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Kona Car Guy

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Reviews Kona Car Guy

Kona Car Guy Reviews (15)

Kona Car Guy was absolutely essential in helping my family relocate to the Mainland, specifically in arranging for the shipping of my vehicles from Kailua Kona to a small town in Nevada Coordinating the physical shipping over the water (at a better rate than I could get!) was a significant time-saver for me; but even more invaluable was the ability to ship the cars FROM KONA, eliminating the need to rent a car, travel to/from Hilo and dealing with Matson at the shipping point in Hilo Additionally, Kona Car Guy arranged for my cars to be picked up at the Port of Oakland and delivered to my new residence in Nevada Absolutely a stress reliever for my family and I! Thank you and well done! TS

Hi ***, Below I have included the email correspondence I received from [redacted] containing her manifest of goods to be shipped. We based the customer's quote on the manifest, dimensions and weight provided by the customer. The customer's quote was based on 120 cubes, at 850 lbs. We offered the customer our preferred level of service, where our crew would come to her residence and palletize her goods, and properly prepare them for ocean shipment. The customer decided to select an outside source ( [redacted] of [redacted] ***) for packaging of her consignment. We believe the customer did not give proper instruction to [redacted] as to how her goods should be packaged and prepped for ocean shipment. We also believe that the overage in cubes and weight could have been a result of the type of packaging [redacted] used. Thank you, Lauren [redacted] AdministratorKona Container Car Guy [redacted] From: [redacted] ( [redacted] [email protected]) Sent: Tue 8/11/15 7:55 PMTo: Lauren [redacted] ([email protected]) Hi Lauren,We are getting our estimate ready for the [redacted] shipment.So far we have: 3 large home depot boxes (18"x18x24 each) approx weight 70 lb each4 medium boxes (18 1/8" x 18 x 16 each) approx weight 40 lb each3 small boxes (16"x12x12 each) approx weight 25 lb each1 dresser (42.5" x 37" x 18") approx weight 55 lb1 rocking chair (38.7" x 36.3 x 30.2) approx weight 78 lb1 crib mattress 51"x27x6in approx 15 lb1 crib (broken down) 54 x 36 x 8 - approx weight 54 lb2 bicycles approx 50 lb total1 TV box 24 x 4 x 45 inches approx 30 lbAre there movers that wrap the furniture and take it down, or do we need to do that ourselves? Thanks, [redacted]

Complaint: [redacted] I am rejecting this response because: The response from KCG shows that they (1) accept no responsibility for the shipping of our items, (2) Were completely unaware of the tracking of our items and vehicle, (3), provided no service when our items arrived destroyed If these things are true, then there is no service that was provided that justifies a cost of $3,which we paid them to be a service provider The only thing that was done was to up-charge us for a container on another company's ship We received no assistance when our items arrived destroyed and were told that we have to deal with the shipping company directly The shipping company did reimburse their charges, but this covers only approximately 25% of the cost we incurred The rest is in damages and replacement of items that were unsalvageable ($4,489.94) and profit that KCG received ($1,324) I provided exact dimensions of the items we shipped prior to palletizing and was given a quote based on these dimensionsThe measurement after being palletized came directly from [redacted] and was provided to *** After discussion with [redacted] , we were told that the [redacted] personnel documented a larger measurement than [redacted] of the exact same item When told that there was a discrepancy, [redacted] personnel told them "don't worry about it" and documented a larger measurement (which translates to a higher cost for us to ship) [redacted] does have documentation that there was a discrepancy at pick up The "offering of shipment of the items back to the origin" was less of an offer and more of a threat At that time, we were living on Oahu, awaiting our shipment, and were told our items would be shipped back to Chicago and dropped off on the curb of our previous home, where someone else now lives and is thousands of miles away from our current homeWe had no choice but to pay the fee I can not imagine how this company feels that they have showed "willingness to assist the customer to the best of [their] ability." They were completely unaware that our vehicle had not left the port in California until the day it was scheduled to arrive in Honolulu I feel that they only became aware of this after being contacted by me several times to schedule pick up of my vehicleA week later, they sent an email that said they had been tracking our vehicle closely and that it was not yet availableHowever, a minute phone call to the port that I made myself revealed that our vehicle had been available for nearly half a dayKCG was content to leave us hanging, which would have allowed us to incur more expenses due to extending a rental car When our household good shipment did not arrive on time, KCG was questioned as to the location of our goodsThe response was "I don't know." This shows that KCG was totally unaware of the tracking, management, and location of our items and vehicle, which is essentially the sole service they claim to have provided usTheir stated mantra (quoted directly from their website) is "on time, on budget and unbroken," unfortunately, none of which are true for our shipmentNot only that, but they are now claiming that our shipment not being on time, on budget, nor unbroken is completely out of their controlIf this is the service they self-proclaim to provide, we did not receive that service The bottom line is that there is no service that was provided by Kona Container/Car Guy aka [redacted] company that justifies a charge/profit of $1,Of note, the shipment of the vehicle was a completely separate charge of $1,930, which we did not dispute even though shipment of our vehicle was significantly delayed, and at which time they were completely unaware of its location Sincerely, [redacted] ***

