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4 Customer Reviews
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Review from Carlos G
1 star09/16/2024
I am in military and drove two hours from home to the vehicle processing center. I agree with some of the reviews. Staff members lack professionalism and customer service skills. I was treated like they were doing me a favor, specially the car inspector. I dropped off the car on July 15th and arrived to my next duty station on August 29th, a week prior to my arrival. Upon getting my car, I noticed something was wrong with the steering wheel. Turning the vehicle was hard. I took it back to *** and the issue was annotated on the inspection sheet. Later, I took the car to a car shop for inspection. It was found that the power steering pump was leaking and needed to be replaced. I took the diagnostic paperwork and pictures of my car to management and they said it won't be covered as it is not related to shipping. They gave me a claim number and the information for the military claim center so I can talk to them instead. I just want my car in the same condition it was when I turned in. I emailed the military claim center and still waiting for a response. Everyday that goes by, I lose money as I have to renew my rental car. Think twice before shipping your car specially if it is an expensive one.
International Auto Logistics Response
09/16/2024
IAL does review each claim on a case by case basis. If there was not evidence of negligence or abuse on the part of IAL to have caused the power steering pump to fail, then this would not be something that IAL would be responsible for repairing/replacing. The government contract is very clear on mechanical issues. The contractor will be liable for the repair or replacement of an inoperable subsystem or mechanical component of a vehicle if the claimant can prove by a preponderance of the evidence that the subsystem or component is inoperable primarily because of damage that occurred because of improper handling, negligence, or misuse while the vehicle was in the custody of the contractor or of one of its subcontractors. In reviewing the claim as submitted, I do not see that evidence has been provided to show that IAL improperly handled the vehicle in such a manner as to cause the power steering pump to fail. I apologize that your vehicle suffered a failure during shipment, but please understand that IAL would only be responsible if we caused the damage.Review from Nathan S
2 stars08/13/2024
When I went with a close family friend to help her get her car turned in the older bald, German gentleman at the *** at ************************ was quite rude to her. This gentleman called the car "disgusting" and "a total mess." The car had some small dirt pieces but was otherwise clean and immaculate. This gentleman could have addressed the issues without being aggressive and dismissive. After helping her clean the car we returned and another gentleman (with dregs (sp?)) found one small thing but was kind in his correcting measure and allowed us to correct the issue.International Auto Logistics Response
08/14/2024
Thank you very much for providing this feedback. I will certainly discuss this incident with the ****** VPC and ensure that this behavior is addressed.Review from Steven M
1 star09/16/2022
This has been my worst experience with IAL. My wife and I are dual military, I dropped my vehicle off 30 June to get shipped to *******, my wife dropped hers off 21 July. My *** was 6 September and my wife's was 21 September. Both vehicles arrived at the port in ******* on 7 September. Since my *** was blown I was told that my vehicle is no longer a priority and they focus on vehicles whose *** can still be met. My wife dropped her vehicle off almost one month after mine and she received her vehicle on 9 September and mine is just sitting at the port because the *** was missed, and all I'm being told is it hasn't made it through customs yet. I arrived in ******* 2 ******* ** is now 16 September and I can't get a accurate status and there is no one to contact. Bad part is no one is held accountable for this happening and us as military members have to suffer and to make up for it we are told rent a car and we will be reimburse which is another lengthy process.International Auto Logistics Response
09/19/2022
First of all, I want to apologize to MSgt ****** that his RDD was missed. Given the current global logistics challenges with cargo in the North Atlantic, there are quite a few vehicles that are failing to meet their RDD. This is due in part to the US government moving military cargo as part of the effort in the *******. The ocean carriers who move the service member vehicles use the same vessels to transport military cargo. This has led to vessel delays and service gaps which has in turn caused IAL to not be able to meet certain RDDs. This causes a buildup in the number of vehicles arriving to the ports at one time which further cause a strain on Customs to clear the cargo timely. Some vehicles are cleared quickly and others may take longer to be cleared depending on the circumstances. There is also port congestion in *********** currently which also does not help the situation. IAL will be looking into MSgt ******** vehicle specifically and will respond directly to provide an update on when he can expect this vehicle to be moving towards its final destination of *********.Review from Gerard C
1 star07/30/2022
They have one job. Ship cars and they cant even do it right. I guess thats what comes with the lowest bidder an absolute embarrassment of a company. They have never failed me, 3 OCONUS tours, 3 times using IAL and 3 times they mess up my vehicle. At least theyre consistent with that. Also treating us service members like second class citizens maybe cause we dont pay for shipping ourselves? Maybe if youre a higher ranking officer you get the red carpet treatment. As for us enlisted folks we get the dollar menu. Whoever owns this company should be ashamed. They expect us to bring in our cars in showroom quality and then we get them back like it rolled around in the dirt. They embody the term Good enough for Government use.International Auto Logistics Response
08/01/2022
I reviewed the shipment details for the 2020 ****** 4 Runner shipped by *************************. I do want to apologize for any issues with the condition of the vehicle at the time of pickup. In ********, port regulations restrict the washing of vehicles which is why we were unable to wash the vehicle prior to pickup. The vehicle shipped from *********, ** which means it was trucked across the entire ************* before sailing to ******** out of *********. This long truck haul does mean that the vehicle is exposed to dirty conditions caused by the weather and road debris. IAL does understand **************** frustration as the vehicle is required to be cleaned at the time of turn in. ************ should have been given a car wash voucher by the *** since we were unable to wash onsite.
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