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:05/12/2025

  Type:Order 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As you saw on the document they provided for my contract, this include PROFESSIONAL PACKING OF ALL ITEMS and A DETAILED INVENTORY OF ALL ITEMS.  As I have explained numerous times to the company. The packers in ******* did not do this. I called them several times while they were packing and to them that what was already in boxes was not being re-packed, nor inventoried.  They literary ignored me since the company manager wasn't in the office. I was told a detailed inventory was not necessary and that they knew what they were doing.

  My things arrived last Wednesday and it was a disaster: 1) The boxes they did not re-packed collapsed and many things were broken, others came in open because they were ********** boxes not international moving boxes. 2) After unpacking every box, several things came missing. Although all the listed boxes arrived, it seems that all boxes were not listed. 3) When things arrived, the men said they had not being paid for unpacking and assembling/placing the furniture or remove the debris. The local company solved the issue, but the workers were clear to state that they were not paid for that.

  I emailed them. but have received no answer.

  Sincerely,
  
  *** ***** ******** ******
  
  
  
  
   
  with the unpacking. Further, I had to ask for time off and we work in a field in with time off has to be requested weeks in advance. Now our money and our time is going to waste.However, they have been very good at charging and adamant on making me pay all their fees ******* is a very uncomfortable feeling. They have my stuff, so I am forced to pay whatever they want, waste resources and time, and they are not responsible at all because they have the power of having my things. I truly feel extorted.

  

  Business Response

  Date: 05/21/2025

  On February 28, 2025, *** ******** ****** signed a contract with International Sea & Air Shipping to ship a 20ft container with 1000 Cubic Feet (CF) from ** to *******

  There was a temporary glitch with our internal system at the time the customer was attempting to complete the insurance form. Our office found a solution by sending the form from a different platform (Adobe). This was executed without external help from our insurance company.
  
  The contract was based on a live load at residence and as such, the exact dates are determined by the vessel schedule. This is due to the fact that the vessel schedules change frequently and with little notice. This stipulation is indicated on the shipping agreement (attached). Please see in the Special notes: Shipping date will be dependent of the schedule of the steamship line.
  
  Additionally, per our agreement:
  All estimates of shipping time is approximate and the Company is not responsible for any delays caused by highway problems, steamship line schedules, over booking, technical difficulties in equipment or vehicles, strikes, port authorities, labor problems at the origin or destination and/or any other problems beyond our control.
  
  Regarding the 8th-floor delivery fee, our company already agreed to cover this additional cost for the customer.
  
  Regarding the extra charges at the port, our destination agent in ****** advised that due to severe port congestion, there were no available appointments to pick up the container from the port for several days. They assured the customer and our office that they were checking several times a day. Our destination agent worked as diligently as possible to retrieve the container and return the empty to mitigate extra charges. The original invoice from the shipping line was provided to the customer for full transparency. Please see attached. 
  
  Per the terms of our agreement: THE PRICE DOES NOT INCLUDE:
  1. Port Charges/ Custom Duties/ Taxes If Applicable/ Custom Inspection/ Fumigation/ Quarantine/ Storage/ Demurrage and Detention charges/ DTHC Destination Terminal Handling Charges
  
  The final delivery date depends primarily on the containers release from port and clearance by Customs, which are outside of our control. The customer was informed regularly of status updates as they became available.
  
  Delivery to the customers residence is confirmed for May 21, 2025.
  
  Shipping delays are expected due to overbooked vessels with space constraints, limited appointments at terminals, port congestion, and irregular vessel schedules, among other factors. This is highlighted in our shipping agreement per below:
  
  Update Regarding International Shipping:
  Various circumstances in the shipping industry are impacting container movement and disrupting the supply chain. Due to this, there is a possibility of: Delays in transit time, port congestion, rerouting of cargo, limited ocean service to certain destinations, and equipment shortages. Any fees incurred as a result will be added to the price. Furthermore, this estimate is based on the prevailing rates then in effect by the shipping line which are subject to change and increases assessed by the ocean carriers will be passed along.
  For container shipping, there is a possibility we will need to pick up your shipment in a moving truck (shuttle) rather than directly loading into the container. This is subject to additional cost if applicable for shuttle service, warehouse handling, and storage.
  
