I am Happy with the kind of service and attention I got.They exceed my expectations.The commitment they made for delivery of my car in 2-days was sincerely fulfilled.I would for sure recommend their service to my family and friends and those who want to transport their vehicle with complete peace of mind
Kudos to their team!!
Initial Business Response /* (1000, 5, 2015/08/18) */
Contact Name and Title: Montway claims department
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@montway.com
We are very sorry for the inconveniences caused to the customerCustomer satisfaction is very important to us and we go
above and beyond to provide our customers with great care and supportWe are in communication with the carrier responsible for the issues and are negotiating with them for a resolutionWe understand the customer's frustration but we require the customers be aware of our terms and conditions when placing the orderMontway stands by its services and will go above and beyond to assist customers with any issuesOur terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafterNothing within our process is hidden, that is how we demonstrate integrityPlease note that all service dates in the auto transport industry are only estimated, and the auto transport industry is much different than the package delivery industry due to different factors: 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, etcThus the provided estimated dates could vary by day or twoWe understand that this could be causing inconvenience for you and we sincerely apologize, as we try to make sure the transit is as smooth as possible
Guaranteed service dates cost $500-more, paid directly to the driver to make sure he rearranges his schedule in a way that he is 100% certain he can make it to the given location on the given date
The vehicles have been delivered safely and in good conditionThrough mediation with the carrier we have already offered a resolution and compensation to the customer
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm satisfied with the settlement but not the responseThe wording above implies that the reason for the delays was due to traffic, mechanical, etcIn the end, it may not be Montway's fault that the carrier they selected failed to communicate the location of the carsI just feel like better controls have to be implemented so that the exact location of a customers auto's is known at all timesIf someone had just old me they were sitting in a parking lot in the Northeast and they weren't able to locate a truck to drive my cars down to *** I would've still been upset, but at least I would have known the location of my carsEither way, the case is closedI have accepted settlement and will not pursue further action against the company provided I receive the agreed settlement amount
Complaint: ***
I am rejecting this response because:
Montway contracted with me to ship my car from Scottsdale, AZ to Cleveland, TN door to door at the cost of $I paid them $They did not ship my carThey would not give me a shipping dateThey refused to send a company (Not Brokered) Montway Auto transport Truck to transport my carThe only solution they offered was to ship at an additional cost to me of $They gave me a price and tried to broker out this job at a price they refused to do it at themselvesNow they have cancelled my orderI didn't ask to cancel this order, I asked for my car to be shipped at the price they quoted and in the time frame or close to what they advertise on their web siteWhen they cancelled my order their excuse was summer time is the busiest time of year, a shortage of trucksIf you read other responses to complaints, the holidays are the hardest time to ship because of weather and shortage of vehiclesExcuses so convenient for every time of yearThey falsely quote prices and do not deliver on the services they promiseI would prefer to ship my car with the carrier of my choice and have Montway Auto Transport pay the costs to transport over and above $OR have Montway book and ship my car in an expedient mannerIf the cost of transport exceeds $then Montway should absorb that costThey know they cannot deliver at the price they quoted but we had a contractI paid, they accepted paymentI want them to honor that contract.
Sincerely,
*** ***
Great serviceI have used Montway twice now and both times I've had a great experience! They are very knowledgeable, friendly, and very easy to work withI knew where my vehicle was every step of the wayWill be using them again
Initial Business Response /* (1000, 5, 2015/07/24) */
Montway stands by its services and will go above and beyond to assist customers with any issuesOur terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all
communications thereafterNothing within our process is hidden, that is how we demonstrate integrityWe do not provide a day windowWe estimate assigning a carrier within to business daysEven though our estimations are highly accurate, just over 95%, we still inform customers we can only provide estimated datesWe want our customers to be clear on these terms so they can make any necessary personal arrangements.We estimate the dates for multiple reasons, reasons which impacts the entire transport industryTraffic 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 anticipatedWe understand this is potentially inconvenient for customers, so we combat that with information and keeping customers informed by providing updates via phone and emailIt is not our intent to inconvenience our customers; our goal is to find our customers a transport solution
This is why we go above and beyond to help customers understand the terms and conditions that come along with our services
Issue has been resolved with the customer
I am an existing customerI have use Montway over times within years nowAnd I must say the service I have Continuously got from using Montway transport has been very promising and well worth the dollar spent
First off, I chose Montaway because they were always prompt responding to me, I'm talking thirty minutes to an hour, even at a.mEast coast time!
