ComplaintsforPasha Hawaii

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Pasha Hawaii regarding the mishandling of my car shipment with booking number ****** from ******* to ********, as well as their failure to provide promised reimbursement for rental car expenses incurred due to their error.I entrusted Pasha Hawaii with the shipment of my vehicle, with the original estimated port arrival date set for 1/2/2024. Despite receiving the bill of lading confirming that the car was loaded onto the ship on 12/28, Pasha Hawaii failed to deliver the car as promised, causing significant inconvenience and financial loss. Between 12/28 and 1/1, all online status checks indicated that the car was to be delivered on time. On 1/2, I discovered the car was scheduled for the next voyage, resulting in a delay of 15 days. This sudden change in schedule, without any notification or explanation from Pasha Hawaii, added to the frustration and inconvenience of the situation.Throughout this ordeal, I have made multiple attempts to address the situation with Pasha Hawaii, including reaching out to management-level representatives ****** and ********. ********, in particular, assured me on several occasions that my reimbursement request had been approved and that I could proceed with renting a car, submitting the receipt for reimbursement. However, despite ********'s assurances, after renting the car and attempting to follow up with Pasha Hawaii multiple times over the course of one month, I have yet to receive any communication regarding reimbursement details. This lack of follow-through is deeply concerning and reflects poorly on Pasha Hawaii's commitment to customer satisfaction and integrity.I request that the BBB intervene in this matter and ensure that Pasha Hawaii fulfills their obligation to reimburse the rental car expenses incurred due to their error.

  Business response

  03/05/2024

  Pasha goes to great lengths to attempt to deliver at the estimated time provided at the time of booking.  Unforeseen circumstances can contribute to delivery delays or even being early in delivery, and many of those circumstances are beyond Pasha's control.  To that end, our Terms and Conditions in the Bill of Lading have the following clause:

  Section 11.  Schedule; Delay - "... Scheduled or advertised departure and arrival times are only expected times and may be advanced or delayed if carrier or any connected carrier shall find it necessary, prudent or convenient.  Carrier shall not be liable for any loss or damages whatsoever, including but not limited to, incidental, special and/or consequential damages (even if Carrier is advised of the possibility of same), due in whole or in part to any delay in the scheduled departures or arrivals of the Vessel or other conveyances transporting the Goods.".

  The Pasha Group does want to work with this customer for a better experience despite the clause above.  We agreed to cover the cost of the customer's car rental from January 10 until his vehicle arrived on January 18.  Our request to cover that cost was for the customer to provide us with his receipt and the method of payment he would prefer.  We received that information on Friday, February 23 and began processing a refund on Tuesday, February 27.  We have received confirmation the direct deposit into this customer's account will be processed on Wednesday, March 6 and should be in his account by Friday, March 8.  We have agreed with the customer to connect on Friday, March 8 to ensure the deposit has been successfully completed.

  Customer response

  03/10/2024

   
  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

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I shipped my car to ********** and Pasha lost it for a while. They were supposed to reimburse me $400, but never paid me. See the attached letter from Pasha. I have left several messages with them but they do not respond.My girlfriend and I now live in ******* at:******************************************************************************* I used my Mom's email because the BBB system would not accept my email *********************** My girlfriend is expecting so any help would be appreciated. Thank you in advance

  Business response

  11/28/2023

  I personally spoke to ******************** and expressed our regret at the delay that he has faced in obtaining resolution.  Fortunately, the situation has been rectified and ******************** will be in possession of the check covering his refund in a matter of days.  He has the check number and the address to which it was sent and I have marked a time on my calendar to reach out to him next week to confirm receipt of the funds.  He also took my contact information and is aware that he can reach out to me on this matter at any time.

