Send complaints to...

http://www.jetro.go.jp/en/contact/

IBC Japan is a member of Japan External Trade Organization (JETRO) and Kyoto Chamber of Commerce.

Public Relations Division
Administrative Affairs Department
Japan External Trade Organization (JETRO)
E-mail: webinfo@jetro.go.jp
http://www.jetro.go.jp/

common complaints

My Car took over seven months to get to me!!!
My car was damaged during shipping and I couldn't make a claim
The car had some serious mechanical problems that we not disclosed
I had to spend thousands on my IBC car upon arrival just to get it running

read this thread: http://www.jdmvip.com/jdmcarforums/showthread.php?t=18

http://www.ek9.org/forum/sale/785-don-t-buy-ibc-japan-ltd-ibc-japan-review-3.html

The IBC guarantee or should we say disclaimer

IBC Guarantee
IBC Japan guarantees that the vehicles are described on our website as accurately as possible in an on-site inspection. IBC Japan does recognize that vehicles pass through many different hands in transit to our customers; ports in Japan, stevedores loading and unloading ships, ships crew, ports at destination, storage and transporters etc. and we do not guarantee that vehicles will arrive in the same condition when inspected. Any damage over US$500 should have a surveyors report made and submitted to the ships agent at the destination port if not shown on IBC's checklist as the damage was likely caused in transit.
Bumpers, tires, brakes, clutches, CV joints, batteries, electrical, and audio accessories are not guaranteed unless specifically stipulated. The guarantee is not a warranty; it only guarantees the customer against misrepresentation of the vehicle(s).
IBC Claim Policy
14-day claim period
The importer has 14 days from the date the vehicle arrives at the destination port to notify IBC Japan of any defects or fault that you feel is claimable.
The IBC Japan inspection process limits itself to a visual inspection, cross checking the auction sheet versus the overall condition of the vehicle and supplying a general vehicle description and listing any paint and panel defects at the time of inspection. All defects will be noted on the inspection report.
Any claim accepted outside the 14-day period will be at the discretion of IBC Japan.
There is no insurance coverage on RX7's, Subaru engines, European vehicles, on airbag issues, replacement for aftermarket units, missing stereos, TV screens, GPS modules, cd stacker cartridges, aftermarket blow-off valves, aftermarket gauges, gear knobs, cargo blinds, alloy centre caps, aerials and airbag light illumination and on Ipsum and Spacio ECU's Rust issues on Nissan 4wd's, Suzuki 4wd's, Mitsubishi Legnums and engine issues with Mazda MPV's are also not covered.
Wind screens (Glass)
IBC accepts no responsibility for any glass product or part associated with any vehicle.
Alloys/Tires
IBC accepts no responsibility for any damage/corrosion/scraping associated with any alloy wheels or tires.
Stereos/Sound System and other Accessories
IBC can only accept responsibility for delivery of items within its control. All the vehicles that IBC ships have condition reports and all items on the vehicle are noted at the time of delivery to the shipping company. Stereos, sound systems, and/or other accessories and parts of vehicles missing on a vehicle upon arrival need a Surveyor’s Report commissioned BEFORE removal from the port and a claim filed with the shipping agent.
Any claim, made after removal of the vehicle from the port, will not be recognized by the shipping company due to lack of proof of where the theft or removal took place. IBC cannot guarantee delivery of these items but can assist in any claim to the shipping company as long as a Surveyor’s Report is commissioned prior to removal of vehicle from the port.
Paint and Panel
IBC accepts no responsibility to any paint and panel damage or defect incurred after shipment caused by shipping or transportation. Any shipping damage should have a surveyor's report commissioned while the vehicle is still in the port and submitted to the local shipping agent for claim to the shipping company. Shipping damage is not claimable if the vehicle has been removed from the port in any circumstances.
Weather damage (hail, flood, storm) is not covered under any circumstances by IBC Japan if incurred after shipment.
Transmissions and Clutch claims
Transmission cannot be fully inspected due to the speed restrictions and general nature of inspecting a transmission. At no time are the vehicles driven at speeds greater than 10 km per hour.
If a fault can be verified in the process of inspection then it will be represented on the inspection report. Any large or noticeable problem with the transmission while the vehicle is in a parked position is claimable.
All known factory faults or recalls with different makes and models are not claimable.
Any transmission faults found outside this procedure will be at the discretion of IBC Japan if a claim is acceptable.
Clutches are not claimable under any circumstances although all efforts are made prior to export to make sure they are in working order.
Disclaimer for vehicles over 15 years old
IBC Japan will not cover any defects involving vehicles over 15 years old that relate to the vehicles' age. Please note that while we thoroughly inspect and grade every vehicle before shipment, problems caused by wear and tear should be expected. We will inspect the vehicles and make sure they are in acceptable condition but vehicles of this age often have further problems during the transport and shipping process and we cannot warrant vehicles of that age.
We will not be responsible for any damages or defects in mechanical parts and other problems caused by deterioration due to the advanced age of the vehicle. Vehicles that are 15 years old and above should be purchased at the customer's own discretion.
Summary
IBC Japan has the right to refuse or accept any claim that doesn't meet the claim policy.
IBC Japan makes every effort to make sure vehicles are inspected prior to export and that problems with the vehicles are found prior to shipment so that there are no surprises when the vehicle reaches the customer.
IBC's inspection is meant to take the place of the customer inspecting the vehicle himself. Any problem or defect that is misrepresented or that should have been caught in a normal on-site inspection will be considered if a claim is submitted within the 14-day period. IBC's claim policy is not a warranty and is meant to cover for any mistakes or misrepresentations made in the inspection process. It is NOT meant to indemnify the importer from known problems or normal reconditioning costs and risks associated with importing used vehicles.

