Complaints

This profile includes complaints for International Auto Logistics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  International Auto Logistics

  110 Office Park Ln Ste 200 St Simons Is, GA 31522-6601

• 

  International Auto Logistics

  1 Joe Frank Harris Blvd Brunswick, GA 31523-7802

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:05/22/2024

  Type:Service or Repair 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.

  IAL refuses to pay for a rental charge after giving our car damages with the glass completely shattered, now we have to wait for the damages to be fixed and be without a car while the damages was not our fault. Water also got inside along with glass, it's a brand new car literally just drove off the lot. Now are forced to pay for rental until the company fixes the issues because the company refused to pay for a rental.

  Business Response

  Date: 05/22/2024

  After further of the claim and circumstances of the situation, IAL is going to reimburse for a car rental. IAL failed to advise of the damage until the customer was already on site picking up on 5/21/24. That was a failure on our part as we should have notified the customer of the damage before they made a trip out to the VPC and were surprised by the damages.
  
  IAL sincerely apologizes that this damage occurred and for the inconvenience the customer is experiencing. The vehicle is currently in for repairs and IAL will be reimbursing for the cost of a rental car while the customer waits.

  Customer Answer

  Date: 05/22/2024

  Hello,
  My wife and I bought our very first brand new ****** ******* in ******* *****. We worked really hard to reach this achievements in our life's. I work in the **** every day and night for this country. I been serving this country for 10 years. I reenlisted for another 3 years and I got ******. My wife and I were very excited and blessed to be able to have our car. 
  We drove from *********** ** ** ******* ** *o drop the vehicle so the company IAL will ship it to ********. 
  The day of yesterday, May, 20, 2024 my wife ******* and I went to pick up our car. 
  IAL deliver our car trashed! The rear window completely destroyed, shattered!. The guys that work at IAL open the trunk of the vehicle and all you could hear was glass falling inside and outside the vehicle. The entire back of the trunk was full of glass and water! In the past week is been raining in ****** so water got inside and destroyed also the car from inside!.
  Our brand new car is not new anymore!
  When we went to claims to tell them what was going on they refuse to pay for our rental vehicle while they fix it. 
  My wife and I are very furious at this point because our brand new car is not new and we have left a debt for a new car including insurance by month for a new car that is not new anymore. This damages were created by IAL not us!. 
  We will want an exactly brand new car with the same value that we got in *****. We also want a rental vehicle while the process is done. My wife and I need a vehicle every day. 
  If this refuses to be done, then we will excel this to the next level and take it to court. 
  The damages to the car were not just superficial. The car is damaged from inside from water! The problem is not the present damage but also future damages that the car could have. The reason for us to buy a brand new car was to avoid to pay to a mechanic and have issues as a used car. We bought a new car so we could keep it for many years! 
  This is not just a vehicle damage but also emotional damage! My wife and I arrive to ****** and the only thing that IAL did was just give us stress, financial problems and a trash car. 
  I want headquarters to take this into serious consideration and fix this issue as soon as possible! 
  "Fixing" the back window will not fix the other problems.
  We don't even know how the damage was created so we don't know what other damages the vehicle has! 
  Another thing I want to add up is that IAL workers say that they didn't know about the vehicle being damaged until yesterday when they deliver the car to us! In the back of the car was mud splash from driving the vehicle and it was dry mud not wet. The day we arrived which is was May, 20, 2024 it was a storm and later on the day it cleared out, but the day we went to pick up the car was very sunny. 
  I told this to one of the employees from IAL and she said that the guys who drive the car their job is not their responsibility to write down or tell anyone what damages had the car. The employee from IAL said they drove our car at night and that's why they were not able to see the back window". To me that makes no sense! You can't see anything from the rear window! How can you not noticed the broken glass!
  I will be waiting for a response towards all of this nightmare! This is ridiculous and unacceptable!.
  I also send a complaint to Business Bureau and I will take this further if not fixed. 
  
