Initial Business Response /* (1000, 5, 2015/06/18) */
Contact Name and Title: Montway Claims Dept
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@montway.com
We are truly sorry to have lost this customer's business. 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 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. The customer is the cardholder as confirmed with the credit card institution and the payment was authorized by the same cardholder as the service was ordered and booked. We have enforced all security measures when accepting payments in order to confirm identity and obtain proper authorization.
As soon as the order was booked and the vehicle was made available on the same date, Montway has authorization to dispatch the appropriate transport carrier to pickup the customer's vehicle. For this order Montway acted as a broker and our service provided is to locate and contract a transport carrier company to transport the customer's vehicle per the requirements of the booked order. All customer's requirements were met and a transport carrier was contracted and dispatched the same day as the booking. That is considered express service, yet all our fees are standard and the lowest in the industry. The broker fees are non-refundable once the broker service is rendered. The broker service is considered rendered as soon as the transport carrier is contracted for the job. Thus the broker fees are no longer refundable as there is no way to retract a service that has already been rendered. The transportation fees were immediately refunded to the customer upon her request. Cancellation for full refund needs to occur before the broker service is rendered. The broker service is intangible and thus cannot be reversed.
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.
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!
I used Montway to transport my Subaru from NYC to SF. The process was quick and seamless. They came on time for pick-up and delivered before the estimated drop-off date. Car was delivered in excellent condition.
Horrible service; heard the bells from heaven from their sales representative to have me book with them to transport my car. Door to door service, full insurance coverage etc.. Only to find out the agency they booked the service through to have my car delivered only has an eighteen wheeler trailer that obviously can't fit in my apartment. Now this separate agency wants to charge me extra to get the car inside the complex. Of course I said NO WAY! I reached out to Montway hoping that I could settle this issue gracefully; I guess my expectations were too high. They're telling me I should have told them that I lived in an apartment complex. So my question was A) You are the one delivering door to door service; shouldn't that be in your best interest to know if I'm in an apartment complex or not. B) You clearly asked if I was situated at business or local location; wouldn't that have be a perfect opportunity to fit the real question in. Now I'm stuck with having to pay a tow truck an extra $100 just to get my car in my apartment. Thanks much for your door to door service MONTWAY. I will be sure to recommend and use your service again!
My husband and I hired Montway Auto Transport to transport two of our vehicles from Florida to Pennsylvania. We choose them because of their good rating on the Revdex.com site. To begin with they were more than two hours late arriving. Due to this fact we were inside instructing the furniture moving team when they arrived. Later I found out from my mother who was outside watching the cars being loaded that they used my midsize [redacted] to pull our classic vehicle unto the large double decker auto carrier semitruck using a rope to hook the two cars together.The classic car is a much larger and heavier car than my [redacted]. When I complained to a gentleman with the company later he said that this was the only way that they could load the classic because it didn't run. I reminded him that they were told that the car did not run at the time we hired them and they were supposed to bring the proper equipment to load the vehicle. Because we also had to travel to our new location driving another vehicle, we contracted a specific delivery date giving us a couple of days to arrive. While in route, we were notified by driver of this company that they would be arriving a day earlier and wanted to drop the vehicles off. They also informed us that they where familiar with the road where we contracted the cars to be delivered and would not be able to drop the cars off at our contracted address/drop site because they had brought the semitruck carrier and thought that it would not be able to go back the country road at our new site. We said that we would get back to them with an ulternative site. We contacted a local farm owner, whose farm sits on a main road within 1 mile of where the cars were contracted to be dropped off, and got permission for the vehicles to be parked there. When we called the driver of the auto transport back to give him this information, he told us that he was already unloading the cars in the parking lot of a local auto parts store. A store that we were not familiar with and did not know where it was located. So in the middle of our traveling, we ended up having to contact one of our family members and having him drive to the store to make sure that the cars where there and get permission from the owner of the store that the cars could stay there until the next day. The owner agreed as long as we didn't hold her responsible for any damage that might have occured to the cars over night. We agreed-didn't have a lot of choice at that point. Then we had to call and make arrangements to hire a tow truck to get the classic car towed to our site-which cost us an additional non-planned for $50.00. Also when we arrived at the auto parts store the next day, we found the keys of the [redacted] under the drivers side floor mat and the car UNLOCKED. Later when I called Montway to complain about: the cars not being delivered to the right site; of them not telling us in advance that they could not deliver to our site (when they where familiar with the road at the time we contracted with them); of not bringing the proper equipment to load the classic; of the [redacted] being left unsecured with the keys inside; and the fact that I ended up with more out of pocket expense. The gentleman I spoke with didn't seem concerened about my complaints until I stated that I chose their company because of their good rating on the Revdex.com site, and that I was thinking of filing a complaint. This seemed to get his attention and he finally apologized and offered to reimburse me the $50.00 extra towing cost I incurred. Although I did not feel this covered the agrevation that we went through, I figured that at least he was trying to make amends. So I agreed. That was over two months ago and I haven't seen the promised check that he was supposed to mail to me yet. So I am writting this to warn others that the service provided by this company is not very good. You may want to look elsewhere.