  We are completing an operational review to determine how this delay came to be and how to mitigate the chances of recurrence.  We anticipate having new processes and checks and balances in place very soon to prevent this from happening in the future.  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  scheduled transport of vehicle to Hawaii . Cancelled shortly after. Have been waiting for refund. Since 8/16have been told ***** days for refund. I call weekly and am told it will be resolved in 24 hrs or it will be given to supervisor and should be handled shortly.I have been calling every week and no resolution . Just false promises that never hapoen

  Business response

  09/21/2023

  Unfortunately Pasha lost sight of your refund request which resulted in this not being processed timely.We are working internally to improve and streamline this process to be more efficient and timely going forward for all customers. We apologize for the time it has taken to issue the refund but it has since been processed included the $75 cancellation fee. You will be receiving a full refund back on you card to be received in just a few day. 

  Business response

  09/21/2023

  In regards to complaint ID ******** can you please withdraw our response as we investigate further into this situation?

• Initial Complaint

  08/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  absolute worst car shipping company in the world. I went on their website and ordered service from **** Hawaii to ********* *****. On the website stated when I ordered it said it would be at my destination on the 26th of July. My truck is still not at the destination and it the 7th of August. I just got off the phone with them and my truck has been sitting in ********* for 2 weeks. It has not been shipped it has not been put on a truck it has not done anything. Their excuses are as follows, we are short on trucks and trucking companies so your truck is being delayed. Oh well you should have searched the website and found our schedule and then search through the schedule to find that it's actually not scheduled to be there until the 11th of August to the 15th of August. That seems odd because on my receipt it says it should be there on the 26th of July. So it's my fault for not searching their website to find some information that is hard to find. The company Purposely misrepresents the time it will take for your vehicle to arrive at the location paid for. This company does shady dealings and leaves people without their vehicles for weeks without any compensation. I want my money back and I want them to pay me for the time that my truck has been sitting around.

  Business response

  09/18/2023

  When a customer ships a vehicle through **********************, we list the scheduled vessel departure and arrival dates, and the estimated vehicle delivery dates on our website.
  
  In this case the customer saw the scheduled vessel arrival date in ********* on July 26th on Pasha Hawaiis website and assumed that it was also the estimated vehicle delivery date for his vehicle in ********* *****. If the customer had reviewed *********************** website more carefully he would have seen that the vehicle was actually scheduled to arrive in ********* ***** between August 11 and 17. The customer picked up their vehicle in ********* ***** on August 10.
  
  Pasha Hawaii does take all customer complaints seriously. We intend to review the Pasha Hawaii website to see if we need to more clearly communicate the difference between vessel arrival dates and vehicle pick-up/delivery dates.

  Customer response

  09/18/2023

   
  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 as long as your company actually does what is stated. I guess we'll see. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the time of shipping (vehicle drop-off) with Pasha Hawaii I was given a pick up date of July 18th. I booked with this company because I needed my car to reach our new home in a timely manner to accommodate new jobs beginning and affordability of renting a car short term. Vehicle reached the ********* port on July 12th and then has sat in port since then. No one can tell me when my car will arrive in Washington and this is unacceptable. Its now August 2nd and Im still waiting to get an ETA. There are no plans as to when a truck will get my vehicle to me. I paid good money for my car to be shipped and now have to pay for a rental until I receive my car. Im ready to fly down to ********* to pick it up and drive it to Washington myself.

  Business response

  09/12/2023

  Thank you for bringing this concern to our attention. Please note customer ******************* picked up the car on August 9th; however,we would like to provide a recap of what transpired.
  
  In general, and at time of booking with Pasha, all customers are advised we do not guarantee dates. This is due to unknown operational delays that can occur during the transportation journey.
  On June 5th, when customer Ney placed an online booking with us, our website advised These dates are based on estimated availability. This is also noted on our booking confirmation which customer *** would have received via email. Although we do provide some estimated dates,we do not provide estimated final delivery/availability dates. In many cases, such as customer Neys, there is trucking involved from the port to the final destination, and given the widespread issues with trucking, it is common for dates to change. Customer Neys vehicle arrived at the port of ******* on July 11th and was dispatched to a trucking company same day.Unfortunately, the trucking company was unable to pick up the vehicle until Aug 2nd. We did advise customer Ney on July 26th that the estimated arrival to ********** (final destination) was between July 28th and August 3rd, based on information provided at that time by the trucking company. The final delivery occurred on August 9th.
  
