International Auto Logistics

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

No phone communications (either busy or no answers), poor email communications (passing the blame on no replys) Poor on line tracking system (never updates) Poor all around

Dropped our car off on June and we still have not gotten it back It is now month after our RDD, months since we've dropped it off A call to the office stated we would receive a return call within hours, never happened Website has not been updated to correctly list where our car is at or the journey it's taken Very upset, this is not acceptable WE NEED OUR VEHICLE

Lacks customer service, communication skills, and an accurate tracking system We dropped our car off on June 6th and have not heard a word since...today is August 20th! Completely unacceptable!! If this were a civilian company, they would have been fired long ago

The name we have on record for this issue is: [redacted] - IAL deeply regrets the inconvenience caused to Mr [redacted] and his wife by not being able to reach IAL’s customer service department We are aware that customers have been experiencing difficulties in reaching our customer service department IAL, as a new contractor incurred numerous start up issues that, when combined with unprecedented volumes of vehicles being shipped in the May-July timeframe, left IAL with inadequate resources to meet the unexpected demand The volume of POVs IAL has been asked to move in June and July represent the largest volume for those months in the history of the GPC program To address customer comments and complaints, we have contracted with a professional call center provider and opened several new call centers across various time zones to improve responsiveness and provide timely access to updated information We also continue to improve our website in transit visibility, which has been limited while we establish EDI capability with our suppliers as part of contract start up As with any company, there is always room for improvement We are working around the clock to improve customer service and to ensure deliveries are made on time We apologize for the delays caused by the record-setting volume of requests in June and JulyOn-time delivery will improve going forward We appreciate the patience of service members as we work to resolve issues Solving issues and delivering the highest level of customer support is our number one priority Mr [redacted] ’s vehicle left the port of Bremerhaven on the 11th of August It is due to arrive at the port of Houston o/a August 26th; at that point, our website status will update to show the vehicle's arrival in Houston From there it will have to clear customs Upon clearing customs, it will be removed from the container, inspected and booked on a truck to its final destination Once it has cleared customs and we have it assigned to a truck for pickup, I will provide Mr [redacted] and his wife with a more definitive delivery date Since IAL will not be able to deliver Mr [redacted] ’s vehicle before the RDD of August, I’ve enclosed information regarding IAL’s inconvenience claim process Mr [redacted] or his wife may contact me directly to file a claim for reimbursement of a rental vehicle should we not deliver the vehicle prior to the 3rd of September, as explained in the attachment My email address is [redacted] My phone number can be found below Again, we are deeply sorry for the inconvenience and frustration caused to Mr [redacted] and his wife by their inability to reach our customer service department IAL is committed to improving our processes, ensuring adequate resources are in place and regaining the confidence of our customers Thank you [redacted] Manager, Contracts and Administration ###-###-####

This company was awarded the contract to ship military member's vehicles from overseas locations back to stateside and vice versa They are failing miserably with this My vehicle was due to arrive from Germany on July and it still isn't here A search on the company website shows it arrived in Savannah, GA on June The final destination is Atlanta, GA and it still is there that I know of Emails and telephone calls have gone unanswered

Terrible, terrible company all the way aroundThey have extremely rude employees who refuse to tell you where your vehicle is, even when it is extremely lateThen they hang up on you instead of helping youOur vehicle was damaged when we received it and they said oh well you can file a claimThey really couldn't have cared less

If you are reading this review, you are obviously concerned about the shipment of your POV (Privately Owned Vehicle)As an active duty Naval Officer of years, I have had the fortune of shipping my POV several times during my career,with ZERO issuesUntil now
International Auto Logistics (IAL) provides all the service you would expect from the lowest government bidderRude service, zero communication, no answersAnd the very best part, they will lose your carYeah, you read that right, they will lose your carAs win countless other active duty service members, my car was shipped from Sydney Australia to Atlanta GeorgiaI was told it would take daysToday is day 92, days past my Required Delivery Date (RDD)When I call, no one answersOn the very few occasions someone does answer, I get a scripted response that simply states "they do not know where my vehicle is and they are working on it"They do have a site that tracks vehicles, but mine was never entered in due to a clerical error (go figure)
Now I am a flexible guy and I know every new service has it's bugs, but trust me when I say this isn't simply "growing pains", this is gross incompetence at the highest levelIf you HAVE to use them, ship VERY VERY VERY early and expect ling delays and frustrating excuses

