If you need to ship a vehicle the only company to use is Montway Auto Transport and Get R Done Trucking. Michael and Chris from Montway stayed in constant commutation with me until the job was assigned to Get R Done Trucking. DeWayne and his wife from Get R Done Trucking communicated with me from the time my vehicle was picked up to the time it was dropped off. The professionalism and pride that both company's showed went above and beyond. When you put your trust in someone that you don't know with handling a cross country move of your vehicle is can be nerve racking, but with both Montway and Get R Done set my mind at ease. I would highly recommend them both and will use them for all my moves. Thanks for a great move and making my experience a very pleasant one!!
Initial Business Response /* (1000, 5, 2015/05/09) */
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 future business. It is imperative that customers have a clear understanding of the...
terms they accept when entering a contractual agreement.
We are very happy as we confirmed that the vehicle was delivered safe and sound. Montway stands by its services and will go above and beyond to assist customers if there are any issues. Sometimes we are faced with difficulties, such as trucks breaking down, driver routes changing, trucks not being able to fit in the designated location. These are the everyday aspects of the Logistics business.
Please note that our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter. 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. Nevertheless, even faced by logistics difficulties such as truck breakdowns and truckers not being able to get close to the location because the trailer is too big we still were able to dispatch 4 different carriers in no time, which shows we were dedicated and working hard toward the shipment goal, which we achieved. 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 her with exceptional customer support. Once picked up the vehicle was delivered in 2days. For a distance of 1800 miles - 2 day delivery is considered Express service, so we were able to make up the lost time in truck arrangements with a faster delivery. This shows teamwork and dedication.
The customer's transport was from urban [redacted] to [redacted] That interstate long distance transport calls for a really big transport trailer. Please note that some locations may not be accessible to 18 wheeler 2 level trailers with 7 to 10 cars on them for multiple reasons. This is also noted in paragraph 1 of our Terms and Conditions:
"Carrier will pick up and deliver as close to Customer's door as legally and safely as possible. A mutually agreed upon place to load or unload the vehicle(s) may be necessary due to low hanging trees, low hanging wires, narrow streets and residential area restrictions."
The reasons may be too narrow roads, one way streets, speed bumps, residential restrictions, weight restrictions, low overpasses and bridges, tight turns, low hanging wires and/or tree branches, steep streets, bridge tolls, access by ferries, etc. Also note that no 18-wheeler interstate trailer with 2 levels of cars will be ever able to get in a tight urban street. It is simply physically impossible and very, very hazardous for the people and vehicles on the road and for the vehicles on the trailer. Customers need to remember that drivers are professionals and they know best where they can get the trailer in. They are the Captain and Commander of the trailer and they make the judgment calls to make sure the freight and everyone else stays safe.
Nothing within our process is hidden, that is how we demonstrate integrity. That is how we became one of the largest auto transporters in the United States. Customers are instructed before they post a complaint on Revdex.com to contact us directly to work out a possible resolution. This customer never contacted us to seek resolution.
We ship more than 6000 cars a month and have a have a network of over 13,000 carriers.
Montway is 100% dedicated to the customer and our service and care is unmatched!
Initial Consumer Rebuttal /* (3000, 7, 2015/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Montway says: We are very happy as we confirmed that the vehicle was delivered safe and sound.
My response: This is true. Finally.
Montway says: Please note that our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter.
My response: Terms, Yes I'm sure they were there and probably met. But nowhere does it say that, due to the nature of this business, the customer will likely be required to negotiate the deal with the trucker they provide. If I'm paying for a service, shouldn't the broker (Montway) have let me know, by some means, that there would likely be no trucker who would pick up this vehicle at a residential address in New Jersey? I spoke personally with so many of the customer service people, couldn't ONE of them have explained to me what I need to do?
Montway says: We estimate the dates for multiple reasons.
My response: I do understand that. However, I placed this order on April 10th. The vehicle needed to be delivered before May 1st and all indications were that it would take 4-5 days to get there. I had no idea this might be a problem As a matter of fact, when I called to check on or about April 13th, they told me I had plenty of time.
Montway says: Guaranteed pickup date service is also available, however at much higher cost to the customer.
My response: This option may have been available when I placed the order. I didn't choose it because it looked like I had plenty of time. However, Montway COULD have mentioned to me that there might be a problem with the order as placed. Any one of the 10 service people who were evidently working on this order could have picked up the phone and asked me if I needed this extra service. Instead, they kept me on pins and needles, and trying on my own to figure out a way to make this delivery work.
Montway says: Once picked up the vehicle was delivered in 2days. For a distance of 1800 miles - 2 day delivery is considered Express service, so we were able to make up the lost time in truck arrangements with a faster delivery. This shows teamwork and dedication.
