Customer service was great they answered all questions I had,they pick my bby (car) from ny to ca and no sractch on my vehicle awesome sauce no issues would definitely recommend and use them if need be??????
Initial Business Response /* (1000, 5, 2015/01/15) */
Please note that all service dates in the auto transport industry are only estimated, as there are many unforeseen circumstances: traffic delays/detours/speed limits, weather delays, mandatory rest stops, pickup/delivery client...
availability delays, weight station check ups, police inspections, truck breakdowns, driver's health issues, etc. Thus the provided estimated dates could vary by day or two. 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. Furthermore we understand that many people are first time auto shippers or many may not fully understand the industry, therefore we do our best to advise our customers of what to expect when booking with Montway, this order was no exception.
We sincerely apologize with the carrier cancellation. We have reached out to the customer in order to rectify this situation. Thank you.
Thank you for sharing your experience, your feedback is taken very seriously and we appreciate your time to allow us to address your concerns. The customer created / booked the...
order on 11/14/16 with a first available date of 11/14/16. Please note Montway offers a 1 to 5 business day pickup window from the first available date. This information can be found on our website as we are transparent with these terms as they are on our [redacted] profile as well as in all written communication thereafter. We ask that every customer and/or potential customer please take the time and review all information on our website to ensure they completely understand our terms prior to booking. We understand that most of our customers have time restraints and although we do our very best to make accommodations we cannot guarantee dates. Unfortunately we cannot control the different factors the carrier/trucker may encounter during transit. As of 11/18/16 Montway has taken proper action, this order was cancelled due to customer’s use of profane language when speaking to our agents and sending emails using profanity. Per our terms and conditions, Customer agrees that Montway, Inc. has the right to reject (cancel) any order for any reason at any time. The customer was informed of the cancellation to his order. Thank you.
We paid for DOOR-TO-DOOR service, but were not provided with this service. In addition, the driver and the Montway Customer Service rep were both rude and unprofessional. The driver was hard to work with because he didn't want to drive near our home, just because he didn't want to be inconvenienced. He was rude -- saying to me that I wasn't paying him, that I was paying the vendor. The Montway customer service rep was also unprofessional, making sexist statements about my wife and not being helpful. When we talked to a different rep, he helped out but he was the only professional and helpful one. The driver's company called to apologize, stating that the driver was hard to work with. No apology from Montway, and they didn't deliver on their advertised DOOR-TO-DOOR service, which we paid for.
Initial Business Response /* (1000, 5, 2014/01/16) */
Contact Name and Title: [redacted] Claims Management
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@montway.com
Customer placed an order to transport his [redacted] 5 from [redacted] XXXXX to [redacted] XXXXX on [redacted] as Discounted...
Cash Price - partial payment required; and set up the First Available Date for shipment as [redacted] paid the partial payment of $169 at the time of the truck dispatch on [redacted] and agreed to our Terms & Conditions again. He was provided with the Order Confirmation and the Order Receipt which both include the Terms & Conditions specifying the Cancellation Policy.
Customer was informed several times of the Terms & Conditions, through the emailed Order Confirmation, Order Receipt, and Dispatch Notification as well as multiple times over the phone.
Montway Auto Transport is a registered and bonded property broker and a licensed carrier with the US Department of Transportation. The agreement between the customer and Montway allows Montway to contract with another licensed and insured Motor Carrier to transport the vehicle described in the shipping order. This represents the services Montway provides. Montway provides the intangible service to locate and dispatch a carrier for the pickup of the customer's vehicle. Service is considered rendered once a carrier is assigned/dispatched for the specific order.
Montway Auto Transport dispatched a transport carrier, [redacted] Inc, on [redacted] to pickup the vehicle on [redacted] Dispatch Notification was sent to the customer informing him of the dates and carrier contact information as well as reminding him of the cancellation/refund policy. At this time the partial payment of $169 was processed on the customer's credit card. Order Receipt was emailed to him containing the Terms & Conditions. At the time of dispatch of the truck for pickup on [redacted] a partial amount of $169 (Montway broker fee) becomes Non-Refundable for services rendered by Montway, according to our Cancellation Policy specified in the Terms & Conditions and this regulation is listed on every email sent to the customer: Order Confirmation, Order Receipt, and Dispatch Notification.
