FAD (First Available Date) was 3/21/Pick up was on 3/22/2016- Which is within our estimated days of FADVehicle traveling 2,miles averages to days for deliveryDelivery attempt was made on 3/28/2016, which is the days and within the estimated windowCustomer was unresponsive
to both the driver and Montway customer support, not answering phone calls or emails for several hoursCalls and emails were sent on 3/29/2016,3/30/2016,3/31/2016,4/1/2016,4/2/2016,4/3/On 4/3/carrier was forced to place vehicles in storageThis is well within the legal right of the trucker as he has legal obligations to continue his route to ensure that other vehicles on his trailer are properly delivered to their ownersCustomer did not return our calls until 4/4/to which we facilitated a way call with the truckerThe customer was informed that the vehicles had to be put in storage due to his unresponsivenessDelivery was further prolonged by the refusal to provide the trucker payment for the transportOnce payment was received, the vehicles were in the possession of the customer delivered immediately the same dayWe sincerely apologize for any inconveniencesEvery attempt to get a hold of the customer to deliver the vehicles days after pickup and to avoid placing vehicles in storage, was madeTruckers unfortunately simply do not have the luxury to await customers for weeks. Thank you for your feedback
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.
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Initial Business Response /* (1000, 6, 2014/06/12) */
Montway sincerely apologizes for your dissatisfaction and for any inconveniences
The customer's complaint was acknowledged and an alternate tow was arranged to honor the June pickup dateThe customer declined and chose to
cancel their order
The agents handling the order were appropriately disciplined
Thank you for your time and again we are very sorry for your inconveniences
Initial Consumer Rebuttal /* (3000, 8, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"An alternate tow" offered by Montway was rejected because it still did not solve the problem: assignment of drive and the vehicle pickup date and timeMontway could not provide us the names, addresses, and phone numbers of the "reliable" tow company and storage place in *** *** (The company admitted that *** has never been on their routes.) The company was unable to tell us the duration of the car storage because they didn't know when the drive would pick up the carMontway still was unable to resolve a debacle it created: assign a driver, and the vehicle pickup date and time, in a timely manner
I accept Montway's response because the company admitted guilt for the irresponsible and unreliable services they provided usHowever, "the alternate tow" continues an unsolved and somewhat complex problem that continues to plague Montway: assign a date/time for vehicle pickup and a driver in a timely mannerEven if it's a regional city, a city that's not on their route...does Montway have the creativity to devise/think out of their box/comfort zone
Final Business Response /* (4000, 10, 2014/06/20) */
We transport over 5,vehicles per month and understand and know the industry very well
We explored all options to satisfy the customer's request
We are very sorry we were unable to come to an agreement and regretful to have lost the business
Thank you for your time
amazing company! I can't recommend them enough! I moved from san diego to eureka ca which is not an easy move and other companies told me it was impossible but montaway was friendly efficient and a great price! I will use them forever!
Montway was greatThey were reasonably priced, on time and the car arrived after a mile trip with no damageMontway and their driver stayed in touch at all times so that we knew exactly where the car was and when it would arrive at our destination
Well done!!!!!!
I just transported my car for the very first time, from Las Vegas to the Washington DC areaNot going to lie, I was nervous as a wet cat about the whole thingI hated doing itMontway was flawless up until the very end, when they did not notify me that my car had arrived at its destination (I did not choose door-to-door transport due to logistical issues from my end)I had to call twice to find out whether my car was in the storage yard, but that is a very minor annoyance in the scheme of thingsI will use Montway again and recommend to othersThank you
Another great experience with MontwayI received a quote Saturday night, seemed a great price, so booked it
Sunday a rep called me to confirm the bookingMonday morning the truck arrived in Virginia to collect my non running vehicleOn Tuesday afternoon the car arrived at my Massachusetts residence
The driver was awesome, friendly, just a nice guy
This was my second time using MontwayI'll use them again
This went so smoothly! It was my first time shipping a car and from the salesman to the driver, there was a level of professionalism that others should repeatMy car arrived undamaged and a day early!! The driver was in contact with me to alleviate all my concernsA++++ shipping business and I will use againHighly recommend!
