Complaints

• Initial Complaint

  04/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To all potential shippers beware of iContainers. I have reported them to The Federal Maritime Commision as well as other Federal organizations.Like many the shipment did not go as planned. It cost me thousands, because of this company's unprofessionalism. They changed the pick-up date three times. My shipment was in one State and I was in another. They were aware of this, but still did not nothing to ensure my delivery was as flawless as possible. The truck driver wasted 2hours not willing to reserve the container into the loading dock. When my shipment finally was loaded and dispatched, I felt everything was okay. I waited over 3 months for my shipment to arrive. I was told it was being held in the ****** (I am still waiting to see that documentation). When it finally arrived in the ****************** I was asked to pay an additional $3,900. Apparently, none of the fees in this country were part of my total charge. It was also VERY STRANGE I was instructed to deposit it in a PERSONAL account of the supervisor of iContainers in the ******************. I had to pay it, or they would not deliver my container. I requested to pay the fees directly, and she stated she had to pay it. The fees were port fees, taxes and container retainment fees.My container was physically damaged with a huge gash on the side, furniture and glass items destroyed. I was also victim to theft. My container arrived totally different then when loaded. It even had another seal. They ransacked my container and stole valuable items. It is over 2 months, and I have not heard anything about the investigation. Do not work with this company they are unprofessional, dismissive and thieves. I had insurance, and they refuse to put me in direct contact with the insurance company. They have no formal insurance claim form or platform. They are very suspicious, and I will never recommend nor do business with them again.

  Business response

  06/05/2024

  This is in response to our shipment reference: 2080702. 
  
  This shipment was initially scheduled for pick up on October 20th, but later postponed by your request to October 27th. Due to congestions issues delaying the vessel, we postponed the pick up to November 2nd to avoid additional charges from the carrier for having the container out past the free they allow. 
  

  When the container got to the port, it was put on exam hold by US Customs and Border Protection in ******** and later on November 20th it was pulled for inspection at customs warehouse. We have enclosed some screenshot. Names and email addresses are covered as we cannot show those on this platform. It is perfectly normal that CBP only instructs the steam ship line on holds and we hear from them in this way, so this is usually the back up we have on a customs hold or inspection. But the instruction on November 20th means that customs will open the container to inspect inside of it.  

  It was released from customs hold December 11th and sailed on December 14th. 
  On February 8th the container is returned empty at destination. on February we received the claim that cargo was damaged and some items missing. 
  
  In terms of the local procedures in ******************, the records show that supporting documents for the charges were provided to the local terminal fee and customs charges that were settled through the local customs office account to speed up the payment process in order to avoid delays in release if you had to go and have checks issues for each entity. 
  We have supporting documents here for this as well that we could share. And if you have anything that you believe is not covered or should not apply we can have a look at that and get things squared away on that account. 
  
  

  Regarding the insurance case. The container was clearly damaged during transport so it stands to reason that some of the goods loaded in the container would be damaged from the impact of whatever had hit the side of the container during transit. As the claims coordinator explained the insurance company will accept claims for this can be proven damaged. A simple photograph of the damaged items after unloading is enough for them to accept it. The pictures of the damaged container only shows that the container is damaged, not what happened to the content. 
  In terms of missing items they do require that items listed in claim where in fact also on the packing list provided. Any claims can only pertain to items listed on the packing list of the shipment. They not dispute any of the claims but like any insurance company they do require supporting documentation for all claims. The claim coordinator did provide you with the direct email to the claims adjuster at the insurance company handling the case in his email on May 15th. 
  The last records show that they are still pending supporting documents to get the case going. 

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested quotes for shipping a container of household goods from ****** to *******. The ask included me packing and loading myself, to save money.Icontainers was one of the companies that gave me a quote, their quote was slightly higher than others but it listed packing and loading as included, a bit confusingly written though so I decided to ask in a phone call whether it was included or not and **** from Icontainers verified that it was included. Both my wife and me were on that call and that was our biggest question.They then had a ******* subcontractor contact me for the work in ******, they made it clear to me that they had not been instructed to do the packing and loading. **** asked for another $3,000 to add this service at that time, I sent his quote back and showed him that his quote already had this service included. He responded with an apology about the misunderstanding and confirmed, again, that the quote did actually include packing and loading.The delivery went just fine after that. But now, 3 months after delivery was made and payment was sent. Icontainers are demanding the $3,000 again.Had their quote been $3,000 more expensive, I would not have selected them to perform the service for me. I dont understand why they think theyre still owed any money at this point. I paid the bill they sent me and I have never agreed to the extra $3,000 charges for services. In fact, if you count the writing on the quote, I have verified three times that this service was included in their quote.

