Report: #942432


  • Submitted: Mon, September 17, 2012
  • Updated: Thu, November 29, 2012
  • Reported By: FLelea — DES MOINES Washington United States of America
    550 W. 135TH STREET
    GARDENA, California
    United States of America


*UPDATE Employee: International auto shipping services

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On July 12th, 2012 my vehicle, Toyota Tundra 2001, was taken from Des Moines, WA to California. Wendy Gomez said the car will be in American Samoa before July 31st. My family and I went to American Samoa on July 31st. And checked with all the shipping agencies there and was told they do not see a booking for my truck. Instead of Wendy being able to handle my car it was given to Rachel Ulale. I have kept in contact with Rachel and she was able to book my vehicle. But because of the delay and lies from Wendy Gomez, as well as not informing us of how LONG the process would take. Our vehicle is not able to be shipped to American Samoa due to the governments letter of ONLY accepting vehicles 2002 and up, it was affected immediately as of this month. Not only was Wendy unable to handle our vehicle and successfully get a booking she kept giving my family and I the "run around" of when we'd receive our vehicle. [continued below]....
..... I don't mind the delays but what I do mind is the FACT that Wendy Gomez lied to my family and I by telling us what we liked to hear than the HONEST TRUTH. Rachel explained that once the ship sailed, it would take ten days for it to arrive at American Samoa. Wendy did not explain this IMPORTANT detail to me nor has she kept her end of the deal by having our vehicle shipped. Rachel got a booking for my vehicle, why was Wendy not able to do that? If she can't book our vehicle why did she tell me she could but couldn't? This issue has cost my family time and money that we'll never get back. If Rachel were to handle my case from the beginning I know my vehicle would have been able to be shipped to American Samoa before the new rule in American Samoa. If Wendy did not know how to handle my case I would have preferred that she told me straight and contacted Rachel sooner rather than later. All I want is my vehicle and full refund. We have spent over $1,000 in rental fees for a vehicle in American Samoa and now having to pay for the carrier to take my car to California and back. This is very disappointing.
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#1 UPDATE Employee

International auto shipping services

AUTHOR: Sqchumacher Cargo - (United States of America)

To answer this correctly, while acknowledging the pain and loss of money that our client mentions in her complaint, the delays and nature of why the shipment never happened was an accumulation of certain factors. We do ship to American Samoa,
we ship to over 80 destinations worldwide and 90% of our service is based on consolidation shipping. This is putting multiple vehicles inside one 40' container. This allows us to offer the most competitive way to ship your vehicle from the US to its final destination. Some destinations may take longer to book enough cargo to fill the container and then in turn, ship from the US.
At the time, we did have vehicles booked and each shipment is always in various stages of being "ready to ship". This means us waiting on correct documents, delivery of the vehicle or import permits, depending on the port of destination.

Unfortunately, once our client booked, it did take longer than expected to book more cargo and make the ones we had booked in the system, "ready to ship and we can only load once we have sufficient cargo to make the whole process viable. This is why the rates are competitive and appealing to our clients. The reason one person handles a specific file, is because some people handle certain regions of the globe within our company. It has no reflection on their individual capacity to fulfill the process and complete the file. We ship from five ports in the US and have over 50 staff in all areas making sure we complete files with our clients ASAP so we can move cars on the water.

To add insult to injury, in late August we finally had a booking made as follows;

Vessel: Kota Juta
Voyage: 235
Departure from US: 9/6/12
Arrival in Samoa: 10/23/12,

But unbeknownst to us, the Govt agency in Samoa changed the rules on the age of vehicles that are allowed into the country which made the shipping of this vehicle impossible. We had no option but to tell our clients that we could not ship as requested due to legal technicalities and the vehicles had to be returned to their original address here in the US. The rules on shipping vehicles into many countries change from time to time and unfortunately this information comes to us from indirect sources. We strive to keep abreast of all laws and regulations on all destination ports as best we can.
Damien Shields- Sales Manager at Schumacher Cargo
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