  
  ***** family bought their brand new car in ******* ***** the day of March, 5, 2024 
  
  
  Later we trusted the **** contract with IAL to ship our brand new vehicle in the exact same conditions that we deliver in April, 15 , 2024
  
  
  May, 21, 2024 IAL deliver ***** family vehicle trashed. Rear window completely destroyed, mud every where, water inside trunk and back seats caused by the rain that hit ****** for the past week. 
  Problems are glass everywhere inside, water damage, electrical issues present and future. 
  ***** family end up with a debt for 72 months with ****** for a brand new car, now we have to pay every month a payment for a new car when obviously is not new anymore, thanks to IAL irresponsibility and integrity to deliver a vehicle in the exact same conditions. Refusing to pay rental while the car is being fixed. Putting my family and I in financial problems due to something that I or my wife never caused or did. 
  If ****** dealership would of had this car with water inside and broken rear window and try to sell it to me as "brand new" and pay insurance every month as if it is a brand new car I would of never bought it. 
  IAL would never receive our car in the same conditions they are trying to give it back 
  
  
  We want our brand new car back not just a fixed rear window and inside vacuum without knowing the reasons of how this damaged happen. Who can provide me with future proof that this damaged cannot follow future years? This is not acceptable. I trusted the company to deliver my car safe not to give us stress and financial problems. I am very unsatisfied and furious about all of this.
  My wife and I hope the company IAL can fix this issue if not then this will be taken to legal matter to government and state court.

  Customer Answer

  Date: 05/22/2024

  Hello,
  My wife and I bought our very first brand new ****** ******* in ******* *****. We worked really hard to reach this achievements in our life's. I work in the **** every day and night for this country. I been serving this country for 10 years. I reenlisted for another 3 years and I got ******. My wife and I were very excited and blessed to be able to have our car. 
  We drove from *********** ** ** ******* ** *o drop the vehicle so the company IAL will ship it to ********. 
  The day of yesterday, May, 20, 2024 my wife ******* and I went to pick up our car. 
  IAL deliver our car trashed! The rear window completely destroyed, shattered!. The guys that work at IAL open the trunk of the vehicle and all you could hear was glass falling inside and outside the vehicle. The entire back of the trunk was full of glass and water! In the past week is been raining in ****** so water got inside and destroyed also the car from inside!.
  Our brand new car is not new anymore!
  When we went to claims to tell them what was going on they refuse to pay for our rental vehicle while they fix it. 
  My wife and I are very furious at this point because our brand new car is not new and we have left a debt for a new car including insurance by month for a new car that is not new anymore. This damages were created by IAL not us!. 
  We will want an exactly brand new car with the same value that we got in *****. We also want a rental vehicle while the process is done. My wife and I need a vehicle every day. 
  If this refuses to be done, then we will excel this to the next level and take it to court. 
  The damages to the car were not just superficial. The car is damaged from inside from water! The problem is not the present damage but also future damages that the car could have. The reason for us to buy a brand new car was to avoid to pay to a mechanic and have issues as a used car. We bought a new car so we could keep it for many years! 
  This is not just a vehicle damage but also emotional damage! My wife and I arrive to ****** and the only thing that IAL did was just give us stress, financial problems and a trash car. 
  I want headquarters to take this into serious consideration and fix this issue as soon as possible! 
  "Fixing" the back window will not fix the other problems.
  We don't even know how the damage was created so we don't know what other damages the vehicle has! 
  Another thing I want to add up is that IAL workers say that they didn't know about the vehicle being damaged until yesterday when they deliver the car to us! In the back of the car was mud splash from driving the vehicle and it was dry mud not wet. The day we arrived which is was May, 20, 2024 it was a storm and later on the day it cleared out, but the day we went to pick up the car was very sunny. 
  I told this to one of the employees from IAL and she said that the guys who drive the car their job is not their responsibility to write down or tell anyone what damages had the car. The employee from IAL said they drove our car at night and that's why they were not able to see the back window". To me that makes no sense! You can't see anything from the rear window! How can you not noticed the broken glass!
  I will be waiting for a response towards all of this nightmare! This is ridiculous and unacceptable!.
  I also send a complaint to Business Bureau and I will take this further if not fixed. 
  