My original pick up date was met, but the morning of my car ended up in the shop with no ETA so I had to cancelWhen it was time to reschedule, they weren't able to find one right away, but once they did they were quick to inform meLike, two people called me within minutes to tell me a driver had been found
I have to give it to the drivers, they dealt with my crazy ex and still brought me my car, and were very friendly the whole timeI appreciated having one of the driver's phone numbers (from when he called me) since they were driving from NY to CA
I think it was absolutely worth the $1,and would choose them again
I had to ship my son's new *** Accord to him from Illinois to Arizona I had researched several auto transport companies and found a lot of them had the same complaints ie: ) When the car reached it's destination the drivers would ask for more money than was quoted)Pick up or delivery times would not be honored from quoted times) Damage to car )4.Cars would not be picked up at all After researching I decided to use Montway Auto Transport I was quoted a price of $with $deposit and the remainder balance of $to be paid to the driver on delivery I was told that the car would be picked up on Wednesday September 28, between 1:00-3:p.m My surprise when I received a telephone call from Matt (the driver) who asked if he could pick the car of earlier, I was relieved because now I didn't have to leave work Matt picked up the car around 11:am I also was quoted that the car would be delivered on Tuesday October 04, Again my surprise when my son called me on Monday October 03, stating that he was driving in his car Matt had come a whole hours early And not only did he arrive a day earlier, but stuck to the quoted price that was owed him Did not ask for a penny more The car was delivered in good condition as it was when it left (it was a brand new car) with no dents, scrapes or broken windshield Other than a good car wash (from the drive) the car is in excellent conditionIn closing I would like to thank Montway Auto Transport and driver Matt for keeping your word and the excellent job you did through the whole process I was extremely nervous on shipping the car, but you guys made me feel at ease and delivered what you stated I would highly recommend you to anyone looking to transport their cars
I have used Montway for the past years moving cars all across the countryI have not had any issues with them and their prices are always competitiveWould not hesitate to recommend them
Montway's Policy regarding personal items is: "Luggage and personal property must be confined to one suitcase OR one bag in the trunk only, with no heavy articles, and is not to exceed lbs." In this
particular instance, as a courtesy to the customer, the Montway Agent that booked the customer's order waived the additional surcharge for additional personal items being shipped inside of the customer's vehicle during transitMontway Auto Transport is an automobile transport company, and allowing a customer to include personal items inside of the vehicle that is being shipped is a courtesy, not an obligationThe Safety Manager performed a full audit, including listening to all phone conversations for this order, and discovered that there was no or misleading information given to the customer by the Booking Agent at any time during the booking processMontway has already extended a Goodwill Offer to the customer, to refund the entire amount collected by Montway in connection with orderMontway served as the broker in this transactionThe broker fee collected by Montway in connection with this order is $The remaining $was paid to the Transporting Carrier, Four Brothers Transport Inc., on the customer's behalf, upon completing successful delivery of the customer's vehicle to the pre-designated delivery destinationBeing that the carrier's services were rendered upon delivery of the vehicle to the customer, payment of freight bills cannot be withheld or retracted from the carrier, per ICC regulationsPer Montways Terms and Conditions, Claims/Complaints and payment of freight charges are two entirely different transactionsWe always advise our customers to pay attention to all of the details in the Terms and Conditions, in any type of contract or order in which they choose to engageAs part of accepting our service, we do expect that our terms and conditions are understood, and that both the customer, as well as Montway, are appropriately held accountable to our terms and conditions As previously indicated, the most Montway can offer the customer is the total amount of funds Montway collected in the transaction, in the amount of $If the customer prefers not to accept our offer, we will respect that decision. If that is something the customer is interested in, he is encouraged to please contact us so we can send him the release form
