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Montway Auto Transport

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Reviews Montway Auto Transport

Montway Auto Transport Reviews (355)

Couldn't have asked for better service. Picked up,a day early and delivered at close by alternate location happily.

These guys were great.

Initial Business Response /* (1000, 5, 2014/09/12) */
On August 14, the customer contacted our office for a shipping quote, which we provided. This order was dispatched the very same day with a pickup date set for August 15th. When our truck arrived as planned we were required to provide a...

gate pass to pickup the vehicle not to mention the car keys were not available, the customer never advised these restrictions before hand which left us unprepared for loading. We immediately contacted the customer and the pickup contact. Montway exhausted all forms of communication to reach the customer: multiple emails and excessive voice mails all deemed to be unsuccessful for 6 days.
On August 21st the customer finally contacted our office after failed attempts to reach him. We were then provided with a gate pass and assurance that car keys were now available. We informed the customer that another carrier had to be assigned, since the first one waited around the area for days trying to pickup his car, and unfortunately was not able to wait around any longer since he delayed other deliveries on his trailer. We were extremely apologetic and did our very best to assign another trucker as quickly as possible, so the customer would not have to wait for pickup. A second trucker was dispatched the very same day with a pickup date set for August 22nd.
When the second truck arrived for pickup the gate pass provided by the customer did not work. Montway made contact with the customer via email and phone in attempt to receive a successful gate pass. Since the trucker was already at the location for loading we advised the customer to contact the auction and to just provide the gate pass to the trucker. 3 days later the trucker informed us they are still waiting to pickup the car, as the customer never called to provide the gate pass. After calling the customer repeatedly we were provided with another gate pass. The trucker started to load the vehicle on his trailer but was unsuccessful because the car would not start. When a customer calls for a quote we ask for the condition of the vehicle: is it running or non running, if non running does the vehicle roll, brake and steer. We ask this information to ensure we send a properly equipped truck, before attempting to load this vehicle we were never made aware its non running condition. We spoke to the customer about the vehicle condition and asked for him to provide additional information: does the car roll, break and steer. The customer informed us he would call back with that information. As a courtesy we offered to place the order on hold until we hear back from him, customer agreed. Resulting in yet again another trucker assigned waited days to pickup this car delaying other deliveries on his trailer.
We did not hear from the customer again until September 2nd, which was 8 days after the order was placed on hold. When the customer called he requested to cancel.
As stated in our terms and conditions, which is listed on our website, we we require all forms of cancellation to be made in writing and once a trucker has been assigned there is a cancellation penalty. The partial payment is then considered non refundable. Once the customer called to cancel he was referred to our terms and conditions: advised to send a cancellation email and furthermore was advised that his partial payment was non refundable.
In this case we did twice the work: assigned two carriers, both of which were unable to pick up the car due to improper pickup information and the shipment being misrepresented. I do apologize for any inconvenience this may have caused the customer, but Montway did provide the contracted service, assigning two truckers to pickup this vehicle. Therefore the partial payment remains non refundable.

Great Customer Service

The customer's vehicle was delivered by the assigned carrier, [redacted] Autodirect Trucking LLC, on Thursday 1/28/2016. Montway Auto Transport had been in constant contact with Mr. [redacted] since his...

order was first booked with Montway on 12/28/2015, including two courtesy calls, as well as over 15 different status update phone calls that were made to him by various dispatch and support agents, keeping Mr. [redacted] posted on any and all progress that was being made with locating and assigning an available carrier, as well as tracking the exact whereabouts of his vehicle, while it was still in the process of being transported by [redacted] Autodirect Trucking LLC.
In most cases, we ask customers to please allow a window of 1-5 business days from the First Available Date of Pickup, (which in this case was 12/28/2015), to assign a carrier and coordinate pickup of the vehicle, but this time-frame is only estimated. There are factors that can either prolong, or expedite the carrier assignment process. Mr. [redacted] was advised by the agent that booked his order, that as his order was booked and required transport to be executed during a major holiday season, that  driver availability would be limited. Driver availability the two weeks before and after any major holiday is extremely limited, as many drivers opt to be off the road to spend time with family and friends to celebrate their holiday of choice. Also,both the pickup and delivery locations for this particualr order are areas that are deemed rough/trouble areas for driver's to access and navigate thru, geographically speaking. As such, there are only a limited amount of carriers available at any given time going in and out of these areas. If you couple that with the fact that the order was booked and required transport during a major holiday season, the result is a longer-than normal delay in carrier assignment, and ultimately the actual transportation of the customer's vehicle.
Please note that all service dates in the auto transport industry are only estimated, as there are many unforeseen circumstances that may arise to cause a delay in the transportation process: traffic delays/detours/speed limits, weather delays, mandatory rest stops, pickup/delivery client availability delays, weight station checkups, police inspections, truck breakdowns, driver's health issues, etc. Thus the provided estimated dates could vary, depending upon the circumstances that are relevant to that particular order. We are transparent with our estimated date policy; it is published on our website, informed at the time of booking, and mentioned in every email communication thereafter. We always advise our customers to pay attention to all of the details in the Terms and Conditions, in any type of contract or order in which they choose to engage. As part of accepting our service, we do expect that our terms and conditions are understood, and that both the customer, as well as Montway, are appropriately held accountable to our terms and conditions.

