Complaints

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.

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Requested a refund due to dates being too far out for shipment and poor customer service. Paid ******* for two vehicles to be shipped. Had to file a dispute with bank, due to the lack of confirmation of refund and poor communication from Pasha. Please issues my refund in full or I will file an attorney generals complaint. Cancel Bookings ****** & ******

  Business Response

  Date: 06/23/2025

  Dear Mr. ******************* refunds take up to 48 hours to process. Booking was made on 6/10/2025 and the request to cancel was 6/11/2025. We have received your request to cancel. both bookings and processed the refund in full back to the card used to pay for the bookings on 6/12/2025.Please let me know if you need anything further. 

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 June 1, 2026 I went to ************************** to request a quote to ship my vehicle from Hawaii to ********. On there website under the tab "ship a car," they stated there **************** to ship a vehicle from Hawaii to **********, "Our pricing for **************** starts at $920." It also stated that, "Pasha Hawaii salutes our **************** Members. Active ************ Members will receive a $100 discount on their Hawaii booking to or from the mainland." When I received my quote, quote number Q15009, via email from ************************** I was quoted $1070 for Ocean rate minus $100 for military, which brought it to $970. When I called and asked why was I charged $970, I was told by customer service that the rate changed, and when referred to them to their website and honoring what was posted, I was told "your quote is your quote, that's not going to change and management aren't going to be able to do anything about it either." Their website, ***************************************************************************************************, is misleading and false information and advertising.

  Business Response

  Date: 06/10/2025

  Dear Mr. ************** am sorry for the inconvenience this has caused and our website has since been updated. We are currently in the process of issuing a refund of $150 back to your card. You should have it in just a few days. If you have any other questions please feel free to reach out to us.

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I requested a refund from Pasha Hawaii on August 16th, 2024. They responded on August 17th, 2024 stating "I have submitted the request for a refund. There is a $75 cancellation fee and you will be refunded $2475 USD. Once the refund has been complete you will receive an email confirmation receipt.". I received no receipt. I emailed on August 31st, 2024 asking when I could receive the refund, I received no reply. I sent a follow-up email on September 3rd, 2024 requesting the refund again. I received a response the same day saying the refund would be processed and received an email minutes later stating I would receive a credit of $2475 USD. However, that same day I was CHARGED $2475 USD on my credit card! This is completely unacceptable, I do not have $2475 USD in extra space to just randomly charge on my card! This is beyond outrageous. I am requesting a full refund of all amounts paid and for them to waive the $75 cancellation fee. This would be a credit card CREDIT of $2475 USD (repeat charge) + $2550 (original amount). The inconvenience of a $2475 USD charge is inexcusable.

  Business Response

  Date: 09/06/2024

  First and foremost, at Pasha we pride ourselves on making our customer's moves as seamless as possible.  When those efforts fall short, for whatever reason, we feel it is vital to do what is best for the customer with urgency.  To that end, we regret that ****************** has had any negative experience with his interactions with the Pasha Group.

  We have had several conversations regarding this issue with ******************, at least one of which is attached to this response.  In short, there was never a duplicate charge on ********************** credit card.  In the attached correspondence, ****************** acknowledges there was no duplicate charge (email from ****************** on September 5, 2024, at 12:41pm).  That same correspondence includes notification from one of our Sr. ********* that a refund of $2,475 is in process and should be completed within three to five business days.  It is possible this refund has already been completed.  The $75 cancellation fee is written into our standard contract and will not be refunded at this time.  

  Again, we regret ****************** went through this hardship and misunderstanding and hope that he will consider using The Pasha Group for future moves.