  
  ***** family bought their brand new car in ******* ***** the day of March, 5, 2024 
  
  
  Later we trusted the **** contract with IAL to ship our brand new vehicle in the exact same conditions that we deliver in April, 15 , 2024
  
  
  May, 21, 2024 IAL deliver ***** family vehicle trashed. Rear window completely destroyed, mud every where, water inside trunk and back seats caused by the rain that hit ****** for the past week. 
  Problems are glass everywhere inside, water damage, electrical issues present and future. 
  ***** family end up with a debt for 72 months with ****** for a brand new car, now we have to pay every month a payment for a new car when obviously is not new anymore, thanks to IAL irresponsibility and integrity to deliver a vehicle in the exact same conditions. Refusing to pay rental while the car is being fixed. Putting my family and I in financial problems due to something that I or my wife never caused or did. 
  If ****** dealership would of had this car with water inside and broken rear window and try to sell it to me as "brand new" and pay insurance every month as if it is a brand new car I would of never bought it. 
  IAL would never receive our car in the same conditions they are trying to give it back 
  
  
  We want our brand new car back not just a fixed rear window and inside vacuum without knowing the reasons of how this damaged happen. Who can provide me with future proof that this damaged cannot follow future years? This is not acceptable. I trusted the company to deliver my car safe not to give us stress and financial problems. I am very unsatisfied and furious about all of this.
  My wife and I hope the company IAL can fix this issue if not then this will be taken to legal matter to government and state court.

  Customer Answer

  Date: 05/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:Hello,
  My wife and I bought our very first brand new ****** ******* in ******* *****. We worked really hard to reach this achievements in our life's. I work in the **** every day and night for this country. I been serving this country for 10 years. I reenlisted for another 3 years and I got ******. My wife and I were very excited and blessed to be able to have our car. 
  We drove from *********** ** ** ******* ** *o drop the vehicle so the company IAL will ship it to ********. 
  The day of yesterday, May, 20, 2024 my wife ******* and I went to pick up our car. 
  IAL deliver our car trashed! The rear window completely destroyed, shattered!. The guys that work at IAL open the trunk of the vehicle and all you could hear was glass falling inside and outside the vehicle. The entire back of the trunk was full of glass and water! In the past week is been raining in ****** so water got inside and destroyed also the car from inside!.
  Our brand new car is not new anymore!
  When we went to claims to tell them what was going on they refuse to pay for our rental vehicle while they fix it. 
  My wife and I are very furious at this point because our brand new car is not new and we have left a debt for a new car including insurance by month for a new car that is not new anymore. This damages were created by IAL not us!. 
  We will want an exactly brand new car with the same value that we got in *****. We also want a rental vehicle while the process is done. My wife and I need a vehicle every day. 
  If this refuses to be done, then we will excel this to the next level and take it to court. 
  The damages to the car were not just superficial. The car is damaged from inside from water! The problem is not the present damage but also future damages that the car could have. The reason for us to buy a brand new car was to avoid to pay to a mechanic and have issues as a used car. We bought a new car so we could keep it for many years! 
  This is not just a vehicle damage but also emotional damage! My wife and I arrive to ****** and the only thing that IAL did was just give us stress, financial problems and a trash car. 
  I want headquarters to take this into serious consideration and fix this issue as soon as possible! 
  "Fixing" the back window will not fix the other problems.
  We don't even know how the damage was created so we don't know what other damages the vehicle has! 
  Another thing I want to add up is that IAL workers say that they didn't know about the vehicle being damaged until yesterday when they deliver the car to us! In the back of the car was mud splash from driving the vehicle and it was dry mud not wet. The day we arrived which is was May, 20, 2024 it was a storm and later on the day it cleared out, but the day we went to pick up the car was very sunny. 
  I told this to one of the employees from IAL and she said that the guys who drive the car their job is not their responsibility to write down or tell anyone what damages had the car. The employee from IAL said they drove our car at night and that's why they were not able to see the back window". To me that makes no sense! You can't see anything from the rear window! How can you not noticed the broken glass!
  I will be waiting for a response towards all of this nightmare! This is ridiculous and unacceptable!.
  I also send a complaint to Business Bureau and I will take this further if not fixed. 
  