On [redacted] the customer called us stating that he wants to cancel the order as he changed his mind. Customer was informed that we can cancel the order, however the partial amount of $169 (Montway broker fee) is no longer refundable after carrier dispatch. The service he hired us for is to assign and dispatch a carrier for the pickup of his vehicle and was rendered on [redacted] We can provide the Dispatch Contract as proof that an actual carrier has been contracted and dispatched.
Our Cancellation Policy states:
" The option to cancel a shipping order is available at any time, at no cost and with no cancellation fees as long as the order has not yet been assigned (dispatched) to a Carrier (transporter). The amount paid will be refunded in full.
Order(s) booked as "Discounted Cash Price" - partial payment required:
If Customer decides to cancel the shipping order after a Carrier (transporter) has been assigned (dispatched), the partial payment will not be refunded as our services have been rendered when a Carrier (transporter) is assigned (dispatched)."
Our Terms and Conditions also state:
"Customer further agrees and understands that Montway, Inc.'s sole responsibility in the transaction between the customer and Montway, Inc. is to procure a carrier for shipment of the customer's property."
The partial amount of $169 became nonrefundable on [redacted] after the carrier was dispatched for the pickup. Customer did not follow Cancellation Policy procedure and did not notify us of cancellation request prior to the dispatch of the carrier. The partial payment/broker fee is nonrefundable as our intangible services to arrange and dispatch a carrier to transport the vehicle have been rendered.
Montway has all rights on the $169 partial credit card charges for services rendered.
Warm Regards,
Montway, Inc
I had a Wonderfull experience with Montway Auto transport. They communicated well!! They delivered my car within the time frame given. The driver was professional and the car arrived with no issues. I will always use Montway for future needs.
Montway has been the best Auto Transport Company that I have used. I highly recommend them. They arrived at my home when promised and delivered the Auto up the East Coast as promised.
Great service! Truck was picked up the next morning and arrived without any issues at all. The driver Ken was extremely friendly! Would definitely use again!
The customer service Montway provided was excellent. Everyone I spoke to was polite and very helpful. The company they subcontracted out to was a little more difficult to deal with however. Poor communication and delivery was 4 days later than promised. Overall the experience was positive though.
I had my car delivered last week at 11:30pm to TX, but due to the car being overweight, was required to pay an extra $100 to the drive. The driver was unwilling to deliver my vehicle if I did not produce the full amount. I immediately contacted Montway that night, but it was after hours and so I left a message. Rewind to Monday, it was communicated to me that I would owe $100. I contacted Montway and told them this information and that it was never communicated to me that I could not have personal items in the vehicle aside from the trunk and that there were weight restrictions. The representative told me I did not owe the driver that extra $100 and that it was waived by the driver. This was completely misleading and false as the night the vehicle was delivered, I received a call around from the 10:30pm stating that I need to have the extra $100. I will never book with Montway again and will discourage others from doing so.
If these terms (personal items and weight restrictions) had been communicated to me during the initial call, I would not have agreed to the conditions and not booked. I would have driven the vehicle down myself with a Uhaul.
Initial Business Response /* (1000, 5, 2015/10/09) */
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. 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 remain in business because we are industry experts transporting over 6,000 vehicles a month and have a network of over 13,000 carriers.
Both customer and company bare a responsibility to any business transaction. We understand that not everyone may be satisfied with our service, for which we will continue to strive for improvement. However as part of accepting our service, we do expect that our terms and conditions are understood and that we are appropriately held accountable to our terms and conditions.
Montway is 100% dedicated to the customer and our service and care is unmatched!
[redacted] decided to cancel his order, and we have not charged him any fees.
We purchased a vehicle that needed a lift gate to unload since we did not have anyway of unloading it. Too close to the ground to use a ramp unload. We also asked for enclosed trailer. We specifically asked Montway if #1 they could be sure to get a transport that had a lift gate and #2 we understand that they broker but they said that we could have one of "their" trucks get the vehicle. Next we asked what day did they think. No problem we will pick up vehicle on 12/26/2014. That day came and went. No phone call. We had to call them. Finally we received a call that they were going to pick up the vehicle but they not only needed the $199 but $50 more than quoted. We paid them and they forwarded us the information regarding pick up. We called and this gentleman from the transport company that Montway hired was rather rude, said Montway promises delivery but he does not work for Montway and they just broker him. He was waiting for another vehicle and would let us know. I asked if we should contact dealer and hired transport said no I will take of it rather rudely. Asked transport what type vehicle will it be loaded in and they said Oh we do this all the time. No problem we know what we are doing. Did not like us questioning? Time went on 'same day" finally we received a call from the dealer that the transport will "try" to be there by 9 pm which is when dealer closes and they got there shortly after 9 p.m. fortunately our sales person stayed. When we heard from the dealer that the transport did not have a life gate. We were upset to say the least. When vehicle arrived at the house we had a hard time getting if off the trailer so we did not have damage. Beware what they promise and what they deliver is 2 different things.