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Got a vehicle shipped through pasha that was experiencing an oil leak beforehand I took the truck to the dealership to fix the oil leak, but the warranty claim got denied and it was not covered. Per the shipping agreement. The vehicle must not be leaking any fluids. So I called in and requested that the truck be shipped as non-operable when this was done I had to call back multiple times to reconfirm that it was non-operable because online it kept on saying that it was run fine upon the date of drop off, we had to drain the oil in order for us to ship the vehicle, when we went to drop off the truck, we got denied to give it to them because their paperwork said that it was still operable and they werent gonna take a truck thats getting towed in. After speaking with a service advisor and management they were able to tell in the shipping yard that the truck should be shipped is not operable and its a paperwork mistake. Advisor at the yard told us that this happens all the time and it will be in our best interest to undo the batteries to make sure no one tries to turn it on after the truck arrived at its destination we went to go pick it up and put oil in it and noticed that the hood was popped. The battery cables were put back on. We went to turn on the vehicle and the vehicle would not start we noticed There is pressure in the radiator and the starter screws were undone We got it towed to the dealership and they said the engine is seized and it will be about $32,000 in order for a replacement to be done. I submitted a claim to pasha. They finally got back to me, saying that they denied the claim because the vehicle was called in broken on 01-02-2024. Yet I told them that I had an estimate from **** dealership stating that I just had an oil leak and it was still running fine prior to shipping. I called Pasha to correct this and they said since I told them over the phone it was broken which I do not recall and they cannot provide me with a recording there not liable

  Business Response

  Date: 08/15/2024

  From investigation:

  * Bill of Sale dated 12/28/23 is reflecting the mileage as 148055.

  * Customer, ********************* called ******************** ****************** 01/02/24 stating his vehicle, 2015 **** F-350 Super Duty broke down while on the way to Pasha's shipping yard located in *********, ** and he wasnt sure how long it would take to get it fixed.

  * Customer, ********************* called ******************** ****************** 05/08/24 to advise he will need to ship his vehicle as inoperable to which the drop off shipping yard location changed to Road One located in *********, ***

  * Unit delivered to Road One located in *********, ** 05/17/24 by authorized person, **************************** to drop off on behalf of *********************. Inspection completed with authorized person, **************************** and Road One off dock facility located in *********, ** with comments section reporting "INOP no oil". The customer stated to the Road One inspector that he had drained all the fluids from the vehicle so the Road One inspector recommended that he disconnect the batteries so no one would try starting it.  The customer disconnected the batteries before the Road One inspector completed the inspection and Road One Facility transported the unit to ************* port on a flatbed transport on 5/22/24.  Confirmation from the Road One inspector, at no time was the vehicle started in our possession since both batteries on this unit were disconnected.  

  * National City port completed their inspection 05/22/24 and confirmed vehicle was noted as an inoperable vehicle and was therefore placed with the port non-runner and towed onto the vessel bound for Kahului port.

  * Confirmation from ******* port stating unit was rolled off the ship.

  * Email from Destination off dock facility ******************* ***** Housing 06/13/24 confirming this vehicle was a Kahului port pickup.
  * Customer, ********************* picked vehicle up from ******* port 06/07/24 10:30 AM.

  Vehicle was inoperable before it was tendered into Pasha control.  All movement was either through tow or flatbed transport.  The unit was not driven at any point in the transport.

  Customer is claiming repairs for the long block remove & replace (consists of a cylinder block fitted with pistons, rings,connecting rods, crankshaft and all bearings, cylinder head(s), camshaft(s),timing chain or belt and sprockets or gears).  

  This is essentially a new engine to replace the one delivered to Pasha in an inoperable state.

  Claim will remain denied.
  
  