Initial Business Response /* (1000, 5, 2014/03/03) */
Contact Name and Title: *** *** General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@montway.com
Montway sincerely apologizes for the customer's experience, however no supporting documentation showing the damage occurred
during transport has been providedTherefore we are very sorry but we cannot accept this claim of alleged damages
Paragraph of our Terms and Conditions on the Uniform Straight Bill of Lading, signed by the customer on the pickup and delivery: "Exceptions for damages must be noted on the Bill of Lading at the time of deliveryClaims for damages not documented on the Bill of Lading will not be honored."
In the signature field in front of the document, just under the "Exception" field is also explains: " The customer/Consignee hereby acknowledges and represents that he/she has received this Vehicle in the same condition as it had been delivered to the Transporter except as noted above and hereby releases the Broker and Transporter from any claims for damage to the VehicleWill not honor claims made after delivery signature."
We performed a more in depth investigation and learned that the vehicle was transported on the top thus eliminating the possibility of damage from the rampsThe vehicle was also inspected by two persons on delivery and no issues or damages were reported to the driver
We sympathize with the customer however we cannot process a damage claim without supporting documentation
Best Regards,
Montway Claims Department
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is beyond disappointing that this company has not reached out nor made any effort to resolve this matter other than to say that they will do NOTHING about this matter
It is clear at this point they are glad my aunt didn't catch the damage the night they came to deliver the carThey were hoping for the technicality to avoid having to pay any repairs on the car for the damage caused by the car shipment
I want to say that since the owner of this company has made it very clear that they won't do anything and the Revdex.com will not do anything as well that I hope others will know that this company would careless about the job they do and just take the money and go
I didn't ask for more than an offer to assist in the repair of the carI recognize that it was my aunts fault for not seeing the damage on Sunday night when it was delivered but at the same token we reported the damage and provided pictures immediately in the morning when she was able to inspect the car betterThe whole point is don't deliver the cars after dark if you won't acknowledge that my aunt was unable to see the damage and now she has to pay out of her own pocket for shipping the car as well as repairing it
Final Business Response /* (4000, 9, 2014/03/20) */
In good faith, Montway has exhausted every effort to resolve this situation as we have done our best to accommodate the customer's specific requests
At the customer's request, a personal written apology from our Operations Manager was provided
At the customer's request, we made a reasonable monetary offer of compensation despite the fact that no legal supporting documentation was provided
Delivery of the vehicle could have been refused if the time of day was inconvenient
Again, we sincerely apologize for the customer's inconvenienceWe remain available if the customer is interested in discussing the matter further
Final Consumer Response /* (4200, 11, 2014/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, I would like to close this matterThe company has felt that they have "exhausted" all efforts in resolving this matter but sadly when they called me regarding the issue and offered me $to go away and also take my reviews down or they will pursue legal actionThey have no concern nor understanding of customer care or serviceI spoke to a rude women name Iren who indicated to me she wanted to know exactly what I wantI had to explain how rude and poorly the matter has been handled by their company thus farShe claims that the Revdex.com is useless and wanted me to watch some video to establish that it does not matterSo if it does not matter that much why be a member and why even bother going through this processThey are a bunch of crooks who care nothing about their customers at all
They came to me explaining that there is no way their driver could damage the car in that location but absolutely being that the car was on the very top that it could have been hit by trees etcFor them to come back and tell me that their driver said he didn't do it means that he didn't do it
They also wrote an email to let me know that they will only offer $as a courtesy and not an admittance to them damaging anythingThey than proceeded to explain that I need to take my reviews off the internetFunny how I wrote the reviews and than they contacted me immediately about the $But through the Revdex.com I have filed weeks ago they did nothing and said they were standing firm that their driver did nothing and that they will pay nothing and all this crap about "legally" they don't have to do anything
True legally they don't have to do anything because it was my mistake that I accepted delivery so late at night and my fault that we didn't inspect the vehicle better to have found the damage that night but overall my discontent comes from their choice of how to handle the whole situation and how they pursued resolving this situation which was not at all until I wrote more reviews online regarding their services
Yes they had the manager email an apology to me but only because I asked if it was right that he speaks to customers that way and that he was wrong to have approached the situation in the manner he didTherefore the apology was not something he felt bad about and wanted to writeIt was something he was made to write only because they want me to take my reviews off
I have explained they should keep their pity money of $as I am not going to brought by that moneyPeople should know how they treat customers
Very pleasant and helpful on phone Some problem with days of probable delivery Was told 8-days and turned out to be days I was not prepared for delivery in such a short time ,my money had not arrived from California ! With the help of a very kind lady and my daughter we were able to work it out I was not moved into the apt at that early date but in another city , it was finally worked at so it could be delivered Driver very niceStaff was excellent in handling my problem