We feel there are three separate complaints within the customer's statement and we would like to respond to each: The additional $1,that the customer incurred when the shipment reached the west coast dock.Customer provided written manifest of dimensions and weight of goods to be shipped Customer was provided a quotation based on the dimensions and weight they provided Customer and we have written documentation that customer was advised that if the cubic dimensions and/or weight of the shipment increased from the dimensions and/or weight originally quoted, any resulting increase in cost would be the responsibility of the customer prior to the shipment sailing.Customer was also requested to provide actual dimensions after shipment was packaged by the company of their choice ( [redacted] ) prior to leaving origin (Illinois) Customer never provided this information If this information had been provided we would have known at that time that the shipment had increased from cubic feet and pounds (dimensions and weight provided by the customer) to cubic feet and pounds (actual dimensions and weight).When the shipment reached the west coast and the certified BOL was issued by the shipper (Dependable [redacted] aka ***) we were made aware of the difference between the quoted dimensions and weight vsthe actual Customer was forwarded the documentation from [redacted] showing the difference in dims and weight.Customer was offered at that time the shipment of their goods back to the point of origin at no charge Customer declined the offer and paid for the overage ($1,324) in dims and weight Damage to customer's goods.The shipper (***) has acknowledged responsibility for mistakenly shipping the customer's goods to Kailua-Kona (Big Island) rather than Kailua (Oahu) The re-routing of the goods to the final destination during which the damage occurred has resulted in a [redacted] reimbursement of $2,to customer Delay of vehicle.Customer and we have written documentation from shipper ( [redacted] ) that customer's vehicle was delayed due to the mechanical malfunction of the vessel it was sailing on We had been tracking customer's vehicle on line with [redacted] 's tracking mechanism (customer was also instructed in their shipping document as to how to track their vehicle while in transit) Customer's vehicle was tracking as on time until 9/15/ We have written documentation that we notified customer of the delay as soon as we learned of it.Customer also has written documentation in our standard disclaimer that there are situations that can cause delays in ocean shipping (mechanical breakdown being one).We are willing to forward the volume of emails between customer and ourselves that demonstrate our willingness to assist the customer to the best of our ability As the service provider we could not control the customer's shipment packaging by [redacted] that resulted in a higher shipment cost We could not control the actions of the shipper (***) that resulted in the damaged goods and we could not control the mechanical failure of the [redacted] ship that resulted in the delay of customer's vehicle

