ComplaintsforMatson Navigation Co., Inc.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/6/2024 ********************* picked up ram promaster city van 2017 from matson oahu booking number ******* Please know that I discovered a broken Left back door hinge after receiving my vehicle from Matson Oahu ******; this left door hinge was fully operable before and on the day of delivery to Matson ********** ********** to be shipped to ******.I used the fully operable door ********* that was intact and not broken as I opened both the back doors to fully clean the cargo area in the back of the vehicle, I then inspected the entire vehicle and again utilized the back doors and the ********* was fully operable on the same morning as drop off to ********** **********.The back doors have stickers on them at the hinges and perhaps the worker(s) did not follow direction and the door hinge consequently broke? surely they must have known when this occurred? again the back doors were fully operable and intact on the day of delivery to matson. I have attached/sent pictures of the broken left door hinge and operable Right door to show how it should appear; the left door hinge function is now broken so the door will not stay open properly and it will fly all the way open and or all the way shut without the door hinge stop that has been broken.Please know i use this van loading and unloading and surely the back door were intact snd operable- i am now having to ise a bungee and a plastic stop till i can get this fixed-I desire matson reimbursement for repair or matson repair the door. I am only looking to have an operable door stop hinge. *********************

  

  Business response

  03/08/2024

  Thank you for your inquiry.  We have researched this shipment and have found at at the time this vehicle was picked up in ********, there were no damages notated.  Matson allows 3 calendar days to report any kind of concealed or non-apparent damages from the date of pick up, February 6, 2024.  Prior to this inquiry received on February 29, 2024, Matson did not receive any notice of concealed damages within the 3 calendar days allowed.  Unfortunately, we are unable to accept liability for these damages at this time.  We apologize that we could not be of further assistance. 

  Customer response

  03/12/2024

   
  Complaint: 21350541
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  
  Kindly,Matson and BBB thank you for response and assistance; please know that I:
  
  I picked up my vehicle on 2/6/2024 Feb sixth, 2024
  
  I called matson on Feb 6th to try to inform of damage
  I called matson on Feb 7th and female representative advised steps to notify claims via email and advised that I cant call claims directly and that I must send an email
  
  On Feb 7th I sent the email informing matson claims of the damage to left back door hinge/stay and included 2 pictures
  2/7 The matson female rep informed that she would also send an email to claims to assist in follow up and she assured me that claims will respond.

  between 2/6 and up to 2/27/2024 I made consequent email follow *** and phone calls. please note:

  On 2/22 I made a call to matson and reached **** who also said he would send an email to claims to help with follow up and reassured me that claims would respond

  On 2/26 I sent a message to matson again informing of previous damage from Feb 6th; and emailed to followup and ****** from matson responded advising to reach out to claims again;  I also sent request to the BBB.

  on 2/27 **** of matson emailed me advising to wait and that claims will respond.
  
  most respectfully, I have included screen shots of emails, phone log calls to matson feb 6 and feb 7th (matsonHIoption3.immediately)-at the time of these phone calls and consequent calls I was informed by the representatives that they would also send emails to claims.

  I have included the below and attachments, the picture of broken ********* and operating Right door showing the way the hinge/stay should be,

  also the following below is original email communication to show I notified matson claims via email on Feb 7th, 2024-(please also see screen shot attachment)
  booking ******* broken left back door *************************** 2017 promaster
  Inbox
  
  ***************;<********************> Feb 7, 2024, 9:10?AM
  
  
  to me, claimshawaii
  
  "2/6/2024 ********************* picked up ram promaster city van 2017 from matson oahu
  booking number *******
  
  Please know that I discovered a broken Left back door hinge after receiving my vehicle from Matson Oahu ******; this left door hinge was fully operable before and on the day of delivery to Matson ********** ********** to be shipped to ******.
  
  I used the fully operable door ********* that was intact and not broken as I opened both the back doors to  fully clean the cargo area in the back of the vehicle, I then inspected the entire vehicle and again utilized the back doors and the ********* was fully operable on the same morning as drop off to ********** **********. ..."
  