I was very pleased with the drivers and equipment used to transport the vehiclesVehicle delivered on time with no damageMy only issue is I wasn't told in advance that the truck couldn't come into my neighborhood because of its sizeHe had to park a mile from my houseThe problem was I had no one to follow me to the truck and bring me homeLucky my neighbor was homeI warned my son about this so he had no trouble with the delivery
Initial Business Response /* (1000, 5, 2014/12/30) */
Montway sincerely apologizes for the inconvenience with your shipmentThis kind of behavior from a carrier is unacceptable and will not be toleratedWe have implemented all of our business sanctions against the carrier, including
banning them from future business with Montway and rating them negatively on the *** *** *** *** for all other companies to see
We are sorry this happen and the carrier is permanently banned to ensure this does not happen again
Montway has reached out to the customer to address the situation directly and offer compensation for his total inconvenience but the customer has yet to reply to any of our communicationsPlease note our offer to make things right still stand, please contact our office to resolve this matter fully
Thank you for your time and bringing this to our attention
Initial Consumer Rebuttal /* (3000, 7, 2014/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted by Montway Auto Transport with reference to a full refundAlthough there was a stipulation to a full refund! I would not be granted a full refund of $unless I removed the reviews that I placed on Revdex.com, *** *** *** and *** This is completely Un-ethicalThey have admitted they provided poor customer service and planned on re training the employees that were in questionI will not be strong armed into removing a truthful review of Montway, again this is absolutely and completely un-ethical! BELOW IS THE ATTACHED EMAIL THAT WAS SENT TO ME: (if you would like a forwarded copy as proof, I can do that)
Dear ***,
I came across your review for Montway on *** *** *** *** and Revdex.com.org and I want to sincerely apologize for all the inconvenience caused to you during the transport arrangements and that we were not able to ship your vehicle
Please know that we are a dispatch/broker service that does everything possible to locate a transport trucker as quickly as possible and to accommodate each customer restrictions as much as possibleWe were able to secure a trucker, *** Transportation Services Inc, for your shipmentDispatched on 12/13/14, pickup scheduled 12/15/and delivery within daysMeaning we did render service to youHowever as a fully hands on broker our support does not end at dispatchWe have a well equipped support department who's responsible to assist every customer until safe delivery of their vehicle(s)The support department is open days a week and is available via email, telephone and livechat
We value our customers and were sad to have loss your business due to the carrier, *** Transportation Service Inc, unprofessional behavior and agents who were deemed unhelpful to your caseSince this incident we have implemented all business sanctions against *** Transportation Service Inc including banning them from future business with Montway and rating them negatively on the *** *** *** *** for all other companies to seeIn addition to completing a full audit of your order the quality assurance manger has issued reports and sentenced responsible agents to retrainingIn the event those agents are reported a second time further disciplinary action will be taken
We care about our customers and do our absolute best to ensure each customer is given the proper care and attention to their shipmentWhen we fail in one way or another we step up and try to make things right for our customerWith customer satisfaction in mind, Montway would like to apologize and refund you $Considering your current circumstances, we feel you deserve those funds back as a compensation for your inconveniencesWe give up our profit in order to keep our customers happy
Please let me know if you'd be interested in accepting our compensation offer so I can send you the correct form to complete for the $refund *** Refund Authorization/Bonus Compensation Form)After you submit it, $will be returned to you
Please understand this document in NO WAY includes *** Transportation Services Inctherefore is not in conflict with any complaints you may have against *** Transportation Services Inc, as clearly stated in the final sentence of the document
In conjunction with the compensation agreement we would like to consider your complaint listed in the online reviews as fully resolved and thus we would require for you to remove the negative review you left for Montway on *** *** *** as well as close the complaint on Revdex.com.org as resolved satisfactoryWe kindly ask you to also remove any other negative reviews online
If you wish to accept our sincere apology as a broker to this transaction and accept our compensation offer please let me know as soon as possible so I can arrange the *** form for youIf you have any questions, please let me know so I can assist you
Thank you for your kind consideration and for giving us a chance to make things right for you!