*** and staff at Kona Container Guy facilitated our move from Kauai to CaliforniaA great crew of came and loaded my household into a 20ft containerI paid a little extra to have them wrap and protect some furnishings which I wouldn't recommendThat is not their forteBut figuring out the puzzle of fitting everything in to the containerYES! They did a great job I elected to drop my car at the port myself* provided me with all the information necessary to do soI didn't have an address where I was moving to and they worked with this and kept in contact with me while I was house huntingMy car arrived within the quoted time and in perfect conditionMy only issues occurred with the delivery and unloading of the containerI would say these issues were the fault of the shipping, trucking and unloading companies, not necessarily Kona Container GuyThere were a few instances of miscommunication between myself and KCG but it's difficult when they are in Hawaii and keeping different business hours and I am notWhatever the case, KCG and *** rectified any issues I had and made sure I was happyI would wholeheartedly recommend them for your shipping needs

We feel there are three separate complaints within the customer's statement and we would like to respond to each:
1. The additional $1,that the customer incurred when the shipment reached the west coast dockCustomer provided written manifest of dimensions and weight of
goods to be shipped. Customer was provided a quotation based on the dimensions and weight they provided. Customer and we have written documentation that customer was advised that if the cubic dimensions and/or weight of the shipment increased from the dimensions and/or weight originally quoted, any resulting increase in cost would be the responsibility of the customer prior to the shipment sailing.Customer was also requested to provide actual dimensions after shipment was packaged by the company of their choice (*** * ***) prior to leaving origin (Illinois). Customer never provided this information. If this information had been provided we would have known at that time that the shipment had increased from cubic feet and pounds (dimensions and weight provided by the customer) to cubic feet and pounds (actual dimensions and weight)When the shipment reached the west coast and the certified BOL was issued by the shipper (Dependable *** *** aka ***) we were made aware of the difference between the quoted dimensions and weight vsthe actual. Customer was forwarded the documentation from *** showing the difference in dims and weightCustomer was offered at that time the shipment of their goods back to the point of origin at no charge. Customer declined the offer and paid for the overage ($1,324) in dims and weight2. Damage to customer's goodsThe shipper (***) has acknowledged responsibility for mistakenly shipping the customer's goods to Kailua-Kona (Big Island) rather than Kailua (Oahu). The re-routing of the goods to the final destination during which the damage occurred has resulted in a *** reimbursement of $2,to customer3. Delay of vehicleCustomer and we have written documentation from shipper (*** ***) that customer's vehicle was delayed due to the mechanical malfunction of the vessel it was sailing on. We had been tracking customer's vehicle on line with ***'s tracking mechanism (customer was also instructed in their shipping document as to how to track their vehicle while in transit). Customer's vehicle was tracking as on time until 9/15/15. We have written documentation that we notified customer of the delay as soon as we learned of itCustomer also has written documentation in our standard disclaimer that there are situations that can cause delays in ocean shipping (mechanical breakdown being one)We are willing to forward the volume of emails between customer and ourselves that demonstrate our willingness to assist the customer to the best of our ability. As the service provider we could not control the customer's shipment packaging by *** * *** that resulted in a higher shipment cost. We could not control the actions of the shipper (***) that resulted in the damaged goods and we could not control the mechanical failure of the *** ship that resulted in the delay of customer's vehicle