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22143937
  
  I am rejecting this response because: I had to call Pasha multiple times the week before shipping in order for them to correct an issue that they said was corrected The issue at hand was that their paperwork kept on saying that my car was operable when it shouldnt be. Me being a very detailed person, making sure everything goes as planned each time I spoke to representative they knew that I had an oil leak but I called them a total of 14 times explaining the situation from the start date of ****** till the shipping date. And the breakdown that they are speaking of was when I was on my way to Pasha to ship my vehicle the first time it was leaking oil. The vehicle had enough oil to the oil dipstick low line to where I knew I wasnt gonna be driving it anymore because of the oil leak not because of a seized engine. I then took the vehicle into **** of downtown ** and had them do a thorough inspection on it. Not only are they able to test drive the vehicle and fix the turbo issue but they also said at the time the vehicle was running and just had an oil leak on it. After that was said i called pasha and told them that I need to swap the shipping over from an operable vehicle to a non-operable vehicle. The vehicle was in use up to the day before shipping. Ive been requested that he (**************************) drain all the oil that was left over in the truck and wipe it down as clean as possible so that it didnt spill anything and it wouldnt get rejected for shipping. Oil was drained. I called a tow truck and told him that the truck had no oil in it so I need to be towed to the shipping yard. Upon arrival we experience multiple issues with the advisories on site because they will not take the vehicle due to there paperwork issue stating that the vehicle is still running. The advisor on site told us to disconnect the batteries because this happens all the time and people will turn on the truck looking at the paperwork because its still saying that its an operable truck. So after that was said he disconnected the batteries and it was accepted after I was on the phone for about 30 minutes with Pasha customer care trying to get them to correct the issue, finally they said that they were going to push it through not that it was corrected. when we went to pick it up from the shipping yard, we immediately noticed that the batterys were connected, the coolant reservoir shot out coolant and  pressure in it and it took about five people from the shipping yard after arrival destinations to try and jump the car and get it running but nothing worked. Im also confused on how they can say that the vehicle is marked as an non operable, as I have a screenshot after the vehicle arrived at the dock that is still operable. not only was I not able to drive the truck off that day I had to call a tow truck to get it towed off the dock. I have documentation not only from the **** of downtown ** showing that the truck is operable after the phone call they are referring to. This includes diesel receipts, text messages between friends, family, etc. about when I was coming to pick up the truck as well as the diagnosis for the downtown **. I am also requesting that the company, brings forth any call logs or notes on the account for persons or person pertaining to the account or vehicles for clearer understanding, and also transparency between what was said on the phone call.
  Sincerely,
  
  *********************

  Business Response

  Date: 08/19/2024

  Regarding the customer service issues raised we have passed on to our CS team to pull transcripts of the conversations and check the call logs to understand the situation in more detail.

  Regarding the customer's concerns over the battery the following relates to how and why it was connected:

  JA 491w came in and this F350 was parked on deck 6 hold 4 in the corner. Mechanics tried to jump the truck to move it out of the corner, but it did not start, we then pushed it off the ship.The truck did not move from its location once taken off the ship.
  Customer came to pickup truck before lunch on Friday with oil in hand, he put oil in the truck and tried to start the vehicle. The truck did not start our clerk called our mechanic at KT&S for assistance to jump.  Both batteries were tested and needed to be replace. Customer left and the second time he came back after lunch with new batteries. He changed the batteries himself and it still did not start. He then got a tow truck; we stayed open late to wait for the tow truck. 

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22143937
  
  I am rejecting this response because: we are waiting for video voice call transcripts to be approved. Even with that being said, I still have a dealership Marked inspection that states that the vehicle is still running and was running before shipment. I also have detailed diesel receipts from multiple gas stations before leaving as well as videos on my phone of me driving the truck before shipment. I dont know why were waiting on phone calls when I literally have proof that the vehicle was running before shipping. And undeniable proof that your system is and was flawed, and I called them multiple times to correct this issue because I knew this was gonna happen. Nevertheless, whether they pushed it off the boat or not when it was dropped off in your hands, it goes through a process of which every employee or the middleman dealing with this truck had a paper copy of it, saying that it was operable due to your error in the system I called about. which any point in time it was turned on. And also they still didnt answer why the batterys were connected. The batteries are disconnected before shipping (which was advised by your advisor on site) and when we arrive the batteries are connected. As a nonoperable vehicle (as told by representative over the phone), no one shouldve touched the truck in anyway or form even if marked as non-operable. As well, she added that they shouldve known that if batteries are disconnected, it was disconnected for a reason and it was confusing to her. Thats why they connected it. (this was from my phone call after receiving the truck at the dock not working.)
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/22/2024

  We have provided details of why the battery was connected and that the unit would not start.  It was inoperable as booked.

  The unit was towed to and from the vessel.

  The customer arrived and attempted to start the vehicle.  He brought in new batteries and it still would not start, resulting in it being towed.

  The unit was completely inoperable while in Pasha possession from the time brought in until delivered out.

