ComplaintsforCanadian Car Shipping

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this business to ship my car from ********** to ******* in July 2020. We were emailed forms to fill out to start the import/export process and were requested to return these forms to the company; by doing this we were told we will be provided with an ITN# which would initiate the export process. We completed and returned the forms and were never provided with an ITN# nor were we asked or informed that we needed to complete any further steps to export the vehicle. When I contacted the company with questions about the import/export process, I was not provided with any further information and was just told I would complete the process via "self clear" at the bonded facility in ******, which I was under the impression meant I would complete the importation process at Canadian customs (as US customs were not present at this facility). I was able to complete all of the import requirements (i.e. "self clear") at the bonded facility when I picked up the vehicle, but was unaware that the vehicle had never been properly exported. I was under the impression it had been since we had completed all the paperwork for exporting the vehicle provided by the company previously, never heard anything further on that matter, and the bonded facility did not have US customs to complete any further export process (and was under the impression it had already been through US customs @ the border). However, when I reimported the vehicle to the US (as I was only living in ****** temporarily), I was told that the vehicle does not have any ITN# and was never reported as exported. My vehicle was temporarily seized and I paid a penalty fee of $500 and now have this on my record, as so whenever I go through customs, they make me go under further inquiry due to this penalty. I believe this could have been avoided if the company had communicated appropriately. When I emailed the company about this concern, they were rude and unapologetic and saw no fault in their poor communication.

  

  Business response

  09/20/2022

  This vehicle was imported under a work permit. A work permit is considered a temporary import into ****** while they are working in ******.This was explained to the customer when the order was booked. She was informed either by someone else or by internet research that she needed a Form 1 to fully import the vehicle into ******, which is not done with a work permit,again because a work permit is a temporary import. If she had just gone to the bonded facility, and cleared the vehicle under her work permit, she would not have had an issue, but because she read somewhere about a Form 1, and mentioned this to CBSA, she gave CBSA the wrong reason for the vehicle was coming into ******, and they imported the vehicle per her request. As she said, this was done via self-clear and we had nothing to do with that part of this transport.This was also 2 years ago. Based on the email thread attached, a significant amount of information was provided regarding the process, including detailed instructions on how to fill out the information properly. I see nothing rude and unapologetic. All information was communicated appropriately, and its absurd to expect us to pay a $500 fine that has nothing to do with us. If we were at fault, we would have no problem paying this, but all of the information was provided. We have never once had this happen to another customer, and thats because of the thorough and detailed instructions that we provide regarding import/export paperwork and the whole process.

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