*** ** Claims Department, Account Executive
Tel: (XXX) XXX-XXXX
http://www.montway.com
Initial Business Response /* (1000, 5, 2014/09/12) */
On August 14, the customer contacted our office for a shipping quote, which we providedThis order was dispatched the very same day with a pickup date set for August 15thWhen our truck arrived as planned we were required to provide a gate
pass to pickup the vehicle not to mention the car keys were not available, the customer never advised these restrictions before hand which left us unprepared for loadingWe immediately contacted the customer and the pickup contactMontway exhausted all forms of communication to reach the customer: multiple emails and excessive voice mails all deemed to be unsuccessful for days
On August 21st the customer finally contacted our office after failed attempts to reach himWe were then provided with a gate pass and assurance that car keys were now availableWe informed the customer that another carrier had to be assigned, since the first one waited around the area for days trying to pickup his car, and unfortunately was not able to wait around any longer since he delayed other deliveries on his trailerWe were extremely apologetic and did our very best to assign another trucker as quickly as possible, so the customer would not have to wait for pickupA second trucker was dispatched the very same day with a pickup date set for August 22nd
When the second truck arrived for pickup the gate pass provided by the customer did not workMontway made contact with the customer via email and phone in attempt to receive a successful gate passSince the trucker was already at the location for loading we advised the customer to contact the auction and to just provide the gate pass to the truckerdays later the trucker informed us they are still waiting to pickup the car, as the customer never called to provide the gate passAfter calling the customer repeatedly we were provided with another gate passThe trucker started to load the vehicle on his trailer but was unsuccessful because the car would not startWhen a customer calls for a quote we ask for the condition of the vehicle: is it running or non running, if non running does the vehicle roll, brake and steerWe ask this information to ensure we send a properly equipped truck, before attempting to load this vehicle we were never made aware its non running conditionWe spoke to the customer about the vehicle condition and asked for him to provide additional information: does the car roll, break and steerThe customer informed us he would call back with that informationAs a courtesy we offered to place the order on hold until we hear back from him, customer agreedResulting in yet again another trucker assigned waited days to pickup this car delaying other deliveries on his trailer
We did not hear from the customer again until September 2nd, which was days after the order was placed on holdWhen the customer called he requested to cancel
As stated in our terms and conditions, which is listed on our website, we we require all forms of cancellation to be made in writing and once a trucker has been assigned there is a cancellation penaltyThe partial payment is then considered non refundableOnce the customer called to cancel he was referred to our terms and conditions: advised to send a cancellation email and furthermore was advised that his partial payment was non refundable
In this case we did twice the work: assigned two carriers, both of which were unable to pick up the car due to improper pickup information and the shipment being misrepresentedI do apologize for any inconvenience this may have caused the customer, but Montway did provide the contracted service, assigning two truckers to pickup this vehicleTherefore the partial payment remains non refundable
PerfectThe car dealer had to postpone shipment times due to their error, yet Montway stayed completely on top Because of the car dealer situation, I had to speak to Montway personnel about four times and in each case, the Montway employee knew my specifics and took care of the changes, fast and efficient, without hassle or complaint When the dealer finally made the car available, Montway picked it up immediately and delivered it across country amazingly fast at a great price I highly recommend Montway
I recently contracted with Montway Auto Transport to ship a Mini Cooper from South Dakota to Mesa, ArizonaEvery step of the process was very simple, easy, and efficient Both ends of the transport - there to here- were kept well informed of time, place, and processI highly recommend Montway to anyone wanting a quick, reasonable, and easy way to ship a car
While the truck dispatch company was not great (car was fine, but they never answered their phone and only gave minutes warning before pickup), montway was very professional and handled the shipment quickly
At this time we have reached out to the customer and have received the document requested in regards to his concerns and will be working with him to resolve the matter.