  In conclusion: We operated within the terms of the shipping agreement and there has been no breach of contract to justify a refund.

  

  Business Response

  Date: 06/03/2025

  This shipment was live loaded directly into the container from the customer's residence, and all items that were picked up at origin were accounted for prior to delivery using a ***** Sheet. See attached copy. The inventory has 90 pieces, and the ***** sheet has all 90 checked off. 

  The inventory detail is sufficient for international shipping and was approved by Mexican Customs. It includes the contents of each box and description (see attached). This meets the requirements for international shipping and is standard in the moving industry. 

  Our "Acknowledgement of Service" form states "I hereby acknowledge that all my valuables I intend to ship with 'International Sea & Air Shipping' have been picked up by their crew. I also acknowledge that items that are left behind were left with my full consent." This form was signed by the customer on the loading day after completion of the services. See attached.

  Furthermore, none of these claims against the packers in ******* were documented on the Origin report. See attached.

  Regarding the damaged boxes, unfortunately it is not uncommon for items to shift while in transit within the container. This is why we encourage our customers to purchase marine insurance through our broker, which the customer has initiated a claim with. We are following the progress of the claim. Also, as per standard procedures in ******, the container was inspected by Customs upon arrival.

  As per the terms of our contract, box unpacking is not included. The crew was instructed to assemble furniture, unwrap furniture, place boxes in rooms, and remove the debris- all which was performed.

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  These people told me the crew was reliable. Told me I did not need an itemized inventory even though I paid for it. Told me they would professionally pack all my items, which I paid for it, and they did not do.

  Every time I ask a question, their answers were and are evasive (they don't even answer anymore). Now the insurance is asking me for the itemized inventory in each box to complete my claim which I don't have because they did not do it and refused to do so when I asked.

  They are providing you with a list of items that arrived in ***********, but now I can see, that even as I was made to sign that everything went into a container, not everything went in. Further, and once again, why are they not given an explanation of why my stuff professionally packed and fully inventoried? Had that been the case, I would have prove of all the stuff that is missing and my antiques would not have been broken.

  I feel that I was constantly lied to and taken advantage of by people that only wanted to get paid without doing their job appropriately .

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:03/13/2025

  Type:Order 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 hired International Sea & Air Shipping for an international relocation from *************, **, to ********. Initially, I was quoted approximately $12,000 for the shipment, but due to a series of hidden costs and last-minute charges, the final cost increased to around $18,000 (excluding insurance)a nearly 50% increase from the original estimate. Key Issues: Misleading Pricing & Hidden Fees: The company imposed unjustified extra charges for standard household items such as a bed and a tool shed, which should be expected in any normal relocation. They also added additional fees late in the process, leaving me with no reasonable alternative but to accept the inflated price. Deliberate ************* Handling of My Shipment: Despite giving over two months' notice, the company informed me at the last minute that my shipment would be delayed by at least an extra month due to lack of space. This delay has resulted in significant additional costs for me, including a month of extra rental housing and vehicle rental in ******** while I wait for my belongings. Unacceptable Handling of My Vehicle: My vehicle was supposed to be stored in their warehouse, but instead, they left it parked at a private residence in ********, **, without my consent due to "lack of space." This is a serious liability issue, as my vehicle is now stored in an unregulated, unsecured location. Resolution Requested: I demand: A formal explanation for these pricing discrepancies and storage failures. Immediate action to ensure my shipment is prioritized and not delayed further. Compensation for additional costs incurred due to their delay. A partial refund to cover the unjustified hidden charges. This company's handling of my relocation has caused significant financial and emotional distress, and I am filing this complaint to hold them accountable for their deceptive pricing practices, failure to fulfill their contractual obligations, and unacceptable handling of my shipment and vehicle.

  

  Business Response

  Date: 03/13/2025

  On December 23, 2024, *** ******* signed a contract with International Sea & Air Shipping to pack and ship a 40ft standard container with up to 800 Cubic Feet (CF) and a vehicle from ********** to ********. See attached shipping agreement. 

