I had contacted this business over a month ago regarding transporting my vehicleAs time got closer to the date everything went sourI was given the run around by the company stating they could not give me a date as of when my vehicle would be picked upAfter receiving an email with a window date the company did not stand by their wordVery poor customer service and how the business is operated Last minute I was forced to find another company to transport the car
My experience with Montway was a very positive oneThey kept me informed throughout the process and made the transport an easy oneI will use Montway again in the future
I had to transport a car from Denver, CO to Pittsburgh, PA and it was done by Montway in a safe and effective manner
Thursday I made a call and Sunday I was unloading my car in PittsburghCommunication was great on both ends and the driver was polite and punctual
I would just like to say that my experience with Montway was 100% positiveThey kept me informed about the progress of the shipment and made things happen in the time frame they promisedThe driver was courteous and professionalHis truck and trailer appeared safe and in good conditionI felt like I was in good hands throughout the process
Montway picked up my vehicle on the date arranged and delivered it to its destination promptly without any problemsGreat job and I am very happy with their service
Thank you for your feedback We understand that shipping a vehicle is not a common occurrence for most which is why we are 100% transparent with all of our terms and conditions up front and do our best to help educate on the process and overall industry
itself
Montway is the industry expert, we have found logistic solutions for hundreds of thousands of people However, although we are the experts, we too are bound by the simple facts and circumstance of the industry Our estimated date policy is clearly communicated online, during the booking process, listed in all written communications thereafter We never intend to inconvenience our customers, which is why we fully disclose that all dates are estimated The reason dates are estimated is because we nor anyone else in the industry can control nationwide traffic, highway accidents, weather, driver illness, mandatory truck stops, construction detours, and many other factors
The summer time is the busiest time of the season, and just as within other service industries, demand will fluctuate the marketplace and its pricingAuto Transporting pricing is dictated by marketplace, not Montway
We are obligated to present all transport options, to allow the customer to make their own decision whether or not they want to move forwardWhat may not be a good option for you, is a wonderful option for someone else...and how else would we know that other than to present the option. Please note additional pay is requested by the trucker, Montway DOES NOT ask for additional funds, we do not collect any additional funds Our price is set In the event a trucker makes an additional pay request, it is simply our job to relay the option to the customer We are happy to continue to work on finding a trucker to accept the pay the customer is willing to give
We honor our terms and conditions 100% and we fully expect our customers to hold us accountable to them If the customer were to go with another company, they will find it works the sameThe difference is Montway maintains the largest network of truckers, is the most widely recognized name in the business, therefore is the best choice for options to ship your carA refund is no issue and will be processed today, funds are immediately released, customer is advised to contact their bank to learn of any time frames on their end
Montway Transport could not have done a better job of transporting my truck across the countyAfter reading poor reviews about other transport companies I selected MontwayThey handled everything professionally and did what they said they would doI would recommend this company to anyone needing to transport their vehicle
Montway stands by its services and goes above and beyond to assist customers with any issues.
"line-height: 1em;">All charges are based on the services being purchased $was not received by Montway The order was placed on u sh ip whereas u sh ip applies their own fees and distributes the transporting pay directly to the assigned trucker's accountMontway never has possession of trucker funds when orders are placed this way.
Upon receiving Mr[redacted] concerns, we promptly began an investigation, reviewing all written and audio communicationsThe all inclusive service purchased was for an enclosed transport from AZ to NC, a guaranteed pickup date, specified delivery date, and a [redacted] trailer level positionPurchasing a [redacted] trailer level position rate alone is priced at $which is fully disclosed on our website
Guaranteed dates are priced at a significant premium due to the difficulty in accommodating for factors within the industry which are out of of our control such as traffic delays/detours/speed limits, weather delays, mandatory rest s[redacted]s, weight station check ups, police inspections, truck breakdowns, driver's health issues, etc
Despite the challenges in scheduling an enclosed transport (which makes up 2% of all U.Sauto transport haulers), for pickup on the day before Christmas Eve, we successfully accommodated the request The trucker however could not place the classic large Chrysler New Yorker safely on the [redacted] level of the trailer and made the correct decision to [redacted] it on the lower level where for its size, would be most secure for the trip
The vehicle was delivered safely, no damage and within days, just as requested.
