Initial Business Response /* (1000, 5, 2014/09/16) */
All customers are informed upon booking that all transport dates are estimated and that the deposit is no longer refundable after dispatching of a carrier.
This and all of our terms and conditions are made available to the public on our...
website and are written in the customer booking agreement.
We are honest and up front with our terms and conditions and we rightfully ask the same in return of our customers.
An exception to our policy was made and the full $199 was refunded to the customer on September 3, 2014 so we are not certain why this case was opened.
Customer service was friendly and communicative. Car arrived in Los Angeles undamaged and right on time. However, when the car was dropped off I immediately noticed items strewn around the inside that I had placed in secured areas. The front area of the car, in fact, looked ravaged. Two zippered change purse things that I keep inside the glove box with quarters and dimes for parking meters were emptied and inside out on the ground of the passenger side, paperwork kept in glove compartment was thrown around like it was confetti, and empty wrappers for unopened air freshener bags were in the back seat. Hilarious and sad that someone involved in transporting our car from NY to CA would steal change and air freshener. We purposely left nothing of real value in the vehicle because even though they say you can put 100 pounds of items in your car for transport, but are not liable for what could happen during transport.
Initial Business Response /* (1000, 5, 2014/02/13) */
Contact Name and Title: Claims Dept, Montway Inc
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@montway.com
- Accepted Purchase Agreement -
Customer placed an order to transport their 2013 Mazda Miata MX5 from [redacted] to...
[redacted] on 1/24/2014 for Discounted Cash Price - partial payment required; and set up the First Available Date for shipment as 1/24/2014; paid the partial payment of $109 (Montway broker fee); and customer agreed and accepted our Terms & Conditions by agreeing to the Purchase Agreement.
Our Terms and Conditions state that all dates are only estimated:
"Montway, Inc. shall provide Customer with an estimated pick up 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 pick up or delivery times and dates. Montway, Inc./Carrier shall not be held responsible for loss or damages occasioned by delays of any kind or for any reason, car rental fees or any accommodation fees."
- The address for pickup and delivery of the vehicle was provided by the customer themselves at the time of booking the order.
- The customer is notified of the pickup and delivery dates and carrier information at the time of carrier dispatch both by phone and by email.
- Services Provided -
We lowered our profit by lowering the broker fee with $50 from $109 to $59. The additional $50 was allocated towards the carrier's pay to make the load more attractive and thus expedite the pickup for as soon as possible. Our usual pickup window is 1 to 5 business days. Within 4 business days of booking, Montway dispatched the motor carrier, Titan Auto Transport, on 1/29/2014 (this is the date the Services were Provided) with scheduled vehicle pickup same day. Vehicle was delivered safely on 1/31/14.
- Customer was offered a gift certificate or a deposit refund which they refused both. Montway cannot issue a refund for the amount that was paid by the customer directly to Titan Auto Transport. All funds paid to Montway are only $59.
- The customer is welcome to contact us to further discuss a resolution.
Warm Regards,
Claims Dept,
Montway, Inc
tel. XXX XXX XXXX
Montway Auto Transport was EXCELLENT---- I first dealt with New World Auto Transport which was a Disaster!!! I called Montway on morning of May 5, 2016 and by 2pm I had a pickup date/time and estimated drop-off date/time!!!
My car was even picked up 1 day sooner than expected, which was Great!!!
This company is very professional/reliable and their transport equipment was GREAT!!
My car was delivered Perfectly!!!
I would TOTALLY give them an A+ rating!!! Would Definitely use again!!!
Initial Business Response /* (1000, 5, 2014/09/16) */
All customers are informed upon booking that all transport dates are estimated and that the deposit is no longer refundable after dispatching of a carrier.
This and all of our terms and conditions are made available to the public on...
our website and are written in the customer booking agreement.
We are honest and up front with our terms and conditions and we rightfully ask the same in return of our customers.
An exception to our policy was made and the full $199 was refunded to the customer on September 3, 2014 so we are not certain why this case was opened.