My response: I appreciate that the vehicle got to where it needed to be, timely, but getting that done was a nightmare for this customer. And I was susprised, after three misses with truckers over the course of a week, Montway didn't even bother to let me know that they scheduled the ultimate driver. Teamwork and dedication?? HA! It was the truck driver who called me to say they were just 2 hours away. Montway sent me an email about half an hour after I got the call. And what if I hadn't answered my phone from an unknown number? Quite honestly, the only reason the pickup worked out is that we had by then figured out where to tell the trucker to meet us. WE did the research on how big the truck was and found a viable pickup location. WE drove to where the truck could meet us about half an hour away. I never got a call from Montway that evening at all.
When I placed the order, maybe the small print said something, but not then and not any time during the process and many conversations did Montway TELL me we needed to take the reigns and figure out a suitable location for pickup. In fact, after the first driver didn't work out, I suggested they take an additional address near our home with a larger driveway and substitute it for our residential home address. They told me they had cleared the new address with the drivers. But when the drivers(2) contacted me, they told me there had been no discussion about the pickup address and they would check it out when they got closer. My husband finally went driving around looking for parking lots and then mapped out how to get there without driving on the roads/bridges around here that don't allow 14' high trucks and/or trailers. Why didn't someone tell us from the start that this needed to be done? Certainly we were not their first customer from New Jersey.
Montway says: The customer's transport was from urban New Jersey to Texas. That interstate long distance transport calls for a really big transport trailer. Please note that some locations may not be accessible to 18 wheeler 2 level trailers with 7 to 10 cars on them for multiple reasons. This is also noted in paragraph 1 of our Terms and Conditions:
My response: SO they did know it was both residential and NJ. And I should have read the small print in the terms. BUT, after having called customer service so many times, after having one and then two drivers not pan out, WHY wouldn't one of the many customer service reps have mentioned to me that this is to be expected and, in fact, direct me to the terms and conditions so I could understand. The rep people were all about RELAX. We are working to find you another driver.
And it was left up to me, the by now totally frustrated customer, to figure out what I needed to do. Communication is key to service negotiations and I feel this was truly lacking with Montway. I wound up losing a half day at work and spent countless hours waiting on the phone and it all could have been avoided.
Montway says: Nothing within our process is hidden, that is how we demonstrate integrity.
My response: Define integrity. I don't think Montway HID anything, they just didn't give me all the necessary information even when I asked, causing a major headache and long ordeal that wouldn't have been necessary if they had just told me up front, clearly, what I needed to do and how the process works. The whole reason for this complaint is to, hopefully, make them think twice about what to tell the next unsuspecting customer.
Montway says: Customers are instructed before they post a complaint on Revdex.com to contact us directly to work out a possible resolution. This customer never contacted us to seek resolution.
My response: Instructed?
Ok well I spoke (and complained) to several customer service reps and one of their managers during this ordeal already. It did not seem to have accomplished anything. So no, I did not decide to contact the owner directly.
Montway says:Montway is 100% dedicated to the customer and our service and care is unmatched!
My response: If this is the way this industry treats their customers and Montway is the best out there, I'd like to suggest that they take the initiative to teach their customer service people how to communicate. They might be surprised to find that their number of 6000 cars a month could skyrocket. And maybe they wouldn't have to be asking customers, after the fact, to be calling to resolve their complaints with them instead of reporting them to Revdex.com!
In summary, thank you for your response but no thanks. Saying you're the best and you followed all the rules doesn't solve anything. I'll say it again, this was the WORST customer service transaction I've ever taken a part in and I sincerely hope you take this complaint into consideration when dealing with future customers. Things need to change at Montway!
Final Business Response /* (4000, 9, 2015/05/28) */
As the customer confirmed one more time, we are very happy that the vehicle was delivered safe and sound.
Please note that our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter.
No, customers are never asked to negotiate with the carrier in regards to the transportation. That is pre-arranged in a contract the carrier signs. Keep in mind that Montway is the third party in this transaction so we have no way of controlling if the carrier decide on their own to inquire changes from the customer. The carrier is bound to a contract. In addition, as previously explained, certain city locations may not be accessible to 18 wheeler 2 level haulers with 7 to 10 cars on them as due to common sense that is physically impossible or would cause property and vehicle damages. We regret that the customer may have not been informed verbally and will provide retraining for the agents who work on their order to make sure proper communication is kept throughout the transaction.
All dates are estimated unless otherwise guaranteed in writing secured by an additional guarantee fee.
As customer agreed, once picked up the vehicle was delivered in 2days. For a distance of 1800 miles - 2 day delivery is considered Express service, so we were able to make up the lost time in truck arrangements with a faster delivery. This shows teamwork and dedication. Drivers are required to call at least 2 hours ahead of time to inform the customer of the pickup as they best know exactly what time they can make it. The email confirmation the customer receives is automated controlled by a truck-driver system where the driver himself adds the information, and that sends the confirmation to the customer, so it is possible that the driver called the customer first and after that confirmed the dispatch system. We apologize if that has caused any confusion for the customer.
All customer's suggestions in regards to improving the customer service communication are taken into account and are currently being addressed already. We grow and improve as we grow. And we hope to keep our customers happy as we implement more and more improvements.