Again, purchasing a [redacted] trailer level position rate alone is priced at $which is fully disclosedWe sincerely apologized for this inconvenience and have offered to reimburse the customer for twice the cost of a [redacted] level loading service for the amount of $The customer has declined this offer indicating they are going to post reviews and file with the Attorney General, stating "Refund the and it all goes away".The trucker deserves to be paid for the services he provided which were enclosed, guaranteed holiday pickup with specified delivery within days.We agree the customer should be reimbursed for not accommodating the [redacted] level [redacted] requirement which we have offered to double the refund for, but there are no grounds for a $refund
Complaint: [redacted]
I am rejecting this response because:
You statements are false and I do not agree with them. If you really wanted to take care of the problem you would not be responding through Revdex.com only and would find a solution to fix the vehichle that you have damaged. You have never tryed to work with me or resolv the issue, the only reason for you to communicate is because you do not want to get a negative feedback and for other customers to see what kind of sy job you guys are doing.
I do not understand what kind of documents are you asking for me to provide? Neither of the documents - bill of laiding was provided by YOU and YOUR Conteactor to me - so is this a joke? You are asking for me to provide you with the documents that you and your contractor has refused to give to me after they have loaded my vehicle to transport?
Also you guys have never returned my calls after you realized that I was not planing to drop this and you are talking about some kind of excelent customer service? What a joke! Your customers need to anderstand what kind of BAD BUSINESS they are delaling with.
This one my wors expirience with dealing with US companies that does not do anything what they are advertising they will do and Thanks a Lot of hiding behind small print documents that you know that nobody reads!
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/04/16) */
We sincerely apologize for your dissatisfaction.
We understand that transporting a vehicle is not a common occurrence for most folks, which is why we do our best to educate our customers. We are very transparent and honest with all of...
our terms and conditions, our estimated dates and cancellation policies in particular. They are published online, in the customer agreement, discussed in all phone conversations and throughout all written communication.
It 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.
We did not violate our service agreement in any way; therefore a refund is not warranted. We understand that not everyone will be satisfied with our service, for which we will continue to strive for improvement. However as part of accepting our service, we do expect that our terms and conditions are understood and that we are appropriately held accountable to those terms and conditions.
We apologize that the owner is not always available, however management assistance was provided and the vehicle is currently in transit.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know a pre-fab answer when I see one.We were assured by Montway that a 4 day window was appropriate, and a hold of funds was applied to our credit card.
Montway missed the 4 day window to actually pick- up the vehicle, the time frame they agreed would be acceptable. Montway, by their own admission, does not even start looking for a transport company until the very first day of the agreed time the vehicle is available for pick-up. Had they told us, we would have gone with anoather carrier, or driven instead. The customer service rep misstated how they really do business, and caused us additional expense and aggregation that could have been avoided if they were forthcoming.
So, 4 days after the last day the vehicle was supposed to picked-up, and $300 more than the price quoted, we finally have our car on a transport.
I might also add this is not my first transport job, but it is my last with this company.
We will video-record the delivery of the vehicle, any issues with delivery or damage to our vehicle will be posted on the internet under "How not to ship your vehicle."
Final Business Response /* (4000, 11, 2015/05/04) */
We are 100% transparent with our estimated date policy as indicated previously.
We inform that our estimated carrier assignment is within 1 to 5 business days from the first day the vehicle is available for pick up. The customer provided an available pickup date of April 6. A carrier was assigned on April 9, and the vehicle was picked up on April 13, which is the 5th business day.
Therefore the estimated window time frame provided at booking and in writing in the order confirmation agreement, was honored.
