International Auto Logistics

Shipped my car from Germany and not only is it late given the date it was suppose to be whenever I call IAL either no one knows anything or they take my information and say someone will contact meWhich, by the way has yet to happenI just want my car already

shipped my vehicle with IAL to koreait arrived days early and with no extra damagehelpful service reps and great emploees

We shipped our vehicle from Germany using this contracted government companyWe received no confirmation email with information on our vehicle departure or arrivalThey did contact my husband to apologize for not being able to deliver or vehicle in the time they promisedThey offered to reimburse any car rental fees that we may have and how to submit a claimAs of right now, we do not know where I vehicle is or when it will arrive to our chosen destinationWe have not seen our car in monthsThis has been such a stressful time for us as a family and going through the PCS process! Not knowing where our vehicle is should not be an issueI would like to see communication with this business and it's customers improve significantly! It would prove vital for the survival of this business and it's contract with our government

I can't help but feel IAL won the contract through cronyism since they were completely unprepared, under staffed, & without the appropriate infrastructure to handle this kind of contractThis is exactly the kind of thing that needs to be investigated for fraud, waste, and abuseI won't hold my breath, though

Dear Revdex.com,
Firstly, thank you for following up on my complaintI do not consider this matter resolved because I do not yet have my personal property returned, the Mitsubishi Eclipse Spyder, nor do I have an estimated date of delivery
I never received concrete information from IAL until they were contracted by Revdex.com to answer my complaint, so I have no reason to believe that the IAL representative assigned to my case will be any better at returning emails or phone calls than the dozen or so employees I have already emailed and called nearly every day since August
This matter is not resolved until:
1) IAL actually arranges for a direct-billed rental car from September until the delivery of my car,
2) My car is actually delivered,
3) IAL pays for any and all damages that may have occurred during shipping
Please acknowledge receipt of this email
Thank you, *** ***

This company has consistently failed to meet required delivery dates, maintain accurate tracking on its website, or communicate effectively with their customersPhone calls and emails consistently go unreturnedAdditionally, on the rare occasions that I have received communication from IAL, it has often been inaccurate or misleading The entire experience of shipping our vehicle through this company has been fraught with uncertainty, frustration, and a great deal of unnecessary stress and expense

IAL deeply
regrets the inconvenience caused to Mr. [redacted] 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 July. On-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 was being transported to
a final destination not serviced by IAL. 
IAL’s responsibility for this shipment was to move it to a VPC nearest
to the shipping port identified by the USG who then make arrangements to pick
it up and deliver it to its final destination. 
IAL received instructions from the USG to move the vehicle to our
Charleston VPC.  Government
transportation picked up the vehicle on the 11th of August.  He will need to contact his transportation
office in order to obtain an estimated delivery date of his vehicle to the
final destination.
 
Because IAL did not contact the USG to make arrangements for
pick up of Mr. [redacted]’s vehicle as timely as we should have, we will provide Mr.
[redacted] with a rental vehicle until his vehicle arrives and he was contacted today
by Ms. Karen Olsen to make those arrangements.
Again, we
are deeply sorry for the inconvenience and frustration caused to Mr. Johnson by
his 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]
###-###-####

We shipped our car from Germany on May 9th. It is July 25th, and we are still waiting. We aren't given accurate information, and no one can even tell us exactly where our vehicle is or how long it's been there. International Auto Logistics is unprofessional and lacks the ability to properly handle our military's vehicle shipments. They should have never taken over for American Auto Logistics on May 1, 2014.

We had an estimated delivery date of 01-AUG-2014. Currently 25 days past due and the car might be in Houston. Cannot get a single person on the phone that can make a decision, all I get is a call center and a ticket is submitted. Responses are one liner responses. Tried getting a rental car and had to go through USAA to get it. Mailboxes are all full, no repsonses on email and website has very very inaccurate data. Can't believe anything on the site, because I think they don't know or track where your stuff really is. Horrible experience. Still haven't gotten back to me on the rental and it's been 2 days.

[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.  However,
they've yet to honor their word.  I tried
to get them to arrange for a rental car to be picked up over the weekend (no
later than Monday morning), but they failed to do that.  I had no other option but to rent a car on my
own and pay out of pocket.  Not having a
vehicle was causing undue hardship on my family and hindering my work
performance.  I had to get my own rental
car in order to provide for my family and get to and from work.  I only have the rental car until Friday
August 29.  I hope that IAL will honor
their word and arrange for a rental car to be direct billed to them before
August 29.  I prefer to keep the same car
rather than having to go back and deal with the Avis staff, none of which speak
any English.  I sent IAL my rental
agreement in hopes that they will be able to extend the existing agreement and
have it billed directly to them instead of to me.  We shall wait and see the outcome.
 
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

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

[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]

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 19 July and it still isn't here. A search on the company website shows it arrived in Savannah, GA on 14 June. The final destination is Atlanta, GA and it still is there that I know of. Emails and telephone calls have gone unanswered.

We were never able to track ours, in fact when my husband dropped off our van they gave him paperwork but never bothered to give him the information that wasn't on the paperwork needed to track our vehicle!..so we called and at first we were told it hadn't shipped yet..then they said "oh wait it has shipped" eventually we got our van and it wasn't damaged but it was concerning to say the least being they had no clue as to where our van really was!

Dropped our car off on 24 June and we still have not gotten it back. It is now 1 month after our RDD, 2 months since we've dropped it off. A call to the office stated we would receive a return call within 48 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.

IAL deeply
regrets the inconvenience caused to Ms. [redacted] 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 July. On-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.
 
Ms. [redacted]’s vehicle arrived in the port of
Norfolk on the 29th of July. 
As of today, it still has not cleared customs.  Since July, when IAL had over 2000 vehicles
being held at various ports throughout the US, IAL has consulted with US
Customs and revised our processes in conjunction with Customs authorities to
reduce the number of shipments being held up in Customs.  Unfortunately, the volume of shipments has
created a backlog in getting older shipments cleared.  At this time, I cannot provide you with a
firm date on when your vehicle will be released by Customs and able to move to
its final destination.
 
If Ms. [redacted] wishes
to file an inconvenience claim for coverage of rental car costs, she may contact
me directly to do so.  Attached is
information on IAL’s claims process.  I
will be tracking her vehicle until delivery and will provide updates as they
become available.  Conversely, she may
contact me at [email protected]
directly at any time.
Again, we
are deeply sorry for the inconvenience and frustration caused to Ms. [redacted] by her
inability to reach our customer service department and the delays in getting
her vehicle to her.  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
[redacted]

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 July. On-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 26 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
###-###-####

The website has incorrect information that shows updates on January 2000 but our car is a 2007. When you contact the company a answering service takes a message and says they will contact you back in 48 hours but it took a full week. We were not notified this company has our vehicle until we saw the military news and we do not even know what storage facility it was in or where it is located until they contacted us back a week later. I have no confidence in this company because the information is incorrect and the websites still has pending on the location and staus on my vehicles. This us a horrible company that is not equipped to handle to volume of storage and shipment of vehicles in their possession.