Complaints

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Royal Hawaiians business has expanded to the **** of ******* and the *******. Had they addressed my concerns appropriately, this review/complaint would not exist. We had approximately 20 items damaged or missing. The company refused to pay for several missing items due to lack of pictures available for damage - how can I submit a photo of a missing item? Regarding damaged items, I provided photos and URLs to the exact items in question (i.e., Pottery Barn $50 wine decanter). Royal Hawaiian staff decided to ignore photos and URL, find a replacement on Amazon for $26 and attempted to settle at 50% cost. They declined facts on my counteroffer, leaving us at a stalemate. Fortunately, I can escalate to the higher echelon with it being a contractual military move; however, if I am a civilian, you must not trust your possessions with this company. Their operations extend from the top-down, administrative staff is comprised of thieves, while the movers will assemble your furniture incorrectly in an effort to hide damages. STAY CLEAR AT ALL COSTS.

  

  Business response

  11/01/2023

  Our Claims manager attempted to settle the claim with ***************  Unfortunately, ************** disposed of the damaged items before we were able to inspect of obtain repair estimates.  There were photos submitted to the inspector and to us,however, the photos did not confirm the manufacturer, make or model information which is needed to look up the current value of an item.  The adjuster did the best she could to find items that were comparable to what the member had,however, ************** did not like the comparable items, and was upset that we would not increase the offer amounts based on his word alone.  

  We were able to settle on the amounts offered for DPS lines 3, 4, 7,9, 10, 11 & 14 and has been paid for those items.  The remaining claims have been transferred to the *********************** so we have ceased communication with him.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  WE **NTACTED RHM IN 11/22 FOR A MOVE TO *********. THEY CAME TO MOVE OUR HOME ON 12/1 & 2. MULTIPLE EFFORTS WERE MADE TO **NTACT THEM, NONE WERE RETURNED. PAYMENT WAS MADE 12/16/22. NO **MMUNICATION AT ALL. FINALLY WAS TOLD **NTAINER TO BE SHIPPED OUT END OF 1/**. **NTAINER ARRIVES IN ****/8/**. MANY ITEMS DAMAGED. ITEMS MISSING INCLUDING CUSTOMIZED SUPREME CURLY KOA UKULELE, LIMITED EDITION ASSASSINS CREED EUROPEAN **LLECTIBLE FIGURINE SET, BOX OF DESK ITEMS **NTAINING MULTIPLE ITEMS INCLUDING CRAFTING ITEMS, & A LIMITED EDITION ************* JACKET. THE **NTAINER WAS **VERED BY INSURANCE FOR $118,000. UPON MAKING THE INSURANCE CLAIM, A REPRESENTATIVE FROM RHM STATED THAT A POLICE REPORT WAS NOT NECESSARY. THE CLAIMS ******** STATED OTHERWISE, SO ONE WAS MADE. PR#**-146560. MR. ********************* OF PAC-GLOBAL IS OUR CLAIMS ADJUSTER. I MADE A CALL & REACHED OUT PERSONALLY TO THE ** OF RHM, *****************************. HE SEEMED RECEPTIVE AT 1ST. VERY WILLING TO HELP. BUT SINCE HAS BE**ME SILENT. MY DAUGHTERS SUPREME CURLY KOA UKULELE HAS VERY SENTIMENTAL ********** ARE QUITE DISGUSTED ON HOW IT HAS GONE MISING. THE INSURANCE ** WILL NOT PAY THE ***** VALUE IT IS WORTH REGARDLESS ON HOW MUCH THE **NTAINER WAS INSURED FOR. RHM SHOULD BE HELD AC**UNTABLE. NEGLIGENCE ON HOW THEY HANDLED OUR MOVE PERIOD IS DISGUSTING! ESPECIALLY FOR THE AMOUNT OF MONEY WE PAID TO HAVE OUR HOME MOVED ACROSS THE PACIFIC, TO THE TUNE OF ALMOST $21K! THEY NEED TO MAKE THS RIGHT! MAKE IT PONO!!!

  

  Business response

  06/27/2023

  As ****** and ****** stated, they purchased a policy through ********** to cover loss and/or damage to their goods in transit. This policy is administered through **********, and Royal Hawaiian Movers does not have any control over the payments or settlements made on that policy.  While its unfortunate that ********** has not issued payment to the satisfaction of ****** and ******, it is beyond RHM's control.

  Someone from our office will reach out to offer compensation for the delay in shipping.
  