Customers are instructed before they post a complaint on Revdex.com to contact us directly to work out a possible resolution. This customer never contacted us to seek resolution. And customer confirmed that they chose not to, which means no resolution was requested from us.
Montway is the largest, most known and with best reputation auto transport broker in the US. We encourage customers to contact us directly with any requests so that we can learn from their words and can also resolve their issues. We are proactive in claim resolution.
Things are constantly changing at Montway and always for the good, which is why we grow so rapidly and have millions of happy customers over the years.
In summary, the customer's only complaint seems to be with customer service communication, as everything else was confirmed by the customer as completed without issues. We take recommendations seriously and we have a rigorous customer service training and the agents who handled the customer's order will be sent in for refresher.
Thank you for your time.
WORST EXPERIENCE EVER. I WAS TOLD I WOULD GET 24 HOURS NOTICE AND THEY WOULD COME NEAR MY HOUSE. THEY CALLED AND SAID I HAD 2 HOURS TO GET TO THE DROP LOCATION THAT WAS 45 MINUTES AWAY OR I WOULD MISS MY ENTIRE WINDOW AND HAVE TO REBOOK.
THEN I RECEIVE MY CAR A DAY LATE, THE WINDSHIELD IS CRACKED, THERE IS A BASKETBALL SIZED DENT IN THE TRUNK AND THE ALIGNMENT WAS SO MESSED UP I HAD TO DRIVE TO THE NEAREST AUTO SHOP WITH MY STEERING WHEEL SIDEWAYS.
[redacted]THE WORST PART IS I BOUGHT THE BOGUS INSURANCE AND I WAS TOLD IT DOESNT COVER ANY OF THE DAMAGES THAT OCCURRED. SERIOUSLY???? WHAT THE HECK DOES IT COVER THEN?????
SECOND WORST PART- THE BILL OF LADDING WAS CHANGED AT SOME POINT DURING THE TRIP AND THEY ADDED THE DENT TO THE REAR ACTING LIKE IT WAS ALREADY THERE, BUT I HAVE PHOTOS AND THE BILL OF LADING FROM THE PICK UP TO PROVE THEY ALTERED IT ON THE ROAD. AND THEY DIDNT EVEN USE THE SAME COLOR INK WHEN THEY ADDED THE NEXT DENT. SO DISHONEST!
$1535 AND ITS GOING TO COST ME ANOTHER $1500 TO FIX EVERYTHING THEY MESSED UP. NEVER EVER, EVER AGAIN.
Montway was great to deal with for transporting my mint condition [redacted] M6 from Raleigh, North Carolina to DFW, Texas. They said it could be picked up Tuesday morning if I went with a driver they had vetted, and it was! Didnt keep the dealer waiting around. They said it would be delivered on Thursday and it was! They gave me the cell number of the driver and I texted him Wednesday night to get an approximate delivery time fir the next day. I told him I'm up at 6am and anytime is good. He called me back quickly and agreed to come by at 8am, and that was the time my car was in front of my house! Still shiny from the dealer's detail job. They obviously treated the car as the gem it is. His auto carrier looked new, clean and shiny too. The driver was very personable and let me feel comfortable with the car before finalizing the delivery. Montway stayed with the transaction all the way, sent me an email to let me know when the car was picked up, and followed up to make sure everything went well. If you want peace of mind in shipping your "baby" across the country (at a great price too) trust Montway. I will for all future out of state car purchases.
Overall I am generally happy with my experience with Montway, but It did not come without a few bumps.
I posted my 89 rx7 sports car with very modified suspension on [redacted].com, where Montway was one of my first bidders. With my posting to [redacted] I included a detailed description of how low my car was to the ground, stating it had 2 inches maybe less ground clearance. Along with that number I posted a photo so there would be no confusion with inaccurate quotes. Montway bid on my post with a much lower original bidding price than what my car was actually shipped for. I messaged them to make sure the ride height would not be a problem, and they responded saying as long as it had 6 inches of ground clearance or more it would not be an issue. This happened with all bidders. It seems as though no one really took the time to read the description along with the pictures that I posted, which was frustrating because thats why I took the time to post it, and of course the inaccurate bids got my hopes up. My car ended up needing an enclosed trailer resulting in about 600 or 700 more dollars than the original bid.
Then when the trailer finally came to my buddy who had to be available all day for the pickup, they ended up sending the wrong trailer and the car was too low to be loaded onto the trailer with the loading ramps. This was frustrating because this wasted about 3 of my buddy's hours where he could have been working and of course the truckers time. I got on the phone with Montway and they said they would send the right trailer (one that had a lift gate) as soon as they could. That ended up being close to another week, but the most important part about doing business with someone is staying in touch with them and keeping in communication, and Montway did an excellent job at that! Other than the original few bumps, they made good on the deal they made with me, and stayed in touch every step of the way, which was so important to me as I care alot about my project cars. Overall I'm a happy customer and I would use them again. I just hope that they iron out those initial wrinkles with the inaccurate bids and trailer specs.