Because the customer was very anxious to move their car, every option that presented itself was offered to the customer. An additional trucker pay request was relayed to the customer to allow them the opportunity to evaluate the option when truckers are not willing to take a transport at their given price. The customer was informed that this is 100% optional and at no time is a customer obligated to pay anything additional. It is important to understand any additional trucker pay requests, are exactly just that, whereas we do not collect that money, it all goes to the trucker to transport the customer's vehicle.
Our estimated date policy window of 1 to 5 business days from the first day the vehicle is available is based on industry standards, it is not a random time frame chosen for our own personal reasons. Carriers schedule their loads 5 business days or less out at a time. We do our very best to accommodate our customers, but there are industry restrictions we must work within, which is why we make all of our terms and conditions known up front as it is our goal to help customers understand the process and to know what to expect.
Again, the estimated window time frame provided at booking and in writing in the order confirmation agreement, was honored.
Thank you for your feedback.
I have used Montway Auto Transport to move my vehicle multiple times. The process is easy, they do a great job communicating from scheduling, to pick-up and delivery. My vehicles always arrived on time as advertised and most importantly with no damage. Montway is the only company that I will use for moving my vehicles.
Initial Business Response /* (1000, 5, 2014/12/22) */
Contact Name and Title: Montway Claims Dept
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@montway.com
It is imperative that customers have a clear understanding of the terms they accept when entering a contractual agreement.
The...
customer paid the whole amount to [redacted] and accepted our bid. The customer NEVER paid Montway at any point. Since this is a [redacted] order all cancellations must go through [redacted] as well. The customer requested cancellation on [redacted] on 12/18/14. Per [redacted] Terms and Conditions cancellation period is 72 hours. After the 72 hours Uship releases the payment back to the customer's account. Montway does not have access to any payments or cancellation processing through Uship as it is a completely different company.
We advise all customers to make themselves aware of all Terms and Conditions they accept before they engage in a transaction. This complaint has been falsely filed against Montway when Montway does not have the power to process [redacted] operations.
Our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter. We do not provide a 5 day window. We estimate assigning a carrier within 1 to 5 business days. Even though our estimations are highly accurate, just over 95%, we still inform customers we can only provide estimated dates. We want our customers to be clear on these terms so they can make any necessary personal arrangements. Our goal is to transport your vehicle, never to inconvenience our customers in any way.
We estimate the dates for multiple reasons, reasons which impacts the entire transport industry. Traffic delays, detours, speed limits, weather delays, mandatory rest stops, pickup/delivery client availability delays, weight station checkups, police inspections, truck breakdowns, driver's health issues, are just some of the issues that cannot be anticipated. We understand this is potentially inconvenient for customers, so we combat that with information and keeping customers informed.
Guaranteed pickup date service is also available, however at much higher cost to the customer. The additional fees for guaranteed pickup date service are customized for the specific vehicle size, weight, requested date - weekday vs. weekend day, pickup location - rural or city downtown vs. direct access to main route, etc. The additional fees are paid directly to the driver for his service to re-schedule all other pickups/drop-offs and ensure he makes it to the pickup location on the requested date.
We are sorry that the customer decided to cancel his order.
We ship more than 500 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!
Initial Consumer Rebuttal /* (3000, 7, 2014/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You can't lie repeatedly in personal conversations and then say your website says that's OK. Montway reps repeatedly assured me of a pick-up window of five days. Only when they could not meet the timeline did they change their tune, pointing towards their website as some sort of free pass. Whether they were outright lying or just unreasonably optimistic, the result was a very costly delay. Once it became apparent that they could not provide accurate and truthful information, nor pick up the vehicle in the time frame they had set, I knew that putting the vehicle on their truck would be a huge mistake. [redacted] approved the cancellation in literally 90 seconds. According to [redacted] and Montway customer service rep B[redacted], the delay in finalizing the cancellation was completely internal to Montway, and wasn't granted until the third day, unnecessarily locking up the shipment during a critical open window before the holidays. These guys play hardball with customers who dare utter a peep about the poor service; and they play fast and loose with the truth. This should have been a very simple transaction, but turned into a giant mess because they could not deliver the services they promised. I would have loved to be a satisfied customer, but definitely should have checked the Revdex.com Website before booking with this company. I would never have chosen them had I checked with the Revdex.com first. Lesson learned.