  
  Please assist with getting this door hinge stay fixed. Sincerely *********************

  

  Business response

  03/27/2024

  We have searched our files and do not show that any email notification to the claims department was received on February 7.  However, in reviewing the photos provided, it appears that the door extending hinge is not attached.  We do not do any kind of mechanical inspection of any of the doors of the vehicles we ship.  We unfortunately have no way of knowing the door functionality of the vehicles we ship and therefore cannot accept liability for this claim.  

  Customer response

  03/31/2024

   
  Complaint: 21350541
  
  I am rejecting this response because: I did send the email as directed and it was delivered to matson timely and appropriately. the door was fully functional when i dropped it off at matson. Matson used the door to access rear cargo for inspection prior to shipping and upon receipt in home port. 

  the door hinge is "jammed and broken" (not merely "unattached as you wrote); there is a release mechanism that apparently was not used by matson staff thereby causing this hinge/stay to break. I surely was not using bungie chords and door stops and towels to keep my back door from flying open and or shut which is the function of the hinge stay which matson broke. The door was fully functional when givin to the care of matson for safe delivery to home port and me!.

  while you are indicating that you "can not accept liability" this is bad business as your employees clearly were at fault-the door was operating prior to and at time of drop off to matson which was the only factor in this incident. Matson's' non acceptance of liability in this case is again bad business by matson, especially given the amount of money cost to ship my vehicle and a process that apparently does not align for Matson employees to appropriately report damages that they caused; this results in bad business practices and a "gotcha" no recourse to the consumer using Matson. 

  
  *********************

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I shipped a new horse trailer from the dealer in ********** to ******** on Matson Navigation Co. During the shipping process, Matson personnel severely damaged the trailer by impacting it with their equipment. On picking up the trailer, no mention was made of the damage and I unfortunately left the lot before I noticed the damage. When I did notice the damage, I immediately tried to contact Matson but as it was late in the day, no one answered. The next day I filed a damage claim. When I received no acknowledgement of the filing, I went to the Matson office and demanded that the Claims agent speak with me. To support the claim, I provided Matson with a letter from the dealer stating that the damage was not repairable without returning the trailer to the factory in ********, as well as the bill of sale. After 3 weeks of no response from Matson, I found a customer service agent who was willing to help me, and she made contact with the Claims agent. The Claims agent responded that Matson was assuming no responsibility as I left the yard without reporting the damage. I have requested that Matson show me pictures of the equipment they use to load trailers so I can match the damages to the equipment, but they refuse to do that. As the damages they inflicted are virtually impossible to make without large equipment that does not occur outside of a commercial operation, and the damages are located over where the trailer is attached to the truck, the only way they could have occurred is during the Matson loading or unloading process. While it was a bad oversight on my part to leave the lot without a more thorough inspection, I do not feel that this is the only factor that should be considered by Matson when they state that they have no responsibility in this matter. I have photos taken immediately after I discovered the damage approximately 30 minutes after leaving the Matson yard, which is not enough time to have caused these damages by other means.

  

  Business response

  08/08/2023

  We have thoroughly reviewed this claim and unfortunately, stands by our declination.  This trailer was picked up from the ******** port on July 3, 2023 with no damages noted at the time of pick up.  Damages notification was not made to Matson until July 5, 2023.  Matson allows 3 calendar days after the pick up of cargo to notate any kind of concealed or non-apparent damages.  As these damages were apparent, they should have been noted prior to leaving the terminal.  Matson unfortunately does not have any control of cargo once is leaves our possession.  I apologize that we could not be of further assistance. 