Initial Business Response /* (1000, 5, 2014/06/12) */
All transport dates are estimationsWe do our best to accommodate customer's requests for specific dates, and at no point in time did we guarantee pickup or delivery datesThe reasoning behind estimated dates are factors which impact
the entire transport industryBecause truck schedules are aggressively ever-changing, estimated dates keep prices affordableGuaranteed dates near doubles the cost of most transportsAnother major key reason is because no company in the transport industry can predict problems that may occur when driving across country such as traffic, accidents, weather, road blockages, delays with other deliveries, etc
Our estimated date policy is published on our website, customers are informed throughout the process, and it is listed in the customer's contract terms and conditionsIt is also listed in every communication sent thereafter regarding any updates to the pickup or delivery dates
Truck prices are driven by trucker availability and pickup/delivery locations and routesMontway, nor any transport company can control such aspects of the marketplaceThe snowbird season is also upon us meaning there are more vehicles requiring transport than there are available truckers, thus increasing the competitive transport marketplaceAdditional trucker pay requests are relayed to customers to allow them the opportunity to evaluate the option when truckers are not willing to take the transport at the given priceThe customer was informed this is optional and at no time is a customer obligated to pay anything additionalPlease know that any additional trucker pay requests are just that, Montway does not collect that money, it all goes directly to the trucker to transport the customer's vehicleThe customer was informed that *** is very remote location out of the main route for most carriers which is why it took longer than our estimated to business days to arrange the transportWe did our very best to assist the customer as the truck we dispatched was an express carrier which made it cross country, miles, in days rather than 9-days
Montway sincerely apologized to the customer and is willing to compensation the customer with a restaurant gift certificate; however customer has requested no further communication unless compensation is monetary
Care was taken with my Collector Car transport Everything was done right Price was fair, but my primary concern was the safe transport of an open top roadster
I initially entered a business contract with Montway Auto Transport after selecting them to transport my recently purchased vehicle after a *** bidding transactionDuring the bidding process Montway asked several question and I answered all of them to their satisfactionAfter the auction ended and I selected Montway, I was called several times but was unavailable at the time of their calls, I attempted to use their web chat feature however that was not workingAfter finally making contact I was asked for several pieces of additional information, including a POC for pickup and delivery locations (at this time I had not been provided with an estimated date or time for pickup or delivery)After explaining several times how it was unreasonable to want a guaranteed POC for unspecified dates, I gave them my number and the sellers number which they acceptedDuring the email communication I provided additional information on the size and weight of the vehicle in the form of a hyper link to the manufacturers original spec sheet and informed them that to the sellers and my own knowledge the vehicle was factory originalThe next day I called up and they were again asking for the dimensions of the vehicle before they could even attempt to find a "carrier" for the vehicleAfter again explaining all the information they needed was in the email chain they said they would move the order out of "on hold"On a third check up I was again prompted for vehicle dimensions and this time a VIN numberI refused to provide a third party with a VIN number and for the third time explained all the dimensions were in the email chainThis time they ensured me that this was a clerical error that the order had already been moved to the in process queue and they were attempting to find a carrierDays after they took my order "off hold", and days after the auction ended I called *** and canceled my order due to not having a pickup dateAbout an hour after I canceled the order through ***, Montway YET AGAIN, called me asking me for specifications of the vehicle, specifically the weight of the vehicle this timeI informed them I did not wish to contain with the order and that *** had already canceled my order, they proceeded to tell me that they had a carrier and all they needed was the vehicle weight (which was provided in the form of a hyperlink to the manufacturer spec sheet)In my opinion, Montway essentially takes your information and places your requirements out to a "network of truckers" who then presumably bid on the job, if the bid is within the price margin Montway can profit from they accept the bidEither that or they take the quote they give you, take off what ever they need the profit margin to be, and put the job out to their "network of truckers" who then can decide whether it's cost effective or notTheir customer service is crap, I spent 15-minutes on hold every time I called them, and their representatives would attempt to explain to me how every trucker has the ability to decide what he puts on his truck, and they no trucker anywhere in the US operates on a predetermined route/load planThey request that customers give them at least 1-days for a scheduled pickup date (with no guarantees), however even after days (7x longer than the minimum day), I still had no contact from themI believe their business practices are extremely deceptive and con-likeThey offer little to no alternate means of interaction as not all of their CSR's have access to email, and the chat function on their website is not functioning correctlyDue to Montways' poor planning and business model I have had reenter negotiations with seller as to the sale and pickup of the vehicle