  
  ***** family bought their brand new car in ******* ***** the day of March, 5, 2024 
  
  
  Later we trusted the **** contract with IAL to ship our brand new vehicle in the exact same conditions that we deliver in April, 15 , 2024
  
  
  May, 21, 2024 IAL deliver ***** family vehicle trashed. Rear window completely destroyed, mud every where, water inside trunk and back seats caused by the rain that hit ****** for the past week. 
  Problems are glass everywhere inside, water damage, electrical issues present and future. 
  ***** family end up with a debt for 72 months with ****** for a brand new car, now we have to pay every month a payment for a new car when obviously is not new anymore, thanks to IAL irresponsibility and integrity to deliver a vehicle in the exact same conditions. Refusing to pay rental while the car is being fixed. Putting my family and I in financial problems due to something that I or my wife never caused or did. 
  If ****** dealership would of had this car with water inside and broken rear window and try to sell it to me as "brand new" and pay insurance every month as if it is a brand new car I would of never bought it. 
  IAL would never receive our car in the same conditions they are trying to give it back 
  
  
  We want our brand new car back not just a fixed rear window and inside vacuum without knowing the reasons of how this damaged happen. Who can provide me with future proof that this damaged cannot follow future years? This is not acceptable. I trusted the company to deliver my car safe not to give us stress and financial problems. I am very unsatisfied and furious about all of this.
  My wife and I hope the company IAL can fix this issue if not then this will be taken to legal matter to government and state court.

  Regards,

  ******* *****

  Business Response

  Date: 05/30/2024

  Our Claims HQ team has been working with the customer to repair the vehicle back to the condition prior to shipment and we are also offering to reimburse rental expenses for the inconvenience. We truly apologize for this bad experience as this never should have occurred. Accidents to occur when shipping vehicles and we do our best to make things right. In this case, the ******** VPC neglected to notify the customer as soon as they noticed the damaged glass. It was difficult to notice the damaged glass because the glass stayed connected together even though it was shattered. Regardless, this was our mistake and we will do what we can to make it right. 

  Customer Answer

  Date: 06/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  We are not okay with IAL decision on fixing what it was damaged by negligence to our brand new vehicle 2024. Even replacing the carpet and the dashboard will not bring back our brand new vehicle. We are asking for at least to do what ****** is saying since we don’t want any more problems with the car in the future. 

  The reason why we bought a new car was to avoid any mechanical issues, take it to mechanic to fix this and that. Now we are going through this headache caused by IAL.

  My wife ******* and I are not happy with ******** ********* work because they left glass shards everywhere in the rear vehicle, along with stains from adhesive when doing the tint and stains on the dashboard. Therefore we don’t trust them anymore to touch our car.

  We were told by ******* at IAL on Tuesday, May 28, 2024 that we can take the vehicle and find a place to detail it to remove glass and deep clean it and once we receive the receipt that IAL would cover it, including the rental of a vehicle. We wanted to take it to ****** to see what they had to say after the damage, reason why we haven’t got any receipt on the car detailing. We do want a car detailing to remove the glass and deep clean it but detailing it will not assure and promise that we will not have mold in the future even if mold remediation was added to the vehicle. 

  Now the detail is one thing and that is not the main problem. The car is not dirty, the vehicle got water damage caused by IAL that destroyed the rear window, rain got inside who knows how long, damaged carpet and interior like the back seat. We are not even asking for a new back seat.  After we took it to ****** to inspect the vehicle, we found more issues that were not in the vehicle when we purchased back in May, 2024 in ******n. These damages were not also there when we took the vehicle to ******* ***** to be shipped to ******. 

  We notified via email as soon as we saw the discoloration in the dashboard as soon as possible which fall into the 48hrs time frame that we got. 

  ****** also found the discoloration but they found more issues like the dents on the dashboard.

  ****** is a company that we trust and are professionals on their job not us. ****** is the one recommending to replace the dashboard, since they try to fix IAL mess. But they were not able to fix it. The damaged created to the dash board has no fixing other than replacing it. 

  This is a brand new car and was purchased just before sending to ******. ****** recommended to replace the carpet to fix the mold issue because of water damage getting inside the vehicle. Now your only response on the matter is to take the vehicle to a place that did a poor job in the first place to clean it. We are not happy with the resolution at all. 

  This is so unfair and this is our own personal vehicle not yours, ******* or no one from IAL and the solution you guys are giving us is nothing compared to the damages created. Damages created since we landed from ***** to ****** including emotional damage. 

  If this is not something into IAL consideration on fixing our property then we will take this to Congress, Better Business Bureau and to an Attorney.

   

  Thank you

   

  With respect

   

  ******* and ***** *****

   

  Business Response

  Date: 06/04/2024

  IAL is handling this claim in accordance with the ****** Privately Owned Vehicle Contract. If the customer is not happy with our handling they have the option to escalate to their ******** ****** Office for further review. At this time, IAL Claims de4partment is working with the customer to resolve the claim. 