  Customer response

  08/08/2023

   
  Complaint: 20395545
  
  I am rejecting this response because: Matson's response was: "This trailer was picked up from the ******** port on July 3, 2023 with no damages noted at the time of pick up.  Damages notification was not
  made to Matson until July 5, 2023.  Matson allows 3 calendar days after the pick up of cargo to notate any kind of concealed or non-apparent damages." July 3 to July 5 is only two days. Therefore the notification of damages was within the time that Matson allows for noting damages. Matson also did not follow up on showing dimensions of their fork-lift that was used to move the trailer which matched exactly the dimensions of the damaged areas. Matson should still accept responsibility for damages.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  February 9th 2023 I paid matson to ship a car. I flew from ******* to ******** to take it to Matson docks. Once there they refused to ship the car because it was inoperable. They have refused to refund me, today later, they are claiming they need a letter from AMEX stating why I closed the card they charged. I spoke to AMEX they can't do anything. Matson dragged this out, they stalled and stalled and stalled, to get past the 60days. While they stalled the card was stolen and now they won't refund me because the original card is closed, They demand a letter from AMEX which they know they cannot get so I am out $970.00 I have emails and screen shots of everything. Email address is my business, this was a personal purchase not a company.

  

  Business response

  06/29/2023

  A full refund was completed on June 27, 2023.Matson has been working with the customer to process his refund in the amount of $970.00 however due to the cancellation of the credit card that was originally used for payment, Matson requested that a letter be provided by the banking agency stating that the card was cancelled in order for Matson to issue a refund check. The refund process was initiated with Matson on May 10, 2023 however it was not until June 6, 2023 that Matson received notification that the refund could not be completed due to the original card being cancelled.Matson made several request for the credit card cancellation letter from the customer and have been unsuccessful in receiving it. In order to assist the customer with processing his refund, ********************* Accounting team was able to locate his original payment information and worked his credit card company to have the refund processed through his original form of payment.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: March 2, 2023 Amount paid: $10,417.58 Service provided: Shipping a brand new 3 Horse Aluminum Trailer from ******, Washingtion to ****, ****** ports.Dispute: Upon arrival/pick up @ **** port, we did an inspection of the trailer and found a "spray of rust" and excessive salt water overspray that caused severe oxidation to the aluminum. Matson employee filled out a report with a brief description of the damages to the trailer and advised ** to obtain (2) estimates for repair to comply with Matson ************ reimbursement requirements. At that time we were confident that Matson would take responsibility to pay for the repair of the trailer. So we obtained (2) estimates from auto detail professionals- both recommended the repair be done ASAP. DAMAGES WERE TIME SENSITIVE and required a chemical wash. **************** recognized the urgency for repair and accepted the trailer on March 6th, the same day we picked it up from the port.We paid out of pocket $2,600 to have this done.We submitted our claim to Matson, providing them with: Matson Employee documentation describing the damage, photos of the damage and proof of payment to have the trailer restored by ****************. This was a brand new trailer from a dealership in ******. Matson rejected paying for the damages, claiming it was simply surface "fallout". Which is incorrect, as surface fall out would not require a professional chemical wash procedure. The spray of rust on the sides and roof of the trailer had to have come from another source on the barge during shipping, as aluminum does not rust!We were also told by Matson's **** employee that the trailer was transferred to ************** **** barge on the route from from ******** to ****. He apologized that they have had several complaints from customers receiving damaged cargo.We would like Matson to take responsibility for the restoration done by CCH.Matson's Bkg#******* Thank you in advance for any help!

  

  Business response

  06/16/2023

  Thank you for your inquiry.  We have reviewed your claim file and unfortunately stand by our decision.  Per our terms and conditions of shipment, we do not guarantee stowage on our vessels.  All shipments are exposed to the elements in transit with **, which includes exposure to rain and salt water.  Matson cannot accept any liability for damages that *** occur to your cargo while it is exposed to these elements.  We sincerely apologize for the inconvenience.  

  Customer response

  06/19/2023

   
  Complaint: 20132655
  
  I am rejecting this response because:
  

  Thank you for reaching out to Matson Navigation in an attempt to have some resolution to our claim.
  We have decided to pursue legal action.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Thursday May 4th at around 4 p.m as I was driving home from work I saw a Matson driver not letting cars pass him by swerving just enough when the one way road on ********** and Wood Rd split into two. He slowed down after the road merge to one way again. Then when I was going to get the 215 South he almost hit my car when again he wasn't letting cars pass him, even though he was going straight and not getting the freeway. I hope that driver changes the way he drives before he causes an accident or hits someone.

