges/ Custom Duties/ Taxes If Applicable/ Custom Inspection/ Fumigation/ Quarantine/ Storage/ Demurrage and Detention charges/ DTHC Destination Terminal Handling Charges

  Additionally, our Terms of Payment state: Balance must be paid in full prior to shipping. Payment was not received by the customer until February 7.

  On December 13, our move coordinator requested paperwork from the customer that is required prior to ******************** for Customs clearance at destination. The customer did not provide this until February 13, two months after the pickup date. Therefore, storage charges incurred. On this same day ( February 13), after payment was received, our move coordinator provided the estimated sailing dates. See attached emails for reference. 

  In conclusion: International Sea & Air Shipping could not make a booking with the shipping line before we received the requested Customs paperwork from the client and payment. Once received, our office provided the estimated sailing dates to the customer and therefore have resolved this matter.

• Initial Complaint

  Date:01/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 20th of July, 2023, we were given a quote for services and conditions to ship our belongings to ********** from *********. We accepted the contract (carrier reference # *****), which stipulates, among other things, "3. Full packing and packing material, using the finest materials available to ensure maximum protection required for overseas shipping."The company required us to submit a list of items of lesser value/importance, items that would be excluded from the shipping container in case of a shortage of space. However, the company or its employees failed to use this exclusion list, and subsequently did not ship $3000 worth of bicycles and other possessions.We complained to the administration in ********, as their local manager *********************** had admitted their fault, that they needed to ship the excluded articles at their cost, but that we were willing to pay $500 extra to make this happen.When the articles arrived in **********, the bicycles had been jammed into a box, with no packing materials, metal on metal, had damaged paint, and many of the parts were lost.When we complained to the company, *************************** quipped something about this being our responsibility, and that the "vagaries of international shipping" were covered by our insurance. We said that breach of contract, by not packing the articles, was the fault of the company, and that they needed to pay the insurance deductible of $500 or pay for repairs. She refused.We know that the company in question made errors. We tried to work with them. They need to take responsibility for damages incurred to our possessions caused by their lack of primary care. **************** ******************************************************** needs to make us whole as per our contractual agreement.

  

  Business Response

  Date: 02/13/2024

  International Sea & Air Shipping entered into an agreement on August 2, 2023 with the customer, *********************************, to pack and ship **** Cubic Feet of household goods in a 20ft container from ********* to **********. The pick up was scheduled for August 28, 2023. A virtual survey was conducted on July 14, 2023 to assess volume of the shipment prior to the pick up date. The survey results showed 147 pieces total, equal to approximately **** CF. Therefore, the shipping agreement was quoted based on maximum volume of **** CF in a 20ft container. 

  The customer had more items than what was on the survey, and the packing list shows 222 items were picked up (see attached) which was approximately **** CF. The customer acknowledged that there may be an overflow by signing our Advisement of Possible Overflow Form following completion of the packing (attached).

  Our office notified the customer of the overflow and requested a list of lower priority items. When the container was loaded, as expected not everything fit as the volume exceeded the capacity of a 20ft container. However, the lower priority items were loaded and the items that did not fit included: 3 Bicycles, 1 Wheelbarrow and 2 Patio chairs. The company acknowledged the mix up and offered to absorb the majority of the shipping cost to ship the overflow portion which was $2300.00 out of $2800.00. On October 20, we reached an agreement with the customer (see attached email).

  Our contract states the customer must have Door to Door All ********************** Below is from our contract (see attached):
  SPECIAL INSTRUCTIONS
  The Shipper (customer) must have Door to Door All ********************* including Insurance while goods are in the Warehouse and in transit. International Sea & Air Shipping will not assume any responsibility for uninsured or under insured shipments.

  We packed and shipped the overflow shipment, however we were notified by the customer on January 3rd that certain items arrived damaged including the bicycle and outdoor chairs. The customer asked us to reimburse him for the $500.00 deductible from the settlement with the ****************** Our shipping agreement clearly Indicates that there is a $500.00 deductible from any claim for loss or damage (see attached). Our office explained that with maritime insurance, it is inconsequential where the damage occurs, and the coverage applies all the same. We advised the next steps in initiating an insurance claim.

  In conclusion: International Sea & Air Shipping fulfilled Its obligation under the agreement and sees no reason for any additional compensations.

