Hawaii Car Transport

When having to call more than 3 times to obtain an update on our vehicle arrival date the customer service representative told us incorrect information about the arrival and location of our car. When emailing your customer service system to "track my vehicle", emails received simply parroted back our schedule and not the location of our car on the vessel which is not a tracking feature in anyway. Upon pickup today at Kawaihae Harbor our car was filthy dirty and the dirt appeared caked on. We were unable to drive the vehicle without first washing the windows. Also, our mileage increased by 53 miles leaving us without sufficient gas to leave the harbor. We paid an additional $400 for your service that was supposed to be transported inside a container and not in the open and yet our vehicle was worse than when we used Budget Auto Shipping last year that arrived spotless, on time and without any additional mileage on our vehicle. This does constitute theft and a misrepresentation of your service in the extreme. We will NEVER use your service again and will make it our mission to inform our friends, relatives and acquaintances to also NEVER use your service.

Before:
Booking is pretty straightforward but paying first and waiting for booking number and further instructions is different.
Is there other paperwork to fill out? When will I know if my order was accepted? What paperwork is required to make this a seamless process? These are the things that make people reluctant to make online transactions. I had my car professionally cleaned and Hawaii Car Transport still charged me a cleaning fee, don't know what it was for because my car was covered with salty grime when I received it. You want the vehicle spotless when you take possession of it.
After:
It should be cleaned before you return it to the owner. You should provide the Matson Port Number because the Hawaii Car Transport booking number doesn't mean anything to Matson. I never received any communication from Hawaii Car Transport after they took my car. I had to call them multiple times just to get status. Finally, the paperwork was wrong, the recipient and the shipper's names were swapped on the contract. I was lucky to get a Matson employee in Long Beach who helped me get the right documentation and my car.
Conclusion:
I wouldn't use this service again if I had a choice

I called to check on the status of my car which was being shipped from Hawai'i to L.A. And the receptionist was very rude over the phone. When i gave her the same attitude she hung up on me. I called back and asked for her name, she hung up on me once again. I called back repeatedly and asked to speak to another person and she kept hanging up on me. When i asked for management, she said, "good luck with that" and hung the phone up again.

I was done dealing with her so i phoned my mother who happens to live on O'ahu. She went in to your Sand Island office to get some face to face service. The ladies there were very kind, very helpful and very on point with answering my questions. In fact, my questions were answered within the same minute that my mother started asking them and i was able to pick my car up in L.A. That very same day.

Although i was unhappy with the phone service, i was extremely happy with everything else. Thank you, to those who made my first time shipping experience a great one! As for the lady i spoke to on the phone, i pray for better days to come her way!