Initial Business Response /* (1000, 5, 2014/01/31) */
Contact Name and Title: [redacted] Claims Management
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@montway.com
Customer placed an order to transport his 2009 Pontiac G8 from [redacted] XXXXX to [redacted] XXXXX on 1/13/2013 as...
Discounted Cash Price - partial payment required; and set up the First Available Date for shipment as 1/15/2014; paid the partial payment of $199; and agreed to our Terms & Conditions again. He was provided with the Order Confirmation and the Order Receipt which both include the Terms & Conditions specifying the Cancellation Policy.
Customer was informed several times of the Terms & Conditions, through the emailed Order Confirmation, Order Receipt, and Dispatch Notification as well as multiple times over the phone.
According to our Terms & Conditions:
" Montway, Inc. shall provide Customer with an estimated pick up and estimated delivery date. However, delays may occur prior to, and/or during, transport due to weather, road conditions, mechanical problems, etc. There are absolutely no guarantees regarding pick up or delivery times and dates. Montway, Inc./Carrier shall not be held responsible for loss or damages occasioned by delays of any kind or for any reason, car rental fees or any accommodation fees.
Customer shall, in their absence, designate a person to act as their agent at the point of pick up and/or delivery if for any reason they are unavailable.
Customer warrants that he/she will pay the transportation price/partial payment due to Montway, Inc./Carrier in full and will not try to offset any dispute for damage claims and/or delays etc. from freight (transport) charges."
With this said, all dates are only estimated and may vary depending on the route, traffic on the route, time of the year, or weather conditions. Please note that there were significant delays with truck schedules due to the severe freeze of the Northeast - Midwest regions of the US - which is where the vehicle is being picked up from. To remedy the situation and speed up the process Montway has reduced the broker fee from $199 to $109 and has allocated the additional $90 towards the trucker's pay in order to speed up the pickup and have a trucker interested in the load. Currently the vehicle is dispatched to a carrier and was already picked up on 1/24/14. Delivery is estimated for no later than 2/3/14.
We sincerely apologize for the delay, however all dates are estimated and sometimes there are factors that are beyond our control, such as weather and acts of God.
Initial Consumer Rebuttal /* (3000, 7, 2014/01/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an awful business practice to charge more for a service that is not being performed to the level at which you advertise on your website. I'd like a partial refund of as now that shipment has been delayed another week per an email send to me today.
Final Business Response /* (4000, 9, 2014/02/07) */
Customer set up the First Available Date for shipment as 1/15/2014 and agreed to our Terms & Conditions. He was provided with the Order Confirmation and the Order Receipt which both include the Terms & Conditions specifying the Cancellation Policy.
Customer was informed several times of the Terms & Conditions, through the emailed Order Confirmation, Order Receipt, and Dispatch Notification as well as multiple times over the phone. All of these emails specify that all dates are estimated and not guaranteed.
According to our Terms & Conditions:
" Montway, Inc. shall provide Customer with an estimated pick up and estimated delivery date. However, delays may occur prior to, and/or during, transport due to weather, road conditions, mechanical problems, etc. There are absolutely no guarantees regarding pick up or delivery times and dates. Montway, Inc./Carrier shall not be held responsible for loss or damages occasioned by delays of any kind or for any reason, car rental fees or any accommodation fees.
Customer shall, in their absence, designate a person to act as their agent at the point of pick up and/or delivery if for any reason they are unavailable.
Customer warrants that he/she will pay the transportation price/partial payment due to Montway, Inc./Carrier in full and will not try to offset any dispute for damage claims and/or delays etc. from freight (transport) charges."