  Customer Answer

  Date: 06/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  We are not okay with IAL decision on fixing what it was damaged by negligence to our brand new vehicle 2024. Even replacing the carpet and the dashboard will not bring back our brand new vehicle. We are asking for at least to do what ****** is saying since we don’t want any more problems with the car in the future. 

  The reason why we bought a new car was to avoid any mechanical issues, take it to mechanic to fix this and that. Now we are going through this headache caused by IAL.

  My wife ******* and I are not happy with ******** ********* work because they left glass shards everywhere in the rear vehicle, along with stains from adhesive when doing the tint and stains on the dashboard. Therefore we don’t trust them anymore to touch our car.

  We were told by ******* at IAL on Tuesday, May 28, 2024 that we can take the vehicle and find a place to detail it to remove glass and deep clean it and once we receive the receipt that IAL would cover it, including the rental of a vehicle. We wanted to take it to ****** to see what they had to say after the damage, reason why we haven’t got any receipt on the car detailing. We do want a car detailing to remove the glass and deep clean it but detailing it will not assure and promise that we will not have mold in the future even if mold remediation was added to the vehicle. 

  Now the detail is one thing and that is not the main problem. The car is not dirty, the vehicle got water damage caused by IAL that destroyed the rear window, rain got inside who knows how long, damaged carpet and interior like the back seat. We are not even asking for a new back seat.  After we took it to ****** to inspect the vehicle, we found more issues that were not in the vehicle when we purchased back in May, 2024 in ******n. These damages were not also there when we took the vehicle to ******* ***** to be shipped to ******. 

  We notified via email as soon as we saw the discoloration in the dashboard as soon as possible which fall into the 48hrs time frame that we got. 

  ****** also found the discoloration but they found more issues like the dents on the dashboard.

  ****** is a company that we trust and are professionals on their job not us. ****** is the one recommending to replace the dashboard, since they try to fix IAL mess. But they were not able to fix it. The damaged created to the dash board has no fixing other than replacing it. 

  This is a brand new car and was purchased just before sending to ******. ****** recommended to replace the carpet to fix the mold issue because of water damage getting inside the vehicle. Now your only response on the matter is to take the vehicle to a place that did a poor job in the first place to clean it. We are not happy with the resolution at all. 

  This is so unfair and this is our own personal vehicle not yours, ******* or no one from IAL and the solution you guys are giving us is nothing compared to the damages created. Damages created since we landed from ***** to ****** including emotional damage. 

  If this is not something into IAL consideration on fixing our property then we will take this to Congress, Better Business Bureau and to an Attorney. (SEE ATTACHED) 

   

  Thank you

  Regards,

  ******* *****

  Business Response

  Date: 06/05/2024

  I understand your frustration and understand that we need to ensure the car is back to the original condition when your turned the vehicle over to us. I want to encourage you to communicate with our HQ Claims team through email using the [email protected] email address. I believe you are currently working a claim with one of our adjusters. Please follow the proper claims process for the remainder of this claim. Our HQ Claims team is happy to address this claim and resolve all outstanding issues.

  Customer Answer

  Date: 06/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  We understand you want us to continue to communicate through headquarters claims but 1,000.00$ is not enough money to cover for damages. We understand you say it's not necessary to change out the seats and carpet of the vehicle, but ****** are the experts and it's not your car that has to deal with situation of glass soaked up deep inside our seats, every time we drive, we hear glass moving around underneath the seats and around. We can't have anyone sit in the back of the car or even out our stuff in the back seat because of this issue. The amount of money offered is not even close to cover for the damage. Not only the glass issue but the stains that were reported on the dashboard within 48 hours after receiving the car. So to say none of the issues are reported is against your policy because everything was reported in emails. We strongly feel this is a disservice to a service member, when the situation is entirely stressful in a military move, we don't need more stress because IAL telling us how our vehicle is not necessary or not to fix like it's their vehicle of their own because chances our if anyone from IAL had to deal with the car in this condition they would not accept this service and circumstances either. We want the vehicle fixed or a new vehicle no exceptions. Based on the receipt of the damages from Toyota, 1,000.00 will not even cover half of what we're going through. 
  