Hello, We received a report of an issue on 09/23/which prompted us to reach out to the customer with very specific instructions as to how to proceedThe description of the issue that you provided to us was that there was a loud noise coming from underneath the vehicle while it is
runningWe requested documentation in the form of a diagnostics report in order to determine what the issue was as well as photos and bills of ladingThe customer provided the bill of lading to us the same day as delivery which was 09/23/and the diagnostics report on 09/26/We also requested photos of the issue in which the customer did not provideInstead, the customer provided a video of the vehicle which showed a loose heat shield, which is located on the undercarriage of the vehicleIn our initial response to the issue reported, we informed the customer of the following per line of our request for documentation: 7) Mechanical diagnostic/assessment report detailing exact issue and specific origin that caused the problem- As the damages you are claiming are not typical transport damage, a mechanical diagnostic assessment will be necessary to move forwardPlease allow me to elaborateThe vehicle's mechanical components are not part of the initial inspection of the vehicle, therefore are not aspects of the vehicle covered in transport cargo claimsBy law, drivers are only required to view, inspect and document on the visible outside portion of the vehicle, as they are not mechanics and are not authorized to make any mechanical assessmentsTheir responsibility is to load and unload the vehicle safely on and off the trailerTherefore any such claims would have to be proven to be attributed to driver negligence. Drivers do not have the capability or the licensing to inspect the mechanical components of the undercarriage thus; these types of issues are not covered by a carrier’s cargo insuranceAs stated, by law, drivers are only required to view, inspect, and document on the visible outside portion of the vehicle as they are not mechanics are not authorized to make any mechanical assessmentsWhen researching this issue online, this issue is attributed to wear and tear, especially for the make and model of your vehicle, a Toyota CorollaIn the video that the customer provided us, it clearly shows that the heat shield is installed above the exhaustThe claim according to the customer’s email (verbatim), “My car fell during the unloading process, or loading process.” If this were the case, there would be clear impact damage in and around the areas surrounding the heat shield such as the exhaustBeing that the heat shield is installed directly above the exhaust as it clearly shows in the customer’s video, there would be clear damage to the exhaust which would indicate impact damagePlease review the video link provided below which is of a Toyota Corolla heat shield in which the owner (not MrSmith) in the video experienced the same issue that the customer reportedhttps://www.***.com/watch?v=*** Heat shields become loose over the years due to wear and tearThis type of issue cannot be attributed to driver negligence as there is no evidence of other damage surrounding the heat shield thus, there are no grounds for a transport claim or reimbursement for the repairs that the customer initiated at his own willWe provided the customer with very specific instructions that were not adhered to in order for us to investigate the matter thoroughly and provide the customer with our determination before there were any out of pocket expenses on the customer’s behalfWe require two repair estimates that were never provided to us due to the fact that the customer initiated the repairs without our knowledgeWe require pictures of the alleged damage that were never provided to usThe only form of reference we have is a video of the undercarriage while at the repair shop the customer chose to go to on 09/26/three days after delivery was made on 09/23/With that being said, the customer was fully informed prior to transport as to what is covered and not covered under a carrier’s cargoWe have found no grounds for a transport claim as the area of the vehicle in question is not part of the initial inspection nor is it covered by cargo insurance By law, drivers are only required to view, inspect, and document on the visible outside portion of the vehicle, as they are not mechanics and are not authorized to make any mechanical and undercarriage assessmentsTheir responsibility is to load and unload the vehicle safely on and off the trailerAlso, with no signs of impact related damage, we cannot attribute this issue to driver negligence nor can drivers be held responsible for wear and tear related issuesWe truly apologize for any and all inconveniences the Mr*** has experienced however, the customer’s issue cannot be attributed to driver negligence as he is statingRegards,
FAD (First Available Date) was 3/21/Pick up was on 3/22/2016- Which is within our estimated days of FADVehicle traveling 2,miles averages to days for deliveryDelivery attempt was made on 3/28/2016, which is the days and within the estimated windowCustomer was unresponsive
to both the driver and Montway customer support, not answering phone calls or emails for several hoursCalls and emails were sent on 3/29/2016,3/30/2016,3/31/2016,4/1/2016,4/2/2016,4/3/On 4/3/carrier was forced to place vehicles in storageThis is well within the legal right of the trucker as he has legal obligations to continue his route to ensure that other vehicles on his trailer are properly delivered to their ownersCustomer did not return our calls until 4/4/to which we facilitated a way call with the truckerThe customer was informed that the vehicles had to be put in storage due to his unresponsivenessDelivery was further prolonged by the refusal to provide the trucker payment for the transportOnce payment was received, the vehicles were in the possession of the customer delivered immediately the same dayWe sincerely apologize for any inconveniencesEvery attempt to get a hold of the customer to deliver the vehicles days after pickup and to avoid placing vehicles in storage, was madeTruckers unfortunately simply do not have the luxury to await customers for weeks. Thank you for your feedback
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.
