ComplaintsforTrans Global Auto Logistics

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We dropped our two vehicles off for shipment departing ****** arriving to ******* on May 25, 2023. When the booking as made, we were told the vehicles would arrive in ******* around the end of July 2023. Our two vehicles arrived in ********** mid-June 2023, and did not depart ********** until August 12, 2023, finally arriving in ******* September 22, 2023. It took almost four months for us to receive our vehicles. Our move from ****** to ******* May 26, 2023, with our 9-year-old daughter and 35 weeks pregnant wife, we were expecting our vehicles at least within a reasonable time after the quoted arrival date July 2023. We ended up purchasing a vehicle as we had no clue when our cars would arrive as the rental car was quickly adding up. We just excepted it is what it is at the time and just hoped for a flawless delivery.My wife and I were finally able to take delivery of our vehicles October 9, 2023 (4-1/2 months later) and were in total disbelief! It looks like the drivers side window on both cars were left down with dirt and debris on the leather interior! Additionally, the right-side rear rim on the M4 was damaged! The M3 front bumper was hit on the license plate causing a crease in the number plate! There were minor scuffs on both vehicles I was able to have paint correction done for removal. My complaint is there was total neglect for our two vehicles and Im seeking at a minimal, reimbursement for the damaged rim that cost $2,215 (please see estimate). I personally feel paying $8,230 for shipping, our cars should have arrived earlier and in the condition, we dropped them off. I've been trying to work with Trans Global Auto Logistics since October 9, 2023 (1-1/2 months), and feel have been getting the run around on who is responsible for the damage/neglect during custodial responsibility of our two vehicles. Trans Global Auto Logistics- Please make this right as I feel I'm being very reasonable only asking for the wheel replacement cost.

  

  Business response

  12/12/2023

  
  First and foremost, we extend our sincerest apologies for the distress and inconvenience caused by the extended shipping timeline and the condition in which Mr. ******* vehicles arrived. We understand the importance of timely and safe delivery, especially considering his family's circumstances involving relocation and the arrival of a new member. We deeply regret that our service did not meet his expectations.
  Regarding the shipping process, **************** was informed the transit time and procedure are more complex when shipping to Europe from ****** since there are no direct sailings.  We would like to clarify that for this shipment, it involved shipping his vehicles from ****** to ********** and then moving them to another terminal in ***********, for shipping to *********** and then trucking from there to their final destination in Europe. We regret any misunderstanding regarding the expected delivery timeframe. Its important to note that while we strive to provide accurate estimates, we however inform our customers verbally and in writing of the likely possibility of delays in ocean carrier schedules, caused by the ***** global logistical recovery. We endeavor to keep our customers informed of such potential delays,both verbally and through our booking forms and email correspondence, which was the case with *****************
  Upon the arrival of the vehicles in **********, they were transferred to the next terminal for the subsequent leg of their journey. We provided **************** with the updated sailing details, including expected departure and arrival dates. Unfortunately, a delay occurred due to the limited availability of the ocean carrier, pushing back the schedule about 30 days. We understand that this was a significant inconvenience and appreciate his patience during this process.
  Regarding the condition of the vehicles upon arrival, we recognize Mr. ******* concerns about the damage and the cleanliness of his cars. While it is our policy to recommend **************** coverage for all shipments to safeguard against such incidents, we understand that not opting for this insurance was Mr. ******* decision based on the information provided.  Please note, we inform customers verbally and in writing that it is their responsibility to insure they have the proper coverage either through Trans Global or a 3rd party of their choosing and that Trans Global is only acting as a Transportation Service Provider and can not be held liable (referenced on page 3 of Terms and Conditions under ****************).  Despite this, we are always committed to assisting our customers through any claims process in the event there is a damage claim.  **************** was advised on November 28th that filing a claim with his insurance provider,supported by the inspection reports and shipping documents we have furnished,is the recommended course of action.
  We genuinely regret any perception of neglect or miscommunication on our part. Our team is dedicated to resolving your concerns and ensuring a satisfactory outcome. If there are additional ways we can assist or clarify matters further, please do not hesitate to contact us.