   

  Thank you

   

  - With respect 

  ***** *****, ******* *****

   

   

  Business Response

  Date: 06/05/2024

  Sir, as mentioned before, if the resolution offered by our Claims department is not satisfactory, the next escalation is with your ******** ****** office, that is your right. They can review and offer advice or completely takeover the claim, whatever you prefer. 

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair 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 dropped off my vehicle without an issue on 17 Jan 2024 for a 23 Feb 2024 RDD.-My vehicle eventually traveled down the ********** to ********* where it sat until the boat arrived.-08 Feb IAL tracker indicated the Current Location Vehicle is On Ocean Vessel and is actively crossing the Pacific Ocean.-15 Feb I'm notified that my vehicle is at the designated VPC. However, my car's built-in GPS states it is located at another port.-20 Feb IAL tracker and my car's built-in GPS indicate that my vehicle has returned roundtrip across the Pacific Ocean to ********* port.-20 Feb I call IAL and the agent is apologetic and offers to open up a claim with [email protected] Feb Inquiry@IAL opens up with stating that my vehicle is at ********* and has missed the sailing cut off, made no effort to respond to my question on how my POV crossed the Pacific Ocean roundtrip without informing me. The agent decided to also copy and paste me IAL's GPS policy (even though my car has built-in GPS). The agent also decided to offer absolutely no apology and told me to seek reimbursement from the military first before pursuing IAL.-26 Feb my vehicle still has not arrived at the designated port and I'm still waiting for IALInquiry to "attempt to get further information for you so I can better provide you with an explanation".I'm puzzled on how my POV can cross the Pacific Ocean roundtrip and now as a civilian, I am required to go through military channels to get my rental car reimbursed. An answer to how my vehicle ended up completing a roundtrip would be greatly appreciative as well as covering my rental car.

  Business Response

  Date: 02/27/2024

  CPT *******, I want to sincerely apologize for the lack of clarity involving your vehicle shipment. It does appear that there was a miscommunication at the port as the vehicle was loaded and then not unloaded as it should have been. This was an oversight on the crew working the vessel who neglected to unload your vehicle in ******** port which caused it to resail to *********. Your vehicle was then rebooked to sail to ********. The vessel arrived into ******** last night (2/26/24) and is unloading. Your POV should be available very shortly for pickup. I do apologize for the delay in transit given that it sailed back to ********* port. In regards to a rental vehicle, I believe ***** shared the rental reimbursement process with you. Rental reimbursement for the first 7 days after a missed RDD is filed through your finance office. If we fail to deliver your car more than 8 days after your RDD, then IAL would step in to cover any reimbursement from day 8 until vehicle delivery to the destination VPC. I apologize again for this oversight and will make sure the ************ gets your vehicle shuttled over from the port as quickly as possible.

  Customer Answer

  Date: 02/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21351288

  I am rejecting this response because:

  I Accept the response but I wish to elaborate that I wish the covered rental car reimbursement for a missed RDD by IALPOV was better. IALPOV has shipped my POV to my home of record as I left active duty military. I've closed out with finance, transportation, and separations. I am no longer active duty military. 

  I've reached out to my last duty station's transportation office, finance office, separation office, and the finance office in ****** to seek if the government will cover the first 7 days of rental car but I'm getting nowhere. 

  I understand my rental car coverage may be a failure between the government and IALPOV. 

  Regards,

  **********

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair 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 picked up my vehicle from the VPC located in Grapevine Tx back in May and there was a big storm that was bout to come through that day. As I picked it up I had almost no time to do a full exterior inspection because I spent the only time I had trying to get my temp plates placed onto my vehicle. After, I felt rushed and was told by one of the employees that if I find anything needed to report just let them know as soon as possible. The next day I checked damages that I wasn’t able to and discovered there were some that were never there prior to shipping the vehicle and my owners manual was missing from my vehicle. I called the VPC and explained to them and they told me to send them the photos of the damages and that the owners manual there was nothing they could do about it and blamed it on it possibly being customs taking it out and never placing it back in the glove box. I then sent off what was asked for. The next instruction given was to send them a quote with the photos so that they can provide what was needed to cover for the damages. After over a week of calling for a status and leaving about 3 maybe 4 messages and sending a couple emails I finally get a email back about 2 weeks after saying they would offer me only $666 to cover for the damages. When all of the damages quoted originally equaled over $6K. Leaving a very wide margin off of what was needed to fix the damages. They were wanting to say that the damages were basically placed and occurred on the vehicle after pickup and not during the shipment and that is completely false. I tried sending them a copy of the inspection report from the vehicle leaving Germany and the inspection did not show any of the damages then. For some reason they refuse to take my word and documentation proof of the condition of the vehicle and make it seem as if I damaged my own vehicle or whatever the case is just to not wanting to give the amount that is needed and supposed to in order to get the Vehicle fixed. Please help

