Montway Auto Transport

Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ Contact Name and Title: Montway Claims Dept Contact Phone: XXXXXXXXXX Contact Email: [redacted] @montway.com 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 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 remain in business because we are industry experts transporting over 6,vehicles a month and have a network of over 13,carriers Both customer and company bare a responsibility to any business transactionWe understand that not everyone may be satisfied with our service, for which we will continue to strive for improvementHowever as part of accepting our service, we do expect that our terms and conditions are understood and that we are appropriately held accountable to our terms and conditions Montway is 100% dedicated to the customer and our service and care is unmatched! [redacted] decided to cancel his order, and we have not charged him any fees

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, and by 2pm I had a pickup date/time and estimated drop-off date/time!!! My car was even picked up 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!!!

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 piand 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 seamlessGreat customer service and price was reasonable

Great service! Very responsive Delivery was quick and easy

Easy to work with, good communication, overall very satisfied with Montway Auto Transport Picked up and delivered vehicle as promised in specified time frame

Complaint: [redacted] I am rejecting this response because:Thanks for the confirmation of the lbs limitThis attests that the driver (who insisted lbs limitation) liedAlso, the personal belonging was in one packageThe driver did not go against this when he demanded the chargePlease do not spin the subject by citing unrelated terms and conditions Sincerely, [redacted] **

Service was great and efficient

Montway truly appreciates you taking the time to submit feedback about your experiencePlease know your feedback is taken very seriouslyOur drivers will pick up and deliver your vehicle as close to your front door as safely and legally possibleSome cities do not allow transport trucks to enter the city and other homes may be difficult to reach, in this situation, a mutually agreed upon place to load or unload the vehicle(s) may be necessary due to low hanging trees, low hanging wires, narrow streets and residential area restrictionsPlease note, that all service dates in the auto transport industry are estimated and cannot be guaranteed due to the dynamic and ever changing driver schedulesTraffic 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 customersThus the provided estimated dates could vary by several daysWe understand that this caused inconveniences for you and we sincerely apologize, as we try to make sure the transit goes as smooth as possiblePlease contact us directly as I'd be more than glad to rectify the situation

The first truck cothat were sent was awfulThe 2nd truck co, GPN express was great

We had a great experience with MontyThis is the first time we have shipped a vehicleThe car wen from NC to our daughter in Los AngelesThe process for requesting service online went without a hitchThe driver called one day early which was fine for us, and it was delivered one day early in good shape with no damage - just a little dusty

I had excellent service for Monterey and I will use them again thank you just give me so I was happy with the transportation

I selected Montway Auto Transport because they were rated high on various survey sites My [redacted] was not running so I needed a carrier that would take itTheir web site described them as a transport service and broker So I wasn't sure what I would be experiencing As it turned out I was brokered to [redacted] t from Florida On the day I specified, information was sent to my Email for the charges and transport assignment I contacted my driver the same afternoon when he was in Omaha about hours away That put him in Wichita about 10pm which was late for loading The next morning we loaded up around 10am and my car was on it's way This was on Tuesday Morning and my [redacted] arrived in Phoenix Thursday afternoon I was very satisfied with the service provided

Fast and pleasant service

Customer service was very professional on keeping updates during the transport

I chose Montway to ship my newly-purchased classic car because it's insurance policy I am very happy about how quickly they arranged the shipment The driver really took extra caution to make sure that all the cars on the trailer are not damagedCustomer service was really great! The shipping is fast, too!

Fantastic experience! First class all the way!

Montway was great! I used them to transport cars and each time they were fantastic I would definitely use them again

Customer service was friendly and communicativeCar arrived in Los Angeles undamaged and right on timeHowever, when the car was dropped off I immediately noticed items strewn around the inside that I had placed in secured areasThe 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 seatHilarious 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 pounds of items in your car for transport, but are not liable for what could happen during transport

Initial Business Response / [redacted] (1000, 5, 2014/12/30) */ Montway sincerely apologizes for the inconvenience with your shipmentThis kind of behavior from a carrier is unacceptable and will not be toleratedWe have implemented all of our business sanctions against the carrier, including banning them from future business with Montway and rating them negatively on the [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 communicationsPlease note our offer to make things right still stand, please contact our office to resolve this matter fully Thank you for your time and bringing this to our attention Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted by Montway Auto Transport with reference to a full refundAlthough there was a stipulation to a full refund! I would not be granted a full refund of $unless I removed the reviews that I placed on Revdex.com, [redacted] and [redacted] This is completely Un-ethicalThey have admitted they provided poor customer service and planned on re training the employees that were in questionI will not be strong armed into removing a truthful review of Montway, again this is absolutely and completely un-ethical! BELOW IS THE ATTACHED EMAIL THAT WAS SENT TO ME: (if you would like a forwarded copy as proof, I can do that) Dear ***, I came across your review for Montway on [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 possibleWe were able to secure a trucker, [redacted] Transportation Services Inc, for your shipmentDispatched on 12/13/14, pickup scheduled 12/15/and delivery within daysMeaning we did render service to youHowever as a fully hands on broker our support does not end at dispatchWe have a well equipped support department who's responsible to assist every customer until safe delivery of their vehicle(s)The support department is open days a week and is available via email, telephone and livechat We value our customers and were sad to have loss your business due to the carrier, [redacted] Transportation Service Inc, unprofessional behavior and agents who were deemed unhelpful to your caseSince 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 seeIn addition to completing a full audit of your order the quality assurance manger has issued reports and sentenced responsible agents to retrainingIn the event those agents are reported a second time further disciplinary action will be taken We care about our customers and do our absolute best to ensure each customer is given the proper care and attention to their shipmentWhen we fail in one way or another we step up and try to make things right for our customerWith customer satisfaction in mind, Montway would like to apologize and refund you $Considering your current circumstances, we feel you deserve those funds back as a compensation for your inconveniencesWe give up our profit in order to keep our customers happy Please let me know if you'd be interested in accepting our compensation offer so I can send you the correct form to complete for the $refund [redacted] Refund Authorization/Bonus Compensation Form)After you submit it, $will be returned to you Please understand this document in NO WAY includes [redacted] Transportation Services Inctherefore 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 satisfactoryWe kindly ask you to also remove any other negative reviews online If you wish to accept our sincere apology as a broker to this transaction and accept our compensation offer please let me know as soon as possible so I can arrange the [redacted] form for youIf you have any questions, please let me know so I can assist you Thank you for your kind consideration and for giving us a chance to make things right for you! [redacted] Claims Department, Account Executive Tel: (XXX) XXX-XXXX http://www.montway.com