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am complaining about *************************** and his company International Moving Worldwide. On 10/19/23 , I employ their service to transport my household items to ******** *******. They did not give me a list of the items they did not transport neither did they tell me. I had no choice but to cancel and ask for a refund . Up until this day I am yet to receive my money. I am asking you please to intercede on my behalf.

  

  Business Response

  Date: 01/16/2024

  International Sea & Air Shipping entered into an agreement on October 18, 2023 with the customer, ***************************, to ship a 40ft container of household goods and personal effects from Georgia to *******. As per the terms of our shipping contract, a 25% deposit is required upon signing. We collected the deposit amount of $3,366.25. See attached contract signed by the customer.
  
  On October 19, our Move Coordinator sent an introduction email to the customer which included a link to our Prohibited Items list (***********************************************************************************************************************************). See attached email.
  
  The pickup date was confirmed for November 6, 2023, as reflected on the shipping agreement. On November 3, our office advised the customer of the movers ETA. The morning of November 6, the customer asked to cancel the pickup until a solution was found regarding shipping her cooking oils and detergents. A crew had already been dispatched to her home as scheduled. These items are considered hazardous by the shipping lines and Customs, and therefore appear on our "Prohibited Items" list that was shared weeks prior. 
  
  On December 7, the customer requested to cancel the shipment entirely and asked us to return her deposit. Per the terms of our contract, the deposit is nonrefundable unless cancellation request is received 5 days prior to the move date. She was informed by our sales representative, ***************************, that she was not eligible for a refund. See below relevant section from the contract:

  TERMS OF PAYMENT:
  25% deposit is required upon signing of this Agreement. Balance must be paid in full prior to shipping.
  If your shipment goes to storage, 50% must be paid upon completion of the packing and monthly storage thereafter.
  Deposit is refundable ONLY if written notice of cancellation is received by International Sea & Air Shipping no later than five (5) business days prior to scheduled moving date.

   On December 21, her relative contacted our office requesting the refund. We explained again via phone and email why International Sea & Air Shipping is entitled to keeping the deposit. See attached email thread. 
  
  In conclusion: International Sea & Air Shipping informed the customer immediately which items were prohibited from shipping and a refund was not requested until the day of the pickup, which is past the deadline outlined in our cancellation terms. Furthermore, we incurred expenses from dispatching the crew and cancelling the booking.

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 18, 2023 I sent the International Shippers a deposit of $2,310.00 to ship my household to ******* from ******. The packing company (************** **** ******) in ****** had no idea who I wasafter several Emails they showed up to pack my goods. They could not speak English, had no bubble wrap, just used cardboard boxes, split up and began to pack everything they could find, i.e. one pillow in one box, a pair of shoes in one box and even a bag of garbagethey left before I could get a manifest. Within minutes ******* of Int. Shippers called me and demanded a payment of $25,000.00! The original agreement was for $9,000.00. I told them to return my shipment to the house as I could not and would not pay that much money from them.They held my shipment hostage for 6 days with no correspondance from anyone! I had to extend my hotel and rental car for a week due to their incompetence. Finally unbeknown to anyone, ************ returned my shipment to the house. I then started going thru their boxesthey claimed 110 boxes when in fact, there were 68, they had packed! I reported both companies in ****** and was told that the packers that Int. ********* had hired to do the packing were not reputablethey also said that I was very lucky to get my shipment returned as they have been known to keep or sell peoples personnel belongings!Now I am being harrassed by People from both of these 2 companies and now have seen several reviews that Int. ********* or alias Overseas Moving Specialists have been ripping people off for quite awhilethey keep deposits or shipments and never follow thru with their so called contracts. Very unprofessional!I would like my deposit back and will be satisfied, if not then will have to report them to the **** as well as my lawyer.There is a lot more info regarding all that I have gone thru with these people but have run out of letters.Thank you so much.Kindest Regards,****** ****

  

