Terrible customer serviceDelivered more than a week after the agreed upon range, made no effort to rectify the situation, rude managementOnce they gave your vehicle, customer service goes out the door because they know they've got youTrue rest of a good company is how they perform when things go wrong, and Montway fails miserably
To clarify, Montway was contracted to secure a carrier to transport customer's vehicle If a Montway truck is unavailable, a carrier is sought from our countrywide network of carriersThis is fully disclosed on our website, prior to booking, during booking, throughout support of the order both verbally and in writing within our terms and conditions
All transport dates are estimatedWe are 100% transparent that we can not guarantee pickup or delivery dates This too is fully disclosed on our website, prior to booking, during booking, throughout support of the order both verbally and in writing within our terms and conditions
Marketplace pricing is based upon carrier availabilityJust as any other service is quoted, a cost of an auto transport can be quoted based on marketplace indicators such as availability, season, route, and vehicle type A quote was provided, to which our team fully worked to execute An option arose where a carrier requested additional pay; again those funds do not go to Montway, they go to the trucker to transport the vehicle, the option was presented and declined
Montway honored the customer's decline of that option and continued to work on dispatching the order at the quoted priceDue to the high volume of the season, we apologize that it may take longer in some instances, but we always find our customers a solution
We kept the customer fully informed throughout the process but we can not accommodate the guaranteed dates being requested, therefore we can not service this customerIn the initial Revdex.com compliant, customer stated they did not wish to receive a reimbursement because they did not believe it would be paid in a timely manner However a cancellation was fully honored and processed immediately along with a full refund
We service our customers based on the agreed upon terms and conditions as fully disclosed at inception of the agreement and we must respectfully request to be held accountable to those specified terms and conditionsThe order has been officially canceled
Thank you for sharing your experience with usPlease note that the price is quoted and the price change was only an option that you have the right to decline in which we will continue to look for a carrier to transport your vehicleAlso, wanted to take the opportunity to explain 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 possibleWe understand that you booked your order in advance but carriers do not schedule vehicles that far ahead as they can not predict what will happen along the way per the many factors causing delays listed abovePlacing an order weeks ahead of time may seem helpful, however in the auto transport industry, schedules are not pre-made that far in advance, their availability fluctuates daily, therefore so does their pricingRecords show that your vehicle was picked up 7/31/and delivered 8/5/16.The estimated time frame for the transport being miles is 6-days, your vehicle was delivered in days which is a day before the estimated time frame begunMontway most certainly apologizes for the inconveniencesWe care about our customers and try to provide the best service possibleIf there is anything else we can assist you with please let me know as I'd be glad to help
I requested a quote for car shipment from Buffalo Airport to FloridaThey wrote back that they would not commit to any specific period of day let alone a specific date for pick upDon't think I would be very happy sitting around the Buffalo airport for a couple of daysUSELESS
BEWARE!!! Montway is a fraudulent, unprofessional and deceitful company! I even considered reporting the car stolen at one point to the police since I didn't hear from the dispatcher or trucker, and Montway was just sitting back telling me "We are very sorry for the inconvenience" because they give my car to small-time shippers who don't know anything about customer service or guarantees
The unprofessionalism began as soon as I setup my shipment on their site for a pickup from Chicago delivering to BostonThe only reason I even considered using them was because one of their sales reps confirmed that the car would be picked up from the 1st day it was listedWhen I called that day to find out the status, they told me they were still waiting for someone to take the job?! Why would you lie to me and tell me that it will be picked up and then after I book tell me that it takes 2-days to assign a trucker to the shipmentThis was where I caught their first lie
After days I got a call from Montway saying the car would be picked up on 12/and estimated delivery was 12/A pathetic third-party company called ** *** *** eventually picked up the car from the seller's house in Chicago at 11:30PM on 12/after several delaysI never got a call from anyone saying the car was even picked up, the seller texted me instead
On 12/morning (Estimated delivery date) I call the trucker to find out the status of the shipment since I hadn't heard from anyoneHe tells me hasn't even LEFT Chicago yet, and has no plans of doing so until 12/(day after estimated delivery)He then asks me if I want to meet up with him on 12/somewhere in NY if I wanted the car earlier?! What kind of professionalism is that? No I don't want to drive two states down to pick up my car that was supposed to be delivered to my doorstep!