Complaint: [redacted]
I am rejecting this response because:
Holding the cars in storage is acceptable but not telling me where they were being held is very bad business. Sounds like being held hostage.
Sincerely,
[redacted]
Had my [redacted] shipped from Florida to Ohio.
I missed the first transportation truck and thought that I would have to wait
a long time for another one. It was just a few days and I got a call from Montway
telling me that they had another truck available. They were very nice to deal with. Did not deposit my down payment until I was assigned another truck
My car arrived with not a scratch on it. I am very pleased with Montway and will use them again when shipping my car.
I used Montway Auto Transport to transfer my car from Sacramento,California to
Rolling Meadows, Illinois , and I am very happy that I had used their service.
My car was picked up on time and delivered in 3 days! I would definitely use their service again and truly recommend to anyone who is planning to do so!
A definite 5 star service!!!
Initial Business Response /* (1000, 5, 2014/12/30) */
Montway sincerely apologizes for the inconvenience with your shipment. This kind of behavior from a carrier is unacceptable and will not be tolerated. We have implemented all of our business sanctions against the carrier, including banning them...
from future business with Montway and rating them negatively on the [redacted] for all other companies to see.
We are sorry this happen and the carrier is permanently banned to ensure this does not happen again.
Montway has reached out to the customer to address the situation directly and offer compensation for his total inconvenience but the customer has yet to reply to any of our communications. Please note our offer to make things right still stand, please contact our office to resolve this matter fully.
Thank you for your time and bringing this to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted by Montway Auto Transport with reference to a full refund. Although there was a stipulation to a full refund! I would not be granted a full refund of $199 unless I removed the reviews that I placed on Revdex.com, [redacted] and [redacted] This is completely Un-ethical. They have admitted they provided poor customer service and planned on re training the employees that were in question. I will not be strong armed into removing a truthful review of Montway, again this is absolutely and completely un-ethical! BELOW IS THE ATTACHED EMAIL THAT WAS SENT TO ME: (if you would like a forwarded copy as proof, I can do that).
Dear [redacted],
I came across your review for Montway on [redacted] and Revdex.com.org and I want to sincerely apologize for all the inconvenience caused to you during the transport arrangements and that we were not able to ship your vehicle.
Please know that we are a dispatch/broker service that does everything possible to locate a transport trucker as quickly as possible and to accommodate each customer restrictions as much as possible. We were able to secure a trucker, [redacted] Transportation Services Inc, for your shipment. Dispatched on 12/13/14, pickup scheduled 12/15/14 and delivery within 2 days. Meaning we did render service to you. However as a fully hands on broker our support does not end at dispatch. We have a well equipped support department who's responsible to assist every customer until safe delivery of their vehicle(s). The support department is open 7 days a week and is available via email, telephone and livechat.
We value our customers and were sad to have loss your business due to the carrier, [redacted] Transportation Service Inc, unprofessional behavior and agents who were deemed unhelpful to your case. Since this incident we have implemented all business sanctions against [redacted] Transportation Service Inc including banning them from future business with Montway and rating them negatively on the [redacted] for all other companies to see. In addition to completing a full audit of your order the quality assurance manger has issued reports and sentenced responsible agents to retraining. In the event those agents are reported a second time further disciplinary action will be taken.
We care about our customers and do our absolute best to ensure each customer is given the proper care and attention to their shipment. When we fail in one way or another we step up and try to make things right for our customer. With customer satisfaction in mind, Montway would like to apologize and refund you $199. Considering your current circumstances, we feel you deserve those funds back as a compensation for your inconveniences. We give up our profit in order to keep our customers happy.
Please let me know if you'd be interested in accepting our compensation offer so I can send you the correct form to complete for the $199 refund [redacted] Refund Authorization/Bonus Compensation Form). After you submit it, $199 will be returned to you
Please understand this document in NO WAY includes [redacted] Transportation Services Inc. therefore is not in conflict with any complaints you may have against [redacted] Transportation Services Inc, as clearly stated in the final sentence of the document.