Customer service

We this the biggest joke. They are somewhat polite and eager to please representatives and when you are buying they supposidly have a manager right there to either accept or reject your offers on one of their cars.

When there is a problem, like there was with my car having undisclosed defects, the managers are no where to be found. I have been email IBC for 5 weeks for a manager to respond to my request of the inspector report of my car when I purchased it. All they have done is send me around in circles, from one deparment drone to the next.

Insurance

When you buy a car from IBC, they say the car is CIF (Cost, Insurance and Frieght).

Well you get two of those things... the third is just in there to make it sound good. I would love to have someone post that has ever filed a claim and received any money.

In the fine print you are insured for a max. of $500

the honor system

When you are looking to buy are car online, especially from Asia, you have to put all your trust into what is being presented to you on a one page website describing the car.

You see that 99.9% of the time they will mention a dent here, a scratch there etc. but what the so called vehicle inspectors are failing to check are the more important thing like does the car run. Is there actually an engine behind that nice picture.

They say the car has had a full inspection done and when you ask for it you get something like this:


Arrival Inspection Report

1997 BMW 525I
Specifications
Chassis No:
WBADD42-010BV06304
Sub Model:
-
Transmission:
Auto
CC Rating:
2500
Engine Type:
Petrol
Kilometers:
78003
Vehicle Grade:
3.5
Features and Accesories
Color:
BLACK
Doors:
4 Door
Power Steering:
Yes
Power Windows:
Yes
Air Conditioning:
Yes
Interior Color:
GRAY
Interior Type:
Deluxe Cloth
Sunroof:
No
Wheel Style:
Mags
Arrival Information
Arrival Vessel:______________________
Date of Arrival:_____________________
Overview
P/S, A/C, P/W, ABS, Dual Air Bag, Alloy Wheel5 Seater,HID, Digital Meter, Sunroof (Auto),19 inch Aluminum wheel, indicator mirror

*201121*
Right Rear 1/4 panel small paint touch up, Rh Rear door minor paint touch up, after market suspension, low down

Interior Grade B
Stereo/CD/MD/TV:
Yes/No
CD Changer:
Yes/No

Additional damage:
Yes/No
Trunk/Box checked parts:
Yes/No
Parts Description:

Date:
Time:
Inspector:
Transporter:
Notes:

Pre-Delivery Vehicle Inspection Report

Inspector:
Date:

1997 BMW 525I
Specifications
Chassis No:
WBADD42-010BV06304
Sub Model:
-
Transmission:
Auto
CC Rating:
2500
Engine Type:
Petrol
Kilometers:
78003
Vehicle Grade:
3.5
Features and Accesories
Color:
BLACK
Doors:
4 Door
Power Steering:
Yes
Power Windows:
Yes
Interior Color:
GRAY
Interior Type:
Deluxe Cloth
Sunroof:
No
Wheel Style:
Mags
General Information
Departure Date:
10/30/2008
Vessel Name:
Alliance Norfolk (KS)
Loading Port:
Kawasaki
Bill of Lading:
HOEGNF09KSGT0008
Discharging Port:
Georgetown GC
Importer Name:
Georgetown GC
Frontal Impact Appraisal
InnerFrame damage
Y
N
Under body damage
Y
N
Exterior damage
Y
N
Under body rust
Y
N
Frame alignment
Y
N
Meter Diagnostic Appraisal
Auction Kanri Check
Y
N
Visual Appraisal
Y
N
Meter removal check
Y
N

Contaminant Removal Pre-inspection Check

Engine Area:
Y
N
Wiper area(F):
Y
N
Battery Area:
Y
N
Air filter intake:
Y
N
Bumper(F):
Y
N
Radiator:
Y
N
Winscreen:
Y
N
WindowGuard(F):
Y
N
Inner Door(F):
Y
N
Wheel Well(F):
Y
N
Inner Door(R/F):
Y
N
Wheel Well(R):
Y
N


Dash Board Ins:
Y
N
Door Pocket(F):
Y
N
Ashtray(F):
Y
N
Glove box:
Y
N
Center console:
Y
N
Mats(F):
Y
N
Seat Inspection:
Y
N
Seat Check(R):
Y
N
Mats(R):
Y
N
UnderSeat(F/R):
Y
N
Window(R):
Y
N
Door Pocket(R):
Y
N

Bumper(R):
Y
N
Muffler:
Y
N
Wheel Cover:
Y
N
Inner Trunk:
Y
N
Tool kit area:
Y
N
Spare Tire:
Y
N
Wheel Well(R):
Y
N
Inner Door(R):
Y
N
Wheel Well(R):
Y
N
{{Inner Door(F)}}:
Y
N
Under Carrage:
Y
N
Roof/roof rack:
Y
N

Inspectors Notes:

We,Autoterminal,certify that the information within this report is correct and due diligence was performed to meetgovernmental regulatory requirements and unbasis to alternative commercial activities.

Endorsement ReferencesJapan Auction Data base and Meter Kanri system - Autoterminal NZ compliance services - Swift Cargo custom brokerages services - VTNZ Companies Services - Autoterminal International NVOCC and Freight Forwarding Operations Limited Interpole Stolen Vehicle Association - Japanese Police Authority - Japanese Customs Authority Seatrades Freight forwarding and NVOCC operations - FMZ maritime securities and legal advisors USA - NTKK meter diagnostic specialistsPort Everglades Port Authority - United States Federal Customs Authority - United States Foreign Trade Zone Authority Foreign trade zone and customs bonded global terminal operator - NVOCC - Freight Forwarding - Vehicle Appraisal - Quarantine Services - Odometer verification - Stolen vehicle Checks - Quarantine Services - Online Tracking Services


That right.. if you look at it it is incomplete. the inspectors name is blank, they are so stupid they sent me a blank inspection form.

This is why my car arrived with a leaking radiator ($800) , a power window that didn't move ($500), CV boots worn out ($250), the glove box broken (?)

When I go to question why this was never mentioned they say it happened in transit. Perfect I said cause I paid for insurance... their answer... is no response and they will ignore you til you are fed up and leave them alone.