I then called Montway to find out what was going onThey then lied to me the second time and said the car was on the way and was scheduled to be delivered on 12/6, very contradicting to what the driver told meThroughout the entire process NO ONE called/communicated with me about the shipmentI had to call every day to get an update, which was 'The driver is on the way and will be delivered to you tomorrow'This happened everyday until 12/when the car was eventually delivered, which was DAYS longer than the estimated delivery dateI may as well have driven the car up myself if it would take a shipping company days to complete milesEspecially when I clearly stated I could accept the shipment by 12/AT THE LATEST since I would need the car for work the following week
Throughout the entire process the dispatcher and the truck driver threatened me to not call and check on the progress of my shipment because I was apparently rushing the driver, which would not be good for my carAlmost seemed as if they were blackmailing me
I chose Montway because of the positive reviews, but I didn't realize how many complaints/negative reviews they have as well! Pay a little more and USE ANOTHER COMPANYThis whole process has caused me severe mental stress and financial burdens (missing work for days, taking public transportation) that were completely unnecessary and avoidable
This was my first experience shipping a vehicle I can say that overall I am very pleased with the service I received from Montway They were very clear and very efficient through the whole process My vehicle was picked up a few days later than Montway advised it would be, but they were communicative about the issue and they made sure that I was pleased with the service Any dissatisfaction I had about the late pickup went away when my vehicle arrived quickly and was in the same shape as when it left The next time I ship a car it will be with Montway Great service and a reasonable price!
I made arrangements with Montway Auto Transport to transport a ***.The pick up date was to March 30, I received e mail that the car would be pick up on April 7, I then tried to cancelled to order and it would take to hours to cancellThey told me there was a $cancelation feeI told them that was ***I have shipped motorcycle worldwide and never experienced any think like this everWhen you call Montway you never get to talk to the same person which makes dealing with these people difficultI would characterized Montway as nothing but liars.I Do not trust these people, they are rip off artist
Montway failed to notify driver of height/weight limits for truck to deliver vehicle; at time of pick up, Montway representative insisted that I was responsible for higher fees for second truck needed to complete delivery; Montway refused to refund credit card payment that initiated order when I cancelled order rather than 1) wait to identify for alternate options for later delivery, and 2) pay additional costs All of this occurred after increasing the initial quote for shipping fee six days (when I reiterated schedule and delivery conditions)
Please note when booking orders we ask customers to tell us the exact vehicle conditionsQuotes are based on vehicle type, locations, vehicle being operable, etcIn cases were the vehicle does not run we do ask customers to please make us aware of this issue upfront so we can send accommodating
trailers to conduct pickup and deliverySince trailers who operate non-running vehicles have special equipment the prices of such shipments does vary from a running carWe do not want our customers to be shocked with any prices this is why we ask them to tell us this information upfront so we can be sure we are quoting the most accurate pricesMontway sincerely apologize for any inconvenience during your shipmentDuring any claims process we ask customers to submit certain documentation in order to provide a resolutionThe progress of the claim does depend on when customers submit all their documents to our officeMontway has worked with the customer and trucker assigned to offer a speedy resolution for a settlement to the customer satisfaction.