  Customer response

  12/14/2023

  Complaint: 20919243
  
  I am rejecting this response because:
  
  I was never informed of a 30 day delay and this is the first Im hearing about it. Additionally- opting for your insurance wouldnt have prevented the condition and damage we received not only one car, but two cars condition. Luckily I do have USAA insurance and based on my experience with TGAL, I can only imagine the head ache to file an insurance claim if I opted for their insurance. I paid a lot of money to ship two cars and the service did not matchup! Of course, the blame will always be shifted to the customer
  
  Regards,
  
  *************************

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid transglobal $3,000 to ship my vehicle from my duty station (*******) to my new duty station in *******. I paid for door to door shipping. I received a phone call from the driver of transportation truck that he will be unable to deliver my vehicle on the agreed upon date due to inclement weather affecting the area. The truck driver then told me he had a "lot" where he can secure my vehicle till the new delivery date. When i checked the *** location of my vehicle, my vehicle was taken from Customs to his personal house. I have the locations to prove this. Is this common practice for truck drivers to pickup customers vehicles and take them to their personal house as if it was their own property to do whatever with? I paid for my vehicle to be delivered to me from the port, not to the truck drivers house where they can do whatever to my vehicle and deliver it to me and pass any damages off as if it can from shipping. Im requesting complete compensation from the business as my vehicle is currently not in my possession after clearing customs and technically stolen. My vehicle was shipped to the *********, ** port and now is currently in a residential area in ************, **. Now where in the delivery contract said anything about my vehicle being held as personal property by the truck driver at his personal house

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am very dissatisfied with the treatment given to me, regarding the shipment of a vehicle from ************ to Europe in July 2021. I have called plenty of times to make sure the shipment was going to take place because I had a flight to Europe to then pick up the shipped vehicle. I called once more, two days before the vehicle had to be shipped, and only then, I received the news that it wasn't going to be shipped because they said my vehicle was salvage title. I sent all the documents well in advance, and only at the last moment I was told this. Not only that, I also explained, as it clearly states on the title, that the vehicle wasn't salvage anymore, as it passed the inspection and was now street legal. Having this been told to me only two days before the shipment (only thanks to my call), and having left for Europe to get the vehicle that was never shipped, I had no chance to pick it up from the port and was forced to pay storage fees More detailed explanation in attached file

  

  Business response

  10/12/2021

  On September 13, 2021, ********************************* was invoiced$525.00 for the charges incurred on the cancelled shipment of one 2019 MercedesBenz.  Charges includes $200.00 storage,$150.00 Document Handling Fee, $145.00 Repairs, and $30.00 Wire TransferFee.   These charges remain open and due withoutfurther delay.  Upon receipt of paymentin full, Trans Global Auto Logistics, will release the customers original titleto him. 

  
  The charges due were incurred because the customer failed tonotify us of the condition of his cargo which included extensive damage to therear doors of the vehicle which ultimately caused two steamship lines to refusethe cargo for export. 

  
  As listed on the original quote provided to ********************** on9 June 2021, Rates provided are based on vehicles in a running / operativecondition, unless specifically requested at the time of the rate inquiry. NonOperational vehicles, must roll, steer, brake, and have no leaks and nothinghanging from the vehicle. If a non-operational does not meet this requirement,Trans Global must be informed of its true condition.

  
  On September 24, 2021, General ******** Miranda *************** ********************** and advised him of the circumstances that were beyond ourcontrol that led to our company not being able to ship his cargo.  She also asked that if he paid any chargesdirect to the port that he provide us copies of the receipts so that we couldremove those charges from his invoice.  To this date, ********************** has not provided us with proof that anycharges were paid direct to the port at the time of pick up.  Since he did not remit payment direct to theport, we had to outlay those charges on his behalf. 

  
  As listed in the Trans Global Auto Logistics Terms andConditions WWS001-062020, Trans Global enforces and will follow all rules andregulations set forth by U.S. ******************* of ******** Security, U.S.Coast Guard, AES, FMC, Port Authorities, and others. Any possible charges thatmay arise by any of the above or other **** ******************** will becharged to and at the expense of the Cargo Owner. 

  
  At no time did ********************** inform our company that hiscargo was in the condition that it was in.  The back doors would not shut and unfortunately caused two steamshiplines to refuse his cargo.  Had thecustomer made us aware of the condition of his cargo we may have been able toreport the condition to the steamship line prior to the booking being issuedand cargo being delivered to port. 