  Business Response

  Date: 03/20/2023

  International Sea & Air Shipping entered into an agreement on January 18, 2023 with the
  customer, ****** ****, to ship 365 CF of household goods from ****** to **************.
  As per the terms of the agreement, signed by the customer, we collected a deposit in the
  amount of $2,060.00.
  The original agreement was quoted at $9,231.75 USD for a volume of 365 CF. This volume was
  based on a list of items submitted by the client, which shows 44 total items (pages 2-3 of
  attached shipping agreement). The customers inventory list consisted primarily of boxes and
  suitcases, with seven pieces of furniture.
  The pickup date was confirmed for February 15, 2023, as reflected on the shipping agreement
  (attached). As planned, we dispatched a crew on February 15 to the clients residence to
  perform the services agreed. The crew was prepared with materials for packing the items in
  accordance with the customers inventory. Upon arrival, the crew reported that the volume was
  more than 365 CF and upon further assessment, the customer had over **** CF which would
  require a 20ft container.
  Our Sales Representative called the customer same-day to inform her of the overflow and
  provide an approximate estimate based on this volume, advising this rate would be reconfirmed
  once our office gathered all relevant costs. She also discussed the option of removing items to
  reduce the volume. The customer advised she did not want to ship a 20ft container, and our
  office immediately notified the agent in ****** not to take any additional items. Payment was
  not demanded from the client at any time.
  After removing some of the items, we have estimated the volume picked up at approximately
  600 CF. Attached is a copy of the packing list, reflecting 115 items.
  On February 16, the customer contacted our agent in ****** and asked to deliver the
  shipment back to her home so she could remove items to reduce the volume. Our office
  immediately began gathering rates for the various scenarios: 1) Ship the volume picked up, 2)
  Send a crew back to clients residence for prioritization which includes additional handling costs,
  and 3) Return the clients goods and charge for origin services rendered and delivery.
  On February 17, the customer contacted our agent in ****** again requesting to return her
  items. On February 22, our Sales Representative called the customer to revisit the options. The
  customer did not answer or return the call. Our sales representative then sent an email asking
  the customer to contact her and discuss the best way to proceed (see attached email
  correspondence).
  Our Sales Representative provided the new rates on February 28.
  We first heard back from the customer on February 28 requesting a refund. The General
  Manager replied advising that the deposit is nonrefundable unless cancellation request is
  received 5 days prior to the move date. These terms are indicated our contract:
  
  Furthermore, we have performed packing, pick up, and redelivery services and are entitled to be
  paid for such.
  In conclusion: International Sea & Air Shipping made every effort to find a resolution with the customer and is entitled to keeping the deposit.
  
  
  

  Customer Answer

  Date: 03/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Looks good on paper but in reality that is NOT what has happened!

  When the shippers arrived, they Did NOT have any adequate packing supplies.only silk paper and previously used boxes!

  They were informed that the truck was too small but the packers never spoke or called their boss.  So they packed, very unprofessionally and left the house.   After they left I was contacted by yet another person that I had not spoken to and she demanded $25,000!    Please refer to my previous letter to the BBB.   Then also was threatened not to speak to anyone, especially in ****** about the cost.    

  My items were held for almost a week with no contact other than one phone call from ******* stating that she would get back to mewhich she NEVER did.   ************** the shipper in ****** informed me that he would get back to me regarding my shipmentwhich he NEVER did.

  I had asked ******* several times to email me.again, that MEVER happened!

  I had to extend my stay in Europe due to the bungling antics of this company and it cost me quite a bit of money.  

  As for contacting me on the 28th of February.why wait so long?   There was no contact from these people from February 15th until the 20th..then again there was no contact from February 21st until the only email was received on February 28th.  There were no telephone calls and only one email again from yet another person that I had not had contact with.  They make it sound like there was silence on my part.not true at all, again, I have witnesses.

   

  I have witnesses stating how rude and unprofessional the people that work with this company, as well as several other complaints from previous people that had employed this companybasically ripping people off, no guarantees and broken and lost items.

  They broke their own contact when ******* stated that from the beginning I had filled out the list to be shipped wrong and that she should have helped me but did not, again I have witnesses as the telephone was on Speaker.    ************** was surprised when I phoned him on February 14th as he first told me that my shipment had gone out a few weeks prior and he was not sure who I was.   ************ had no contact with their own shipper!   The shipper did not have proper supplies to wrap or pack my breakable items or the knowledge how to packagain please see my previous correspondence   Again this part of their contract was broken before it was started.