  On November 27, 2024, the customer advised our sales representative his volume was a total of 800 CF plus one vehicle. See attached a copy of the email correspondence.
  
  When our movers arrived at the customers house on January 30, 2025, they notified us that the customers volume exceeded 800 CF by almost double. We informed the customer his shipment would require a bigger container in order to accommodate all his items. Additionally, he had particularly heavy items including an exceptionally large cabinet, 2 Adjustable bed bases, and tool chest. These items require additional resources and handling at both origin and destination due to the weights and/or complexity. As we were not notified prior of the nature of these items, we could not quote ahead of time.
  
  Due to the initial miscommunication regarding the vehicle, we agreed to pick up the customers vehicle free of charge and waived the $600.00 fee.
  
  We sent the customer a revised rate for a 40ft High Cube container with 1500 CF and the vehicle for $15,455.00 plus shuttle service at $1.55 per CF ($2402.50). The customer agreed and signed the updated contract on February 13, see attached.
  
  The pick up was always planned using a **************** and the rate for shuttle service is indicated on our shipping agreement at $1.55 per CF. Therefore this fee was not hidden either.
  Regarding the shipping delay, on March 3 we were notified by the shipping line that our booking was cancelled due to space constraints on the vessel. See below the direct message copy, which was provided to the customer:
  Due to space issues and limited RTM t/s space, space team will be necessary to adjust the following booking. 
  Booking number *********** has been cancelled.
  We apologize for the changes and any inconvenience caused.
  
  We immediately requested a new booking on the next available vessel. Moving companies do not have control over the shipping lines schedules, although we have been aggressively trying to book an earlier vessel with multiple carriers. Unfortunately due to limited availability, this is the first available vessel which opens for receiving next week. The original estimated departure date was March 4, and the current one is March 28. This represents a total delay of 3 weeks.
  
  Delays from the west coast are unfortunately very common at the moment due to overbooked vessels with space constraints, limited appointments at terminals, and irregular vessel schedules. This is impacting container movement for a high percentage of the industry. This situation is clearly reflected in our shipping agreement in the paragraph called Update Regarding International Shipping above the customers signature. Text below:
  Various circumstances in the shipping industry are impacting container movement and disrupting the supply chain. Due to this, there is a possibility of: Delays in transit time, port congestion, rerouting of cargo, limited ocean service to certain destinations, and equipment shortages. Any fees incurred as a result will be added to the price. Furthermore, this estimate is based on the prevailing rates then in effect by the shipping line which are subject to change and increases assessed by the ocean carriers will be passed along.
  
  For container shipping, there is a possibility we will need to pick up your shipment in a moving truck (shuttle) rather than directly loading into the container. This is subject to additional cost if applicable for shuttle service, warehouse handling, and storage.
  
  Additionally, per the terms of our agreement: All estimates of shipping time is approximate and the Company is not responsible for any delays caused by highway problems, steamship line schedules, over booking, technical difficulties in equipment or vehicles, strikes, port authorities, labor problems at the origin or destination and/or any other problems beyond our control.
  
  Furthermore, the customers ****** storage period included in the *************** rate expired on February 28. Therefore, we have every right to charge Storage beginning March 1, however we are absorbing this cost as a good faith effort. Our storage cost is $900.00. If the delays were indeed deliberate, then we would pass along this cost to the customer.
  
  Regarding the vehicle, we had looked into alternative storage options however we did not want to risk relocating the vehicle when the vessel was predicted to open imminently so we could load the container swiftly without delays that may lead to missing the vessel. However, we will resume this search in an effort to address the customers concerns.
  The vehicle is attended to regularly to ensure conditions are the same as when we picked it up and we have requested photos to confirm the same.
  
  Our dispatcher is closely monitoring the terminal website 2+ times per day. We also will request again an earlier sailing if available despite former rejection from the shipping lines.
  