Complaint: ***
Hi ***,I do not have documentation or an inspection report of items conducted by the business prior to shipment I am aware that by giving the size prior to packaging by *** *** *** that the estimate given was not exactI gave instructions to *** *** *** based on what I was told by Kona Car Guy I have never shipped items via ocean shipping before, so I did not have any further knowledge of how to tell them to package it*** *** *** was recommended to me by the business, because it is not cost effective or efficient to have them send an entire crew to Chicago to simply package items (I was told I would have been responsible for their flights, hotel and labor, estimating over $3,000)They stated that they often worked with *** *** *** Regardless, I'm not suggesting that KCG is responsible for packaging by *** *** ***. The liability insurance was through *** Please note that the certified BOL is from *** and not from Kona Car Guy*** has noted that the household goods liability insurance is not applicable for this case because the damage was due to their mistake of misrouting the shipment to the wrong island and ferrying it over in improper conditions*** administration has also clearly told me that they did not change their charge from the estimate at initial pick up. I have attached correspondence from *** *** *** regarding their concern about the discrepancy in dimensions on pick upI have also listed an email below from KCG, saying that we would be notified of any overage before our shipment leaves Chicago, which did not occurWe were notified when our shipment was in California and we were already living on Oahu, which left us no choice but to pay the fee. As I mentioned before, our real concern is with the service provided by Kona Car Guy Their website clearly states their motto is "on time, on budget, and unbroken." However, they now say that all of these things are completely out of their control At best, they are misrepresenting their servicesThe actual service that they provide is to manage and track shipments that are sent via another company, which we were unaware of at the time of booking At no time prior to payment did they inform me that my shipment would be in the care of another company altogetherEven if the only service they provide is to manage and track shipping through another company, we did not receive that service either As stated in previous correspondence, they were unaware of the location of our goods and vehicle the majority of the time they were questionedIn addition, they did not attempt to help us navigate dealing with *** when our goods arrived destroyed They did not attempt to help us when our car shipment was delayed and notified us the day of intended delivery, only after being asked about it multiple times.
Sincerely,
*** *** Aloha ***,Thank you for the updated information you provided and for continuing to consider us as your service provider for less than container load service. After reviewing your quote please feel free to give us a call at (808)649-0891 should you have any questions.Your quote for door to door less than container load service from origin Elk Grove Village, IL to destination Kailua, HI 96734 is as follows:DOOR TO DOOR *** SERVICE FOR CRATE - $1,Pick up crated and prepped for ocean shipment used household goods from any commercial Elk Grove Village, IL addressDelivery of your crate to any accessible residential, Kailua, HI address. *Please note that delivery is curbside.**Your quote is based on the dimensions and weight you provided plus an allowance for packaging resulting in dimensions of 72"x48"x60" and a total weight of lbs. *Your shipment will be measured and weighed in Chicago after packaging and crating. A certified bill of lading is issued from these weights and measurements. Any overage in weight and/or dimensions over the quoted dimensions and weight, resulting in additional cost, will be the responsibility of the customerPayment for any overage is due before your goods leave Chicago.When you are ready to proceed please forward the following information:The date you would like to target for service2. All responsible contacts in IL and HI associated with your *** shipmentOnce we receive this information your payment is due. For payment we accept personal checks, bank check, wire transfer or Visa/Master Card/American Express. Bank cards are assessed a 3% convenience fee. If you are going to pay by card please call us at (808)649-0891 and we'll take your information for payment. You can save the card convenience fee by taking a personal check, bank money order or cashier's check to any U.SBank branch and making a direct deposit into our company's mainland business checking account. If you choose this method let us know and we'll forward the information for direct deposit.When your payment is received we'll secure your shipment reservation and forward your shipment number, booking confirmation and all other pertinent information.There are a number of factors that can but, infrequently, do cause delays in ocean shipping. The list of items includes, but is not limited to, environmental, mechanical or security issues at the ports, weather, trucking mechanical issues, road conditions and other hazards that could delay trucking pick up or delivery, union work stoppages and priority loading issues. Priority loading issues concern the ship's loading protocol when essential goods such as military, hospital, household or oher goods deemed essential can't be loaded due to space limitation. In this case autos are offloaded to make room for commodities deemed priority.We appreciate you considering the Kona Container/Car Guy as your service provider.Warmest Aloha,Devenie F*AdministratorKona Container Car Guy***
***
***

