{"id":114797,"date":"2014-10-17T18:57:40","date_gmt":"2014-10-17T18:57:40","guid":{"rendered":"https:\/\/one.sightlinemg.com\/militarytimes\/uncategorized\/2014\/10\/17\/progress-on-car-shipments-difficult-to-measure-verify\/"},"modified":"2026-08-08T13:48:27","modified_gmt":"2026-08-08T13:48:27","slug":"progress-on-car-shipments-difficult-to-measure-verify","status":"publish","type":"post","link":"https:\/\/one.sightlinemg.com\/militarytimes\/news\/2014\/10\/17\/progress-on-car-shipments-difficult-to-measure-verify\/","title":{"rendered":"Progress on car shipments difficult to measure, verify"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">A backlog of personal vehicle shipments in U.S. Customs has been &#8220;significantly reduced and is very near to normal clearance timelines,&#8221; according to the new contractor responsible for shipping troops&#8217; cars on reassignment moves to and from overseas.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But details on the progress the contractor has made overall remain unclear.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">U.S. Transportation Command officials can&#8217;t discuss specific performance results of International Auto Logistics, the company that took over the contract May 1, which said in late August that it expected to fully clear the backlog by the end of September.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">TRANSCOM spokesman Cmdr. David Nunnally said that while there have been improvements in the rate of on-time delivery and responsiveness to customers, it&#8217;s &#8220;not to the extent our men and women in uniform deserve.&#8221;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As of late September, the biggest bottleneck was at U.S. Customs, caused by a number of IAL procedures. As the company worked to resolve the problems, more than 1,000 vehicles cleared Customs in the first week of October, said IAL spokeswoman Amanda Nunez.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Troops have complained for months about late delivery of vehicles and IAL being unresponsive to inquiries about vehicles&#8217; status.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In early August, TRANSCOM, which oversees the contract, set up a special team to address the problems. IAL has voluntarily taken steps to resolve various problems that were causing bottlenecks along its POV transportation pipeline, provided more accurate tracking information for troops on its website, and hired a call center to handle the volume of calls and respond to troops&#8217; inquiries.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As of Thursday, about 10,800vehicles were in transit, according to IAL, but information was not available about how many of those are late. Since Aug. 21, about 10,000 more vehicles have entered the system, and about 14,450 have been delivered.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">IAL said that between May 1 and Oct. 16, more than 39,000 vehicles had been dropped off for shipment; more than 25,500 had been picked up by owners at destinations, and 2,700 were at processing centers awaiting pickup.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Christel Wilder, wife of an Army master sergeant, said the family&#8217;s Honda CRV is among the vehicles in transit \u2014 and it&#8217;s more than two months late. She and her husband dropped off the car in Germany on May 23, and it was supposed to be delivered to Hawaii by Aug. 18.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nearly five months later, IAL&#8217;s tracking website &#8220;finally said &#8216;on ocean vessel,&#8217; &#8221; heading for Hawaii, she said, adding that the car apparently spent six weeks in Houston, awaiting customs clearance.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;No one reached out from the Army or IAL to say the [required delivery] date was coming and you&#8217;re nowhere near getting your car,&#8221; she said. She tried calling IAL, with no success \u2014 an experience shared by many families.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;They&#8217;ve never reached out with guidance on how to go forward,&#8221; she said, adding that she&#8217;s had to do her own research on getting a rental car and filing an inconvenience claim.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It was not until after she contacted the office of her senator, Sen. Patty Murray, D-Wash., that &#8220;suddenly I started getting updates&#8221; from IAL and the Surface Deployment and Distribution Command, which was managing the contract, she said.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">She said she still doesn&#8217;t know why her car sat at customs from July 29 to Sept. 15.An email she received from IAL &#8220;makes it sound like [IAL] had nothing to do with why it was sitting there awaiting customs,&#8221; she said. &#8220;We have no control over the customs authority, but are tracking your vehicle so it can be moved as soon as it is released,&#8221; stated the email, sent on Sept. 4.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">An IAL official said earlier that the company isn&#8217;t blaming customs, but has learned that part of IAL&#8217;s own procedures have halted cars in the customs process. Among other things, the company learned that shipping vehicles more than 25 years old, and shipping particular types of vehicles such as Land Rovers and Range Rovers required different procedures. And instead of hundreds of cars on one bill of lading, they now put 10 or fewer on the shipping document. If there was a holdup on one of those POVs in customs, it affected all those POVs on the bill of lading.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;I hope TRANSCOM understands that while our hardship may be minor to them and worth the money saved, it&#8217;s a huge inconvenience &#8230; and service members deserve better,&#8221; Wilder said.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nunnally agreed, noting that senior command officials, including Air Force Gen. Paul Selva, TRANSCOM commander, &#8220;have personally met with IAL&#8217;s executive leadership team on several occasions&#8221; to discuss the issues.&#8221;We continue to impress upon IAL they absolutely must improve their rate of on-time vehicle deliveries and customer service responsiveness. &#8230; IAL&#8217;s performance to date is unacceptable.&#8221;<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"640\" height=\"360\" src=\"\/wp-content\/uploads\/2026\/07\/default-militarytimes.jpg.jpg\" alt=\"\" class=\"wp-image-2692\" srcset=\"https:\/\/one.sightlinemg.com\/wp-content\/uploads\/2026\/07\/default-militarytimes.jpg.jpg 640w, https:\/\/one.sightlinemg.com\/wp-content\/uploads\/2026\/07\/default-militarytimes.jpg.jpg?resize=300,169 300w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>A backlog of personal vehicle shipments in U.S. Customs has been 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