0px;">
I am Happy with the kind of service and attention I got.They exceed my expectations.The commitment they made for delivery of my car in 2-days was sincerely fulfilled.I would for sure recommend their service to my family and friends and those who want to transport their vehicle with complete peace of mind
Kudos to their team!!
Initial Business Response /* (1000, 5, 2015/08/18) */
Contact Name and Title: Montway claims department
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@montway.com
We are very sorry for the inconveniences caused to the customerCustomer satisfaction is very important to us and we go
above and beyond to provide our customers with great care and supportWe are in communication with the carrier responsible for the issues and are negotiating with them for a resolutionWe understand the customer's frustration but we require the customers be aware of our terms and conditions when placing the orderMontway stands by its services and will go above and beyond to assist customers with any issuesOur terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafterNothing within our process is hidden, that is how we demonstrate integrityPlease note that all service dates in the auto transport industry are only estimated, and the auto transport industry is much different than the package delivery industry due to different factors: 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, etcThus the provided estimated dates could vary by day or twoWe understand that this could be causing inconvenience for you and we sincerely apologize, as we try to make sure the transit is as smooth as possible
Guaranteed service dates cost $500-more, paid directly to the driver to make sure he rearranges his schedule in a way that he is 100% certain he can make it to the given location on the given date
The vehicles have been delivered safely and in good conditionThrough mediation with the carrier we have already offered a resolution and compensation to the customer
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm satisfied with the settlement but not the responseThe wording above implies that the reason for the delays was due to traffic, mechanical, etcIn the end, it may not be Montway's fault that the carrier they selected failed to communicate the location of the carsI just feel like better controls have to be implemented so that the exact location of a customers auto's is known at all timesIf someone had just old me they were sitting in a parking lot in the Northeast and they weren't able to locate a truck to drive my cars down to *** I would've still been upset, but at least I would have known the location of my carsEither way, the case is closedI have accepted settlement and will not pursue further action against the company provided I receive the agreed settlement amount
Complaint: ***
I am rejecting this response because:
Montway contracted with me to ship my car from Scottsdale, AZ to Cleveland, TN door to door at the cost of $I paid them $They did not ship my carThey would not give me a shipping dateThey refused to send a company (Not Brokered) Montway Auto transport Truck to transport my carThe only solution they offered was to ship at an additional cost to me of $They gave me a price and tried to broker out this job at a price they refused to do it at themselvesNow they have cancelled my orderI didn't ask to cancel this order, I asked for my car to be shipped at the price they quoted and in the time frame or close to what they advertise on their web siteWhen they cancelled my order their excuse was summer time is the busiest time of year, a shortage of trucksIf you read other responses to complaints, the holidays are the hardest time to ship because of weather and shortage of vehiclesExcuses so convenient for every time of yearThey falsely quote prices and do not deliver on the services they promiseI would prefer to ship my car with the carrier of my choice and have Montway Auto Transport pay the costs to transport over and above $OR have Montway book and ship my car in an expedient mannerIf the cost of transport exceeds $then Montway should absorb that costThey know they cannot deliver at the price they quoted but we had a contractI paid, they accepted paymentI want them to honor that contract.
Sincerely,
*** ***
Great serviceI have used Montway twice now and both times I've had a great experience! They are very knowledgeable, friendly, and very easy to work withI knew where my vehicle was every step of the wayWill be using them again
Just had a car sent from MN to WAMontway were helpful and friendly, and I would use them again Dale *** (Vancouver, Canada)
Initial Business Response /* (1000, 5, 2015/07/24) */
Montway stands by its services and will go above and beyond to assist customers with any issuesOur terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all
communications thereafterNothing within our process is hidden, that is how we demonstrate integrityWe do not provide a day windowWe estimate assigning a carrier within to business daysEven though our estimations are highly accurate, just over 95%, we still inform customers we can only provide estimated datesWe want our customers to be clear on these terms so they can make any necessary personal arrangements.We estimate the dates for multiple reasons, reasons which impacts the entire transport industryTraffic 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 anticipatedWe understand this is potentially inconvenient for customers, so we combat that with information and keeping customers informed by providing updates via phone and emailIt is not our intent to inconvenience our customers; our goal is to find our customers a transport solution
This is why we go above and beyond to help customers understand the terms and conditions that come along with our services
Issue has been resolved with the customer
I am an existing customerI have use Montway over times within years nowAnd I must say the service I have Continuously got from using Montway transport has been very promising and well worth the dollar spent
Great company, used them multiple times! I also recommend them to everyone shipping a car!