Complaint: ***
I am rejecting this response because:The response from KCG shows that they (1) accept no responsibility for the shipping of our items, (2) Were completely unaware of the tracking of our items and vehicle, (3), provided no service when our items arrived destroyed If these things are true, then there is no service that was provided that justifies a cost of $3,which we paid them to be a service provider The only thing that was done was to up-charge us for a container on another company's ship We received no assistance when our items arrived destroyed and were told that we have to deal with the shipping company directly The shipping company did reimburse their charges, but this covers only approximately 25% of the cost we incurred The rest is in damages and replacement of items that were unsalvageable ($4,489.94) and profit that KCG received ($1,324). I provided exact dimensions of the items we shipped prior to palletizing and was given a quote based on these dimensionsThe measurement after being palletized came directly from *** *** *** and was provided to *** After discussion with *** *** ***, we were told that the *** personnel documented a larger measurement than *** *** *** of the exact same item When told that there was a discrepancy, *** personnel told them "don't worry about it" and documented a larger measurement (which translates to a higher cost for us to ship)*** *** *** does have documentation that there was a discrepancy at pick up. The "offering of shipment of the items back to the origin" was less of an offer and more of a threat At that time, we were living on Oahu, awaiting our shipment, and were told our items would be shipped back to Chicago and dropped off on the curb of our previous home, where someone else now lives and is thousands of miles away from our current homeWe had no choice but to pay the fee. I can not imagine how this company feels that they have showed "willingness to assist the customer to the best of [their] ability." They were completely unaware that our vehicle had not left the port in California until the day it was scheduled to arrive in Honolulu I feel that they only became aware of this after being contacted by me several times to schedule pick up of my vehicleA week later, they sent an email that said they had been tracking our vehicle closely and that it was not yet availableHowever, a minute phone call to the port that I made myself revealed that our vehicle had been available for nearly half a dayKCG was content to leave us hanging, which would have allowed us to incur more expenses due to extending a rental car When our household good shipment did not arrive on time, KCG was questioned as to the location of our goodsThe response was "I don't know." This shows that KCG was totally unaware of the tracking, management, and location of our items and vehicle, which is essentially the sole service they claim to have provided usTheir stated mantra (quoted directly from their website) is "on time, on budget and unbroken," unfortunately, none of which are true for our shipmentNot only that, but they are now claiming that our shipment not being on time, on budget, nor unbroken is completely out of their controlIf this is the service they self-proclaim to provide, we did not receive that service. The bottom line is that there is no service that was provided by Kona Container/Car Guy aka *** company that justifies a charge/profit of $1,324.Of note, the shipment of the vehicle was a completely separate charge of $1,930, which we did not dispute even though shipment of our vehicle was significantly delayed, and at which time they were completely unaware of its location.
Sincerely,
*** ***

We feel there are three separate complaints within the customer's statement and we would like to respond to each:1.  The additional $1,324 that the customer incurred when the shipment reached the west coast dock.Customer provided written manifest of dimensions and weight of goods to be...

shipped.  Customer was provided a quotation based on the dimensions and weight they provided.  Customer and we have written documentation that customer was advised that if the cubic dimensions and/or weight of the shipment increased from the dimensions and/or weight originally quoted, any resulting increase in cost would be the responsibility of the customer prior to the shipment sailing.Customer was also requested to provide actual dimensions after shipment was packaged by the company of their choice ([redacted] [redacted]) prior to leaving origin (Illinois).  Customer never provided this information.  If this information had been provided we would have known at that time that the shipment had increased from 120 cubic feet and 850 pounds (dimensions and weight provided by the customer) to 254 cubic feet and 980 pounds (actual dimensions and weight).When the shipment reached the west coast and the certified BOL was issued by the shipper (Dependable [redacted] aka [redacted]) we were made aware of the difference between the quoted dimensions and weight vs. the actual.  Customer was forwarded the documentation from [redacted] showing the difference in dims and weight.Customer was offered at that time the shipment of their goods back to the point of origin at no charge.  Customer declined the offer and paid for the overage ($1,324) in dims and weight.2.  Damage to customer's goods.The shipper ([redacted]) has acknowledged responsibility for mistakenly shipping the customer's goods to Kailua-Kona (Big Island) rather than Kailua (Oahu).  The re-routing of the goods to the final destination during which the damage occurred has resulted in a [redacted] reimbursement of $2,000 to customer.3.  Delay of vehicle.Customer and we have written documentation from shipper ([redacted]) that customer's vehicle was delayed due to the mechanical malfunction of the vessel it was sailing on.  We had been tracking customer's vehicle on line with [redacted]'s tracking mechanism (customer was also instructed in their shipping document as to how to track their vehicle while in transit).  Customer's vehicle was tracking as on time until 9/15/15.  We have written documentation that we notified customer of the delay as soon as we learned of it.Customer also has written documentation in our standard disclaimer that there are situations that can cause delays in ocean shipping (mechanical breakdown being one).We are willing to forward the volume of emails between customer and ourselves that demonstrate our willingness to assist the customer to the best of our ability.  As the service provider we could not control the customer's shipment packaging by [redacted] [redacted] that resulted in a higher shipment cost.  We could not control the actions of the shipper ([redacted]) that resulted in the damaged goods and we could not control the mechanical failure of the [redacted] ship that resulted in the delay of customer's vehicle.

