Royal Hawaiian Movers Reviews (%countItem)
Royal Hawaiian Movers Rating
Address: 3017 Ualena St, Honolulu, Hawaii, United States, 96819-1915
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+1 (808) 836-4548 +1 (808) 873-0010 +1 (808) 432-9599 |
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I had the worst possible experience with Royal Hawaiian Movers last fall. Hired them specifically to move a piano and other boxes to my storage facility and then to move the rest of my household to my new home. The day they came to move the piano they only sent TWO guys, when I had explicitly booked three for the piano, one of whom could barely lift it. They spent over an hour lifting and dropping the piano across my yard, at one point leaning it on one leg until it almost broke to get it into the truck with sweat pouring all over the wood surface which permanently destroyed the finish.
On the day they came to move the rest of my household things they arrived late, their three workers came in the door scowling as I showed them all the boxes I had ready to go, all labeled. I had another moving company there cheerfully loading all my garden stuff in another truck. Came back to find Royals crew haphazardly throwing boxes on their dolly, bumping my koa chairs into doorways. Boxes labeled 'keep upright" were upside down. Boxes labeled fragile were in their truck with furniture piled on top. They called in a new crew, then another crew.
The other movers I had hired had already loaded a MUCH more difficult truck full of odd sized and fragile potted plants, a kayak, compost bin, tools, all wrapped and protected expertly for transport while Royals crew were still scratching their heads over how to move a latex mattress, a lamp. It was a horrific experience, taking over 7 hours of mostly wasted time waiting for different crews to arrive. It was nightfall before they were even done, with me having to supervise and advise new people each time. Time I had planned to be loading my car and finishing up my labeling.
To add insult to injury they also left so much trash behind in the street and in my yard- water bottles and soda cans, lunch plates, packing material- that my neighbors called to complain.
I would NEVER work with them again. Moving is stressful enough without your moving company making it more so. I paid almost double for this company assuming they were more experienced. Don't waste your money!!
Let me apologize for your terrible experience with my Local Move team at Royal Hawaiian Movers. We strive to exceed all expectations on every job and we take it very seriously when things don’t go as planned. Every job has it’s challenges and your jobs were no different. In spite of those challenges the crew should have maintained their professionalism and completed the jobs with respect to you and to your goods. Leaving trash behind is never acceptable. The crew that provided you such poor customer service is no longer in my employ.
I understood your frustration when you received your invoice and I worked with you to find a mutually agreeable amount for the services that were rendered. I was open to hear your concerns and I worked with you to find a fair resolution.
You are right… moving is stressful. Your movers should not make it more difficult.
Once again let me apologize for your awful moving experiences and please understand that if you need anything in the future my staff would be personally involved to assure that the job was done right.
Since June 2018 I have been working with Royal Hawaiian Movers on a moving claim for items delivered in June 2018. I have sent them multiple pictures, and pages of excel spreadsheets detailing information about the damaged items. I've provided the year purchased, purchase price, brand, model, store where item was purchased, and age of item, in addition to detailed description of damages. In some instances I have provided this information multiple times for the same item.
Today, Royal Hawaiian Movers notified me they will only provide "$632.70 of the full amount claimed of $6,919." I am still left without a lot of my items, due to damages beyond repair, and the remaining items still need repaired. The amount they are offering is less than 10% of the total value of the claim.
This is a uniquely challenging claim for us. This shipment was originally a Department of Defense shipment through normal household goods process. When the shipment arrived on island the government allots a certain amount of storage days at destination called storage in transit. After the free time in the DOD process has been exhausted one of two things can happen. The first is the service member can petition the government for an extension of SIT, if grant the shipment remains under the control of the DOD. The second is if the government denies any further extension of the SIT, the shipment converts to a commercial storage. This is what occurred in this case. The maximum liability limit for commercial storage is $.60 per pound per article. Once the service member files a commercial claim with us as the destination agent our responsibility is to settle the claim within the parameters of the commercial storage agreement. We cannot be held liable for damage that occurred at origin or through the transportation portion of this shipment. We only had control of the shipment once it arrived in our warehouse. We attempted to settle this case for the full amount under the $.60 per pound per article stipulation. If the military members wishes to file a grievance through the Military Claims Office, they will open an investigation and may grant the military member additional compensation from the TSP (transportation service provider). I hope I have explained this situation as clearly as possible. We hope the military member can find additional relief through the MCO.
Sincerely,
Royal Hawaiian Movers
Complaint: ***
I am rejecting this response because:
Everyone one is pointing fingers, but at the end of the day, my items were damaged, most of them beyond use.
The compensation provided does not even cover the replacement of one large item that was damaged.
I followed all directions precisely. I provided dozens of pictures, spreadsheets, and extensive detail for all items regarding their specifics.
This case has costed me a lot of time, I'm still out of all the ruined items, and spending more time trying to get compensated for damaged items.
Due to my job, I'm in a clinic seeing patients 4/5 days per week. The other day is dedicated to military training. It's impossible for me to take time out of clinics to go to a military claims office, so I will be looking at putting in personal leave.
I did not ask to move to Hawaii, the military put me on orders to move to Hawaii, and any items damaged in the move should be fully compensated for.
Sincerely
Movers did not pack items in location specified. Kitchen cabinet and items were pointed out during initial quote and pre-packing walk through. Items were subsequently thrown away. Seeking adequate compensation for irriplaceable items as well as items that have a quantifiable value. Additionally, seeking compensation for charges incurred from property management for not clearing out personal items.
Aloha,
It is really challenging to leave a proctor behind to show movers what needs to move. This is especially difficult when we are only doing a partial pick up. We must relay on what is shown to us on the day of the pack out. Things often change from the time of the survey to the time of the actual move. It is our goal to provide the best customer service but we must be shown the correct items to be packed. We also walk the residence with the client or the proctor at the end of the pack out to ensure that everything has been packed. It is unfortunate that items got left behind, that is certainly not our intention. While we have no obligation to provide any claim relief in this case we did offer a good faith gesture of $250. I included a copy of the performance report that clearly shows everything being packed and loaded into the shipment.
Sincerely,
Dennis S
Vice President
Royal Hawaiian Movers