  Their so called Deposit needs to be refunded to me as well as others, as they do not fulfill their end of the contractalso any monies due to the packers needs to be paid from that deposit money as I did not hire those packers, International Shippers did.  I would not have hired them as they do not have a very good reputation in ******.  Yes, I have reported them to an agency in ******.

  I have also reported this company to the **** as well as a few other Agencies.they need to be stopped.

  Please let me know one positive thing they have done or shown as a professional gesture to all that has happened during this very stressful time for me and my family amid relocation, divorce, cancer and sicknessthey have not helped in any way but made matters worse.

  Their response letter looks good on paper but in reality, it is not true!

  ****** ****

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ****
  
  
  
  
   
  

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired International Sea & Air Shipping for a Door to Door international move from *********, ******** to ********, ***** in July 2022. They sent me an initial estimate for $14,075 USD, which I paid promptly and took my household goods on July 26th 2022. They also said that the *** would be September 16th 2022. However, our shipment was subject of a series of irregular delays that kept it in the US until mid November. Now it's been 6 months since they took our stuff and we still don't receive our household goods. I have paid a total of $28,031USD for this whole shipment, including all sorts of extra charges -that's almost double the initial estimate- and they still want more. They came up with an additional demurrage charge in late December for $9,190USD that they say if we don't pay, we will not get our stuff. Currently our entire cargo is being held at a warehouse run by their agents ****** in ********, *****. International ********* gave a Special Instruction on their **** to HOLD SHIPMENT UNTIL Intl ********* GIVES O.K., which is the reason they argue for not delivering our goods. International ********* must eliminate the $9,190 demurrage bill plus all extra costs, and deliver my household goods immediately. In case they cannot do so, International ********* should pay for all the extra costs we have incurred in ***** for the extreme delay of the shipping, that is $3,802 USD for Custom Taxes that we paid only because the cargo arrived in ***** after the 120 day grace ****** for returning ******* citizens, plus $500 USD that Remssa is charging for having to unload the goods from the container into their storage facility, and for the small truck they will have to use in case of delivery. International ********* should pay for all the extra storage costs charged by Remssa in case we don't come to a resolution.

  

  Business Response

  Date: 02/09/2023

  International Sea & Air Shipping entered into an agreement on July 1, 2022 with the customer, ***********************, to ship a 40ft container of household goods from *********, ** to *****. 

  
  The initial estimate for $14,075 USD included: ****** services, full packing, loading into a container, trucking, ocean freight to the port of discharge, Customs clearance, and delivery to residence at destination. Attached is a copy of the shipping agreement. 
  After the customers container was loaded, it was flagged for a Customs exam. Our office notified the customer of this on September 8 (see attached). The inspection was delayed several weeks as the Customs Exam Site was at capacity and could not bring the container to their yard. The customer was notified of this as well (see attached). 

  
  On November 16, the customer was provided with a breakdown of the Customs exam-related charges and was advised: There will be additional charges for demurrage/per diem which cannot be confirmed until after vessel sails. (see attached)
  After the container departed the U.S, we received an invoice from the shipping line ONE for $9,190.00 USD for demurrage charges (see attached). Per the terms of our contract, the following charges are not included:
  THE PRICE DOES NOT INCLUDE:
  1. Port Charges/ Custom Duties/ Taxes If Applicable/ Custom Inspection/ Fumigation/ Quarantine/ Storage and Demurrage charges
  2. Charges resulting from long distance carry, shuttle service, excessive time spent and labor disassembling / or reassembling, complicated accesses, Higher floors walk up and walk down. Parking permit If required

  3. Special crating Unless specified above

  
  We advised the customer that we would try and negotiate these charges with the shipping line, but, ultimately, they are out of our control and we cannot dictate what the shipping line will decide. 

  In conclusion: International Sea & Air Shipping apologizes for any inconvenience to the client resulting from the Customs inspection in the U.S. however these matters are not within our jurisdiction. 

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These people are criminals, I entered into an agreement with them in good faith. Over HALF of our goods were stolen and broken. Artwork never arrived, boxes were rifled through, opened and the tape cut off of them. Items have been rearranged and put into other boxes. There are shipping containers we never bought that they used to try and hid their misdeeds. This was our life and these items are irreplaceable, literally half of our goods are gone or broken beyond repair. Water damage, items were taken out of the shipping bin, dropped and then rearranged in different containers. We were meticulous about this, we provided them (as requested) with a list and spread sheet with all the boxes labeled and numbered with the contents on the label. This is wrong beyond belief, how can you give these charlatans such a high rating. They increased the fee at the last minute and still did not deliver our goods in any kind of useable condition. I have attached our bill but I have far more documentation.