In conjunction with the compensation agreement we would like to consider your complaint listed in the online reviews as fully resolved and thus we would require for you to remove the negative review you left for Montway on [redacted] as well as close the complaint on Revdex.com.org as resolved satisfactory. We kindly ask you to also remove any other negative reviews online.
If you wish to accept our sincere apology as a broker to this transaction and accept our compensation offer please let me know as soon as possible so I can arrange the [redacted] form for you. If you have any questions, please let me know so I can assist you.
Thank you for your kind consideration and for giving us a chance to make things right for you!
I have shipped a few cars in the past and I always get a quote(s) from this company...they start very very high and to see if you bite and they submit lower and lower ones. Today they quoted me $1,800.00 on a mid sized car from Georgia to Chandler AZ. I spoke with a commercial trucker who advised the going rate is $600. tp $900.00. Avoid this company is my advise. They just post the load on an online site truckers use to acquire loads called "Central Dispatch". These bandits were looking to make up to as much as $1,200.00 in brokerage fees to simply post the job on a web site. Avoid them guys!!!!! Thieves!!!
Service was excellent. Vehicle was picked up and delivered just as promised. The transport driver kept in constant communication with me until final delivery. Will definitely recommend to others.
They were fantastic. To give them credit I called them at the last minute to get my vehicle shipped. In less than 24 hours they had a driver at my door ready to ship my vehicle. When I called and told them I was panicking because I had to go out of town, they representative told me that they were working on it and that they did not close until 10pm central time. I was shocked. They called me the next morning and told me a driver was on the way. I certainly appreciate the quick response, the customer service and the quick delivery of my vehicle. They told me it would take 2 to 3 business days but it was delivered in less than a day. Thank you Montway for your experience and dedication to ensuring your customers are satisfied. You all certainly posses a lost skill that other companies need to take note from you.... CUSTOMER SERVICE AND COMMITMENT! Thanks again!
Customer service was very professional on keeping updates during the transport.
It was a very nice and easy process. Everyone was very helpful. Highly recommend them.
Initial Business Response /* (1000, 5, 2014/09/16) */
All customers are informed upon booking that all transport dates are estimated and that the deposit is no longer refundable after dispatching of a carrier.
This and all of our terms and conditions are made available to the public on our...
website and are written in the customer booking agreement.
We are honest and up front with our terms and conditions and we rightfully ask the same in return of our customers.
An exception to our policy was made and the full $199 was refunded to the customer on September 3, 2014 so we are not certain why this case was opened.
Customer service was friendly and communicative. Car arrived in Los Angeles undamaged and right on time. However, when the car was dropped off I immediately noticed items strewn around the inside that I had placed in secured areas. The front area of the car, in fact, looked ravaged. Two zippered change purse things that I keep inside the glove box with quarters and dimes for parking meters were emptied and inside out on the ground of the passenger side, paperwork kept in glove compartment was thrown around like it was confetti, and empty wrappers for unopened air freshener bags were in the back seat. Hilarious and sad that someone involved in transporting our car from NY to CA would steal change and air freshener. We purposely left nothing of real value in the vehicle because even though they say you can put 100 pounds of items in your car for transport, but are not liable for what could happen during transport.
Initial Business Response /* (1000, 5, 2014/02/13) */
Contact Name and Title: Claims Dept, Montway Inc
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@montway.com
- Accepted Purchase Agreement -
Customer placed an order to transport their 2013 Mazda Miata MX5 from [redacted] to...
[redacted] on 1/24/2014 for Discounted Cash Price - partial payment required; and set up the First Available Date for shipment as 1/24/2014; paid the partial payment of $109 (Montway broker fee); and customer agreed and accepted our Terms & Conditions by agreeing to the Purchase Agreement.
Our Terms and Conditions state that all dates are only estimated:
"Montway, Inc. shall provide Customer with an estimated pick up 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 pick up or delivery times and dates. Montway, Inc./Carrier shall not be held responsible for loss or damages occasioned by delays of any kind or for any reason, car rental fees or any accommodation fees."
- The address for pickup and delivery of the vehicle was provided by the customer themselves at the time of booking the order.
- The customer is notified of the pickup and delivery dates and carrier information at the time of carrier dispatch both by phone and by email.