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The driver was very nice and customer service was friendly and helpfulI was very happy with the whole move
Initial Business Response /* (1000, 6, 2014/06/12) */
Montway sincerely apologizes for your dissatisfaction and for any inconveniences
The customer's complaint was acknowledged and an alternate tow was arranged to honor the June pickup dateThe customer declined and chose to
cancel their order
The agents handling the order were appropriately disciplined
Thank you for your time and again we are very sorry for your inconveniences
Initial Consumer Rebuttal /* (3000, 8, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"An alternate tow" offered by Montway was rejected because it still did not solve the problem: assignment of drive and the vehicle pickup date and timeMontway could not provide us the names, addresses, and phone numbers of the "reliable" tow company and storage place in *** *** (The company admitted that *** has never been on their routes.) The company was unable to tell us the duration of the car storage because they didn't know when the drive would pick up the carMontway still was unable to resolve a debacle it created: assign a driver, and the vehicle pickup date and time, in a timely manner
I accept Montway's response because the company admitted guilt for the irresponsible and unreliable services they provided usHowever, "the alternate tow" continues an unsolved and somewhat complex problem that continues to plague Montway: assign a date/time for vehicle pickup and a driver in a timely mannerEven if it's a regional city, a city that's not on their route...does Montway have the creativity to devise/think out of their box/comfort zone
Final Business Response /* (4000, 10, 2014/06/20) */
We transport over 5,vehicles per month and understand and know the industry very well
We explored all options to satisfy the customer's request
We are very sorry we were unable to come to an agreement and regretful to have lost the business
Thank you for your time
I had a great experience with Montway Auto Transport Very easy to communicate through e-mail
amazing company! I can't recommend them enough! I moved from san diego to eureka ca which is not an easy move and other companies told me it was impossible but montaway was friendly efficient and a great price! I will use them forever!
it was great my son got his car within or days will call montway auto tranport again thanks
Montway was greatThey were reasonably priced, on time and the car arrived after a mile trip with no damageMontway and their driver stayed in touch at all times so that we knew exactly where the car was and when it would arrive at our destination
Well done!!!!!!
I just transported my car for the very first time, from Las Vegas to the Washington DC areaNot going to lie, I was nervous as a wet cat about the whole thingI hated doing itMontway was flawless up until the very end, when they did not notify me that my car had arrived at its destination (I did not choose door-to-door transport due to logistical issues from my end)I had to call twice to find out whether my car was in the storage yard, but that is a very minor annoyance in the scheme of thingsI will use Montway again and recommend to othersThank you
Great customer service 3rd time using this month and will use again in the futureRecommend to anyone wanting to transport a vehicle
They did what they promise Thanks for transport my car
Another great experience with MontwayI received a quote Saturday night, seemed a great price, so booked it
Sunday a rep called me to confirm the bookingMonday morning the truck arrived in Virginia to collect my non running vehicleOn Tuesday afternoon the car arrived at my Massachusetts residence
The driver was awesome, friendly, just a nice guy
This was my second time using MontwayI'll use them again
This went so smoothly! It was my first time shipping a car and from the salesman to the driver, there was a level of professionalism that others should repeatMy car arrived undamaged and a day early!! The driver was in contact with me to alleviate all my concernsA++++ shipping business and I will use againHighly recommend!