  We understand customer **** frustration with the delay in receiving the car. We, too, are working consistently with our trucking community to ensure our customers receive a better experience.

  Our sincerest apologies for the delay and we will reach out to customer Ney to convey the same.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $2,772 to Pasha Hawaii to transport my vehicle from ********* ** to ******* Maui. I dropped off my car to Pasha on April 17, 2023 and I was told it should arrive in ******* on April 28. My car kept being delayed for unknown reason and it did not arrive until May 19. When I arrived at ******* harbor to retrieve my vehicle, my car could not be started because my timing belt was broken and the gear shifter was manipulated with and broken as well and could not be shifted to Neutral. Pasha Hawaii told me that it was my responsibility to hire a tow truck and take my car to the repair shop. I ended up paying out of pocket for tow truck and all repairs. I submitted a claim with Pasha in hopes to be reimbursed for the damages that were done to my car due to their negligence while my car was in their possession. After many attempts to reconcile this with Pasha Hawaii, they denied my claim and said they are not liable for ANY mechanical damages as per their contract. I drove my car from ********, ** to ********* ** (10+ hrs) and my car was in perfect running condition when I dropped it off with Pasha Hawaii. They performed inspection of my car and drove it to the parking garage inside their facility. The belt was intact and gear shifter was shifting and there were no issues during my drop off. In addition, my car has been serviced and maintained per manufacturer's recommendations. Throughout this entire ordeal, I received poor customer service and was promised a discount for the 3-week delay in shipping which never happened. I feel that Pasha Hawaii abuses their power against their customers as this is a monopoly business. My booking # RN168468

  Business response

  07/11/2023

  Pasha understands Claimants concerns over the mechanical issues with her vehicle and have conducted a thorough investigation which we have communicated to her several times. Her vehicle is a **** ********** Outlander with ******* miles with evidence of normal external wear and tear [See Inspection].  The Pasha shipping agreement sets forth requirements for transporting vehicles and the elements for which we will be responsible.  We expect the vehicle to be tendered in sound mechanical condition and able to be operated for the short distance it must be driven for loading on and off various conveyances.  Pasha does not inspect nor are we responsible for mechanical issues or interior damage [See signed booking agreement].  In this instance, the timing belt failed.  This is an internal component of the engine [See example picture] which is run off of the crankshaft and controls the operation of the valves.  It is a wear item and if not replaced it can, and does, fail.  This is not a readily accessible component and is controlled by the engine control module. The operation of the vehicle, especially for the short duration needed to load and unload the vehicle would not affect the belts condition.  It is unfortunate it failed at this particular time.  Our driver noted the unit was running rough but not to the degree it could not be transported.  On arrival at destination, the unit was found unable to start (we now assume it was due to this condition) and manually removed from the vessel for towing.  The stuck gear shifter is most likely related to the seized engine as a result of the failed timing belt.  As per the signed booking agreement Pasha does not inspect or assume liability for interior damage and thus would not have noted the condition of the components of the shifter on receipt.  The plastic piece [Picture provided] is internal to the gear shifter looks to have chipped at some time.   As this is an 18 year old car some wear and tear is expected.

  Customer response

  07/12/2023

   
  Complaint: 20302190
  
  I am rejecting this response because:

  As far as the gear shifter it was NOT missing the plastic cover prior to me dropping off my car in your possession. There are obvious signs that someone has manipulated with and forced the shifter because the bottom plastic cover is bent and there is also now an open gap. It was NOT like this before and don't blame everything on the age of the vehicle. I'm the sole owner of this car since it was bought brand new and it has been maintained and serviced on regular basis by a mechanic. 
  
  Can you also explain to me why my car was delayed in shipment by 3 weeks? I understand that the shipping times are an estimate and I can deal with one week delay, but 3 weeks is excessive.
  