Montway handled the shipment of my two cars from VA to CA very professionally. The communication and courtesy through the whole process was was reassuring.
We had a great experience with Monty. This is the first time we have shipped a vehicle. The car wen from NC to our daughter in Los Angeles. The process for requesting service online went without a hitch. The driver called one day early which was fine for us, and it was delivered one day early in good shape with no damage - just a little dusty.
Do not ever use Montway for auto transport. They sub out jobs to anyone on the street and you will suffer due to this. I lost 1.5 days of work due to the truckers lying about when the vehicle would be delivered. They rarely answered texts, never answered their phones. Montway does not stand behind their word. They never compensated me for the loss of 1.5 days of work lost- no a $50 gift card will not cut it. Spend more and go with a reputable company like Reliable. A vehicle I had transported from WA to PA (with Reliable) was a much easier deal than a vehicle from IN to PA- go figure. Don't go with the cheap guys- you get what you pay for.
We apologize for your dissatisfaction.
Montway is 100% transparent that all transport dates are estimated. All terms and conditions are available prior to booking, reiterated during booking and detailed publicly on our website. Dates can only be estimated as we nor any...
other transporter has control over traffic, weather, accidents, etc. Additionally, our estimated window for pick up is 5 business days. The first available date was 3/9, the 5th business day would have been 3/16. With a 4 day delivery, the vehicle would have arrived at its destination on 3/20. The initially assigned trucker suffered a breakdown to which another driver was quickly allocated. The vehicle was picked up on 3/20 and with the use of team drivers we expedited transit time from 4 to 2 days to get the vehicle delivered on 3/22.
We did everything within our power to get the vehicle safely delivered servicing the customer within our agreed upon terms and conditions. All parties are informed in writing of any delays. The order history shows consistent communication throughout from our dispatch agents.
As the order was placed through u s h I p the customer paid for the entire amount to u s h I p, not Montway so we kindly advise contacting u s h I p directly for any requests for refund. Montway made a total of .92 cents in this particular transaction.
Thank you for your time.
I selected Montway Auto Transport because they were rated high on various survey sites. My [redacted] was not running so I needed a carrier that would take it. Their web site described them as a transport service and broker. So I wasn't sure what I would be experiencing. As it turned out I was brokered to [redacted]t from Florida. On the day I specified, information was sent to my Email for the charges and transport assignment. I contacted my driver the same afternoon when he was in Omaha about 6 hours away. That put him in Wichita about 10pm which was late for loading. The next morning we loaded up around 10am and my car was on it's way. This was on Tuesday Morning and my [redacted] arrived in Phoenix Thursday afternoon. I was very satisfied with the service provided.
Easy to work with, good communication, overall very satisfied with Montway Auto Transport. Picked up and delivered vehicle as promised in specified time frame.
Complaint: [redacted]
I am rejecting this response because:
My vehicle has been stuck in Texas for 10 days now and Montway does not have a backup plan, although I have been asking for one since Thursday.
Montways staff has continued to be extremely rude, ignores my requests, and does not follow up with me in the [redacted]e frame they say they would. One staff member this morning went as far as telling me her title was the "General Manager" once she began speaking to me I immediately questioned her title and she then told me she was a Supervisor. I did finally get into contact with someone today by the name of [redacted] who is at least tolerable to speak with and not rude. Although [redacted] has been tolerable to speak with, its unbelievable that it took me going through the Revdex.com to get a response from someone in upper management, even though I have been asking for this since Friday and multiple people have told me they would have someone call me.
To say that Montway has "negotiated a significant discount on the customers behalf" is untrue. The discount that was talked about had nothing to do with the fact that Montway negotiated it, they had nothing to do with the offer at hand.
The message also states "other carriers are being researched to possibly take over the transport". I have been asking for this since Thursday, there is no possible way they have not found one yet. Supervisor [redacted] promised me during a phone call on Saturday that he had a company available to pick up my vehicle on Monday morning, as you can see that definitely did not happen.
For all of these reasons mentioned, Im denying the previous response, as there are still at major problem at hand and no one seems to listen to what I, the customer have been asking for after 11+ day delivery for my vehicle which I still do not have.
Sincerely,
[redacted]
Montway did a great job with moving our [redacted] Grand Cherokee from CA to CT. The quote given online was the price we paid, and the customer service team / dispatcher were friendly and responsive. Overall a good experience.
Montway connected us with a local auto transporter, the transporter arrived and delivered my vehicle as promised. Montway's price was very competitive and the payment terms were reasonable.
I would like to thank Montway Auto Transport for getting my vehicle to San Antonio to San Francisco area is just a fast and efficient manner. The price they charged was the cheapest around. And they're line of communication was much appreciated. Thanks again Montway Auto!!!
Montway is our first got to company
when we have to transport a vehicle.
Their dispatch network is excellent.
We have never had a complaint!!!!