Initial Business Response /* (1000, 5, 2014/03/03) */
Contact Name and Title: *** *** General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@montway.com
Montway sincerely apologizes for the customer's experience, however no supporting documentation showing the damage occurred
during transport has been providedTherefore we are very sorry but we cannot accept this claim of alleged damages
Paragraph of our Terms and Conditions on the Uniform Straight Bill of Lading, signed by the customer on the pickup and delivery: "Exceptions for damages must be noted on the Bill of Lading at the time of deliveryClaims for damages not documented on the Bill of Lading will not be honored."
In the signature field in front of the document, just under the "Exception" field is also explains: " The customer/Consignee hereby acknowledges and represents that he/she has received this Vehicle in the same condition as it had been delivered to the Transporter except as noted above and hereby releases the Broker and Transporter from any claims for damage to the VehicleWill not honor claims made after delivery signature."
We performed a more in depth investigation and learned that the vehicle was transported on the top thus eliminating the possibility of damage from the rampsThe vehicle was also inspected by two persons on delivery and no issues or damages were reported to the driver
We sympathize with the customer however we cannot process a damage claim without supporting documentation
Best Regards,
Montway Claims Department
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is beyond disappointing that this company has not reached out nor made any effort to resolve this matter other than to say that they will do NOTHING about this matter
It is clear at this point they are glad my aunt didn't catch the damage the night they came to deliver the carThey were hoping for the technicality to avoid having to pay any repairs on the car for the damage caused by the car shipment
I want to say that since the owner of this company has made it very clear that they won't do anything and the Revdex.com will not do anything as well that I hope others will know that this company would careless about the job they do and just take the money and go
I didn't ask for more than an offer to assist in the repair of the carI recognize that it was my aunts fault for not seeing the damage on Sunday night when it was delivered but at the same token we reported the damage and provided pictures immediately in the morning when she was able to inspect the car betterThe whole point is don't deliver the cars after dark if you won't acknowledge that my aunt was unable to see the damage and now she has to pay out of her own pocket for shipping the car as well as repairing it
Final Business Response /* (4000, 9, 2014/03/20) */
In good faith, Montway has exhausted every effort to resolve this situation as we have done our best to accommodate the customer's specific requests
At the customer's request, a personal written apology from our Operations Manager was provided
At the customer's request, we made a reasonable monetary offer of compensation despite the fact that no legal supporting documentation was provided
Delivery of the vehicle could have been refused if the time of day was inconvenient
Again, we sincerely apologize for the customer's inconvenienceWe remain available if the customer is interested in discussing the matter further
Final Consumer Response /* (4200, 11, 2014/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, I would like to close this matterThe company has felt that they have "exhausted" all efforts in resolving this matter but sadly when they called me regarding the issue and offered me $to go away and also take my reviews down or they will pursue legal actionThey have no concern nor understanding of customer care or serviceI spoke to a rude women name Iren who indicated to me she wanted to know exactly what I wantI had to explain how rude and poorly the matter has been handled by their company thus farShe claims that the Revdex.com is useless and wanted me to watch some video to establish that it does not matterSo if it does not matter that much why be a member and why even bother going through this processThey are a bunch of crooks who care nothing about their customers at all
They came to me explaining that there is no way their driver could damage the car in that location but absolutely being that the car was on the very top that it could have been hit by trees etcFor them to come back and tell me that their driver said he didn't do it means that he didn't do it
They also wrote an email to let me know that they will only offer $as a courtesy and not an admittance to them damaging anythingThey than proceeded to explain that I need to take my reviews off the internetFunny how I wrote the reviews and than they contacted me immediately about the $But through the Revdex.com I have filed weeks ago they did nothing and said they were standing firm that their driver did nothing and that they will pay nothing and all this crap about "legally" they don't have to do anything
True legally they don't have to do anything because it was my mistake that I accepted delivery so late at night and my fault that we didn't inspect the vehicle better to have found the damage that night but overall my discontent comes from their choice of how to handle the whole situation and how they pursued resolving this situation which was not at all until I wrote more reviews online regarding their services
Yes they had the manager email an apology to me but only because I asked if it was right that he speaks to customers that way and that he was wrong to have approached the situation in the manner he didTherefore the apology was not something he felt bad about and wanted to writeIt was something he was made to write only because they want me to take my reviews off
