Pacific Transfer Reviews (%countItem)
Pacific Transfer Rating
Address: 664 Kakoi St, Honolulu, Hawaii, United States, 96819-2044
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pacific transfer packed me on 12/28/18 and upon delivery at destination the destination movers and moving company owner discovered tampered and damaged ods. for example, a bottle of perfume was removed from its original bathroom box with two other similar bottles and placed in the parts box that only contains bed parts from a dismantled bed. the destination moving company owner opened the stained box and discovered perfume leaked out all over the parts and box and even t on him. when I filed an insurance claim to replace the bottle, pacific transfer stated that the bottle was packed empty and purposefully into the parts box. these lies from my kamaaina are heart breaking. I have called the company three times and no one is returning my calls. the insurance company has denied my claim based on their lies.
This person is not a customer of our company and the complaint needs to be filed with the correct company. No invoicing or money has ever been exchanged between us. We are an agent of *** Van Lines, who is the contracted forwarding/moving company. All contracts and agreements were made between this person and ***, thus all complaints and claims are directed to and run through *** as they process and handle all the claims and for insurance processing with their insurance carriers.
Complaint: ***
I am rejecting this response because: I am the client whose home your employees came to for packing and moving services. I was moved by my company and although I did not pay you, the services were paid for. AI was the one being moved not the company who enlisted your services. That is trivial point. I am the one whose personal ods were stolen and damaged and your team lied about it. When I contacted your office multiple times to speak to the manager Brandon he refused to return my call and never did. It is not March 25. Further, I have documentation from the insurance company denying my claim initially based on your team's lies! I am glad I did not pay for your services and never will. I was simply the recipient of your poor services.
Sincerely
Hello, we received in the mail yesterday a follow up to this complaint.
Let us clarify, we have never denied that we were the origin agent to pack this person. As can be seen in our original response, what we have stated is that this person is not our direct client/customer. Our customer is *** Van Lines who paid us as their agent. For that reason, claims and complaints are filed through them. We do not manage or control the claims and insurance process, *** does. That’s what we keep trying to explain. This person has already filed a claim with *** directly. Through ***, we provided to them all the information to the inquiries that were asked of us in the insurance process. *** runs their own claims process with their insurance carriers. We were advised by *** that this person’s claim was approved by insurance to be paid for the majority of the amount, so we’re not sure what else this person is hoping to accomplish.
We do not understand why this person keeps pressing the issue and states that we have lied. Our crew is being asked to recall what happened with a single bottle of perfume that was packed in a different box and supposedly leaked, in a job they completed 2 months prior. Our crews pack and/or unpack homes every week day. This person assumes that they have lied, and to say that our people lie and that we are a company that lies is offensive. A reasonable person can understand that to ask a moving crew to recall exactly what happened with ONE bottle 2 months prior in a specific home pack out will be remembered to the best of their recollection. We have no reason to believe our crew has lied. The bottle was not missing, it was in a separate box. Our crew would have no reason to maliciously mis-pack or move one bottle of perfume into a different box, what would that accomplish? Our crew believes to their recollection that the bottle was packed in a different box because the bottle was thought to be empty and when the bottle was found and told it needed to be packed, they packed in it in the last available box that was still open. It is possible there was some perfume still in the bottle though our crew believed it to be empty. And if there was some perfume left in the bottle, it is reasonable to think that a bottle of perfume might leak in transit over thousands of miles over the ocean, rail, and truck. There was nothing to prove the bottle was full nor to prove that we were the cause of said leak if the bottle still had some perfume in it, which is why in our industry we have a claims process, and this type of claim is handled by the normal claims and insurance process. And which again, is handled by the contracted forwarding/moving company, in this case is *** Van Lines, with whom the claim was already filed with.
Complaint: ***
I am rejecting this response because: When the Pacific Transfer crew was interviewed about my claims they submitted a response to Webster insurance stating that the bottle of perfume was empty. They claim that they do not have malicious intent and can not recall a packing that happened more than two months prior yet definitively provided a status that the bottle they packed was in fact empty. If you cannot recall from two months a*** then be honest and state that rather than no. Their initial no response lead to my claim being denied. Further, if Pacific is claiming to not have any motivation to lie then why did no one respond to my calls when I called the office prior to this escalation process? I left multiple messages for the manager, Brandon who ignored my calls and messages. Why to this day has no one responded but rather only been argumentative with me via Revdex.com and facebook? I have attached a picture of the denial email from Webster insurance stating the denial and no response from Pacific. If Pacific were a reputable company and subsidiary of *** they would have taken accountability from the beginning to avoid this mess and escalation.
To clarify, my company relocated me utilizing ***, however, my income reflects the moving costs and I am being taxed on it. Therefore making me an indirect customer through billing but a direct customer for services. If Revdex.com and Pacific was to skirt their way out of accountability and responsibility through this loophole, there is nothing I can do. I was and am still the recipient of their poor service, lies, and continued argumentative behaviors towards a customer. I will continue to share this horrific customer experience with my family and friends on the islands.
Sincerely