  

  Business response

  05/15/2023

  Thank you for notifying us of this incident.  Once a container leaves Matson's facility, it becomes the responsibility of the trucker hauling it.  We appreciate you providing the container number for our reference.  We have reached out to the trucker that was responsible for this container and have provided feedback to their superiors.  Thank you again.

  Customer response

  05/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint has to do with the business systems practices at Matson. Their tracking system online is absolutely in accurate almost all of the time throughout my process. My car was supposed to arrive on September 3. It is now September 16, and Matson truly cant tell me when my car will arrive, and they continue to put the responsibility on their partner young brothers. When I call ***** brothers, ***** brothers also does not have any ETA on when my car will arrive. This is absolutely unacceptable treatment as a consumer. There is no reason why Matson cant have more accurate systems, and have employees that actually know what is going on. when I read through all of these complaints, I see that this is a common problem. So, all of these customers are complaining yet Matson has not done anything to improve this treatment. It is frustrating to know that there is no recourse for the consumer.

  

  Business response

  09/20/2022

  We apologize for the difficulties that the customer has had with this shipment.  We have advised the customer that their vehicle is available for pick up today.  Thank you.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Matson was contracted to ship my vehicle from the mainland to the island of ******. My vehicle was damaged. I filed a claim and have yet to recieved notification on if Matson will approve or deny my claim. According to their website it typically takes 3-4 weeks to come to a decision. It has been 7 weeks since I filed my claim. I have attempted to reach out to the company via telephone, in person, and email with no response. 30 June 2022: Picked up the vehicle and annotated damages to start my claim. 9 July 2022: Estimate to repair damages was submitted to Matson (*****************************) in the claims department. Estimate was completed at the collision shop designated by Matson, they also submitted the estimate to Matson.29 July 2022: After requesting an update on my claim, Matson (******) stated she was unaware of this particular claim because it was submitted with my second vehicle that was also damaged during shipment. 29 July 2022: I emailed the damage form I recieved from Matson with damages annotated along with the estimates to Matson (******).I have not recieved any updates or any other form of contact from anyone at Matson. I have physically visited the business, called multiple numbers, and sent multiple emails with no response/resolution.At this point I am unaware of what is required to close this case/claim with Matson.The last contact I made was via email and telephone on 15 August 2022. I emailed the claims email address and recieved no response. I also called and spoke with someone in customer service, but I have not recieved a call back.

  

  Business response

  08/31/2022

  We have reached out the customer and have settled claim directly with them.  Thank you,

  Customer response

  09/08/2022

  The service you provided applied enough pressure to push the company to settle the matter and not ignore it. I appreciate everything, ***** 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Matson's tracker said my car should arrive June 18. Then when I arrived in ********** it said the 28th. In the midst of this I was calling daily and they put me off each day. **************** was uncaring. I flew from ****** to ********** to get my car to drive to my new job based on their estimation on their tracker for the 18th that stayed on that date for many days. On the third day of trying to get answers, the 27th, customer service told me my car is on a different barge and it could be up to 2 more weeks. To try to make it to my job based on their calculations, I had to finance a new car to drive to *****. **************** did nothing to care about their misleading updates. In the email screenshot response they said the 27th would be the latest. Then they informed me of the backed up second boat my car was on.As a result and in a panic, to get to my new job I had to finance a new car and spend an extra $2,200 to ship my car across the country. Matson has cost me thousands and thousands, and I expect reimbursement. They misled, didn't provide clear information, and caused an incredible amount of stress and financial hardship.

  

  Business response

  07/29/2022

  We have researched your shipment and apologize that you had such difficulties.  In reviewing our email logs, we show that we notified the noted Shipper/Consignee of the shipment on 6/29/22 that the vehicle was available for pick up and then notified them again that the vehicle was ready for pick up on 6/30/22.  As the Shipper/Consignee of the shipment, they are responsible to notify their customers of vehicle availability.  Thank you for your inquiry.