  Business response

  11/14/2023

  Dear ******, 
  
  Thank you for bringing this issue to our attention. We have reviewed the case and there was a misunderstanding between our sales rep and the agent at origin. 
  There are no further charges due to you and we will ensure accounts are resolved internally. We apologize for the inconvenience and frustration caused. 
  Our operations manager will call you as well to apologize and confirm that your account is paid in full and cargo is delivered as well as provide you with her direct contact information if any concerns. 
  
  If any concerns please do not hesitate to contact us. 

  Customer response

  11/15/2023

   
  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

  10/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hired the company to move belongings from ************* to Ireland (ordered May 30th 2023, paid June 26th, 2023, picked up July 12th). Pick up went fine. They told us that they had an agent in ****** who could pick up and receive our goods. Later, we received notice that our container was unlabelled and sitting waiting in customs - they did not arrange pick up, they did not arrange a landing agent like they said and left the cargo in customs accruing fees. The cargo was not labelled with our contact info so the docking agents did not know who to contact. They had not sent us any of the paperwork to have it released. We contacted landing agents on our own who helped us by sending the paperwork. In the meantime it accrued ~ 600 euros in fees for sitting in the port that we had to pay out of pocket. Caused a huge amount of stress. Incredibilily unhelpful in trying to resolve it, wouldn't answer emails or phonecalls. August 23rd we tracked it down and contacted iContainers and they never responded. The landing agents who helped us in ****** said this was completely unacceptable from a professional standpoint that you could ship a container w/o all the documentation and wash your hands of it.

  Business response

  10/11/2023

  Dear ******, 
  
  We have reviewed the case and would like extend our sincere apologies on what transpired upon arrival at destination. 
  There appears to have been a mix up in communication between the parties involved, which is something that we should have controlled from our side. 
  So we will instruct the sales team to issue a refund to cover the demurrage charges you had to settle at destination. 
  Thank you for bringing the issue to our attention and apologize again for the inconvenience this delay has caused for you.  
  
  
  

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December, 2021, we signed a contract with *********** to ship a container of mostly personal goods from our home in *******, ** to our second home in *****, *****. We paid the asked amount ($5500). A few weeks later, this company caused the first delay in shipping, requiring an increase in fees ($2524). Again we paid. The next shipping date came and went. Another increase in fees, another amount paid $3500). Another shipping date delay. Then two hours before the next one, the trucking company here cancelled on us, and forced another $800 fee and another $2000 shipping fee. Finally we were able to ship. The container reached ***** in July, and the destination agent has still failed to release our container from *****, even after we paid him, through ***********, $2800 to do so. Theyre now threatening to abandon our shipment, in essence, stealing our property, unless we pay them an additional $3500 WITHIN THREE WORKING DAYS. *********** has failed to live up to nearly every single part of the contract we signed with them, which was for door to door service.

  Business response

  01/06/2023

  ref: 2061779
  Shipment was initially booked as a household goods /movings shipment based on rates for carrier Cosco, but due to congestion issues at the time, they could not accommodate the booking at the time. So we offered client an option with another carrier, whose rate was $ ******* higher. We advised client that they could wait for space with the cheaper carrier and gave them the option to decide, which carrier to go with. 
  Rate was approved and booking created.
  However, booking kept rolling and by the time load could be scheduled rates with MSC had increased another $ ******. We offered to cover $ 200 of that to help with the increases but also offered client a full refund if they would rather find another option. Rate was approved.
  Trucking was scheduled and unfortunately, after the container was pulled out of the port, the vessel was delayed and therefore container could not be returned loaded. Client opted to return the empty container and schedule loading for a later date.
  The additional cost for this are billed out at cost.
  When the loading finally happened it took 4 hours and the rate provided included two hours free time, so additional charges were accrued there.
  All other charges and changes were presented to client in advance and were approved at the time.
  It is important to note that cargo was booked as household goods and thats how it was all manifested but in the container were cargo loaded that were intended for re-sale. Yet the bill of lading showing household goods was approved by client.
  Customs at destination reviewed the content of the container and it is still on hold with customs pending approval to release from the ****************** smuggling department. As non manifested commercial cargo falls within the category of smuggling.
  Would recommend you contacting the contact provided by our agent to see if you can help provide them any back up that *** help speed up the process.
  The abandonment letter that was sent to you is because the carrier is pushing to get this released and their container back in rotation. It is accruing daily charges so therefore we are requesting a deposit to show them that you are indeed still committed to taking receipt of this cargo. 

*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. ↩