With this said, all dates are only estimated and may vary depending on the route, traffic on the route, time of the year, or weather conditions. As you know, inclement weather conditions have severely impacted many parts of the United States, disrupting auto transport schedules and hindering communications. Please note that there were significant delays with truck schedules due to the sever freeze of the Northeast - Midwest regions of the US - which is where the vehicle is being picked up from. To remedy the situation and speed up the process Montway has reduced the broker fee from $199 to $109 and has allocated the additional $90 towards the trucker's pay in order to speed up the pickup and have a trucker interested in the load. Montway's profit is $109 and the rest of the transport fare the customer paid directly to [redacted] LLC, the actual transporter. The vehicle was picked up on 1/24/14 and was safely delivered on 2/3/14.
We sincerely apologize for the delay, however all dates are estimated and sometimes there are factors that are beyond our control, such as weather and acts of God. It is great that the vehicle was delivered safely, without any issues, considering the severe weather warnings and mechanical issues that a transport truck can encounter due to the deep freeze, high way lockdowns and accidents along the way caused by the inclement weather.
Sincerely,
Montway Inc
Claims Department
XXX-XXX-XXXX
Ps Please call us if you need further assistance or if you have any questions.
This company, like many auto brokers, seems to pretty much promise anything in order to gain your business. I recently purchased a vehicle online ([redacted]) which has an automatic feature that provides a shipping quote prior to purchase. [redacted] seems to reply upon [redacted] for this service which has it's own set of complaints and problems. According to the shipping quote, Montway has 20k reviews, is rated five stars and was able to pick up the vehicle in two days. At the time it seemed like an easy choice to make and to save an extra fee, I contracted with them outside [redacted] to ship my vehicle. When no pick up occurred in the allotted time, I was informed that because it was a holiday week (no customer service rep was ever rude to me until the last call), they stated that the vehicle would be picked up afterwards. This troubled me since they should have anticipated this and would have changed the shipping quote because of the holidays. Plus, they stated repeatedly that there was no guarantee that they would have picked up in two days' time. I countered by stating that is exactly what the [redacted] site stated (To quote [redacted]: "The service provider will pick up your item from its location within the listed timeframe...") They kept on denying this claim. With 20k reviews, if they don't know what is listed on [redacted] then that demonstrates either incompetence or a "bait and switch" attitude. Also, other transport companies list greater than a "2 day pick up" so it doesn't seem to be something out of their control like one of their reps had stated. Further, I received an email later in the week that states, "We typically assign a driver within 5 business days of your vehicle first being available..." Once again, five does not equal two, so it demonstrates they knew full well that the two day quote given on [redacted] was incorrect (By the way look up almost any vehicle on [redacted] in the country and get a shipping quote. You should find Montway continuing with the 2 day quote). After eight days, I put my foot down and began the process to cancel my shipment. Within an hour I received a call from them that they had "found someone" to perform the shipment. Of course it came with a price of an additional fee as well. Later that day, I was met with a notification that the person performing the transport wanted someone to drive the car an hour+ away to pick up in a major city. That deal, not surprisingly, fell through and eleven days later I cancelled my order. They, of course, with the threat of cancellation "promised" me that they would find someone by next week. When I informed them I would be filing a complaint, I was met with a laugh and no real sincerity.
So I contracted another company on a Tuesday and they picked it up on a Thursday so it seems like someone knows how to keep their promises.
We sincerely apologize for any inconveniences the customer has experienced, we have suspended the carrier's profile and they will be required to pass a services audit in order to do business with Montway again. Our quality assurance manager has been informed and a full audit will be performed on...
the customers order for quality control. The customers vehicle was delivered to them and we have reached out to the customer and offered a goodwill resolution.
Thank you!
Montway was very helpful with expediting my transport in the time I needed with the short window for booking. The only thing that was the hiccup in the transport was the third party driver. When dropping off the vehicle, the driver kept finding 1 hour to 2 1/2 hour distance of travel for us when it was supposed to go to a certain town. After dealing with him over many phone calls we finally said screw it and met him at a pilot truck stop That was an hour away from where we were staying.
Customer service was great they answered all questions I had,they pick my bby (car) from ny to ca and no sractch on my vehicle awesome sauce no issues would definitely recommend and use them if need be??????