Final Business Response /* (4000, 9, 2014/12/29) */
It is imperative that customers have a clear understanding of the terms they accept when entering a contractual agreement.
The customer paid the whole amount to [redacted] and accepted our bid. The customer NEVER paid Montway at any point. Since this is a [redacted] order all cancellations must go through [redacted] as well. The customer requested cancellation on [redacted] on 12/18/14. Per [redacted] Terms and Conditions cancellation period is 72 hours. After the 72 hours [redacted] releases the payment back to the customer's account. Montway does not have access to any payments or cancellation processing through [redacted] as it is a completely different company.
We advise all customers to make themselves aware of all Terms and Conditions they accept before they engage in a transaction. This complaint has been falsely filed against Montway when Montway does not have the power to process [redacted] operations.
Our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter. We do not provide a 5 day window. We estimate assigning a carrier within 1 to 5 business days. Even though our estimations are highly accurate, just over 95%, we still inform customers we can only provide estimated dates. We want our customers to be clear on these terms so they can make any necessary personal arrangements. Our goal is to transport your vehicle, never to inconvenience our customers in any way.
We estimate the dates for multiple reasons, reasons which impacts the entire transport industry. Traffic delays, detours, speed limits, weather delays, mandatory rest stops, pickup/delivery client availability delays, weight station checkups, police inspections, truck breakdowns, driver's health issues, are just some of the issues that cannot be anticipated. We understand this is potentially inconvenient for customers, so we combat that with information and keeping customers informed.
Guaranteed pickup date service is also available, however at much higher cost to the customer. The additional fees for guaranteed pickup date service are customized for the specific vehicle size, weight, requested date - weekday vs. weekend day, pickup location - rural or city downtown vs. direct access to main route, etc. The additional fees are paid directly to the driver for his service to re-schedule all other pickups/drop-offs and ensure he makes it to the pickup location on the requested date.
We are sorry that the customer decided to cancel his order.
We ship more than 500 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!
[redacted],
We apologize for any and all inconveniences you experienced throughout your shipment. Unfortunately, dates in the auto transport industry are estimated only, not guaranteed. We do everything in our power to work all of our customer's specified dates however, dates...
are only estimated. Please note we estimate assigning a carrier within 1 to 5 business days. Even though our estimations are highly accurate, we still inform customers we can only provide estimated dates. We want our customers to be clear on these terms so they can make any necessary personal arrangements. Our goal is to transport your vehicle, never to inconvenience our customers in any way.You provided us with a first available date for pick up of 06/06/2016. We assigned a driver to your shipment on 06/10/2016. These dates are well within our estimated time frame to assign a driver to your shipment as mentioned above. Regarding the delivery, there are many factors that play a part in the pick up and delivery time frames such as traffic, detours, speed limits, weather delays, mandatory rest stops, weigh stations, etc. These situations cannot be anticipated which results in all dates being estimated only. This information was conveyed to you within every correspondence that was sent to you via email. Please see an excerpt from our terms and conditions below:"Montway, Inc. shall provide Customer with an estimated pickup and estimated delivery date. However, delays may occur prior to, and/or during, transport due to weather, road conditions, mechanical problems, etc. There are absolutely no guarantees regarding pickup or delivery times and dates." For more information regarding estimated dates, please see our terms and conditions page: https://www.montway.com/terms-and-conditions Again, we apologize for any and all inconveniences you experienced. Regards,
Be very cautious when dealing with this company they are very vague when giving you answers before you place your order. When they fail to meet their commitment for your vehicle move and you find it necessary to find a more reliable carrier they will only give you a partial refund.
Great company!
Prompt service!