If you need to ship a vehicle the only company to use is Montway Auto Transport and Get R Done Trucking. Michael and Chris from Montway stayed in constant commutation with me until the job was assigned to Get R Done Trucking. DeWayne and his wife from Get R Done Trucking communicated with me from the time my vehicle was picked up to the time it was dropped off. The professionalism and pride that both company's showed went above and beyond. When you put your trust in someone that you don't know with handling a cross country move of your vehicle is can be nerve racking, but with both Montway and Get R Done set my mind at ease. I would highly recommend them both and will use them for all my moves. Thanks for a great move and making my experience a very pleasant one!!
Awesome company!! Fast friendly and will do all they can to take care of the customer thanks!
Initial Business Response /* (1000, 5, 2015/05/09) */
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 future business. It is imperative that customers have a clear understanding of the...
terms they accept when entering a contractual agreement.
We are very happy as we confirmed that the vehicle was delivered safe and sound. Montway stands by its services and will go above and beyond to assist customers if there are any issues. Sometimes we are faced with difficulties, such as trucks breaking down, driver routes changing, trucks not being able to fit in the designated location. These are the everyday aspects of the Logistics business.
Please note that our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter. 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. Nevertheless, even faced by logistics difficulties such as truck breakdowns and truckers not being able to get close to the location because the trailer is too big we still were able to dispatch 4 different carriers in no time, which shows we were dedicated and working hard toward the shipment goal, which we achieved. 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 her with exceptional customer support. Once picked up the vehicle was delivered in 2days. For a distance of 1800 miles - 2 day delivery is considered Express service, so we were able to make up the lost time in truck arrangements with a faster delivery. This shows teamwork and dedication.
The customer's transport was from urban [redacted] to [redacted] That interstate long distance transport calls for a really big transport trailer. Please note that some locations may not be accessible to 18 wheeler 2 level trailers with 7 to 10 cars on them for multiple reasons. This is also noted in paragraph 1 of our Terms and Conditions:
"Carrier will pick up and deliver as close to Customer's door as legally and safely as possible. A mutually agreed upon place to load or unload the vehicle(s) may be necessary due to low hanging trees, low hanging wires, narrow streets and residential area restrictions."
The reasons may be too narrow roads, one way streets, speed bumps, residential restrictions, weight restrictions, low overpasses and bridges, tight turns, low hanging wires and/or tree branches, steep streets, bridge tolls, access by ferries, etc. Also note that no 18-wheeler interstate trailer with 2 levels of cars will be ever able to get in a tight urban street. It is simply physically impossible and very, very hazardous for the people and vehicles on the road and for the vehicles on the trailer. Customers need to remember that drivers are professionals and they know best where they can get the trailer in. They are the Captain and Commander of the trailer and they make the judgment calls to make sure the freight and everyone else stays safe.
Nothing within our process is hidden, that is how we demonstrate integrity. That is how we became one of the largest auto transporters in the United States. Customers are instructed before they post a complaint on Revdex.com to contact us directly to work out a possible resolution. This customer never contacted us to seek resolution.
We ship more than 6000 cars a month and have a have a network of over 13,000 carriers.
Montway is 100% dedicated to the customer and our service and care is unmatched!
Initial Consumer Rebuttal /* (3000, 7, 2015/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Montway says: We are very happy as we confirmed that the vehicle was delivered safe and sound.
My response: This is true. Finally.
Montway says: Please note that our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter.
My response: Terms, Yes I'm sure they were there and probably met. But nowhere does it say that, due to the nature of this business, the customer will likely be required to negotiate the deal with the trucker they provide. If I'm paying for a service, shouldn't the broker (Montway) have let me know, by some means, that there would likely be no trucker who would pick up this vehicle at a residential address in New Jersey? I spoke personally with so many of the customer service people, couldn't ONE of them have explained to me what I need to do?
Montway says: We estimate the dates for multiple reasons.
My response: I do understand that. However, I placed this order on April 10th. The vehicle needed to be delivered before May 1st and all indications were that it would take 4-5 days to get there. I had no idea this might be a problem As a matter of fact, when I called to check on or about April 13th, they told me I had plenty of time.
Montway says: Guaranteed pickup date service is also available, however at much higher cost to the customer.
My response: This option may have been available when I placed the order. I didn't choose it because it looked like I had plenty of time. However, Montway COULD have mentioned to me that there might be a problem with the order as placed. Any one of the 10 service people who were evidently working on this order could have picked up the phone and asked me if I needed this extra service. Instead, they kept me on pins and needles, and trying on my own to figure out a way to make this delivery work.
Montway says: Once picked up the vehicle was delivered in 2days. For a distance of 1800 miles - 2 day delivery is considered Express service, so we were able to make up the lost time in truck arrangements with a faster delivery. This shows teamwork and dedication.