  We have multiple mechanics and terminal staff who all confirm the inoperable status of the vehicle and the owner's actions to get it going prior to being towed off at delivery.

  Business Response

  Date: 08/27/2024

  We can only reiterate what has been provided thus far.

  The unit was received in inoperable condition and booked as an INOP.  That entails it is not driven but towed or pushed to move from one location to another.

  The battery was disconnected for transit and was reattached on board vessel to see if it would turn over to move it out from the wall where it was stored.  

  It would not turn over so it was towed from its location to the spot on the dock where the customer attempted to start with the same results.  The customer then attempted to start using 2 new batteries but it would not start.  He finally called for a tow.

  The vehicle was tendered to the customer in the same condition as received and transported as booked, without being driven.

  The other discussion elements are related to the customer service staff interaction with the customer regarding the booking.   We will continue to review these documents as they become available to determine if there were any issues with the booking process and as a means of improving our customer communications.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22143937
  
  I am rejecting this response because: once again. Truck was in perfect condition before dropping it off other than the oil leak and I have a written receipt to prove it. And once again you guys said you received it as not working which is false, I had the truck sit at LAX for a total of 63 days straight and I have a parking invoice to prove it and it started right up. On the paperwork it still reflects and has reflected that it is a running vehicle and it wasnt and I called in multiple times to get this corrected over the phone and even paying $500 more for the shipping. Also every step of the way Ive been rejected shipping becuase if the paperwork and also had to call someone becuase the paperwork still said it works. Which means every person who had paperwork for the vehicle showed it was operable. Unless you sent out an email or phone call ahead of time to let every person know who was gonna touch the truck that there was a mistake you cannot justify that it was marked as non operable. Let alone you stated you tried to start the truck to move it off the dock when it was towed in. Why would you try and start a non operable vehicle if the paper work said it wouldnt start. Besides that why were the battery remained connected?? Why was the Coolent built with presser, why were the starter screws undone. And my other concern is the lack of accountability. How do you guys have all this information, phone calls, paperwork, emails, receipts etc. and still claim its not your fault. Ill be posting screenshots below.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  This is very simple. My car arrived with several scratches that were not disclosed. I emailed photos of the scratches to the adjuster, *************************, and she has not responded. It has literally been one month, including follow-*** by me. Looking at all the complaints, this seems to be how they operate. One more vote for do not use Pasha for shipping.

  Business Response

  Date: 08/02/2024

  Pasha requested additional photos to clarify the damages being claimed.  Pasha teams should have followed up when further information was not forthcoming.  This has been addressed. In order to expedite the resolution of the matter, the claims team have reviewed the close-up photos provided and will be addressing the claim directly with the claimant in accordance with the contractual shipping terms and conditions.  

  Customer Answer

  Date: 08/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Contacted Pasha Hawaii via email to get information on shipping a personal vehicle from the mainland (******/******, **********) to *******, Hawaii. I was told to book online. I booked online on 7/26/2024 using the transit schedule sited by Pasha Hawaii. My payment was processed and I received a shipment tracking number. However, when I tried to look up the tracking number on the website, I kept receiving an error message. On 7/29/2024 I contacted Pasha Hawaii via phone to see what the issue was. I was first told that the booking I made was never an option but because its a computer, it still processed my payment. I was told I would not receive a full refund (less $75 of the $2500 payment submitted). I asked when I would receive the refund of $2425 and was told Im not sure and we dont know. I asked to speak with a supervisor, who communicated that the vessel was scheduled but was cancelled/redirected by Pasha Hawaii. He (*************************) stated that he wasnt sure when I would receive my refund of $2425 and that there was no way I, as a customer, could contact accounting to find out when to expect payment, nor could I expect an anticipated date of a refund within the next 48 hours. I am in the middle of driving my car from ******** to ******, ********** to be dropped off on 08/03 per the booking made and thus am having to rebook with a different company and completely change ports. Pasha Hawaii did not communicate changes made to me and is not communicating when I can anticipate a refund.