I had contacted this business over a month ago regarding transporting my vehicleAs time got closer to the date everything went sourI was given the run around by the company stating they could not give me a date as of when my vehicle would be picked upAfter receiving an email with a window date the company did not stand by their wordVery poor customer service and how the business is operated Last minute I was forced to find another company to transport the car
My experience with Montway was a very positive oneThey kept me informed throughout the process and made the transport an easy oneI will use Montway again in the future
I had to transport a car from Denver, CO to Pittsburgh, PA and it was done by Montway in a safe and effective manner
Thursday I made a call and Sunday I was unloading my car in PittsburghCommunication was great on both ends and the driver was polite and punctual
I would just like to say that my experience with Montway was 100% positiveThey kept me informed about the progress of the shipment and made things happen in the time frame they promisedThe driver was courteous and professionalHis truck and trailer appeared safe and in good conditionI felt like I was in good hands throughout the process
Montway picked up my vehicle on the date arranged and delivered it to its destination promptly without any problemsGreat job and I am very happy with their service
Thank you for your feedback We understand that shipping a vehicle is not a common occurrence for most which is why we are 100% transparent with all of our terms and conditions up front and do our best to help educate on the process and overall industry
itself
Montway is the industry expert, we have found logistic solutions for hundreds of thousands of people However, although we are the experts, we too are bound by the simple facts and circumstance of the industry Our estimated date policy is clearly communicated online, during the booking process, listed in all written communications thereafter We never intend to inconvenience our customers, which is why we fully disclose that all dates are estimated The reason dates are estimated is because we nor anyone else in the industry can control nationwide traffic, highway accidents, weather, driver illness, mandatory truck stops, construction detours, and many other factors
The summer time is the busiest time of the season, and just as within other service industries, demand will fluctuate the marketplace and its pricingAuto Transporting pricing is dictated by marketplace, not Montway
We are obligated to present all transport options, to allow the customer to make their own decision whether or not they want to move forwardWhat may not be a good option for you, is a wonderful option for someone else...and how else would we know that other than to present the option. Please note additional pay is requested by the trucker, Montway DOES NOT ask for additional funds, we do not collect any additional funds Our price is set In the event a trucker makes an additional pay request, it is simply our job to relay the option to the customer We are happy to continue to work on finding a trucker to accept the pay the customer is willing to give
We honor our terms and conditions 100% and we fully expect our customers to hold us accountable to them If the customer were to go with another company, they will find it works the sameThe difference is Montway maintains the largest network of truckers, is the most widely recognized name in the business, therefore is the best choice for options to ship your carA refund is no issue and will be processed today, funds are immediately released, customer is advised to contact their bank to learn of any time frames on their end
Montway Transport could not have done a better job of transporting my truck across the countyAfter reading poor reviews about other transport companies I selected MontwayThey handled everything professionally and did what they said they would doI would recommend this company to anyone needing to transport their vehicle
Montway stands by its services and goes above and beyond to assist customers with any issues.
"line-height: 1em;">All charges are based on the services being purchased $was not received by Montway The order was placed on u sh ip whereas u sh ip applies their own fees and distributes the transporting pay directly to the assigned trucker's accountMontway never has possession of trucker funds when orders are placed this way.
Upon receiving Mr[redacted] concerns, we promptly began an investigation, reviewing all written and audio communicationsThe all inclusive service purchased was for an enclosed transport from AZ to NC, a guaranteed pickup date, specified delivery date, and a [redacted] trailer level positionPurchasing a [redacted] trailer level position rate alone is priced at $which is fully disclosed on our website
Guaranteed dates are priced at a significant premium due to the difficulty in accommodating for factors within the industry which are out of of our control such as traffic delays/detours/speed limits, weather delays, mandatory rest s[redacted]s, weight station check ups, police inspections, truck breakdowns, driver's health issues, etc
Despite the challenges in scheduling an enclosed transport (which makes up 2% of all U.Sauto transport haulers), for pickup on the day before Christmas Eve, we successfully accommodated the request The trucker however could not place the classic large Chrysler New Yorker safely on the [redacted] level of the trailer and made the correct decision to [redacted] it on the lower level where for its size, would be most secure for the trip
The vehicle was delivered safely, no damage and within days, just as requested.
