USTRANSCOM: Know your POV shipping entitlements

U.S. Transportation Command officials have discovered many service members may not realize their entitlements when shipping personal vehicles as they move overseas or return.

“Our customers have reasonable expectations on the delivery of their vehicles,” said Air Force Brig. Gen. Paul Guemmer. “I know I do.”  

Guemmer listed reasonable expectations as on-time delivery, professional and timely customer service, a damage-free vehicle and compensation for damages if they occur, and rental cars.

What happens when expectations aren’t met? 

“There is a system of recourse in place,” said Guemmer. “For vehicles overdue fewer than seven days, the first step is for military members to contact the local personal property, personnel support detachment or finance office.”  

Guemmer, who heads the command’s Privately Owned Vehicle (POV) Fusion Cell, explained that reimbursement for rental cars for military members for those first seven days is capped at $30 a day or $210 a week, based on DOD’s Joint Travel Regulation. The government then deducts those charges from IAL’s bill. 

He pointed out that if rental car rates exceed that amount for days one through seven, an inconvenience claim can be submitted to the contractor, International Auto Logistics. The JTR entitlement does not apply to DOD civilians, but they can get rental car reimbursement by filing an inconvenience claim with IAL. 

“Military members inconvenienced beyond seven days because of a missed delivery date can file a claim with IAL,” said Guemmer. “They, and DOD civilians, can also file an inconvenience claim for temporary lodging if vehicle delivery is delayed.”

IAL will consider reimbursement for amounts exceeding entitlements on a case-by-case basis and based on circumstances, provide reimbursement.

“Although IAL pays for inconvenience claims for lodging and rental car expenses, customers can file for other expenses with proper documentation and rationale for IAL’s consideration,” said Guemmer.”

For vehicle damages, IAL provides customers an option for on-site settlement for claimed damage. Claims for additional damage can be reported within a reasonable period.  The military claims office will not pay out for the same damages.

“Our personnel deserve the best treatment from us and those we contract to serve with us,” Guemmer said. “Customers who are not getting what they deserve when dealing directly with IAL can always get in touch with the contracting officer representative at the vehicle processing center or by emailing the USTRANSCOM POV Inspector General Customer Support Team.”

“Our assessment teams and contracting officer representatives have surveyed container freight sites and every vehicle at those facilities,” Guemmer said. “We are reconciling our data with IAL’s to ensure information on the IAL Web site is accurate and timely.”

Claims information for IAL: 1-855-389-9499, Option 3; email: claims@ialpov.us

Vehicle tracking: www.pcsmypov.com

Contact information for the IG team: usarmy.scott.sddc.mbx.pov-ig-response@mail.mil