My response: I appreciate that the vehicle got to where it needed to be, timely, but getting that done was a nightmare for this customer. And I was susprised, after three misses with truckers over the course of a week, Montway didn't even bother to let me know that they scheduled the ultimate driver. Teamwork and dedication?? HA! It was the truck driver who called me to say they were just 2 hours away. Montway sent me an email about half an hour after I got the call. And what if I hadn't answered my phone from an unknown number? Quite honestly, the only reason the pickup worked out is that we had by then figured out where to tell the trucker to meet us. WE did the research on how big the truck was and found a viable pickup location. WE drove to where the truck could meet us about half an hour away. I never got a call from Montway that evening at all.
When I placed the order, maybe the small print said something, but not then and not any time during the process and many conversations did Montway TELL me we needed to take the reigns and figure out a suitable location for pickup. In fact, after the first driver didn't work out, I suggested they take an additional address near our home with a larger driveway and substitute it for our residential home address. They told me they had cleared the new address with the drivers. But when the drivers(2) contacted me, they told me there had been no discussion about the pickup address and they would check it out when they got closer. My husband finally went driving around looking for parking lots and then mapped out how to get there without driving on the roads/bridges around here that don't allow 14' high trucks and/or trailers. Why didn't someone tell us from the start that this needed to be done? Certainly we were not their first customer from New Jersey.
Montway says: The customer's transport was from urban New Jersey to Texas. That interstate long distance transport calls for a really big transport trailer. Please note that some locations may not be accessible to 18 wheeler 2 level trailers with 7 to 10 cars on them for multiple reasons. This is also noted in paragraph 1 of our Terms and Conditions:
My response: SO they did know it was both residential and NJ. And I should have read the small print in the terms. BUT, after having called customer service so many times, after having one and then two drivers not pan out, WHY wouldn't one of the many customer service reps have mentioned to me that this is to be expected and, in fact, direct me to the terms and conditions so I could understand. The rep people were all about RELAX. We are working to find you another driver.
And it was left up to me, the by now totally frustrated customer, to figure out what I needed to do. Communication is key to service negotiations and I feel this was truly lacking with Montway. I wound up losing a half day at work and spent countless hours waiting on the phone and it all could have been avoided.
Montway says: Nothing within our process is hidden, that is how we demonstrate integrity.
My response: Define integrity. I don't think Montway HID anything, they just didn't give me all the necessary information even when I asked, causing a major headache and long ordeal that wouldn't have been necessary if they had just told me up front, clearly, what I needed to do and how the process works. The whole reason for this complaint is to, hopefully, make them think twice about what to tell the next unsuspecting customer.
Montway says: Customers are instructed before they post a complaint on Revdex.com to contact us directly to work out a possible resolution. This customer never contacted us to seek resolution.
My response: Instructed?
Ok well I spoke (and complained) to several customer service reps and one of their managers during this ordeal already. It did not seem to have accomplished anything. So no, I did not decide to contact the owner directly.
Montway says:Montway is 100% dedicated to the customer and our service and care is unmatched!
My response: If this is the way this industry treats their customers and Montway is the best out there, I'd like to suggest that they take the initiative to teach their customer service people how to communicate. They might be surprised to find that their number of 6000 cars a month could skyrocket. And maybe they wouldn't have to be asking customers, after the fact, to be calling to resolve their complaints with them instead of reporting them to Revdex.com!
In summary, thank you for your response but no thanks. Saying you're the best and you followed all the rules doesn't solve anything. I'll say it again, this was the WORST customer service transaction I've ever taken a part in and I sincerely hope you take this complaint into consideration when dealing with future customers. Things need to change at Montway!
Final Business Response /* (4000, 9, 2015/05/28) */
As the customer confirmed one more time, we are very happy that the vehicle was delivered safe and sound.
Please note that our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter.
No, customers are never asked to negotiate with the carrier in regards to the transportation. That is pre-arranged in a contract the carrier signs. Keep in mind that Montway is the third party in this transaction so we have no way of controlling if the carrier decide on their own to inquire changes from the customer. The carrier is bound to a contract. In addition, as previously explained, certain city locations may not be accessible to 18 wheeler 2 level haulers with 7 to 10 cars on them as due to common sense that is physically impossible or would cause property and vehicle damages. We regret that the customer may have not been informed verbally and will provide retraining for the agents who work on their order to make sure proper communication is kept throughout the transaction.
All dates are estimated unless otherwise guaranteed in writing secured by an additional guarantee fee.
As customer agreed, once picked up the vehicle was delivered in 2days. For a distance of 1800 miles - 2 day delivery is considered Express service, so we were able to make up the lost time in truck arrangements with a faster delivery. This shows teamwork and dedication. Drivers are required to call at least 2 hours ahead of time to inform the customer of the pickup as they best know exactly what time they can make it. The email confirmation the customer receives is automated controlled by a truck-driver system where the driver himself adds the information, and that sends the confirmation to the customer, so it is possible that the driver called the customer first and after that confirmed the dispatch system. We apologize if that has caused any confusion for the customer.
All customer's suggestions in regards to improving the customer service communication are taken into account and are currently being addressed already. We grow and improve as we grow. And we hope to keep our customers happy as we implement more and more improvements.