First off, I chose Montaway because they were always prompt responding to me, I'm talking thirty minutes to an hour, even at a.mEast coast time!
My original pick up date was met, but the morning of my car ended up in the shop with no ETA so I had to cancelWhen it was time to reschedule, they weren't able to find one right away, but once they did they were quick to inform meLike, two people called me within minutes to tell me a driver had been found
I have to give it to the drivers, they dealt with my crazy ex and still brought me my car, and were very friendly the whole timeI appreciated having one of the driver's phone numbers (from when he called me) since they were driving from NY to CA
I think it was absolutely worth the $1,and would choose them again
I had to ship my son's new *** Accord to him from Illinois to Arizona I had researched several auto transport companies and found a lot of them had the same complaints ie: ) When the car reached it's destination the drivers would ask for more money than was quoted)Pick up or delivery times would not be honored from quoted times) Damage to car )4.Cars would not be picked up at all After researching I decided to use Montway Auto Transport I was quoted a price of $with $deposit and the remainder balance of $to be paid to the driver on delivery I was told that the car would be picked up on Wednesday September 28, between 1:00-3:p.m My surprise when I received a telephone call from Matt (the driver) who asked if he could pick the car of earlier, I was relieved because now I didn't have to leave work Matt picked up the car around 11:am I also was quoted that the car would be delivered on Tuesday October 04, Again my surprise when my son called me on Monday October 03, stating that he was driving in his car Matt had come a whole hours early And not only did he arrive a day earlier, but stuck to the quoted price that was owed him Did not ask for a penny more The car was delivered in good condition as it was when it left (it was a brand new car) with no dents, scrapes or broken windshield Other than a good car wash (from the drive) the car is in excellent conditionIn closing I would like to thank Montway Auto Transport and driver Matt for keeping your word and the excellent job you did through the whole process I was extremely nervous on shipping the car, but you guys made me feel at ease and delivered what you stated I would highly recommend you to anyone looking to transport their cars
I have used Montway for the past years moving cars all across the countryI have not had any issues with them and their prices are always competitiveWould not hesitate to recommend them
Montway's Policy regarding personal items is: "Luggage and personal property must be confined to one suitcase OR one bag in the trunk only, with no heavy articles, and is not to exceed lbs." In this
particular instance, as a courtesy to the customer, the Montway Agent that booked the customer's order waived the additional surcharge for additional personal items being shipped inside of the customer's vehicle during transitMontway Auto Transport is an automobile transport company, and allowing a customer to include personal items inside of the vehicle that is being shipped is a courtesy, not an obligationThe Safety Manager performed a full audit, including listening to all phone conversations for this order, and discovered that there was no or misleading information given to the customer by the Booking Agent at any time during the booking processMontway has already extended a Goodwill Offer to the customer, to refund the entire amount collected by Montway in connection with orderMontway served as the broker in this transactionThe broker fee collected by Montway in connection with this order is $The remaining $was paid to the Transporting Carrier, Four Brothers Transport Inc., on the customer's behalf, upon completing successful delivery of the customer's vehicle to the pre-designated delivery destinationBeing that the carrier's services were rendered upon delivery of the vehicle to the customer, payment of freight bills cannot be withheld or retracted from the carrier, per ICC regulationsPer Montways Terms and Conditions, Claims/Complaints and payment of freight charges are two entirely different transactionsWe always advise our customers to pay attention to all of the details in the Terms and Conditions, in any type of contract or order in which they choose to engageAs part of accepting our service, we do expect that our terms and conditions are understood, and that both the customer, as well as Montway, are appropriately held accountable to our terms and conditions As previously indicated, the most Montway can offer the customer is the total amount of funds Montway collected in the transaction, in the amount of $If the customer prefers not to accept our offer, we will respect that decision. If that is something the customer is interested in, he is encouraged to please contact us so we can send him the release form