  Business Response

  Date: 08/02/2024

  The Pasha Group deeply regrets the confusion and overall experience these customers had and agreed with their request to refund their payment in full.  We received that refund request on July 29 and took action on it July 30.  It is possible, perhaps even likely, those funds have already been returned to the customer's account.  Again, we regret the experience and hope the customer will consider using our ******************** in the future.

  Customer Answer

  Date: 08/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. After making yet another phone call to Pasha Group yesterday, we finally received our refund in full. 
  

  The issue wasnt so much the money but the customer experience in full. We followed directions as instructed by Pasha, then the payment was accepted despite schedule changes. Then we were blamed for booking online by your staff and told there was never a vessel leaving for ****. Then asked to speak with a supervisor and were told the vessel was redirected. Then the refund process was by far the most confusing customer experience either of us have ever experienced. We will not be recommending Pasha Group or using their services ever again. We sincerely hope that Pasha dedicates time to improving the customer experience.

  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/04/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I booked a shipment for my vehicle on May 8, 2024, (Booking number ******). I dropped off my vehicle at the Pasha Hawaii drop-off location on May 17, 2024. Pasha employees inspected the vehicle for any damage to the vehicle. Pasha employees spent 15 minutes with light wands going over my vehicle. The employees found no damage, scratches, ******* cracks, etc on my vehicle. They had me sign paperwork electronically and emailed me a copy of my vehicle inspection and drop-off paperwork. My vehicle arrived in ********** on May 29 and was released to the consignee on June 5th. My vehicle was delivered on June 14th. The driver delivering my vehicle immediately told after getting out of the vehicle my vehicle had scratches when he picked it up from Pasha's lot. He showed me pictures and a video. I inspected the vehicle and found more scratches and the back window chipped in 2 locations. I sent an email notification to Pasha and filed a claim. I sent Pasha pictures and also the pictures and the video from the driver. Pasha wanted quotes to fix and I got those (~1800 to fix damage). Pasha denied the claim stating normal wear and tear on the vehicle. I told Pasha my review of their company would be reflected in how they handled my vehicle for shipment and would file a BBB Complaint. Pasha responded wanting more pictures and information. I sent what was requested even though I had already sent this to them. Pasha requested more pictures after that. There are scratches and ****** (into metal and fiberglass) in numerous locations on my vehicle and the back window is chipped. I drove the vehicle for over 5000 miles before giving it to them for shipment and no damage to my vehicle. I give it to Pasha for a couple of weeks to ship and comes to me with damage(scratches all over the vehicle and chipped window) and Pasha says normal wear and tear. No apology ever from Pasha, usually form letters, and say normal wear and tear. Now I am getting the runaround.

  Business Response

  Date: 07/09/2024

  Customer is claiming damages to the left fender however we have not received a response to our Jun 27, *************************************************** that area.  Our denial of the claim arises from the nature of the claimed damages.  The shipping terms which the customer agreed to in writing on 5/8/2024 set forth that minor damages which are not readily apparent are considered normal wear and tear.  Pasha's agents do not inspect nor assume liability for such damages as might be caused by normal use.  The origin and delivery pictures provided are from our vendors and are at a level of inspection for normal vehicle receipt and delivery.  The customer inspection was in very close proximity and beyond what is set forth in the terms and conditions of shipment.  Please see various photos and documentation regarding this matter at outturn which do not exhibit damages as would be found through normal inspection.  The customers close up examination as provided in their pictures was something Pasha would not have noted as it would be out of the scope of the shipping terms.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21942475
  
  I am rejecting this response because: 

  1. I did respond to their email on June 27, 2024, and sent more pictures as they requested. After I sent those then wanted more pictures. After I and the driver they hired sent video of my vehicle. See attached. 

  2. Minor damage in my estimation is a small scratch or two. There are numerous scratches all over my vehicle, 18 in total, in multiple locations on the vehicle. The back window was chipped (twice), and there is large scratch on the vehicle. 

  4. Quote from Safelite to fix the back window was $836. Repairs to fix the paint scratches quotes were just over $1100. I would not say that $1936 as minor damage to a vehicle. 

