"It's deeply unfair," said Ailén García, summarizing her distress since August 2025. After spending thousands to ship a car to Cuba, neither the vehicle has arrived nor has she received a refund months later.
García joined others in a protest outside a shipping agency in southwest Miami-Dade this week, seeking answers.
According to Telemundo 51, customers were promised their cars would reach the Havana port within roughly two months. However, the deadline passed without delivery.
"I paid for my car in August. It's been months of uncertainty and frustration," García remarked.
Other customers share similar experiences, reporting they paid hefty fees to ship their vehicles but now face unfulfilled promises and unexpected expenses.
Unexpected Costs and Middlemen
Invoices reviewed by the media suggest payments were made to Lucero Service, a Miami-based travel agency. The owner, Yaumara Morales, clarified via phone that her company acted as an intermediary with another firm, OK's Charter, owned by Kenny Chávez.
"We were directed here by her, so we came seeking answers," García explained.
Meanwhile, some vehicles remain at the Port of Miami, incurring additional fees, according to customers. "I went to the port, and to retrieve my car, I have to pay," one person lamented.
Documents provided to Telemundo 51 show storage fees sometimes exceeding $11,000, further straining families who have already invested in shipping.
Company's Response to the Delays
In a statement, Kenny Chávez, owner of OK's Charter, insisted the company continues operations without intending to breach commitments.
"Some exported vehicles have faced logistical delays at both the departure and arrival ports. In certain cases, storage fees weren't promptly communicated to us," the statement read.
The company is working with legal advisors to assess the situation and determine accountability, aiming for a resolution within the legal framework.
Chávez mentioned a recent banking review temporarily impacted fund availability and refunds, which are being evaluated individually.
However, clients argue the lack of clear communication and concrete solutions leaves them in a desperate situation.
"They need to take responsibility, return our cars, our money. It's our sacrifice," García emphasized.
Impact of New Cuban Restrictions
These complaints arise amid a challenging time for vehicle shipments to the island. On February 19, the Cuban Ministry of Foreign Trade and Foreign Investment halted new contracts and shipments of combustion vehicles amid a severe fuel crisis.
The notification, signed by Deputy Minister Carlos Luis Jorge Méndez, affects new operations and standing contracts, sparing only diplomatic personnel, cooperatives, and contracted crews.
While the suspension persists, the sale of already-stored combustion vehicles can proceed. Recipient entities must inform suppliers and clients and take necessary action to comply with the directive.
The measure comes amid prolonged power outages, partial transport shutdowns, and severe energy restrictions affecting various sectors of the Cuban economy.
Recently, reports have increased about vehicles held at ports like Mariel and Transimport facilities, exposed to the elements without official explanations. The state-owned Aerovaradero also faced criticism after images of deteriorating motorcycles stored at Santiago de Cuba's international airport surfaced.
For Cubans who paid for shipments from Miami, the situation on the island does not clarify the fate of their vehicles or money. While companies cite "logistical delays" and banking reviews, those affected demand concrete and transparent solutions.
Frequently Asked Questions About Car Shipments to Cuba
What are the main reasons for delays in car shipments to Cuba?
Delays in car shipments to Cuba are primarily attributed to logistical issues at both departure and arrival ports, as well as recent Cuban restrictions on vehicle imports due to a fuel crisis.
Who is responsible for resolving the shipment delays?
Resolution of shipment delays involves both the intermediary agency Lucero Service and the shipping company OK's Charter, as well as legal advisors assessing the situation.
How are Cuban restrictions affecting vehicle shipments?
Cuban restrictions have temporarily halted new contracts and shipments of combustion vehicles, except for certain exempt groups, due to an ongoing fuel crisis.