Jeff Schmitt Chevrolet East

Initial Business Response / [redacted] (1000, 5, 2016/12/19) */ WE HAVE CONTACTED THE CLIENT AND OFFERED TO PLACE THE CLIENT ON THE TRANSMISSION UPDATE LISTWE HAVE ALSO SET AN APPOINTMENT TO HAVE THE VEHICLE IN FOR A COLD STARTWE WILL PROVIDE A RENTAL FOR THE DAY THAT WE HAVE THEIR VEHICLE Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to reserve my response until resolution of the cold startSo far rhe repsonse has been positive

Complaint: [redacted] I am rejecting this response because: the issue that I described was not resolved (1) The shipment of my vehcile's factory items from California to Honolulu, Hawaii was done at my cost However, per Matson's policy, these items are authroized to be shipped within the vehicle (e.g., owner's manual, floor mats, antenna, tire tools) These items were boxed and sealed in accordance with teh exact same preocedures that all Vehicle Prcoessing Centers use for Matson shipments for the Department of Defense.(2) Matson has not reimbursed the cost of shipping ( [redacted] fees) these items to me.(3) Matson has not described why this mistake was made in teh first place and what measures have been put into place to prevent recurrence Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Awaiting payment for the shipping charges.My mailing address is:P.OBox 31269Honolulu, HI I have also attached the shipping invoice so that Matson can verify the avoidable costs I incurred Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

We sincerely apologize for the difficulties you have had with this shipment This shipment was not a military shipment and therefore subject to our standard terms and conditions Matson’s policy is to accept vehicles with normally attached items (floor mats, antenna, spare tire kit) installed in/on the vehicle All other items that are not installed on/in the vehicle must be removed We do not ship any vehicles with boxes of items in them I apologize that we could not be of further assistance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution while not satisfactory to me I'd like to close the complaint Sincerely, [redacted]

Thank you for your quick responseWe would like a full refund

Mr [redacted] , We received your complaint regarding your vehicle shipment Our customer service supervisor spoke with you and advised the dates on the Matson dock receipt are as you were advise, ‘Estimated Availability Date’ These dates are exactly that, only an estimate There are many factors with vessel load planning and actual stowage of freight that impact actual availability date The dock receipt for the vehicle you tendered shows an estimate only in regard to availability In your conversation with our customer service supervisor, you stated the auto broker, with whom you booked your vehicle, advised you at the time you made your booking with them that the expected delivery was January 11, In the future, whether you book with an auto broker or Matson directly, there is a premium service that guarantees an availability date Your auto broker is aware of this service With this being said, Matson will unfortunately not be able to offer any compensationIf you have any further questions or concerns, please let us know Matson

Complaint: I am rejecting this response because: Matson is sneaky when they say they "require" a signature to waiver the survey formTheir version of "require" means a tiny initial next to those wordsYou can tell my initial wasn't understood because I questioned the longshoreman about going over present condition and taking pictures They told me everything is okay, just park your car thereWhen I said those words he should have said,"You've already waived your survey." Then I would have said, "No I haven't." Then I would have corrected my first response and demanded a survey be completed and we wouldn't be in this predicamentThey teach their employees to be sneaky, dishonest and deceptiveI did take my own pictures of my vehicle before it was shipped and have that as proofThey have you rush through the paperwork so that you "forget" about it being surveyedI ask that they pay for all the damages, change their form to have a signature as a waiver to the survey form and vow to be honest with their customers Sincerely, [redacted] ***

At the time Mr [redacted] delivered his [redacted] to Matson in Seattle, a receiving survey was completed that noted all damages on the vehicle at the time of delivery The survey noted pre-existing damage to the left doors Mr [redacted] reviewed the survey and signed it Matson denied that portion of Mr ***’s claim but honored his claim for a chip on the vehicle’s fender, resulting in a reduction of his claim from $2,to $ Similarly, the receiving survey for the [redacted] noted pre-existing damages to the front bumper Again, Mr [redacted] reviewed the survey and signed it Accordingly, Matson paid 50% of the claim for bumper damage, thereby reducing the claim from $2,to $1, Therefore, Matson must continue to deny the portion of the claim for pre-existing damage

[redacted] [redacted] Thanks for getting back to meKristi at Matson went over claim and damage with me today and will be sending payment for damage today .I believe all in all it was a miscommunication on both parts but am quite happy that they are paying for damages to my ***Thanks again you have been on it with this complaint and we as a military family appreciate it .Thanks again '' [redacted]