Again, purchasing a [redacted] trailer level position rate alone is priced at $which is fully disclosedWe sincerely apologized for this inconvenience and have offered to reimburse the customer for twice the cost of a [redacted] level loading service for the amount of $The customer has declined this offer indicating they are going to post reviews and file with the Attorney General, stating "Refund the and it all goes away".The trucker deserves to be paid for the services he provided which were enclosed, guaranteed holiday pickup with specified delivery within days.We agree the customer should be reimbursed for not accommodating the [redacted] level [redacted] requirement which we have offered to double the refund for, but there are no grounds for a $refund
Good service. Spontaneous response. No issues with my car. Loved it
Complaint: [redacted]
y job you guys are doing.
I am rejecting this response because:
You statements are false and I do not agree with them. If you really wanted to take care of the problem you would not be responding through Revdex.com only and would find a solution to fix the vehichle that you have damaged. You have never tryed to work with me or resolv the issue, the only reason for you to communicate is because you do not want to get a negative feedback and for other customers to see what kind of s
I do not understand what kind of documents are you asking for me to provide? Neither of the documents - bill of laiding was provided by YOU and YOUR Conteactor to me - so is this a joke? You are asking for me to provide you with the documents that you and your contractor has refused to give to me after they have loaded my vehicle to transport?
Also you guys have never returned my calls after you realized that I was not planing to drop this and you are talking about some kind of excelent customer service? What a joke! Your customers need to anderstand what kind of BAD BUSINESS they are delaling with.
This one my wors expirience with dealing with US companies that does not do anything what they are advertising they will do and Thanks a Lot of hiding behind small print documents that you know that nobody reads!
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/04/16) */
We sincerely apologize for your dissatisfaction.
We understand that transporting a vehicle is not a common occurrence for most folks, which is why we do our best to educate our customers. We are very transparent and honest with all of...
our terms and conditions, our estimated dates and cancellation policies in particular. They are published online, in the customer agreement, discussed in all phone conversations and throughout all written communication.
It 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.
We did not violate our service agreement in any way; therefore a refund is not warranted. We understand that not everyone will be satisfied with our service, for which we will continue to strive for improvement. However as part of accepting our service, we do expect that our terms and conditions are understood and that we are appropriately held accountable to those terms and conditions.
We apologize that the owner is not always available, however management assistance was provided and the vehicle is currently in transit.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know a pre-fab answer when I see one.We were assured by Montway that a 4 day window was appropriate, and a hold of funds was applied to our credit card.
Montway missed the 4 day window to actually pick- up the vehicle, the time frame they agreed would be acceptable. Montway, by their own admission, does not even start looking for a transport company until the very first day of the agreed time the vehicle is available for pick-up. Had they told us, we would have gone with anoather carrier, or driven instead. The customer service rep misstated how they really do business, and caused us additional expense and aggregation that could have been avoided if they were forthcoming.
So, 4 days after the last day the vehicle was supposed to picked-up, and $300 more than the price quoted, we finally have our car on a transport.
I might also add this is not my first transport job, but it is my last with this company.
We will video-record the delivery of the vehicle, any issues with delivery or damage to our vehicle will be posted on the internet under "How not to ship your vehicle."
Final Business Response /* (4000, 11, 2015/05/04) */
We are 100% transparent with our estimated date policy as indicated previously.
We inform that our estimated carrier assignment is within 1 to 5 business days from the first day the vehicle is available for pick up. The customer provided an available pickup date of April 6. A carrier was assigned on April 9, and the vehicle was picked up on April 13, which is the 5th business day.
Therefore the estimated window time frame provided at booking and in writing in the order confirmation agreement, was honored.