I had a pleasant experience with this company, I paid for there surfaces through [redacted] and everything went as promised and according to schedule .

Found Montway on a [redacted] search. The contact was simple, terms and conditions easy to understand and fair. They responded quickly. They stayed in constant communication and the car arrived right on time in great condition.

Montway offered a very competitive quote for an enclosed transport, pick up the car on the desired date in Florida and delivered it to Indiana 36 hours later. I was not home, but the driver worked with my friend to unload the vehicle and park it in a tight space in our garage next to an antique car with no issues or damage. Great experience.

Initial Business Response /* (1000, 5, 2014/09/01) */
Thank you for the opportunity to learn of your experience. The order was fully audited, along with all phone communication history.
Our terms and conditions state that all transport dates are estimated. Those terms are publicly...

published on our website, written in the customer agreement, and discussed in each phone call with the customer from every agent that worked on the order.
Unfortunately, the trucker cancellations stemmed from the customer's specified dates, which was not an issue for Montway, as we could continue seeking other options and were prepared to do so. We did everything in our power to accommodate the customer's dates and consistently reminded the customer that all dates are estimated advising to be prepared for any necessary personal schedule changes.
We are completely transparent with our estimated date policy because it is not our intent to inconvenience our customers. Our goal is to provide a transport solution within the parameters of our terms and conditions, while always striving to exceed the customer's expectations.
We kindly ask all of our customers to please read through the terms and conditions as it critical to the understanding of the agreement entered upon.
We sincerely apologize for your dissatisfaction. Thank you for your time.

Initial Business Response /* (1000, 5, 2015/06/18) */
Contact Name and Title: Montway Claims Dept
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@montway.com
We are truly sorry to have lost this customer's business. Any attending agents to this customer's order will be audited and...

retrained if need be. It is imperative that customers have a clear understanding of the terms they accept when entering a contractual agreement.
Our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter. We do not provide a 5 day window. We estimate assigning a carrier within 1 to 5 business days. Even though our estimations are highly accurate, just over 95%, we still inform customers we can only provide estimated dates. We want our customers to be clear on these terms so they can make any necessary personal arrangements. Our goal is to transport your vehicle, never to inconvenience our customers in any way.
We estimate the dates for multiple reasons, reasons which impacts the entire transport industry. Traffic delays, detours, speed limits, weather delays, mandatory rest stops, pickup/delivery client availability delays, weight station checkups, police inspections, truck breakdowns, driver's health issues, are just some of the issues that cannot be anticipated. We understand this is potentially inconvenient for customers, so we combat that with information and keeping customers informed.
Guaranteed pickup date service is also available, however at much higher cost to the customer. The additional fees for guaranteed pickup date service are customized for the specific vehicle size, weight, requested date - weekday vs. weekend day, pickup location - rural or city downtown vs. direct access to main route, etc. The additional fees are paid directly to the driver for his service to re-schedule all other pickups/drop-offs and ensure he makes it to the pickup location on the requested date.
Unfortunately, this customer chose the economy shipping package, which only includes estimated dates. Regardless of that we had more than 10 agents dedicated working on this order and doing the impossible trying to accommodate the customer's request as well as provide him with exceptional customer support.
We ship more than 1000 cars a week, we know how important dates are for customers, which is why we always advise them based on their budget and schedule of all possible options - expedited service vs having a backup person to release/accept the vehicle for you, etc.
Montway is 100% dedicated to the customer and our service and care is unmatched!
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although accepted, Montway needs to seriously reevaluate their way of doing business. It's a shame that I went through over 10 days of waiting with no results to switiching to [redacted] who provided service to me also immediately, kept in direct and consistent contact with me from start to finish and as Montway called it, accomplished "the impossible" by delivering my car from Virginia to California. For a company that prides itself on knowing what they're doing concerning their business, I wa surprised to see them refer tou request for delivery as "impossible" and never offered any other alternatives during that 10 day + waiting period. It took [redacted] about 4 days to find a carrier. Hmm. I thankful to be done with them but still remain in that Monway is undeserving of such a high rating by the Revdex.com.

we transported our 1965 [redacted] Pick up from Miami to Colorado Springs, on July 2016, the car was delivered on by Prestige Auto Transport , to this date we have not been able to drive it due to the fact that the driver admitted he had dropped the truck. Contacted Montway Auto Transport right away and said they were only brokers and not responsible. Prestige Auto Transport denies this situation and does not allow me to file a claim with their insurance company. We can not believe this situation and will not be able to resolve it unless I hire an attorney and have more expenses. will never recommend montway auto transport again.