  Sincerely,
  
  ***********************************

  Business response

  07/25/2023

  Per the signed agreement with the customer provided **************************** does not inspect for nor is it responsible for claimed interior or mechanical damages.

  We did investigate the claim for the missing plastic piece from the shifter and the internal chip to the internal plastic dust cover to determine if the local staff manipulated the shifter in any manner.
  The following is their response:

  
  "This car could not start on the ship when it got here. It had to be taken off the ship using a green plate.  Ohana housing could Not get it going so it became a pier pickup.  customer walked in this **********/**/*** and the mechanic explained that this is not a battery problem its internal engine Damage.  
  I was not on the ship that night I was working on The ground in the auto lot. According to my MO As soon they went on the ship that night they Noticed this car and it was on its own and not with The rest of the drivable autos so mechanics and MOs did the procedures to take it off the ship. The laborers had no problem putting it in neutral and rolling it on and off the plate. How the customer got the vehicle is how it came Off ship. Our Maui mechanic Says that this vehicle has a broken timing chain/belt."
  
  A green plate is a metal platform which is used to transport non-operational vehicles with a fork truck.  The mechanic noted no issue putting the car into neutral to roll it on to the plate and from there it was forked to the spot where the customer came to pick up.
  
  The limited activity our staff is engaged in is to drive the vehicles on and off conveyances.  To that extent there would be no manipulation required which would be outside of normally expected driving parameters.  Certainly nothing they are required to do would cause the plastic cover to fall off of the shifter (unless it was already loose in which case it would be found somewhere in the vehicle)and the internal shift gate dust cover cap would not be accessed other than in the normal course of operation.  Pictures provided by customer as example.  We have no receiving pictures as we do not warrant the condition or inspect internal components.
  
  As to the delay, I have spoken with **************** and they will be reaching out to the customer separately to discuss.

  Customer response

  08/08/2023

   
  Complaint: 20302190
  
  I am rejecting this response because:
  

  Once again my car was in your possession all the way from **. It has passed many hands/people before it arrived to Maui. There was absolutely nothing wrong with the gear shifter and no components were lose or broken prior to me dropping my car off. The broken timing belt and manipulation of gear shifter probably happened anywhere between transportation from ** to CA and/or loading of my car onto vessel in CA port. 

  Also when I picked up my car from Maui port, one of the dock workers told me that my shifter was stuck and could not be moved to neutral. This was also confirmed by the tow truck driver. 

  I have better things to do than to sit here and make up stories about damages done to my car especially when I know for a fact that there will be no restitution on your part. Check your track record, I'm not the only one who experienced problems with your transportation services. Instead of taking responsibility for your mistakes and finding a solution, all you do is shift the blame on to your customers. I regret for doing business with you and it's been nothing but lies, headaches and cost me great deal of money to repair my car. 

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

  Customer response

  08/16/2023

  I would like to formally withdraw my complaint and any arbitration process against Pasha Hawaii. Pasha Hawaii has reached out to me on 8/15/23 and has resolved my dispute. 

  Business response

  08/16/2023

  Thank you for administering the complaint.

  Pasha **************** called the customer and reached a resolution on her delay claim to her satisfaction.  Unfortunately, with an older, car mechanical issues do come up.  A timing belt is something which fails when it wears out.  It is generally not impacted by driving and is not accessible without some disassembly of the engine.  As to interior parts, our staff takes care to ensure we do not damage anything we use for the short time we are moving the vehicle.  If something falls off due to being loose or inadequately secured it is left in the vehicle.  We do not inspect the interior of the vehicle as we specifically call out in the signed shipping agreement.

  We understand the customers continued dissatisfaction however, we agree to disagree as the damages she is claiming for reasons previously stated.