  Customer response

  07/02/2023

   
  Complaint: 20198197
  
  I am rejecting this response because:

  BBB Complaint Number: 20198197
  
  ROYAL HAWAIIAN MOVERS
  CONTACT NO: Ph: **************
  Fax: ************** 
  
  I am requesting for Royal Hawaiian Movers to comply with the following:
  1. Take responsibility for ALL of my LOST and DAMAGED items per their NON NEGOTIABLE BILL OF LADING under the section of Full (Replacement) Value Protection. 
  
  2. Work with Pac-Global their ***************** to payout the true (rightful) value for ALL of my damaged and lost (missing) items. If Pac-Global is unable to payout the true value for any reason, Royal Hawaiian Movers (RHM) will payout the difference per the acknowledgment of their NON NEGOTIABLE BILL OF LADING
  
  3. 100% FULL REFUND of my out of pocket cost for service and shipping of my items plus an additional $198 for the rental of a storage unit for the month of January 2023.
  
  It took over 1 month to receive my items from RHM. RHM held on to my items for over 1 month due to their unexpected tradition. RHM did not provide me with the service that I paid for. A small break down of why 100% FULL REFUND of my out of pocket cost plus additional $198 should be refunded to me:
  
  1. From the day RHMs staff entered my home and storage facility, we were questioned on what was packed in our boxes, we were told RHM staff must pack up our items, we were told RHM staff must take inventory of all boxes and items that are in it. I dont know about everyones but, I personally dont want unknown people touching and inventorying MY loose personal items.
  
  2. On Dec. 03, 2022 RHMs staff was done packing up my items, during the 2 days RHM packed up my items, I witnessed the staff nail up all 8 of my crates and drive off. From Dec. 03, 2022, there were no communication on was the next step. I contacted them, several times, left them messages each time, and still no return call, no communication from RHM. *************************************************** their custody, I finally got a hold of someone. I questioned about my items, when will they be shipped their response was we are waiting for payment how would I know what to pay if I did not receive an invoice? REMINDER: 12 days after RHMs had my items I finally got an invoice for payment.
  
  3. Dec. 16, 2022 payment was hand delivered (via cashiers check) to RHM staff. I was told my items will be shipped out on Dec. 23, 2022 and should be expected at its destination within 2 weeks estimated Jan. 05, 2023. A few days later, my wife and I left the island. When we reached our destination, we made arrangements with a storage facility to store our items since we were told the estimated arrival date is Jan 05, 2023. January 2023 arrived and since I did not hear from RHM on the status of my items, January 5, 2023 I contacted RHM once again, and once again I left several messages and no one got back to me. I emailed the person who was told to contact, and she informed us that our items were not shipped out. She told me there were unexpected traditions in management and staff during December ********************************************************************** with the new person handling the area. This new person told me that my items will be shipped on Jan. 13, 2023 estimated arrival date at destination was Jan. 19, 2023, on the ports to be picked up on Jan. 30, 2023. RHM failed to do their job and ship out my items on the date they stated. I paid for my items to be shipped on Dec. 23, 2022. They also failed to communicate any shipping delay that happened because of their doing. NOTE: RHM had my items in their custody for 69 days, thats including shipping & transport.
  
  4. On Feb. 8, 2023 my items finally arrived. Delivered by ****** *************** Upon arrival, my items were wrapped in clear shrink wrap, & packing paper, they WERE NOT in the 8 crates that I paid for and was told my items were in. That tells me that someone opened all 8 of my crates (without my permission) and repacked my items.  
  
  5. As informed to do so by RHM, I checked to see if all my items arrived. As I was inspecting my shipment, I came across 4 missing boxes and multiple damaged boxes with shoe prints on them. Items in the damaged boxes were damaged as well. As I started to unpack my items to check what exactly was missing. Remember, I was told RHM staff must pack up my items. I came across my daughter's box (#***). The box was taped, I did break the seal to open it. The box did not seem to have any visible external damage. According to RHMs stated inventory list #*** 4x ukulele which my wife did verify 4 ukuleles were in the box. When I was unpacking the box to check if there were any damaged items. I grabbed the ukulele case, opened it up and my daughters ukulele was not in the case. Box #*** only contained 3 ukuleles & 4 ukulele cases. Where did the 4th one go? I DID NOT pay for my items to be in a clear shrink wrap, I DID NOT pay for my boxes to be stepped on, damaged, and missing (lost), I definitely DID NOT pay for my boxes to be reopened and taped back up while in RHMs possession.
  
  It is now, July **** and RHM DID NOT abided by THEIR non negotiable Bill of Lading for my damaged and lost goods that they were informed of back at the end of February/March 2023.
  