- Services Provided -
We lowered our profit by lowering the broker fee with $50 from $109 to $59. The additional $50 was allocated towards the carrier's pay to make the load more attractive and thus expedite the pickup for as soon as possible. Our usual pickup window is 1 to 5 business days. Within 4 business days of booking, Montway dispatched the motor carrier, Titan Auto Transport, on 1/29/2014 (this is the date the Services were Provided) with scheduled vehicle pickup same day. Vehicle was delivered safely on 1/31/14.
- Customer was offered a gift certificate or a deposit refund which they refused both. Montway cannot issue a refund for the amount that was paid by the customer directly to Titan Auto Transport. All funds paid to Montway are only $59.
- The customer is welcome to contact us to further discuss a resolution.
Warm Regards,
Claims Dept,
Montway, Inc
tel. XXX XXX XXXX
Montway Auto Transport was EXCELLENT---- I first dealt with New World Auto Transport which was a Disaster!!! I called Montway on morning of May 5, 2016 and by 2pm I had a pickup date/time and estimated drop-off date/time!!!
My car was even picked up 1 day sooner than expected, which was Great!!!
This company is very professional/reliable and their transport equipment was GREAT!!
My car was delivered Perfectly!!!
I would TOTALLY give them an A+ rating!!! Would Definitely use again!!!
Great shipping company. It took three days to receive my car ( 1400 miles)
Initial Business Response /* (1000, 5, 2014/09/16) */
All customers are informed upon booking that all transport dates are estimated and that the deposit is no longer refundable after dispatching of a carrier.
This and all of our terms and conditions are made available to the public on...
our website and are written in the customer booking agreement.
We are honest and up front with our terms and conditions and we rightfully ask the same in return of our customers.
An exception to our policy was made and the full $199 was refunded to the customer on September 3, 2014 so we are not certain why this case was opened.
Complaint: [redacted]
I am rejecting this response because:
Holding the cars in storage is acceptable but not telling me where they were being held is very bad business. Sounds like being held hostage.
Sincerely,
[redacted]
Had my [redacted] shipped from Florida to Ohio.
I missed the first transportation truck and thought that I would have to wait
a long time for another one. It was just a few days and I got a call from Montway
telling me that they had another truck available. They were very nice to deal with. Did not deposit my down payment until I was assigned another truck
My car arrived with not a scratch on it. I am very pleased with Montway and will use them again when shipping my car.
efficient, reasonably priced. great communication.
Great service! Very responsive. Delivery was quick and easy.
Professional staff. Easy process.
I used Montway Auto Transport to transfer my car from Sacramento,California to
Rolling Meadows, Illinois , and I am very happy that I had used their service.
My car was picked up on time and delivered in 3 days! I would definitely use their service again and truly recommend to anyone who is planning to do so!
A definite 5 star service!!!
Initial Business Response /* (1000, 5, 2014/12/30) */
Montway sincerely apologizes for the inconvenience with your shipment. This kind of behavior from a carrier is unacceptable and will not be tolerated. We have implemented all of our business sanctions against the carrier, including banning them...
from future business with Montway and rating them negatively on the [redacted] for all other companies to see.
We are sorry this happen and the carrier is permanently banned to ensure this does not happen again.
Montway has reached out to the customer to address the situation directly and offer compensation for his total inconvenience but the customer has yet to reply to any of our communications. Please note our offer to make things right still stand, please contact our office to resolve this matter fully.
Thank you for your time and bringing this to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted by Montway Auto Transport with reference to a full refund. Although there was a stipulation to a full refund! I would not be granted a full refund of $199 unless I removed the reviews that I placed on Revdex.com, [redacted] and [redacted] This is completely Un-ethical. They have admitted they provided poor customer service and planned on re training the employees that were in question. I will not be strong armed into removing a truthful review of Montway, again this is absolutely and completely un-ethical! BELOW IS THE ATTACHED EMAIL THAT WAS SENT TO ME: (if you would like a forwarded copy as proof, I can do that).