   

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We used Pasha to ship our cars from Hawaii to ********. Upon receiving our 2016 ****** Camry in ******** on June 28th, my husband noticed the car was running incredibly loud, with smoke coming from the exhaust. He also noticed scratches on the back bumper and that it was hanging off a bit. My husband is disabled and wasnt able to look under the car, so I looked when I got home from work. The entire exhaust system was badly damaged (crushed and missing pipes, hole in muffler, etc.) but the kicker was it had all been tied together with ratchet straps. So not only had someone severely damaged the vehicle in shipping, they tried to hide the damage of the now falling off exhaust system. Our broker obtained photos from the driver who picked up the vehicle from Pasha at the port in **********, and the photos showed the damage to the rear bumper was there on pickup, meaning that Pasha had been the ones to cause the damage.We filed a claim with our car insurance and the adjuster believed the damage was likely caused by someone lifting the vehicle with a fork lift or similar implement. Pasha caused $1300 in damage to our car, and as far as we know as of this writing (approximately two months since delivery) have still not responded to our insurance claim. The damage is bad enough on its own but the fact that they ratchet strapped it together to hide what they did is just the epitome of shady and unethical business practices.

  Business response

  08/26/2022

  We are attempting to locate a claim filed by *********************** for a 2016 ****** Camry in order to provide a response.

  We cannot locate any claim from **** nor do we have a claim filed in 2022 for a ****** Camry.

  If they wish to file a claim they can use the below link...

  https://www.pashahawaii.com/tools/vehicles/file-claim

   

  Pasha requires all vehicles to be in sound mechanical and unmodified condition or they will either be rejected or require plating as an inop.

  The only way Pasha would have applied any securing device to the undercarriage is if the component failed and it was required for safe removal from the vessel.

  Once a claim is filed and we can understand the circumstances and investigate further we will be able to respond in more detail.

   

  Customer response

  08/29/2022

   
  Complaint: 17776159
  
  I am rejecting this response because:

  My insurance company has called your office to proceed with the claim and has not gotten a response.  If they continue to be unable to reach you directly they will file a separate claim through your website.  

  There was no damage to my vehicle upon drop off in ******** and it was inspected at your facility.  Photos taken by the driver who picked up the vehicle in ********** show the damage upon pick up.  The vehicle was therefore damaged while in Pasha's possession.  

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

  Business response

  09/01/2022

  We appreciate you are frustrated however we have not received any communication from your insurance company.

  If you would please file a formal claim and provide information on the shipment and the vehicle in question we will be able to fully research.

  We have begun by asking our vendors if they have had any notice of an exhaust coming loose and causing damage to the extent they needed to secure. 

  Once we have the claim we can research more detail through the *** and booking to better pinpoint when and to which shipment the damage occurred.

  Please provide the information so we may have a chance to investigate and respond properly

  Customer response

  09/08/2022

   
  Complaint: 17776159
  
  I am rejecting this response because:

  The claim that you have not received communication from my insurance company is false.  My insurance company filed the formal claim through your website (Incident RN137573 RPO-***********)on our behalf and we received communication from one of your claims adjuster as a result.  We provided information to your claims adjuster and she offered a settlement for less than half of what the damage includes. 

  My insurance also spoke with someone in your company on 8/29/22 and who told them that Pasha is "uninsured." 

  
  Sincerely,
  
  **** & *************************

  Business response

  09/21/2022

  As this appears to be a matter of miscommunication, we have investigated and have summarized below.

  8/26/2022 BBB complaint filed by ******************* (Customer)claiming exhaust damages. Customer states in ******************** complaint a claim was filed with their insurance and had not received a response from them. Pasha had no knowledge that customer was claiming damages. No claim filed or contact made with Pasha by customer or Insurance
  
  8/26/2022 Response to BBB complaint. Pasha confirmed that no claim had been made by either customer or insurance GEICO. Customer was requested to file a claim on line and provided link.
  
  8/29/20222 claim was filed online by ************************* (Customer) for ******* for damage to exhaust and rear bumper. No documentation was uploaded with claim.
  
  8/29/2022 Pasha Claim adjuster sent customer email acknowledging the claim had been received. Claim adjuster requested supporting docs (estimates and photos).  
  