  I, ************************************** may be reached at **************, or via email
  @ ********************* . If I am unable to take your call or quickly reply via email, you may contact my wife ****** at ************** or via email @ ***********************************
  
  
  Mahalo & Aloha,
  
  ********************************** III

  (****** & ******)

   

  Royal Hawaiian Timeline
  
  ********* III, ****** COM ***** RH ******* receipt # ****** initial date of move: 12/01/2022
  
  
  1. Nov 30 2022 - Call from RHMs to setup ETA of packers for Dec 1, 2022 at home address : ***************************************************************
  5 total Crates
  
  
  2. Dec 1, 2022 - Call & email from RHMs to setup ETA of packers for Dec 2, 2022 at Storage Facility: ***************************************************************************
  3 Total crates
  
  
  
  3. Call made on December 6, 2022 to ************************************ to check on total weight and cost status. ****** stated that she reach out to her facility and get back to us.
  
  
  4. No calls or emails from anyone at RHMs since Dec. 6, 2022. 
  Call made on December 12, 2022 to ****** for status update. 
  Stated that ******** would contact us.
  
  
  5. Called RHMs to get in touch with ******** on Dec 12, 2022. 
  She could not be reached. 
  
  
  6. Called RHMs to get in touch with ******** on Dec 13, 2022. 
  She could not be reached. 
  
  
  7. Wife ************************* called main number on December 15th, 2022 and spoke with **** and asked to speak to someone in charge or a higher up that could support us, she was given Shauns number. She then forwarded it me via text message.
  
  
  On December 15, 2022 spoke with ***** (Delivery/warehouse manager)************* at 3:35 pm
  
  ***** stated that he no work order to load my contents and that would do some research and than call me back. 
  
  ***** called us back at 3:44 pm and stated that the system is on hold pending payment. 
  
  ***** than initiated the ball to get moving by reaching out to the facility and notify them that an invoice was never sent to us. 
  
  Email regarding Invoice was sent from ******** on Dec 15, 2022 @ 5:20 pm.
  
  
  Email was sent to ******** regarding invoice payment due to restrictions on total daily debit card amount allowed. No response, maybe due to timeframe.
  
  
  8. December 16, 2022 we went in to make payment:
  
  
  
  
  9. Since Dec 16, 2022 we have not received any calls or emails regarding the status of our container of household goods. 
  
  10. Emailed ******** on January 2, 2023 : No Response
  
  
  
  11. Emailed ******** on January 3, 2023 : No Response
  
  
  12. Called RHMs to speak with ******** on January 5, 2023 @ 11:05 regarding status of our container of household goods. ******** stated that due to management and staffing changes there were processing delays, also that she was in transition from her previous role into another role and that she was no longer my point of contact. I then asked her to forward my new POCs information to me via email. 
  
  
  Email from ******** was received on January 5, 2023 @ 11:37 am. 
  Email coincides with her response over the phone. 
  
  Email update from ******** on Jan 7, 2023 along with Protection Plan for household goods document. Form states sailing/airborne date: Dec 19, 2022
  
  
  
  
  
  Email sailing update from ******** on Jan 11, 2023.
  New estimated Departure date of Jan 13, 2023.
  
  
  
  (***** seemed to be the only person who was helpful during the whole process)
  
  
  
  
  
  
  
  
  
  
  
  
  
  

   

  Customer response

  07/13/2023

  Good Afternoon,
  
  Please see the below PDF document as requested.

  
  Best,
  Shyane

  Customer response

  07/20/2023

  Aloha Sir/*****,
  
  On Thursday morning July 20th, 2023@ 11 am PST, *******************************, myself & my husband *********************************** had a telephone conference call. In this conference call we discussed the issues concerning our move of December 2022. We also discussed the damages & missing items. **************** gave his sincere apologies. A settlement & agreement has been reached. Payment of $7,500 will be sent out. Forms will be signed. We would like to amend our complaint to be resolved. If there are any questions regarding this matter. Mahalo for your time & consideration.
  
  
  Mahalo ****,
  
  
  ********************************************
  

  
  

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/30/2022 I paid Royal Hawaiian Movers $19,611.80 to move my household goods from ********, HI to ************************** of this price was for insurance for my goods. My goods were delivered 11/10/2022 and 2 broken items were reported to the delivery company. I continued to unpack my goods and found additional broken items. On 12/6/2022 I emailed Royal Hawaiian Movers to initiate a claim for the damages. I was informed the claims representative is ********************************************. I have emailed and called numerous times with no response. I would like assistance with filing a damage claim for my broken household goods.

  

  Business response

  02/27/2023

  We reached out to the customer and settled the claim to the customer's satisfaction (***********).  The check was sent to the customer on 1/25/23.

  Customer response

  03/01/2023

   
  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,
  
  ***************************

*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. ↩