Initial Business Response /* (1000, 5, 2015/01/15) */
Please note that all service dates in the auto transport industry are only estimated, as there are many unforeseen circumstances: traffic delays/detours/speed limits, weather delays, mandatory rest stops, pickup/delivery client...
availability delays, weight station check ups, police inspections, truck breakdowns, driver's health issues, etc. Thus the provided estimated dates could vary by day or two. 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. Furthermore we understand that many people are first time auto shippers or many may not fully understand the industry, therefore we do our best to advise our customers of what to expect when booking with Montway, this order was no exception.
We sincerely apologize with the carrier cancellation. We have reached out to the customer in order to rectify this situation. Thank you.
Service was scheduled and the car was picked up within two days. Very impressive.
The car made it cross country in eight days but the delivery was delayed two days due to a mechanical issue with the truck.
The driver was very pleasant and kept me informed about the delay.
The pricing was excellent, and the transport vehicle was top notch. Just wish they found a way to delivery the car when promised.
Thank you for sharing your experience, your feedback is taken very seriously and we appreciate your time to allow us to address your concerns. The customer created / booked the...
order on 11/14/16 with a first available date of 11/14/16. Please note Montway offers a 1 to 5 business day pickup window from the first available date. This information can be found on our website as we are transparent with these terms as they are on our [redacted] profile as well as in all written communication thereafter. We ask that every customer and/or potential customer please take the time and review all information on our website to ensure they completely understand our terms prior to booking. We understand that most of our customers have time restraints and although we do our very best to make accommodations we cannot guarantee dates. Unfortunately we cannot control the different factors the carrier/trucker may encounter during transit. As of 11/18/16 Montway has taken proper action, this order was cancelled due to customer’s use of profane language when speaking to our agents and sending emails using profanity. Per our terms and conditions, Customer agrees that Montway, Inc. has the right to reject (cancel) any order for any reason at any time. The customer was informed of the cancellation to his order. Thank you.
Speedy, attentive and good priced shipper! Will definitely use them again in the future.
We paid for DOOR-TO-DOOR service, but were not provided with this service. In addition, the driver and the Montway Customer Service rep were both rude and unprofessional. The driver was hard to work with because he didn't want to drive near our home, just because he didn't want to be inconvenienced. He was rude -- saying to me that I wasn't paying him, that I was paying the vendor. The Montway customer service rep was also unprofessional, making sexist statements about my wife and not being helpful. When we talked to a different rep, he helped out but he was the only professional and helpful one. The driver's company called to apologize, stating that the driver was hard to work with. No apology from Montway, and they didn't deliver on their advertised DOOR-TO-DOOR service, which we paid for.
Initial Business Response /* (1000, 5, 2014/01/16) */
Contact Name and Title: [redacted] Claims Management
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@montway.com
Customer placed an order to transport his [redacted] 5 from [redacted] XXXXX to [redacted] XXXXX on [redacted] as Discounted...
Cash Price - partial payment required; and set up the First Available Date for shipment as [redacted] paid the partial payment of $169 at the time of the truck dispatch on [redacted] and agreed to our Terms & Conditions again. He was provided with the Order Confirmation and the Order Receipt which both include the Terms & Conditions specifying the Cancellation Policy.
Customer was informed several times of the Terms & Conditions, through the emailed Order Confirmation, Order Receipt, and Dispatch Notification as well as multiple times over the phone.
Montway Auto Transport is a registered and bonded property broker and a licensed carrier with the US Department of Transportation. The agreement between the customer and Montway allows Montway to contract with another licensed and insured Motor Carrier to transport the vehicle described in the shipping order. This represents the services Montway provides. Montway provides the intangible service to locate and dispatch a carrier for the pickup of the customer's vehicle. Service is considered rendered once a carrier is assigned/dispatched for the specific order.
Montway Auto Transport dispatched a transport carrier, [redacted] Inc, on [redacted] to pickup the vehicle on [redacted] Dispatch Notification was sent to the customer informing him of the dates and carrier contact information as well as reminding him of the cancellation/refund policy. At this time the partial payment of $169 was processed on the customer's credit card. Order Receipt was emailed to him containing the Terms & Conditions. At the time of dispatch of the truck for pickup on [redacted] a partial amount of $169 (Montway broker fee) becomes Non-Refundable for services rendered by Montway, according to our Cancellation Policy specified in the Terms & Conditions and this regulation is listed on every email sent to the customer: Order Confirmation, Order Receipt, and Dispatch Notification.