I have explained they should keep their pity money of $as I am not going to brought by that moneyPeople should know how they treat customers
Very pleasant and helpful on phone Some problem with days of probable delivery Was told 8-days and turned out to be days I was not prepared for delivery in such a short time ,my money had not arrived from California ! With the help of a very kind lady and my daughter we were able to work it out I was not moved into the apt at that early date but in another city , it was finally worked at so it could be delivered Driver very niceStaff was excellent in handling my problem
Initial Business Response /* (1000, 5, 2014/06/12) */
All transport dates are estimationsWe do our best to accommodate customer's requests for specific dates, and at no point in time did we guarantee pickup or delivery datesThe reasoning behind estimated dates are factors which impact
the entire transport industryBecause truck schedules are aggressively ever-changing, estimated dates keep prices affordableGuaranteed dates near doubles the cost of most transportsAnother major key reason is because no company in the transport industry can predict problems that may occur when driving across country such as traffic, accidents, weather, road blockages, delays with other deliveries, etc
Our estimated date policy is published on our website, customers are informed throughout the process, and it is listed in the customer's contract terms and conditionsIt is also listed in every communication sent thereafter regarding any updates to the pickup or delivery dates
Truck prices are driven by trucker availability and pickup/delivery locations and routesMontway, nor any transport company can control such aspects of the marketplaceThe snowbird season is also upon us meaning there are more vehicles requiring transport than there are available truckers, thus increasing the competitive transport marketplaceAdditional trucker pay requests are relayed to customers to allow them the opportunity to evaluate the option when truckers are not willing to take the transport at the given priceThe customer was informed this is optional and at no time is a customer obligated to pay anything additionalPlease know that any additional trucker pay requests are just that, Montway does not collect that money, it all goes directly to the trucker to transport the customer's vehicleThe customer was informed that *** is very remote location out of the main route for most carriers which is why it took longer than our estimated to business days to arrange the transportWe did our very best to assist the customer as the truck we dispatched was an express carrier which made it cross country, miles, in days rather than 9-days
Montway sincerely apologized to the customer and is willing to compensation the customer with a restaurant gift certificate; however customer has requested no further communication unless compensation is monetary
Care was taken with my Collector Car transport Everything was done right Price was fair, but my primary concern was the safe transport of an open top roadster
I initially entered a business contract with Montway Auto Transport after selecting them to transport my recently purchased vehicle after a *** bidding transactionDuring the bidding process Montway asked several question and I answered all of them to their satisfactionAfter the auction ended and I selected Montway, I was called several times but was unavailable at the time of their calls, I attempted to use their web chat feature however that was not workingAfter finally making contact I was asked for several pieces of additional information, including a POC for pickup and delivery locations (at this time I had not been provided with an estimated date or time for pickup or delivery)After explaining several times how it was unreasonable to want a guaranteed POC for unspecified dates, I gave them my number and the sellers number which they acceptedDuring the email communication I provided additional information on the size and weight of the vehicle in the form of a hyper link to the manufacturers original spec sheet and informed them that to the sellers and my own knowledge the vehicle was factory originalThe next day I called up and they were again asking for the dimensions of the vehicle before they could even attempt to find a "carrier" for the vehicleAfter again explaining all the information they needed was in the email chain they said they would move the order out of "on hold"On a third check up I was again prompted for vehicle dimensions and this time a VIN numberI refused to provide a third party with a VIN number and for the third time explained all the dimensions were in the email chainThis time they ensured me that this was a clerical error that the order had already been moved to the in process queue and they were attempting to find a carrierDays after they took my order "off hold", and days after the auction ended I called *** and canceled my order due to not having a pickup dateAbout an hour after I canceled the order through ***, Montway YET AGAIN, called me asking me for specifications of the vehicle, specifically the weight of the vehicle this timeI informed them I did not wish to contain with the order and that *** had already canceled my order, they proceeded to tell me that they had a carrier and all they needed was the vehicle weight (which was provided in the form of a hyperlink to the manufacturer spec sheet)In my opinion, Montway essentially takes your information and places your requirements out to a "network of truckers" who then presumably bid on the job, if the bid is within the price margin Montway can profit from they accept the bidEither that or they take the quote they give you, take off what ever they need the profit margin to be, and put the job out to their "network of truckers" who then can decide whether it's cost effective or notTheir customer service is crap, I spent 15-minutes on hold every time I called them, and their representatives would attempt to explain to me how every trucker has the ability to decide what he puts on his truck, and they no trucker anywhere in the US operates on a predetermined route/load planThey request that customers give them at least 1-days for a scheduled pickup date (with no guarantees), however even after days (7x longer than the minimum day), I still had no contact from themI believe their business practices are extremely deceptive and con-likeThey offer little to no alternate means of interaction as not all of their CSR's have access to email, and the chat function on their website is not functioning correctlyDue to Montways' poor planning and business model I have had reenter negotiations with seller as to the sale and pickup of the vehicle