   

  Customer response

  10/17/2021

  Complaint: 15990956
  
  I am rejecting this response because:

  1) The business states that: the charges due were incurred because the customer failed to notify us of the condition of his cargo which included extensive damage to the rear doors. However, this is simply incorrect. The title and the vehicle were delivered by me at ************ port on July 7th, checked in conditions and approved (see dock receipt attached). The vehicle passed all requirements to be admitted, as well as the ******* title. The guy who took over the vehicle, noticed the rear door damage, but as it wasnt going to affect in any way the vehicle operation, it was admitted. At that point it is clear that the whole conditions of the vehicle have been disclosed, otherwise, they would not be able to take over the vehicle and issue the receipt.
  As proof of what has been written,there are two emails dated July 8th and July 12th (seeattachments). On my side it is also clear that I cannot be responsible for any lackof communication between the steamship company and Trans Global Auto Logistics,and I cannot be entitled to pay alleged expenses other than those that Ialready paid.
  
  2) The business states that: Non Operational vehicles, must roll, steer, brake, and have no leaks and nothing hanging from the vehicle. If a non-operational does not meet this requirement, Trans Global must be informed of its true condition. Again, the vehicle was in a perfectly running / operative condition and met all the requirements. It came with insurance, registration and ******* street legal title. If it was Non Operational vehicles, as stated by Trans Global Auto Logistic, they would not be able to take over the vehicle and issue the dock receipt.
  
  3) The business states that: On September 24, 2021, General Manager, ******************************* emailed ********************** and advised him of the circumstances that were beyond our control that led to our company not being able to ship his cargo.  She also asked that if he paid any charges direct to the port that he provide us copies of the receipts so that we could remove those charges from his invoice.  To this date, ********************** has not provided us with proof that any charges were paid direct to the port at the time of pick up. However, this is also simply incorrect. On September 27, I replied to ********************************* email, attaching the vehicles release receipt (see attachment). It is clear that if I had not paid the expenses on my side, the port would have not released the vehicle.
  
  Again, I cannot be entitled to pay additionalalleged expenses other than those that I already paid at the port. The problemis that they admitted my vehicle having seen and inspected it in my presence.They personally saw that the vehicle was in a perfectly running and operatingcondition. Then, only at the last moment I was told that the vehicle wasnt going to beshipped, creatinga sever inconvenience for me. The lack of communication between the steamshipcompany and Trans Global Auto Logistics, is an issue that goes over my responsibility.  
  
  That being said, Im asking the BBBassistance in order to have the cancellation of the invoice AE27066 and havethe title back.  
  
  
  Regards,
  
  *****************************

  

  Business response

  10/21/2021

  Storage charges on the original invoice have been removed as the customer was able to provide us with proof that the charges were paid direct to the terminal at the time of pickup.  Customer still owes $145.00 for the shrink wrap that was completed, he was advised of the costs for the shrink wrap on July 21st and July 22nd.  We have provided him with photos showing that the shrink wrapping was completed and the email showing how much the terminal was charging us for this service.   In addition to removing the storage charges, we have reduced the documentation handling fee from $150.00 to $50.00.   Accounting Manager, *************************, spoke to the customer by phone on Oct 20, 2021 and the customer stated he was refusing to pay for the shrink wrap services.  Copies of email with revised invoice, proof of shrink wrap and costs are attached to this response. 

  Customer response

  10/24/2021

  Complaint: 15990956
  
  I am rejecting this response because:

  As already explained by phone to the Accounting Manager,*************************, on 09/08/2021 I went to the terminal to pick up the vehicle.

  Then I spoke with the person at that place and he told me that I had to pay tohave the vehicle released.
  After having seen the vehicle, I questioned about the chargeof $145 for the Shrink wrap, which was useless if at the end they have noteven shipped the vehicle.
  Moreover, He easily realized by himself that the charge wasso unreasonable for just a layer of plastic wrap that can be installed in 5minutes!

  Having that said, he spoke with the person who was in chargeand agreed to waive the Shrink wrap fees, but I had to pay $200 as storagefees, which is what I did and what I have been trying to explain since the beginningto Trans Global Auto Logistics.
  
  At this point, Its not clear why Trans Global Auto Logisticskeeps sending me invoices. No services were properly accomplished by them,failed to keep a prompt communication with the Terminal and failed to keep thecustomer updated on what was going on time.
  
  Regards,
  
  *****************************

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