  Customer response

  07/29/2022

   
  Complaint: 17598183
  
  I am rejecting this response because:

  The problem was not with the consignee. The problem was with Matson's lack of transparency about the status of my car, which first said it would be available weeks before, their lack of clarity when I would follow up, and that my car was on a second shipment. The email I received said the 27th the latest. When I called in the 22nd the customer service rep it could still be weeks. So I ended up spending money to buy a new car, and paid an extra ****** to get my car to me and still make it to my new job after Matson first said it would be due on about the 18th. The problem is Matson's practices, customer service, and hardship their communications, and lack thereof, had on my finances and move. I need to be compensated for the shipment of my car to ***** as well as the shipment of my car over the ocean because of their lack of concern or help.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to inform you of the diabolical and inappropriate business practices of Matson. I used Matson to ship two vehicles from **** to **********, CA. The cost of shipping was $2708.44 per vehicle. The cars were shipped on 4/13/22. Estimated pick up date of 5/5/22. During this time, and without our vehicles, my family is renting a vehicle, at an add'l cost of $2902.01. On 5/2/22 we received notification from Matson that our vehicles had been selected for VACIS Exam by customs, and additional fee would need to be paid to Matson at $300, which I paid. On 5/4/22 I emailed Matson and requested for confirmation that vehicles would be ready for pick up, no response. On 5/5/22 I called Matson, and their rep called the port and confirmed with me that the vehicles were ready for pick up & also told me that 5/5 was the last day the car could stay at the port, otherwise we would be charged for storage. Shortly after, I received email confirmation that the vehicles were ready for pick up and that 5/5 is the last day for pick up and would be subject to charge as stated previously. After confirming, we sent two authorized persons on a non-refundable flight, which cost $384, plus associated costs (hotel, rentals). On their flight to LA, I received another email from Matson stating that the vehicles were not, in fact, ready for pick up due to a customs issue and there was nothing they could do. Speaking to them over the phone, we were stunned and flabbergasted at the dire lack of communication. In fact the the two people we sent on our behalf who showed up to Matson's office were turned away, treated rudely, and were told to wait outside on the sidewalk for their taxi. There was a catastrophic breakdown in communication which cost thousands of dollars and is wholly unacceptable and Matson's responsibility. These costs could have been avoided if Matson provided reasonable customer support and treatment. ********************* business practices are diabolical and need to be rectified.

  

  Business response

  05/11/2022

  We have been in touch with the customer and have fully resolved their concerns.  Thank you!

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I shipped my **** *** **** Tii with Matsons and arrived to pick the vehicle up at 8:00 AM 31 JAN 2022 and was told the vehicle would not start because of an issue with the key. I was called back to inspect and attempt to start the vehicle myself only to discover that the key had been damaged and was bent and that the actual cylinder/tumbler was also significantly damaged. I was unable to start the vehicle. There were no reported issues when loading or unloading the vehicle and it appears that an ignorant tech either mistakenly or purposely destroyed the starting cylinder by inserting the key the wrong way and continuously jamming it until it was permanently damaged. This assertion was confirmed by the *** dealership here in ******** and the parts for replacement (61-31-2-682-120 and 32-32-1-108-998) are no longer available (with the former part listed at a price of $515.34 but no longer available according to ***) due to the age of the vehicle. I am now without a drivable vehicle and due to this have been forced to rent a car for an additional week at a cost of nearly $700 to myself. This company has irreparably damaged a rare and classic vehicle and I am seeking a full refund plus repair costs to fix the situation. The tech should be retrained or fired. Matson's has shipped the vehicle at cost to them to the nearest *** facility and a claims process has been initiated. Receipts for claims are difficult to require as the potential repair for the solution is unorthodox requiring a rebuild of the entire assembly in mainland ************* according to multiple manufacturers and resources for the vehicle. I will now have to personally overnight the parts to a facility for a potential rebuild which may or may not work. Email correspondence with resources and quotes from a *** tech are available via text upon request. No aftermarket solution exists.

  

  Business response

  02/03/2022

  We are in touch with the customer to address his concerns and have provide further guidance on the next steps.

*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. ↩