On [redacted] the customer called us stating that he wants to cancel the order as he changed his mind. Customer was informed that we can cancel the order, however the partial amount of $169 (Montway broker fee) is no longer refundable after carrier dispatch. The service he hired us for is to assign and dispatch a carrier for the pickup of his vehicle and was rendered on [redacted] We can provide the Dispatch Contract as proof that an actual carrier has been contracted and dispatched.
Our Cancellation Policy states:
" The option to cancel a shipping order is available at any time, at no cost and with no cancellation fees as long as the order has not yet been assigned (dispatched) to a Carrier (transporter). The amount paid will be refunded in full.
Order(s) booked as "Discounted Cash Price" - partial payment required:
If Customer decides to cancel the shipping order after a Carrier (transporter) has been assigned (dispatched), the partial payment will not be refunded as our services have been rendered when a Carrier (transporter) is assigned (dispatched)."
Our Terms and Conditions also state:
"Customer further agrees and understands that Montway, Inc.'s sole responsibility in the transaction between the customer and Montway, Inc. is to procure a carrier for shipment of the customer's property."
The partial amount of $169 became nonrefundable on [redacted] after the carrier was dispatched for the pickup. Customer did not follow Cancellation Policy procedure and did not notify us of cancellation request prior to the dispatch of the carrier. The partial payment/broker fee is nonrefundable as our intangible services to arrange and dispatch a carrier to transport the vehicle have been rendered.
Montway has all rights on the $169 partial credit card charges for services rendered.
Warm Regards,
Montway, Inc
I had a Wonderfull experience with Montway Auto transport. They communicated well!! They delivered my car within the time frame given. The driver was professional and the car arrived with no issues. I will always use Montway for future needs.
Montway has been the best Auto Transport Company that I have used. I highly recommend them. They arrived at my home when promised and delivered the Auto up the East Coast as promised.
Great service! Truck was picked up the next morning and arrived without any issues at all. The driver Ken was extremely friendly! Would definitely use again!
The customer service Montway provided was excellent. Everyone I spoke to was polite and very helpful. The company they subcontracted out to was a little more difficult to deal with however. Poor communication and delivery was 4 days later than promised. Overall the experience was positive though.
I had my car delivered last week at 11:30pm to TX, but due to the car being overweight, was required to pay an extra $100 to the drive. The driver was unwilling to deliver my vehicle if I did not produce the full amount. I immediately contacted Montway that night, but it was after hours and so I left a message. Rewind to Monday, it was communicated to me that I would owe $100. I contacted Montway and told them this information and that it was never communicated to me that I could not have personal items in the vehicle aside from the trunk and that there were weight restrictions. The representative told me I did not owe the driver that extra $100 and that it was waived by the driver. This was completely misleading and false as the night the vehicle was delivered, I received a call around from the 10:30pm stating that I need to have the extra $100. I will never book with Montway again and will discourage others from doing so.
If these terms (personal items and weight restrictions) had been communicated to me during the initial call, I would not have agreed to the conditions and not booked. I would have driven the vehicle down myself with a Uhaul.
Initial Business Response /* (1000, 5, 2015/10/09) */
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. 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 remain in business because we are industry experts transporting over 6,000 vehicles a month and have a network of over 13,000 carriers.
Both customer and company bare a responsibility to any business transaction. We understand that not everyone may be satisfied with our service, for which we will continue to strive for improvement. However as part of accepting our service, we do expect that our terms and conditions are understood and that we are appropriately held accountable to our terms and conditions.
Montway is 100% dedicated to the customer and our service and care is unmatched!
[redacted] decided to cancel his order, and we have not charged him any fees.