  Business Response

  Date: 06/14/2023

  Mr. *****, I will look into this matter for you. I am reaching out to our Dallas VPC to discuss the claim and will be able to have a more educated conversation with you once I can discuss the details with the VPC Manger regarding her offer of $666. Did you get an estimate for the damages? I see you mentioned $6,000 in repairs. Please send any estimates to ******************* and I can work this with our internal Claims team. I apologize for any delay in this process, but assure you I will make sure it gets reviewed properly. 

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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 have sent several emails and made several phones without resolve - this company damaged my vehicle via the South Korea shipment in September 2022. I submitted a claim to USAA since IAL did NOT want to pay the FULL amount to fix my vehicle. USAA called several times for a partial denial letter but the rep will not respond - my next course of action is smalls claims court because this matter has been going on far too long. They are shipping vehicles and not taking responsibility when they damage them - I have a $50k investment and IAL refuses to work towards a resolution in my favor since these damages are not my fault. Very Respectfully, Dr. Valerie V. Tillman

  Business Response

  Date: 12/20/2022

  The IAL HQ Claims team and *** ******* are currently working this claim with *** ******** IAL has reviewed the estimate submitted by *** ******* and have made an offer towards the damages claimed. IAL is not denying this claim, although there is some differences in how IAL believes the repair should take place. This is typical with vehicle damages as insurance companies and body shops negotiate the type of repairs on a daily basis. IAL is offering to pay for a certain repair and we are unable to reach an agreement currently with *** ******* to date. This is being actively worked. 

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair 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 shipped my car from Rota, Spain VPC, on 29 September 2022. They were very strict during the turn-in inspection with not only the perfect cleanliness, but also with the mechanical condition of the vehicle including but no limit to any dashboard lights. I have a **** ***** ****** with under 20K miles, the inspection at the VPC in Rota, besides minor scratches was perfect. At the vehicle arrival, I scheduled a pick-up appointment on16 December 2022, one of the representatives from International Auto Logistics (IAL) San Diego asked me for my ID then little later invited me to see and inspect the vehicle for pick-up., At this point it all went down. First of all the battery was dead, then, I noticed the ENGINE LIGHT on, and I proceed to ask questions. The representative called the Manager, and from this point from the very beginning he was very clear on saying that the company will not respond for "mechanical issues". I proceed to start recoding a video due to the many inconsistencies. I am formally requesting the Company to pay for the damages and inconveniencies, it is not fair with the customers and the Service members to receive a vehicle with damages,including mechanical damages due to the incompetent labor from the staff, in my opinion the car looks like somebody manipulated something or change any part under the hood, and this is making the check engine light to be on. It is very disappointing the way the manager fail the staff members fail to take any responsibility for the failures, instead, they insist on repeat multiple times "there is nothing we can do". The manager apparently filled out the appropriate claim form, straight lying on the statement saying that he "disagrees" with my complaints, when the evidence and the facts shows otherwise. Pictures were taking and videos as well to support this complaint. I ended up leaving the vehicle over there, since neither my wife nor I felt safe and comfortable driving it until the problem gets solved.

  Business Response

  Date: 12/19/2022

  In reviewing this shipment, it does appear that our Headquarters Claims team is working this claim directly with the owner. Because mechanical/electrical claims need to be investigated and diagnosed, we do ask for the vehicle owner to have the vehicle diagnosed by a mechanic to determine the cause of the engine light or failure. Once a diagnosis is performed, we would be able to know whether the issue was due to IAL's negligence or due to wear/tear or mechanical failure. The 2020 Mazda has less than 20,000 miles which indicates it is still under factory warranty if this is an issue that Mazda can trace to a mechanical failure/defect. The IAL claims team will work with Mr. Lopez Riano to get his claim reviewed accordingly.