  

  Business Response

  Date: 10/25/2022

  The terms of the shipping agreement were self pack (see attached) In these type of service the customer is responsible for all the packing. The agreement also stated the followings: 

  The company is not responsible for Owner Packed Goods unless directly caused by fire, stranding, sinking or collision of the vessel or collision or overturn of transporting land conveyance. Also excluding claims for missing items of owner packed cartons or packages unless an itemized valued list of contents of each carton or package is supplied by the owner prior to commencement of transit.

  We had a meeting with the crew who loaded the shipment, they said that all the boxes were Packed By Owner. They did not remove any lids from the boxes they just re-taped some of them, they also mentioned that the customer had a very bad labeling system with double numbers, missing numbers etc. We have checked the storage unit and nothing was left behind.

  Attached here with is the inventory list signed by the customer at the destination and there is no notation of anything missing.  

  
  

  Customer Answer

  Date: 10/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This is absolute nonsense, there are dozens of items missing/Broken and put in completely different containers. Along with the tape being cut and contents not matching our labels.  There are multiple containers that are completely destroyed. There are two containers that do not even belong to us, they do not have our labels and do not match the 200 yellow tough containers we bought from *********** There are containers missing/stolen along with goods that are broken but the rest of the items inside are perfectly fine. All of our boxes were labeled and correlated to our spread sheet with the contents listed inside. To top it off we loaded 295 boxes to be shipped and 305 boxes were delivered, so how does that work? This is obvious theft and fraud.  
  i have pictures and the destroyed containers in my possession. There are footprints clearly visible on some of the destroyed containers along with goods that do not match the labels.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  

  Business Response

  Date: 10/28/2022

  As previously stated the packing for this move was not done by the company but the customer himself and we cannot take any responsibility for any damaged Items. The accusation of theft are ridicules and are not based on any facts.

  We have search our warehouse and nothing was left behind.  

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have hired ****************************" end of 2021 to move my personal household goods to from *********** (**) to ***** (**********) as I was relocating from ** to my birth ******************. I have paid in full for "Door to ***** ******* to move my personal household goods with a 20 x 20 cargo Container.They picked up my good first week of march 2022 and according to them I will have my consignment by first week of June. When I signed my contract, they assure me (*** **** - Sales manger for International moving) that this is door to door ******* and only other expenses I will have is ********** port fees and Custom taxes determined by ********** custom once my cargo reach to ********** port in **********.But ever since they picked up my household goods from my house, there has nothing but harassments about when my cargo will reach to ********** and also they started to charge me many additional fees which was never mentioned before they picked my goods from my house. After first week of June 2022 since my Cargo still didn't show up in ********** port in **********, I have sent several emails to *** ****, ******* (Export Coordinator) and *********************** (General Manager), they mentioned that my Cargo now sitting in *********. I asked them why my cargo sitting in ********* (which they never mentioned on the contract) they never gave me a answer and they told me that now I have to sign more papers and agree to pay additional shipping cost to bring my cargo from ********* to ********** port in **********. After many more emails they simple told me that if you don't pay this additional fee my cargo will sit in *********. I had no choice but to sign before they agree to ship my cargo from *********.They also made me pay another invoice for the agent they hire in ********** to move my good from ********** port to my ***** residence.They have kept my cargo as hostage and keep demanding that I pay the additional cost or I will not get my stuff.

  

  Business Response

  Date: 10/19/2022

  We have enter Into an agreement (see attached) to ship the customer goods from ******* to **********. We have Informed the customer verbally and in writing that since the global supply chain crises a disruption and delays may occur. See below: 

  COVID-19 Update Regarding Container Shipping:
  The COVID-19 pandemic has considerably disrupted the supply chain of containers, resulting in severe port congestion and limited vessel availability. The moving industry is faced with unprecedented challenges in securing containers and booking space on ships. Due to this, there is a possibility we will need to shuttle your shipment to a secure warehouse prior to loading the container in order to accommodate ocean carrier bookings. This is subject to additional cost if applicable such as ocean freight increases, shuttle service, and storage charges.
  Furthermore this estimate is based on the prevailing rates then in effect by the ocean carrier. Due to limited availability of containers and fluctuating vessel schedules, any increase thereafter as assessed by the ocean carrier will be added to the price.