Hi [redacted], I have attached a PDF to this email including correspondence between us and the customer regarding her less than container load shipment.  Originally, when our administrator Devenie sent [redacted] a quote for "[redacted]" service, it notates that her goods would be measured and weighed once picked up from [redacted] in Chicago.  Devenie also had a verbal phone communication with [redacted] advising her that we would need the final dimensions and weight of her shipment once it was packaged for ocean shipment by [redacted].  We also asked her for the final dimensions and weight numerous times in our email correspondence.   The customer would have been notified by [redacted] about the actual cubes and weight. She had to pay them for the service they provided based on the actual cubes and weight they palletized. They would have collected this payment prior to her goods leaving Chicago.   The customer's shipping document states that any overage in the quoted dimensions and weight resulting in a price increase would be the responsibility of the customer.  If the customer had supplied us with the final dimensions and weight after packaging by [redacted], we would have known there was a discrepancy, and we could have notified the customer prior to her goods being picked up. Also, we offered to provide the customer our professional packing/palletizing service.  The customer declined to select our service for preparation of her goods for ocean shipment, and decided to select another company for packaging. If you need anything else please let us know. Mahalo,Lauren [redacted]AdministratorKona Container/Car Guy[redacted]

Hi [redacted], Below I have included the email correspondence I received from [redacted] containing her manifest of goods to be shipped.  We based the customer's quote on the manifest, dimensions and weight provided by the customer.  The customer's quote was based on 120 cubes, at 850 lbs. We offered the customer our preferred level of service, where our crew would come to her residence and palletize her goods, and properly prepare them for ocean shipment.  The customer decided to select an outside source ([redacted] of [redacted]) for packaging of her consignment.  We believe the customer did not give proper instruction to [redacted] as to how her goods should be packaged and prepped for ocean shipment.  We also believe that the overage in cubes and weight could have been a result of the type of packaging [redacted] used. Thank you, Lauren [redacted]AdministratorKona Container Car Guy[redacted]   From: [redacted][email protected]) Sent: Tue 8/11/15 7:55 PMTo: Lauren [redacted] ([email protected]) Hi Lauren,We are getting our estimate ready for the [redacted] shipment.So far we have: 3 large home depot boxes (18"x18x24 each) approx weight 70 lb each4 medium boxes (18 1/8" x 18 x 16 each) approx weight 40 lb each3 small boxes (16"x12x12 each) approx weight 25 lb each1 dresser (42.5" x 37" x 18") approx weight 55 lb1 rocking chair (38.7" x 36.3 x 30.2) approx weight 78 lb1 crib mattress 51"x27x6in approx 15 lb1 crib (broken down) 54 x 36 x 8 - approx weight 54 lb2 bicycles approx 50 lb total1 TV box 24 x 4 x 45 inches approx 30 lbAre there movers that wrap the furniture and take it down, or do we need to do that ourselves?   Thanks,[redacted]