We do ask that if you have any additional questions to please contact our office
A vehicle that is being moved "Auto Transport" should never be towed and have tires on the ground
All tires should be off the groundWhen a vehicle is transported on a trailer, as it should be, your tires should be strapped to the trailer or flat bedAfter completing a full audit on the order, and the carrier that was assigned to *** your vehicle (** *** *** Inc.), it appears that they misrepresented (to Montway) the types of trailers (and tow trucks) that they use and operate, to *** the vehicles that they are contracted to move.As such, ** *** *** Inc's, profile has been suspendedSince this is their first reported offense, the carrier will be required to pass a series of service inspection audits before they can be considered for reinstatement (to do business with Montway again)The safety manager has been informed, and we have recommended suspension of this particular driver, in order to prevent such issues from happening againIn the event ** *** *** Incis reported a second time, they will be permanently banned from taking load assignments for Montway. Montway most certainly apologizes for any inconveniencesWe care about our customers and try to provide the best service possibleWith that said, we have offered *** *** a refund of our entire broker fee, in the amount of $199.00, to which he has accepted and the complaint has officially been resolved and closedThank you for your time and kind consideration
Booked more than a week before and left a day windowI have been calling days before my pidate and they could not find a carrier for meCalled again on the 2nd day of my day window, the so called "day time supervisor" Kaimme had a very bad attitude toward me and told me that they cannot do anything until my first pick dayWhich sounds to me that they didn't to anything until the first day of my three day window, and then start to sounds annoyed and gave me a very bad attitudeIf that is how a "supervisor" treating a customer because he is worried about getting the car pickup, I can't imagine how everyone else treating other people in this company
Initial Business Response /* (1000, 5, 2014/08/29) */
Contact Name and Title: Iren G - Claims Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@montway.com
We are truly sorry to hear of this customer's complaintIt 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 thereafterWe 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 arrangementsOur goal is to transport your vehicle, never to inconvenience our customers in any way
We estimate the dates for multiple reasons, reasons which impacts the entire transport 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
Guaranteed pickup date service is also available, however at much higher cost to the customerThe additional fees for guaranteed pickup date service are customized for the specific vehicle size, weight, requested date - weekday vsweekend day, pickup location - rural or city downtown vsdirect access to main route, etcThe additional fees are paid directly to the driver for his service to re-schedule all other pickups/drop-offs and ensure he makes it to the pickup location on the requested date
Unfortunately, this customer chose the economy shipping package, which only includes estimated datesRegardless of that we had more than agents dedicated working on this order and doing the impossible trying to accommodate the customer's request as well as provide him with exceptional customer support
We ship more than cars a week, we know how important dates are for customers, which is why we always advise them based on their budget and schedule of all possible options - expedited service vshaving a backup person to release/accept the vehicle for you, etc
Just to make this clear, Montway did not raise the price for the customer, however the carrier dispatched, *** *** LLC, requested the additional fees as they had priced the available spot on their trailer higher than the market priceThat was only an optional offer presented to the customer, and if he did not want to go with this carrier, we would decline their request and continue working on assigning a carrier for the original priceHowever, the customer accepted the offer in writing, please see attached, and the vehicle was shipped for the new priceWe always want to make the customer aware of all available options and it is the customer's choice to proceed with the final scheduleWe do apologize for the inconvenience, and if the customer felt that Montway raised the priceIn reality the carrier, *** *** LLC, collected the additional fees towards their carrier payI hope this explanation makes it easier to understand how the auto transport industry works and to give an example that as a broker we are fully dedicated to our customer and ensuring the customer gets the best service possible
All additional fees were requested directly by the carrier *** *** LLC and were paid to the carrier, thus a refund cannot be issued
Montway most certainly apologizes for the inconveniencesWe care about our customers and try to provide the best service possibleWith customer satisfaction in mind, Montway also offered the customer our complimentary VIP restaurant gift certificate valued at $for these inconveniences, which he can use at any restaurant you choose and enjoy with friends and familyHowever, the customer refused
Montway is 100% dedicated to the customer and our service and care is unmatched!
Initial Business Response /* (1000, 8, 2015/05/11) */
o whom it may concern,
We received a Revdex.com complaint in the mail for *** ***Please note this is NOT our customerIn addition this person has created his own page for our companyPlease remove "Montway Transportation" as this
is not a valid page
Montway Auto Transport is trademarkedPlease remove any fake listings of our companyPlease confirm once completed
Thank you
How would you rate my reply?