We purchased a vehicle that needed a lift gate to unload since we did not have anyway of unloading it. Too close to the ground to use a ramp unload. We also asked for enclosed trailer. We specifically asked Montway if #1 they could be sure to get a transport that had a lift gate and #2 we understand that they broker but they said that we could have one of "their" trucks get the vehicle. Next we asked what day did they think. No problem we will pick up vehicle on 12/26/2014. That day came and went. No phone call. We had to call them. Finally we received a call that they were going to pick up the vehicle but they not only needed the $199 but $50 more than quoted. We paid them and they forwarded us the information regarding pick up. We called and this gentleman from the transport company that Montway hired was rather rude, said Montway promises delivery but he does not work for Montway and they just broker him. He was waiting for another vehicle and would let us know. I asked if we should contact dealer and hired transport said no I will take of it rather rudely. Asked transport what type vehicle will it be loaded in and they said Oh we do this all the time. No problem we know what we are doing. Did not like us questioning? Time went on 'same day" finally we received a call from the dealer that the transport will "try" to be there by 9 pm which is when dealer closes and they got there shortly after 9 p.m. fortunately our sales person stayed. When we heard from the dealer that the transport did not have a life gate. We were upset to say the least. When vehicle arrived at the house we had a hard time getting if off the trailer so we did not have damage. Beware what they promise and what they deliver is 2 different things.
The first truck co. that were sent was awful. The 2nd truck co, GPN express was great
Initial Business Response /* (1000, 5, 2014/01/31) */
Contact Name and Title: [redacted] Claims Management
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@montway.com
Customer placed an order to transport his 2009 Pontiac G8 from [redacted] XXXXX to [redacted] XXXXX on 1/13/2013 as...
Discounted Cash Price - partial payment required; and set up the First Available Date for shipment as 1/15/2014; paid the partial payment of $199; and agreed to our Terms & Conditions again. He was provided with the Order Confirmation and the Order Receipt which both include the Terms & Conditions specifying the Cancellation Policy.
Customer was informed several times of the Terms & Conditions, through the emailed Order Confirmation, Order Receipt, and Dispatch Notification as well as multiple times over the phone.
According to our Terms & Conditions:
" Montway, Inc. shall provide Customer with an estimated pick up and estimated delivery date. However, delays may occur prior to, and/or during, transport due to weather, road conditions, mechanical problems, etc. There are absolutely no guarantees regarding pick up or delivery times and dates. Montway, Inc./Carrier shall not be held responsible for loss or damages occasioned by delays of any kind or for any reason, car rental fees or any accommodation fees.
Customer shall, in their absence, designate a person to act as their agent at the point of pick up and/or delivery if for any reason they are unavailable.
Customer warrants that he/she will pay the transportation price/partial payment due to Montway, Inc./Carrier in full and will not try to offset any dispute for damage claims and/or delays etc. from freight (transport) charges."
With this said, all dates are only estimated and may vary depending on the route, traffic on the route, time of the year, or weather conditions. Please note that there were significant delays with truck schedules due to the severe freeze of the Northeast - Midwest regions of the US - which is where the vehicle is being picked up from. To remedy the situation and speed up the process Montway has reduced the broker fee from $199 to $109 and has allocated the additional $90 towards the trucker's pay in order to speed up the pickup and have a trucker interested in the load. Currently the vehicle is dispatched to a carrier and was already picked up on 1/24/14. Delivery is estimated for no later than 2/3/14.
We sincerely apologize for the delay, however all dates are estimated and sometimes there are factors that are beyond our control, such as weather and acts of God.
Initial Consumer Rebuttal /* (3000, 7, 2014/01/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an awful business practice to charge more for a service that is not being performed to the level at which you advertise on your website. I'd like a partial refund of as now that shipment has been delayed another week per an email send to me today.
Final Business Response /* (4000, 9, 2014/02/07) */
Customer set up the First Available Date for shipment as 1/15/2014 and agreed to our Terms & Conditions. He was provided with the Order Confirmation and the Order Receipt which both include the Terms & Conditions specifying the Cancellation Policy.
Customer was informed several times of the Terms & Conditions, through the emailed Order Confirmation, Order Receipt, and Dispatch Notification as well as multiple times over the phone. All of these emails specify that all dates are estimated and not guaranteed.
According to our Terms & Conditions:
" Montway, Inc. shall provide Customer with an estimated pick up and estimated delivery date. However, delays may occur prior to, and/or during, transport due to weather, road conditions, mechanical problems, etc. There are absolutely no guarantees regarding pick up or delivery times and dates. Montway, Inc./Carrier shall not be held responsible for loss or damages occasioned by delays of any kind or for any reason, car rental fees or any accommodation fees.
Customer shall, in their absence, designate a person to act as their agent at the point of pick up and/or delivery if for any reason they are unavailable.