  8/30/2022 Customer sent estimate from their insurance GEICO and also provided credit statement showing payment to the body shop of their $1,000 deductible.  
  
  9/1/2022 Pasha Claim adjuster called GEICO to inquire re the open claim on this. No response from GEICO.
  
  9/1/2022 Claim adjuster sent customer release for $624.57 based on the estimate received from GEICO and the body shop to repair the exhaust and rear bumper. The other items on the repair order included the Right Rear Door and Quarter Panel.  These were rejected as they were noted on the receiving documentation when the vehicle was turned into Pasha at origin (see attached origin receipt).  Customer has not responded to the release submission.
  
  9/16/2022 GEICO called claim adjuster and confirmed that they have finalized the claim submitted to them by ***** (customer) and that repairs were completed. Pasha Claim Adjuster provided their contact information and requested a subrogation packet from Geico due to the non-receipt of the release from the customer. ******************** stand ready to pay either Geico or the customer for the damage to the exhaust and bumper once the customer and GEICO have determined where the funds should be directed and who should sign the release.
  
  
  The comment that someone from Geico was informed Pasha is uninsured is incorrect.  It is difficult to determine the origin of this statement or its veracity.  Perhaps they were mistaken.  Clearly Pasha could not be in the transportation business if it was without coverage.  This is a regulatory requirement. 

  Customer response

  10/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While the communication timeline and details laid out by Pasha does not fully align with the communication history as conveyed by *****, the claim is moving forward now and I find that this resolution is satisfactory to me. I appreciate Pashas response but do hope they find a way to better communicate so that customers do not have the same experience I have had in the future.  I look forward to settling the matter through my insurance.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Car shipment booking was done through Hawaii Car Transport and shipped through Pasha Hawaii. My car was never dropped off in ********, and now it's been over a week and they still have no idea where my car is. I can't get anyone to give me an answer and have not received any compensation for them losing my car.

  Business response

  07/12/2022

  Hello ****,

  
  As you mentioned, your shipping contract is with Hawaii Car Transport, therefore any billing adjustments would have to be resolved through the broker.  Our management team has been in communication with you, as well as in communication with HCT.  Your vehicle was updated to ship on JA442W,with an estimated arrival in ******** for pick up at the end of next week. We will be in touch with you as soon as an appointment for pick up is available.  Mahalo.  

  Customer response

  07/25/2022

  Here is the booking confirmation/receipt. As Pasha Hawaii stated in their previous response I did book my car's transportation through Hawaii Car Transport, but it was Pasha Hawaii that made the 2 mistakes that caused my car to take an additional month to get here which forced me to incur added rental car costs. Please see additional attachment for receipt of rental car as a result of these 2 mistakes.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I shipped my car from ******** to *************. Pasha sent it to their port in *********. It arrived 5/31. They had told me it would take 2 or 3 days to offload it and bring it to ******* for pickup. It is now 6/22 and the car is still not available. I've called and spoken to customer support several times but they have no idea where the car is or when it will be available for pickup. The order number is RN135917

  Business response

  06/22/2022

  Hello ****,
  
  Thank you, kindly, for providing the booking details as this helps with our review.  Your shipping / booking contract is with a Broker,and not directly with Pasha Hawaii.  We cannot confirm what details you have been provided, however we have been advising customers that there are delays, primarily with our shipments up to LA.  I will, however, do everything within my ability to get this vehicle delivered as soon as possible.  Mahalo. 