Great Okay Not Good
***
Sincerely,
*** **
Lead Claims Coordinator
Montway Auto Transport
Phone: ***
Final Business Response /* (1000, 17, 2015/06/05) */
We're sincerely sorry to hear of the damages to the customers vehicle
Montway offers a in-house claims department who is available to assist our customers via email and phoneAlthough there are very few claim cases we want to be sure we're preparing our customers for the unexpectedWhen damage is reported each customer is assigned a personal claims agent to provide personalized assistance and accuracy
Keeping in mind that Montway is not the insurance company therefore we do not have the legal authority to approve or deny any claimsOur claims department is here to assist our customers we work with customers directly to quickly resolve each issueIn doing so we work on the customer's behalf to ensure the success of each damage claimDue to Montway being a larger carrier company, the largest in the midwest, we've had the chance to come across many difference insurance companies which allows us to work closely with our customers to prepare them for a successful insurance claimAgain Montway is not the insurance company our job is to simply advise each customer with the success of filing an official claimFor this customer, this was no exceptionA Montway claims agent was assigned to this case whom helped the customer gather documentation to submit to the insurance company to actually file an official insurance claim
Initial Business Response /* (1000, 5, 2015/02/06) */
Montway most certainty apologize for any inconvenience during your shipmentWe have reached out to the customer in attempt to rectify the situationThank you for being this issue to our attention
Initial Business Response /* (1000, 5, 2014/07/11) */
Contact Name and Title: *** - Claims Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@montway.com
Mr*** booked the order himself online through our website, and personally entered his credit card information to pay for
the booked transport
We are truly sorry to have lost this customer's businessIt 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 thereafterWe 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 arrangementsOur goal is to transport your vehicle, never to inconvenience our customers in any way
We estimate the dates for multiple reasons, reasons which impacts the entire transport industryTraffic 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, 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
Guaranteed pickup date service is also available, however at much higher cost to the customerThe additional fees for guaranteed pickup date service are customized for the specific vehicle size, weight, requested date - weekday vs weekend day, pickup location - rural or city downtown vs direct access to main route, etcThe additional fees are paid directly to the driver for his service to re-schedule all other pickups/dropoffs and ensure he makes it to the pickup location on the requested date
We ship more than cars a week, we know how important dates are for customers, which is why we always advise them based on their budget and schedule of all possible options - expedited service vs having a backup person to release/accept the vehicle for you, etc
Montway is 100% dedicated to the customer and our service and care is unmatched!
The customer was in a hurry and requested cancellation before a carrier was assigned to the orderThe order was cancelled and the issue is resolved
Thank you
Terrible customer serviceDelivered more than a week after the agreed upon range, made no effort to rectify the situation, rude managementOnce they gave your vehicle, customer service goes out the door because they know they've got youTrue rest of a good company is how they perform when things go wrong, and Montway fails miserably
To clarify, Montway was contracted to secure a carrier to transport customer's vehicle If a Montway truck is unavailable, a carrier is sought from our countrywide network of carriersThis is fully disclosed on our website, prior to booking, during booking, throughout support of the order both verbally and in writing within our terms and conditions
All transport dates are estimatedWe are 100% transparent that we can not guarantee pickup or delivery dates This too is fully disclosed on our website, prior to booking, during booking, throughout support of the order both verbally and in writing within our terms and conditions
Marketplace pricing is based upon carrier availabilityJust as any other service is quoted, a cost of an auto transport can be quoted based on marketplace indicators such as availability, season, route, and vehicle type A quote was provided, to which our team fully worked to execute An option arose where a carrier requested additional pay; again those funds do not go to Montway, they go to the trucker to transport the vehicle, the option was presented and declined
Montway honored the customer's decline of that option and continued to work on dispatching the order at the quoted priceDue to the high volume of the season, we apologize that it may take longer in some instances, but we always find our customers a solution
We kept the customer fully informed throughout the process but we can not accommodate the guaranteed dates being requested, therefore we can not service this customerIn the initial Revdex.com compliant, customer stated they did not wish to receive a reimbursement because they did not believe it would be paid in a timely manner However a cancellation was fully honored and processed immediately along with a full refund
