Hawaii Car Transport

Was not notified of change in shipping schedule due to COVID and had to use a rental car for one week

If you have an existing reservation and cannot get a hold of anyone on the phone, call back and enter #2 for a "new booking" and you will speak with the sales team. They have all the same information and will pick up the phone immediately if they think you are making a new booking. Don't let them "transfer you to the correct department", because they probably have the information you need.

Or create a new (fake) booking quote online and they will call you back right away. They are very good about getting you booked and getting your money, but not good at answering the phone for existing bookings.

The problem with their customer service is that there are two different departments, and the wait times are vastly different. The difference being 90+ minutes on hold and becoming very upset with them, or having someone answer within 2 minutes and giving you the info you need. If they could be as efficient and respondent with handling existing customers as they are with potential customers, review scores would be much better. Hopefully they can sort this out.

I had a very difficult time finding where to pick up my car, the address was really not correct and the person who I called at the phone number given to me didnʻt have a clue. The paperwork was not ready for it when I finally did find out where to go to pick it up.

I confirmed twice that I could ship tires in the vehicle and was told it would not be a problem but upon arrival I was told they had to be removed. This was a huge inconvenience, money wasted and time wasted due to being given the wrong information.

Texted back to your automated messages and didn't work. tried calling, no one picked up. Had various questions with no answers so far but I have no other options because I fly out to Hawaii tomorrow

Easy and quick but there was more scratches on my vehicle then there was when dropped off. I actually just had a paint job done due to some damage before shipping vehicle. I paid extra for vehicle to be dropped off to my door and claim was made the auto transporter for me but I have not recieved a follow up call ,email or anything . Guess I need to follow up on my own tomorrow to check status on claim.

the website is unclear about when you actually need to drop off your vehicle before the cutoff date. i could only get the correct information by talking to a customer service rep.

Terrible communication. The people who called me were: a) tough to understand, b) rude, c) didn't leave their extension number (although they always asked that I call them back), and d) totally unprofessional over the phone and lacking common courtesy / manners

The car was supposed to be ready for pickup on the 11th of November. It didn't get there until the 20th. From the time they picked the car up until it was delivered took a month. There was also some damage to the front bumper. They said they would cover the cost of fixing it, but it is just that much more time without the car.

When I first contacted your booking agent in November I told him, "I absolutely have to pick up my car no later than January 2nd in the Oakland port, and based on that when do I need to ship it?" I figured I was being clear and leaving plenty of time for transport. Because shipping vehicles is your business, I trusted what he told me and booked with your company, but on January 2nd in Oakland, the port said my car wouldn't be ready to be picked up for several days! In a panic, I contacted your office and the agent explained that the ship arrived in Oakland by January 2nd, but the unloading of the containers of cars takes several days. This situation was not what I had been told by the booking agent, and because of his gross miscalculation in timing, it ended up costing me additional hotel accommodations, train fare, taxi fare and lost productivity. Due to this frustrating and costly experience, I will be using a different transport company for my next vehicle.

Received my vehicle in perfect condition. Booking and getting the car shipped off was super quick and easy. It actually surprised me how quickly everything got done. On the down side, they do not update you with tracking information on your vehicle. You have to go online to "request" tracking info, which also, if you request the info on the weekend or a holiday you will not receive anything until the next business day. I guess someone has to physically send you the information. That part of this process changed my whole out look on this shipping company because its a little annoying that I cant know where my vehicle is on my time. Also to note, sometimes they do not even get back to you when you do request your tracking information. The first 3 times that I requested something I got no response to which I then had to call in to receive an answer. I was told that my vehicle would be here on January 3 to which I received a call saying that it would actually be coming on the 4th. When I told them that I would not be home to receive my car that day, the driver told me that he could deliver it on the 3rd but that it would not be here til 12 or 1 in the morning (which is technically still the 4th). I didn't like the fact that I had to wait up all night for my vehicle. The driver that delivered my vehicle had a very strong accent and it was very difficult to communicate with him. Last note, I live on a military base, and when I told the driver that there was a specific gate that he had to go through in order to be allowed on he went to the wrong one which made it even harder to get my car. I guess that's where having someone I can communicate well with comes in to play

recieved car with a few extra scratches on the front headlights.
also the process of talking to the representive on the phone was a complete JOKE....
they were based in New York and here i am in Hawaii asking them questions about my car in Hawaii.
Would have liked to deal or talked to someone who was based here in Hawaii who knew about the registration laws, drop off area and more about the time changes.

Many dents on my doors, looked like the just flung the doors into poles or whatever was next to the car. did not care for the car. Just wanted the money for the service.

the price that was quoted on the initial look up was less than the quoted price over the phone. need to get both systems on the same page

I contracted with Hawaii Car Transport to deliver my Jeep from Las Vegas to Hilo, Hawaii. The company was initially eager and responsive to arrange for pickup of the vehicle from my home in Las Vegas and ground transport to Long Beach, California shipping port. Since my stay in Hawaii was limited to 2 weeks, I stressed the importance of having the vehicle delivered as early as possible since I needed the Jeep to pull a utility trailer. The first few company representatives were accommodating and scheduled a pickup of the Jeep in Las Vegas so that the vehicle would be delivered to the shipping port in Hilo on December 26, one week before my arrival in Hawaii. This required the vehicle to be picked up from my home in Las Vegas by December 12. My sons were able to complete the after market modifications to the Jeep prior to the pickup, although they had to take off a day of work in order to have this done in time. The vehicle was picked up on December 12 as scheduled, but was not delivered to Long Beach until December 15. I was told by Matson shipping company that the ship scheduled to transport my Jeep across the ocean had left the day before. Further delays on the part of Matson shipping company delayed delivery of the Jeep to Hilo until January 11, at which time I was able to pick up the Jeep, 3 days before my departure from Hawaii.
When I reminded the staff at Hawaii car transport company about my time constraints shortly after vehicle pickup, I was then told that they were unable to guarantee a vehicle pickup time in Hawaii ( which they do state within the fine print of the customer contract ). The fine print also limits the liability of Hawaii car transport to only $ 1000 for vehicle damage or loss.
I would recommend that people interested in transporting their vehicle contract directly with Matson shipping company for transoceanic shipping of their vehicle, and contract with a different ground vehicle transport company to have their vehicle delivered to the closest available shipping port.

I was told that a price increase would go in effect on Sep 1 but if I placed the order when I did (Aug 21), the old price would be honored. I had this in email. but later, I was told that my contract price increased due to the price change on Sep 1. Since I was already too far committed, I went along with he change

I have been trying to contact Hawaii Car Transport to clarify cancellation policy. I couldn't get hold of anybody after hours of waiting on the phone. Didn't get reponse to my email either.
It is impossible to trust our car to people who are so unresponsive.

No one called to tell it was delayed. Then the day I was told to pick it up was a holiday and I didn't even think about it till the night before. So had to rent my loaner car 4 extra days

I have used this company more than Five times and when I got a quote online it was not the same after your rep stated it was more. That was very disappointing and I am disabled , and the spouse of a Disabled Vetetaran

Although we where told on the front end that our car would be dropped off at our home it was not. The driver contacted us with two hours notice and refused to come in to our home. He told my husband that he had to meet us at a Walmart and would need to be there at 10:30pm that night to pick up the car. After telling him that was late and would not work for our family he didn't give us an any other option. He stated if we didn't get the car then he would be heading south and would not know when he would be able to return and our car was in his way of is next drop off.
It was very frustrating and very poor customers service.