My overall experience was excellent
I have another vehicle that I will be shipping as soon as I sell my house I will be using Montway again
Hello, We received a report of an issue on 09/23/which prompted us to reach out to the customer with very specific instructions as to how to proceedThe description of the issue that you provided to us was that there was a loud noise coming from underneath the vehicle while it is
runningWe requested documentation in the form of a diagnostics report in order to determine what the issue was as well as photos and bills of ladingThe customer provided the bill of lading to us the same day as delivery which was 09/23/and the diagnostics report on 09/26/We also requested photos of the issue in which the customer did not provideInstead, the customer provided a video of the vehicle which showed a loose heat shield, which is located on the undercarriage of the vehicleIn our initial response to the issue reported, we informed the customer of the following per line of our request for documentation: 7) Mechanical diagnostic/assessment report detailing exact issue and specific origin that caused the problem- As the damages you are claiming are not typical transport damage, a mechanical diagnostic assessment will be necessary to move forwardPlease allow me to elaborateThe vehicle's mechanical components are not part of the initial inspection of the vehicle, therefore are not aspects of the vehicle covered in transport cargo claimsBy law, drivers are only required to view, inspect and document on the visible outside portion of the vehicle, as they are not mechanics and are not authorized to make any mechanical assessmentsTheir responsibility is to load and unload the vehicle safely on and off the trailerTherefore any such claims would have to be proven to be attributed to driver negligence. Drivers do not have the capability or the licensing to inspect the mechanical components of the undercarriage thus; these types of issues are not covered by a carrier’s cargo insuranceAs stated, by law, drivers are only required to view, inspect, and document on the visible outside portion of the vehicle as they are not mechanics are not authorized to make any mechanical assessmentsWhen researching this issue online, this issue is attributed to wear and tear, especially for the make and model of your vehicle, a Toyota CorollaIn the video that the customer provided us, it clearly shows that the heat shield is installed above the exhaustThe claim according to the customer’s email (verbatim), “My car fell during the unloading process, or loading process.” If this were the case, there would be clear impact damage in and around the areas surrounding the heat shield such as the exhaustBeing that the heat shield is installed directly above the exhaust as it clearly shows in the customer’s video, there would be clear damage to the exhaust which would indicate impact damagePlease review the video link provided below which is of a Toyota Corolla heat shield in which the owner (not MrSmith) in the video experienced the same issue that the customer reportedhttps://www.***.com/watch?v=*** Heat shields become loose over the years due to wear and tearThis type of issue cannot be attributed to driver negligence as there is no evidence of other damage surrounding the heat shield thus, there are no grounds for a transport claim or reimbursement for the repairs that the customer initiated at his own willWe provided the customer with very specific instructions that were not adhered to in order for us to investigate the matter thoroughly and provide the customer with our determination before there were any out of pocket expenses on the customer’s behalfWe require two repair estimates that were never provided to us due to the fact that the customer initiated the repairs without our knowledgeWe require pictures of the alleged damage that were never provided to usThe only form of reference we have is a video of the undercarriage while at the repair shop the customer chose to go to on 09/26/three days after delivery was made on 09/23/With that being said, the customer was fully informed prior to transport as to what is covered and not covered under a carrier’s cargoWe have found no grounds for a transport claim as the area of the vehicle in question is not part of the initial inspection nor is it covered by cargo insurance By law, drivers are only required to view, inspect, and document on the visible outside portion of the vehicle, as they are not mechanics and are not authorized to make any mechanical and undercarriage assessmentsTheir responsibility is to load and unload the vehicle safely on and off the trailerAlso, with no signs of impact related damage, we cannot attribute this issue to driver negligence nor can drivers be held responsible for wear and tear related issuesWe truly apologize for any and all inconveniences the Mr*** has experienced however, the customer’s issue cannot be attributed to driver negligence as he is statingRegards,