  Following the packing and loading we have send the customer the Invoice which as per terms of the agreement. (See attached) 

  We have then book the container with the shipping line to be discharged at the ******************, **********. (see attached) 

   The shipping has chosen to STOP their transportation at ********* when they offer us rates thru to ********** , accept our booking,  allow us to delivery Full container and load it on Vessel with a Bill of lading. For full transportation to ********** ********** port. They STOP transportation at ********* for their reason that Commodity = HHGS is prohibited.

  It took us almost two months to convince them that they are wrong and to ship the container to **********. Meanwhile storage charges accumulated in ********* approximately $3200.00 which they refuse to waive even tough it was their decision to hold the container. 

  In order to avoid any further delays we have decided to pay those charges and to get the container released. 

  As far as the charges in **********, they are for port charges which are indicated on the agreement under the price does not Includes, and the customer also acknowledge that it was informed. The services for delivery services were paid by us to our agent ********************. (see attached Invoice) 

  In conclusion we have perform our obligation under the shipping agreement 

  Customer Answer

  Date: 10/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they have not fulfill the complain yet as off 10/21/22 (***** pm CST)

  
  1. ********* fee $3200 still not paid yet.  This is causing further delays and causing extra port fees about $55 ** dollar per Day.  please have them pay asap and ask for a paid receipt.

  
  2.  Payment for their ********** agent ****** payment was made by me.  I need the refund for $1400 which I paid to **************** as international moving refuse to pay and mentioned that if I don't pay my consignment will still in ********** port.  I have attached the copy of my payment made to *************************** wife (***********************************).  I have sent them email and got no reply.  Please have them refund the payment back to me.
  
  Sincerely, 
  
  **** *****  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****
  
  
  
   
  

  

  Business Response

  Date: 10/24/2022

  The customer is very much aware that we are waiting for payment Instructions from the shipping line as he is copied in all of the email exchanges. 

  We have wired today $3550.00 to the shipping line to Includes extra storage charges up to date (see attached) 

  Again the Invoice customer received from our agent (see attached) is for port charges, custom Inspection, custom duties and taxes, and stair carry which are all does not include in our services: 

  THE PRICE DOES NOT INCLUDE:
  1. Port charges/ Custom Duties/ Taxes If Applicable/ Custom Inspection/ Fumigation/ Quarantine/ Storage and Demurrage charges
  2. Charges resulting from long distance carry, shuttle service, excessive time spent and labor disassembling / or reassembling, complicated accesses, Higher floors walk up and walk down. Parking permit If required

  Customer Answer

  Date: 10/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved fully yet

  [Your Answer Here]

  They did pay $3500 to ONE, but still there are $210 detention fee till the cargo can be released from the Port on 10/30/2020   Please have them send that additional detention charges so I can get my cargo.

  About the ********** agent charges, that invoice was not for Port charges and Custom duties as I just paid them yesterday and I have receipts to prove that. In addition to that invoice, ******* is charging additional $500 which also I am paying.  So again - I am not happy that at the end they keep piling up additional fees those were not in the contract and  suppose to be covered by DOOR to DOOR company.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:07/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec. 30, 2021 this shipping company drove their large box truck onto my property causing damage. They were supposed to be delivering at a different address but mistakenly came to me. We live in a rural setting so this truck skid down driveway and barreled across the lawn. Since we weren't home when this occurred when we saw this huge truck before we approached our driveway we called the *** police since we did not know what this truck was doing there.We have an Incident number and the name of the State Trooper who took the report.I contacted ***********************, Operations Director, who assured me that the company would pay for damages,I explained that I would have to wait until spring to get a quote for repair of damages and he said that was OK.I have forwarded the quote and several emails over the past 2 months. Although I was was promised that a check would be in the mail, I have not received promised check of $780.00.

  

  Business Response

  Date: 07/08/2022

  We have acknowledge the consumer's complaint and needed to verify the amount.

  A check was mailed today July 28, 2022 in the amount of  $767.88