IAL deeply
regrets the inconvenience caused to Mr***.
"">We are aware that customers have been experiencing difficulties in
reaching our customer service department.
IAL, as a new contractor incurred numerous start up issues that, when
combined with unprecedented volumes of vehicles being shipped in the May-July timeframe,
left IAL with inadequate resources to meet the unexpected demand. The
volume of POVs IAL has been asked to move in June and July represent the
largest volume for those months in the history of the GPC program
To address customer comments and complaints,
we have contracted with a professional call center provider and opened several
new call centers across various time zones to improve responsiveness and
provide timely access to updated information We also continue to improve our website in transit
visibility, which has been limited while we establish EDI capability with our
suppliers as part of contract start up. As
with any company, there is always room for improvement We are working around the clock to improve
customer service and to ensure deliveries are made on time. We apologize for the delays caused by the
record-setting volume of requests in June and JulyOn-time delivery will
improve going forward. We appreciate the
patience of service members as we work to resolve issues. Solving issues and delivering the highest
level of customer support is our number one priority
While Mr*** is correct that IAL has had some
significant problems in transitioning this contract, his characterization of
the situation is based on limited information and is a less than accurate
assessment. Our issues with US Customs were
not due to a lack of documentation to support our shipments. The issue was related to Customs policies to
hold shipments containing certain types of vehicles for inspection (older
vehicles and certain types of vehicles such as Land Rovers are frequently
modified, and therefore Customs policy is to physically inspect these vehicles
vsjust reviewing and approving the
paperwork). IAL nor SDDC nor USTRANSCOM
was aware of this policy until our shipments started to be held up. Unfortunately, most of our shipments included
hundreds of vehicles on a single Bill Of Lading and if one VIN on the BOL is
held for further inspection, all vehicles on that BOL are put on hold. In late July, after consultation with US
Customs, IAL now generates separate BOLs for each container shipped; this means
no more than vehicles are on a single BOL.
Further, those that we know Customs will want to further inspect will be
shipped separately going forward
At no time was any service member knowingly
provided with inaccurate or invalid information. Not only are our employees geographically
dispersed, but as is usually the case with a new contract, IAL has had to
rapidly hire and train new staff.
Further, we’ve augmented initial staffing to keep up with the completely
unexpected volumes and at times new trainees have given out incomplete or inaccurate
information in an effort to respond to a customer as quickly as possible. We are improving our training processes and
enhancing our internal communication systems to ensure timely sharing of
updated information regardless of where the employee is located
Mr***’s vehicle arrived in Houston on the
22nd of July and cleared customs o/a the 20th of
August. Mr***’s vehicle it departed
Houston today on a truck for StLouis.
His vehicle should be available for pick up before the end of the week. Mr*** has been reimbursed over $to
date under IAL’s inconvenience policy and the terms of our contract with
USTRANSCOM
Again, we
are deeply sorry for the inconvenience and frustration caused to Mr*** by the
delays in getting his vehicle to him.
IAL is committed to improving our processes, ensuring adequate resources
are in place and regaining the confidence of our customers. Thank you
*** ***
*** *** *** ***
***

This company is horrible, NOTHING but liarsOur vehicle was dropped off June in Baumholder, De with a Required Delivery Date of August in Baltimore, MDWe are now at day since we dropped it offWe have called our local processing center with no responses as well as no responses for IAL as to when we will get our vehicle back

This company is horribleThey have ZERO customer serviceThey will not return calls, answer phone, or respond to emails when they lose your vehicle

Our vehicle was dropped off to IAL at the Aviano VPC in Italy on July The website says that our van is still sitting in Germany and yet to be shipped although the RDD is September I have called and emailed numerous times to get more information as to what they delay is, but I have never received a response back This is awful customer service and leaves service members without a vehicle for months at a time I have children and without our vehicle, we are having to figure out how to pay out of pocket for a vehicle if it doesn't arrive And, even if we are reimbursed, that money is coming from somewhereit shouldn't have to IAL should do their job and deliver vehicles as promised The website seems semi-functional and out of date I will never use IAL again

I shipped my car as required for military members, thru this company on June it was required by contract to be delivered no later than July I have attempts to reach the toll free number they provided to us on many occasions with success from mid July into early AugustFinally in early August the phones began being answered by people who had no information for us but who would take a message and our contact information and email it to someone within IALWe were assured rhatnial would get back to us in hours, this hasn't happenedNearing bankruptcy I had to email the CEO of the company, Doug Tipton before I was able to reach the claims department to get a direct billed rental set upToday is August 2014, to date my vehicle has not been delivered the tracking website still state it is in Houston Texas at the port awaiting clearance and inspectionsPer the website it has been there since June, the destination VPC where I should puck up my van is StLouisI filed an inspector general's complaint with the SDDC as they administer the contract with IAL, on AugustOn the same date I received the generic we will look into it emailOn August I received another email from an Amanda Atwood who advised my van was still in Houston and had finally cleared customs she included another person in the thread who she advised the van was ready to be trucked to StLouis and that it needed to be expeditedIt now appears that the company is ignoring my emails as I am now days past my RDD and my direct billed rental car is doing to due back to the company on TuesdayRetiring under circumstances is stressful enough, doing it as the action of a medical evaluation board alone as a single parent in the middle of PCS season has been an absolute nightmare made worse by this companyThe government needs to revoke their contract immediately