I was very pleased with the drivers and equipment used to transport the vehiclesVehicle delivered on time with no damageMy only issue is I wasn't told in advance that the truck couldn't come into my neighborhood because of its sizeHe had to park a mile from my houseThe problem was I had no one to follow me to the truck and bring me homeLucky my neighbor was homeI warned my son about this so he had no trouble with the delivery
Initial Business Response /* (1000, 5, 2014/12/30) */
Montway sincerely apologizes for the inconvenience with your shipmentThis kind of behavior from a carrier is unacceptable and will not be toleratedWe have implemented all of our business sanctions against the carrier, including
banning them from future business with Montway and rating them negatively on the *** *** *** *** for all other companies to see
We are sorry this happen and the carrier is permanently banned to ensure this does not happen again
Montway has reached out to the customer to address the situation directly and offer compensation for his total inconvenience but the customer has yet to reply to any of our communicationsPlease note our offer to make things right still stand, please contact our office to resolve this matter fully
Thank you for your time and bringing this to our attention
Initial Consumer Rebuttal /* (3000, 7, 2014/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted by Montway Auto Transport with reference to a full refundAlthough there was a stipulation to a full refund! I would not be granted a full refund of $unless I removed the reviews that I placed on Revdex.com, *** *** *** and *** This is completely Un-ethicalThey have admitted they provided poor customer service and planned on re training the employees that were in questionI will not be strong armed into removing a truthful review of Montway, again this is absolutely and completely un-ethical! BELOW IS THE ATTACHED EMAIL THAT WAS SENT TO ME: (if you would like a forwarded copy as proof, I can do that)
Dear ***,
I came across your review for Montway on *** *** *** *** and Revdex.com.org and I want to sincerely apologize for all the inconvenience caused to you during the transport arrangements and that we were not able to ship your vehicle
Please know that we are a dispatch/broker service that does everything possible to locate a transport trucker as quickly as possible and to accommodate each customer restrictions as much as possibleWe were able to secure a trucker, *** Transportation Services Inc, for your shipmentDispatched on 12/13/14, pickup scheduled 12/15/and delivery within daysMeaning we did render service to youHowever as a fully hands on broker our support does not end at dispatchWe have a well equipped support department who's responsible to assist every customer until safe delivery of their vehicle(s)The support department is open days a week and is available via email, telephone and livechat
We value our customers and were sad to have loss your business due to the carrier, *** Transportation Service Inc, unprofessional behavior and agents who were deemed unhelpful to your caseSince this incident we have implemented all business sanctions against *** Transportation Service Inc including banning them from future business with Montway and rating them negatively on the *** *** *** *** for all other companies to seeIn addition to completing a full audit of your order the quality assurance manger has issued reports and sentenced responsible agents to retrainingIn the event those agents are reported a second time further disciplinary action will be taken
We care about our customers and do our absolute best to ensure each customer is given the proper care and attention to their shipmentWhen we fail in one way or another we step up and try to make things right for our customerWith customer satisfaction in mind, Montway would like to apologize and refund you $Considering your current circumstances, we feel you deserve those funds back as a compensation for your inconveniencesWe give up our profit in order to keep our customers happy
Please let me know if you'd be interested in accepting our compensation offer so I can send you the correct form to complete for the $refund *** Refund Authorization/Bonus Compensation Form)After you submit it, $will be returned to you
Please understand this document in NO WAY includes *** Transportation Services Inctherefore is not in conflict with any complaints you may have against *** Transportation Services Inc, as clearly stated in the final sentence of the document
In conjunction with the compensation agreement we would like to consider your complaint listed in the online reviews as fully resolved and thus we would require for you to remove the negative review you left for Montway on *** *** *** as well as close the complaint on Revdex.com.org as resolved satisfactoryWe kindly ask you to also remove any other negative reviews online
If you wish to accept our sincere apology as a broker to this transaction and accept our compensation offer please let me know as soon as possible so I can arrange the *** form for youIf you have any questions, please let me know so I can assist you
Thank you for your kind consideration and for giving us a chance to make things right for you!