Customer warrants that he/she will pay the transportation price/partial payment due to Montway, Inc./Carrier in full and will not try to offset any dispute for damage claims and/or delays etc. from freight (transport) charges."
With this said, all dates are only estimated and may vary depending on the route, traffic on the route, time of the year, or weather conditions. As you know, inclement weather conditions have severely impacted many parts of the United States, disrupting auto transport schedules and hindering communications. Please note that there were significant delays with truck schedules due to the sever freeze of the Northeast - Midwest regions of the US - which is where the vehicle is being picked up from. To remedy the situation and speed up the process Montway has reduced the broker fee from $199 to $109 and has allocated the additional $90 towards the trucker's pay in order to speed up the pickup and have a trucker interested in the load. Montway's profit is $109 and the rest of the transport fare the customer paid directly to [redacted] LLC, the actual transporter. The vehicle was picked up on 1/24/14 and was safely delivered on 2/3/14.
We sincerely apologize for the delay, however all dates are estimated and sometimes there are factors that are beyond our control, such as weather and acts of God. It is great that the vehicle was delivered safely, without any issues, considering the severe weather warnings and mechanical issues that a transport truck can encounter due to the deep freeze, high way lockdowns and accidents along the way caused by the inclement weather.
Sincerely,
Montway Inc
Claims Department
XXX-XXX-XXXX
Ps Please call us if you need further assistance or if you have any questions.
This company, like many auto brokers, seems to pretty much promise anything in order to gain your business. I recently purchased a vehicle online ([redacted]) which has an automatic feature that provides a shipping quote prior to purchase. [redacted] seems to reply upon [redacted] for this service which has it's own set of complaints and problems. According to the shipping quote, Montway has 20k reviews, is rated five stars and was able to pick up the vehicle in two days. At the time it seemed like an easy choice to make and to save an extra fee, I contracted with them outside [redacted] to ship my vehicle. When no pick up occurred in the allotted time, I was informed that because it was a holiday week (no customer service rep was ever rude to me until the last call), they stated that the vehicle would be picked up afterwards. This troubled me since they should have anticipated this and would have changed the shipping quote because of the holidays. Plus, they stated repeatedly that there was no guarantee that they would have picked up in two days' time. I countered by stating that is exactly what the [redacted] site stated (To quote [redacted]: "The service provider will pick up your item from its location within the listed timeframe...") They kept on denying this claim. With 20k reviews, if they don't know what is listed on [redacted] then that demonstrates either incompetence or a "bait and switch" attitude. Also, other transport companies list greater than a "2 day pick up" so it doesn't seem to be something out of their control like one of their reps had stated. Further, I received an email later in the week that states, "We typically assign a driver within 5 business days of your vehicle first being available..." Once again, five does not equal two, so it demonstrates they knew full well that the two day quote given on [redacted] was incorrect (By the way look up almost any vehicle on [redacted] in the country and get a shipping quote. You should find Montway continuing with the 2 day quote). After eight days, I put my foot down and began the process to cancel my shipment. Within an hour I received a call from them that they had "found someone" to perform the shipment. Of course it came with a price of an additional fee as well. Later that day, I was met with a notification that the person performing the transport wanted someone to drive the car an hour+ away to pick up in a major city. That deal, not surprisingly, fell through and eleven days later I cancelled my order. They, of course, with the threat of cancellation "promised" me that they would find someone by next week. When I informed them I would be filing a complaint, I was met with a laugh and no real sincerity.
So I contracted another company on a Tuesday and they picked it up on a Thursday so it seems like someone knows how to keep their promises.
We sincerely apologize for any inconveniences the customer has experienced, we have suspended the carrier's profile and they will be required to pass a services audit in order to do business with Montway again. Our quality assurance manager has been informed and a full audit will be performed on...
the customers order for quality control. The customers vehicle was delivered to them and we have reached out to the customer and offered a goodwill resolution.
Thank you!
Montway was very helpful with expediting my transport in the time I needed with the short window for booking. The only thing that was the hiccup in the transport was the third party driver. When dropping off the vehicle, the driver kept finding 1 hour to 2 1/2 hour distance of travel for us when it was supposed to go to a certain town. After dealing with him over many phone calls we finally said screw it and met him at a pilot truck stop That was an hour away from where we were staying.
Montway was great to work with for our BMW shipment from Phoenix to KC.