Complaint: [redacted]Hi [redacted],
I do not have documentation or an inspection report of items conducted by the business prior to shipment.  I am aware that by giving the size prior to packaging by [redacted] that the estimate given was not exact. I gave instructions to [redacted] based on what I was told by Kona Car Guy.  I have never shipped items via ocean shipping before, so I did not have any further knowledge of how to tell them to package it. [redacted] was recommended to me by the business, because it is not cost effective or efficient to have them send an entire crew to Chicago to simply package items (I was told I would have been responsible for their flights, hotel and labor, estimating over $3,000). They stated that they often worked with [redacted].  Regardless, I'm not suggesting that KCG is responsible for packaging by [redacted]. 
The liability insurance was through [redacted].  Please note that the certified BOL is from [redacted] and not from Kona Car Guy. [redacted] has noted that the household goods liability insurance is not applicable for this case because the damage was due to their mistake of misrouting the shipment to the wrong island and ferrying it over in improper conditions. [redacted] administration has also clearly told me that they did not change their charge from the estimate at initial pick up. 
I have attached correspondence from [redacted] regarding their concern about the discrepancy in dimensions on pick up. I have also listed an email below from KCG, saying that we would be notified of any overage before our shipment leaves Chicago, which did not occur. We were notified when our shipment was in California and we were already living on Oahu, which left us no choice but to pay the fee. 
As I mentioned before, our real concern is with the service provided by Kona Car Guy.  Their website clearly states their motto is "on time, on budget, and unbroken."  However, they now say that all of these things are completely out of their control.  At best, they are misrepresenting their services. The actual service that they provide is to manage and track shipments that are sent via another company, which we were unaware of at the time of booking.  At no time prior to payment did they inform me that my shipment would be in the care of another company altogether. Even if the only service they provide is to manage and track shipping through another company, we did not receive that service either.  As stated in previous correspondence, they were unaware of the location of our goods and vehicle the majority of the time they were questioned. In addition, they did not attempt to help us navigate dealing with [redacted] when our goods arrived destroyed.  They did not attempt to help us when our car shipment was delayed and notified us the day of intended delivery, only after being asked about it multiple times. 
Sincerely,
[redacted]
Aloha [redacted],Thank you for the updated information you provided and for continuing to consider us as your service provider for less than container load service.  After reviewing your quote please feel free to give us a call at (808)649-0891 should you have any questions.Your quote for door to door less than container load service from origin Elk Grove Village, IL to destination Kailua, HI 96734 is as follows:
DOOR TO DOOR [redacted] SERVICE FOR 1 CRATE - $1,997
1. Pick up crated and prepped for ocean shipment used household goods from any commercial Elk Grove Village, IL address.
2. Delivery of your crate to any accessible residential, Kailua, HI 96734 address. 
*Please note that delivery is curbside.
**Your quote is based on the dimensions and weight you provided plus an allowance for packaging resulting in dimensions of 72"x48"x60" and a total weight of 850 lbs.
 *Your shipment will be measured and weighed in Chicago after packaging and crating.  A certified bill of lading is issued from these weights and measurements. Any overage in weight and/or dimensions over the quoted dimensions and weight, resulting in additional cost, will be the responsibility of the customer. Payment for any overage is due before your goods leave Chicago.
When you are ready to proceed please forward the following information:1. The date you would like to target for service
2. All responsible contacts in IL and HI associated with your [redacted] shipment
Once we receive this information your payment is due.  For payment we accept personal checks, bank check, wire transfer or Visa/Master Card/American Express.  Bank cards are assessed a 3% convenience fee.  If you are going to pay by card please call us at (808)649-0891 and we'll take your information for payment.  You can save the card convenience fee by taking a personal check, bank money order or cashier's check to any U.S. Bank branch and making a direct deposit into our company's mainland business checking account.  If you choose this method let us know and we'll forward the information for direct deposit.
When your payment is received we'll secure your shipment reservation and forward your shipment number, booking confirmation and all other pertinent information.
There are a number of factors that can but, infrequently, do cause delays in ocean shipping.  The list of items includes, but is not limited to, environmental, mechanical or security issues at the ports, weather, trucking mechanical issues, road conditions and other hazards that could delay trucking pick up or delivery, union work stoppages and priority loading issues.  Priority loading issues concern the ship's loading protocol when essential goods such as military, hospital, household or oher goods deemed essential can't be loaded due to space limitation.  In this case autos are offloaded to make room for commodities deemed priority.
We appreciate you considering the Kona Container/Car Guy as your service provider.
Warmest Aloha,
Devenie F[redacted]
Administrator
Kona Container Car Guy
[redacted]
[redacted]
[redacted]