IAL deeply
regrets the inconvenience caused to Mr***
"">We are aware that customers have been
experiencing difficulties in reaching our customer service department. IAL, as a new contractor incurred numerous
start up issues that, when combined with unprecedented volumes of vehicles
being shipped in the May-July timeframe, left IAL with inadequate resources to
meet the unexpected demand. The volume of POVs IAL has been asked to
move in June and July represent the largest volume for those months in the
history of the GPC program
To address customer comments and complaints,
we have contracted with a professional call center provider and opened several
new call centers across various time zones to improve responsiveness and
provide timely access to updated information We also continue to improve our website in transit
visibility, which has been limited while we establish EDI capability with our
suppliers as part of contract start up. As
with any company, there is always room for improvement We are working around the clock to improve
customer service and to ensure deliveries are made on time. We apologize for the delays caused by the
record-setting volume of requests in June and JulyOn-time delivery will
improve going forward. We appreciate the
patience of service members as we work to resolve issues. Solving issues and delivering the highest
level of customer support is our number one priority
Mr
***’s vehicle was originally scheduled to leave the U.Svia the port
of Tacoma. Subsequently and after
multiple reviews and delays, the US Government directed IAL to reroute the
vehicle for debarkation from Los Angeles via a US Flag carrier; there is no US
Flag carrier service to Korea via Seattle.
This direction wasn’t received until August. IAL disagrees with this direction, however,
immediately took action to move the associated vehicles out of Tacoma and down
to Los Angeles. Mr***’s
vehicle was transported from the Tacoma port to Los Angeles and arrived in Los
Angeles on the 11th of August.
It’s currently awaiting booking on an ocean vessel
Mr
***’s complaint requests that IAL provide him with a direct bill
rental vehicle. IAL will cover the costs
of a rental vehicle from the 8th day past his RDD, in this case,
beginning on August 22nd. Enclosed is
information on IAL’s inconvenience claim process. IAL has a contract with Avis/Budget and can
provide a vehicle through this agreement provided that there is a local
location. Otherwise, IAL will reimburse
Mr*** for rental costs with interim reimbursements, as needed to
ease the financial burden. Mr
*** may contact me at [email protected]
to make arrangements for a rental vehicle, whether via Avis/Budget or via
reimbursement. Additionally, I will
provide Mr*** updates on the shipment his vehicle as they occur; he
may contact me directly at any time
Again, we
are deeply sorry for the inconvenience and frustration caused to Mr***
and his family. IAL is committed to
improving our processes, ensuring adequate resources are in place and regaining
the confidence of our customers. Thank
you
*** ***
Manager,
Contracts and Administration
###-###-####

IAL-they should be insane auto logistics Our car was left with them on May It was supposed to meet us in hawaii on August Our car is in Houston Over days and our car is in Houston! Did IAL call to inform us they would miss the deadline? No Instead I call and no one answers, for days I've sent at least ten emails I have filed an IG complaint and even written my state senator to find out when my car will arrive and obtain a rental This company is a shame to the word company

This is a horrible company We shipped our vehicle with them the end of May with a required delivery date of July It is now Aug and we still do not have our vehicle They sat in it for weeks before moving it to the port in Germany and it has apparently been stuck at the Houston port for the last days getting through customs (should be a couple day turn around) and awaiting transport to Dallas We consistently get incorrect information from them and they routinely do not answer or return calls or emails

Worse shipping experience Ever! My car is days pass the delivery dateThere is ZERO tracking mechanismThey CANNOT tell you where your car isWorse of all there are multiple reports of damages made while car is in transitSo, that's one anitional thing that I need to worry aboutBy the way, good luck getting a quick response from a repAt this point, I have sent two emails for them to authorize car rental, still ZERO response! IAG is a complete nightmare and absolutely zero patriotism!

Most incompetent company I ever had to deal withCars missing, paperwork missing, most vehicles that have arrived, are severely delayed and lot's of times damagedCustomer service nearly non existent
Way to serve our countries Heroes!

Extremely concerned about this company's ability to provide service On June I brought my car to the drop off pointRequired delivery date to Dallas was JulyNow it is August and no word on when my car will be deliveredCustomer Service (including the online website) is unresponsive and they give conflicting informationThey blame Customs but Customs says it's IAL's paperwork problemThe IAL Complaint Facebook page has hundreds of stories of lost cars, late cars, and seriously damaged cars

IAL's online vehicle tracking system contains incorrect data Vehicle status was not updated, and when I inquired with the port about the location of my vehicle on the required delivery date (RDD), company was unable to locate vehicle at all Vehicle is still not delivered two weeks past the RDD IAL is non-responsive to both e-mails and voice mails and does not answer the phone during business hours