We service our customers based on the agreed upon terms and conditions as fully disclosed at inception of the agreement and we must respectfully request to be held accountable to those specified terms and conditionsThe order has been officially canceled
Thank you for sharing your experience with usPlease note that the price is quoted and the price change was only an option that you have the right to decline in which we will continue to look for a carrier to transport your vehicleAlso, wanted to take the opportunity to explain 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 possibleWe understand that you booked your order in advance but carriers do not schedule vehicles that far ahead as they can not predict what will happen along the way per the many factors causing delays listed abovePlacing an order weeks ahead of time may seem helpful, however in the auto transport industry, schedules are not pre-made that far in advance, their availability fluctuates daily, therefore so does their pricingRecords show that your vehicle was picked up 7/31/and delivered 8/5/16.The estimated time frame for the transport being miles is 6-days, your vehicle was delivered in days which is a day before the estimated time frame begunMontway most certainly apologizes for the inconveniencesWe care about our customers and try to provide the best service possibleIf there is anything else we can assist you with please let me know as I'd be glad to help
I requested a quote for car shipment from Buffalo Airport to FloridaThey wrote back that they would not commit to any specific period of day let alone a specific date for pick upDon't think I would be very happy sitting around the Buffalo airport for a couple of daysUSELESS
BEWARE!!! Montway is a fraudulent, unprofessional and deceitful company! I even considered reporting the car stolen at one point to the police since I didn't hear from the dispatcher or trucker, and Montway was just sitting back telling me "We are very sorry for the inconvenience" because they give my car to small-time shippers who don't know anything about customer service or guarantees
The unprofessionalism began as soon as I setup my shipment on their site for a pickup from Chicago delivering to BostonThe only reason I even considered using them was because one of their sales reps confirmed that the car would be picked up from the 1st day it was listedWhen I called that day to find out the status, they told me they were still waiting for someone to take the job?! Why would you lie to me and tell me that it will be picked up and then after I book tell me that it takes 2-days to assign a trucker to the shipmentThis was where I caught their first lie
After days I got a call from Montway saying the car would be picked up on 12/and estimated delivery was 12/A pathetic third-party company called ** *** *** eventually picked up the car from the seller's house in Chicago at 11:30PM on 12/after several delaysI never got a call from anyone saying the car was even picked up, the seller texted me instead
On 12/morning (Estimated delivery date) I call the trucker to find out the status of the shipment since I hadn't heard from anyoneHe tells me hasn't even LEFT Chicago yet, and has no plans of doing so until 12/(day after estimated delivery)He then asks me if I want to meet up with him on 12/somewhere in NY if I wanted the car earlier?! What kind of professionalism is that? No I don't want to drive two states down to pick up my car that was supposed to be delivered to my doorstep!
I then called Montway to find out what was going onThey then lied to me the second time and said the car was on the way and was scheduled to be delivered on 12/6, very contradicting to what the driver told meThroughout the entire process NO ONE called/communicated with me about the shipmentI had to call every day to get an update, which was 'The driver is on the way and will be delivered to you tomorrow'This happened everyday until 12/when the car was eventually delivered, which was DAYS longer than the estimated delivery dateI may as well have driven the car up myself if it would take a shipping company days to complete milesEspecially when I clearly stated I could accept the shipment by 12/AT THE LATEST since I would need the car for work the following week
Throughout the entire process the dispatcher and the truck driver threatened me to not call and check on the progress of my shipment because I was apparently rushing the driver, which would not be good for my carAlmost seemed as if they were blackmailing me
I chose Montway because of the positive reviews, but I didn't realize how many complaints/negative reviews they have as well! Pay a little more and USE ANOTHER COMPANYThis whole process has caused me severe mental stress and financial burdens (missing work for days, taking public transportation) that were completely unnecessary and avoidable
This was my first experience shipping a vehicle I can say that overall I am very pleased with the service I received from Montway They were very clear and very efficient through the whole process My vehicle was picked up a few days later than Montway advised it would be, but they were communicative about the issue and they made sure that I was pleased with the service Any dissatisfaction I had about the late pickup went away when my vehicle arrived quickly and was in the same shape as when it left The next time I ship a car it will be with Montway Great service and a reasonable price!
Car was picked up Monday in Maryland and arrived at my door by early ThursdayGreat communication and great updatesThanks again!