Kona Car Guy was absolutely essential in helping my family relocate to the Mainland, specifically in arranging for the shipping of my 2 vehicles from Kailua Kona to a small town in Nevada. Coordinating the physical shipping over the water (at a better rate than I could get!) was a significant time-saver for me; but even more invaluable was the ability to ship the cars FROM KONA, eliminating the need to rent a car, travel to/from Hilo and dealing with Matson at the shipping point in Hilo. Additionally, Kona Car Guy arranged for my cars to be picked up at the Port of Oakland and delivered to my new residence in Nevada. Absolutely a stress reliever for my family and I! Thank you and well done! TS

Complaint: [redacted]
I am rejecting this response because:
The response from KCG shows that they (1) accept no responsibility for the shipping of our items, (2) Were completely unaware of the tracking of our items and vehicle, (3), provided no service when our items arrived destroyed.  If these things are true, then there is no service that was provided that justifies a cost of $3,321 which we paid them to be a service provider.  The only thing that was done was to up-charge us for a container on another company's ship.  We received no assistance when our items arrived destroyed and were told that we have to deal with the shipping company directly.  The shipping company did reimburse their charges, but this covers only approximately 25% of the cost we incurred.  The rest is in damages and replacement of items that were unsalvageable ($4,489.94) and profit that KCG received ($1,324). 
I provided exact dimensions of the items we shipped prior to palletizing and was given a quote based on these dimensions. The measurement after being palletized came directly from [redacted] and was provided to [redacted].  After discussion with [redacted], we were told that the [redacted] personnel documented a larger measurement than [redacted] of the exact same item.  When told that there was a discrepancy, [redacted] personnel told them "don't worry about it" and documented a larger measurement (which translates to a higher cost for us to ship). [redacted] does have documentation that there was a discrepancy at pick up. 
The "offering of shipment of the items back to the origin" was less of an offer and more of a threat.  At that time, we were living on Oahu, awaiting our shipment, and were told our items would be shipped back to Chicago and dropped off on the curb of our previous home, where someone else now lives and is thousands of miles away from our current home. We had no choice but to pay the fee. 
I can not imagine how this company feels that they have showed "willingness to assist the customer to the best of [their] ability." They were completely unaware that our vehicle had not left the port in California until the day it was scheduled to arrive in Honolulu.  I feel that they only became aware of this after being contacted by me several times to schedule pick up of my vehicle. A week later, they sent an email that said they had been tracking our vehicle closely and that it was not yet available. However, a 5 minute phone call to the port that I made myself revealed that our vehicle had been available for nearly half a day. KCG was content to leave us hanging, which would have allowed us to incur more expenses due to extending a rental car.  When our household good shipment did not arrive on time, KCG was questioned as to the location of our goods. The response was "I don't know."  This shows that KCG was totally unaware of the tracking, management, and location of our items and vehicle, which is essentially the sole service they claim to have provided us. Their stated mantra (quoted directly from their website) is "on time, on budget and unbroken," unfortunately, none of which are true for our shipment. Not only that, but they are now claiming that our shipment not being on time, on budget, nor unbroken is completely out of their control. If this is the service they self-proclaim to provide, we did not receive that service. 
The bottom line is that there is no service that was provided by Kona Container/Car Guy aka [redacted] company that justifies a charge/profit of $1,324.
Of note, the shipment of the vehicle was a completely separate charge of $1,930, which we did not dispute even though shipment of our vehicle was significantly delayed, and at which time they were completely unaware of its location. 
Sincerely,
[redacted]

This complaint has been settled to the satisfaction of our customer

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Address: PO Box 384895, Waikoloa, Hawaii, United States, 96738

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