Had a very special (to me) 1989 [redacted] shipped from California to Brooklyn with Montway. They estimated 7 days, but it somehow flew over here in 5. Very helpful staff eased my worries about how, when, and how much, and they drove the car off the truck right to my door.
I hired Montway Auto Transport through UShip to transport my 2007 Dodge pickup from Phoenix, AZ to Gulfport, MS. The driver was able to pick up the vehicle within two days and delivered it in safe condition within two days from pickup. Very good communications through and excellent service at a fair price.
Montway Auto Transpirt went above and beyond for me. Everyone in cuwtomer service was always pleasant. I'd highly recommend this company and the company that delivered my car. The driver stayed in communication with me, always answered all questions, texts and was exact on the delivery date and time.
Great service. My car arrived on time and in great condition from California to Maryland. The driver kept us updated on his arrival time and I met him at the offload site. A word of advise. If you don't have room for a 65 ft. semi on your street, find a place nearby to offload your car. The driver was great and I couldn't be happier.
Montway auto transport did a great job. Very friendly and helpful. They answer all my questions and booking took less than 15min. I will use them again in the future.
The vehicle arrived in the same condition as it was picked up. The trip was delayed by hurricane Matthew but still delivered in good time. Driver and office communications was proper. Driver helpful in getting unloaded and finishing transaction
Initial Business Response /* (1000, 5, 2014/06/27) */
We are very sorry for the customer's situation and made every effort to rectify the problem.
When the customer informed us of the situation, we took immediate action. All parties were thoroughly interviewed. Documentation provided by...
both the customer and the trucker indicates that 1 key was provided at the pickup of the vehicle. We understand the customer believes they always receive 2 key fobs with their leases, however we cannot comment on the customer's experience with previous leases. We can only investigate what occurred with this transport.
Customer asked Montway to cover the $395 cost to generate a new key fob despite there being no evidence to show that a second key fob was part of the transport.
Wanting to provide a solution for the customer and to show them we do value their business, as a courtesy we offered to pay the $95 cost for a spare master key. The customer declined our offer.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
if they do not want to pay that is fine,I just want to inform the consumers what to expect from this company .They offered me $95 only if I agreed to remove my review.They also made the online review company to remove my review ,as per them I was not their client. I had to send documentation to prove that I was their client
Final Business Response /* (4000, 9, 2014/07/03) */
We appreciate your response, thank you. However the $95 was offered to compensate you the cost of the key, not to remove the review.
Please provide documentation other than verbal information provided by the seller and we will be glad to assist in mediating with the carrier, [redacted], on your behalf and have them pay for the original key.
Please understand, [redacted]'s driver has no reason or interest in keeping such an item as it only hurts his business.
We also would like to kindly point out that legal liability lies with the carrier, [redacted], not Montway, who acted as the broker in this transaction.
Although it is not our legal responsibility, we did everything we could to offer you an appropriate solution. We are very sorry for your continued dissatisfaction.
Montway was great throughout the entire transaction. They knew what and where things were and kept me up to date with contacts and progress.
At my request, the car was even delivered on a Sunday morning.
Arranged transport for my pickup within a 2 week window. Montway picked it up early and delivered it in only a week. Very impressed with their communication through out the entire process. They couldn't have made it easier.
I had a very friendly and easy experience setting up transportation for my vehicle price was very fair customer service was excellent. I would use the service again if need be
Initial Business Response /* (1000, 5, 2015/06/18) */
Contact Name and Title: Montway Claims Dept
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@montway.com
We are truly sorry to have lost this customer's business. 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 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. The customer is the cardholder as confirmed with the credit card institution and the payment was authorized by the same cardholder as the service was ordered and booked. We have enforced all security measures when accepting payments in order to confirm identity and obtain proper authorization.