Because the customer was very anxious to move their car, every option that presented itself was offered to the customer. An additional trucker pay request was relayed to the customer to allow them the opportunity to evaluate the option when truckers are not willing to take a transport at their given price. The customer was informed that this is 100% optional and at no time is a customer obligated to pay anything additional. It is important to understand any additional trucker pay requests, are exactly just that, whereas we do not collect that money, it all goes to the trucker to transport the customer's vehicle.
Our estimated date policy window of 1 to 5 business days from the first day the vehicle is available is based on industry standards, it is not a random time frame chosen for our own personal reasons. Carriers schedule their loads 5 business days or less out at a time. We do our very best to accommodate our customers, but there are industry restrictions we must work within, which is why we make all of our terms and conditions known up front as it is our goal to help customers understand the process and to know what to expect.
Again, the estimated window time frame provided at booking and in writing in the order confirmation agreement, was honored.
Thank you for your feedback.
Everything went fine.
I have used Montway Auto Transport to move my vehicle multiple times. The process is easy, they do a great job communicating from scheduling, to pick-up and delivery. My vehicles always arrived on time as advertised and most importantly with no damage. Montway is the only company that I will use for moving my vehicles.
Quick and seamless. Great customer service and price was reasonable.
Initial Business Response /* (1000, 5, 2014/12/22) */
Contact Name and Title: Montway Claims Dept
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@montway.com
It is imperative that customers have a clear understanding of the terms they accept when entering a contractual agreement.
The...
customer paid the whole amount to [redacted] and accepted our bid. The customer NEVER paid Montway at any point. Since this is a [redacted] order all cancellations must go through [redacted] as well. The customer requested cancellation on [redacted] on 12/18/14. Per [redacted] Terms and Conditions cancellation period is 72 hours. After the 72 hours Uship releases the payment back to the customer's account. Montway does not have access to any payments or cancellation processing through Uship as it is a completely different company.
We advise all customers to make themselves aware of all Terms and Conditions they accept before they engage in a transaction. This complaint has been falsely filed against Montway when Montway does not have the power to process [redacted] operations.
Our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter. We do not provide a 5 day window. We estimate assigning a carrier within 1 to 5 business days. Even though our estimations are highly accurate, just over 95%, we still inform customers we can only provide estimated dates. We want our customers to be clear on these terms so they can make any necessary personal arrangements. Our goal is to transport your vehicle, never to inconvenience our customers in any way.
We estimate the dates for multiple reasons, reasons which impacts the entire transport industry. Traffic delays, detours, speed limits, weather delays, mandatory rest stops, pickup/delivery client availability delays, weight station checkups, police inspections, truck breakdowns, driver's health issues, are just some of the issues that cannot be anticipated. We understand this is potentially inconvenient for customers, so we combat that with information and keeping customers informed.
Guaranteed pickup date service is also available, however at much higher cost to the customer. The additional fees for guaranteed pickup date service are customized for the specific vehicle size, weight, requested date - weekday vs. weekend day, pickup location - rural or city downtown vs. direct access to main route, etc. The additional fees are paid directly to the driver for his service to re-schedule all other pickups/drop-offs and ensure he makes it to the pickup location on the requested date.
We are sorry that the customer decided to cancel his order.
We ship more than 500 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!
Initial Consumer Rebuttal /* (3000, 7, 2014/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You can't lie repeatedly in personal conversations and then say your website says that's OK. Montway reps repeatedly assured me of a pick-up window of five days. Only when they could not meet the timeline did they change their tune, pointing towards their website as some sort of free pass. Whether they were outright lying or just unreasonably optimistic, the result was a very costly delay. Once it became apparent that they could not provide accurate and truthful information, nor pick up the vehicle in the time frame they had set, I knew that putting the vehicle on their truck would be a huge mistake. [redacted] approved the cancellation in literally 90 seconds. According to [redacted] and Montway customer service rep B[redacted], the delay in finalizing the cancellation was completely internal to Montway, and wasn't granted until the third day, unnecessarily locking up the shipment during a critical open window before the holidays. These guys play hardball with customers who dare utter a peep about the poor service; and they play fast and loose with the truth. This should have been a very simple transaction, but turned into a giant mess because they could not deliver the services they promised. I would have loved to be a satisfied customer, but definitely should have checked the Revdex.com Website before booking with this company. I would never have chosen them had I checked with the Revdex.com first. Lesson learned.