Did everything via internet- easy and simple

Great prices. Good service.

Great price, excellent customer service, could have used a little more heads up about when to expect pickup and drop off but shipper took great care of my SUV, it arrived right when they said it would, no hidden fees and they were helpful and flexible with pickup and drop off times and locations.

Hello, 
Ms. [redacted] has been contacted regarding our offer in order to resolve this complaint. We are waiting on a response.
 
Thank you,

Initial Business Response /* (1000, 5, 2015/06/11) */
Montway offers a 1 to 5 business day pick up window from the first available date. Meaning we work from the date the customer allows release of their vehicle. The first available date for this shipment was 5/27/2015 the customer did not...

allow dispatch to occur as the customer cancelled the order before the time frame provided to assign a trucker.
We never increase rates on our customers. Once a customer books an order for a particular rate we are contractually bound to that amount. We do not increase rates unless asked by a customer which also requires a statement in writing. If an order is booked in advance, depending on the particular situation such as shipping during snowbird season or major holidays, those rates are subject to change based on the market at that time.
We understand first time shippers may not fully understand the auto transportation industry and for this reason we do our absolute best to educate them. We find that being forthcoming with our policies is the best way to do so. Our customers are very happy with our forthcoming and honest demeanor. We are transparent with all of our policies as they are displayed on our website for all of the public to see. At no point do we deter from these policies, procedures, terms and/or conditions.

Absolutely amazing customer service! I have honestly never had a better customer experience in my life! I would definitely be using them again in the future. I am so thankful for their services and feel compelled to write this review!

Initial Business Response /* (1000, 5, 2014/07/23) */
We addressed the matter immediately upon customer notification on June 13.
The carrier [redacted] LLC was placed on our INACTIVE CARRIER LIST on June 13, suspended from doing business with Montway until they have satisfactorily passed...