Service is good.I could recommend to my friends
I made arrangements with Montway Auto Transport to transport a ***.The pick up date was to March 30, I received e mail that the car would be pick up on April 7, I then tried to cancelled to order and it would take to hours to cancellThey told me there was a $cancelation feeI told them that was ***I have shipped motorcycle worldwide and never experienced any think like this everWhen you call Montway you never get to talk to the same person which makes dealing with these people difficultI would characterized Montway as nothing but liars.I Do not trust these people, they are rip off artist
Montway failed to notify driver of height/weight limits for truck to deliver vehicle; at time of pick up, Montway representative insisted that I was responsible for higher fees for second truck needed to complete delivery; Montway refused to refund credit card payment that initiated order when I cancelled order rather than 1) wait to identify for alternate options for later delivery, and 2) pay additional costs All of this occurred after increasing the initial quote for shipping fee six days (when I reiterated schedule and delivery conditions)
3rd time using always great
Please note when booking orders we ask customers to tell us the exact vehicle conditionsQuotes are based on vehicle type, locations, vehicle being operable, etcIn cases were the vehicle does not run we do ask customers to please make us aware of this issue upfront so we can send accommodating
trailers to conduct pickup and deliverySince trailers who operate non-running vehicles have special equipment the prices of such shipments does vary from a running carWe do not want our customers to be shocked with any prices this is why we ask them to tell us this information upfront so we can be sure we are quoting the most accurate pricesMontway sincerely apologize for any inconvenience during your shipmentDuring any claims process we ask customers to submit certain documentation in order to provide a resolutionThe progress of the claim does depend on when customers submit all their documents to our officeMontway has worked with the customer and trucker assigned to offer a speedy resolution for a settlement to the customer satisfaction.
We do ask that if you have any additional questions to please contact our office
A vehicle that is being moved "Auto Transport" should never be towed and have tires on the ground
All tires should be off the groundWhen a vehicle is transported on a trailer, as it should be, your tires should be strapped to the trailer or flat bedAfter completing a full audit on the order, and the carrier that was assigned to *** your vehicle (** *** *** Inc.), it appears that they misrepresented (to Montway) the types of trailers (and tow trucks) that they use and operate, to *** the vehicles that they are contracted to move.As such, ** *** *** Inc's, profile has been suspendedSince this is their first reported offense, the carrier will be required to pass a series of service inspection audits before they can be considered for reinstatement (to do business with Montway again)The safety manager has been informed, and we have recommended suspension of this particular driver, in order to prevent such issues from happening againIn the event ** *** *** Incis reported a second time, they will be permanently banned from taking load assignments for Montway. Montway most certainly apologizes for any inconveniencesWe care about our customers and try to provide the best service possibleWith that said, we have offered *** *** a refund of our entire broker fee, in the amount of $199.00, to which he has accepted and the complaint has officially been resolved and closedThank you for your time and kind consideration
Booked more than a week before and left a day windowI have been calling days before my pidate and they could not find a carrier for meCalled again on the 2nd day of my day window, the so called "day time supervisor" Kaimme had a very bad attitude toward me and told me that they cannot do anything until my first pick dayWhich sounds to me that they didn't to anything until the first day of my three day window, and then start to sounds annoyed and gave me a very bad attitudeIf that is how a "supervisor" treating a customer because he is worried about getting the car pickup, I can't imagine how everyone else treating other people in this company
Great company to do business with...Would highly recommend
Initial Business Response /* (1000, 5, 2014/08/29) */
Contact Name and Title: Iren G - Claims Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@montway.com
We are truly sorry to hear of this customer's complaintIt 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 thereafterWe 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 arrangementsOur goal is to transport your vehicle, never to inconvenience our customers in any way
We estimate the dates for multiple reasons, reasons which impacts the entire transport 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
Guaranteed pickup date service is also available, however at much higher cost to the customerThe additional fees for guaranteed pickup date service are customized for the specific vehicle size, weight, requested date - weekday vsweekend day, pickup location - rural or city downtown vsdirect access to main route, etcThe additional fees are paid directly to the driver for his service to re-schedule all other pickups/drop-offs and ensure he makes it to the pickup location on the requested date
Unfortunately, this customer chose the economy shipping package, which only includes estimated datesRegardless of that we had more than agents dedicated working on this order and doing the impossible trying to accommodate the customer's request as well as provide him with exceptional customer support
We ship more than cars a week, we know how important dates are for customers, which is why we always advise them based on their budget and schedule of all possible options - expedited service vshaving a backup person to release/accept the vehicle for you, etc
Just to make this clear, Montway did not raise the price for the customer, however the carrier dispatched, *** *** LLC, requested the additional fees as they had priced the available spot on their trailer higher than the market priceThat was only an optional offer presented to the customer, and if he did not want to go with this carrier, we would decline their request and continue working on assigning a carrier for the original priceHowever, the customer accepted the offer in writing, please see attached, and the vehicle was shipped for the new priceWe always want to make the customer aware of all available options and it is the customer's choice to proceed with the final scheduleWe do apologize for the inconvenience, and if the customer felt that Montway raised the priceIn reality the carrier, *** *** LLC, collected the additional fees towards their carrier payI hope this explanation makes it easier to understand how the auto transport industry works and to give an example that as a broker we are fully dedicated to our customer and ensuring the customer gets the best service possible
All additional fees were requested directly by the carrier *** *** LLC and were paid to the carrier, thus a refund cannot be issued
Montway most certainly apologizes for the inconveniencesWe care about our customers and try to provide the best service possibleWith customer satisfaction in mind, Montway also offered the customer our complimentary VIP restaurant gift certificate valued at $for these inconveniences, which he can use at any restaurant you choose and enjoy with friends and familyHowever, the customer refused
Montway is 100% dedicated to the customer and our service and care is unmatched!