Final Business Response /* (4000, 9, 2014/12/29) */
It is imperative that customers have a clear understanding of the terms they accept when entering a contractual agreement.
The customer paid the whole amount to [redacted] and accepted our bid. The customer NEVER paid Montway at any point. Since this is a [redacted] order all cancellations must go through [redacted] as well. The customer requested cancellation on [redacted] on 12/18/14. Per [redacted] Terms and Conditions cancellation period is 72 hours. After the 72 hours [redacted] releases the payment back to the customer's account. Montway does not have access to any payments or cancellation processing through [redacted] as it is a completely different company.
We advise all customers to make themselves aware of all Terms and Conditions they accept before they engage in a transaction. This complaint has been falsely filed against Montway when Montway does not have the power to process [redacted] operations.
Our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter. We do not provide a 5 day window. We estimate assigning a carrier within 1 to 5 business days. Even though our estimations are highly accurate, just over 95%, we still inform customers we can only provide estimated dates. We want our customers to be clear on these terms so they can make any necessary personal arrangements. Our goal is to transport your vehicle, never to inconvenience our customers in any way.
We estimate the dates for multiple reasons, reasons which impacts the entire transport industry. Traffic delays, detours, speed limits, weather delays, mandatory rest stops, pickup/delivery client availability delays, weight station checkups, police inspections, truck breakdowns, driver's health issues, are just some of the issues that cannot be anticipated. We understand this is potentially inconvenient for customers, so we combat that with information and keeping customers informed.
Guaranteed pickup date service is also available, however at much higher cost to the customer. The additional fees for guaranteed pickup date service are customized for the specific vehicle size, weight, requested date - weekday vs. weekend day, pickup location - rural or city downtown vs. direct access to main route, etc. The additional fees are paid directly to the driver for his service to re-schedule all other pickups/drop-offs and ensure he makes it to the pickup location on the requested date.
We are sorry that the customer decided to cancel his order.
We ship more than 500 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!
[redacted],
We apologize for any and all inconveniences you experienced throughout your shipment. Unfortunately, dates in the auto transport industry are estimated only, not guaranteed. We do everything in our power to work all of our customer's specified dates however, dates...
are only estimated. Please note we estimate assigning a carrier within 1 to 5 business days. Even though our estimations are highly accurate, we still inform customers we can only provide estimated dates. We want our customers to be clear on these terms so they can make any necessary personal arrangements. Our goal is to transport your vehicle, never to inconvenience our customers in any way.You provided us with a first available date for pick up of 06/06/2016. We assigned a driver to your shipment on 06/10/2016. These dates are well within our estimated time frame to assign a driver to your shipment as mentioned above. Regarding the delivery, there are many factors that play a part in the pick up and delivery time frames such as traffic, detours, speed limits, weather delays, mandatory rest stops, weigh stations, etc. These situations cannot be anticipated which results in all dates being estimated only. This information was conveyed to you within every correspondence that was sent to you via email. Please see an excerpt from our terms and conditions below:"Montway, Inc. shall provide Customer with an estimated pickup and estimated delivery date. However, delays may occur prior to, and/or during, transport due to weather, road conditions, mechanical problems, etc. There are absolutely no guarantees regarding pickup or delivery times and dates." For more information regarding estimated dates, please see our terms and conditions page: https://www.montway.com/terms-and-conditions Again, we apologize for any and all inconveniences you experienced. Regards,
Be very cautious when dealing with this company they are very vague when giving you answers before you place your order. When they fail to meet their commitment for your vehicle move and you find it necessary to find a more reliable carrier they will only give you a partial refund.
The experience was very positive. They inspected the car closely before loading on the trailer.
Montway transport is great. They have taken great care of my car. They have delivered my car with in two days. I would recommend montway.