* services audit inspection. We have not done business with [redacted] LLC since that time as they have declined the opportunity to go through the audit process in order to be reinstated to work with Montway again.
Recording Odometer readings on the bill of lading although performed by many carriers, is not required by law. Since we are the largest broker in the U.S., we work with over 7,000 carriers, thus it is a serious legal challenge to place such a requirement on that many separate entities and companies. Therefore, recording odometer readings is recommended but is not part of the procedural requirements placed upon carriers at this time.
The customer reported 300 additional miles on the vehicle at delivery, however had no documentation to indicate that. Without proper documentation we can not hold carriers legally liable and can not issue monetary compensation.
Despite lack of documentation, the order was fully audited for quality assurance. The transport itself was a distance of 620 miles which takes approximately 2 to 4 days to complete. The vehicle was picked up on June 6 and delivered on June 8. It would not be possible to deliver the vehicle in just 2 days if the vehicle was driven outside of that for 300 additional miles. Also, the complaint was reported on June 13, which was 5 days after delivery. This opens further question to when the additional miles may have occurred.
We are truly sorry for any inconveniences and although there was no documentation to support a monetary offering, a $50 restaurant gift certificate was provided to the customer.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) I appreciate that Montway has agreed to one of the expectations to repair their poor service and customer response; i.e. they have suspended carrier [redacted] LLC from working as a contractor for them. In fact, it appears that [redacted] LLC, by refusing to allow Montway perform an inspection/audit that this would indicate that something wrong occurred on their part (on the part of [redacted] and Montway, by default).
2)I find it intriguing that Montway goes onto say that on the one hand it agrees to suspend one of its carrier contractors (because of doubts on the quality of service). However, on the other hand, Montway hides behind the excuse that the law doesn't require them to record odometer readings and that they therefore don't record the readings for fear of the legal challenges on these entities.
Montway further states that recording odometer readings IS RECOMMENDED (they fail to clarify that they never recommended this to me...only after admitting there was an issue, do they admit its worth while doing so).
3)They then continue by saying that I, the customer, have no documentation that an additional 300 miles were put on my car, therefore unable to prove it.
Strange isn't it...you would have thought that the bill of lading would be the place to record it and not expect the customer to dream up a separate "document" - (their word, not mine) to prove the car had been driven.
So, just to clarify again that I am NOT looking for personal gain (as I have stated from the very beginning before bringing in Revdex.com), and that is why I would greatly suggest and appreciate if Montway were to "recommend to their customers" (going forward at least) that they should have a record of their odometer reading when they pick-up and deliver the car (endorsed by someone at Montway) AND that they make a full restitution in the form of a check, NOT TO PAY ME, but to make it a charitable donation. If I were to be dishonestly claiming that the mileage was added on, I would have asked for a personal restitution and not suggested it be given to charity.
Important comment: I do not appreciate Montway's comment (and personal implication) that since the report was made 5 days after delivery that it "opens further question to when the additional miles may have occurred ". Is Montway suggesting I wasn't telling the truth? Then why did they suspend [redacted] LLC in the first place? They either believe this customer or they don't, but can't have it both ways. I'm afraid that was a gratuitous remark on Montway's part (unjustified, unwarranted and undue).
Montway, respectfully, admit your mistake, make the reparation and move on .... its only helpful to listen to an honest customer (your future customers will appreciate it too) .
Final Business Response /* (4000, 9, 2014/07/28) */
Perhaps it will help to re-clarify that Montway was the broker in this transaction. We were hired to locate and secure transport for the customer's vehicle. Montway never took possession of the vehicle. The carrier assumes all responsibility of the vehicle upon pickup. Montway and the Carrier are two separate entities.
As part of our investigative process, we suspend carriers upon notification of such complaints. This allows us the time to learn what may have occurred. This process includes interviewing the Carrier. We as the broker, mediate the situation. We do not take any sides to the matter.
By no means is it our intention to accuse any parties. Such cases unfortunately become a he said/she said situation. Therefore we only report the facts and advise on individual rights. Please understand, we state this respectfully, just as the customer does not appreciate the implications that their report is questionable or that documentation is required, neither does the carrier appreciate being accused of improperly doing their job.
The carrier was interviewed and they feel they provided quality service and delivered the vehicle safely without damage. Carrier is upset about the incident and from their point of view should not be penalized. Therefore, they have made their own business decision to not be audited and reinstated to work with Montway in the future.
We can not issue a refund of the broker fee because there is no legal documentation. This is why we provided a courtesy goodwill restaurant gift certificate. We can not issue a refund of the carrier fee, as that was paid by the customer directly to the Carrier at delivery. As part of our mediation, the Carrier was asked to honor a goodwill request, but they have refused, again due to their position they provided quality service.
We realize that transporting is not a common experience for most people, so we hope we have helped to explain the process.
Thank you for your time.
Final Consumer Response /* (4200, 11, 2014/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com, I appreciate your comment that the texts of the responses may be publicly posted. I would certainly support the public posting of this situation as clearly there are different perspectives from the customers side and from the service providers side. I think it is important that future customers can be aware of this Montway experience.
Specifically to their latest response, allow me to make a few observations:
1).Once again it appears there isn't complete transparency from Montway. In their response above they now explain that they were not a carrier but rather "a broker...hired to locate and secure transport for the customer's vehicle". This is rather different than the document I have, titled "Montway-Quote" where they use many words to promote their service, security and reliability...and in the details of the text they clearly state: "Montway is both a carrier AND a broker...". So which is it? Their promotional message led me to believe they are both. But in their response to my service dissatisfaction and in this case they now claim they are not a carrier, only "a broker that mediates the situation" with the carrier. You can see why its disconcerting and confusing to see one claim in the advertising of their business but a different position when it comes to addressing a customer concern.
2).They state in the response above that they "do not take any sides to the matter"... not very encouraging if one is looking for a resolution
3). Montway claims that they interviewed the (other) carrier and they, in turn, decided that they should not be penalized and therefore decided not to be submitted to an audit . Why would an audit be penalizing? In any other business an audit is a routine and acceptable process to ensure compliance and good governance.
4)Can you clarify specifically what was the "goodwill request" that Montway proposed to the carrier? Is the Armenikum, LLC permanently delisted from being a Montway carrier?
Revdex.com, at the very beginning you ask what would be "Your desired resolution". From all the exchanges and confusing explanations, it appears that Montway is not willing to fulfill the resolution request. Therefore if there is nothing further Montway is willing to do, then one can only hope public postings of this situation will enable customers to be forewarned.

Exceeded my expectations!

The driver was on time with pickup and delivery, no complaints or issues!

Fantastic experience! First class all the way!

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