  3. I gave them the vehicle with 0 damage after driving the vehicle for thousands of miles with 0 damage. 

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/16/2024

  As we have previously provided in response, our signed contract with the customer specifically excludes normal wear and tear.
  Pasha contracts with our receiving and delivery vendors to inspect for damage which is readily evident from 3 feet or more back (as evidenced by the pictures of front and rear origin/destination photos provided). 
  They do not conduct a detailed paint or glass inspection for small nicks and scratches, nor do they take photos at that level of detail.
  Our receiving and delivery documentation and photos do not show damage at the level we contracted for.
  The customer states we received the picture of the fender and which we have requested. Unfortunately, we do not have it.  We also have not seen a video as was indicated.
  If he would provide the above to our staff, we will continue to evaluate

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21942475
  
  I am rejecting this response because: I sent the email response to them and was attached to my previous rejection. I also have the email and response from PASHA after the video was forwarded to them of which the video was taken by their carrier that they hired to ship my vehicle. My car was being shipped, it was not being used. Shipping a vehicle is not ordinary use. I drove the vehicle for over 5000 miles with no scratches, dings, or damage to the vehicle and I pay PASHA to ship my vehicle (not use, drive, or the like) and it comes to me with damage. Basically, PASHA are saying that if we ship your vehicle expect it to be damaged. Estimate to repair the back window $634 and estimates to repair the scratches over $1000 for a vehicle to be put on a ship and then a truck to be shipped to me. $1600 plus in damages is not minor damage and not normal wear for a couple of weeks that the vehicle sat on a ship, truck and at the ports, if a vehicle is getting scratched that much in transport PASHA cares little if at all for the quality of their service. 

  I also find it funny that I submitted my claim, it was denied, I told PASHA my reviews of them would reflect how they handled my vehicle and that I was going to file this complaint and then they want additional pictures and information (after initial denial of the claim). PASHA's initial response to my notification to them of damage was normal wear and tear is not covered, not even an apology for damaging my vehicle, just complete denial of any responsibility. 

  Cambridge Dictionary - Normal Wear and Tear - the damage that happens to an object in ordinary use during a period.

  The vehicle arrived with the same mileage that the vehicle was given to PASHA, so the vehicle was NOT used. Ordinary use of vehicle is driving and operating it, not shipping it. 

  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/17/2024

  Attached are the pictures that PASHA wanted after denial of the claim which I sent and were included in the email I attached to my last rejection of PASHA response. I also had previously attached the email that I sent to PASHA with their driver's Bill of Lading that has video. Which PASHA also responded to that email, so for them to say they never got the email or video is a lie. I am not home and on travel for work and cannot take anymore pictures of the vehicle. Some of the scratches are more like punctures and go into the metal or fiberglass. 

  PASHA is a company with 240 reviews on YELP and 143 (over 50%) are 1 Star. This is not a reputable company. 

  Business Response

  Date: 07/29/2024

  We have attempted to contact the customer for further discussion including potential commercial consideration outside of the contractual terms which they agreed to prior to shipping if it is appropriate.

  Customer has rejected discussion and indicated we provide response here.

  As further discussion attempts have not been productive, we refer back to the contractual terms which were agreed upon as presented in our earlier response.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21942475
  
  I am rejecting this response because: I am currently on travel outside of the ** and only have my cell phone and do not always have access to an internet connection. I will review the documents they sent when I return. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/02/2024

  
  Aloha! This is ***** ******. I am writing in regards to complaint ID #********. Please adjust the status of the complaint to reflect "The matter has been resolved to my satisfaction and will be closed". 
  
  Thank you
  Sincerely,
  ***** Kiszak 
  ***************************
  ************
  

  
  

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I paid approx $2000 to ship my car from Hawaii to **********. When I booked it on the site it showed a delivery date of 7 June. When I dropped off the car to ship it, I asked and they verified 7 June. The car sat in ********** for approx 2 weeks and just left on the way to ** on Friday. I have asked multiple times to speak to a manager. They always tell me they dont have a number for their management team. They will escalate it and I should get a call back. I have not received a single call back. *** spent over $700 on rental cars at this point and still do not have a pickup appointment scheduled. I feel cheated out of my money and disrespected by the company.

