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Business Profile

Air Cargo

Hapag-Lloyd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Air Cargo.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/28/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 15, 2024, I received an e-mail from ******* ******* at Hapag-Lloyd indicating we had an outstanding invoice for $160. Attached to this e-mail was a statement, but no invoice. I requested a copy of the invoice at that time, but received no response. Every month since then, the same person sends me the same e-mail and I keep requesting the invoice so I can pay it, but no response from Hapag-Lloyd. Now our business is having difficulty receiving international shipments due to the fact that Hapag-Lloyd saying we owe them money. I've left phone messages for Shaliek. I've called the main number but you can't reach a real person and I can't provide additional information because I don't know the information since I can't get a copy of the invoice in question. Nobody at Hapag-Lloyd will return my calls or respond to e-mails. *******'s yearly revenue is $88M, so I assure you we wouldn't have difficulty paying a $160 invoice.

  • Initial Complaint

    Date:06/29/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have been charged additional fees for miscellaneous and detention, despite having a letter from the port stating that the port was closed due to Hurricane ****** in 2022. Moreover, Hapag-Lloyd has accused us of failing to clean the containers properly, even though we have established procedures to ensure the containers are thoroughly cleaned and all signs removed after they are emptied. We have photographic evidence of our practices, yet Hapag-Lloyd has sent us pictures of ***** containers, which are not our responsibility per the contract. The date of transactions is from November 2022 to March 2023.Our business involves transporting containers from the port to our distribution center. However, we are currently facing a dispute regarding fraudulent charges for cleaning and detention despite the port being closed due to Hurricane ****** in 2022.I have attached a file named "Hapag-Lloyd_Dispute_*********** 06.07.2023" that contains all the necessary information regarding the account, order, and tracking number.I still haven't found a resolution, as the charges are fraudulent.

  • Initial Complaint

    Date:10/21/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    HLXU 807690-9, Container number We have had a container stuck in the ******** port of **************************** for 52 days currently. My broker and myself have been emailing weekly with no response. I've been told twice now of a date that it would be sent out on rail and those dates come and go with no correspondence. I have very upset customers that have product in this container and I have nothing to tell tell them. Very upset with how this has been handled.

Hapag-Lloyd is NOT a BBB Accredited Business.

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