The experience working with Montway was very prompt and commutative , all went according to plan , I was very happyThank you
Initial Business Response /* (1000, 8, 2015/05/11) */
o whom it may concern,
We received a Revdex.com complaint in the mail for *** ***Please note this is NOT our customerIn addition this person has created his own page for our companyPlease remove "Montway Transportation" as this
is not a valid page
Montway Auto Transport is trademarkedPlease remove any fake listings of our companyPlease confirm once completed
Thank you
How would you rate my reply?
Great Okay Not Good
***
Sincerely,
*** **
Lead Claims Coordinator
Montway Auto Transport
Phone: ***
Final Business Response /* (1000, 17, 2015/06/05) */
We're sincerely sorry to hear of the damages to the customers vehicle
Montway offers a in-house claims department who is available to assist our customers via email and phoneAlthough there are very few claim cases we want to be sure we're preparing our customers for the unexpectedWhen damage is reported each customer is assigned a personal claims agent to provide personalized assistance and accuracy
Keeping in mind that Montway is not the insurance company therefore we do not have the legal authority to approve or deny any claimsOur claims department is here to assist our customers we work with customers directly to quickly resolve each issueIn doing so we work on the customer's behalf to ensure the success of each damage claimDue to Montway being a larger carrier company, the largest in the midwest, we've had the chance to come across many difference insurance companies which allows us to work closely with our customers to prepare them for a successful insurance claimAgain Montway is not the insurance company our job is to simply advise each customer with the success of filing an official claimFor this customer, this was no exceptionA Montway claims agent was assigned to this case whom helped the customer gather documentation to submit to the insurance company to actually file an official insurance claim
Initial Business Response /* (1000, 5, 2015/02/06) */
Montway most certainty apologize for any inconvenience during your shipmentWe have reached out to the customer in attempt to rectify the situationThank you for being this issue to our attention
Initial Business Response /* (1000, 5, 2014/07/11) */
Contact Name and Title: *** - Claims Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@montway.com
Mr*** booked the order himself online through our website, and personally entered his credit card information to pay for
the booked transport
We are truly sorry to have lost this customer's businessIt 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 thereafterWe 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 arrangementsOur goal is to transport your vehicle, never to inconvenience our customers in any way
We estimate the dates for multiple reasons, reasons which impacts the entire transport industryTraffic 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, 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
Guaranteed pickup date service is also available, however at much higher cost to the customerThe additional fees for guaranteed pickup date service are customized for the specific vehicle size, weight, requested date - weekday vs weekend day, pickup location - rural or city downtown vs direct access to main route, etcThe additional fees are paid directly to the driver for his service to re-schedule all other pickups/dropoffs and ensure he makes it to the pickup location on the requested date
We ship more than cars a week, we know how important dates are for customers, which is why we always advise them based on their budget and schedule of all possible options - expedited service vs having a backup person to release/accept the vehicle for you, etc
Montway is 100% dedicated to the customer and our service and care is unmatched!
The customer was in a hurry and requested cancellation before a carrier was assigned to the orderThe order was cancelled and the issue is resolved
Thank you