*** ** Claims Department, Account Executive
Tel: (XXX) XXX-XXXX
http://www.montway.com
Excellent service
Initial Business Response /* (1000, 5, 2014/09/12) */
On August 14, the customer contacted our office for a shipping quote, which we providedThis order was dispatched the very same day with a pickup date set for August 15thWhen our truck arrived as planned we were required to provide a gate
pass to pickup the vehicle not to mention the car keys were not available, the customer never advised these restrictions before hand which left us unprepared for loadingWe immediately contacted the customer and the pickup contactMontway exhausted all forms of communication to reach the customer: multiple emails and excessive voice mails all deemed to be unsuccessful for days
On August 21st the customer finally contacted our office after failed attempts to reach himWe were then provided with a gate pass and assurance that car keys were now availableWe informed the customer that another carrier had to be assigned, since the first one waited around the area for days trying to pickup his car, and unfortunately was not able to wait around any longer since he delayed other deliveries on his trailerWe were extremely apologetic and did our very best to assign another trucker as quickly as possible, so the customer would not have to wait for pickupA second trucker was dispatched the very same day with a pickup date set for August 22nd
When the second truck arrived for pickup the gate pass provided by the customer did not workMontway made contact with the customer via email and phone in attempt to receive a successful gate passSince the trucker was already at the location for loading we advised the customer to contact the auction and to just provide the gate pass to the truckerdays later the trucker informed us they are still waiting to pickup the car, as the customer never called to provide the gate passAfter calling the customer repeatedly we were provided with another gate passThe trucker started to load the vehicle on his trailer but was unsuccessful because the car would not startWhen a customer calls for a quote we ask for the condition of the vehicle: is it running or non running, if non running does the vehicle roll, brake and steerWe ask this information to ensure we send a properly equipped truck, before attempting to load this vehicle we were never made aware its non running conditionWe spoke to the customer about the vehicle condition and asked for him to provide additional information: does the car roll, break and steerThe customer informed us he would call back with that informationAs a courtesy we offered to place the order on hold until we hear back from him, customer agreedResulting in yet again another trucker assigned waited days to pickup this car delaying other deliveries on his trailer
We did not hear from the customer again until September 2nd, which was days after the order was placed on holdWhen the customer called he requested to cancel
As stated in our terms and conditions, which is listed on our website, we we require all forms of cancellation to be made in writing and once a trucker has been assigned there is a cancellation penaltyThe partial payment is then considered non refundableOnce the customer called to cancel he was referred to our terms and conditions: advised to send a cancellation email and furthermore was advised that his partial payment was non refundable
In this case we did twice the work: assigned two carriers, both of which were unable to pick up the car due to improper pickup information and the shipment being misrepresentedI do apologize for any inconvenience this may have caused the customer, but Montway did provide the contracted service, assigning two truckers to pickup this vehicleTherefore the partial payment remains non refundable
PerfectThe car dealer had to postpone shipment times due to their error, yet Montway stayed completely on top Because of the car dealer situation, I had to speak to Montway personnel about four times and in each case, the Montway employee knew my specifics and took care of the changes, fast and efficient, without hassle or complaint When the dealer finally made the car available, Montway picked it up immediately and delivered it across country amazingly fast at a great price I highly recommend Montway
I recently contracted with Montway Auto Transport to ship a Mini Cooper from South Dakota to Mesa, ArizonaEvery step of the process was very simple, easy, and efficient Both ends of the transport - there to here- were kept well informed of time, place, and processI highly recommend Montway to anyone wanting a quick, reasonable, and easy way to ship a car
While the truck dispatch company was not great (car was fine, but they never answered their phone and only gave minutes warning before pickup), montway was very professional and handled the shipment quickly
At this time we have reached out to the customer and have received the document requested in regards to his concerns and will be working with him to resolve the matter.
0px;">