As soon as the order was booked and the vehicle was made available on the same date, Montway has authorization to dispatch the appropriate transport carrier to pickup the customer's vehicle. For this order Montway acted as a broker and our service provided is to locate and contract a transport carrier company to transport the customer's vehicle per the requirements of the booked order. All customer's requirements were met and a transport carrier was contracted and dispatched the same day as the booking. That is considered express service, yet all our fees are standard and the lowest in the industry. The broker fees are non-refundable once the broker service is rendered. The broker service is considered rendered as soon as the transport carrier is contracted for the job. Thus the broker fees are no longer refundable as there is no way to retract a service that has already been rendered. The transportation fees were immediately refunded to the customer upon her request. Cancellation for full refund needs to occur before the broker service is rendered. The broker service is intangible and thus cannot be reversed.
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.
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!
I used Montway to transport my Subaru from NYC to SF. The process was quick and seamless. They came on time for pick-up and delivered before the estimated drop-off date. Car was delivered in excellent condition.
Horrible service; heard the bells from heaven from their sales representative to have me book with them to transport my car. Door to door service, full insurance coverage etc.. Only to find out the agency they booked the service through to have my car delivered only has an eighteen wheeler trailer that obviously can't fit in my apartment. Now this separate agency wants to charge me extra to get the car inside the complex. Of course I said NO WAY! I reached out to Montway hoping that I could settle this issue gracefully; I guess my expectations were too high. They're telling me I should have told them that I lived in an apartment complex. So my question was A) You are the one delivering door to door service; shouldn't that be in your best interest to know if I'm in an apartment complex or not. B) You clearly asked if I was situated at business or local location; wouldn't that have be a perfect opportunity to fit the real question in. Now I'm stuck with having to pay a tow truck an extra $100 just to get my car in my apartment. Thanks much for your door to door service MONTWAY. I will be sure to recommend and use your service again!
My husband and I hired Montway Auto Transport to transport two of our vehicles from Florida to Pennsylvania. We choose them because of their good rating on the Revdex.com site. To begin with they were more than two hours late arriving. Due to this fact we were inside instructing the furniture moving team when they arrived. Later I found out from my mother who was outside watching the cars being loaded that they used my midsize [redacted] to pull our classic vehicle unto the large double decker auto carrier semitruck using a rope to hook the two cars together.The classic car is a much larger and heavier car than my [redacted]. When I complained to a gentleman with the company later he said that this was the only way that they could load the classic because it didn't run. I reminded him that they were told that the car did not run at the time we hired them and they were supposed to bring the proper equipment to load the vehicle. Because we also had to travel to our new location driving another vehicle, we contracted a specific delivery date giving us a couple of days to arrive. While in route, we were notified by driver of this company that they would be arriving a day earlier and wanted to drop the vehicles off. They also informed us that they where familiar with the road where we contracted the cars to be delivered and would not be able to drop the cars off at our contracted address/drop site because they had brought the semitruck carrier and thought that it would not be able to go back the country road at our new site. We said that we would get back to them with an ulternative site. We contacted a local farm owner, whose farm sits on a main road within 1 mile of where the cars were contracted to be dropped off, and got permission for the vehicles to be parked there. When we called the driver of the auto transport back to give him this information, he told us that he was already unloading the cars in the parking lot of a local auto parts store. A store that we were not familiar with and did not know where it was located. So in the middle of our traveling, we ended up having to contact one of our family members and having him drive to the store to make sure that the cars where there and get permission from the owner of the store that the cars could stay there until the next day. The owner agreed as long as we didn't hold her responsible for any damage that might have occured to the cars over night. We agreed-didn't have a lot of choice at that point. Then we had to call and make arrangements to hire a tow truck to get the classic car towed to our site-which cost us an additional non-planned for $50.00. Also when we arrived at the auto parts store the next day, we found the keys of the [redacted] under the drivers side floor mat and the car UNLOCKED. Later when I called Montway to complain about: the cars not being delivered to the right site; of them not telling us in advance that they could not deliver to our site (when they where familiar with the road at the time we contracted with them); of not bringing the proper equipment to load the classic; of the [redacted] being left unsecured with the keys inside; and the fact that I ended up with more out of pocket expense. The gentleman I spoke with didn't seem concerened about my complaints until I stated that I chose their company because of their good rating on the Revdex.com site, and that I was thinking of filing a complaint. This seemed to get his attention and he finally apologized and offered to reimburse me the $50.00 extra towing cost I incurred. Although I did not feel this covered the agrevation that we went through, I figured that at least he was trying to make amends. So I agreed. That was over two months ago and I haven't seen the promised check that he was supposed to mail to me yet. So I am writting this to warn others that the service provided by this company is not very good. You may want to look elsewhere.