  In conclusion: The shipment volume increased by 87.5% and the updated quote was agreed upon by the customer which reflects the additional packing and wrapping materials, labor, time spent loading and unloading, and warehouse handling. Per the terms of our contract, all sailing schedules are estimated and subject to change. We will obtain photos of the vehicle prior to loading and revisit the option to store it in an enclosed facility until the vessel opens (no transport will occur without the customers knowledge and consent). We did not charge the customer the $600.00 Car Pickup fee or $900.00 storage charge which reflects our commitment to resolve this amicably. We are dedicated to loading this shipment onto the scheduled vessel.

• Initial Complaint

  Date:05/21/2024

  Type:Order 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 did contact the company to ship my car to my country, the company asked me for 25% of the amount as a deposit, I did pay it when I wanted to send them the title they told me we dont send salvage title car and they wont refund me. Since they didnt offer me any service I want my $710 back.Thank you

  

  Business Response

  Date: 05/21/2024

  International Sea & Air Shipping entered into an agreement with the customer to ship her vehicle from ********** to *******. Our Move Coordinator requested all the necessary documentation on April 25, 2024 which we required in order to ship. The copy of the title was not received until May 17, and only at this point was it communicated to our office that the car is salvaged.

  Per the terms of our contract (attached), cancellation requests must be received no later than five business days prior to the move date.

  However, we empathize with this situation and will agree to refund the deposit amount of $710.00. We will send the customer a Settlement Letter to sign and upon receipt, proceed with the refund. 

   

• Initial Complaint

  Date:02/12/2024

  Type:Delivery 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.

  Dear ***/*****,I am writing to file a formal complaint against International Sea & Air Shipping regarding the handling of my recent shipment to ******. On December 15th, I engaged their services to transport my furniture, with the understanding conveyed by ****** that the shipment would depart the US before December 22nd, with a shipping timeline of up to ten weeks. A 25% deposit was paid at the time of booking.The issues began when I received the final invoice, which included exorbitant insurance charges. Following numerous email exchanges, it took over six weeks to obtain clarification on these costs. Expressing my preference to secure insurance separately due to cost considerations, I proceeded to make the final payment, inclusive of reduced storage charges. However, despite my repeated requests for the shipping date to arrange independent insurance, the company has failed to provide a clear timeline. This lack of transparency and failure to provide an estimated time of departure for my goods is unacceptable. Of particular concern is the urgent need for certain items, such as beds, contained within the shipment. Furthermore, the possibility of additional charges, such as storage fees, adds to the uncertainty and potential financial burden.Despite my efforts to cooperate, the company's evasive behaviour has left me frustrated and concerned about the status of my shipment. At this point, my primary objective is to ensure the timely delivery of my items.Therefore, I am seeking your assistance in resolving this matter promptly. Specifically, I request your intervention to compel International Sea & Air Shipping to provide a definitive shipping date and adhere to the agreed-upon timeline. Additionally, I urge the company to clarify any potential additional charges and refrain from increasing the cost of the shipment unfairly.Thank you for your attention to this matter. I trust that with your assistance, we can reach a satisfactory resolution.

  

  Business Response

  Date: 02/26/2024

  International Sea & Air Shipping entered into an agreement on December 13, 2023 with the customer, ***************************, to pickup and ship 375 CF in a shared, groupage container from ******** to ******* including furniture wrapping for 300 CF. The pick up was performed on December 15, 2023. 

  The original agreement was quoted at $4,953.75 USD which excluded insurance coverage. Our contract states that insurance is an additional cost, and indicates All risk door to door marine Insurance is available for 3.5% of declared value plus $75.00 Insurance certificate. (see attached). This was also explained by our office in response to the customers inquiry on January 2, and ultimately she decided to use another insurance provider. See attached email for reference.

  Our rate includes up to 30 days free storage and any additional storage is for the customers account. This is also indicated in the shipping agreement:
  THE PRICE DOES NOT INCLUDE:
  1. Port Charges/ Custom Duties/ Taxes If Applicable/ Custom Inspection/ Fumigation/ Quarantine/ Storage/ Demurrage and Detention charges/ DTHC Destination Terminal Handling Charges

  Additionally, our Terms of Payment state: Balance must be paid in full prior to shipping. Payment was not received by the customer until February 7.