Complaint: I am rejecting this response because: Matson company modified the original quote by changing the estimated date of arrivalOriginal quote from the broker is Jan11, When I dropped it off, your company changed it to Jan5, Of course, all my plans have changedI extended my rental car ( extra cost) and it was such an inconvenienceThe premium service that you are talking about was never mentionedThis whole transaction would have been okay I you followed the original quote that was given by the brokerBut what did Matson do, it was modified and changed to an earlier dateIt would have been easier to accept and settle this complaint if other circumstances that we have no control of like weather had affected the shipmentBut if you turn around and say that the shipment is now on a later date because of the holidays, you could have planned better before you write down an estimated date of arrivalWhy can't you take responsibility of your mistake? It was a mistake on your part by changing the original "estimated date of arrival"! Original date given by the broker was Jan11, You changed it to Jan 5,and you failed to meet your deadlineThat's the bottom line, Matson! Sincerely, [redacted]

Complaint: ***
I am rejecting this response because: The response from Matson is nonsense There was no photographic evidence of a glass chip on the windshield Matson has the photos to support this They claim a spec of dirt or a raindrop was this supposed chip The distant and grainy photos do not show anything clearly This is clearly a dodge of responsibility I would never ever ship another car with Matson A little research on my part shows I am one of many,many Matson customers with damaged vehicles I will continue to publicize my issue in any public forum available
Sincerely,
*** *** ***

Hi ***, I am sorry you had such a difficult time picking up your *** *** ** In reviewing calls to the team who booked your freight, we found no mention of *** ** being open until hours. We have a hunch
you reached another of our departments, one not familiar with this type of freight and pier hours, and that’s likely how you were provided a bad time. We apologize you were given wrong closing time for *** **The hours of operation at the terminal for processing this type of freight are given to us by the terminal and are not able to be changed by us The account specialist you spoke with, from the team that booked your freight, advised your ** would probably become available on Friday, 09/15, in the morning As we do availability notification by either phone or email, I do note that instead of calling you on Friday, 9/15, we sent an email at 10:27am Hawaii time to your email ***I apologize that the account specialist did not inform you that notification might also come via emailUnfortunately your arrival time of hours at the port to pick up your ** did not allow enough time to make payment at *** *** and pick up from *** ** before they closedThe clerks and guards at the terminals don’t have control over the hours of operationsI apologize that you were treated poorly and we are contacting appropriate managers in regard to this issue As the supervisor of the Conventional team who booked your shipment, I would like to arrange a time to speak with you about the costs you incurred that day to see if we might assist in other ways. Matson will not be able to refund your shipments cost as we provided the service of moving your ** from *** *** to Honolulu, as bookedI look forward to speaking with you in the near future. Please let me know if I might call you directly or you can contact me at *** and ask for Frank P***. Thanks, Franklin P*** | Customer *** ***

The photos supplied by Mr*** are consistent with the pre-existing
damage noted on the receiving survey at the time of delivery of the vehicle to
Matson. Therefore, Matson must continue
to deny the portion of the claim for pre-existing damage

Matson has agreed to settle this claim in good faith with Ms***. She will be receiving a settlement check next week

Complaint: ***
I am rejecting this response because:That is not how it went at allI have all the emailsWhen I made initial contact to file a claim I was asked to explain the damages and send picturesI did that right away They told me to get an estimate to repair the seat belt if I was not able to fix it myself within hours I obtained a repair estimate to fix the seat beltBoth myself and the mechanic submitted the repair estimate but no acknowledgement was given until the staff member was houndedA few days later she finally acknowledged receipt of the repair bid I was told that I needed to submit pictures of the damages and a Repair bid for the broken seat beltI submitted everything that was requested and then waited a month with no responseWhen I contacted them again, they said they did not receive the repair bid and was still waitingI forwarded the previously sent repair bid from a month ago and was then given another set of things to do in order to process the claim IF I still wanted to claim the damages I am very frustrated at the fact that they are using tactical delay methods to deter me from filing my claim it’s not right I think I deserve an apology.
Sincerely,
*** ***

We contacted the customer and resolved her concernsSettlement for her claim was mailed on Friday, November 13th

Matson has reviewed the claim submitted by this customer in full. Unfortunately, photos taken at the time we received this vehicle in Oakland indicate that there was a pre-existing chip in the windshield. The crack in the windshield claimed by this customer generated from this
chip. Matson cannot accept liability for damages that occur to a vehicle in transport due to pre-existing damage. We attach photos taken when this customer dropped off his vehicle in Oakland as well as photos provided by the customer to document claimed damages. Unfortunately, Matson stands by its declination. We apologize that we could not be of further assistance

Can you provide your shipment or VIN# so we may look into your situation