Fast and pleasant service
Had a very special (to me) 1989 [redacted] shipped from California to Brooklyn with Montway. They estimated 7 days, but it somehow flew over here in 5. Very helpful staff eased my worries about how, when, and how much, and they drove the car off the truck right to my door.
Montway has reached out to the customer on multiple occasions to rectify the issue and we have yet to receive a response.
Thank you,
I hired Montway Auto Transport through UShip to transport my 2007 Dodge pickup from Phoenix, AZ to Gulfport, MS. The driver was able to pick up the vehicle within two days and delivered it in safe condition within two days from pickup. Very good communications through and excellent service at a fair price.
Excellent service. They keep up their word. Car reached me safe . I came in last minute and they helped me .
Montway Auto Transpirt went above and beyond for me. Everyone in cuwtomer service was always pleasant. I'd highly recommend this company and the company that delivered my car. The driver stayed in communication with me, always answered all questions, texts and was exact on the delivery date and time.
Excellent service on both ends.
I had excellent service for Monterey and I will use them again thank you just give me so I was happy with the transportation
Great service. My car arrived on time and in great condition from California to Maryland. The driver kept us updated on his arrival time and I met him at the offload site. A word of advise. If you don't have room for a 65 ft. semi on your street, find a place nearby to offload your car. The driver was great and I couldn't be happier.
Very good service. The price was fair.
Montway auto transport did a great job. Very friendly and helpful. They answer all my questions and booking took less than 15min. I will use them again in the future.
The vehicle arrived in the same condition as it was picked up. The trip was delayed by hurricane Matthew but still delivered in good time. Driver and office communications was proper. Driver helpful in getting unloaded and finishing transaction
Initial Business Response /* (1000, 5, 2014/06/27) */
We are very sorry for the customer's situation and made every effort to rectify the problem.
When the customer informed us of the situation, we took immediate action. All parties were thoroughly interviewed. Documentation provided by...
both the customer and the trucker indicates that 1 key was provided at the pickup of the vehicle. We understand the customer believes they always receive 2 key fobs with their leases, however we cannot comment on the customer's experience with previous leases. We can only investigate what occurred with this transport.
Customer asked Montway to cover the $395 cost to generate a new key fob despite there being no evidence to show that a second key fob was part of the transport.
Wanting to provide a solution for the customer and to show them we do value their business, as a courtesy we offered to pay the $95 cost for a spare master key. The customer declined our offer.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
if they do not want to pay that is fine,I just want to inform the consumers what to expect from this company .They offered me $95 only if I agreed to remove my review.They also made the online review company to remove my review ,as per them I was not their client. I had to send documentation to prove that I was their client
Final Business Response /* (4000, 9, 2014/07/03) */
We appreciate your response, thank you. However the $95 was offered to compensate you the cost of the key, not to remove the review.
Please provide documentation other than verbal information provided by the seller and we will be glad to assist in mediating with the carrier, [redacted], on your behalf and have them pay for the original key.
Please understand, [redacted]'s driver has no reason or interest in keeping such an item as it only hurts his business.
We also would like to kindly point out that legal liability lies with the carrier, [redacted], not Montway, who acted as the broker in this transaction.
Although it is not our legal responsibility, we did everything we could to offer you an appropriate solution. We are very sorry for your continued dissatisfaction.
Montway was great throughout the entire transaction. They knew what and where things were and kept me up to date with contacts and progress.
At my request, the car was even delivered on a Sunday morning.
Arranged transport for my pickup within a 2 week window. Montway picked it up early and delivered it in only a week. Very impressed with their communication through out the entire process. They couldn't have made it easier.
I had a very friendly and easy experience setting up transportation for my vehicle price was very fair customer service was excellent. I would use the service again if need be