Customers are instructed before they post a complaint on Revdex.com to contact us directly to work out a possible resolution. This customer never contacted us to seek resolution. And customer confirmed that they chose not to, which means no resolution was requested from us.
Montway is the largest, most known and with best reputation auto transport broker in the US. We encourage customers to contact us directly with any requests so that we can learn from their words and can also resolve their issues. We are proactive in claim resolution.
Things are constantly changing at Montway and always for the good, which is why we grow so rapidly and have millions of happy customers over the years.
In summary, the customer's only complaint seems to be with customer service communication, as everything else was confirmed by the customer as completed without issues. We take recommendations seriously and we have a rigorous customer service training and the agents who handled the customer's order will be sent in for refresher.
Thank you for your time.
At this time we have reached out to the customer and have made an offer to refund. We are waiting on the customer to respond.
Thank you.
Very honest & professional company. Delivered car very fast & on time.
WORST EXPERIENCE EVER. I WAS TOLD I WOULD GET 24 HOURS NOTICE AND THEY WOULD COME NEAR MY HOUSE. THEY CALLED AND SAID I HAD 2 HOURS TO GET TO THE DROP LOCATION THAT WAS 45 MINUTES AWAY OR I WOULD MISS MY ENTIRE WINDOW AND HAVE TO REBOOK.
THEN I RECEIVE MY CAR A DAY LATE, THE WINDSHIELD IS CRACKED, THERE IS A BASKETBALL SIZED DENT IN THE TRUNK AND THE ALIGNMENT WAS SO MESSED UP I HAD TO DRIVE TO THE NEAREST AUTO SHOP WITH MY STEERING WHEEL SIDEWAYS.
[redacted]THE WORST PART IS I BOUGHT THE BOGUS INSURANCE AND I WAS TOLD IT DOESNT COVER ANY OF THE DAMAGES THAT OCCURRED. SERIOUSLY???? WHAT THE HECK DOES IT COVER THEN?????
SECOND WORST PART- THE BILL OF LADDING WAS CHANGED AT SOME POINT DURING THE TRIP AND THEY ADDED THE DENT TO THE REAR ACTING LIKE IT WAS ALREADY THERE, BUT I HAVE PHOTOS AND THE BILL OF LADING FROM THE PICK UP TO PROVE THEY ALTERED IT ON THE ROAD. AND THEY DIDNT EVEN USE THE SAME COLOR INK WHEN THEY ADDED THE NEXT DENT. SO DISHONEST!
$1535 AND ITS GOING TO COST ME ANOTHER $1500 TO FIX EVERYTHING THEY MESSED UP. NEVER EVER, EVER AGAIN.
Montway was great to deal with for transporting my mint condition [redacted] M6 from Raleigh, North Carolina to DFW, Texas. They said it could be picked up Tuesday morning if I went with a driver they had vetted, and it was! Didnt keep the dealer waiting around. They said it would be delivered on Thursday and it was! They gave me the cell number of the driver and I texted him Wednesday night to get an approximate delivery time fir the next day. I told him I'm up at 6am and anytime is good. He called me back quickly and agreed to come by at 8am, and that was the time my car was in front of my house! Still shiny from the dealer's detail job. They obviously treated the car as the gem it is. His auto carrier looked new, clean and shiny too. The driver was very personable and let me feel comfortable with the car before finalizing the delivery. Montway stayed with the transaction all the way, sent me an email to let me know when the car was picked up, and followed up to make sure everything went well. If you want peace of mind in shipping your "baby" across the country (at a great price too) trust Montway. I will for all future out of state car purchases.
Overall I am generally happy with my experience with Montway, but It did not come without a few bumps.
I posted my 89 rx7 sports car with very modified suspension on [redacted].com, where Montway was one of my first bidders. With my posting to [redacted] I included a detailed description of how low my car was to the ground, stating it had 2 inches maybe less ground clearance. Along with that number I posted a photo so there would be no confusion with inaccurate quotes. Montway bid on my post with a much lower original bidding price than what my car was actually shipped for. I messaged them to make sure the ride height would not be a problem, and they responded saying as long as it had 6 inches of ground clearance or more it would not be an issue. This happened with all bidders. It seems as though no one really took the time to read the description along with the pictures that I posted, which was frustrating because thats why I took the time to post it, and of course the inaccurate bids got my hopes up. My car ended up needing an enclosed trailer resulting in about 600 or 700 more dollars than the original bid.
Then when the trailer finally came to my buddy who had to be available all day for the pickup, they ended up sending the wrong trailer and the car was too low to be loaded onto the trailer with the loading ramps. This was frustrating because this wasted about 3 of my buddy's hours where he could have been working and of course the truckers time. I got on the phone with Montway and they said they would send the right trailer (one that had a lift gate) as soon as they could. That ended up being close to another week, but the most important part about doing business with someone is staying in touch with them and keeping in communication, and Montway did an excellent job at that! Other than the original few bumps, they made good on the deal they made with me, and stayed in touch every step of the way, which was so important to me as I care alot about my project cars. Overall I'm a happy customer and I would use them again. I just hope that they iron out those initial wrinkles with the inaccurate bids and trailer specs.