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I payed Pasha to transport my Atv from ********* to Kauai. I dropped the Atv off May 5th. The last week of may I called pasha to check availability of my shipment. Pasha told me that they released my Atv to ***** ******** ( the inter island shipping 3rd party) and it was going to sail to Kauai on May 30th. After a couple weeks with no updates I tried contacting pasha and was unsuccessful about 6 times (waiting on hold, requesting call backs, etc).I finally got through to Pasha on 6/14 and was told that they didnt know where my Atv was. After the representative called ***** ********* he informed me that the battery was dead and the Atv was not loaded. I was informed in ********* that the atv would be on a skid, now its a roll on. The representative from Pasha assured me that the atv was going to be loaded and sail to Kauai 6/16. Today (6/16) I tried to call Pasha to see when I could pick up my Atv. After not being able to get through again, I contacted ***** ********* ***** ******** told me that they never received my Atv and that a new booking was made 6/15 to ship to Kauai and it wasnt scheduled to come until July 18th!Pasha blatantly lied to me, tried to put the blame on ***** ******** and now I cannot ensure that my property is at a minimum sheltered from the elements. As I was literally writing this complaint, pasha contacted me, told me that ***** brothers was fibbing, and the representative gave me her word that her supervisor would contact me to discuss a reimbursement. The day is over and I never heard from the supervisor..As of now its been 2 months and 11 days and pasha is telling me that I have to wait over a month extra to render their service. At this point, I am concerned about irreversible damage to my Atv from sitting in an unprotected corrosive environment for three months. Im beginning to wonder if something fraudulent occurred that Pasha is not telling me.

  Business response

  06/24/2022

  Hello ****

  I am aware you have been in contact with Pasha **************** regarding your complaint and concerns.  In review of the booking, you were advised this would be a roll-on process.  It sounds as though you were misinformed regarding the skid outside of Pasha Autos who handles the bookings.  We can understand your frustration of this, as well as the situation of your battery dying.  We can confirm this unit did not make it to Young ******** due to this.  Unfortunately our customer service team was not aware of the situation on your ATV to notify you before you reached out to us.  The quality of our service is important to us, and we will always work to improve our communication based on statements you have shared.  I was happy to hear that with your guidance, we were able to jumpstart the battery and handle the gear adjustment.  The vehicle is now headed to Young ******** to ship on the next vessel out to the islands. 

  Mahalo

  Customer response

  06/28/2022

   
  Complaint: 17439564
  
  I am rejecting this response because:

  Hello:

  I reject this because although I finally got some help after emailing the higher *** in your company and sitting on the phone for hours before that, your company failed to let me know about my property.  I wonder what would have happened if I never called multiple times and emailed.  Prior to the emails sent out as a "last ditch effort" to get information, I was told different stories almost daily.  At one point, I was told that Pasha didn't know where my *** was.  You guys never contacted me to inform me that my vehicle had a dead battery (which is super common in your business I'm sure) and was denied to be loaded.  Weeks went by after that before I finally got a reason for my property not showing up.  With this, I understand that it couldn't be loaded because of the situation, but your company not making any effort to inform me of this is not acceptable.  I dropped off my *** to you guys in perfect working order on May 5th.  It is now June 28th.  Your last customer service agent was super helpful and made it a point to get my *** to Young ********* which I appreciate very much, however I was led to believe that my vehicle would be loaded on the barge on the 25th to come to Kauai.  I have not had any updated info on your website, so here I am wondering if my *** that I paid $1360 is still coming.

  In regards to the *** being put on a skid, I was told by the yard worker at Road 1 in ********* that the *** would be placed on a skid after I was explaining to him how to operate the machine.  I was told "it doesn't matter, the *** will be put on a skid anyway."  I literally just learned last week that you can pay extra for a skid so issues like mine don't happen.  I would have gladly paid extra if I was ever given the option to avoid this huge inconvenience I've experienced in dealing with your company.

  In regards to the battery dying, that can easily happen if someone leaves the key in the "on" position.  I have no idea who has operated my machine at this point and what has happened to it in the last 2 months.  The fact that the machine was "stuck in gear" makes me wonder how competent your workers are in dealing with various machines.  When I delivered the machine, it was in perfect working order.  Again, if the dead battery is your company's excuse for not being able to provide the service I paid for, you should have let me know right away.  The machine can be started manually without a battery with the pull rope.  It's really easy, something most savvy operators know.  Also information I would have gladly walked someone through to help you guys get the machine loaded had I been notified of the situation.

   

   

   

   

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

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