  Business Response

  Date: 06/21/2024

  The Pasha Group does everything in our power to ensure that vehicles are handled with care and delivered at the time suggested upon booking.  However, there are numerous circumstances in shipping that occasionally cause delays and that are not within Pasha's control.  Our booking website and documentation state that delivery times are never guaranteed and it is our intention to communicate that as clearly as possible with our customers to avoid any confusion or misperceptions about service or delivery expectations.  To that end, we commit to review all communications our agents had with these customers and will coach and train accordingly. 

  We regret the experience ******* and *************************** have had and hope they will consider using The Pasha Group in the future as the need arises.

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I am active duty military traveling from Hawaii to the main land on PCS orders. I paid Pasha Hawaii to ship one of my vehicles to the west coast (*********). Speaking with their representatives over the phone, I asked about their different shipment dates and the vehicle pickup windows associated with them. I was told on two different occasions by their representatives that if I shipped my vehicle with them on their May 7-10th window that it would have a pick up window of May22nd-Jun5th and that I would be charged storage if the vehicle remained after June 5th. I was contacted on May 21st by their vehicle storage contractor that the vehicle had arrived and that I had 7 days to pick up the vehicle before I would start being charged. I explained that I wasn't told that by Pasha and that I was given a window of between May22-Jun5 and was told they didn't know anything about that but they would contact Pasha. Later a representative from Pasha called me and told me that my vehicle would only be stored for 7 days before I was charged. I explained that I was only told about the pick up window and the representave told me that the shipping agreement had some clause in it that said 7 days only and did not acknowledge the shipping window that I was given. I made all of my travel reservations around picking up my vehicle on June 4th and feel that this fine print insertion of 7 days with representatives telling customers a 2 week range **** ******** is some kind of pushing risk to consumers who had no reason to think any different other than what they were told and certainly had no opportunity to negotiate with the holding agent over duration allowed or prices for storage.

  Business Response

  Date: 05/24/2024

  Pasha is currently reviewing all communications with this customer and will post our actions relative to those findings when our review is completed.  Generally speaking, The Pasha Group does not guarantee delivery times as many factors that are out of Pasha's control can have an effect on voyage departures and arrivals.  Our full review should determine what occurred in this situation and dictate how the situation should be handled.

  Business Response

  Date: 05/28/2024

  Upon further review, we have determined that Pasha will cover any storage costs up to and including June 5.

  Customer Answer

  Date: 05/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  DO NOT SHIP YOUR VEHICLE WITH PASHA!! They are terrible! We shipped our car from ******* to *******. Our car was just a few months old. We professionally cleaned the car inside and out as it was a requirement by Pasha before dropping it off to the dock. The ladies in the ************** were extremely friendly and helpful. When our car FINALLY arrived in ******i, the inside of our car was dirty and damaged. The mats and floorboards in every seat was dirty and so were the seats. Our car was used to drive employees back and forth as they loaded other cars onto the trucks to be transported down to ********* for shipping. It was also used again to shuffle employees around when loading the barge in *********. It was so violating and our almost brand-new car now smelled like it was someone's work truck. The trunk and back area of our vehicle was also damaged. It seemed as if there was some type of metal or sharp plastic flapping in the wind and it kept hitting the trunk and back area of our vehicle. Young ******** took pictures of the vehicle damage once it arrived at our port from O`ahu and the employees told us that we should never have shipped with Pasha and that they are terrible. We regretted shipping with them IMMEDIATELY. I went through the entire claims process and the damage to the vehilce just on the outside was over $4,000. Pasha basically told me that they knew it was their fault but that they were only going to give us $3,000 to fix all of the damages (inside and out) as this was the standard amount listed in their contract. They even had the audacity to tell me to go through my insurance company. We are now stuck with the damages and will need to pay out of pocket to get the car fixed. DO NOT SHIP WITH PASHA. Ship with ****** anytime you are shipping things to Hawai`i.