Montway handled the shipment of my two cars from VA to CA very professionally. The communication and courtesy through the whole process was was reassuring.
We had a great experience with Monty. This is the first time we have shipped a vehicle. The car wen from NC to our daughter in Los Angeles. The process for requesting service online went without a hitch. The driver called one day early which was fine for us, and it was delivered one day early in good shape with no damage - just a little dusty.
Do not ever use Montway for auto transport. They sub out jobs to anyone on the street and you will suffer due to this. I lost 1.5 days of work due to the truckers lying about when the vehicle would be delivered. They rarely answered texts, never answered their phones. Montway does not stand behind their word. They never compensated me for the loss of 1.5 days of work lost- no a $50 gift card will not cut it. Spend more and go with a reputable company like Reliable. A vehicle I had transported from WA to PA (with Reliable) was a much easier deal than a vehicle from IN to PA- go figure. Don't go with the cheap guys- you get what you pay for.
We apologize for your dissatisfaction.
Montway is 100% transparent that all transport dates are estimated. All terms and conditions are available prior to booking, reiterated during booking and detailed publicly on our website. Dates can only be estimated as we nor any...
other transporter has control over traffic, weather, accidents, etc. Additionally, our estimated window for pick up is 5 business days. The first available date was 3/9, the 5th business day would have been 3/16. With a 4 day delivery, the vehicle would have arrived at its destination on 3/20. The initially assigned trucker suffered a breakdown to which another driver was quickly allocated. The vehicle was picked up on 3/20 and with the use of team drivers we expedited transit time from 4 to 2 days to get the vehicle delivered on 3/22.
We did everything within our power to get the vehicle safely delivered servicing the customer within our agreed upon terms and conditions. All parties are informed in writing of any delays. The order history shows consistent communication throughout from our dispatch agents.
As the order was placed through u s h I p the customer paid for the entire amount to u s h I p, not Montway so we kindly advise contacting u s h I p directly for any requests for refund. Montway made a total of .92 cents in this particular transaction.
Thank you for your time.
I selected Montway Auto Transport because they were rated high on various survey sites. My [redacted] was not running so I needed a carrier that would take it. Their web site described them as a transport service and broker. So I wasn't sure what I would be experiencing. As it turned out I was brokered to [redacted]t from Florida. On the day I specified, information was sent to my Email for the charges and transport assignment. I contacted my driver the same afternoon when he was in Omaha about 6 hours away. That put him in Wichita about 10pm which was late for loading. The next morning we loaded up around 10am and my car was on it's way. This was on Tuesday Morning and my [redacted] arrived in Phoenix Thursday afternoon. I was very satisfied with the service provided.
Easy to work with, good communication, overall very satisfied with Montway Auto Transport. Picked up and delivered vehicle as promised in specified time frame.
Complaint: [redacted]
I am rejecting this response because:
My vehicle has been stuck in Texas for 10 days now and Montway does not have a backup plan, although I have been asking for one since Thursday.
Montways staff has continued to be extremely rude, ignores my requests, and does not follow up with me in the [redacted]e frame they say they would. One staff member this morning went as far as telling me her title was the "General Manager" once she began speaking to me I immediately questioned her title and she then told me she was a Supervisor. I did finally get into contact with someone today by the name of [redacted] who is at least tolerable to speak with and not rude. Although [redacted] has been tolerable to speak with, its unbelievable that it took me going through the Revdex.com to get a response from someone in upper management, even though I have been asking for this since Friday and multiple people have told me they would have someone call me.
To say that Montway has "negotiated a significant discount on the customers behalf" is untrue. The discount that was talked about had nothing to do with the fact that Montway negotiated it, they had nothing to do with the offer at hand.
The message also states "other carriers are being researched to possibly take over the transport". I have been asking for this since Thursday, there is no possible way they have not found one yet. Supervisor [redacted] promised me during a phone call on Saturday that he had a company available to pick up my vehicle on Monday morning, as you can see that definitely did not happen.
For all of these reasons mentioned, Im denying the previous response, as there are still at major problem at hand and no one seems to listen to what I, the customer have been asking for after 11+ day delivery for my vehicle which I still do not have.
Sincerely,
[redacted]
Montway did a great job with moving our [redacted] Grand Cherokee from CA to CT. The quote given online was the price we paid, and the customer service team / dispatcher were friendly and responsive. Overall a good experience.
Everything was seemless. Highly recommend.
Montway connected us with a local auto transporter, the transporter arrived and delivered my vehicle as promised. Montway's price was very competitive and the payment terms were reasonable.
I would like to thank Montway Auto Transport for getting my vehicle to San Antonio to San Francisco area is just a fast and efficient manner. The price they charged was the cheapest around. And they're line of communication was much appreciated. Thanks again Montway Auto!!!