  On December 13, our move coordinator requested paperwork from the customer that is required prior to ******************** for Customs clearance at destination. The customer did not provide this until February 13, two months after the pickup date. Therefore, storage charges incurred. On this same day ( February 13), after payment was received, our move coordinator provided the estimated sailing dates. See attached emails for reference. 

  In conclusion: International Sea & Air Shipping could not make a booking with the shipping line before we received the requested Customs paperwork from the client and payment. Once received, our office provided the estimated sailing dates to the customer and therefore have resolved this matter.

• Initial Complaint

  Date:01/31/2024

  Type:Order 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 the 20th of July, 2023, we were given a quote for services and conditions to ship our belongings to ********** from *********. We accepted the contract (carrier reference # *****), which stipulates, among other things, "3. Full packing and packing material, using the finest materials available to ensure maximum protection required for overseas shipping."The company required us to submit a list of items of lesser value/importance, items that would be excluded from the shipping container in case of a shortage of space. However, the company or its employees failed to use this exclusion list, and subsequently did not ship $3000 worth of bicycles and other possessions.We complained to the administration in ********, as their local manager *********************** had admitted their fault, that they needed to ship the excluded articles at their cost, but that we were willing to pay $500 extra to make this happen.When the articles arrived in **********, the bicycles had been jammed into a box, with no packing materials, metal on metal, had damaged paint, and many of the parts were lost.When we complained to the company, *************************** quipped something about this being our responsibility, and that the "vagaries of international shipping" were covered by our insurance. We said that breach of contract, by not packing the articles, was the fault of the company, and that they needed to pay the insurance deductible of $500 or pay for repairs. She refused.We know that the company in question made errors. We tried to work with them. They need to take responsibility for damages incurred to our possessions caused by their lack of primary care. **************** ******************************************************** needs to make us whole as per our contractual agreement.

  

  Business Response

  Date: 02/13/2024

  International Sea & Air Shipping entered into an agreement on August 2, 2023 with the customer, *********************************, to pack and ship **** Cubic Feet of household goods in a 20ft container from ********* to **********. The pick up was scheduled for August 28, 2023. A virtual survey was conducted on July 14, 2023 to assess volume of the shipment prior to the pick up date. The survey results showed 147 pieces total, equal to approximately **** CF. Therefore, the shipping agreement was quoted based on maximum volume of **** CF in a 20ft container. 

  The customer had more items than what was on the survey, and the packing list shows 222 items were picked up (see attached) which was approximately **** CF. The customer acknowledged that there may be an overflow by signing our Advisement of Possible Overflow Form following completion of the packing (attached).

  Our office notified the customer of the overflow and requested a list of lower priority items. When the container was loaded, as expected not everything fit as the volume exceeded the capacity of a 20ft container. However, the lower priority items were loaded and the items that did not fit included: 3 Bicycles, 1 Wheelbarrow and 2 Patio chairs. The company acknowledged the mix up and offered to absorb the majority of the shipping cost to ship the overflow portion which was $2300.00 out of $2800.00. On October 20, we reached an agreement with the customer (see attached email).

  Our contract states the customer must have Door to Door All ********************** Below is from our contract (see attached):
  SPECIAL INSTRUCTIONS
  The Shipper (customer) must have Door to Door All ********************* including Insurance while goods are in the Warehouse and in transit. International Sea & Air Shipping will not assume any responsibility for uninsured or under insured shipments.

  We packed and shipped the overflow shipment, however we were notified by the customer on January 3rd that certain items arrived damaged including the bicycle and outdoor chairs. The customer asked us to reimburse him for the $500.00 deductible from the settlement with the ****************** Our shipping agreement clearly Indicates that there is a $500.00 deductible from any claim for loss or damage (see attached). Our office explained that with maritime insurance, it is inconsequential where the damage occurs, and the coverage applies all the same. We advised the next steps in initiating an insurance claim.

  In conclusion: International Sea & Air Shipping fulfilled Its obligation under the agreement and sees no reason for any additional compensations.