  Business Response

  Date: 04/29/2024

  We understand the customer is upset over the damage noted to their vehicle.  We would like to clarify certain statements being made which are not wholly accurate.  When Pasha books automobiles under the retail program they are advised the limit of liability for vehicles is $3000 under the terms of the bill of lading and the shipping agreement (Customers signed acknowledgment attached).  Pasha documentation suggests the Customer check with their personal insurance representative to determine if they provide insurance for marine transportation and, if they feel it is insufficient, to declare the value of the shipment and increase the limitation of liability.  The customer has the ability to increase the level at their option.  The customer made the determination to not seek expanded coverage for this shipment.
  Under the Shipping terms (Attached) which are part of the contract of carriage which the customer agreed to and signed, ******************** does not inspect for, nor is responsible for interior condition of the vehicle. Pasha would not know where any interior contamination would have occurred as it is not noted.
  As to utilization of customer assets this is NEVER done.  Each of the terminals has larger transport vans which are dedicated to that activity.  We have never received such a comment and suppose it may be speculation on the part of the Customer.  The loading area in SD is fully surfaced.
  The claims contact did not indicate liability to the customer in any fashion.  They are instructed to always give the customer's claim and supporting material higher weight unless there are concrete facts which would dictate otherwise. 
  So far, we have not been able to find anyone at our partner carrier, Young ********* who would have made such statements, but we will continue to inquire to see if we can validate.
  We have asked a sr. ****** of our claim staff to reach out to the customer to discuss further.

  Customer Answer

  Date: 04/29/2024

  PASHA has reached out to me to settle the claim but what they are saying here is not fully transparent. Am I able to make a follow up comment to these comments?

  Customer Answer

  Date: 05/01/2024

  We understand the customer is upset over the damage noted to their vehicle.  We would like to clarify certain statements being made which are not wholly accurate.  When Pasha books automobiles under the retail program they are advised the limit of liability for vehicles is $3000 under the terms of the bill of lading and the shipping agreement (Customers signed acknowledgment attached). Pasha documentation suggests the Customer check with their personal insurance representative to determine if they provide insurance for marine transportation and, if they feel it is insufficient, to declare the value of the shipment and increase the limitation of liability.  The customer has the ability to increase the level at their option.  The customer made the determination to not seek expanded coverage for this shipment.
  

  *******We did not seek additional coverage because we were under the impression that if damage is incurred to our vehicle while in the hands of PASHA, that PASHA would be responsible for repairing the damages. When someone causes damage to another persons property and it is to no fault of the owner of the property, wouldnt the right thing to do be to fix the damages on your dime since you was the one to cause the damage? Isnt this the right thing to do? Does PASHA not care about its customers and doing what is right?******
  
  Under the Shipping terms (Attached) which are part of the contract of carriage which the customer agreed to and signed, ******************** does not inspect for, nor is responsible for interior condition of the vehicle. 
  

  *******Then why were we told that the vehicle needed to be cleaned thoroughly INSIDE and out before dropping it off to the port for shipment? The person who checked our car in at the ******* port did indeed open the door and inspect the interior of the car. Pasha would not know where any interior contamination would have occurred as it is not noted. This was noted immediately upon pick up before we even got into the car to leave the dock where we picked up the car in *****`i.*********
  
  As to utilization of customer assets this is NEVER done.  Each of the terminals has larger transport vans which are dedicated to that activity.  We have never received such a comment and suppose it may be speculation on the part of the Customer.  The loading area in SD is fully surfaced. The claims contact did not indicate liability to the customer in any fashion. They are instructed to always give the customer's claim and supporting material higher weight unless there are concrete facts which would dictate otherwise. 
  Pictures were taken at Young ******** of the interior damage before we even got into the car to drive it home. Young ******** gave us a copy of the report along with the pictures of the damages. So far, we have not been able to find anyone at our partner carrier, Young ********, who would have made such statements, but we will continue to inquire to see if we can validate. We have asked a sr. ****** of our claim staff to reach out to the customer to discuss further.
  

  *******A senior ****** has reached out and PASHA has NOW agreed to pay for the costs of the damage repair to the outside of the vehicle which was over the $3,000. This had only taken place AFTER I placed this complaint with the BBB.*********