Dear [redacted],
I came across your review for Montway on [redacted] and Revdex.com.org and I want to sincerely apologize for all the inconvenience caused to you during the transport arrangements and that we were not able to ship your vehicle.
Please know that we are a dispatch/broker service that does everything possible to locate a transport trucker as quickly as possible and to accommodate each customer restrictions as much as possible. We were able to secure a trucker, [redacted] Transportation Services Inc, for your shipment. Dispatched on 12/13/14, pickup scheduled 12/15/14 and delivery within 2 days. Meaning we did render service to you. However as a fully hands on broker our support does not end at dispatch. We have a well equipped support department who's responsible to assist every customer until safe delivery of their vehicle(s). The support department is open 7 days a week and is available via email, telephone and livechat.
We value our customers and were sad to have loss your business due to the carrier, [redacted] Transportation Service Inc, unprofessional behavior and agents who were deemed unhelpful to your case. Since this incident we have implemented all business sanctions against [redacted] Transportation Service Inc including banning them from future business with Montway and rating them negatively on the [redacted] for all other companies to see. In addition to completing a full audit of your order the quality assurance manger has issued reports and sentenced responsible agents to retraining. In the event those agents are reported a second time further disciplinary action will be taken.
We care about our customers and do our absolute best to ensure each customer is given the proper care and attention to their shipment. When we fail in one way or another we step up and try to make things right for our customer. With customer satisfaction in mind, Montway would like to apologize and refund you $199. Considering your current circumstances, we feel you deserve those funds back as a compensation for your inconveniences. We give up our profit in order to keep our customers happy.
Please let me know if you'd be interested in accepting our compensation offer so I can send you the correct form to complete for the $199 refund [redacted] Refund Authorization/Bonus Compensation Form). After you submit it, $199 will be returned to you
Please understand this document in NO WAY includes [redacted] Transportation Services Inc. therefore is not in conflict with any complaints you may have against [redacted] Transportation Services Inc, as clearly stated in the final sentence of the document.
In conjunction with the compensation agreement we would like to consider your complaint listed in the online reviews as fully resolved and thus we would require for you to remove the negative review you left for Montway on [redacted] as well as close the complaint on Revdex.com.org as resolved satisfactory. We kindly ask you to also remove any other negative reviews online.
If you wish to accept our sincere apology as a broker to this transaction and accept our compensation offer please let me know as soon as possible so I can arrange the [redacted] form for you. If you have any questions, please let me know so I can assist you.
Thank you for your kind consideration and for giving us a chance to make things right for you!
[redacted] Claims Department, Account Executive
Tel: (XXX) XXX-XXXX
http://www.montway.com
I have shipped a few cars in the past and I always get a quote(s) from this company...they start very very high and to see if you bite and they submit lower and lower ones. Today they quoted me $1,800.00 on a mid sized car from Georgia to Chandler AZ. I spoke with a commercial trucker who advised the going rate is $600. tp $900.00. Avoid this company is my advise. They just post the load on an online site truckers use to acquire loads called "Central Dispatch". These bandits were looking to make up to as much as $1,200.00 in brokerage fees to simply post the job on a web site. Avoid them guys!!!!! Thieves!!!
Service was excellent. Vehicle was picked up and delivered just as promised. The transport driver kept in constant communication with me until final delivery. Will definitely recommend to others.
Easy to set up transport, excellent communication, car received on time.
They were fantastic. To give them credit I called them at the last minute to get my vehicle shipped. In less than 24 hours they had a driver at my door ready to ship my vehicle. When I called and told them I was panicking because I had to go out of town, they representative told me that they were working on it and that they did not close until 10pm central time. I was shocked. They called me the next morning and told me a driver was on the way. I certainly appreciate the quick response, the customer service and the quick delivery of my vehicle. They told me it would take 2 to 3 business days but it was delivered in less than a day. Thank you Montway for your experience and dedication to ensuring your customers are satisfied. You all certainly posses a lost skill that other companies need to take note from you.... CUSTOMER SERVICE AND COMMITMENT! Thanks again!
The driver was professional and acxomodating- shipping was fast!