Reply from Hawaii Car TransportJul 25, 2025
Thank you for your detailed feedback. We understand your frustration and appreciate the time you took to share your experience. While we regret that this process has been challenging, we do want to clarify a few important points regarding your vehicle and how the situation was handled.
The port hired a trusted locksmith to assist with accessing your vehicle. According to their report, the vehicle had aftermarket key fobs. The dashboard displayed a low battery warning, and the locksmith noted that while the keys could open the trunk and start the car, they did not unlock the doors. He stated that the issue was likely due to a low battery, poor key quality, and possible programming errors. As a result, once the doors were closed, they automatically locked and could not be reopened without professional help.
We understand that your vehicle may typically unlock when the keys are inside. However, that function is dependent on the key fob working properly. In this case, due to the fob's limitations, the automatic unlock feature did not engage, which caused the delay at the port.
Regarding the storage fees, we will be covering those costs directly. Once the locksmith service was completed and payment was received, your vehicle was scheduled for pickup on the next available truck. There was no intentional delay, and we remained in contact as updates became available.
We regret that your experience did not reflect the level of service we strive to provide. We truly apologize for any inconvenience this may have caused.
