WIESBADEN, Germany - When Chief Warrant Officer 2 Jason Gulick's car didn't arrive in Wiesbaden by his required delivery date of July 19, he took matters into his own hands and bought one from the used car lot next to the Wiesbaden Army Lodge.
Gulick lives on Clay Kaserne with his wife and two sons, ages 7 and 1, but since he works at a remote location in the Wiesbaden area of responsibility, having a car is a must. He had no time to deal with the red tape of acquiring a rental car while in-processing, he said.
Gulick is one of a few hundred service members and Department of Defense civilian employees going to or returning from assignments outside of the continental United States who have faced difficulties because of delayed delivery from the military's new vehicle shipping contractor, International Auto Logistics. IAL took over operations May 1.
What service members should know is that they have entitlements in this situation, including direct car rental through the Wiesbaden Vehicle Processing Center.
Here are the actions service members can take if delivery of their vehicles is delayed: If a vehicle has not arrived on the required delivery date, or RDD, the service member should first contact U.S. Army Garrison's 405th Army Field Support Brigade -- Logistics Readiness Center at mil 546-6071 or civ (0611) 143-546-6071. Reimbursement for a rental for up to $30 per day is authorized for service members after their car has arrived.
If vehicle rental costs more than the amount authorized, service members can file an inconvenience claim with the contractor. Call (855) 389-9499 or email claims@ialpov.us or customerservice@ialpov.us. More information is available at www.pcsmypov.com.
DoD civilians must file claims directly with IAL for rental car reimbursement if their car's delivery is delayed.
If a vehicle has not arrived past seven days of the RDD for service members, or for DoD civilians, the customer should contact IAL to file an inconvenience claim. If the vehicle is damaged upon arrival, customers have the option to receive an on-site settlement. They can also contact IAL to file a damage claim.
Rental car and other expenses beyond the initial seven-day period for military members, and claims filed by DoD civilians, will be considered by IAL for reimbursement on a case-by-case basis.
According to TRANSCOM, the vehicle deliveries are improving. In a press release dated Aug. 28, Air Force Brig. Gen. Paul Guemmer, leader of TRANSCOM's fusion cell handling the issue, said TRANSCOM's assessment teams and contracting officer representatives have surveyed container freights and every vehicle at the shipping facilities to ensure IAL's processes are on course and customers have reliable data on the delivery of their vehicles.
"Our personnel deserve the best treatment from us and those we contract to serve with us," said Guemmer. "Customers who are not getting what they deserve when dealing directly with IAL can always get in touch with the contracting officer representatives at the vehicle processing center or by emailing the USTRANSCOM POV Inspector General Customer Support Team."?
Vehicle insurance policies may also be able to help service members and DoD civilians. The U.S. Automobile Association, one of the insurance providers for military members both stateside and overseas, offered advice for its customers. Rebecca Hirsch, a USAA spokeswoman, said the company is working with IAL to locate their vehicle, advise them of their rental car options through IAL, or assist them with rental car reimbursement through USAA if their policy has that particular coverage.
She said IAL has accepted primary responsibility for any damage caused in the shipping process and encouraged members to seek compensation with IAL first.
"USAA auto insurance policies typically cover this kind of damage, but a deductible may apply," said Hirsch. "If a member chooses this option, we'll pursue the claim and attempt to recover the deductible paid by our member.?We encourage our members to contact us directly to discuss claim questions or to determine if their situation has applicable coverage."
Lutz Dressel, a claims officer in the USAA Frankfurt office, encouraged members to check their cars carefully when picking them up from the vehicle processing center and be cautious about what they sign, as it may be hard to file a claim afterward. He offered hope for those still waiting.
"We've received no claims of lost cars," he said. "Most have shipped by now, and hopefully they will arrive soon."
A survey conducted by TRANSCOM confirmed that 95 percent of vehicles shipped after Aug. 1 arrived on time.
The 405th AFSB LRC also provides a community shuttle bus for DoD ID cardholders that runs between Hainerberg Housing, Mainz-Kastel and Clay Kaserne. The schedule is available at www.wiesbaden.army.mil/sites/directorates/WiesbadenDOLInternet/Documents/BusSchedule.pdf. (Chrystal Smith contributed to this story.)
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